Why do they ask how many visits?

[boomersmom]

I just finished making ADR's for our trip in October. When you call why do they ask how many visits you have made to WDW and if you have been since 1998? I don't mind giving this information, but why do they ask?

 

[Ladybugsy]

From what I understand, they try to get to the ones who haven't visited in a while or ever first. That's why when you are fighting for a CRT reservation, you should put in that you are NOT a recent visitor.

 

[CathrynRose]

I can tell you it drives me NUTS having to punch in all that info when I first call.... and THEN being asked it again, once I get a real person.

BUT - I get over it quick when I have gotten every ADR I have requested! YEE HA!

 

[bdg100]

From what I understand, they try to get to the ones who haven't visited in a while or ever first. That's why when you are fighting for a CRT reservation, you should put in that you are NOT a recent visitor.

This can't be true, can it? I have noticed that it the people at Disney don't go out of there way to hand me a bunch of perks because I have been there with family 25 times in last 10 years but, I would be very upset if I was discriminated against because of it. In fact, considering the fact that I have spent sooooo much money there I think I should be given some consideration.
It is just a thought, flame me if you want, but, any token of appreciation or even acknowledgement would be much appreciated by us.

 

[markb]

I agree with bdg100 on this. I don't need to be given anything special, but I sure wouldn't wnat the fact that I'm a "good" customer mean I get less consideration than a "new" Disney visitor. I can not believe this is why this is... they're has to be a different reason.
The best "new" customer is a "repeat" customer.
mb

 

[kaybird]

This is a large part of their marketing and strategy. If you have been there many times, they know they are doing something right. We had a note on our checkin that noted our repeat visits, and they asked if we would like a room upgrade. I have never been denied an ADR because of repeat visits, in fact they seem to appreciate that I am some what knowledgable of the system. They do also use this to send letters, our last reservation letter included what new attractions had been added since our last visit.

 

[2Princes2Princesses]

I have tried the last 2 years to get a CRT breakfast ressie, and both times, got one first try without a problem.

I always type in that I have been there more than 4 times and the last visit was within the last year.

 

[bdg100]

This is a large part of their marketing and strategy. If you have been there many times, they know they are doing something right. We had a note on our checkin that noted our repeat visits, and they asked if we would like a room upgrade. I have never been denied an ADR because of repeat visits, in fact they seem to appreciate that I am some what knowledgable of the system. They do also use this to send letters, our last reservation letter included what new attractions had been added since our last visit.

In my opinion, and I don't want to get too negative here, Disney does alot of things well. Very well. One thing that they do poorly is recognizing repeat customers. I assume a large percentage of this reading audience is part of that repeat business. Sometimes I get the feeling that it, Disney,(never forget that it is a business entity, an it, incapable of returning any of the feelings you have for it) takes me for granted. About 10 years ago we invested in DVC. 5 years ago we fully intended to either add points to our existing total at Old Key West or buy into Boardwalk. We began looking into it and even went so far as to visit the displays at BW. They would not buy our lunch as they were doing for new customers. The sales person made it seem like it was a big deal to give my kids a stinkin ice cream. We left w/out the ice cream or making a purchase. Instead we bought a week at Marriot's Horizons. To this day I have some feelings of disloyalty but no regrets as to our decision due to how we were treated at the moment of truth.

So, long story even longer, it does seem like Disney could do a better job of recognizing it's returning customers. Instead it seems like it sometimes takes the attitude of we know we have this sucker, he will spend money here no matter how we treat him, let's look for someone else. Jaded, you bet. Overall we are very happy. Just an observation.

 

[pepperw23]

This can't be true, can it? I have noticed that it the people at Disney don't go out of there way to hand me a bunch of perks because I have been there with family 25 times in last 10 years but, I would be very upset if I was discriminated against because of it. In fact, considering the fact that I have spent sooooo much money there I think I should be given some consideration.
It is just a thought, flame me if you want, but, any token of appreciation or even acknowledgement would be much appreciated by us.

I agree with you.

I think they ask the question to determine what kind of care you get on the phone though. When I called and siad it was my first time on site, and first time eating at Disney resturants, the CM went out of his way to make suggestions, remind me how long it would take to get from one place to the next etc...

Just an opinion.

 

[JadenLayne]

I don't know if its true but I was so thankful. The last time I was making ADRs the CM mentioned that we had been to Disney 10 times since 1999 and he was very good with getting all of our ADRs quickly without going through the same "This is a non smoking restaurant, please allow at least an hours traveling time" mumbo jumbo every time. I made 10 ADRs in probably 10 minutes. I was very proud!

 

[disnut8]

Yeah, it's a pain to plug in the information (for me over 45 visits and most of those since 1998). I believe it might be 1998 that they started loading all our "personal" information into the database. Once I finally get to a human, I have to verify all my info but that's fine. At least I know no one is using my info for anything. And I personally love that I don't get all the extra hints and helps and things. I know what I want, I ask the question, I get the reservation, and then I hang up. I'll let that Cast Member go onto someone else who needs the assistance more than I do.

My personal favorite is when the Cast Member asks (after I say I'm making a new resort reservation) "and who is coming with you?" I have my entire family loaded into the system. They have to search for my husband's name since it's at the very end of an alphabetized list. Quite funny at 7:00 AM!

 

[Mister Disney]

I've been more than 10 times in the past 3 years. and wanna know something.....I always get what I ask for....well within reason....

BUT.....for general reservations...I've never been lacking. shoot...we've even gotten the CT at V&A on Easter Sunday....now 2 years in a row.

I think DISNEY definitely rewards repeat customers.... we've gotten tons of upgrades and little extras over the course of time.

The staff at the reservation center are even able to tell me the list of times I've been there, along with dates

 

[Sleeping Jedi Beauty]

Personally, I think they ask just so they have often their clientele visits the park. They're not going to give preference to someone who hasn't been in a while over someone who has, but they're just trying to gauge how often their visitors come. What preferences they do give people depends more on staying onsite vs. offsite and so on.

 

[randyl]

They're just being nosey......


(LOL!)

 

[Cor44432]

Imagine it as a form of a "queue" like for the attractions at the theme
parks. It's something Disney does to keep you occupied and make you think
your not spending as much time on hold as you actually are


(Heck, I don't know, I'm one who'd like to be able to make ADR's online)

 

[Ladybugsy]

I don't know why I remembered that piece of information, but last year when it was so tough to get CRT for Breakfast, I went by someone's directions...specific directions, and they stated that in order to get through quicker, you must push the number that coincides with NOT being at Dinsey world...or in other words, this would be a first visit. The person giving instructions stated that the reason for doing this was that Disney helped new guests before repeat guests. I'll see if I can find the information. Although I don't know if the person is correct or not, this is what was stated in their article.

 

[diznyfanatic]

We're a four generation Disney family having well over 10 "documented" (meaning staying at Disney resorts) vacations, but probably closer to 25-30 overall. The first time I was asked this question, I figured it perhaps had something to do with possibly targeting frequent visitors for purchasing DVC.

BTW, I just called CRO yesterday for some information, and the recording I got has now been updated to ask for the number of visits since the year 2000.

 

[Ladybugsy]

I remember now! It's in my Unofficial Disney Guide Book...the 2005 version. The one that has the touring plans. That's where I read it.

 

[msteddom]

I don't know why I remembered that piece of information, but last year when it was so tough to get CRT for Breakfast, I went by someone's directions...specific directions, and they stated that in order to get through quicker, you must push the number that coincides with NOT being at Dinsey world...or in other words, this would be a first visit. The person giving instructions stated that the reason for doing this was that Disney helped new guests before repeat guests. I'll see if I can find the information. Although I don't know if the person is correct or not, this is what was stated in their article.

I have sucessfully used those instructions too, but I thought it was because the "first timers" are asked one less question, and therefore get into the call queue more quickly. The "repeaters" are also asked how many times they have been there since 1998 or something, giving them an extra 30 seconds and an extra button to push before they are put through.

Melissa

 

[SlightlyGoofy]

Possibly they give the people who have not been before or as often more experienced CM's as they would need more info.

I have been 14 times in the past few years and have been getting right through without a wait at all and in the past I often was on hold for lengthy amounts of time.

Maybe the CM's are judged on how long it takes to take care of a customer and since less experienced visitors would take longer to book it is their way of making it a fair judge? JMO

Slightly Goofy