The Disney Experience - a Paradigm in Customer Service

It was my pleasure to visit Disney World this month, primarily for the purpose of being the mother with the joyous opportunity of cheering her son on a marathon. The marathon is subject for another article, including the preparation, psychology and paraphernalia. But this reflection has to do with the treatment received from the instant we entered the Disney environment until our last moments there.

The range and nature of Disney success is universally known and widely touted. Although I won't be the first to do so, I'd like to make some observations about the experience that have more significance than a vacation with my family at a resort.

Tone was established immediately upon arriving at the facility. Check-in was routine, enhanced by the fact that there was no luggage to carry, thanks to the Disney. But the most significant (albeit) minor remark at dinner defined the balance of the vacation. Due to diet restrictions, I inquired of the extremely accommodating and friendly wait staff if there was a possibility of ordering a special item with my meal while being within the dining plan. The response was immediate but in earnest - "You can have anything you want. You're in Disney." Nothing knee-jerk or facile about the remark. It was a precursor of the approach that was to follow.

Our journey continued along the path of ultimate accommodation. We were always warmly welcomed, wished a delightful day, thanked for being at the resort and provided with information on a warm and personal basis. Are the cast members thoroughly trained and subject to dire consequences if they are abrupt or unkind? I suppose so although you never feel that you are simply another pesky tourist. But the culture is much more than fear of failure. It is ubiquitous, sincere and truly creates the environment of magic and making wishes come true that is so profoundly Disney.

A reality that you don't find in the Disney literature and tour guides, however, is that the prevalent attitude is wildly contagious. No matter where we went, friendly co-travelers would initiate conversation with no reluctance or fear of rejection. It began to seem that the Disney spirit impacted everyone, cast or not, with remarkable consequences. We encountered the occasional ugly tourist, pushing for preferred seating or grousing about something or another. But I am convinced that kindness and respect reproduced themselves, magically if you like, throughout the entire venue.

I have been on the planet long enough to be persuaded that fairy tales come true on screen or at Disney with greater regularity than in Home Town USA. There is an unexpected life lesson to be learned and I only wish that I could ask Mr. Disney if he anticipated it. I'll be in the pursuit of making as much Disney-flavored delight happen for those around me as I can. I may not be able to create flying elephant magic but a brighter day and serene aura around me may very well envelop those on my path.