Back in a Mickey Minute - A Lesson in Customer Service

By
Real Estate Broker/Owner with ViewHomes of Clark County - Nature As Neighbors

This year, we ordered one of the sought after toys of the season, "The Child Real Moves," from the Disney hit TV show, "The Mandalorians." It was ordered online through the Disney store in early November, with a ship date of around November 20th. Unfortunately, it didn't ship by that date and I (Debb), was concerned enough to call Disney to find out if it would make it by December 25th - the magical day for the kids in our family. 

 

The wait would be about 40 minutes, if  I chose to remain on hold. Since neither of us has had great luck with the "we'll call you back" option, I decided to work on our Christmas cards while waiting my turn. The phone was on speaker and Bernie was working at a nearby desk. We listened to each and every Disney hit and promotional pitch, admittedly with occasional cynicism. 

 

When the customer service rep answered the phone, after the promised 40 minute wait, she was gracious. "Welcome to the Magic Kingdom, how can I make your day more magical?" ( I could hear Bernie stifling a laugh, thinking this is going to be cheesy.) But, the sincere tone of her voice and questions soon convinced us both of her genuine desire to help. 

 

In order to research the estimated ship date, she needed to put me on hold again. "Back in a Mickey minute," she said cheerfully. We both giggled at that one.  However, the cynicism was slowly giving way to bemusement. When she returned, she apologized profusely as she couldn't get a definitive date for shipping. 

 

However, she promised to keep digging. In her words, "I'm going to sprinkle some pixie dust around and see what more I can find out."  If you don't get a shipping notice email in a couple of days, please call back. "We need to get this gift sent in time to bring smiles." Naturally, I thanked her for her help and kindness. "Where there is kindness, there is goodness, and where there is goodness, there is magic."    

By the way, the toy arrived and has been wrapped and delivered to a wonderful five-year old boy who believes in the magic of wishing upon a star.

Posted by

 

ViewHomes™ grew out of our passion for nature, beautiful surroundings, and peaceful environments. Starting together in an urban environment, over the years we've gravitated towards areas with smaller populations and less density. We now enjoy our lifestyle in a rural environment, but with close proximity to metropolitan areas where we appreciate all the amenities of fine restaurants, shopping, and an easy drive to an international airport.
Living in ViewHomes™ is like having “elbowroom for the soul”.

 

360-608-4900 

info@natureasneighbors.com
 

                                                                             

 

Comments (51)

Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Endre Barath, Jr. yes, it does have a happy ending. Sorry you ran into poor customer service. Not fun. 

Dec 23, 2020 06:33 AM
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Brian England well, I'm happy to report they lived up to your expectations. Happy Wednesday. D

Dec 23, 2020 06:34 AM
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Great comment! Merry Christmas Andrew Mooers | 207.532.6573 

Dec 23, 2020 06:35 AM
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Erik Hiss her empathy and her sincerity really hit the mark. You are right. 

Dec 23, 2020 06:36 AM
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Joe Jackson thank you for the honor of a reblog. D

Dec 23, 2020 06:37 AM
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Kat Palmiotti good point. They seem to have it down, don't they?

Dec 23, 2020 06:39 AM
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Dorie Dillard CRS GRI ABR they certainly know what they are doing. We are so happy Holden will have his toy to open on Christmas morning. 

Dec 23, 2020 06:40 AM
JoAnn Moore
The Mortgage Market of Delaware - Georgetown, DE
Home Loans in Delaware

Great story. Glad you received it and will make for a very happy ending on the 25th.  

Dec 23, 2020 07:01 AM
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Thank you JoAnn Moore - we think he'll be excited. D 

Dec 23, 2020 07:55 AM
Gwen Fowler-864-638-3599 SC Mountains Lakes Homes
Gwen Fowler Real Estate, Inc - Salem, SC
Gwen Fowler Real Estate, Inc.

The customer service at Disney is always amazing and they are very strict about how guests are treated. It's a sought after job for a lot of young adults so it important for them to keep the right attitude

 

Dec 23, 2020 08:08 AM
Debb Janes EcoBroker and Bernie Stea JD
ViewHomes of Clark County - Nature As Neighbors - Camas, WA
REALTORS® in Clark County, WA

Gwen Fowler-864-916-2019 SC Mountains Lakes Homes It's pretty amazing. I was so impressed with this woman, she was older sounding, and very endearing. 

Dec 23, 2020 10:06 AM
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude

Debb and Bernie:

Thankfully it all worked for the holidays - shipping timing seems to be particularly challenging this year. The customer service rep certainly had the script down but hopefully it sounded genuine.  I had to wonder what a Mickey Minute is...LOL.

Jeff

Dec 23, 2020 04:07 PM
Steffy Hristova
HomeSmart Elite Group Tempe AZ Tel: 480-966-9353 - Tempe, AZ
Tempe AZ Realtor - Your Home Close to Your Work!

Debb and Bernie: I am glad the Christmas gift arrived on time. Great story about customer service.

We ordered in the last couple of days some last minite gifts and they all arrived on time - within a few days of the order. Maybe being late helped us this time. 

Dec 23, 2020 04:39 PM
Paula McDonald, Ph.D.
Beam & Branch Realty - Granbury, TX
Granbury, TX 936-203-0279

You hit the nail on the head! We must put our client's needs ahead of our own. When we get this right, your business will thrive. Merry Christmas!

Dec 24, 2020 11:02 AM
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Customer service is probably one of the most important things that always has moments of neglect. Great post!

Dec 24, 2020 03:50 PM
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Paula I would say that the nail was hit on the head about three times over! :) Paula McDonald, Ph.D.

Dec 24, 2020 03:52 PM
AndreaBFerreira CRS - SRS - CLHMS
Keyes Co. - Davie, FL
Miami Dade, Broward and Palm Beach County in FL

Disney is master in customer service! There is a lot to learn from them. I wish all companies could provide us the same quality of service. I'm glad for the happy ending. Happy Holidays

Dec 27, 2020 01:57 AM
Raymond Henson, eXp Realty
eXp Realty of California, Inc. (lic. #01878277) - Elk Grove, CA
Realtor

When we were at Disney World, we hoped in line for a ride and walked straight to the head of the line.  There was not one other person in line.  The Disney employee looked at us and said this line is closed.  Of course, we thought, then the guy had a huge smile come across his face and said, "it's a Magic Kingdom Miracle, no line."    I love Disney!

Dec 27, 2020 05:21 AM
Roy Kelley
Realty Group Referrals - Gaithersburg, MD

Thank you very much for sharing this experience.

Enjoy the holidays!

Dec 27, 2020 05:37 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

I think parents giving gifts from Santa is one of the most unselfish things they can do for their kids.  Some families spend a lot of money on these gifts and never get any credit for them since they came from Santa.

Jan 01, 2021 11:24 AM