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

[madmak]

Sorry if this is in the wrong place.

Why is it when I call to make reservations for our next trip (will be 5 for kids, 6 for wife and 7 time for me) the agent on the phone wants to know if we have stayed more than 5 times? Is it just for accounting or does it get us something special (I hope) for repeat guest?

 

[WillAustin]

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

 

[2Tiggies]

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

I am pretty sure it's for their stats. You don't get anything special that I know of whether its your first or fifty first trip. The Disney website asks you that as well when you fill out your profile info so it's most likely data collection

 

[JRawkSteady]

They don't have any kind of guest recognition, which is a shame. Think how much it would benefit them AND the guest to just have repeat guests on file in a computer. This way, when you call in and say who you are (phone number, etc) they can say "Oh welcome back, Mr. XYZ! Will you be booking with us again at Animal Kingdom Lodge? I see you love eating at Yachtsman Steakhouse, would you like me to make a reservation for you?" Something as simple as that would increase guest's happiness and develop a great rapport between the company and the guest!

 

[Odelay]

Sorry if this is in the wrong place.

Why is it when I call to make reservations for our next trip (will be 5 for kids, 6 for wife and 7 time for me) the agent on the phone wants to know if we have stayed more than 5 times? Is it just for accounting or does it get us something special (I hope) for repeat guest?

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

 

[patty57]

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

I don't know if a returning guest is more "deserving of special attention", but many hotel chains do offer special percs for frequent guests. That might be what the OP was asking about.

 

[JRawkSteady]

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

Because returning guests will make the company more money than a one and done. But it also keeps the guest coming back! You don't treat the first time guests poorly, you just should get more for frequenting the parks/resorts.

 

[Odelay]

Because returning guests will make the company more money than a one and done. But it also keeps the guest coming back! You don't treat the first time guests poorly, you just should get more for frequenting the parks/resorts.

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.

 

[Goseethemouse]

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.

Of course everyone should be treated wonderfully. However, from a business perspective a rewards programme could be a good idea. I am just thinking of cruise lines. There reaching a higher level is a major consideration for many people (though it doesn't necessarily have a high monetary worth and first time guests are also treated great).

 

[BayouMickey]

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.

Why do casinos give away rooms to frequent patrons and not to one and dones? It's not about fair, the world isn't fair. It's about they know these people will keep coming back and they throw the an incentive to do so.

 

[glaserjm]

I don't think it's about getting better/worse treatment, I think what would be nice is if returning guests got more personalized treatment like a PP said. This could mean some types of rewards system for frequent stays/purchases, but also could just be about providing information regarding things that they know you're interested in doing/seeing.

This is a very common business practice.

 

[Odelay]

Of course everyone should be treated wonderfully. However, from a business perspective a rewards programme could be a good idea. I am just thinking of cruise lines. There reaching a higher level is a major consideration for many people (though it doesn't necessarily have a high monetary worth and first time guests are also treated great).

Then why not just say that when you call in? I'm a returning guest, and as such, I feel am entitled to something for free.

 

[BayouMickey]

Then why not just say that when you call in? I'm a returning guest, and as such, I feel am entitled to something for free.

I don't see anyone stating they feel entitled..
I sure don't but if disney wants to give me incentive i'm not going to turn it down either.

 

[tsme]

Then why not just say that when you call in? I'm a returning guest, and as such, I feel am entitled to something for free.

Good Grief Charlie Brown! No one's saying they're "entitled" to something free

 

[coluk003]

its for marketing

At the end of the survey they tell you a web adress write them and saw you hate that question, we hate asking as much as you hate hearing it lol

 

[Odelay]

Good Grief Charlie Brown! No one's saying they're "entitled" to something free

I probably misspoke. I suppose more accurate would be that people feel they are more deserving of something free than a new guest. I apologize.

 

[BayouMickey]

I probably misspoke. I suppose more accurate would be that people feel they are more deserving of something free than a new guest. I apologize.

dems tha breaks kid, get over it. It's how it's always been done, still being done, and will continue to be done.

 

[Pixie Princess]

Maybe they use the info to help determine how to upsell you. For example, if I say it is my first visit, they may try and sell me the dining plan or sell me on the idea of buying enough ticket days to cover my arrival and/or departure day. If I say I've been 5 or more times, then odds are I'm familiar with the dining plan and would buy it without having to be upsold. Rather they may try and sell me an experience outside the parks, like Cirque tickets or perhaps try and get me to upgrade my dining plan so I have credits to experience more signature restaurants and the like.

Just a thought.

 

[Ceryssa]

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

It is a typical way of showing appreciation for them coming back and spending money with your company again. I work for a vacation rental company and return guests receive a small discount (not a lot, but everything helps ). Similar to what Disney does with bounceback offers. And guests really appreciate if you remember their preferences/previous issues; it increases the likelihood they will return multiple times. That said, I think it is just as important to wow a guest on a first-time visit, otherwise they aren't coming back.

 

[wysteria]

The agent I spoke to when I was pricing packages knew i visited in 2006 and 2011 since i was in their system.

I didn't tell her.