Customer Service - The Disney Way
Customer Service - The Disney Way
Back in 1980, we bought 'Disney Dollars' a gift voucher featuring all the stars of the shows. There were three denominations and we brought them home and had them framed, back and front.
In 2000, we wanted to add to our collection with the souvenir millennium ones, yet left it to our very last night to make our purchase.
Imagine our disappointment when we went to Guest Services at the bottom of Main Street to hear that the $10 voucher was being only sold in EPCOT, as a 'trial'. Not being one to give up on this, I wished to register my complaint and asked for a senior manager, only to be told that there was no-one about.
So I then asked for the name of the manager at the most senior level in Disney World, but again, I was told just to write to Customer Services and I was given an address in Florida.
It was our very last day on vacation.
That wasn't good enough for me, so I suggested that I would write to Michael Eisner in Burbank, California, where Disney's corporate head office is. I was told by the guest services representative that, 'I'd never hear back from him'!
When I got home, that is exactly what I did. And about three weeks after I sent off the letter, I had a phone call - in fact, I had two phone calls, because I was out when the first one was fielded by my wife.
In the second 20-minute call (not, I hasten to add, from Micheal Eisner, but from a nice lady 'in his office'), she profusely apologised, questioned me a lot on the issue that I'd raised and pointed me in the direction of where I could buy these vouchers by post. It was a detailed enquiry, so that 'we can learn from your experience and put it right'.
I was impressed.
But not so impressed as I was four months later when I received a two-page letter from another department, explaining what they had done to rectify the experience I'd had, in detail, as well as sending me a full set of the vouchers I'd wanted in the first place, free of charge.
The Disney experience is one which is well known - in fact the way their customer service process works has been described at length in a great little book called 'Be Our Guest' as part of their Disney Institute offer.
Both these are worth checking out if you want to understand better how exemplary customer service works, from an organisation who truly know how to do it.
Customer Service The Disney Way - To learn more about this author, visit Martin Haworth's Website.
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We had been there a number of times. Ever since our first trip there in 1980 - quite an adventure at that time when travelling from the UK. On that very first visit, my wife was pregnant with our first child, yet this visit in the year 2000, seemed to show us how things had changed.
Back in 1980, we bought 'Disney Dollars' a gift voucher featuring all the stars of the shows. There were three denominations and we brought them home and had them framed, back and front.
In 2000, we wanted to add to our collection with the souvenir millennium ones, yet left it to our very last night to make our purchase.
Imagine our disappointment when we went to Guest Services at the bottom of Main Street to hear that the $10 voucher was being only sold in EPCOT, as a 'trial'. Not being one to give up on this, I wished to register my complaint and asked for a senior manager, only to be told that there was no-one about.
So I then asked for the name of the manager at the most senior level in Disney World, but again, I was told just to write to Customer Services and I was given an address in Florida.
It was our very last day on vacation.
That wasn't good enough for me, so I suggested that I would write to Michael Eisner in Burbank, California, where Disney's corporate head office is. I was told by the guest services representative that, 'I'd never hear back from him'!
When I got home, that is exactly what I did. And about three weeks after I sent off the letter, I had a phone call - in fact, I had two phone calls, because I was out when the first one was fielded by my wife.
In the second 20-minute call (not, I hasten to add, from Micheal Eisner, but from a nice lady 'in his office'), she profusely apologised, questioned me a lot on the issue that I'd raised and pointed me in the direction of where I could buy these vouchers by post. It was a detailed enquiry, so that 'we can learn from your experience and put it right'.
I was impressed.
But not so impressed as I was four months later when I received a two-page letter from another department, explaining what they had done to rectify the experience I'd had, in detail, as well as sending me a full set of the vouchers I'd wanted in the first place, free of charge.
The Disney experience is one which is well known - in fact the way their customer service process works has been described at length in a great little book called 'Be Our Guest' as part of their Disney Institute offer.
Both these are worth checking out if you want to understand better how exemplary customer service works, from an organisation who truly know how to do it.
Customer Service The Disney Way - To learn more about this author, visit Martin Haworth's Website.
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Kim CastleWith nearly two decades in the advertising and design business, with clients like Domino's Pizza, General Motors, Direct TV, Pedigree, Wolfgang Puck, Higher Octave Music, Hollywood Celebrity Products, Disney, and Paramount, as well as thousands of entrepreneurs around the world define, structure, communicate, and position their business for greater profits, BrandU(R) co-creators Kim Castle and W. Vito Montone discovered that entrepreneurs could experience the same power that big brands command for a fraction of the cost with the world's only process-based results-drive Integral approach to business creation. BrandU(R) is helping entrepreneurs grow with the power of extreme clarity from idea...to brand...to market(TM) and helping one million entrepreneurs become successful and whole so that they can make a difference in the world. Are you one of them? If you want to experience clarity all the way to the bank(TM), get started now at http://www.brandu.com. - Visit Kim Castle's Website |
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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