But, I can think of a lot of nice things that money could also have bought. And, I know it's a distraction. And that concerns me more. It distracts management and cast away from focusing on the real mission of Disney. Making Magic.
That means, when someone calls your front desk to report that the chest of drawers in your $230 a night room is missing a handle...you don't wait until after that person's 10 day stay to replace the handle (not sure if they ever did).
It means when some snotty guest rips the emblem off of Sally at the Cars section of AoA within a few weeks of opening, you replace it (which I noted happened on my 2012 trip...and based on pictures I've seen of people who stayed there as recently as a few months ago...nope, Sally still has no hood emblem).
It means that you hire quality people and more imporantly compensate them and train them and follow up with their behaviours. For example, mousekeepers reporting facility issues instead of allowing guests to experience worn out spigots (like I did at Pop) that burn their kid because the washer is so worn it goes from cold to scalding hot with a tap.
It means that at your food courts, you don't let them get disgusting with dead roaches on the floor (want pictures from POFQ? I got em...if you want proof). It means you keep the beverage area clean and well stocked, with the ice melted (ever heard of hot water? Works wonders for that).
It means that you instill in your Cast members what it means to be "on stage" vs "off stage" so that they aren't openly gossiping about who is ging whom while you wait in line (granted, this was FAR worse at Legoland, but I saw it several times at Disney this past trip).
It means that you take care of Push the trash can and replace his missing rivits when they come loose and occassionally send him out for a new powdercoat.
It means that you clean the monorail carpets with a high pressure hot water clean at least once a week, not just let them wear and tear.
It means that the monorail drivers care enough about the vehicles they pilot that they notice these things and report them to maintenance.
It means all the LEDs and guns work on Space Ranger Spin, and if one does go down, the CMs are smart enough to either a) replace the part quickly (no reason this couldn't be done while the ride is moving, just a thought), b) report it to overnight maintenance but never c) put a plastic bag over the units to "mark" that that car is broken (assuming they even notice).
It means that management actually walks the park...not in a gaggle of managers so they can get their rears shined by CM lips, or for press events, but actually ride the rides, and see the issues themselves.
I could go on a very long time about these things. And, while they seem nitpicky (and some of them are)...every brush stroke contributes to a masterful painting. When certain strokes start to fade and chip, it effects the whole work.
