Yes they do read their mail!

[allears]

I have worked in customer service for about 20 years, and my standards of what to expect as a customer tend to be pretty high, though usually rarely met these days. And when a comanpy falls really short, I don't hesitate to fire off a letter of disatisfaction. But knowing that people tend to be very vocal about what they didn't like and kind of lazy about writing about what they do like, I also will send letters complimenting superior service.

One of the reasons we like Disney and choose to spend more money with them than we should is that our expectations of our overall experience and service are usally met or exceeded. And the cruise line has become our most favorite Disney experience and has not let us down yet.

We always make sure we fill out our comment cards, add things and tell the folks that made our trips special how much we appreciate them. But we will take it a step further and make sure we write to the company when we think they've exceeded our expectations. We were on the January 15, 2005 sailing of the Magic, and despite some less than perfect circumstances, had a phenominal time. We wanted to make sure that the people who worked so hard to help that happen got recognized by the company, and we were told that happens most often when you write to Tom McAlpin, the DCL President. And about 6 weeks ago that's what we did.

We got a very nice, personal response from him today! We were really pleased to see that he re-iterated the names of the CMs who we wrote about and assured us that their efforts wouldn't go unrecognized. It was really cool to see the DCL envelope in the mail today. It certainly is great to know that letters (positive and negative) do get read by the "big guys". So we thought we'd share this little piece of excitement.

 

[wdwmom2]

At the end of our Wonder cruise I forgot to turn in our comment cards. I felt so bad because we had such a great experience with DCL. Our servers and room steward were outstanding. Even at disembarkation, someone took one of our suitcases by accident and DCL found it at MCO getting ready to be loaded on a plane. They promply returned it to us while we were checking our luggage.

I e-mailed DCL to make sure that everyone got the credit that they deserved. They promply e-mailed me back thanking me. Also, a copy of my e-mail was being put in everyone's personal file that I mentioned so that they would get the credit.

Yes, they do listen!!!

 

[jlawall]

Thx I'll keep that in mind on our next trip. The reason we keep coming back to Disney is b/c someone always makes our trip extra special.

 

[inkkognito]

Always, always, always give recognition to the crew members who deserve it, either via the comment card, email, or snail mail. DCL definitely listens; we have had crew members who we've mentioned previously thank us on subsequent cruises. They really do get recognized for doing a great job.
Barb

 

[madisonsmom]

I don't have experience with DCL yet as we are going on our 1st cruise in Dec.; but on a recent trip to Epcot there was a CM that was awesome at Test Track. I made sure to email Disney when I got home. I recv'd an automated email notice that my letter was recv'd but haven't heard back since then(it was about 5-6 weeks ago). I am glad to hear that they do listen, because I wasn't sure, and this CM was really deserving to be noticed.

 

[allears]

I don't have experience with DCL yet as we are going on our 1st cruise in Dec.; but on a recent trip to Epcot there was a CM that was awesome at Test Track. I made sure to email Disney when I got home. I recv'd an automated email notice that my letter was recv'd but haven't heard back since then(it was about 5-6 weeks ago). I am glad to hear that they do listen, because I wasn't sure, and this CM was really deserving to be noticed.

You may not receive a "hard copy" personal response. We sent this letter via e-mail and regular mail specically to Mr. McAlpin. However, they do have people in charge of guest coorespondance, so you still may receive a letter back. When we cruised back in September we sent a letter to compliment the line and CMs for the job they did handling the changes due to Hurricane Jeanne. We didn't send it to anyone specifically, but we got a personal letter back from a person in charge of Cruise Line quest corespondence. They even made a point of including our discount vouchers with the letter rather than routing them through our TA as they did with the other folks we traveled with.

 

[alexandrew]

Can you please reply with the address for writing Mr Mcalpin.....

 

[allears]

I believe it's

220 Celebration Place
Celebration, FL 34747-4600

 

[alexandrew]

Thank ya very much!!!

 

[allears]

You're very welcome.

 

[gottaluvdisney]

Actually the DCL office is 210 Celebration...however when I sent mail to this address it was returned undeliverable. I called and they advised all mail must go to the PO box, as no mail is delivered to the office. They gave me this address from which I received a reply.

DCL
PO box 10238
Lake Buena Vista, FL 32830

 

[allears]

the 220 was the address our CM friend gave us, though I'll double check with my wife, she's the one that remembes it. It apparently got through though. But the other address should work fine as it's the crusie line address. I got the impression sending to the main office with T Mc's name, there was a greater chance that he would actually receive it. I can only imagine that the company receives lots of mail and the president doesn't always see letters sent in.

 

[jrabbit]

Actually the DCL office is 210 Celebration...however when I sent mail to this address it was returned undeliverable.

Sometime the US Postal Service gets really snotty with their "rules" or the "rules" that THEY want to follow. The rule is all first class mail gets delivered to the recipient if the post office knows where they are vs an "incorrect address". So in the case of a street address that doesn't get mail vs the PO Box, they are supposed to go ahead and put it in the PO box even if the street address is being used. What the USPS generally does is return it undeliverable - because "its too much effort" to deliver it to the correct spot.

Sorry about the rant.

 

[Patriotsfan0113]

Kudos to you all. I am in Management for a Fortune 100 company and I can tell you that the majority of people are all too quick to want to "go to the top" when there is a problem but rarely take the time to recognize a "job well done". To you all...."Well Done"