Inquiry from newspaper reporter

[charlespbg]

Hi, I was given permission by Pete Werner to post to the message boards for a story I'm working on.

My name is Charles Passy and I'm a writer based in Florida. I'm doing a story for the New York Times' Sunday travel section that looks at customer service at Disney parks and resorts. It's tied to the 50th anniversary celebration.

I'm particularly trying to gauge if customer service has improved or declined in recent years at Disney parks and resorts (in Florida and California). I'm a longtime Disney World passholder myself and recently had a rather bizarre and problem-riddled stay at the Saratoga Springs Resort. But I also had some marvelous experiences at the parks during that visit.

I'm curious if others have interesting stories to tell -- good or bad -- about recent visits to the parks and resorts.

I can be reached via email through this board or you're welcome to post here. Let me know if you're interested in speaking to me and we can arrange a time for a phone interview.

Thanks!

P.S. If you would like to verify my credentials before we speak, I'd be happy to put you in touch with my Times editors or provide email links to my stories.

 

[manning]

Maybe Pete Werner can verify this.

 

[Cricket2]

Pete has approved this

 

[PECOS BILL]

Personally during my families stays the service has always been excellent and always gets better.
We find that starting a conversation with a cast member always turns into a friendship and a mutual admiration of the Walt Disney concept. This also always results in the cast members wanting us to really enjoy our stay and insistence on us letting them know if there is anything we need.
These Cast members range from The Hotel Casts, The Transportation Casts, The Theme Park Cast the Dining Casts. We love to talk to these folks and I especially like to find whats just under the surface that makes the place tick.
We have talked to everyone from Mousekeeping to Horticulture to Lifeguards, you name them and we have probably talked to them. I and my wife work for two large corporations. I don't think there are many folks in our companies at the backbone level that are as happy with their situation as the cast members are with theirs. I have to say that from my light hearted research these cast members truley love working at WDW. I did meet one Bus Driver that was at the end of his career and was glad to be retiring but had nothing but good things to say about his term of employment which started at WDW in 1972.
So I think that this is all reflected in the service given to the guests. As I said the service has always been good and I think it's even getting better.
It is mind boggling to me how this standard is maintained considering the thousands of families and their needs that have to be met on a daily basis.
The Disney Theme Park organization must have people skills training classes on a daily basis to learn how to cope and keep that smile on their faces.
Service besides the personal contacts with cast members also must include the general upkeep and maintainance of the area which you are spending your vacation time.
I think these last couple of years after a short period of just the slightest hint of neglect the execs have seen the short sightedness of letting the "unimportant" things go.
Our last two trips have been greeted with improvements and higher maintainence level standards. Fresh paint, the cleanest bathrooms I have ever been in besides my own, fresh landscaping, empty trashcans, clean walkways and hallways and always a clean and neat hotel room.
Just one more thing I have to mention and then I'll let someone else chime in on items I haven't commented on.
THE FOOD! BRAVO! So good these restaurants at WDW have gotton that I have no need to go on a cruise ship. WDW is like a 47 square mile cruise ship.
How do they do it.....IT's MAGIC!!!!

 

[maryhenry]

All I can say about Disney World service is this: being locked in the Wilderness Lodge during Hurricane Jeanne in September, 2004 with hundreds of children could have been a nightmare. Instead, Disney castmembers made it a dream. In fact, that day turned out to be the day my kids had the most fun! This just sums up how wonderful the service is at WDW.

Plus, I have to ditto Pecos Bill on the food. Everyplace we ate, the food was terrific. And we have high standards - we're from Louisiana, where people truly know how to cook!

 

[jimh13432]

Although Disney (like many US corporations) has struggled since September of 2001 and has made many hard and difficult decisions that has impacted overall customer satisfaction, let me assure you, the magic is still there.

 

[charlottechris]

I have to agree with maryhenry on the quality of service we received when we were locked in during the last hurricane. We were at the Beach Club, and when we got home we told everyone we were evacuating to WDW the next time we have to bug out! All of the cast members were wonderful, even though many had been on duty for a loong time!

 

[lllovell]

I am not sure that the "slight dip" in service that many people have experienced in the last year or so ISN'T a direct result of all the hurricane damage and problems that occured last year.

We have never received anything but excellent service at WDW. I continue to ache for return trips knowing that my money is well spent because my family and I are treated so well. I never have to worry about my room, the parks, the resorts or finding ways to keep my small ones entertained.

 

[rayelias]

All I can say about Disney World service is this: being locked in the Wilderness Lodge during Hurricane Jeanne in September, 2004 with hundreds of children could have been a nightmare. Instead, Disney castmembers made it a dream. In fact, that day turned out to be the day my kids had the most fun! This just sums up how wonderful the service is at WDW.

My DF and I took my parents down for their 37th Anniversary last November during Hurricane... forget the name.

Anyhow, we had always stayed off-property, because of the cost. Since this trip was special, and Disney offered that $77 night deal, we stayed at POFQ in 2 corner rooms across from each other.

I cannot stress enough how wonderful the CM's were in handling this horrific event and making everyone's stay as stress-free and fun as possible. You would never think that most of these wonderful guys and girls are hourly employees. You would have thought they owned the place the way they took care of us.

That was actually the tipping point to buying into DVC. Since then, just 7 months ago, we have had 2 DVC trips and, I must say, the service continues to astound me. There IS such a thing as "magic", and Disney provides it 24 hours a day. Even though we never had a bad stay off-property, I can't imagine ever staying off-property again.

Having said all that, sure, we have come across an occasional CM who wasn't, shall we say, up to perfect Disney standards. However, we have NEVER had anyone that I would consider a terrible CM. But, with 55,000 employees, many of them in their late teens/early twenties, dealing with tens of thousands of guests each expecting personal service, you're not going to hit home runs every time.

Would I ever give up my DVC? To misquote Charlton Heston, you'll have to "pry it from my cold, dead hands."

HANNAME!

 

[DVCconvert]

Well, I have "issues".

I've been visiting WDW since 1973. Way before what the 'world' now sees as "WDW". Basically my chief complaint is that over these years, I've seen a sea-change in how "Disney" has/is treating their Cast Members.

Management has created a situation where there are afew of the 'old timers' left, who went thur a week's training called "Traditions", in which they were taught everything from how to maintain the illustion of 'fantasy'...to how to "point" towards a driection so as not to offend guests from any culture. These CM's were treated, reared as long term employees. They could have started for the company in housekeeping, or as an area manager -- they all were treated as 'part of the Disney family'.

More recently, (thanks to Ei$ner - in my opinion) CM's have been cast into at least two very different lots - those who are 'temps', and those who are 'perms'.

While it may seem this is a reasonable managment techique to manage 55K emoployees -- it's not in my opinion. The result is a HUGE, VAST difference ins Customer Service -- a guest could ask several CM's "where's the nearest bathroom" before getting the correct answer. Some of the 'temps' have no more "Disney attitude" then my pet rock.

Case in point--after having experienced the newly refrubished 'It's a Small World" attraction at WDW, I noticed a painter's rag still remaining on the floor near the Audio anamatronics -- upon exiting the ride, I went out of my way to mention this to a CM ( approximately an 18 year female ) that this situation exisited. Rather than recieving an 'oh, thank you'...she simply grunted...and went back to her conversation with other young CM's pertaining to their personal lives and their weekends experiences!

ALso the 'fast track' allowing CM's to exit the parks still in their costumes is a loser. It fails to support the illustration of a fantasy world when if you should happen to approach one and ask 'where's the nearest bathroom' -- you're likely to get the response, 'I'm off duty, ask that CM over there'. !!

The longer term CM's who lived thur the days where Disney World still acted like it was Disney -- are all upset by these things. If you happen to come across one -they will go out of their way to treat you as a Disney Guest should be. Of course, there's additional compensation, nor recognition for them -- that bothers me, Alot!.

In conclusion, I'd say that customer service in a Disney park has fallen over the past 10 years -- all driven by "cost management" -- "management" over the past decade has failed to understand what and how Disney parks have become popluar. I hope that changes, very soon.

 

[awatt]

Two years ago at the MK we exerienced a true Disney moment.

While riding on Peter Pan, my 6 year old's brand new Mickey baseball cap fell off into the water. She was crushed. Exiting the ride, the CM noticed my daughters tearful face and asked what was the matter. My husband explained about the hat. The CM asked what kind of hat it was. I thought he was going to offer to look for it if it floated by. Instead, he wrote us a slip/voucher to get a new one at the hat store on Main St. Tears quickly turned to smiles.

Last year we had another Disney moment.

We stayed at the GF,and I had read in advance about this special dessert they serve at wedding, a chocolate glass slipper. I thought this would be a perfect ending to a special dinner at Narcoosee's. It took a number of phone calls,and seemed it would be fruitless because noone at Narcoosee's knew what I was referring to. Finally one of the pastry chefs knew what I was talking about. He took me reservation info and promised it would be there for our special dinner. I was skeptical, and I was wrong. It was there as promised thanks to a CM who went the extra mile.

I'm looking forward to more Disney moments, and I hope the powers that be see the value in them.

 

[bongo59]

WELL We have been disney freaks for over 20 yrs............and we are big DVC ers.........2250 points as a family. We would not mind talking about our experiences over that time frame..............just email us or PM us if you'd like.

 

[JPC]

WELL We have been disney freaks for over 20 yrs............and we are big DVC ers.........2250 points as a family. We would not mind talking about our experiences over that time frame..............just email us or PM us if you'd like.

I would like to read it in this thread if possible.

 

[PECOS BILL]

DVCconvert makes a good point though I don't think the customer service has suffered in my view.
DVCconvert does seem to know more about the situation with the way the cast members are managed.
Just this week on MICEAGE Al Lutz has written an article on the employee situation at Disneyland.
Management styles at all companies are different. Managment of employees at least at my company is always in a state of change depending on who is calling the shots.
I think the NEW management team at Disneyland is on the right track with how they NEED to manage employees to maintain excellent customer service.
But first and foremost when managing a team of front line employees which are the meat and potatoes of your operation you MUST treat them with the
respect they deserve. Employees must feel they are important to the operation of the company.
Maybe the previous management team at Disneyland went so far in that direction that it was hurting the company.
A happy medium has to be found so that all concerned including us (the guests) are accomodated.
I have to say to all the castmembers that read this THANK YOU! My family is so apprecitive of the hard work you do while we play.
So far I can always count on an excellent vacation experiance when I visit Walt Disney World and it's all because of the Cast Members....every single one of you.
I hope the management team realizes that this is why we keep coming back and treat all their employees accordingly.

 

[poohj80]

I tried e-mailing Charles but no response yet. Charles, are you keeping up with this thread or would you prefer private e-mails?

 

[bcvillastwo]

...............of very consistent and good infromation on how most DVC people see WDW.

Here's my story, nine years ago we took our youngest son and one of his friends to WDW for a high school graduation present. While were were very impressed with the service provided by the CM's the magical moment for us came when we locked our keys in the car when we were checking out to go home. One of the bellmen must have seen that "oh darnit" look in my eyes when I realized what had happend and he asked if I had locked the keys in the car. I said yes. "Not to worry, we'll call a locksmith and one should be here in a few minutes." "Yea, right, a few minutes I thought, more like an hour" But, much to my surprise in less than 10 minutes a locksmith showed up, he unlocked the car and got the keys out in less than a minute, and the best thing of all, NO Charge. Yep, Disney had it's own locksmiths on site and they didn't charge me a dime. Considering everything, that was a great end to a great trip.

Since then, we have been back to WDW many times. Why do we keep going back? Because we haven't found any place else where we consistently get treated so well by employees. It was this that led us to read some books about the Disney enterprises and to become members of DVC.

Have we ever had problems? Sure from time to time we have small ones but each and every time Disney staff have resolved them in relatively short order, most of the time immediately.

 

[JimB.]

Other than disappointments with the park hours, and that I have problems with the "Magical Hours" thing (ONLY because I think it causes the park affected to get packed with people), I have not been disappointed with the level of service today vs. years ago.

However, I think cutbacks have effected the level of upkeep. Trash in the "nooks & crannys" I had not seen before. Perhaps too much upkeep performed in front of guests instead of after hours.

But EVERY interaction I have had with employees has been, at the minimum, cordial & professional, & at best "magical"

 

[TheRustyScupper]

1) I believe service or experiences need to be divided.
2) I would break them apart as functions and functionaries.

3) Functionaries (people)
. . . there have always been a few rude or non-caring CM's
. . . they just seem to be noticed more with the advent of internet blogs
. . . however, there still seems to be plenty of concerned and kids CM's
. . . there doesn't really seem to be a degradation of service or service levels
4) Functions (tasks)
. . . this area seems to have deteriorated in the past several years
. . . areas of maintenance and repair need to be restored to prior levels
. . . you can spot rust, blistered paint and burned-out light bulbs
. . . there is a lot of maintenance being performed during park hours
. . . this does reduce the "magic" of Disney to see painters and mechanics
. . . most maintenance was previously done after park hours

 

[dianeschlicht]

1) I believe service or experiences need to be divided.
2) I would break them apart as functions and functionaries.

3) Functionaries (people)
. . . there have always been a few rude or non-caring CM's
. . . they just seem to be noticed more with the advent of internet blogs
. . . however, there still seems to be plenty of concerned and kids CM's
. . . there doesn't really seem to be a degradation of service or service levels
4) Functions (tasks)
. . . this area seems to have deteriorated in the past several years
. . . areas of maintenance and repair need to be restored to prior levels
. . . you can spot rust, blistered paint and burned-out light bulbs
. . . there is a lot of maintenance being performed during park hours
. . . this does reduce the "magic" of Disney to see painters and mechanics
. . . most maintenance was previously done after park hours

This sums up pretty much how I feel as well. I do think the most troublesome change to me is with the "Functions" area. Twenty two years ago, on our first WDW trip, the one thing that impressed me most was the detail with which everything was kept up. I remember one day arriving at Epcot and finding a bed of beautiful yellow flowers gracing the entrance in front of Space Ship Earth. Midday we left for a while, and when we left there were NO flowers at all in that bed. When we returned serveral hours later, the bed was full of beautiful blue flowers! I also remember being so impressed with the attended restrooms. You didn't dare drop a tissue even while you were in the stall. A broom wielding attendant would have it scooped up before you could bend down to do it yourself! Those "little" touches are what I think is missing now, along with the deteriorating cleanilness of not just the bathrooms, but the entire resort.

 

[Disney Doll]

I have found most Disney CMs to be great. We have been to WDW numerous times in the past 14 years, and, quite frankly, I cannort remember what I would consider to be a truly negative experience with any CM. Some have been better than others, but none that were really bad.

I would have to agree that I see a bit of a decline in the overall upkeep of the parks...they are still better than most others of their scope, but, by Disney's old standards, I htnk there has been decline. As others have stated, there seems to be more stuff beign done during the day, there seem to be little details that are now "missed".

But overall, I'd still say that it's a great vacation spot!