People Write for Complaints, What about Great Job Done?

[lat]

Throughout the DisBoards, I read so many complaints about Disney, the room, the service, everthing. Last time I read someone whose child felt and she complained that Disney did not offer her a free plane ticket home.

We love Disney and feel that when compared to most other places, Disney already is one of the greatest in customer service.

How about writing for a praise for something or someone?

When I sent in e-mails to either DVC Member Services or Disney praising someone, I got such a happy and personal reply.

I feel I am giving back some of the magic Disney is giving me.

 

[JimC]

I prefer to send praise and thank you's the old fashion way -- I hand write a note on personal stationery, hand address the envelope and use a real stamp. It may be slower, but I like the personal touch and I believe it gets more attention (because it probably stands out in an electronic world).

These letters do wonders for a CM's career opportunities. And I am sure that when the note filters back down to the CM it lets them know that the guests notice and appreciate the extra magic they provide.

 

[goofy4dvc]

I have only contacted customer services one time and that was to give kudos to a CM that served us at the Trails End Restaurant in Fort Wilderness. I also believe that if people should notify supervisors in the case of excellent service as well as poor service.

 

[cgcw]

Absolutely!! Each and every trip.

When we are down at WDW, we keep a running list of CM's, their location and what they did to give that extra special touch. When we were returned from a trip earlier this month, I sent an email off praising 4 Cast Members who went above and beyond. I received a nice call from WDW thanking me for taking the time.

Last December, my letter of praise was published in the Main Street Diary, a publication for Disney World Cast Members. It made their day and also made mine.

Not very long ago when I was making my Priority Seating arrangements with Member Services, my DS3 was giving me a hard time about my being on the phone. I told him he needed to be quiet because I was talking to Mickey Mouse. He looked at me, wide eyed, and said "I want to talk". Surprised me and I responded that Mickey wasn't on the phone anymore. The CM told me to go ahead and put him on the phone. She took the time to become "Mickey's Special Friend". The CM definately made my DS's day but also provided the opprotunity I needed to get through my call and complete what I needed to do. The CM was very surprised when we were done that I asked to speak to her supervisor to give her a pat on the back.

It's the little things that mean the most. I will continue to give praise when it's due. I hope others will do the same.

 

[RobDoc]

I often "catch" a CM doing a great job and "report" them to a supervisor. Sometimes it's a MS CM and I just ask to speak with their supervisor. Other times, the great job requires a handwritten note being sent to a Disney division.

The type of praise (verbal, written or email) doesn't matter- every praise is added to their file and is used in training at Disney.

I try to be generous with praise as I'm also fluent in complaint. I have never felt the need to send written complaint, but do ask to speak with a supervisor when something hasn't been handled in an appropriate fashion at the time- both on the phone and in person at WDW. The "in person" situations have usually been addressed by the CM at the time- so asking for a supervisor has not been a frequently needed request. Fortunately, those occurrences have been far outnumbered by positive experiences.

Don't be shy about offering praise for behavior above and beyond usual and customary!

 

[InstImpres]

Originally posted by cgcw
Absolutely!! Each and every trip.

When we are down at WDW, we keep a running list of CM's, their location and what they did to give that extra special touch..

I do the same thing. I send a long e-mail addressed "Dear Mickey"/ I know they are read in detail, as I always get a call from the WDW executive office going over specifics. BTW, the executive office people are so amazing I sent a letter about Michelle who responded to my letter. We actually spent 25 minutes on the phone talking all about Disney.

Overal my letters usually praise 4-6 people by name and list great experiences. It often includes 1 or 2 FYI's of negative (but not trip ruining) things that happened.

I am glad to be able to give the magic back to those that gave to us.

Sandy

 

[Scott H]

I carry a little note book with me to get the CM's name, location, what they did and date. This helps when I write my after trip letter.

 

[Cruelladeville]

I am also one who tries to be as liberal with compliments as I am with complaints, since I am quite verbal If it really is a tremendous thing, I ask to see the supervisor in person to compliment the employee, and then I send a follow-up letter. Otherwise, I just send the letter. The absolute best thing that a CM did was over at POR French Quarter. I stayed for 3 nights (weekend points, you know), and got the Sunshine Flu. I was miserable!! When the maid came to clean, she got her immediate supervisor--they brought me water and juice, got soup from the snack bar for me, and checked on me several times during the day till my family returned from the parks. I have never been so touched by anything in my life. I have been going to Disney since 1975, and this tops the cake for me!! Their thoughtfulness still brings tears to my eyes.

 

[JVL1018]

I do not send emails for minor troubles(never had any major ones) nor for praise. I fill out the survey I get after every trip instead.
One time we had a great experience and before checking out I wrote a letter and delivered it to the front desk.

 

[SOBDOSNV]

We just got back today. As I was checking out, I asked for a manager on duty, they weren't there yet though, early check out. While waiting for our limo Steve brought her out to meet us. We talked with her, Courtney, for a few minutes and told her how much a couple of her castmates had done for us. Lauren in particular, she was the BEST. Courtney said she appreciated our compliments and said she would pass them on. It is people like Lauren and Steve that set Disney above any other place we've ever stayed. I do plan on writing an e-mail to DVC as well.