I just saw this online. The article kinda rubbed me the wrong way on how they spoke about guests etc....
http://www.thefrisky.com/2013-02-27/8-things-working-at-disney-world-taught-me-about-the-human-race/
I don't blame you one bit...sadly the observations made in this "article" are true, however the delivery could have used some polishing.
Anyways, my two cents on her bullet points:
1. Walt Disney World does have long lines. Over the past 42 years, it has become the number one tourist destination in the world. With that, you will not only encounter negative guests, but negative Cast Members, despite the best efforts of the Company.
2. The reason they don't listen to your answer is you really don't understand exactly what the guest wants. The service industry is all about anticipation and execution.
3. I admittedly don't know much about animals, but I do hope the author was educating guests and not correcting them.
4. Kids are kids, expressing their imagination the best way they know how. You know what they say, if a 4 year old hands you an imaginary phone, you better answer it. You are a Cast Member, you better play along and make sure that child finds what s/he is looking for, or show them something else they'll enjoy.
5. It's not just the Disney Nametag that's talking, its also your delivery, if you come off authoritative, people might be put off and think of you as a jerk. The power of suggestion...
6. Fully agree, well said...
7. Sadly this is true. On dining, when guests come on vacation, there are those that want to try new things, and there are those who go with what they know. Thats why we provide those options to our guests.
8. Fully agree, well said...however, if you talk to some of those "weirdos," you'd be surprised on how much they know about the property and history of the place. And heck, thats your opinion, to them, they're normal and
you're the weirdo...
