Company Policy vs Customer Satisfaction (long rant)

[ols386]

To the op, sorry about your family's loss. There are a couple of parts to your story that I don't exactly understand, but I have mixed feelings. I think an exception could have been made for you and your family, on the part of the cm, considering your circumstances, but I also think that they do have to follow company policy.

My mother died in an unexpected fashion just when we thought everything was fine. I had a big spa day with my friends planned, with a plane trip home planned the following week. Stepdad called early that morning to tell me that she was in an ambulance. I continued with the plans, got up, picked up a friend, went to the Y to workout as planned. As I walked in, stepdad called to tell me she had died.

I couldn't work out, but I did go to the spa, a Korean spa, where there was a lot of soaking in various tubs, sweating in rooms set to varying degrees, and I had a bodyscrub (painful but excellent). I cried nearly the whole time, but was either wet from the tubs or sweating that it was hard to tell. I spent the day surrounded by women, both strangers and friends.

Then we went for food. A friend stayed with me that night. My sister in law arranged for my plane tickets to be changed to the next day (that day wasn't possible). It was really a lot better that I be out and about, doing things, with women, than at home in my apartment...when I got home 2 weeks later, I had lots of alone time, and the feelings I had during that time were NOT good, and I'm glad I wasn't alone on the day she died.

Not everyone would do what I did. But I'm glad I did.

Bumbershoot: I'm sorry about your mother, and I have to ask, so you didn't return home until two weeks after your mother died, even though you knew the day that she died?

 

[maxiesmom]

To the op, sorry about your family's loss. There are a couple of parts to your story that I don't exactly understand, but I have mixed feelings. I think an exception could have been made for you and your family, on the part of the cm, considering your circumstances, but I also think that they do have to follow company policy.

The problem with making the exception is that then the OP would then post saying what Disney did, and how great it was. And then you would have a bunch of people deciding that saying someone died or was ill was a great way to save money on park hoppers.

Some people will use any method they can to save money, and would definately take advantage of Disney being nice to a guest in a time of need.

 

[phorsenuf]

The problem with making the exception is that then the OP would then post saying what Disney did, and how great it was. And then you would have a bunch of people deciding that saying someone died or was ill was a great way to save money on park hoppers.

Some people will use any method they can to save money, and would definately take advantage of Disney being nice to a guest in a time of need.

Absolutely! Look at how many things no longer are. The divers for instance at Coral Reef. Ever read how many posts and such there were about that. IMHO I think that some of the magical things that Disney use to do they no longer do because of demanding guests.

 

[Mimi1965]

To the op, sorry about your family's loss. There are a couple of parts to your story that I don't exactly understand, but I have mixed feelings. I think an exception could have been made for you and your family, on the part of the cm, considering your circumstances, but I also think that they do have to follow company policy.



Bumbershoot: I'm sorry about your mother, and I have to ask, so you didn't return home until two weeks after your mother died, even though you knew the day that she died?

I think she means-after the funeral when she returned to her home-meaning where she (Bumber) presently lived.

 

[luestrad]

Thanks all for reading up - and were all adults, being criticizes for choices is part of life so please dont think i am being offended, and if my answers are a bit blunt i apologize in advance.

How did we keep it from the kids? Easier than you would think - my daughter did catch the mood and her grandma. In her mind though, she thought it had to so something about her uncle. I would get in this one, but he has been causing great stress to my in law, so seeing her shaken up after receiving a call, is sad to say not that unusual.

Drivers don't stop at unscheduled stops? - this one did. i totally don't think he got fired, since he did call up security at the resort.

Can we eat at the rain-forest cafe - Apparently we can based on the previous post. I dont know if they accept the family dining, and didnt think of it at the time. i think it might be somewhat hidden at the entrance sincei only remember seeing on the way out, and the day before we ate at that restaurant by the Safari. i think its the Boma buffet, i had to Google it right now, so i may have gotten the wrong place.

I do have one question, i keep getting reffered to as the OP,what does that stand for?

 

[luestrad]

Absolutely! Look at how many things no longer are. The divers for instance at Coral Reef. Ever read how many posts and such there were about that. IMHO I think that some of the magical things that Disney use to do they no longer do because of demanding guests.

Good point - not understanding eh coral reef thing - can you clarify?

 

[phorsenuf]

Good point - not understanding eh coral reef thing - can you clarify?

http://www.disboards.com/showpost.php?p=36485917&postcount=8

 

[kaytieeldr]

I do have one question, i keep getting reffered to as the OP,what does that stand for?

Original Poster. You need to read my "tag" - the text under my name over on the left, where yours says "Earning My Ears"

 

[Deb & Bill]

Why resurrect a basically dead thread after ten days?

 

[NHdisneylover]

Why resurrect a basically dead thread after ten days?

OP came back to update/answer questions. This is pretty normal

 

[WDSearcher]

Why resurrect a basically dead thread after ten days?

A more interesting question might be ... why post a question (that is sure to be answered several times, thus continuing the thread) on a basically dead thread after not having participated in it at all prior to this?

 

[ols386]

I think she means-after the funeral when she returned to her home-meaning where she (Bumber) presently lived.

Ok, thanks. I must have mis-interpreted the timing aspect of it.

 

[Mickeyistheman]

I work in the travel business and I have to agree with several posters that the consumer is not ALWAYS RIGHT.

Back in the day yes but now its everyone trying to think they are owed something when THEY are the ones that made the mistake NOT the other way around.

Case in point, a customer came in day before he was leaving - mind you I did not book his trip it was with another agent who was off that day.

He wanted to know what it would cost and IF he could bring a female friend into his room at an all inclusive.

I checked into it and yes (she was only staying for 4 of the 7 nights)
I gave him the rate etc.

He then called while I was at lunch and I said I would call him back. He then came into the office stood in front of my face while I was talking on the phone with one of my customers (not going to get your far, when I smiled at you when you walked in and asked you to have a seat and that I would be with you as soon as I was off the phone)

Anyway, he then proceeded to ask why he had to pay for this person to join him. I understood where he was coming from and I explained to him that this is the policy of the hotel, not ours. I would hate for him to get down there and just assume he could "sneak her in" and not have to pay anything.

He got very snotty with me because I wasn't telling him what he wanted. Sorry but I am not going to get in trouble so you can bring a girl back to your room. You all know that if he did this he would say Oh well "ABC told me that I could do this and throw me under the bus" I am not stupid. People try to pull fast ones all the time.

If you were heading to DHS and just "got off the bus" which I am sorry I do not believe they would do just because you got a phone call and asked to be let off. THey would go to the next stop, which I thought is what you said in your original post. You wanted to have lunch and wound up at AKL and then wanted to go to DHS. You wanted to Park Hop and knew that you did not have a hopper.

I do feel they helped you as best as they could and they can't just keep making exceptions for everyone. It's not fair and policy is there for a reason. There are very few situations where the rule should be bent. This was not one of them.

If you were going through turnstiles and realized oh my god I am at the wrong park that is one thing. You went for 2 hours and then wanted to go to another park since you were leaving the next day.

Sorry for your loss, however I am sick of people trying to make me feel like if I don't give them what I want its my fault and they are going to complain about me. That is truly unfair.

 

[bicker]

He got very snotty with me because I wasn't telling him what he wanted.

This is often the whole issue in a nutshell. Maybe I don't understand it because I don't behave that way, but I cannot fathom from what fount of wisdom did so many people get the idea that the proper response to someone not giving you something that you want is to blame them.

You blame people for promising one thing and then doing something else, for not giving you something that you're actually entitled to.

You don't blame people for declining to offer you something you want, or not giving you something that they didn't promise to give you.

You all know that if he did this he would say Oh well "ABC told me that I could do this" and throw me under the bus. I am not stupid. People try to pull fast ones all the time.

And as a result, when misconnects actually do happen, suppliers have to disbelieve the customer, because it is so rare for there to be a misconnect like that, and so common for there to be an exploitative consumer, in our society these days.

I am sick of people trying to make me feel like if I don't give them what I want its my fault and they are going to complain about me. That is truly unfair.

Absolutely.