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What I learned about customer service from visiting Disney World

By Dr. Stacey-Ann Baugh

Real Estate Agent with Century 21 New Millennium

July 19, 2011 04:28 PM

I learned a lot about customer service from visiting Disney World and not all of it good.

While visiting Orlando last week we planned a visit to Disney World. We went later in the day because we wanted to stay for the fireworks. The people were very pleasant as we parked and paid to enter the park. I was not happy to pay the entry fee because it was exorbitant (in my opinion). However, we paid and got ready to have a great day. The kids enjoyed the activities and everyone we encountered was very pleasant.

We really enjoyed the lighted parade and the fireworks were amazing. Despite the heat, we all enjoyed our day at Disney and then it was time to leave.

I expected it to be crowded because everyone was leaving at pretty much the same time. What I did not expect was utter chaos. People were grouped together with no idea which way to go. Disney employees were yelling at people and it actually felt unsafe. Once we were able to finally get on the ferry it was another disorganized ordeal to get onto the shuttle to our car.

It took over 2 hours for us to get from the park back to our car. Of course at this point everyone was tired and cranky.

The next day all we talked about was how horrible and disorganized it was when we tried to leave.

I realized that people often dwell on the last impression we leave them with. We could be really fabulous overall but what most people will remember is whatever the last interaction was. This is magnified if this interaction is less than pleasant.

It is important for us to make sure that each interaction we have with our clients will leave them with only pleasant stories to share with friends.

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Lisa Dunham

Alexandria, VA

Associate Broker, Alexandria Virginia Real Estate

Aww, what a sour ending to what sounded like a really great day with the family! Maybe after a few days, you can all reflect on the pleasantries again ...

Jul 19, 2011 04:35 PM

Florida Tolbert Team Keller Williams Advantage

Keller Williams Advantage III Realty in Lake Nona - Orlando, FL

Keller Williams Land Luxury Division Specialist

Just one thought and I am not defending my former home town...

What do you expect when you take over 50,000 people and make them all leave at once and send them to transportation that will only hold about 1,000 at a time?

Now add to that, folks from all over the world that not all can speak or read the signs, and then the short tempers, hot temperatures, and cranky kids, mix well and guess what you get?

EXACTLY WHAT YOU EXPECT! UTTER CHAOS!

Want to know the secret to avoiding in the future? leave earlier, or pack more patience.

They call it the happiest place on earth, and it truly can be, but you need to pack a huge suitcase full of patience for the not so happy moments.

Personally, when I lived there and we had annual passes, if we drove in and the park looked busy, we left. That's the special part about being local, we didn't have to stay and believe me, we skipped it many times.

Just remember the good times, forget the end, and next time, just leave a little earlier. You can see the fireworks all the way to the gate. you don't have to wait until the last second.

Lesson learned.

Jul 19, 2011 04:50 PM

Scott Warga

ACSI American Construction Specialists & Investigations - Gilbert, AZ

WOW, this is great advice.

Your are only as good as your last deal

Thanks for the post

Jul 19, 2011 05:14 PM

Brenda Mullen

RE/MAX Associates - San Antonio, TX

Your San Antonio TX Real Estate Agent!!

First and last impressions are very important. To Kevin above....that is sound advice, but unfortunately not everyone knows how chaotic it's going to be. The Disney employees do know though, so yelling is not acceptable. They truly should have probably been more of a help than a hindrance. But, I do agree with you. If I have to go anywhere that I instinctively know is going to be crowded, I arrive early and leave early :)!

Jul 20, 2011 12:54 AM

Gerry Michaels

Glasswork Media Arts - Gettysburg, PA

GettysburgGerry Social Meida

Final impressions are as improtant as first impressions, great points Stacey

Jul 20, 2011 01:03 AM

Dr. Stacey-Ann Baugh

Century 21 New Millennium - Upper Marlboro, MD

A doctor who makes house calls.

Lisa - it was a sour ending, such a shame.

Jul 20, 2011 03:23 AM

Kevin - I disagree, I do not expect utter chaos. I expect crowded - they are 2 different things. They use these wonderful winding lines all throughout the park to control crowds on rides that would have been all that was needed for it to feel as though it was organized. I was more than expecting for it to take awhile but I do not expect to go out and feel as though someone is going to trample my children. Also, since Disney has fireworks every night they should have plans in place to handle the crowds of people that they know will be leaving like having more than 3 trams running.

Also, if there are people who cannot understand english having the Disney employees yelling at them is not going to change the fact that they do not understand the language. The patrons may have been cranky but that does not excuse the employees rude behavior.

If they want my visit to be magical then that needs to extend until the very end.

Jul 20, 2011 03:28 AM

Scott - exactly

Brenda - I would have done that too but the kids wanted to see the fireworks - which truly are spectacular.

Gerry - that was my point, we understimate the power of the final impression.

Jul 20, 2011 03:29 AM

Mary Douglas

United Country Ponderosa Realty, Red Feather Lakes, Colorado - Red Feather Lakes, CO

REALTOR, Red Feather Lakes, Colorado

Wow, Stacey-Ann Did you ever read "Be Our Guest?" the Customer Service Book based on the Disney culture? I would not expect this at Disney, it sounds like they could improve on this part of the system. I would expect crowded, but like you, I wouldn't expect employees yelling at me either. I would write a letter, perhaps the powers that be could work to make for a more happy departure.

Jul 20, 2011 04:29 PM

Digital Digital

Alachua, FL

full service

Hi Stacey,
Thanks for posting.
Good point on first and last impressions. Sometimes the small details are overlooked but the truth is most clients don't over look the small stuff.

Have a good day!

Jul 25, 2011 04:57 AM

What I learned about customer service from visiting Disney World

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