Jim Lewis Fired from WDWCo

[CarolAnnC]

Does anybody else find it a little odd that this thread originated in "Operations" and was moved to "Mousecellaneous"? I can't imagine anything more Operations that JL being fired and if I were searching for information about his firing in the future, I would most certainly assume I would find such information, if it existed, in the Operations section of the board.

FYI, in the future please pm or email the board moderators with this type of query, as it is not appropriate to place in a thread on the boards.

Since it has been out here a while, I am placing below the DVC Board descriptions for both Operations and Mousecellaneous as a "refresher" for you. Keep in mind, when the thread began, there was NO official confirmation, it was a rumor and speculation thread. It will remain on this board however and will be the "official" thread for discussing the topic of Jim Lewis being terminated. Thank you.

DVC OPERATIONS

The DVC Operations Board is the place to discuss Disney Vacation Club ownership (membership) benefits, policies and statistics – Essentially any information contained in the Vacation Planner and POS.

DVC MOUSECELLANEOUS

The DVC Mousecellaneous Board is the place for discussions about DVC related topics not specific to DVC operations, DVC vacation planning, or Renting/Trading DVC reservations or points. This is the place to post "Welcome Homes" and other congratulations, trip countdowns, room and trip reports, DVC rumors and speculations, DVC special events (cruises, member get togethers, ride/attraction previews), member discounts and perks, other Disney perks and how they related to DVC members (DDE, Dining Plan, etc). These discussions are welcome here. Any threads/topics not DVC specific will either be moved to the appropriate DIS forum, or will be closed.

 

[KevGuy]

All I can say about JL is good, he got what he deserved. I love DVC and have always had a great experience evey stay thank goodness, but the downward trend has been very apparent the last few years.

 

[WilsonFlyer]

I'm sorry Carol. I sincerely apologize. It wasn't meant as a criticism at all. I Was just wondering. I am sincerely sorry if it offended anyone.

 

[sgtdisney]

We can blame a lot of stuff on Jim Lewis, but I think he's off the hook for the disappearance of the peach towels, placemats & cloth napkins.

HAHA! Well, I can try right? Of course the peach towels and green napkins won't fit in too well with the new color scheme in the redone OKW units....

 

[anniet]

Me too! Unfortunately, the downturn in maintenance and quality is likely now in place enough, that it is the new "normal" and will be the starting point for whomever takes JL's place. Remember, it will likely be the same team hiring his replacement as hired him.

Doubt it since there were so many changes above him. I would like to see the quality of the member experience improved and the cuts made within. I can tell you that DVC spends LOTS of money on trying to make the sale. This was a bone of contention with me and A LOT of other cast members when I worked there. I would send GOOD tours over to the Open House and I had a 25-30% conversion rate, but I was barely making my goals...why? Cuz I wasn't going to send someone who clearly had no interest over to tour just so I could make a buck. On the other hand DVC has recently been in the habit of hiring people from other timeshares who send a lot of tours over to the sales center and they have a 7-12% conversion rate. They are making a lot of money for themselves, but not a lot of money for DVC.

Couple that with a down economy, yet they kept pushing people through the Preview Center turnstiles, a 50%plus turnover rate in ASAs and the costs of training everyone who comes through that revolving door, keeping locations open that some ASAs don't want to work because they are practically impossible to book a legitimate tour....believe me...THERE ARE PLENTY OF PLACES to cut costs before they need to downgrade the quality of the rooms AGAIN....and I only saw what could be cut in the ASA area...I can only imagine what other big chunks of fat are in the operating system.

 

[hacknsuit]

What am I misssing? Why is he so disliked? and now that he's gone, how is that better for us?

 

[wrighter]

Having read this thread in its entirety, I must admit that as a fairly new DVC member I was unaware of the details behind the JL regime. Am glad to have my eyes open, and will be watching for updates.

Thanks to all those who have posted here with personal knowledge and experiences. Here's to moving forward with hope in our beloved DVC!

 

[goofystitch]

Doubt it since there were so many changes above him. I would like to see the quality of the member experience improved and the cuts made within. I can tell you that DVC spends LOTS of money on trying to make the sale. This was a bone of contention with me and A LOT of other cast members when I worked there. I would send GOOD tours over to the Open House and I had a 25-30% conversion rate, but I was barely making my goals...why? Cuz I wasn't going to send someone who clearly had no interest over to tour just so I could make a buck. On the other hand DVC has recently been in the habit of hiring people from other timeshares who send a lot of tours over to the sales center and they have a 7-12% conversion rate. They are making a lot of money for themselves, but not a lot of money for DVC.

Couple that with a down economy, yet they kept pushing people through the Preview Center turnstiles, a 50%plus turnover rate in ASAs and the costs of training everyone who comes through that revolving door, keeping locations open that some ASAs don't want to work because they are practically impossible to book a legitimate tour....believe me...THERE ARE PLENTY OF PLACES to cut costs before they need to downgrade the quality of the rooms AGAIN....and I only saw what could be cut in the ASA area...I can only imagine what other big chunks of fat are in the operating system.

DVC has indeed hired people from other timeshares - the sleazier the better. These people have conversion rates much lower than 7%, and you're right - they are laughing all the way to the bank while the ASAs that are trying to do the right thing by bringing in people who truly want to learn about DVC are getting the shaft. Maybe if JL's replacement realizes what sets DVC apart from other timeshares, then things will get better for everyone.

 

[TisBit]

What am I misssing? Why is he so disliked? and now that he's gone, how is that better for us?

In a nutshell, Jim Lewis was in charge of DVC during a great deal of change. Many people blame him for some perks that were lost, policy changes, etc. As the leader of the ship it is usually a correct assumption, but I also temper that with the fact that many people blame Iger for everything now, Eisner before him was destroying disney and Roy was dragging Walts legacy through the mud before that.

There will always be people that dislike change and will blame the leader and say he is incompetent. But, in the business world, you are given specific criteria for the job and it is possible that he was also under a great deal of pressure to increase revenues as well.

 

[hauntedcity]

As a new member, I had idea I was buying into a situation so exciting and DRAMATIC! I'm about halfway through this topic, but I'm going to make some popcorn to enjoy the rest of the story.

Oh, the drama!

 

[Deb & Bill]

HAHA! Well, I can try right? Of course the peach towels and green napkins won't fit in too well with the new color scheme in the redone OKW units....

No, the peach towels will still fit right in. They didn't do anything it the bathrooms except repaint the pickeled wall.

 

[Steamboat WillyNilly]

The disgruntledness from the members to me is a lot like the normal people at WDW that say "it was so much better when....". A lot of people want to remember a time when things were just rosy and great, but a lot of times that is more imagination vs reality. In a members "honeymoon" phase of owning DVC, they are always going to be happier, but as years go by and things change, they will start complaining.

This statement is unfair. It's like labeling an entire group racist yet there is only a couple people.
I've been a member since '97 and have loved coming here almost every year since '93. I come because I love Disney but I have noticed our perks becoming less and less. I miss the free valet, 10% off at the Disney store and some others. The new banking policy doesn't bother me but if what he said was true on why it was implemented, then I'm glad to see him go.

I was on last years SSMC and found it not to be as much fun as the very first one that I went on in '03. Friends we met last year said the "Freebies" every night became more and more cheap and they were using the same "Freebie" ideas and cruise names that were used on SSMCs prior.
With all the imaginative power behind Disney you would think that these "little things" would keep getting better and better! The only reasons they wouldn't would be OPERATING ON THE CHEAP and A DISASSOCIATION WITH HOW YOU GOT THERE! You need to keep your base happy in order to grow!!!! Word of mouth is KEY! I have walked by many a DVC kiosk and have overheard the conversation and hesitation of people and told them to just go, that it isn't a high pressure sales pitch and that it is fun getting all the info. I've persuaded quite a few over the years.

That's my 2 cents from a non insider. The "Magic" has dissipated for some time now and it would be better to have "The Best Kept Secret" than "Hey, I Wanna Talk To You bout Something". Here's to hoping things get back on the right track!

 

[jimmytammy]

Doubt it since there were so many changes above him. I would like to see the quality of the member experience improved and the cuts made within. I can tell you that DVC spends LOTS of money on trying to make the sale. This was a bone of contention with me and A LOT of other cast members when I worked there. I would send GOOD tours over to the Open House and I had a 25-30% conversion rate, but I was barely making my goals...why? Cuz I wasn't going to send someone who clearly had no interest over to tour just so I could make a buck. On the other hand DVC has recently been in the habit of hiring people from other timeshares who send a lot of tours over to the sales center and they have a 7-12% conversion rate. They are making a lot of money for themselves, but not a lot of money for DVC.

Couple that with a down economy, yet they kept pushing people through the Preview Center turnstiles, a 50%plus turnover rate in ASAs and the costs of training everyone who comes through that revolving door, keeping locations open that some ASAs don't want to work because they are practically impossible to book a legitimate tour....believe me...THERE ARE PLENTY OF PLACES to cut costs before they need to downgrade the quality of the rooms AGAIN....and I only saw what could be cut in the ASA area...I can only imagine what other big chunks of fat are in the operating system.

I can speak on Annies behalf, and I dont feel she would have a problem at this point with me doing so, considering our friendship, she saw 1st hand, as an owner, as a CM, where things were going wrong. She was not a disgruntled CM, she truly had legit reasons for her concern. So many times, it seems we write CMs off as such, but she truly loved her job. We kept in confidence her concerns, but all the while watched more carefully, rather than as an owner in bliss, but as a concerned one. And she truly means what she says about not sending folks who would truly struggle to pay for DVC over to tour just to get her money.

I was truly concerned where OKW owners were being effected, because it meant us owners of later built resorts were next in line for the cuts where they come in refurbs, etc.

Im not one to jump on the bandwagon unless I truly feel change needs to come, I am human, I dont like change. But this is a case of it is broke, it needs fixing! Lewis did wrong, knowingly, he needed to go. Now our beloved DVC is vunerable to the critics. But we will prevail. I have no doubt.

Hopes are they will weed out the slime that is the norm among timeshare people, and get DVC back to its right place, at the top!!

Annie, thanks for revealing what you saw. It allows us that glimpse inside, helps us to be more mindful of not allowing our investment to become just another timeshare Annie, I hope more like you come along and become CMs, Disney in general, and its guests will be all the better for it!!

 

[jimmytammy]

As a new member, I had idea I was buying into a situation so exciting and DRAMATIC! I'm about halfway through this topic, but I'm going to make some popcorn to enjoy the rest of the story.

Oh, the drama!

Dont get scared off. I can imagine how I would feel if I was a new owner and seeing all this unfold. We are passionate about our DVC and our home resorts, but we unite when wrong is cast upon us. Stand strong with us, and BTW, Welcome Home!!

 

[Deb & Bill]

What am I misssing? Why is he so disliked? and now that he's gone, how is that better for us?

In a nutshell, Jim Lewis was in charge of DVC during a great deal of change. Many people blame him for some perks that were lost, policy changes, etc. As the leader of the ship it is usually a correct assumption, but I also temper that with the fact that many people blame Iger for everything now, Eisner before him was destroying disney and Roy was dragging Walts legacy through the mud before that.

There will always be people that dislike change and will blame the leader and say he is incompetent. But, in the business world, you are given specific criteria for the job and it is possible that he was also under a great deal of pressure to increase revenues as well.

Even moreso, there was a complete lack of communication with members regarding policy changes. Most of the time it was found out by rumors which were discovered to not be rumors but fact. There was the dumbing down of procedures to make it easier on the membership (changes to banking which was already discussed, calling to make a reservation changing from the last day of your trip to make it equal for all members to calling from the first day of your trip - all at 11 or 7 months out). Supposedly, the reservation change was made to reduce calls to MS. But if you want to book eight nights or more, you still have to call multiple times to book those stays.

Vacation Magic, a delightful little quarterly magazine for members, suddenly became the Disney Files, a stupid rag about everything Disney and almost nothing about DVC.

Deevy See, need we say more??

I still remember his column in Disney Files talking about the wonderful member who sent him a letter/called him/met him in person who told him he took the time to check out his villa to report damage/missing items/etc and that JL thought all members should do that instead of requiring the staff to make sure the villa was ready to be occupied.

He went from VP of DVC to President of DVC for some unknown reason. When he did that, suddenly there was a mass mailing to all members about his leadership in the Timeshare industry organization (see, made such a big impact on me that I don't remember the name) recommending sending cash to the organization.

The logo. Yuck.

Free valet parking was a loss to members, but it wasn't because of anything that happened at DVC. It was a loss because it wasn't free anymore. There was a fee that had to be paid with the new contract and you could either pay for it with dues or when you park your car. I'm not holding that one against him.

Under his leadership, DVC went from an exciting Disney product to the same old timeshare stuff. Build, build, build and forget about the existing properties.

Yes, it was time for JL to leave.

 

[minnie6895]

4) With all that said, I think that the people who complain about the condition of the DVC resorts are the same types who have been complaining that Disney overall has been doing downhill since the day it opened its doors. The resorts are high traffic resorts catering to families, so there are always going to be some bumps in the road. I have always found the DVC staff to be very attentive. Furthermore, I have never had a bad vacation. On top of that, members have long clamored for more vacationing options, so how can anyone be upset with the fact that new resorts have been going up right and left?

I disagree with "the people who complain about the condition of the DVC resorts are the same type who have been complaining that Disney overall has been going downhill since the day it opened it's doors."
We love all of our trips to Disney and have always left exellent responses to most questions if we got a survey when we got home. This was not the case after our trip last month. We own and stayed at BLT. The room was not at all up to par. The air intake in the bedroom was filthy. Gobs of dust on it. Didn't appear to have been touched since BLT opened, it was that bad. The balcony wasn't much better. There were several other things as well, but my point being that it was not acceptable. We were supposed to bring friends with us that were unable to come at the last minute. I was thankful because I would have been so embarassed after going on and on about how wonderful BLT is. We have had several things we have overlooked during our DVC stays (and it has seemed to go downhill over the last several years), because we love it.

 

[lockedoutlogic]

My 2 lincolns is....

DVC is on the "decline"...and will stay in the decline going forward because - frankly - the economy is still crap.

All the talk, projections, pundits, and politics hasn't proven anything. The United States (and the EU...for that matter) is on a path of decline/ stagnation because they have no production resources...only "sales".

But that's neither here nor there...the important thing is that in a down period for economic growth or losses...travel is the FIRST thing to suffer. It's completely discretionary and the "pain" of eliminating it is minimal.

DVC had to suffer for the last five years...it was unavoidable. it seems to do better than I would have expected...all things considered.

So if lewis was fired due to not "reaching goals" then that's just stupid. There's no way to sustain a travel entity without losses or cuts or stagnation in such an economic climate. WDW's struggles with discounts being a good piece of evidence to this fact.

But this has the potential to get WAAYYYY worse.
God knows what glorified slash and burner they plop into this title now...it could be much worse.

But this is another example of just how poisonous the corparate culture is: disney threw up 1000 units at saratoga practically overnight...didn't put much in the way of amenity into it...and stood there and took visa payments in the tens of thousands of dollars for contracts to those that didn't have the resources...the same who probably were borrowing subprime back at home.

They made their gravy for five years and now will whine when it's thined out a little bit.

Such is the corporate vulture...no meat shall be left on the bones.

 

[jarestel]

Regardless of any specific reason for Jim Lewis' dismissal, as a relatively long term DVC member, I view this as an opportunity for DVC to get better. Truthfully, they weren't getting better under the stewardship of JL, just more generic. As in "just another timeshare".

For the "be careful what you wish for" crowd, I'm not concerned that Disney will conduct an active search for someone to do a worse job than JL. I expect they have already identified a candidate - or candidates - they anticipate will perform on a higher level for both DVC and the membership in general.

So, in the glow of the recent change, I'm cautiously optimistic that better DVC days lie ahead for all of us. But as always, time will tell.

 

[JimC]

Interesting times and fascinating thread. Four points come to mind at the moment.

It strikes me that a public firing of an executive is a rare event. He is being held accountable for something and Disney wanted and/or needed to signal that in a very direct way. Of all the mentioned reasons for his departure, the Aulani issues seem to best explain the how and why of this event.

There are likely others who share responsibility for whatever happened and those will probably not get the public treatment. Hopefully there will be much learned and changes made to prevent a recurrence.

A good employee who makes a serious error in judgment, even a costly one, is often counseled and put back in the game. But there are lines that cannot be crossed without serious repercussions, and this appears to be one of those times.

Disney has a great heritage and a unique brand. Our visits over three plus decades have brought much fun and the CMs deserve a serious portion of the credit for that. I'm not blind to the challenges and issues that exist, or the "value" concerns others raise. Just trying to keep it in perspective that overall we continue to enjoy our time with Disney.

 

[ReneeandLori1226]

I am really enjoying reading all the points everyone is making. DP and I love our membership and we are very interested in seeing what happens next.