Why do CM ask how many times we've been?

[pryncess527]

Not really. When a bounce back offer is available, there is no differentiation in the offer based on whether it's your first or fiftieth visit.

But it is a policy that favors repeat customers. Not like other hotel frequent stay programs, but still a clear perk for those who can visit yearly. Yet those who can't take advantage aren't being treated poorly just because they can't.

 

[nkereina]

Just read some of the back and forth and why/why not Disney should do something extra for repeat guests. As someone who used to work in the hospitality industry with a degree in hotel management, its all about customer loyalty. This is why casinos and other hotels do it. They reward you for coming back for more, which makes them money. If you are a first time guest and you become aware of the perks returning customers receive, it makes said first time guests want to come back for more. Its all about enticing the repeat customer so although it may seem first time guests are "missing out" on these extras, it lures them back by seeing what they can get if they are loyal.

Though Disney doesn't have much competition in the theme park realm (nothing really on the same echelon as a Disney vacation), they DO have a A LOT of competition in tourism in general. Disney is always in competition with other luxury-style vacations like destinations (think Hawaii, Alaska), cruise lines, all inclusives, etc. Why do you think Disney got into the cruising and Disney Adventures business lines? To have a leg up on these tourism segments. When a family plans their vacation for the year, Disney wants the loyal customer to return to their parks, or their cruise line, or their guided tour. They want people to think "disney vacation" again, rather than going to Sandals or taking an Alaskan cruise.

All that being said, it's been noted that Disney doesn't have much of a loyalty program (if at all). They don't need it. They entice people to come back by being unique and providing good service. The nostalgia factor is also huge. So unless and until Disney loses the repeat customer, I doubt we'll see any kind of loyalty program. And to monitor this, that is why they ask you how many times you have been.

 

[kmb584]

Nope, nothing special! Last November I booked my 50th WDW vacation and got a "Wow.. (5 second pause) .. that's a lot" in return.

As the poster above me mentioned it's asked for marketing purposes. The same applies to when/if you're approached by a CM in the park asking you to take a survey (either verbally or via computer). I'm approached at least once on each trip and this April was the first time that I didn't receive anything. In the past I've gotten pens, pins, a really nice WDW travel journal, and once even a gift card (at Epcot with the survey taking place by where Daisy meets). I never expect anything special but it was nice while it lasted.

 

[Land Shark]

Just read some of the back and forth and why/why not Disney should do something extra for repeat guests. As someone who used to work in the hospitality industry with a degree in hotel management, its all about customer loyalty. This is why casinos and other hotels do it. They reward you for coming back for more, which makes them money. If you are a first time guest and you become aware of the perks returning customers receive, it makes said first time guests want to come back for more. Its all about enticing the repeat customer so although it may seem first time guests are "missing out" on these extras, it lures them back by seeing what they can get if they are loyal.

Though Disney doesn't have much competition in the theme park realm (nothing really on the same echelon as a Disney vacation), they DO have a A LOT of competition in tourism in general. Disney is always in competition with other luxury-style vacations like destinations (think Hawaii, Alaska), cruise lines, all inclusives, etc. Why do you think Disney got into the cruising and Disney



Adventures business lines? To have a leg up on these tourism segments. When a family plans their vacation for the year, Disney wants the loyal customer to return to their parks, or their cruise line, or their guided tour. They want people to think "disney vacation" again, rather than going to Sandals or taking an Alaskan cruise.



All that being said, it's been noted that Disney doesn't have much of a loyalty program (if at all). They don't need it. They entice people to come back by being unique and providing good service. The nostalgia factor is also huge. So unless and until Disney loses the repeat customer, I doubt we'll see any kind of loyalty program. And to monitor this, that is why they ask you how many times you have been.

What a well thought out, informational and nonconfrontational post. Makes sense to me.

 

[cobright]

Sorry to pick on you here, but this:

It does no good to be a repeat customer, I have been over 20 times and so I have never gotten a pin.

is something of a logical fallacy. It's like saying that smoking can't cause cancer because George Burns smoked every day of his life and died of old-age.

For Disney it's all about pulling in as much data as possible (google Big-Data) so that sometime down the road it will be there if they need it.

If they find that people who have come to WDW 5 times or more are more likely to consider going to Europe on their next vacation then they will use that somehow.

One thing they absolutely have found is that repeat visitors do NOT like getting the same "This is your first trip to Disney" Spiel from cast members. So by answering that question on the phone, the CM who ultimately receives your call will have a flag displayed that gives them a little more direction in how to work with you.

As for taking extra time getting to a CM, if the question is automated then your place in line is likely established when the system receives your call, so answering a few questions doesn't actually change how long to get through to a CM. Put another way, you are put on hold right away and the survey eats into your time on hold not the time it takes before you are put on hold.

 

[origin62]

I don't know if it's still this way, but the Reservations Center used to be divided into teams, each one specializing in different types of calls. One team was for "Intenders," another for "Frequenters" (or something like that), and one for "Worldphiles." Depending on how many times you have visited, your call was routed accordingly.

 

[Odelay]

If WDW offered you a perk as a returning customer on your 14th visit, would you turn it down because you wouldn't want to disadvantage the first time customer?

Obviously not, but I certainly wouldn't expect it or think that I've done something to deserve it.

 

[Sadie22]

I thought my response might have triggered the offer to participate in a DVC tour via telephone.

 

[Mad Hattered]

Because their computer system sucks and Magic Bands will solve all problems?

 

[minniebeth]

So they know not to send me a pin because I'll come anyway...
I NEVER get discount pins

 

[sharadoc]

I read somewhere before that it gets you routed to less experienced CMs.

It's part of their training program. We tell them tnings that they're not aware of, and instead of asking questions, we know exactly what we want and how to get it. We're teaching them all about stuff they may not have been exposed to by first timers. (I'm being facetious of course, but it not beyond the realm of possibility).

I think it's so we don't get annoyed by the "are you aware that you can make dining reservations in advance, etc. etc. " those kinds of questions. And so they can say Welcome Back.

 

[JRawkSteady]

If you are treating return guests better, by definition, first time guests are treated worse. I would think the goal should be first class treatment of all guests, first time or thirtieth time.

See, but you're looking at it as a greater than/lesser than scenario. Why does one stay at a Deluxe instead of a Value? More amenities! Better restaurants! Better service! This is the same concept! You are getting star treatment when you are a first time guest. No one ever said you wouldn't. But as a returning guest, you should get more amenities and concierge-style service.

 

[chimilady]

A friend of mine was a CM at the DRC and said that if you've been more than 5 times, there are certain assumptions made that are not made for first time guests. Meaning, if you've been there 5 times, you are likely to know that you cannot see Harry Potter there and there is no Monorail to the Animal Kingdom. Certain spiels they have to say regardless (like the ADR cancellation policy) but they can skip over things. I can tell you before I went on my first trip, they were funny, I would call for one thing and be on the call for 40 minutes with them recommending this restaurant on MNSSHP or whatever. Now, they are like "Do you need me to check for any ADRs?" instead of recommending them to me.

 

[JRawkSteady]

In 2008, I called them trying to make ADRs...and the CM on the line had no clue what an "ADR" was. I said "Advanced Dining Reservations." silence... I said "Reservations for a restaurant?" and then she finally understood. I laughed and cried a little that day. hehe

 

[AmyB2006]

Obviously not, but I certainly wouldn't expect it or think that I've done something to deserve it.

I don't think anyone on this thread said they expected Disney to give them perks for being repeat customers. I'm not really sure why you keep harping on that. The OP asked why they want to know how many times you've visited. They're obviously collecting that information for something. Whether it be to route your call correctly or store for potential perks down the road, I don't know.

 

[TheRustyScupper]

. . . Why ask about past visits?
. . . Lots of guesses.
. . . Everyone is wrong.


1) Disney ressie CM's work on a quota and bonus system.
2) They get rated by the Dollars-Sold-Per-On-Phone-Minute.
3) The month bonus can be up to double their hourly rate.
4) If they miss three months' quotas in a rolling year, they can be fired.
5) Now, the reason for the question.
. . . annual visitors don't need phone time, they just order what they want
. . . frequent visitors need more phone time and ask some questions
. . . newbies take a lot of phone time, and ask lots of questions
6) So, each level of call goes to a different level of CM.
7) They are all qualified CM's and man different levels on different days.
8) So, each level basially has a golf-handicap, so guest questions don't hurt
9) Examples:
. . . CM monthly quotas are based upon sales-per-phone-minutes
. . . annual visitor calls need more than $1,700 per hour in sales for quota
. . . frequent visitor call need $1,200 per hour in sales for quota
. . . newbies visitor calls need more than $750 per hour in sales for quota


As a PS for ressies CM's: The training period is six weeks. However, they let
them on the phones after just one week. The new CM's have up to six months
to make quota or get fired. It used to be 90-days.



. . .

 

[mjbradeis]

I still for the life of me can not understand why they don't have a rewards system for return customers, DCL has the Castaway Club and reward you with gifts and special perks based on how many cruises you have taken with them.

 

[Odelay]

I still for the life of me can not understand why they don't have a rewards system for return customers, DCL has the Castaway Club and reward you with gifts and special perks based on how many cruises you have taken with them.

Disney World doesn't need a rewards system to attract guests. The cruise industry is far more competitive and the cruise lines need every edge they can get. If DCL were the only major player in the industry, they wouldn't offer loyalty rewards either.

 

[Disney_Princess83]

Why would a returning guest be any more deserving of special attention than a first time guest?

They're not more deserving. However most hotel chains do have a reward system for frequent guests. So do airlines. We often get small little perks at our regular hotels and it's nice to be acknowledged.

 

[wide receiver]

. . . Why ask about past visits?
. . . Lots of guesses.
. . . Everyone is wrong.


1) Disney ressie CM's work on a quota and bonus system.
2) They get rated by the Dollars-Sold-Per-On-Phone-Minute.
3) The month bonus can be up to double their hourly rate.
4) If they miss three months' quotas in a rolling year, they can be fired.
5) Now, the reason for the question.
. . . annual visitors don't need phone time, they just order what they want
. . . frequent visitors need more phone time and ask some questions
. . . newbies take a lot of phone time, and ask lots of questions
6) So, each level of call goes to a different level of CM.
7) They are all qualified CM's and man different levels on different days.
8) So, each level basially has a golf-handicap, so guest questions don't hurt
9) Examples:
. . . CM monthly quotas are based upon sales-per-phone-minutes
. . . annual visitor calls need more than $1,700 per hour in sales for quota
. . . frequent visitor call need $1,200 per hour in sales for quota
. . . newbies visitor calls need more than $750 per hour in sales for quota


. . .

Question not to high jack the thread….But…As a frequent visitor I called Disney to enquire about a pin I was sent. When I called I said I was just calling to ask questions and get a quote and it was unfortunately true. I wasn't sure we could go but I wanted to know CASH numbers! The CM actually hung up on me…and I could tell it wasn't a mistake. I had never had such poor service with CM's before in fact I always had great service. I called right back, got a new CM and told her the same thing….I am not going to book today just want info about my pin and the expense. She was so good I booked that day!!!! Not to be nice to her but because she convinced me it was in my best interest
TheRustyScupper What is your best guess why the first CM hung up on me?

AND

The part about the monthly bonus can be up to double their hourly rate. do you mean the bonus for hitting your target is double your entire months pay??