Inspired by Ricapito & Bongo59

[greenban]

To answer Bongo59's question, Do you agree with Ricapito or Bongo59?

Link to thread: http://www.disboards.com/showthread.php?t=718713&page=1&pp=15

I strongly agree with Ricapito's post (quoted below) and feel that Disney standards have droped, especially under Eisner. I found his post to be fair, balanced and not arrogant. However, several others disagree, and find it to be arrogant, and Bongo59 raised this interesting question.

The way I sum it up is that the DVC was marketed as being a part and parcel of the 'Disney Magic', and I have every right to expect some 'Disney Magic' as a DVC owner. Not a surly, unhappy or rude CM at check-in. It doesn't matter if I'm from Jersey or Texas, just treat me well. Of course, my parents also raised me to treat others well, so I'm polite and appreciative. I don't need a comp for a minor glitch, but expect an apology and explanation when a serious error is made.

-Tony

Thoughts by a Naughty DVC Member on WDWZUES Manifesto...

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WDWZUES comments, as ignorant as they mostly are, are not his/her responsibility- they are Disney’s. They interviewed, screened, and investigated him. They hired him. They pay him. They are responsible for his satisfaction. They produce, and more importantly, market, “magic.” Magic, perfection, and a surreal fairytale experience are a very big hurdles-ones they chose and set for themselves. This is what is marketed, is what the Disney brand is, is the way they hold themselves out to be judged, and is their competitive differentiator. It isn’t price. We all pay dearly for this tall hurdle to be met.

I spend no less than $3000 all told for my yearly pilgrimage to Walt’s place, and others spend much more. I come at the invitation of Disney marketing, and I am demanding- but not rude. It is my biggest variable expenditure of the year. I can’t measure the joy I derive from escaping reality with my family, lowering my blood pressure, and re-establishing family as the most important part of my life when that fact can subtly get lost in the stresses of the year. I expect a lot. I forgive and overlook things that are honest error. I don’t forgive laziness, rudeness, cut corners, sloppiness, or mismanagement. Nope. Maybe it’s the Northeast in me, but I remind CM’s politely, but also rather directly, when I feel they missed the mark. I don’t expect to be “comped”, I just expect it to be fixed for the rest of you.

Shareholders and Eisner et al need growth/earnings. As that impacts the WDW numerator it translates into more park/resort visitors, spending more on admission and products, more often. We, as DVC owners, provide invaluable stability and predictability of revenues. Our behavior is inelastic- we attend and spend regardless of publicity or economic climate. It is a privilege to have customers, investors actually, like us.

The denominator, cost, equates to squeezing more visitors into the existing parks and resorts, paying employees less, eliminating benefits and perks etc. Cost containment is an economic fact of life. Walt Disney obviously envisioned profitability. But did Walt Disney really dream of shareholders and corporate types as keepers of the magic? Was this his vision? I’m not sure there is an alignment of interests in perpetuity, as shareholders demand yearly increases in growth and profitability. Something has to suffer eventually as WDW is a limited commodity, especially the MK. It can’t be duplicated.

So how does this weigh on CM’s like WDWZUES and the overall experience? My visit the first week of January: debilitating “off peak” crowds, admission increases in most flavors with the “Magic Your Way” tix, and though I’ve warmed to SSR quite a bit, there is no denying the underlying economics are noticeable in some respects more than at other DVC properties. (size..., space, self-serve restaurant, perhaps themed pool size). Importantly for this ramble, I had a number of less than memorable CM experiences. Are they paid enough to be retained and give a damn about visitors? Are they trained enough? Did HR investigate and screen them enough? Do they work too many hours? Are there enough of them to handle the crowds and guest volume without getting overwhelmed? (I realize they are only human) Most of all, does Disney marketing realize you can’t pay Ford wages and expect/market Lexus quality to be delivered by a CM? I’m paying for a Lexus, thanks. I want a Lexus, not excuses, not apologies, and not bitter CM’s like WDWZUES. I expect to be treated special, to have CM’s go the extra mile. While it isn’t the case yet, I truly fear that Disney shareholder demands will come between me and my utopia at some point.

Why apologize for or deny our demanding nature when in fact it is invited and paid for? WDWZUES and his manifesto are merely symptoms of a bigger problem: WDW is no longer one man’s dream. It is a rational economically self-interested publicly traded business....and it is up to us to politely yet vocally remind Disney what it stands for when it forgets. Don't change a thing, just be respectful. We, DVC members more than anybody, are the keepers of the magic.

Take Care,

Bryan

 

[ricapito]

I agree with Bongo59

 

[lllovell]

I bought in recently for the magic that I was offered and what was promoted to me. I don't expect certain views or other "bending over backwards" but I do expect good customer service and clean rooms. Disney has forever sold itself as the perfect vacation, the place where nothing is ever wrong and any problems are taken care of as soon as possible with everything being done to make sure it didn't effect your stay. Impossible - of course, but what I want is that spirit! I feel like we are sold a "piece of Disney" and it does entitle us to certain things (like a non-smoking room BEFORE a cash customer gets the last one - as long as they dont have a true medical need...I have to rely on others to be truthful about it), but I would NEVER EVER be rude or demand things that would effect others around me.

I don't want five star. What that implies to me is a stiffness that would make it not Disneyish. I want to be treated well and not be though of negatively just because I am staying on points. I want well trained CMs that know at least as much as I do about Disney (yep - DVCers and DISers are better informed - lots of internet users are now). I want to feel like I am wanted and welcomed. All of these things start with the CM that checks me in and continue through out my trip with hellos and smiles. Doesn't seem too difficult to me.

If I have a room issue, I will handle it. If I have a "bad" view, we will spend time making sure to enjoying the views from other areas. If I ask for my friends staying with me in a seperate room to be close to me, I dont see that it is too much to ask. Its about basic customer service to me and all over it is going by the wayside. So when some stand up and say "hey, do better!" they are thought of as naughty because of the yahoo that is griping about nothing and expecting the world for it. Not fair to lump everyone together like that and I hope that maybe Disney will take a closer look at all of this and address it.

I can always dream

 

[lllovell]

I agree with Bongo59

smartypants!!! lol

 

[greenban]

I agree with Bongo59

You (sir or madam) stink!

-Tony

 

[DisneySpence]

I agree with Bongo we didn't buy DVC expecting world class service we bought it for conveniance and ease of use not for any other reason well also because we love WDW.

 

[DrTomorrow]

I certainly expect a certain level of service, as I do at any other resort. However, I checked the POS and other documents I signed, and saw no mention of "Disney Magic" or "Pixie Dust", nor any guarantees of medical benefits (lower blood pressure, reduced stress levels). I believe it is reasonable to expect polite Cast Members who provide clean rooms, with all promised amenities, available on or by the promised time; if you're looking for talking animals, birds that land on your shoulders, mice that do your tailoring or the ability to read by fairy light, there's not a time-share on earth than can provide that to you.

From a practical, cynical, harsh reality perspective, anyone who bought into DVC expecting "Magic" was, to be blunt, taken in by the sales pitch. Sadly, Disney is subject to the same market and labor realities that any corporation is subject to - and the same demanding, "I'm entitled", never-can-be-pleased subset of customers.

From a positive, joyous, and optimistic point-of-view (which is what I usually have or strive for), the "Magic" comes from within. CM a little cranky? I'll try to cheer him or her up with a smile. Have to carry my own luggage? I'm thankful I can still carry my bags. The SSR pool not 30 seconds from my room? I have to carry my food from the counter to the table? I'm glad I can still walk. I have to risk exposure to the sun or rain in SSR's corridors? I'm glad I can still see.

IMHO, it all boils down to this: all we bought was lodging - that's all we have a right to expect.

 

[Chuck S]

Like others, I expect a certain degree of service, DVC is not a motel 6, after all. But I also don't expect everything to be perfect, I've worked in customer service. People are human, they make mistakes, they have bad days.

I expect a clean room, a relatively easy check-in process...yes I've had a few LONG check-ins, not because of not enough CMs, but because of new DVC members that didn't have a clue as to how the process works. I've had some "issues" with maintenance, but they've always been fixed in a timely manner when they were made aware of the problem. I've never gotten yelling made at a CM, nor do I expect to. I don't expect to watch other peoples children in pool areas, nor do I expect CMs to do so...I expect the PARENTS to be PARENTS.

I don't expect the Ritz-Carlton. It is a timeshare, after all, an upscale timeshare surely, but still a timeshare..not a full service hotel.

 

[KNWVIKING]

.... I guess there is a fine line between standing your ground & being demanding, getting what you paid for & getting what you expected.

We all have different comfort levels and expectations. I'm in the service industry which I believe helps make me extremely tolerant of less then perfect service from others. I understand "stuff happens" and my screaming about it isn't helping the situation one iota.

I get grief every day at work. When I'm at WDW that's the last thing I want. I've been on these boards a few years, have read tons of complaints. About 99% of the time I just shake my head. My vacation is too short to ruin it worrying about dust bunnies.

 

[DisneySpence]

Well said KNW I am also in the service industry insurance to be exact so I hear it all every day just makes you want to puke. I have found that if you are very polite and honest people get over it quickly and I will never put anyone through what I hear on a weekly basis life is way to short to worry about the view you have or anything like that just go and enjoy your time at the best place on earth is all I have to say.

 

[barb45]

Before we bought into DVC we stayed at BC and watched the DVC video a few times and that tune "do you believe in magic, if you really do, if you believe in magic you belong" really sticks in your head! If they are not marketing the Disney magic then I'm confused. We were told that belonging to DVC you could expect to stay in "deluxe" accomodations and the words "Disney standards" were used a lot. I don't expect people to fall all over themselves to please me - I just want polite service with a smile (I'm always nice to them because that's how I want to be treated) and I absolutely want a clean room (most important). I have only had a few problems, I have pointed them out and they were corrected immediately. I have been very pleased so far with the units we have had. On the other hand, I think the parks are suffering more. I agree that we are the keepers of the magic and I especially agree with the fact that if there is something amiss we need to have it corrected for future DVC'ers. If there is a problem with your room, politely have it corrected so the next guests don't have to share the problem.

 

[lllovell]

Great Points KNW.....

or cheerios....

I agree KNW. I tend to think "wow - I hope you didnt just let THAT spoil your whole vacation".

But, I also meant by my "buying into the magic" comment that Disney is the one place where a LOT of goofy things DONT happen and that is what I expect. (haha - goofy things ) That is what I bought into. That is what I expect to have happen to me - smiling people to help me, clean rooms, great service. Not sure where that became "5 Star" because I am more of a casual person and more comfortable at Disney than I would EVER be at a 5 star resort.

I always have a great time. I always get great service. Things happen and it if it really a big deal, I would do something about it - but not once has something big enough happened for me to not have the most wonderful time.


I mentioned in another thread about getting a smoking room when it was supposed to be non-smoking. Chuck pointed out that it probably WAS a non-smoking room, but it NEVER EVER crossed my mind to go down and scream and yell. The housekeeping staff knocked on the door about 9 to see if we were still there {which is something that I am not sure is going to work about that automatic check out - they dont know when guests are gone...but another topic for another day} and we made sure to walk down to where she was working on our row of rooms to tell her when we were gone - just to be nice and try to be helpful. I go to Disney because it IS magic to me. The surroundings, the lodgings, the parks, the service - its all a package deal. I am just wanting it to stay like that. Its been a hard year for Florida residents - maybe all of this will bounce back some after the state has really recovered from the storms and Disney has recovered from the current management woes that don't seem to be doing it any favors.

 

[WDWMom]

I voted for strongly agreeing with Bongo59

 

[ricapito]

Barb45, that video sold me too!!!!

 

[wintergreen]

I want to be treated well and not be though of negatively just because I am staying on points.

This is my concern, as well.

 

[Frozenfingers]

it is about the magic of family and a place to share it, it is not about the resort service or the workers attitude. While that should be acceptable it should not be required for you and yours to have a great vacation............it is not DVC or disney's goal to provide it either........

Both posters have some validity.. but Bong lost me with this comment.. If it isn't Disney's goal to provide a great vacation.. they better quit pumping so much money into television commercials. They promise great times and magical experinces. Disney set the standards that everyone aspires too..and providing that high level of individualized service.. the magical experiences.. is what makes Disney Disney. True.. the past years it seems t have slipped, perhaps that is what is ment by it (no longer) being a goal. I am just not ready to give up the dream, and I have expectations of cm's that were set long ago.. and I really haven't been disappointed.

Perhaps I can state it better.. What makes Disney special, it the attention to the little things. It is the details that make the magic. It saddens me to think that is no longer a goal.

 

[Sammie]

I certainly expect a certain level of service, as I do at any other resort. However, I checked the POS and other documents I signed, and saw no mention of "Disney Magic" or "Pixie Dust", nor any guarantees of medical benefits (lower blood pressure, reduced stress levels). I believe it is reasonable to expect polite Cast Members who provide clean rooms, with all promised amenities, available on or by the promised time; if you're looking for talking animals, birds that land on your shoulders, mice that do your tailoring or the ability to read by fairy light, there's not a time-share on earth than can provide that to you.

From a practical, cynical, harsh reality perspective, anyone who bought into DVC expecting "Magic" was, to be blunt, taken in by the sales pitch. Sadly, Disney is subject to the same market and labor realities that any corporation is subject to - and the same demanding, "I'm entitled", never-can-be-pleased subset of customers.

From a positive, joyous, and optimistic point-of-view (which is what I usually have or strive for), the "Magic" comes from within. CM a little cranky? I'll try to cheer him or her up with a smile. Have to carry my own luggage? I'm thankful I can still carry my bags. The SSR pool not 30 seconds from my room? I have to carry my food from the counter to the table? I'm glad I can still walk. I have to risk exposure to the sun or rain in SSR's corridors? I'm glad I can still see.

IMHO, it all boils down to this: all we bought was lodging - that's all we have a right to expect.

Totally agree.

I did not buy a Magical Place from Disney, I bought a place from Disney to allow me to make my own magic.

Which I am obviously do pretty well, because you don't see many posts on this board from me griping about my trips at Disney.

Yes we have experienced problems. Yes, they have been dealt with. I never got upset the problems occurred. I would have been unsatisfied if they had not been dealt with. Life is not perfect problems happen. We have experienced 2 trips in the middle of major hurricanes. Did it affect our trip, well of course it did. Plans were changed, things were cancelled, but we enjoyed the experience anyway. I imagine many people have never experienced a hurricane up close and personal. We have had rooms without air in July due to lightening strikes, no fit pitching, they had it fixed in about 4 hours. We have had lost luggage, they found it eventually. You can't go as often as we do and not have things happen. Murphy's Law.

Call me optimist or looking at everything through rose colored glasses, but I truely feel on any given day most people, CMs included, are doing the best they can do.

 

[lllovell]

OMG - LMBO!!!!!! wdwzues shows up to post a vote for Bongo (which I have NO problem with) but doesn't answer anything from the other post?

I should not laugh, but it sure seems weird to me. Heck - it took me 3 hours to read through all that (in between taking care of things in my house, etc). Yet, he has been online long enough to vote here! all if it is just too funny.

 

[bongo59]

the more i read here the more i realize many of you bought the marketing ploy of DVC...............but my point was and always will be go read the documents to see what you contractual bought then come talk to me.............I know i am correct............ricapito and those others think they know what they signed because the marketing gimmicks that swayed them..............Disney is a place where we make our magic.........and they just provide the venue...........they are not contractually bound to provide each and every DVC er with what that individual defines as the "Disney standard" or the "Magic" or "Pixiedust" I am truly astounded at what people truly expect from DVC..............And i am lost at where it came from and where they were promised it or in what document it was included?????? i reread all my disney papers today and not one gives me this info. I am left to be very happy with disney marketing since they have apparently done their job of convincing people that when you buy DVC feel you are somehow getting something they want...............and will come to expect. Good for us shareholders but maybe not so good for the rest of us DVCers who knew what buying a good timeshare was really about

 

[Muushka]

Bongo, I am not sure where you are going with your post, but I must say that if I thought for 1 minute that the CMs at DVC resorts are not obligated to be courteous and friendly to DVC members, I would sell the darn thing today. I have no use for a timeshare that I have to cringe when I think about checking into the resort or worry that I have made the "naughty" list.