The DIS Boards in NY Times article

[mickey2000]

Those professionals doing their jobs at Disney will tell you the Show is exteremely important. The issue is that while they still do a better job at it than most, they just don't do as good a job as they used to.

What a great statement ! I totally agree..........

.
The facts are clear!
Guess I'll get a quote now on the facts ........

 

[lllovell]

I have been discussing this over on the DVC Community Board and its interesting to me how things take different turns in different conversations. Here is the link to the DVC conversation http://www.disboards.com/showthread.php?t=876928

I dont disagree with the statement about show and how it IS still Disney's focus and it is what sets them apart, but I also agree with Bicker that its not even close to being all Disney at fault here.

How many times have you seen people getting up at a counter service restaurant leaving ALL their trash on a table? How many times have you been in the restrooms and watched people toss papertowels at the trash and shrug if they miss and walk on? How many times have I seen people dropping trash as they walked around the parks?

I think the general public (sadly a majority IMHO) think THEY are paying for someone else to clean up so they can be slobs. All the extra money that has gone into "cleaning up" the general mess comes from elsewhere in the maintenance budget. It might be in housekeeping. It might be in physical maintenance. I don't really know, but I do know it REALLY upsets me.

There is also the "I PAID A LOT FOR THIS VACATION - YOU BETTER KISS MY BUTT" attitude that has really gotten a boost from boards like these where people discuss the magic THEY received and then everyone else feels entitled to it! (Deb said it best in that article about the towel animals). There are WHOLE threads about how to get cards and balloons in your room for special occasions. There are even *gasp* newspaper articles that talk about taking your gripes far enough up the line and you will get a FULL refund for your trip (specifically this one). MEMEMEMEMMEME - I matter MOST dang it - and DONT YOU DARE forget it! ugh....People in general really HAVE changed. (and not one of us can say we have gone to WDW and NOT seen the parents screaming at their kids about money vs. good times - we have ALL seen it)

I find it very hard to blame Disney for providing excellent customer service, superior parks, being a good employer and yet so many people expect and demand things that are not reasonable - which effects all the things I just mentioned - customer service, the parks, the employees in so many ways.

MY OPINION ON THE ARTICLE:
One of our regular posters pointed out to Mr Passy that the mother who brought her children and needed the joining rooms for medical reasons wasn't sent off to BFE! She was moved to a further building in the resort (how would they even know this? Did the mother actually check the original rooms?) that was *gasp* full of teenagers. No way - an All-Star with school groups? EVERY BUILDING in the All Stars and Pop are full of school groups and its luck if you get close to the foodcourt/lobby area unless you pay the upcharge for a poolside room, and its still a bit of a walk. I HATE Disney's "request" policy concerning medical reasons, etc (they dont seem to have a good standing policy on how to handle REAL medical needs) but I am SURE that mother was told that her adjoining rooms were a request and not a guarantee. I have NEVER called when they didn't tell me that and if I HAD to have things like that, I would not stay on-site or would have stayed at a more expensive home away from home room. The policy becomes limiting, but its my decision to accept it or to stay elsewhere. This person apparently got $100 off (which is over the average cost of a one night stay) which is what Mr. Passy himself said was "industry standard" for handling an upset customer. What else does she deserve? A better policy - maybe...but it is the current policy in place - and I bet ALL of you know that requests are not guaranteed.

Same thing for rollaway beds (at least at DVC resorts). 3 different CMs told this person they would give him one? What? I don't know the policy at the non-DVC hotels, but I do know that you won't get a rollaway at a DVC.

Also, this writer seems shocked to find SSR still under construction (and if any of you have been there - they have opened FULL sections at a time - there are NO rooms open in the areas being constructed). If his original intent was to write an article about SSR, then why didn't he do ANY research?

Basically, there are some good point here - Disney needs to keep their eye on the ball and hopefully they will recognize that with the changes that are occuring at the top levels, but in my opinion, too many "bad" points make this article worthless.

 

[raidermatt]

I don't disagree with the idea that things have changed. For example, people leaving their trash around.

But again, from a businesses' point of view, these are simply realities of life. Disney is not going to change the personal habits of its guests. So the question becomes, what do you do about it?

Two choices- 1, throw up your hands and say we can't do anything about it, so the parks will just be dirtier. 2, adapt, and find ways to deal with the problem without compromising your product.

Of course, the second choice is the more difficult one, but aren't we talking about an experienced company with highly paid and trained professionals who are supposed to be able to find solutions to difficult problems?

Of course the customer is the root cause of virtually all trash being left on the ground. Even if it occured with less frequency in years' past, it was still a customer who left it there. The principle of the matter has not changed. The company still has to choose whether to give up and allow its product to suffer, or to adapt to the ever-changing environment.

 

[lllovell]

btw - someone gave me the link for the people staying at the All Stars that are mentioned in the article. I was mistaken about her circumstances (she DID go the appropriate way and use Special Services) and she was treated rather badly.

Sadly, I suspect what happened to this woman is that somoene else showed up in between, raised a total ruckus at the front desk and got themselves into this ladies "connecting" rooms. I don't know this for a fact, but it DOES happen (especially in the DVC side of things with the "room ready" policy).


Matt - I agree, they do have to work on things. They are trying different things currently I believe (there have been so many changes in the last year to tickets, packaging, etc) so it will take a while for them to pan out. You do have to change to the demands of your customers, but this also goes back to things like the food stands being closed example. We gripe about things and they respond - not always well - and yet we are shocked when tickets go up or services go down, etc. Its a hard balancing act.

 

[manning]

That entire movement has been discredited. The turning point was when, in one year, Wallace Industries won the National Quality Award, crowned as the paragon of quality and customer satisfaction, and in the next year, went out of business.

Are you referencing to Wallace Co. Inc. whose main business was serving primarily petrochemical and chemical industries? They won the award in 1990. I worked for a large oil company at the time. Around that period the bottom was dropping out of the oil sector. Oil prices dropped down to around 10 dollars a barrel and all the oil companies started to downsize and sharply curtail there spending, both in exploration and maintenance. I know I worked in purchasing. There were a lot of suppliers who folded, good and bad. I think they had a little under 300 associates working for them. We didn't survive and where involved in implementing quality. The sectors in our company where it was were beating the pants off the areas not yet on the program. We just ran out of time. We got bought out about a year before things started to turn around. A year earlier recovery and we would still be around today. If you don't have anyone to sell to, what else is there to do. Quality control, like everything else, doesn't guarantee survival. They may not have had the cash reserve to ride it out!!!

 

[raidermatt]

I have no problem acknowleging that it is a difficult balancing act.

It just shouldn't be an excuse for letting key aspects of the product deteriorate. If all you are doing is saying it isn't easy, hey, again I agree 100%.

 

[FrozenTundra]

The principle of the matter has not changed. The company still has to choose whether to give up and allow its product to suffer, or to adapt to the ever-changing environment.

They did adapt. After a parade or Wishes, the parade routes & popular viewing areas look like a war zone. So Disney adapted with Bradley Fighting Hoovers.

 

[lllovell]

I have no problem acknowleging that it is a difficult balancing act.

It just shouldn't be an excuse for letting key aspects of the product deteriorate. If all you are doing is saying it isn't easy, hey, again I agree 100%.

No no - not an excuse. (that is another whole area of MEMEMEMEM that I can't stand - its not MY fault). I think they ARE trying things it just takes a while.

I am actually very happy with my visits to Disney. We go often (3-4 times a year...DVC owners...stay at values and moderates in between those trips...always do the parks) and so far, I can say that the only disappointing thing to me is the behavior of the other people around me. If I have been lucky, well - I will take that.

I do think they are addressing ideas. They are trying to fill the hotels, which leads to more income which gives them more to spend on maintenance and other items. I hope they take the money they are producing and actually USE it to continue improvements/implementation at the parks.

 

[raidermatt]

They did adapt. After a parade or Wishes, the parade routes & popular viewing areas look like a war zone. So Disney adapted with Bradley Fighting Hoovers.

Ah, yes. Very magical contraptions, and I have the video (and audio) to prove it.

By the way, interesting use of terms from somebody still "earning their ears" around here.




lllovell, I'm almost with you, but I still get the sense that you are at least somewhat justifying the areas of slippage. This is not a company strapped for capital. What burdens there are have come through a series of questionable investments and underperforming units other than the parks.

Cuts began in ernest at the parks in the 90's, when attendance was still building towards the record levels of 2000. Why? Disney was not cutting things because they couldn't afford to do otherwise. They simply made a decision that they could get a better return than what they were getting.

Then, in the post 9/11 environment, the cuts came hot and heavy. On the surface, with obvious justification. But as time wore on, investors and analysts were told that the company would come out of this period in better shape because some of those cuts and "margin improvements" would become permanent.

Which brings us to where we are today. Some things were restored, others were not, just as the company said would happen. A new park management team seems to at least have a better handle on what the parks are about than the previous Pressler-lead team, but still, we are left to wonder why there have been areas of slippage in Disney's famed customer service.

Other destinations are fully back from the recession and post 9/11 issues. In fact, Central Florida itself is seeing a record number of visitors.

Yet WDW is not seeing those record numbers, and is revamping its pricing and marketing strategies to try to get there. In fact, they are telling us that this is the primary method they will use to achieve their growth targets, not capital investment.

All I ask is that you consider the possibility that the impacts of all of the cuts of the past decade or so are starting to be felt. After all, when a place like WDW makes cuts, guests who have already planned trips aren't likely to cancel. Many only visit every few years, some even less often. It takes time for those cuts to really be felt and understood by its guests (fanatics like us aside).

Of course that doesn't mean nobody likes the place anymore. But its a fine line between what will generate a 3% increase in attendance and a 3% decrease. Yet that kind of difference can be tremendous for the company fiancially.

Yes, they are trying different pricing structures in an event to convince people to visit, stay on-site, and visit longer. This is all well and good. But one can't help but wonder if this has been made necessary at least in part from their own decisions.

Its simple economics. If you decrease the value of what you are offering, in any way shape or form and in even the slightest amount, you risk experiencing a corresponding drop in demand for your product. The consumer isn't going to care if its because more of their brethren leave hamburger wrappers on the table, or if the company has promised margins of over 20%, or if ABC is only just now reaching a point of profitability.

Disney knows, or at least knew, how to do this right. That part of it is not a learning process.

They are trying to fill the hotels, which leads to more income which gives them more to spend on maintenance and other items.

But see, this is a problem. The implication here is that if they aren't making as much money, then they can't spend on maintenance and other related items. That simply hasn't been the case. The company has money for these things, its just a case of deciding what the priorities are.

Beyond that, when you let these things slip, customers will notice and respond. Some will complain on the internet, but most simply say nothing. You don't even know they didn't quite get what they wanted from their trip until its time to plan the next one and they choose another destination, or a shorter WDW trip.

 

[mitros]

I am going to say it again. There are more people coming to the parks now, Disney is filling the hotels, so why are they still so understaffed at WDW? Maintanence is still lacking at the resorts, rotted wood chipped and peeling paint, bulbs burned out all over the place, food wagons and kiosks are still closed, {causing ridiculous waits at other stands} rides are breaking down {maintenance again,} One CM on a ride where there used to be three, {safety considerations?} on and on, ad infinitum {did I spell that right?} and we are DVC members and go every month, several times in fact. And we see this type of thing all over.
To us, this is just plain sad. We love Disney, and hate to see this stuff going on.

 

[Goofy4WDW1964]

I base most of my opinions of the state of the parks on my own experiences over the last 10 years. From what I have seen, the state of the parks has declined.

When we were there this June, we experienced several cutbacks. We were in Frontierland one evening back by Thunder Mtn Railroad and Splash Mountain. It was night, but still very hot. We were looking for a place to buy water and couldn't find any in that entire area of the park. I even checked at the Splash Mtn gift shop and they told me that the closest place at that time of night was over in Liberty Square. We couldn't get to Liberty Square because the parade was going on. There were two drink carts in the area but neither one was operating. And there was still two hours of the park being open.

Also, it was extended hours one evening. We asked three different cast members where to check in and get our wrist band and all three sent us to three different places, none of which were correct.

We went to lunch at the Pinochio House in MK one day. By 11:30, the entire place was full with no place to sit down. The entire upstairs station was roped off and empty and remained that way. People have told me that they were probably short staffed. Sorry, not an excuse. There were two CMs standing around leaning on the cleaning carts.

One of my favorites is the combining of Dixie Landings and Port Orleans. I realize that during post 9/11 crowd levels, that cuts had to be made. This is one of them that should have been reversed immediately after attendance began to increase. Each resort should have it's own amenities.

We go to Disney because of the atmosphere. One of the reasons I didn't mind paying more for Disney was because of the service. Not any more. And I never expect anyone to "kiss my butt" while I am there. Each year we have gone, we come back thinking "why didn't we buy into DVC". Now, we come back thinking "we are so glad we didn't buy into DVC". Not because DVC is or has become a bad thing. But, because we are glad we aren't stuck with Disney as our only vacation option. For the first time in ten years, we are planning our next family vacation to a different destination.

 

[manning]

We go to Disney because of the atmosphere. One of the reasons I didn't mind paying more for Disney was because of the service. Not any more. And I never expect anyone to "kiss my butt" while I am there.

Each year we have gone, we come back thinking "why didn't we buy into DVC". Now, we come back thinking "we are so glad we didn't buy into DVC". Not because DVC is or has become a bad thing. But, because we are glad we aren't stuck with Disney as our only vacation option.

For the first time in ten years, we are planning our next family vacation to a different destination

That speaks volumes for what quality can do for you. There are two ways to cut cost. Maintain quality and cut the cost of having to repeatedly correct defects, or do a fast and dirty across the board cut. You are now seeing the results of the fast and dirty. People are starting to walk. I remember someone say 'work where you are treated decently, if you aren't and good at what you do walk and work somewhere else. It's there loss.' Disney use to get the cream of the crop......no more.

 

[taximomfor4]

I am one of those Disney fans where I feel Disney can't do wrong. If they did and people really were THAT upset with an incident, we wouldn't have all of these boards with how are the crowds. It seems pretty crowded to me so that can't be doing everything wrong. I work in the travel industry and with regards to the report. Not everything is guaranteed especially when it comes to connecting rooms and non smoking. If people travel enough then they should know that. Otherwise shame on their travel agent who booked them!




19 days till CSR!!!!!!!

I was the connecting rooms person in the article. It was definitely a bigger deal than just that. My original thread was ASMu Woes, on the trip reports board, with the whole story.

And I have never stayed in any hotel with just me and my 4 kids, and NOT gotten connecting rooms. Its a no-brainer with 4 kids <11. And upon booking ASMu through Special Needs, I had 2 ressie #s because sometimes my dh was going to be there too, and part of the stay he wasn't. Due to their maximum occupancy, we HAD to have 2 rooms connecting.

Anyway, wanna rush back and finish reading this thread. Finals are over, and I am doing lots of NOTHING today!!!!!

Beth

 

[taximomfor4]

I have been discussing this over on the DVC Community Board and its interesting to me how things take different turns in different conversations. Here is the link to the DVC conversation http://www.disboards.com/showthread.php?t=876928

MY OPINION ON THE ARTICLE:
One of our regular posters pointed out to Mr Passy that the mother who brought her children and needed the joining rooms for medical reasons wasn't sent off to BFE! She was moved to a further building in the resort (how would they even know this? Did the mother actually check the original rooms?) that was *gasp* full of teenagers. No way - an All-Star with school groups? EVERY BUILDING in the All Stars and Pop are full of school groups and its luck if you get close to the foodcourt/lobby area unless you pay the upcharge for a poolside room, and its still a bit of a walk. I HATE Disney's "request" policy concerning medical reasons, etc (they dont seem to have a good standing policy on how to handle REAL medical needs) but I am SURE that mother was told that her adjoining rooms were a request and not a guarantee. I have NEVER called when they didn't tell me that and if I HAD to have things like that, I would not stay on-site or would have stayed at a more expensive home away from home room. The policy becomes limiting, but its my decision to accept it or to stay elsewhere. This person apparently got $100 off (which is over the average cost of a one night stay) which is what Mr. Passy himself said was "industry standard" for handling an upset customer. What else does she deserve? A better policy - maybe...but it is the current policy in place - and I bet ALL of you know that requests are not guaranteed.

.

Ummm, I am that mother. We were given "guaranteed connecting rooms for families" because of part of the stay ONE adult with 4 kids <11, part of the stay 2 adults with 4 kids <11. My dd's special needs are not really anyone on here's particular business, but they were discussed with disneys special services people. Lets just say that the ressies were made for connecting rooms facing no pool or food court (face trees, parking lot, WHATEVER...just not major gathering area)....and in a location not too far from transportation (our own van, or bus stops). Yes, we checked the original building that morning, it was not really near bus stop but was near the parking lot, so we could carry dd to the van if need be. We were reassured at checkin that the rooms DID connect. That evening, we returned, entered our rooms, and there was no connecting door. We spent a long time in the lobby after nobody answered the phone when we called. Had to argue to get what was guaranteed by special services but the only place they could put us was in the very farthest building facing the main courtyard. It was exceedingly far from the bus stop, and very far, even, from the parking lot. And due to some sort of unspecified infestation, the room had just been bugbombed and the carpets cleaned. They were soaked. However it was Easter Sunday, we had driven all the night before to get there and we HAD to put the kids to bed. So we did. We talked to managers, to get more fitting accomodations. Didn't ever work.

HAD my dd ended up having a partial seizure or something (very unpredictable), we would have had to set her up in the lobby. There was no way we would get her out of our van or off the bus, and then all the way to our rooms carrying her.

IF you think we expected too much, that is your opinion. I will stand by that WDW owed us what they promised us. No more, no less. We ended up settling to NOT have our medical needs met, in order to have the connecting door . We got that $100 back, which was NOT a full nights stay. Lets see, I paid $130/night for 2 rooms per night...that is $260 per night. And for what its worth, I asked Guest Services for a full night back, since on Easter Sunday we had no real choice on where to stay. The rest of the week, I suppose we could have fought harder and gotten our ressie cancelled without penalty.

Beth

 

[taximomfor4]

btw - someone gave me the link for the people staying at the All Stars that are mentioned in the article. I was mistaken about her circumstances (she DID go the appropriate way and use Special Services) and she was treated rather badly.

Sadly, I suspect what happened to this woman is that somoene else showed up in between, raised a total ruckus at the front desk and got themselves into this ladies "connecting" rooms. I don't know this for a fact, but it DOES happen (especially in the DVC side of things with the "room ready" policy).


Matt - I agree, they do have to work on things. They are trying different things currently I believe (there have been so many changes in the last year to tickets, packaging, etc) so it will take a while for them to pan out. You do have to change to the demands of your customers, but this also goes back to things like the food stands being closed example. We gripe about things and they respond - not always well - and yet we are shocked when tickets go up or services go down, etc. Its a hard balancing act.

OOPS, broke my own rule to not post till I had read the whole thread. Sorry, I defended myself already (Ms Motta in the article)...

Beth

 

[AlanH]

I posted this on another thread but thought those following this thread would find it of interest.

Observations on Management of CMs

--------------------------------------------------------------------------------

The role that hourly CM and first line managers play in the guest experience (for good or bad) at WDW can not be overstated. My wife is a part time hourly CM in merchandising and was full time. While I was searching for a job in Central Florida I also was a part time hourly CM in merchandising.

I believe over the last 50 years our society has changed for the worse in the treatment of hourly workers. Sadly, Disney has been affected by these societal and economic changes.

The widening dispartity in pay between hourly and salaried workers has been well documented. I remember when growing up that many hourly workers in the retail business (such as grocery stores) received competitive enough pay (and retirement benefits) to make a career in their jobs. Sadly these days are over.

This is reflected at Disney in that hourly workers work under a two tier wage system. I understand that the grandfathered hourly workers with a higher hourly rate do not get pay raises but they do get "bonuses". Newer workers get lower wages. In the last union negotiations, Disney wanted to eliminate the Pension Plan for new workers.

Disney has also pushed to fill a higher proportion of the hours worked with part time CMs as a move to cut costs. While there are exceptions, I believe that in general part time CMs are less "engaged" than full time CMs.

This is also reflected in the Training. Traditions used to be a 5 day event. When my wife and I started it was 2 days. Now I understand it is one.

There also does not seem to be enough training and support for first line managers. The quality of first line managers is very uneven. Many first line managers just do not make hourly CMs feel valued or appreciated. This has a great effect on the morale of hourly CMs. On the other hand there are also many first line managers that are terrific; however, I would say most of these have been with Disney for a number of years.

Basically, my feeling is the highest levels of management (Eisner?) instituted policies to improve the bottom line for the short term without considering the long term. Since I have spent my career in human resources, I was able to share my concerns with management. Many of these people were sympathetic and aware of the problems. I would say that even people at the highest levels of management at WDW felt their hands were tied by Burbank. I hope that Bob Iger will be able to change direction at the highest levels and this will enable management at WDW to do what they know in their hearts is best for the long term success of WDW.

I will say that people in Human Resources at WDW work very hard to preserve the magic in spite of the constraints placed on them. There have been many WDW wide gestures that my wife and I as cast members appreciated such as the "job fairs", holiday gifts and the hurricane pin.

My wife Carol and I are big fans of Disney and WDW. It is one of the reasons we moved to Central Florida. We recently became DVC members. Believe me, we wish nothing more than the long term success of WDW.

 

[lllovell]

Taximom - I also spoke too fast before reading your thread. I have read it and really do believe you were treated badly. I am sure there were a million other things Disney could have done to make your stay better as well. I hope your upcoming trip is wonderful.

Alan - I think your points are quite valid, but how are they going to fix this issue? Disney as a company and the rest of the world are all suffering from it. We want cheap but wonderful and when asked to pay more, most American's balk. Yet, try making a living when you are young (or under skilled) in this country (not talking about Disney specifically here - but the country in general) and you will struggle fiercely. Try raising a family on those $$$ and forget it.

Matt and Mitros - I think I know the difference between our views and maybe it is a trend for a positive future....I am a short timer in the world of WDW. 2.5 years or so at this point. We take several vacations there a year and to me, there was a TON of extra maintenance in the last 18 months or so because of the 50th celebration (lots of refurbing and maintenance). My last trip to the parks was AFTER the celebration began and I didn't see a thing that bothered or upset me concerning the grounds of our hotel (stayed at POFQ) or in the parks or at DTD. I am no oblivious to my surroundings, but I don't search for flaws. I am saddened that you see so much Mitros but I suspect it is because you HAVE been around longer than I and there obviously from many people like you and Matt, there was a drop at some point. My point is that hopefully, what I am seeing is more of a trend towards improvement.

Matt, can you tell me where those numbers coming from (about tourism, etc). Not doubting you, just like having more information where possible.

Laura

 

[mitros]

And yet Ei$ner kept taking, and taking bigger salaries and bonuses while the CMs sunk lower and lower on the pay scales.
As far as DW and I are concerned, it is the CMs that make Disney Disney. You folks are the day to day front line troops, and if you do not make a guests trip magical and memorable, Disney is NOT going to get repeat business from those guests. And, as badly as Disney treats their CMs, they, almost to the last person try their damndest to make a guests visit a great one. Why in the name of God don't the powers that be treat the CMs with therespect they deserve?

 

[DisOrBust]

I haven't read thru the whole thread so sorry if ths has been said. I believe this is the report that Pete gave permission to post questions on the boards. I remember reading them on the resort boards....I try to find the link.

 

[Goofy4WDW1964]

And yet Ei$ner kept taking, and taking bigger salaries and bonuses while the CMs sunk lower and lower on the pay scales.
As far as DW and I are concerned, it is the CMs that make Disney Disney. You folks are the day to day front line troops, and if you do not make a guests trip magical and memorable, Disney is NOT going to get repeat business from those guests. And, as badly as Disney treats their CMs, they, almost to the last person try their damndest to make a guests visit a great one. Why in the name of God don't the powers that be treat the CMs with therespect they deserve?

I agree 100%. This is a huge part of the problem. The CMs are responsible for a lot of the magic that the guests experience. And yet, the company has consistently bankrolled cuts on the their backs. I think that is why unmagical attitudes have become increasingly apparent at WDW. And I don't say that to point fingers at CMs. With what they have put up with, it is bound to happen.

It's easy for a company to treat it's employees well during good times. The true colors of a company shows in how they treat their employees during down times. Disloyalty to your employees breeds disloyalty in your employees.

Now, this doesn't mean that you will never have to make cuts in number of employees, employee pay, employee benefits, etc. What it does mean is that these are last resorts. And, when they do have to be done, you better make sure your upper management is taking the same hits. You don't make cuts and then pay your CEO seven figure bonuses because if you are having to make those cuts, he/she isn't doing his job well enough to get a bonus.

If the CEO doesn't like taking cuts, then show him the door. He isn't needed or wanted. Many people think that if you don't pay the CEO a huge salary, then you won't attract any management talent. You don't think there is a huge list of talented executives that wouldn't take over Disney at half of what Eisner makes?

Ben and Jerry Ice Cream has a policy that the CEO can't make more than a certain percentage more than the lowest paid employee of the company. I don't remember what that percentage is, but it isn't astronomical. That company has a long list of executives waiting to get a chance at that position.

It's a matter of priority, and guest experience has taken a back seat greed.