Guides more than salesman??

[Pa@okw95]

I bought in 95 and had a nice guide. On our first visit she even got out kids into Pleasure Island for nothing. She got a promotion at WDW, we got a new guide. I called my new guide about the Connecticut mailing problem once, then I called her with a couple of customers for her, but that was it. As far as I am concerned for years now my so called guide has never contacted me about anything. I say they are just salesman that hope to make another sale maybe that is why they put up with calls from members. At any rate I would love to hear what guides do beyond the original sale, my guide has done nothing for me since I got her back in 95. What has your guide done? Some mentioned in another post they have used their guide for other things. What things? Examples would be interesting to me because maybe I should have a new guide. Am I missing something?

 

[JimC]

I never thought of using the guide for anything after we purchased. So maybe I am missing something as well.

I thoroughly enjoyed the service when we were considering the purchase - courteous, professional, responsive, easy to talk with, patient. And I refer anyone who asks to him. We have stopped in to say hello when we have been down and in the area.

 

[rocketriter]

Some months after our purchase we had a question about the financing. Rather than just give us a phone number for accounting and brush us off, our guide gave us a summary answer to our question and then patched the call through for us, staying on the line to make sure everything was covered.

 

[pmcpmc]

check our room for bed bugs ,working a/c,working lights and damage to furniture.
Sometimes we have her valet park our car when we are staying off site.

 

[AJKMOM]

What else would you expect your guide to do? We are new here, but only want our guide to "guide" us through the purchase and add-on with DVC. If we have problems, and we did with the cancelled deposit for an add-on,he was able to get it straightened out that day.

I had to laugh when I read the response about checking for bedbugs, and valet parking. They aren't miracle workers, their job is to help with your purchase and further questions in a professional and courteous manner. Just my $.02.

 

[bobbiwoz]

I just don't know. IF they're mostly functioning as salespeople, then I would have expected something when we closed the DVC purchase, I mean afterwards, like the coupons for free/reduced oil changes we get from car dealerships. We don't. She's very nice, personable when/if I call. It seems to me she's someone who works for Disney whose job is it facilitate DVC selling. In 1996, when I told her that we wouldn't be buying, we never heard from her again until I called in '03 to ask some questions.

Also, when we bought/sold houses the realtor usually gave us a gift, a tree or Florida oranges for instance. We never even got a Thank You note from her, and I must admit that that surprised me. However, I mostly don't get Thank you notes from people I do business with who work for a large company, the company MAY send me something besides the bill.

Did anyone get a Thank You note from your guide, or a pin, or something for dealing with them? As I type this, I seem to remember some of you getting pins. So, I still don't know just what a guide is. Maybe there are better guides than she is, but on a comment card I would put "definitely MEETS expectations."

Bobbi

 

[lenshanem]

We bought over the phone. My guide was quick to respond back to all my calls and was very friendly, definitely not pushy in the least. I would have been put off by anything pushy. I knew what i wanted and was ready to buy.

We did an add on a few months after we closed and I did feel like i got some misleading information, though. (Since I was reading this board like everyday I kinda had a clue as opposed to others who might not have, if you know what i mean. ) This kinda ruined it a little for me.

Since then, I have never heard back from my guide. Don't really see any reason why i should, although it would have been a nice touch to have gotten a personal thank you card or something like that. They did their job and if we did need them later down the road I'm perfectly happy dealing with them again.

Now I have heard some stories from here and from my hubby's client of a particular guide who has done things like sent thank you cards, holiday cards and had even called them on their first night on vacation to check on things. Very, very nice touch!

I know we like to feel special and call them our guides, but in reality they are selling us a timeshare!

Oh, and to add - I asked my guide if they could get me a BCV pin and was told they would try but never got one. Finally bought one off ebay.

 

[DebbieB]

My original guide was Bruce Ladd. I bought from him over the phone, he was a friend's guide. I never got anything personal from him after I bought or even a phone call. I got the traditional tote bag from DVC after I bought. After he left, I was assigned to Susie Farnsworth, I get occasional mailings from her (that everyone gets) and she called me once when they had the additional BWV points available last year. I've never found the need to call her. I think a guide is mostly a salesperson. Most membership related problems are handled by member services. If you need additional help you could get your guide involved.

 

[5infam]

Some here are asking the question "what do you expect from your guide other than sales", but I think the OP was just trying to find out if there is anything that other guides are doing that the OP's is not.

As far as coupons for oil changes...I actually expected to get some in the mail after my last add on because my guide was acting much like a used car sales man!! I felt that I should have been wearing extra high boots when I walked into the DVC sales office with the line of crap he kept feeding me. Being a salesperson myself, I can spot the sales pitch coming from accross the street, and this guy was laying it on extra thick. All in all, they are your average timeshare sales folks with a little less pressure. As with any sales person, some have better customer service skills than others, and some just want the sale and could care less to make you feel good or bad about it. All in all, I don't expect anything from my so called guide, but to take my money the next time I want to add on.

 

[CRobin]

Originally posted by bobbiwoz
I just don't know. IF they're mostly functioning as salespeople, then I would have expected something when we closed the DVC purchase, I mean afterwards, like the coupons for free/reduced oil changes we get from car dealerships. We don't. She's very nice, personable when/if I call. It seems to me she's someone who works for Disney whose job is it facilitate DVC selling. In 1996, when I told her that we wouldn't be buying, we never heard from her again until I called in '03 to ask some questions.

Also, when we bought/sold houses the realtor usually gave us a gift, a tree or Florida oranges for instance. We never even got a Thank You note from her, and I must admit that that surprised me. However, I mostly don't get Thank you notes from people I do business with who work for a large company, the company MAY send me something besides the bill.

Did anyone get a Thank You note from your guide, or a pin, or something for dealing with them? As I type this, I seem to remember some of you getting pins. So, I still don't know just what a guide is. Maybe there are better guides than she is, but on a comment card I would put "definitely MEETS expectations."

Bobbi

I think your expectations are too high.

DVC guides are nothing more than salespeople. Their job is to educate you about the process, and, hopefully, sell you a contract.

In that process, you may get a free meal, a pin, or a duffle bag, but the bottom line is if they don't sell to you they will sell to the next guy in line so I would encourage you to not expect a great deal of devotion from this individual.

 

[DrTomorrow]

To answer the OP's question: We bought over the phone, and our Guide was very helpful, fielding several rounds of questions. When we next went to WDW (about a month after completing the purchase), he met with us at the BW Sales area and gave us a complete tour, even though we'd already bought. He was friendly, informative and didn't try to hurry us at all. He did his job well, and we felt satisfied.

As to the other question: Other than add-ons, I have no idea what else I would expect from my Guide. I think that this ties into the whole "Pixie Dust" issue, where some folks tend to forget that Disney CMs (and Guides) are really regular people who work for a living. Sure, Disney may attract people who enjoy interacting with the public and/or giving a little more, but to expect gifts, or flowers, or oil changes seems a bit much to me.

Plus, on a more practical note, how many DVC owners are there now? 60,000? 70,000? That's a lot of folks to keep in touch with - and it's not like we DVC owners have to be 'pushed' into wanting to buy an add-on!

 

[rocketriter]

As for coupons etc., it is true that DVC sends you a nice DVC backpack and a lithograph of your resort. Your guide triggers this mailing.

 

[Crissup]

Originally posted by Pa@okw95
I say they are just salesman that hope to make another sale maybe that is why they put up with calls from members.

Guides are salespeople, just like DVC is a timeshare. However, there are some small differences that we like to use to differentiate between DVC/Timeshare and Guides/Salespeople.

In the case of a salesperson, in most cases, once the sale is done, your relationship with that individual is also done. In the case of the DVC guides, they remain to answer questions and help you when necessary. Obviously, the ultimate reasoning is to make you happy enough with that individual (and DVC) that you decide you just gotta have another add on.

When you say "Timeshare" to someone, it often immediately conjures up negative images. Same with salespeople. However, when you say Vacation Club or guide, people are more intrigued and open to explanation. So, I can't blame Disney a bit for changing the terminology. After all, are Cast Members just employees, or are they part of the overall show experience for the guests?

 

[wdwaholic]

Our Guide was great.We DID get a hand-written thank-you card after our purchase and have gotten a few "How-ya-doin" postcards since then.When i called him to ask where to buy DVC merchandise he sent me what I was looking for and then some.My DH is very pleased with our guide and will use him again and does highly recommend him to all.(very high praise indeed from a cynical CPA-AKA Grumpy)
Trish

 

[tjkraz]

Originally posted by AJKMOM
I had to laugh when I read the response about checking for bedbugs, and valet parking. They aren't miracle workers, their job is to help with your purchase and further questions in a professional and courteous manner. Just my $.02.

Well, it's good that you got a laugh out of it becuase, ahem, I believe it was a joke.

 

[July]

I actually called my guide on a special need case. My husband & I was going to CSR for his birthday and he had been pretty bumbed. So I ordered a birthday cake at the boardwalk bakery and asked them to deliver it. And guess what the said they couldn't. Well I had prepaid for it with a credit card over the phone. I figured he would just go with me to go get his birthday cake. LOL
Then I thought well maybe my guide would help me out. Afterall they are always picking up guests at the hotels. Couldn't they just deliver it to the front desk and have them put it in our room.
It took some faxing and lots of phone call but between my guide and me we got the cake delivered to the room.

Good thing! It was pouring down rain when we got there.
I did send her a very nice gift as a thank you.
So I guess it depends on how much you get to know them.

July

 

[Ksp]

Originally posted by rocketriter
As for coupons etc., it is true that DVC sends you a nice DVC backpack and a lithograph of your resort. Your guide triggers this mailing.

For those of us who have added on,
did you ever get another duffel for your add ons? We got one for our original 200 pts., but other than the picture of our add on resort (ssr) we didn't get a duffel...or even a pin.
I guess that the gift is just for your original contract. Add on gifts might be a nice touch...but no oil change coupons, please.

 

[Disney Doll]

I had no expectation from our guide other than that he would assist us with the purchase of our DVC contract. He did a fine job, patiently answered our questions, did not "push" at all, gave us no smarmy "sales pitch". He presented the information, answered our questions, and assisted with some questions when we were completing the paperwork. I think he sent a thank you note afterward, which I thought was nice. I didn't expect him to do anything else.

We had a nice professional relationship, but it didn't develop into anything more personal than that. I probably would have been surprised if he ahd sent us a gift or whatever...again, not anything I would have ever expected.

 

[pmcpmc]

Originally posted by Disney Doll
I had no expectation from our guide other than that he would assist us with the purchase of our DVC contract. He did a fine job, patiently answered our questions, did not "push" at all, gave us no smarmy "sales pitch". He presented the information, answered our questions, and assisted with some questions when we were completing the paperwork. I think he sent a thank you note afterward, which I thought was nice. I didn't expect him to do anything else.

We had a nice professional relationship, but it didn't develop into anything more personal than that. I probably would have been surprised if he ahd sent us a gift or whatever...again, not anything I would have ever expected.

 

[LIFERBABE]

But I am always surprised with our guides personal service. When I need her I call her.
I wanted a BCV add-on and when she found the points she called me. I know this is sales, but there werent that many of those points and she looked out for me.
Sometimes we get off-topic and discuss other things and she is never rushed to get off the phone or close the deal. I have flip flopped more than a fish out of water on my purchases and she is extremely patient! What "salesman" wouldnt get frustrated and a little short.
She gives me little tidbits of info or details.
DVC is one of the few transactions I have actually felt great about purchasing and not "finessed" or pressured or in need of a shower.
So either she is darn good, or they have a little different relationship than most salespeople.