Al Lutz: "Management must stop bending over to pick up pennies as dollars fly over their heads"

[Lee]

No, it is not. This attitude is incredibly dangerous. When the long time king like Disney actually falls in the financial and economic metrics the damage is so far beyond just these numbers that to turn around means not just fixing the product and services, but also repairing a heavily damaged image. Waiting to fall from No. 1 is a recipe for death.

Agreed.
I believe Walt had a quote about how if you lose a customer over a dollar, it'll take two to get him back. Seems relevant...

 

[nytimez]

Agreed.
I believe Walt had a quote about how if you lose a customer over a dollar, it'll take two to get him back. Seems relevant...

There goes your ego again. Oh, wait. Wrong thread. Sorry.

 

[SirLink]

Aren't Star Wars weekends extremely popular?

The original ST had very short lines, I think because it has a pretty good capacity. I recall many times when the Standby queue was 10 minutes, and that was before TSM was there to take a lot of the load. (RnRC and TOT were the only other thrill rides in the park.) The wait has been over 40 minutes on my last 4 vacations. After all those years, it's rather shocking to see the line stretching outside!

P.S. I still think "Ewok Village" could work instead of Avatarland at DAK. TDO, go for it!

I don't - the one benefit Avatar has as a Sci-Fi story is the fact JC went first and created an ecosystem of Pandora first. Star Wars doesn't have that rich ecosystem of any of the planets.

You have two options go for Avatar or go to retell the story of Camelot and Merlin, prefably with John Hurt voicing a dragon.

 

[dreamscometrue]

Agreed.
I believe Walt had a quote about how if you lose a customer over a dollar, it'll take two to get him back. Seems relevant...

We, on here, have a very, very broad range of opinions about the state of WDW presently, but we mostly agree that this incarnation of TDO doesn't like to spend money. However, motivation, no matter what the source is a wonderful thing. I wonder if we can all agree that as a business, losing dollars to other Central Florida theme parks will motivate even the most fiscally tight Disney execs? I personally don't care in the least what the motivation is to build a Carsland, Pixar expansion, etc., as long as it gets done, and I can go play there.

Do you think that we are getting to the point where expansion and other upgrades will have to be done, simply because TWDC wants to maintain or improve their profits and standing in Florida?

 

[Animaniac93-98]

As long as we are kings of the industry, thats all that counts.

I'm sure Kodak once thought that way too.

 

[WDW1974]

I'm pretty sure it's old man Potter from It's a Wonderful Life...
(Smooth, huh? Clever and seasonal.)

As for Al and the Star Tours thing, I thought the dispute was about whether or not he (rightly) criticized TDO. Not whether or not he ever (wrongly) recanted, which he shouldn't do because he was right all along.

Time to move on before I get a headache.

I have a headache already and I haven't even made my pilgrimage to New Fantasyland yet!
Can I ignore the next three pages or are we just going back and forth on what Al said?

 

[WDW1974]

You seem to have a fundamental misunderstanding about what my point is. It's not about whether what Al posted happened or not at some point in time. It's about what he didn't post after, showing his bias.

This is what you say. I recall reading something different. Maybe it wasn't in a column, but on the header notes he regularly puts up. Are those accessable? Did you read every day's notes?

And what is his bias? What is your issue with him? ... That he knows what he's talking about? That he knows what a trainwreck WDW management is? That he favors his home resort that is run infinitely better? What exactly is your problem?

Al doesn't owe anyone anything. He has often written things that turned out to not be true (or more, honestly, became untrue due to changes). You think he owes an explanation for them all? He writes opinion pieces for a site he used to own about freaking theme parks. What is your problem with him?

 

[WDW1974]

This is the standard MO with Al. You've claimed to read all his articles.. you should know this is the case. Never acknowledge past articles unless it's to pat yourself on the back. That's Al's way.. always has been.

True enough.

And he has that right. It's his column.

And folks see what they want to. In the past year (maybe more now) I have only been wrong about one major thing I posted (even though I still would have posted it as something was lost in translation) and NOT ONE person here ever noted it or called me on it. ... It speaks volumes and makes me think that crazy Frank Luntz is quite correct that it isn't what you say that matters, it's what people hear. ... So, when I speak, most people only hear WDW sucks, it is the worst place for a vacation and you're a moron if you go ... because that, apparently, is what they choose to hear.

 

[WDW1974]

Actually, I have seen commercials for the new Fantastyland... and no, not on Disney Channel since I don't watch any of the shows there... I have also seen a lot of ads on websites as well as promotional material sent by WDW and the Disney company promoting new Fantasyland... Never once did I ever receive anything like that regarding Star Tours 2...

I haven't seen one in SoFla ... we did get plenty of TV spots for Star Tours 2.0.

The last major attraction that got some national play spots, I believe was EE.

WDW wants to always market 'the MAGIC' and not actually focus on the product, but on feelings and nostalgia for past experiences with the product.

 

[WDW1974]

Just had one myself yesterday. The foam is so tasty. But so were the pumpkin juice and the lunch at Mythos. Talk about good sticker shock.

Table-service meal with a tasty steak sandwich, bread, and drink and tip for less than $20? Imagine how much goodwill Disney could foster if they did that.

You apparently dined with another MAGICal member (who I'll leave in anonymity unless he/she decides otherwise) ... and they also enjoyed the meal and the value. ... They also commented (as you did somewhere else) on the amazingly high quality SW holiday offerings, including the shows and right down to the napkins and bags (something that TDR would do and does, but WDW doesn't feel the need unless you're buying a $20 Mickey popcorn bucket!)

I just found it interesting that both of you were apparently at the exact same places at the same times and had the same observations ... although I do consider you both two of the saner voices around here.

I am sorry that you didn't get to experience the grandeur that, apparently, is the BoG restrooms!

 

[WDW1974]

And in 2 sentences, you've epitomized why it's hard to take you seriously; and I really try.

You seem like a knowledgeable fellow, but as you admit, you've written the same thing many times. Thing is, maybe it's you (and a small group of others) who is out of touch. You're convinced of, well what you said above, and I'm convinced that you are so anti TDO (somewhat understandable) that you cannot see anything with objectivity anymore. There likely was a time when your opinions were less clouded, but sadly that's apparently long since passed. You are the only one on here who never can say anything positive about WDW, ever. People whose opinions I respect, like Kevin Yee and Eddie Sotto, can sing praises when deserved, but you've become too jaded. I actually feel sorry for you...it must suck.

As for the 2nd comment, you further look silly because that's your predisposition to hyperbole screwing you over again. WDW's attractions are not falling apart. Splash is falling apart. Some others have issues with refurbs that people don't like, or effects turned off. Use of statements like 'falling apart', and your fav word, 'crumbling' to try to evoke images of a decrepit WDW, with a property wide post apocolytic landscape has become tiresome. I'm bored with your shtick now. You've become a caricature.

Yeah ... moving on ...

 

[WDW1974]

With all due respect, many parts of WDW can be seen as "falling apart," given WDWs supposed standard of excellence.

Let's see... Splash, Dinosaur, Yeti, Tree of Life (literally falling), Maelstrom, Image Works, Joysticks on Mission Space inoperative, mismatched paint in Polynesian room of Small World for several years, shabby queue in Small World, Buzz Lightyear dusty and worn out, extensive rehab on Space Mountain (covered queue) that half the guests never see because they're herded down a back hallway with peeling paint instead... worn-out monorails with extended downtime... Carousel of Progress left to rot, CBJ butchered by rank amateurs... Pleasure Island closed and left to rot for four years plus.

Couple that with ridiculously rising prices, hyperactive pre-planning, NextGen hassles and the ever-more-stressful mob scene and TDO has made quite a mess for themselves.

I love WDW but it no longer lives up to its own promises. So compared to its heyday I'd say "falling apart" is a pretty fair description.

Clearly, you HATE WDW!!! Why go?!?!

Stay home and the lines will be shorter for the rest of us!!! (OK, how was that?)

 

[WDW1974]

You would be surprised to know who Al's sources are.

They might be.

I am not ... at ... all.

 

[WDW1974]

I appreciate you reminding everyone that operating WDW is expensive but perhaps what you don't realize is WDW takes in millions every day, 365 days a year. MK alone averages 46,000 per day. Between parking, ticket, food, and merchandise, let's assume the average guest spends $100/day. That's $4.6M per day from MK alone and does not include WDW's multitude of revenue streams. The amounts you mention are proverbial drops in the bucket.

You have to look at historical data to fully appreciate the current situation. Average park attendance used to be lower, perhaps 30,000 per day. Ticket prices were one-fourth, yes, one-fourth what they are today, adjusted for inflation. Back in "the good old days", WDW was adding a constant stream of new attractions and even entire theme parks. WDW kept a much larger maintenance staff. WDW did not have the sophisticated means of extracting money from guests that it has today. We old timers remember when Main Street USA was more about creating a semi-authentic experience of turn-of-the-century Americana rather than what it is today, a giant Walmart. Only 2 onsite resorts. No DVC. No DTD. Yet somehow WDW managed to turn a respectable profit. In fact, during the lean years (circa 1970 to mid-1980s), WDW and DL pretty much kept the rest of TWDC afloat.

Yet with much higher prices, better attendance, multiple onsite resorts, truckloads of food & drinks sold, DVC, enough merchandise to make most mid-size retailers jealous, pressure on the labor force to keep costs down; yet with all these financial advantages, TDO can't keep chunks from falling off the Tree of Life or Splash Mountain, the Yeti working, or replace light bulbs at the Grand Floridian.

Adjusted for inflation, Walt Disney's annual compensation in the 1960s was about $1M. I wonder how many pencil pushing mid-level executives collect that today at TWDC.

Their own history has shown TDO can do more for less. If they're not maintaining those standards today, it's because they are either incompetent or more concerned with their annual bonuses than the business they are being paid handsomely to run. Either way, TDO gets no sympathy from me.

I've been a big fan of WDW for most of my life. All I'd like is for WDW to be as good as it once was.

You may not care, but you are fast becoming one of my favorite posters (just don't tell JT as he thinks I'm only here for him!) You understand things quite well and posts like this save me the time! Thanks!

 

[WDW1974]

Agree with this completely. The majority of the park is decorated, the little holiday details (napkins, cups, food offerings, employee name tags) are there, and there are a multitude of holiday shows and events going on -- all for the price of regular admission!!!! I really wish I had been able to spend more time there recently, as it is difficult to see all the holiday offerings in one day/night.

Meanwhile at WDW....same old, same old. Any new cuts to MVMCP this year? Or just a price increase?

I'll tell ya when I get back and then I am really going on a MAGICal sabbatical to see if @Lee can attempt to catch me in the 'likes' department. ... I beg all of you to NOT like a thing he writes. He has it all. He doesn't need this title too.

 

[WDW1974]

Agreed.
I believe Walt had a quote about how if you lose a customer over a dollar, it'll take two to get him back. Seems relevant...

I'm reasonably sure that the highest levels of both P&R and TWDC as a whole are too arrogant and cocky to realize this. There is a very misplaced 'tude that Disney can replace longtime guests like ... say ... us ... with rubes in a never-ending supply who will drop thousands in a week (as we have countless times) and be much easier to please because, for them, WDW has never been better. Believe it or not, but WDW doesn't appeal to everyone (and didn't even when its quality was second to none). Not even close.

 

[WDW1974]

I'm sure Kodak once thought that way too.

There are countless examples ... from Kodak to Pan Am to Howard Johnson to Montgomery Ward's etc etc.

Plenty of companies led the country or the world and now either don't exist or are shadows of what they were. Yes, it could happen to Disney too.

In some ways, it already has. There was a time not too long ago ... say 15 years when no one would ever use Walmart and WDW in the same sentence, even this Spirit.

 

[the.dreamfinder]

They might be.

I am not ... at ... all.

I am someone who knows the man has an amazing set of 'sources' deep within Disney and who breaks stories on Disneyland that real reporters can't/won't.

The fact he is required reading in high places should be sufficient to explain the level he is held in in the exec suites.

And even though I'm sure this will get attacked, I was personally approached by a WDW VP in 2003 for suggestions on how to 'neutralize' Al.

 

[Animaniac93-98]

There is a very misplaced 'tude that Disney can replace longtime guests like ... say ... us ... with rubes in a never-ending supply who will drop thousands in a week (as we have countless times) and be much easier to please because, for them, WDW has never been better.

But there's no gaurantee that our "replacements" will go even half as many times as us in the long run. Chasing after "once in a lifetime" guests is not a good long-term strategy.

 

[WDW1974]

But there's no gaurantee that our "replacements" will go even half as many times as us in the long run. Chasing after "once in a lifetime" guests is not a good long-term strategy.

Nope, it is not ... but why would execs who will be long gone with huge bank accounts care about the long term?
WDW is typical of American business in the 21st century -- you make the short term look great for Wall Street and CNBC talking heads and if the company is in the toilet (@TalkingHead) six years from now, who cares?