The Guest Experience

The stories keep coming! We have received numerous stories from cast
members about interesting guests, and from guests about the nice (and
not-so-nice) cast members they’ve encountered. This time, we had so many
stories about cast members that we’ve broken them into two sections: The
Disneyland Resort and Walt Disney World. Today you’ll read about the magic
makers in Florida.

Mark’s Story

I wanted to share an experience I had at the Magic Kingdom recently.
I am not a cast member, but I saw an opportunity to create some magic
so I gave it a shot.

I was walking around Tomorrowland and noticed the Talking Trashcan was
out and entertaining/confusing guests. It was at this point I noticed
a family off to the side who was not having a very magical day.

The family was made up of mom, dad and two girls, one of whom was in
an electric wheelchair. The dad was getting upset at his handicapped daughter
because she was complaining about not having fun and being able to go
on all the rides. The mother and other daughter were standing off to the
side as the yelling continued.

At this point I approached the mother and asked what her daughter’s name
was, which she told me. I then found the cast member who was escorting
the Talking Trashcan and explained the situation. Then the magic started.

A few minutes later, the trashcan approached the girl in the wheelchair,
and said hello to her and called her by name. The look on her face was
priceless.

They spent the next several minutes together talking, drag racing and
laughing. Afterward, the mother and father went to City Hall to file a
cast member compliment about how something as simple as a trashcan could
turn around their entire day, and was also the highlight of their daughter’s
day.

When word of this made it back to the escort she spent the next few hours
trying to find me, and when she did she told me everything that happens.
I also received a “Make the Magic” certificate signed by Mickey and his
friends.

Just goes to show that at the Magic Kingdom we can all create some magic.

Marc’s Story

I had so many outstanding experiences at Walt Disney World (WDW) and
not really any bad ones. I just want to share some of the most outstanding.

One time, a friend and I had lunch at the Sci-Fi Diner (at the Disney-MGM
Studios). My friend hadn’t felt well all morning and when the food arrived,
she could only take a few bites.

When the waiter came by the next time, he asked her if she didn’t like
it, and she said, it was only because she wasn’t feeling well. He told
her that she wouldn’t need to pay for the food and brought her a hot tea
free of charge as well!

Another time, we went on the Backstage Magic tour. At the time, the drivers
of that tour were Disney-employed VIP drivers (now Disney uses Mears drivers
and vans). When the tour ended, we talked a bit to the driver and asked
him what the fastest way would be to get to Pleasure Island from Epcot
(where the tour had ended), as we had cinema tickets for a film starting
in half an hour and there was no direct bus to Downtown Disney from Epcot.

He said we just should get back on the bus and he drove us over in about
five minutes. He wouldn’t accept a tip. As we had time to spare we talked
some more and, in the end, we exchanged addresses and kept in touch. Every
time I go back to WDW I get in touch with him and bring him a gift.

Shuttle drivers can make their own brand of magic. MousePlanet file photo
by Sue Holland.

Kris P.’s Story

We have been to WDW four times now with our children and are always impressed
with most of the cast members.

On our last trip in January, we had many, many great experiences, but
one in particular really shines. We had taken the bus over to the Animal
Kingdom Lodge for a special dinner with friends at Boma.

Since the parks close early in January, I was a little concerned about
being able to get back to our room at the All-Star Movies Resort. We stood
out at the bus stop for a few minutes, and there seemed to be no busses
running. OK, so now I’m worried. Along comes one bus and pulls up to a
stop for a different destination. As I started to walk up to the bus to
ask the driver what we should do, the driver stepped out of the bus and
asked where we need to go.

I told him my plan was to try to get a bus to Epcot, since that was the
only park open that late, and then grab another bus to All-Stars. The
driver smiled and waved at us and said, “Come on.” His name was William
De L’Amour. He phoned whoever dispatches the buses, and told them he was
taking us directly where we needed to go!

It may sound silly, but that little extra effort on his part made our
day and a great impression on our sons. They even asked later in the week
if we could go to the Animal Kingdom Lodge to see William again.

Randy’s Story

I just wanted to relate a brief story on my first experience with a cast
member. My wife and I had decided on a trip to WDW for our honeymoon (1993).

We had been up all evening at our wedding reception, grabbed a few hours
of sleep and then got on the plane for Orlando. Of course, we didn’t sleep
on the plane. We got to WDW, checked into the Caribbean Beach Resort,
and decided to head to the Magic Kingdom, as we were pumped on adrenaline.

Once there, hunger took over, so we went to the get a hamburger at a
restaurant in Tomorrowland. We ordered, got our food, and sat down.

Then, I realized that I didn’t have any condiments. So, I walked up to
the condiment station.

There was a young cast member there, filling the condiments, wiping down
the station and keeping everything orderly.

I mumbled, “Excuse me” so I could grab some.

I was immediately met with, “Hey! No problem. How are you enjoying your
vacation? Are you loving it? Have you ridden Space Mountain yet? Boy,
isn’t that a great ride?”

I was amazed. Here was a young man, who was assigned one of the most
menial tasks in the park and his attitude was amazing. I decided to see
if his attitude was isolated. Nope, there were so many great cast members
throughout the park.

After that, I was sold on the “Disney Method” of customer relations.
I studied the books from the Disney Institute (almost got to attend. Darned
cutbacks), read all the other books on “The Disney Way,” and implemented
many of their ideas into my own staff training.

I’ve told the story of this lone cast member at the condiment stand so
many times to point out that it doesn’t matter what job you have, your
responsibility is to the customer.

Cast member Styer’s Story

I know we said thanks at the end of our dinner, but I wanted to say it
just one more time. We visit our “second home” about two times
a year, more if we lived closer. I guess I’d be called one of those crazy
guests who can’t get enough of the Mouse. Hubby and I were on our August
trip, on our way to Liberty Tavern, and ended up being late due to a snafu
on the monorail—nobody’s fault, just happens. Our hostess was gracious,
we got a nice table, even though it was apparent the restaurant was getting
ready to close. We still had plenty of character interaction, and great
service. So to all who made our anniversary special, thanks!

Tim’s Story

My family are members of the Disney Vacation Club, so we have been going
to WDW at least once a year since signing up. We are always grateful for
the friendly people who work for Disney who put forth such effort to make
our visits pleasant. I would like to tell you about a couple of special
cast members from our last trip.

We spent the first week of February 2004 at WDW, doing the usual tours
of the four parks. In the Magic Kingdom—traditionally our first stop
and clearly our favorite place on Earth for lots of reasons—the first
week of February is the very best time to go because the crowds are so
small. I guess a lot of the pressure is off the cast members, too, because
we are always treated special.

Right behind the Hall of Presidents is a tent where truly talented artists
draw portraits of guests for reasonable prices. On the wall of our living
room, we have a portrait of my mother-in-law done when she was 12. We
also have one of my wife, done at the same age. This year, my oldest,
Mandalyn, turns 12. So we had cast member Ann do her portrait. She was
wonderful, and the picture is everything we could have hoped for. In fact,
of the three, it is the most attractive. Once it is framed, it will be
a permanent part of our home, and will be passed on with the other portraits
to future generations. My younger daughter, Claire, can’t wait to turn
12 so she can get her special picture drawn at WDW.

I hope Ann is still there six years from now, but I know that is a lot
to ask!

Later that day, as we were leaving the park, we stopped off at the Emporium
to do some souvenir hunting. Claire, as 6-year-olds will do, wandered
away to look at something, which took her out of my sight. That frightens
me, even at the Magic Kingdom, so I started calling her name. A strikingly
beautiful young woman came out of a back room and wanted to know what
I wanted. It turns out her name was Clara, and she thought I was looking
for her.

When she realized I was looking for another Claire, she helped me find
my daughter. Clara was wearing a pin lanyard, and my Claire saw a special
pin that she really liked, but we didn’t have our pin lanyard to trade
anything for it. Clara told Claire that because she was such a special
girl, with such a special name, she would give her the pin.

A month later, Claire still talks about that. Thank you, Clara, for making
my daughter feel so special.

Wayne’s Story

I just wanted to share a great experience we had with a cast member this
past January in the Magic Kingdom. My wife and I are Annual Passholders
and for two years I have been trying to find and buy an Annual Passholder
hat. None of the locations where they were supposed to be had any idea
what I was talking about or how to find one.

In January we had checked in the Exposition Hall, where they were supposed
to have them, and was told to check with City Hall. We went across to
City Hall and a very nice cast member tried to help us with no luck at
all. We went back to the porch of Exposition Hall to sit in the rocking
chairs while waiting for “Wishes” [the fireworks show] to begin.
There was a cast member wearing the sorcerer’s hat and one of the big
hands greeting people. He was very friendly and came over to talk with
us and point out the best places to view “Wishes.”

While talking, I told him about trying to find the Annual Passholder
hat for two years. He said, “Wait a minute.” He went in Exposition
Hall for a few minutes and then came out and went across to City Hall.
My wife and I laughed as we thought about how unsuccessful he would be.
He came back across the street, held up a finger like just a minute, and
went back in Exposition Hall. In just a few minutes he came out with his
hands behind him and asked to see our Annual Passes. I showed him mine
and he brought two hats from behind his back. We were elated.

I told him I only wanted one and asked where I needed to go to pay for
it.

He replied, “Two years is a long time to look so this one is yours to
keep free of charge.”

It is now my favorite hat to wear. We have had many other great experiences
over the years, but this one is the one we will never forget.

Neil’s Story

I was reading your February 4 column on guest experiences and wanted
to toss in my two cents.

My wife and I have made 13 trips to Walt Disney World since our honeymoon
in 1994 and have stayed on property every time. I can honestly say that
we have never encountered a cast member who wasn’t, at the very least,
pleasant and courteous. In fact most of them go above and beyond what
is expected of them.

That’s one of the many reasons we keep going back. One experience is
particularly memorable.

About three years ago we were staying at the Wilderness Lodge. We arrived
very early and were happy to find there was a room available. Unfortunately
when we went to our room, we found that it had not been cleaned. This
was not a problem since we were heading over to the Magic Kingdom. I just
called housekeeping and asked them to send someone up while we were gone.
They were extremely apologetic and when we returned the room was spotless.

Around 6 p.m., a cast member delivered one of the largest gift baskets
I have ever seen along with a note of apology for the problem with the
room.

That experience is indicative of the type of treatment we have always
received at Walt Disney World and I would like to thank all the cast members
for their hard work. People do appreciate it.

P.S. The only horror stories I have about Walt Disney World involve other
guests—but I’ll save those for another time.