wrlippert
Earning My Ears
- Joined
- Aug 27, 2006
- Messages
- 49
There are many kinds of relationships - family, friends, co-workers, neighbors, for example. Our relationship with Disney is a business relationship. We are buying entertainment, but it is a specific brand that has defined itself as unique, artistic, quality oriented, and most importantly emotional. All parties in relationships have responsibilities. That is, we do owe the other party something and we are in turn owed something. Everyone needs to feel like they got an fair deal. You agree to pay the going price for a deluxe hotel room and you expect (are owed) an experience that at minimum matches the industry standard. When everyone feels that they have received fair compensation for their contribution, then the relationship is good. When one party feels under-compensated (disappointed) then the relationship either is adjusted or it ends. The issue that I see with people who are dissatisfied with their Disney transaction is that they feel cheated emotionally. There is a sense of betrayal. The promise was quality and the food was cold, the bathroom dirty, the parks crowded, the carpeting worn, the cast members lack enthusiasm. People who have years of experience as guest have a point of reference that others do not have. They have a longer, deeper relationship and higher expectations. The tricky part of these conversations is that they are not based on purely rational measures. There is no way to quantify the issue other than to look at the numbers at the turnstiles and hotel occupancy. I can answer the original question with certainty. Disney DOES owe guests something. If it didn't, then it would not be a healthy relationship, but a very abusive, one-sided relationship. Maybe that is what some people are starting to perceive.