The Disney Difference? Very interesting article.

[eliza61]

I found this article on another disney forum and found it to be very interesting.

I'm an avid Disneyophile which can be a awesome thing but some times is a bad thing.
One of the times that it is a negative is that I notice little things that probably dont get much attention to the 1st timer.

Lately I've be dismayed by the lack of "quality" I see at the world. I don't compare Disney to other places, I compare Disney to what it use to be.

My #1 is the "homogonization" of items. My #2 is a brand new "broken" attraction. The Yeti, has never worked right for longer than 2 days. IMO, this is simply a severe case of "I don't give a crap" from the powers that be.

Evidently others have noticed.
http://thedailydisney.com/blog/2010/07/disney-fans-dismayed-with-disco-yeti/

 

[pat fan]

While I don't care for EE myself, I agree completely with the concept that things have been cut back to a dangerous level at WDW.

Example, we were at the world this summer, stayed at ASMOvies and the resort is in dire need of a make-over. Aside from general run-down-ness my sister's room key stopped working after day 1 and didn't work for 2 days. After I repeatedly complained, I went to the manager who did get it fixed that night (I saw him at lunch), but I got the whole earful how Disney has cut staff etc...but the hotel is full so they are wicked behind on stuff that should be fixed promptly, like a door lock. I'm sorry, I'm at Disney. Put on a happy face, keep your troubles to yourself and fix the dang door! He really was great, gave us front-of-the line passes and all, but really...Walt would have a fit if he knew employee's talked to guests that way!

 

[Tekneek]

I don't have any contact on the inside, but I wonder if Disney has started engaging in the kiss of death for quality: the dreaded comparisons to the rest of the industry. When a company stops trying to set new standards for quality and begins to be content with doing better than the "norm for the industry", it is all downhill from there. When you are a leader, when you are defining higher standards than anyone else, you don't bother comparing yourself to the "competition" because you don't have any. It's the real kiss of death for anyone who cares about quality.

 

[Peter Pirate 2]

Pat fan, what do you mean "front of the line passes"?

 

[Donut23]

I don't have any contact on the inside, but I wonder if Disney has started engaging in the kiss of death for quality: the dreaded comparisons to the rest of the industry. When a company stops trying to set new standards for quality and begins to be content with doing better than the "norm for the industry", it is all downhill from there. When you are a leader, when you are defining higher standards than anyone else, you don't bother comparing yourself to the "competition" because you don't have any. It's the real kiss of death for anyone who cares about quality.

We all have to remember last year Disney, across the board, had two pretty sizable layoffs corporate wide (except for the 5th floor of ABC which seems to be quite secure from buyouts andlayoffs).

This was not the first for Disney....they had been slowly shrinking staff for a year or so before. You know the first thing they learn in Grown Up Management School.....personnel is the largest controllable expense! Cut baby Cut!

Corporate level....as long as their next door neighbor doesn't return with complaints, they probably don't know any better. They just want to keep stockholders happy.

The people "in the trenches" probably started out caring....caring a great deal....but after months of short-staff0-stress, they just want to make it through the day. I know that my DH struggles with stress far more now than before the layoffs and buyouts.

"Disney Standards" are what the grown ups want to THINK is happeneing. In reality....Disney Standards began to errode when Traditions was reduced from 2 weeks to 1/2 day.

Trenches people would probably LOVE to do more and better..... sadly, no longer enough hours in the day - from mousekeeping to painting the parking lots so you can read the section you are in to meal preparation to cleaning bathrooms.


sad story from last year but a good example. After the second round of layoffs they wanted to broadcast something from EPCOT. EASY - they do it all the time.....run a few wires, spice a few things, get the guy to plug in all the plugs and POOF, everthing works. Well, sadly, they had laid off the people who handled that so.....no wires, splices or plugs no broadcast. Oh well. True Story.

Disney Standards....pop in that old Barbara Steisand cassette and listen to "Memories".

 

[nytimez]

We all have to remember last year Disney, across the board, had two pretty sizable layoffs corporate wide (except for the 5th floor of ABC which seems to be quite secure from buyouts andlayoffs).

There's your answer. ABC is the most mismanaged part of the company... and the guy who mismanaged ABC is now in charge of the whole thing!

PS: I take it you (like me) work/worked at ABC? The "fifth floor" is a term I don't think is widely used outside the company...

 

[ConcKahuna]

"Disney Standards" are what the grown ups want to THINK is happeneing. In reality....Disney Standards began to errode when Traditions was reduced from 2 weeks to 1/2 day.

I had a 4-day Traditions. It was short (with your in-location orientation day worked out to a full week), but really got you excited about working for Disney and drilled the standards into your head.

These days I think Publix has more stringent hiring standards than Disney.

 

[jimmytammy]

I don't have any contact on the inside, but I wonder if Disney has started engaging in the kiss of death for quality: the dreaded comparisons to the rest of the industry. When a company stops trying to set new standards for quality and begins to be content with doing better than the "norm for the industry", it is all downhill from there. When you are a leader, when you are defining higher standards than anyone else, you don't bother comparing yourself to the "competition" because you don't have any. It's the real kiss of death for anyone who cares about quality.

Couldnt agree more! We own a small construction business in our town that my Dad started in '56. I hear one long time employee at times say that so and so does it this way, how do they get by with it, and why cant we? I remind him he was a part of the quality that brought people to us before, quality and honesty bring them back. We can still set the bar, and still make a profit and a living. The last few yrs. with track bldrs. swarming over the market, we have taken a hit, but with the economy slumping, folks are coming back to us, not because of costs, but because they can count on knowing what their money will get them. Im not trying to toot my horn, our talents have been given by God, so I have no reason to brag. What I am saying is its not too late for WDW to turn it around, and become the bar set standard again. They just have to do it!

 

[Donut23]

There's your answer. ABC is the most mismanaged part of the company... and the guy who mismanaged ABC is now in charge of the whole thing!

PS: I take it you (like me) work/worked at ABC? The "fifth floor" is a term I don't think is widely used outside the company...

When I wrote of layoffs in 2009, as you know, it happened in all of Disney's cost centers, not exclusive to ABC in 2009.

There is certainly far more to Disney's sliding quality than ABC....although the ABC problems are an example of dancing on a string held by their Burbank friends.

5th floor comment.....I have never found it exclusive to staff alone but you must admit there have been minor staffing changes up there. Perhaps we will just call them "The Suits" and keep it all undercover.

 

[Donut23]

Couldnt agree more! We own a small construction business in our town that my Dad started in '56. I hear one long time employee at times say that so and so does it this way, how do they get by with it, and why cant we? I remind him he was a part of the quality that brought people to us before, quality and honesty bring them back. We can still set the bar, and still make a profit and a living. The last few yrs. with track bldrs. swarming over the market, we have taken a hit, but with the economy slumping, folks are coming back to us, not because of costs, but because they can count on knowing what their money will get them. Im not trying to toot my horn, our talents have been given by God, so I have no reason to brag. What I am saying is its not too late for WDW to turn it around, and become the bar set standard again. They just have to do it!

VERY well said.

I think all of us who truly LOVE Disney know it's possible to return to Disney standards. I just don't think the Big Guys in Burbank feel it's important.

ConcKahuna - you saw how important understanding the history of the company can be for a castmember --- even in only 4 days. Each castmember carries a bit of Walt and Roy when they pin on that name badge. They are responsible to carry this magic created over 50 years ago "onstage" each day. How on earth can new castmembers understand how important their responsiblity is.....if they are never TAUGHT how important it is.

 

[Oglet]

I believe the problem is way larger than just Disney, as a society many of our standards have eroded to what we are left with now.

There have and will always be rude employees however in society today while not liking it we have somehow managed to accept it. Customer service and appreciation is non existent in the vast majority of businesses, the only thing appreciated is a customers money. Just take a look at some of the kids you see around, in 5 or 10 years these will be the people who are running and working in many of our businesses. Customer appreciation is something that is advertised and used to push more sales rather than something that is a genuine representation of the company.

Sorry now means nothing, it's just a default response that has been programed as a first response, half the time the person saying sorry doesn't even care about your situation or concerns.

Until recently this is what has made Disney different, its whats kept them ahead of the competition. Society in general has become ruder and less caring about other peoples feelings or concerns and Disney being made up of people from the same society has changed.

I don't know what the answer to the problems are, It's way beyond me. Changing a culture back is something I don't even know if at all is even possible.

 

[eliza61]

Until recently this is what has made Disney different, its whats kept them ahead of the competition. Society in general has become ruder and less caring about other peoples feelings or concerns and Disney being made up of people from the same society has changed.

I don't know what the answer to the problems are, It's way beyond me. Changing a culture back is something I don't even know if at all is even possible.

We (general public) definitely shoulder some responsibility. We've become what is now known as a "Walmart" generation. We've demanded unsustainable lower prices to the point businesses have to make cuts some where to survive.

I think it's possible and actually I do think John q public is slowly turning around.
Recently with the Toyota fiasco and the chinese toy episode I do see more consumers questioning is "cheaper" really better.
Also the airline industry is facing some of it. We've demanded $39 dollar fares to every where that the airlines have resorted to nickel and diming us to death in order to survive, although some people call it "unbundling". Now quite a few people are realizing that maybe we really do want the services. The services are what may flying halfway tolerable and enjoyable. Now, I've seen grown men almost cry when they get out of a cab and enter JFK. We are hearing more and more, "just charge me the true cost and let me get on the %^$# plane"

Now my "people" tend to be dvc members and returnees who are starting to question how they spend their vacation dollars.
Restaurants are a big area. Most of the folks (that I know) who return yearly or even bi-annually have cut waaaay back on their restaurant spending, mainly because of the quality issues. In my case, I didn't mind (ok I always thought disney prices were a bit expensive) the prices until I notice a marked decrease in offerings and quality.

This is a type of Disney "Difference" that can be easily changed. I do see them trying, Kat Kouzzanis (sp?) new place gets great reviews and the anticipation of the new italian place in Epcot.

 

[pat fan]

Pat fan, what do you mean "front of the line passes"?

The manager filled out a from that had our name on it (I think?) and checked off the park where it could be used (he checked off two as I told him we would be hopping, he asked, I didn't offer that info) and wrote how many people it was good for and we just had to present it at the FP gate of any ride (or at the entrance of a ride that didn't have FP) and we could move to the head of the line. We used one at TSM, which was awesome and one at Buzz.

 

[Oglet]

The manager filled out a from that had our name on it (I think?) and checked off the park where it could be used (he checked off two as I told him we would be hopping, he asked, I didn't offer that info) and wrote how many people it was good for and we just had to present it at the FP gate of any ride (or at the entrance of a ride that didn't have FP) and we could move to the head of the line. We used one at TSM, which was awesome and one at Buzz.

Yeah, they are called no strings attached coupons. They can be written out for a variety of reasons and can marked for use on Merchandise or as in most cases they are written out for a group fast pass. I usually write mine out for VIP Guest or similar when I'm issuing them for Fast Pass use. They are not intended to be used for front of line they are more like a Group Fast Pass without any return time required.

 

[pat fan]

They are not intended to be used for front of line they are more like a Group Fast Pass without any return time required.

Right! Guess I just used the wrong term at first, although none of us remember waiting in any real kind of line when we used it, maybe a handful of people in front of us? Anyway, it was nice of him to do, and nothing we were looking for or asking for.

 

[Oglet]

We (general public) definitely shoulder some responsibility. We've become what is now known as a "Walmart" generation. We've demanded unsustainable lower prices to the point businesses have to make cuts some where to survive.

What are your thoughts on why we demand this? Would you say it started to happen when living costs such as utilities started to go through the roof which has caused many people to require the cheapest product at the cheapest price purely for survival or is it something else or a combination?

 

[eliza61]

What are your thoughts on why we demand this? Would you say it started to happen when living costs such as utilities started to go through the roof which has caused many people to require the cheapest product at the cheapest price purely for survival or is it something else or a combination?

You know, I think it's a combo. Remember this is just my brain rambles. LOL. I think we were caught a little with our pants down.

I think one problem is that we got use to "purchasing" as a sport (and this is a little bit tied to credit).
Remember when we did not "shop" simply because it was a weekend day? Longevity and reuse were more common. My kids are so guilty (and by default me also) of this. School starts and the mind set is "get new jeans", when I ask them why, the answer is usually "because it's a new school year".
Not that they need a new pair.

Even our trips to Disney. How many times do we see on these boards people mad at Disney because the haven't announced free dining and if no free dining we won't be able to go. When you point out that it's not a crime if you have to sit out a trip for one year, watch out. Our thinking has gone from "once in a life time trips" to "every year better and better vacations".

Cost of living is ridiculous, then combine that with this horrible recession and we're in for a bumpy ride. You're absolutely right in that utilities and food prices (which on the east coast is ridiculous) are going through the roof while salaries have stayed stagnant. Not a good combination.

But I'm pretty optismitic. for one thing I think we (consumers) are asking better and better questions. More people are buying local, I read in this months AARP when you shop at walmart 14 cent goes back into your local community but when you shop smaller and more regional 67 cent on the dollar goes back into the local community.
Health care consumers are asking more questions from their insurance companies and from their employees. That's a good thing.
I live in NJ and lately even the housing market is noticing the more informed consumer. People are asking "Do I really need a 4000 square foot house for 4 people along with the mortgage that entails"?

 

[Tekneek]

I hesitate to blame the "customers" for all of this. Wall Street gets to carry blame as well. When they will hammer a stock for "not meeting expectations" for one quarter, with no concern about the future or the quality, we've got problems. This has less to do with rude and demanding customers, or even rude society, and more to do with a society that is based on the outcome (earnings hitting a certain number, stock price hitting a certain mark) than the process (quality leadership, quality product, quality service).

 

[eliza61]

I hesitate to blame the "customers" for all of this. Wall Street gets to carry blame as well. When they will hammer a stock for "not meeting expectations" for one quarter, with no concern about the future or the quality, we've got problems. This has less to do with rude and demanding customers, or even rude society, and more to do with a society that is based on the outcome (earnings hitting a certain number, stock price hitting a certain mark) than the process (quality leadership, quality product, quality service).

But remember we fuel a society based on outcome. I'm a sociologist by schooling so my business acumen is virtually non-existant. Wall street is a major concern because the operate so independantly and affect so widely.
And you are definitely right, my dh works for a oil refinery. when gas was at $4.00 bucks an hour they made tremedous profits, now of course his profit objectives are based on those profits that are never going to be seen again.

But we have had a major shift in "thinking". I am amazed at how many post that I see of people asking "It's my (fill in the blank celebration) what will Disney do for me? so we base our expectations on some thing special. I want to say so bad, Disney will give you a nice room, your park tickets and any thing else you paid for.

 

[Daddy_of_Princesses]

Just my two cents, but from where I sit, I see a nation filled with people who have a false sense of entitlement. How many McMansions were being built not too long ago that had people buying them even though they couldn't afford them. I went into some, and you have rooms sparsely furnished, windows with no drapes or blinds... Why, well, they couldn't afford to furnish the house, but hey, look at me, I got a big house.
I will be at Disney in December staying at the AKL and the Poly. I got a Pin Code from Disney for 40% off my room. If I didn't get that pin I would still be going, I just would be staying somewhere else instead of a Deluxe hotel. I am very grateful to Disney for offering me that code, but I didn't think that I was entitled to it.
People need to start thinking less about just themselves, and realize there are other people out there too.
OK, I will step off of my soap box now.