I'm sharing some lessons learned from Disney over the next few days. Here is Disney lesson #2: the difference between a good experience and a great experience is often good old-fashioned hospitality. And nobody does hospitality like Disney. In Lora's words: "They dare you to present a need they cannot meet."
I forgot my camera cord so I couldn't charge it. First, the Disney concierge called their photo shop and it cost $53 versus $5 on Amazon.com. She said, "That's too much money." She said, "Let me send our runner to Walmart to get a cord for you." I was shocked. I said, "You do that?" She said, "Yup." Well, they couldn't find the cord at Walmart so they credited our account $25. Are you kidding? I'm the one who forgot it! Yet they went halvsies with us! But it doesn't end there. Long story short, their manager had the same cord I had so I borrowed it three times to charge my camera. Unbelievable! Now that's hospitality from the top down.
We absolutely loved the rides at Disney. The attractions were amazing. But it's that "welcome home" here and "have a magical day" there that makes your day.
Off the hook hospitality!
"Do not forget to show hospitality to strangers, for some who have done this have entertained angels without ever knowing it."
Hebrews 13:2
I forgot my camera cord so I couldn't charge it. First, the Disney concierge called their photo shop and it cost $53 versus $5 on Amazon.com. She said, "That's too much money." She said, "Let me send our runner to Walmart to get a cord for you." I was shocked. I said, "You do that?" She said, "Yup." Well, they couldn't find the cord at Walmart so they credited our account $25. Are you kidding? I'm the one who forgot it! Yet they went halvsies with us! But it doesn't end there. Long story short, their manager had the same cord I had so I borrowed it three times to charge my camera. Unbelievable! Now that's hospitality from the top down.
We absolutely loved the rides at Disney. The attractions were amazing. But it's that "welcome home" here and "have a magical day" there that makes your day.
Off the hook hospitality!
"Do not forget to show hospitality to strangers, for some who have done this have entertained angels without ever knowing it."
Hebrews 13:2
9 Comments:
Hey that's awesome! Heading to DC for vacation, plan to hit Ebenezers Saturday night the 22nd. Hope you are there!
When I went to Disneyland on my honeymoon last winter my wife and I were given "Just Married" buttons. Everywhere we went we were congratulated. One day we decided to count - 48 congratulations in just one day.
The hospitality does it.
Phenomenal... can you imagine if our "Information Desks" at our churches were like that?
Took my son to Disneyland five years ago for his 5th birthday... It truly was THE BEST PLACE ON EARTH for a birthday!
(Just wondering if they can do anything about lowering the cost of a ticket?)
What resort did you stay at? Just curious if the level of service depends on the type of Disney resort one is at.
We stayed at Bay Lake Towers. It's brand new. Right by the Contemporary.
Mark, you're right on with the Disney hospitality. Last year we went to disney and my daughter's retainer was thrown in the trash. She had wrapped it in a napkin at dinner and left it on the table. She forgot about it and it was thrown away. When we realized it, the table had already been cleared. The manager and one of her staff literally dug through the trash (old food and everything) for 20 minutes and they found the retainer. They sterilized it, and delivered it to our room on a plate with Mickey Mouse ears. We were shocked. Totally first class service.
Last year at at Disney, I struck up a conversation with a guy working the entrance to a kid's ride, learned he was the GM of the park (Hollywood Studios). Said all front office employees, including top management, rotate through different "cast member" jobs in order to stay close to visitor experiences. Also noticed if you stop and stare at your park map long enough, a staffer will come to you offering help.
If only our churches had that mindset! All parents want is for someone to point them towards the nursery. All a single wants is for someone to offer to sit next to them when they're new, alone and feeling awkward. Yep. Lots of lessons God's Kingdom can learn from Walt's.
Hey Mark, first time reader, I'm also a Cast Member in Walt Disney World, I'm glad you enjoyed your vacation... The service provided by the resort is unmatched, we strive and i mean we, from the people who clean to the management to provide a level of service unmatched cause when you come here you are part of our family for however brief your stay...
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