What happens to your suggestions to the Satisfaction Team?

[DVC Grandpa]

I provided many resolutions to various annoyances, that from time to time that present themselves as we visit DVC. The latest happened to be the lack of a "take out" location in the Beach Club/Yacht Club area after Hurricane Hanna’s closes at 6 pm. Beaches and Cream only allows ice cream treats and the lounges only offer appetizers while the Captain’s’ Grill disallows take-outs completely, and have gone as far as taking the burger off the evening menu. If I am not mistaken The Polynesian Resort has Captain Cook's, the Grand Floridian Gasparilla Grill, The Contemporary Resort Contempo Café, Wilderness Lodge Roaring Fork Snacks, Coronado Springs Pepper Market, just to name a few.

The email I received was from a Senior Paralegal Specialist from the Legal Department and states there policy regarding unsolicited suggestions… It said that they do appreciate suggestions but unfortunately the suggestion regarding a take out meal location could be considered in the nature of a creative idea or suggestion. (as it was intended) but goes on to say that WDW must be careful regarding unsolicited ideas and or suggestions and maintains a strict policy against accepting such suggestions, and furthermore does not allow WDW to accept for review any ideas or suggestions not solicited by them. The email goes on to explain the intention of this policy, “which is to avoid any misunderstandings or confusion that may occur when projects or products are created internally which might be similar to submissions made to us from outside the company. For that reason, we cannot retain any copies of your electronic communication”. They did say that the suggestion has been shared with the appropriate management and they realize that I probably did not intend for your suggestion to be considered an unsolicited idea and hope that I was not offended and hoped that I will understand there policy regarding unsolicited ideas or suggestions and applies to everyone. They thanked me for my interest etc, etc, etc.

If this is the policy of WDW, why are members of the Satisfaction Team calling, does such a call change the concern to a solicited idea?

 

[Sammie]

Depends on how it was worded. Did you complain about the lack of late night take out location, or did you go into greater detail about how this problem could be solved?

 

[Disneypirate85]

The thing that bother me ALOT about these kinds of questions/suggestions is that as "owners" we have an invested point of view in the matter. I understand not all of DVC owners suggestions can/will make sense but seriously I discovered at OKW in Dec that when we got back from MK late there was nothing open to get a snack to take back to the room, even the Gurgling suitcase was closed! Now darn it i'm 38 years old spent/spend THOUSANDS of dollars with the Mouse year in and year out and when i want a hamburger or Screwdriver you'd think I would be able to get it (not being critical of OKW really LOVED the resort). I know we have the annual meeting where some things may be discussed but why not an online type of service where all owners of a particular resort could have input on suggestions ideas? You own at a certain resort its design destiny would be in those particular resort owners hands. You would have to understand that your particular resorts MF could be effected by you, the owners, suggestions.
I am not meaning refurb's tv's carpet etc...but other suggestions that may come up thru the year.

 

[Miss SD]

I'm new here and have been checking the DVC boards because we were thinking of buying in at the Grand Californian. (We're not; long story, sorry to digress.)

Anyway, it could be Disney doesn't want to accept an unsolicited idea because if it, coincidentally or otherwise, followed that suggestion, the person who submitted it might come to them looking for a payout because it was his/her idea. Just a thought.

 

[DVC Grandpa]

Depends on how it was worded. Did you complain about the lack of late night take out location, or did you go into greater detail about how this problem could be solved?

I did a little of both. I suggest solution like putting some burgers and a few sandwiches on Captains Grill and Crew’s Cup Lounge evening menu or allowing take outs after Hurricane Hanna’s closes at Beaches and Cream and/or Crew’s Cup Lounge.
On the hand I did say that Martha’s Vineyard Lounge should be allowed to serve more than appetizers and allow anything on the limited menu to be taken out. I thought it would be a more of a profit center than just a lounge serving Cape May. May be that was a little over the edge.

 

[disneynutz]

Unfortuanlly I have never received much back from the Satisfaction Folks other than lip service. I used to think that they really cared until I had a discussion with their Manager.

It was obvious that she was going through the motions and didn't really care about addressing my concerns.

The legal aspect addressed above is just one of the reasons that the Cast Members won't respond via email.

 

[Kickapoo Joie Juice]

Yes, your solution could be considered "intellectual property", and if your solution shows up on Disney property and you can prove that you were the one who thought of it, and Disney was aware of it, you can sue for a cut of the profits.

That letter was official legalese telling you that the people who are responsible for making changes aren't even going to ever see it so your idea can't contaminate their creative process. At least, not in a way you can prove .

 

[Sammie]

I did a little of both. I suggest solution like putting some burgers and a few sandwiches on Captains Grill and Crew’s Cup Lounge evening menu or allowing take outs after Hurricane Hanna’s closes at Beaches and Cream and/or Crew’s Cup Lounge.
On the hand I did say that Martha’s Vineyard Lounge should be allowed to serve more than appetizers and allow anything on the limited menu to be taken out. I thought it would be a more of a profit center than just a lounge serving Cape May. May be that was a little over the edge.

You may have also hit close to something they are actually considering and they decided to get the legal talk out of the way just in case.

 

[tjkraz]

There was a story going around a few months back that any correspondence sent to Disney which offered solutions to problems would be returned with a generic form letter. Offering criticism is OK but suggestions for improvement are not being accepted.

It's a legal thing. Disney has been sued countless times over they years by people who claim they should be compensated for having their suggestions implemented. Don't know if there's any truth to this but I remember reading about an individual who suggested adding Soarin' Over California to Epcot after it debuted at DCA. When Soarin DID open in Epcot, he sued and claimed he was due a "consulting fee" because Disney followed his advice.

Sadly, I'm sure there are thousands of similar stories out there.

Many companies in the creative world adopted similar policies years ago. People used to send their novels, TV and movie ideas in to publishers and studios. Then when a similar product happened to hit the page/screen (either intentionally or unintentionally) a lawsuit was the net result. Most of those companies quit accepting solicitations more than a decade ago.

Now it's creeping into the corporate world. The best defense is a blanket policy against accepting any outside suggestions.

 

[SuzanneSLO]

On a side note, I remember reading on the DIS that all of the TS restaurants stopped allowing take-out after the DP went into effect several years ago. Apparently, with full tables, it was relly difficult to also meet requests for take away. -- Suzanne

 

[Tozzie]

On a side note, I remember reading on the DIS that all of the TS restaurants stopped allowing take-out after the DP went into effect several years ago. Apparently, with full tables, it was relly difficult to also meet requests for take away. -- Suzanne

I had been told the reason the table service restaurants don't do take out is that people wanted to use counter service credits for a TS meal because theye didn't eat it at a Table.

 

[Chuck S]

I had been told the reason the table service restaurants don't do take out is that people wanted to use counter service credits for a TS meal because theye didn't eat it at a Table.

I would bet this is likely the reason, some people are quite protective of those credits.

In response to Disneypirate85 at OKW, the Gurling Suitcase, Good's to Go and Olivia's would be open later, if there was enough business to support it. I would bet that very few people returning to the resort after late park closings are simply looking for a place to sleep. And given that the villas all have at least a fridge and microwave, most that would want a late night snack would have it in their room.

If there was sufficient late night traffic to justify the operating costs, you can bet Disney would have at least one location open to draw in the $$.

 

[edk35]

I'm new here and have been checking the DVC boards because we were thinking of buying in at the Grand Californian. (We're not; long story, sorry to digress.)

Anyway, it could be Disney doesn't want to accept an unsolicited idea because if it, coincidentally or otherwise, followed that suggestion, the person who submitted it might come to them looking for a payout because it was his/her idea. Just a thought.

Yes a CM told us this past Nov. that when you work for Disney you have to sign away any rights to the claim "oh that was my idea" if you suggest something they actually create because of CM's ideas. He said they do acknowledge with this award which he told us about.

 

[edk35]

There was a story going around a few months back that any correspondence sent to Disney which offered solutions to problems would be returned with a generic form letter. Offering criticism is OK but suggestions for improvement are not being accepted.

It's a legal thing. Disney has been sued countless times over they years by people who claim they should be compensated for having their suggestions implemented. Don't know if there's any truth to this but I remember reading about an individual who suggested adding Soarin' Over California to Epcot after it debuted at DCA. When Soarin DID open in Epcot, he sued and claimed he was due a "consulting fee" because Disney followed his advice.

Sadly, I'm sure there are thousands of similar stories out there.

Many companies in the creative world adopted similar policies years ago. People used to send their novels, TV and movie ideas in to publishers and studios. Then when a similar product happened to hit the page/screen (either intentionally or unintentionally) a lawsuit was the net result. Most of those companies quit accepting solicitations more than a decade ago.

Now it's creeping into the corporate world. The best defense is a blanket policy against accepting any outside suggestions.

I got a similiar email once from chickfila when I suggested two things. One was for them to make a smaller milkshake than the huge one they have. THat big one has a very caloric count and some people might buy it if they had different sizes. Then I suggested another time that they serve the chicken minis all day long. LOL I got the same type of response.