Has Disney stopped caring about the guest experience?

[DisneyDoc5]

I think you hit the nail on the head here, Steve.

For the past few years, many of the guests who visit WDW have an extreme sense of "entitlement" which leads to their barking at CMs, pushing and shoving other guests, and displaying and overall lack of human decency and manners. I witnessed it at the extreme during my trip last week and was disgusted by what I saw. Unfortunately, there's no way for Disney to fix this aspect of the issue.

I totally agree Nikki, people in our society think they are entitled to everything including entertainment, boy I could go off here on a rant and I won't, but agreed.

I will say on a very positive note, I was there last week and we truly had many positive interactions with guests in the parks, on the buses, opening doors, managing lines, etc. We do seek out interaction with other guests as we are a social family, but it was nice and always a great part of our trip. I also had many positive CM interactions and made a point to compliment and engage them as well. Working hard to keep my cup half full while I'm there, and it was

 

[disneysteve]

For the past few years, many of the guests who visit WDW have an extreme sense of "entitlement"

This is certainly not just at Disney. I see it everywhere. But I also think a related problem is that people are just oblivious to the world around them. I don't know that they are all doing it out of that sense of entitlement in fact. They just seem to go through life as if they were the only people around, which just doesn't work in a crowded themepark or supermarket or mall or anywhere for that matter.

We all know the type of thing I'm talking about. You're walking down Main Street at a good pace first thing in the morning after rope drop and the person in front of you suddenly stops dead to take a picture of the castle. Or you are exiting Haunted Mansion, riding on the moving sidewalk that takes you out, and a group stops dead in their tracks as soon as they step off the belt to discuss where they are going next, totally clueless about the fact that there is a moving sidewalk depositing a steady flow of people right behind them. Or you're trying to exit Cosmic Ray's after lunch and there is a family standing literally in the doorway looking at their park map.

 

[DCLMan]

I think you hit the nail on the head here, Steve.

For the past few years, many of the guests who visit WDW have an extreme sense of "entitlement" which leads to their barking at CMs, pushing and shoving other guests, and displaying and overall lack of human decency and manners. I witnessed it at the extreme during my trip last week and was disgusted by what I saw. Unfortunately, there's no way for Disney to fix this aspect of the issue.

I disagree. This morning I had my bag checked at MK, the guard checked my bag and my wife's bag without once acknowledging me because he was talking to the next guard. He was chatting about his girlfriend and her new job and how much she hated it.

 

[disneysteve]

I disagree. This morning I had my bag checked at MK, the guard checked my bag and my wife's bag without once acknowledging me because he was talking to the next guard. He was chatting about his girlfriend and her new job and how much she hated it.

We weren't saying those things aren't happening. In fact, I gave a couple of examples from my recent trip. We were just saying that part of the problem is also guest behavior that isn't under Disney's control.

I also think a part of the problem is that Disney is just getting overcrowded. More and more people are going there and Disney is cramming more and more people into the parks. Look at the Villains Unleashed fiasco both last year and this year. Last year, it was a public event, but they still could have closed the gates for capacity and not allowed as many people into the park. This year was even worse because they controlled how many tickets were sold. Obviously, they know quite well what capacity is and how many tickets makes for a reasonable crowd and how many is too many but they ignored that and packed the place.

 

[HubbDave]

I think the huge crowds are the root cause of many of the in park problems

 

[dvczerfs]

I think you hit the nail on the head here, Steve.

For the past few years, many of the guests who visit WDW have an extreme sense of "entitlement" which leads to their barking at CMs, pushing and shoving other guests, and displaying and overall lack of human decency and manners. I witnessed it at the extreme during my trip last week and was disgusted by what I saw. Unfortunately, there's no way for Disney to fix this aspect of the issue.

I have a new respect for those people who pin one of those name tags on the left side of there chest and point with two fingers.it takes a special person to do it. they are human beings. they are someones mom,dad,son,daughter,brother,sister. they do not walk on water, they are not perfect. in a few days, it will be my 60th trip and up to last year, I had no idea how much crap those people take with a smile. I could go on and on with some stories. its just not disney, its all over, grocery store, mall,gas station you name it. its sad.

 

[BugsDaddy]

I think that a big part of the problem is that despite the perception that Disney has lowered their standards when it comes to guest experience, their product continues to sell out in record numbers and there is a huge pot of gold left over at the end. Until they see a deterioration of their revenue stream, they will continue to believe that the public overwhelmingly agrees with their current strategies and approach. Why wouldn't they?

To be fair, Disney set the bar extremely high when it came to customer service. Almost so high that it might be unreasonable to think that there are not going to be periods of disappointment where things start to slip a little. For a person or a company, it is extremely difficult to perform at such a high level for such a long period of time without a few hiccups.

 

[DisneyDoc5]

I think that a big part of the problem is that despite the perception that Disney has lowered their standards when it comes to guest experience, their product continues to sell out in record numbers and there is a huge pot of gold left over at the end. Until they see a deterioration of their revenue stream, they will continue to believe that the public overwhelmingly agrees with their current strategies and approach. Why wouldn't they?

To be fair, Disney set the bar extremely high when it came to customer service. Almost so high that it might be unreasonable to think that there are not going to be periods of disappointment where things start to slip a little. For a person or a company, it is extremely difficult to perform at such a high level for such a long period of time without a few hiccups.

I agree with this and it goes back to my comment about perhaps the sheer growth of the company and guests is partially to blame for what many of us see as a change in guest experience. For conversation sake though I have to ask the question....at Disneyland for 50+ years and at WDW for 40+ years myself and many others feel that they were able to maintain a high level of customer service/guest experience etc., what in recent years has changed so that some of the fan base feels a change in their guest experience and customer service? In light of the financial growth and earnings reports we are seeing, my first response would be a shift in priority from guest experience to bottom line financial outcomes. I know it's a business, but it was a business that had a philosophy of putting guest experience first for MANY years, and that has seemed to change, which is a bummer for many of us. It's not enough for me to turn away, but I have to manage my expectations, it is what it is, and I still love Disney, and that is they point, they know that I will likely still come. No change in sight with the money pouring in.

 

[dvczerfs]

I agree with this and it goes back to my comment about perhaps the sheer growth of the company and guests is partially to blame for what many of us see as a change in guest experience. For conversation sake though I have to ask the question....at Disneyland for 50+ years and at WDW for 40+ years myself and many others feel that they were able to maintain a high level of customer service/guest experience etc., what in recent years has changed so that some of the fan base feels a change in their guest experience and customer service? In light of the financial growth and earnings reports we are seeing, my first response would be a shift in priority from guest experience to bottom line financial outcomes. I know it's a business, but it was a business that had a philosophy of putting guest experience first for MANY years, and that has seemed to change, which is a bummer for many of us. It's not enough for me to turn away, but I have to manage my expectations, it is what it is, and I still love Disney, and that is they point, they know that I will likely still come. No change in sight with the money pouring in.

i was talking to a guest relations cm who I met through my dd last year and she has worked in the mk well over 20 plus years. we were just talking about the "good ol' days". she also spent a lot of time in the early 70s as a child in the mk and she said some guest had a real problem with star bucks on main street. she reminded me back in the early days of the big red RCA sign in front of space mtn. the GE logo at the cp. eastern airlines etc..... heck I have a picture of the country bear jamboree sign with a big pepsi sign mounted to the front of the building. today, even if you read these boards people slam disney for corporate greed because of a corporate sponsors.it has always been there.
she also reminded me that the mk hasn't lost the magic, I lost the magic. the magic is when you first walk under those train tracks as an eight year old little boy for the first time. I didn't care how much the ticket book cost, how much the pepsi cost or how the house was and my job. I was just worried about having fun in this great new place. this kinda set me straight. she told me guest come here as kids and have "that feeling" as a kid. now as adults they spend millions trying to get that feeling back.
you read the boards and there are threads slamming the place because they don't change anything. the next thread they are slamming them for construction walls all over.
they rolled out the new system and the boards lit up!!! "well, there goes the days of the white hand wavers on main street, no more bubble blowers, place is going down hill!" well, there is no role for white hand wavers etc..... the biggest problem for someone just passing by is you don't know what or why that cm is there for. if you ever notice where the hand waver stands and when and you can most likely figure out what there doing. yes, smiling and waving but there also there for other reasons.
if you read a lot of complants about cms, I would like to give some people a challenge........ walk into your local sears store.(they all have sears name tags on) go into the bra department and ask the clerk about the new cordless drill they have at sears and see what answer you get. when you don't get the info on that drill, call the employee a name,(not just any name, go for the gold!!) throw your shopping list at them and say "well, don't you work here? you have a sears name tag on." not saying all cms are great, but man, im willing to bet if you (im not talking to you personally) had a business you would hire most of them in your customer departments.
is the place perfect.... no but after all these years and all these trips I haven't found one other place that puts a smile on my face more then wdw.

 

[DisneyDoc5]

i was talking to a guest relations cm who I met through my dd last year and she has worked in the mk well over 20 plus years. we were just talking about the "good ol' days". she also spent a lot of time in the early 70s as a child in the mk and she said some guest had a real problem with star bucks on main street. she reminded me back in the early days of the big red RCA sign in front of space mtn. the GE logo at the cp. eastern airlines etc..... heck I have a picture of the country bear jamboree sign with a big pepsi sign mounted to the front of the building. today, even if you read these boards people slam disney for corporate greed because of a corporate sponsors.it has always been there.
she also reminded me that the mk hasn't lost the magic, I lost the magic. the magic is when you first walk under those train tracks as an eight year old little boy for the first time. I didn't care how much the ticket book cost, how much the pepsi cost or how the house was and my job. I was just worried about having fun in this great new place. this kinda set me straight. she told me guest come here as kids and have "that feeling" as a kid. now as adults they spend millions trying to get that feeling back.
you read the boards and there are threads slamming the place because they don't change anything. the next thread they are slamming them for construction walls all over.
they rolled out the new system and the boards lit up!!! "well, there goes the days of the white hand wavers on main street, no more bubble blowers, place is going down hill!" well, there is no role for white hand wavers etc..... the biggest problem for someone just passing by is you don't know what or why that cm is there for. if you ever notice where the hand waver stands and when and you can most likely figure out what there doing. yes, smiling and waving but there also there for other reasons.
if you read a lot of complants about cms, I would like to give some people a challenge........ walk into your local sears store.(they all have sears name tags on) go into the bra department and ask the clerk about the new cordless drill they have at sears and see what answer you get. when you don't get the info on that drill, call the employee a name,(not just any name, go for the gold!!) throw your shopping list at them and say "well, don't you work here? you have a sears name tag on." not saying all cms are great, but man, im willing to bet if you (im not talking to you personally) had a business you would hire most of them in your customer departments.
is the place perfect.... no but after all these years and all these trips I haven't found one other place that puts a smile on my face more then wdw.

cool conversation you had with that cm! I really agree. Personally, I have not lost the magic, I still cry on Main Street, I haven't had negative CM interactions, in fact, I really seek out and enjoy socializing with them and almost always get a positive response. I was a Disney convert at an adult and found a lot of childlike happiness that I didn't realize was even in me. I would say, in relation to the original post, I just think that WDW leadership has a different approach to guest experience than what is was 10 years ago and longer, in my opinion that is where I see most of the change from Walt's original philosophies and I think that has trickled down into the guest experience. It is still my happy place and I don't see that changing. I have really enjoyed this conversation and I appreciate the positive tone we have maintained throughout I certainly think any noticeable change (this is subjective of course to each individual) in guest experience is a combination of many factors (increased attendance, leadership priorities, CM training, guest attitudes, technological changes to name a few).

 

[disneysteve]

Another thing that hasn't come up is that the world has changed. What people are looking for has changed. And that is both good and bad depending on your point of view. For example, the parks have more thrill rides now, which kind of goes against Walt's original vision of a place where families can all have fun together (Grandmom and Junior aren't getting on Everest). On the other hand, look at the range of dining options available in the parks today. You have choices from various cultures, prepared by professional chefs, not just teenagers flipping burgers. You can get roasted chicken, grilled salmon, tofu and broccoli, ratatouille, and lots more - in a theme park. I'm pretty sure that wasn't the case back in the 70s when WDW opened.

The point about corporate sponsorship is definitely true and that actually dates back to the very beginning when Disneyland opened in 1955. The shops on Main Street were rented by outside companies. They weren't all Disney-owned. That's part of how Walt was able to afford to open the park in the first place.

And it is also true that many times it is us who have lost the magic, not Disney. Speak to folks after their first visit and you'll find that they are as enthusiastic and excited as we used to be. They don't know it any other way. They go now and fall in love and start scheming how to get back. I have a friend just like this who visited for the first time last year and has already been back once and I think already has his next visit booked.

As I said earlier, I'm looking forward to going with just my wife. I think we will recapture some of that magic. We love our daughter very much but going with an 18-year-old creates a very different dynamic than going with a little kid or just a couples trip.

Are there things that Disney could be doing better? Absolutely. Are there things that I believe they used to do better? Absolutely. But it's still my favorite place. I'm still going to keep going back. I'm still going to fill my home with Disney memorabilia. And yes, I have seen cycles over the years where the parks got less attention and times when they got more attention. I think that is just the nature of the beast.

 

[lovin'fl]

We love our daughter very much but going with an 18-year-old creates a very different dynamic than going with a little kid or just a couples trip.

Amen to that...17 year old in my case (and two 15 year olds)...cannot wait for sans kiddo trip with DH for F&W!!!!

And I agree with everything you said!!

 

[dvczerfs]

cool conversation you had with that cm! I really agree. Personally, I have not lost the magic, I still cry on Main Street, I haven't had negative CM interactions, in fact, I really seek out and enjoy socializing with them and almost always get a positive response. I was a Disney convert at an adult and found a lot of childlike happiness that I didn't realize was even in me. I would say, in relation to the original post, I just think that WDW leadership has a different approach to guest experience than what is was 10 years ago and longer, in my opinion that is where I see most of the change from Walt's original philosophies and I think that has trickled down into the guest experience. It is still my happy place and I don't see that changing. I have really enjoyed this conversation and I appreciate the positive tone we have maintained throughout I certainly think any noticeable change (this is subjective of course to each individual) in guest experience is a combination of many factors (increased attendance, leadership priorities, CM training, guest attitudes, technological changes to name a few).

I enjoyed the conversation also. I normally don't post on these topics.
I always look forward to talking to cms. I tend to strike up conversation with the college kids. many far away from home for the first time and working the first job they ever had. a lot of them, including my dd, get home sick. I for one don't know how you get home sick in wdw but they do. I just ask them where is home and enjoy the experience. its a little intimidating getting set lose in a park full of thousands of people. most do it for there love of Disney, it sure isn't the money.
i never lost the magic. (as you can see) it has become a sickness. it has been fun experiencing the parks in different levels. i have seen it through my eyes as a kid, teen,young married adult, a dad and now an empty nester. dw and i both enjoy going just the two of us. we have been doing it for about the last 7 years.
i always hate to see things go. but, once there gone and the new is up and running i get on board and look forward to it. they can take down the buildings, tear out the rides but they cant erase the memories. im excited to see where this is all going. i look at young couples with young kids and just smile. i hope they build the same memories and magic as i had for over 40 years.
the magic is still there. you still don't see and bird dirt on the ground. ( i still haven't figured out how they do that. )

 

[dvczerfs]

Another thing that hasn't come up is that the world has changed. What people are looking for has changed. And that is both good and bad depending on your point of view. For example, the parks have more thrill rides now, which kind of goes against Walt's original vision of a place where families can all have fun together (Grandmom and Junior aren't getting on Everest). On the other hand, look at the range of dining options available in the parks today. You have choices from various cultures, prepared by professional chefs, not just teenagers flipping burgers. You can get roasted chicken, grilled salmon, tofu and broccoli, ratatouille, and lots more - in a theme park. I'm pretty sure that wasn't the case back in the 70s when WDW opened.

The point about corporate sponsorship is definitely true and that actually dates back to the very beginning when Disneyland opened in 1955. The shops on Main Street were rented by outside companies. They weren't all Disney-owned. That's part of how Walt was able to afford to open the park in the first place.

And it is also true that many times it is us who have lost the magic, not Disney. Speak to folks after their first visit and you'll find that they are as enthusiastic and excited as we used to be. They don't know it any other way. They go now and fall in love and start scheming how to get back. I have a friend just like this who visited for the first time last year and has already been back once and I think already has his next visit booked.

As I said earlier, I'm looking forward to going with just my wife. I think we will recapture some of that magic. We love our daughter very much but going with an 18-year-old creates a very different dynamic than going with a little kid or just a couples trip.

Are there things that Disney could be doing better? Absolutely. Are there things that I believe they used to do better? Absolutely. But it's still my favorite place. I'm still going to keep going back. I'm still going to fill my home with Disney memorabilia. And yes, I have seen cycles over the years where the parks got less attention and times when they got more attention. I think that is just the nature of the beast.

agreed steve

by the way, you are going to love just the two of you.
in almost nine days dw and i are staying in a one bedroom at the beach club villas for 11 nights. its our 30 anniversary!! (i have no idea where the time went) i got dw hooked 30 years ago on our honeymoon at wdw and glad she has put up with my childhood addiction. as for dd, she just didn't have a choice. its a slower pace, less stressful. this past year dw and i have purchased a place not to far away from the magic. family and friends are saying, "there they go, they are going to work for the mouse." no....in fact in about six years, dw and i are planning on retiring at 55. not going to be worth billions but both of us are looking forward to just sitting on a bench in the mk or epcot and just watching the people have fun, listening to the band, the park music and having some dole whips. we are going to get fat! i could spend the rest of my life just sitting in the parks or a hotel lobby and just enjoying the day. (and i don't have to shovel, scrape or blow another flake of snow for the rest of my life!!! lol)

 

[disneysteve]

this past year dw and i have purchased a place not to far away from the magic. family and friends are saying, "there they go, they are going to work for the mouse." no....in fact in about six years, dw and i are planning on retiring at 55. not going to be worth billions but both of us are looking forward to just sitting on a bench in the mk or epcot and just watching the people have fun, listening to the band, the park music and having some dole whips. we are going to get fat! i could spend the rest of my life just sitting in the parks or a hotel lobby and just enjoying the day. (and i don't have to shovel, scrape or blow another flake of snow for the rest of my life!!! lol)

Is there a "jealous" smiley? I love your plan. Best of luck to you and happy 30th!

 

[dvczerfs]

Is there a "jealous" smiley? I love your plan. Best of luck to you and happy 30th!

thank you sir!

 

[kbelle8995]

I have a feeling that I have lost that Magic feeling. But when I started losing it is another question.

Was it when FP+ was started? Was it when the prices for tickets and passes sky rocked? Was it the last time I went to MK and felt so harried until I sat on Main Street and had a cake pop watching the trolley show?
Was it when they started having more private parties and having more premium events and expensive add-ons?

All I know is that I am a huge Disney fan and now I am looking at other things that I could do with my money.

 

[jcb]

I have a feeling that I have lost that Magic feeling. But when I started losing it is another question.

Was it when FP+ was started? Was it when the prices for tickets and passes sky rocked? Was it the last time I went to MK and felt so harried until I sat on Main Street and had a cake pop watching the trolley show?
Was it when they started having more private parties and having more premium events and expensive add-ons?

All I know is that I am a huge Disney fan and now I am looking at other things that I could do with my money.

There's a song here, I think, but I'm not sure if it would be country, rock or disco.

I still enjoy actually being in the theme parks (I won't go when it is hot). What I've lost is the pleasure in planning a Disney vacation. I don't mind the price of the trip, I've found ways to save on costs, I mind the increasing cost along with the growing list of cutbacks that make the magic less enjoyable than it was.

My last few visits have been fun but have also included:

• Busses that take forever to arrive at a deluxe resort
• badly faded paint on the "Welcome to Walt Disney World Resort" sign on Epcot Center Drive (it has since been painted)
• increasing number of encounters with disinterested to downright hostile cast members (I'm old enough that being yelled at by a college age CM really puts me out) and
• watching a CM in the MK walk over trash lying on the ground instead of picking it up

None of these are "ruin your vacation" type of things but to me they are hints of a more endemic issue.

I sometimes wonder if Iger and Rasulo are sending the wrong message. I believe they understand that guest experience is important to Disney's bottom line in the long term. Staggs has said as much and I doubt the others disbelieve him. But for the last 3 to 4 years the "guest experience" discussion has centered on FP+ (which, they say, will "enhance guest experience" by making it more "personalized").

This isn't a rant about FP+. I'm an uber planner in almost everything I do and I'm quite comfortable using a computer. But "technology" isn't always the answer and rarely is it the only answer.

 

[DisneyDoc5]

agreed steve

by the way, you are going to love just the two of you.
in almost nine days dw and i are staying in a one bedroom at the beach club villas for 11 nights. its our 30 anniversary!! (i have no idea where the time went) i got dw hooked 30 years ago on our honeymoon at wdw and glad she has put up with my childhood addiction. as for dd, she just didn't have a choice. its a slower pace, less stressful. this past year dw and i have purchased a place not to far away from the magic. family and friends are saying, "there they go, they are going to work for the mouse." no....in fact in about six years, dw and i are planning on retiring at 55. not going to be worth billions but both of us are looking forward to just sitting on a bench in the mk or epcot and just watching the people have fun, listening to the band, the park music and having some dole whips. we are going to get fat! i could spend the rest of my life just sitting in the parks or a hotel lobby and just enjoying the day. (and i don't have to shovel, scrape or blow another flake of snow for the rest of my life!!! lol)

Have a fabulous time, 11 nights, amazing! I couldn't agree more with the joy of just being there. We have done several on property, no theme park, short trips as we head into FL for beach week vacations and just stay for a few days. I love people watching, the sounds, the smells, it is and will remain my happy place despite changes that I don't think are always the best.

 

[DisneyDoc5]

I sometimes wonder if Iger and Rasulo are sending the wrong message. I believe they understand that guest experience is important to Disney's bottom line in the long term. Staggs has said as much and I doubt the others disbelieve him. But for the last 3 to 4 years the "guest experience" discussion has centered on FP+ (which, they say, will "enhance guest experience" by making it more "personalized").

This isn't a rant about FP+. I'm an uber planner in almost everything I do and I'm quite comfortable using a computer. But "technology" isn't always the answer and rarely is it the only answer.

This, exactly my point I also have had overall positive experiences with FP+ even though I prefer the old system. I do think it is too soon, too advanced and complicated for non-tech people, and too unreliable at the moment. I'm hopeful the wrinkles will be ironed out. In the meantime, I would love to watch Marty Skylar, Tony Baxter, even Iger, some of these distinguished gentleman, sit at home on their computers trying to link their families together without calling tech, plan every FP+ months in advance, and hear them say they think it's so enriching for the guest experience (please pardon my sarcasm). I cannot believe current leadership has really experienced this from the typical guest perspective, maybe I'm wrong, but if they have, I would hope they get their heads out of the sand and start improving it soon with all of the financial growth we keep hearing about it. Please no flames on the FP+ comment, I realize many of us are divided on it, I was just trying to make my point to the OP questions regarding guest experience, all guests experience, not just uber planners and those of us who have figured it out by reading the ever valuable dis boards! In my line of work not to be mentioned on the boards, I see many guests not having a great experience with it, so even though I have, I know that is not always the case.