A couple of weeks ago I was out west providing a program on customer service. One of the fun things about doing my programs is that I often run into other individuals who love Disney and want to share their experience. One gentlemen was a great fan of Disneyland, and shared for me his experience about going to Walt Disney World for one of the first times ever. Much of it was very positive, but one event occurred that totally blew him away. And frankly, it surprised me. I asked if he would share it. These are his words:
“While vacationing at Disney World for four full weeks in April 2008, I encountered a very rare phenomenon—a rude cast member on Space Mountain. When I asked about the best way to secure my camera case while boarding the ride, Mr. Surly just told me to ‘throw it around my neck.'”
When I asked this guest what he meant by this, he said:
“I probably should have stated the bag size—it’s 12 inches long, 8 inches deep, and 8 inches high. Packed with two different lenses for a digital SLR camera and hot-shoe flash, the weight approaches 7 pounds. Kind of weighty but I always have everything with me right when I need it the most. The very thought of having a sizable camera bag flying loosely around my neck while on a fast-moving roller coaster, in the dark, waiting to be caught on something (imagine the catastrophic results) was more than I could imagine. Even if it hadn’t caught on something, riders commonly lose hats and glasses on Space Mountain—I wouldn’t want to add a camera body and lenses to that list in the Lost and Found. He literally sneered as he told me to throw it around my neck, like I wasn’t smart enough to figure it out on my own.”
So having had an upsetting experience, he feels to share it with City Hall at the front of the park. He goes on to say:
“Being a long-time Disney parks visitor, I was very disappointed and made my way to City Hall to advise Guest Services of an obviously unhappy employee.
As I began to explain, the Guest Services cast member (who was also the supervisor), held up his hand in front of my face, interrupted me, and said, ‘Sir. This isn’t California. We have a saying here—”TIF”—This is Florida. We do things differently here.” I was left speechless. I later spoke with relatives in Tampa and they also have heard the expression. May be a cultural or regional thing but it sure rubbed us the wrong way.
We had many magical moments in each park but this is one of the most lasting memory of spending an entire month at Disney World. Although the park certainly has much to offer the Disney fan, it also seems to lack the spirit and atmosphere of Disneyland. I guess my future trips will be West instead.”
“TIF—This is Florida—We do things differently here.” I would probably give little credence to this—with thousands of cast members, I expect one or two to be off, but I have actually heard two other individuals in two totally different experiences share the kind of comment with me. And one of them heard those same words used at Guest Relations at The Magic Kingdom.
Of course, it doesn’t take much to realize that Walt Disney World is so very different than the Disneyland Resort. Indeed, even the Magic Kingdom in Florida is so very different than the original Disneyland created in 1955. A larger castle, Main Street and Space Mountain come to mind here in Central Florida. Big Thunder Mountain Railroad is a reverse track layout from the other park. Mickey’s Toontown is smaller and Pirates of the Caribbean is a more abbreviated experience here in Florida, but we still have a Country Bear Jamboree and all of the commanders in chief in The Hall of Presidents. There have been countless comparisons between the two properties, and everyone has their favorite. I love both properties for very different reasons.
There are also other comparison points that run even deeper. For instance,
- There are two different types of ticketing systems used between the two parks? Why didn’t they spare the expense of building two systems, and instead, create economic savings by building one uniform system?
- Why can I find a greater selection of CDs, books and videos on Main Street at Disneyland and not at Walt Disney World?
- Why can I get a candy apple quartered at one side of the country, but not at the other?
- Why are Fastpass machines different between both places?
- Why can I get shots of vanilla and rasberry for my frozen lemonade at one park and not at the other?
Even then, I can just shrug my shoulder and excuse the Walt Disney Resorts organization for not collaborating or simply sharing best practices. But the response of TIF in this instance isn’t about the weather, or the size or the heritage of the park. It’s about service at its very core. It’s about how we treat others. Why would Guest Services excuse poor service? Why should treating a guest be better in California than in Florida? Is it the weather? Is it the pay? The benefits? The management? Should any of those reasons matter?
And here’s the interesting thing about customer service. In the 1990s I tried hard for us to do customer service programming with The Disney Institute out at Disneyland in California. No one in senior management thought that was a good idea because they thought Walt Disney World was the superior example of great customer service (that and the only incentive Marketing/Sales had was to sell “heads in beds” in Florida). But now Magic Kingdom Guest Relations is stating that it’s better in California? I don’t get that. And frankly, having spent time in both parks, I rather think it’s fairly great service in both. I don’t understand why Guest Relations didn’t just apologize to this Guest.
But that’s my experience. Have you been told TIF? If so, share your experience with us. We want to know under what circumstances you would be told TIF. Also has anybody told you TIC—This is California?
Most importantly, we’d like to hear from you as to whether you think the “cast” at Disneyland is friendlier than the “cast” at Walt Disney World. Let us know your responses. We might even share your experience in an upcoming article.
Until then, remember, this is not about Disney—this is about your company. Does your office supply store seem friendlier than the others? Is your restaurant a notch above the others in that chain? Is going to your hospital a better service experience than going to your competitors? Share with us your feelings and why.
Until then, see you in the parks.
