So, we went to Disney World last week. We stayed at the Port Orleans French Quarter resort on Disney property. It was our first time staying at that particular resort, so it was a lot of fun. However, we had visited the resort back in 2008. While we were there previously, there was a cookie decorating activity for the kids.
I asked one of the people working in the dining room what time they might be doing that so that I could bring the kids down to do it again. When she went to check, she informed me that the times had changed... Previously they had done it at 5:30 in the evening, but had changed it to 8:30. When she found out that it would be after my kids' bedtime, she went and got two cookies for each of them to decorate.
I didn't ask. I didn't even hint. She wasn't a manager... she was just a conscientious employee and wanted to make sure my kids had a great experience. They were actually taking a nap right then. Later in the week, I ran across her in the dining room while the kids were with me. She was delighted to meet them, asked how they liked the cookies and mentioned that if I wanted more cookies for them just to let her know.
Did I mention that it was a freebie?
Ethel wasn't the only Disney Cast Member I ran across that put in extra effort to insure my kids had a great time. In fact, there were dozens.
Anyone in the business of Customer Service should take some cues from Disney. There is a business retreat worth going on...
;^ )
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