I see a lot of complaining about how WDW has gone downhill, etc....and in some areas I agree, but I was floored by amazing customer service on two separate occasions on my trip a few days ago.
First, my wife and I took our new stroller down with us. We used Magical Express, and when we got to our hotel, the driver handed us the stroller, I opened it, and it was completely broken in half up by the handle. I guess he tried to cram it in to the luggage compartment or smashed it in the wrong way. Anyway, I told him the stroller was now broken, and he said "I don't know nothin' about that!" He then hurried back onto the motor coach and wouldn't even look in my direction. The greeter out in front heard our conversation and told me to file a complaint at the front desk. I told the front desk what happened and the manager asked the coach number and how much we paid for the stroller. Coach number was 3108, and the stroller was about $160. He reached into the drawer and pulled out $160 cash and handed it to us. No joke. He then brought out a huge roll of duct tape for a temporary fix of the stroller so we could still use it for the few days we were there.
So, #1, they trusted me. #2, they handed me cash for something that was, first and foremost, a Mears problem, not a Disney problem. They could have very easily given me the Mears # to complain to them. #3, they used as little of my time a possible and took all the burden upon themselves to address the problem with Mears.
Second story...We bought my daughter the little, plastic princess set of 6 princesses. They're like little squeezable bath toys, $19 or so. Well, we lost the Snow White out of the set somewhere along the way, and my daughter (almost 2 yrs old) was constantly asking where Snow White went. So, my wife went into the store at POP and asked if there was a way to just buy the Snow White, knowing full well the answer would likely be no. To our surprise, the lady walked over to the shelf, grabbed another set, ripped it open, pulled out the Snow White and handed it to our daughter. No questions asked. Again, we couldn't believe it. We offered to pay for it, but she wouldn't let us.
So, again #1, they trusted us. #2, they handed us something for free when it was OUR fault we lost the toy, not theirs.
I had heard stories of these type of things happening back in the day, but it's seems to be rare in the present. These are the little things that set companies of this size apart, and what has helped make WDW a place in which people want to return. It helps people feel cared for, wanted, and appreciated.
Just thought I'd share!
First, my wife and I took our new stroller down with us. We used Magical Express, and when we got to our hotel, the driver handed us the stroller, I opened it, and it was completely broken in half up by the handle. I guess he tried to cram it in to the luggage compartment or smashed it in the wrong way. Anyway, I told him the stroller was now broken, and he said "I don't know nothin' about that!" He then hurried back onto the motor coach and wouldn't even look in my direction. The greeter out in front heard our conversation and told me to file a complaint at the front desk. I told the front desk what happened and the manager asked the coach number and how much we paid for the stroller. Coach number was 3108, and the stroller was about $160. He reached into the drawer and pulled out $160 cash and handed it to us. No joke. He then brought out a huge roll of duct tape for a temporary fix of the stroller so we could still use it for the few days we were there.
So, #1, they trusted me. #2, they handed me cash for something that was, first and foremost, a Mears problem, not a Disney problem. They could have very easily given me the Mears # to complain to them. #3, they used as little of my time a possible and took all the burden upon themselves to address the problem with Mears.
Second story...We bought my daughter the little, plastic princess set of 6 princesses. They're like little squeezable bath toys, $19 or so. Well, we lost the Snow White out of the set somewhere along the way, and my daughter (almost 2 yrs old) was constantly asking where Snow White went. So, my wife went into the store at POP and asked if there was a way to just buy the Snow White, knowing full well the answer would likely be no. To our surprise, the lady walked over to the shelf, grabbed another set, ripped it open, pulled out the Snow White and handed it to our daughter. No questions asked. Again, we couldn't believe it. We offered to pay for it, but she wouldn't let us.
So, again #1, they trusted us. #2, they handed us something for free when it was OUR fault we lost the toy, not theirs.
I had heard stories of these type of things happening back in the day, but it's seems to be rare in the present. These are the little things that set companies of this size apart, and what has helped make WDW a place in which people want to return. It helps people feel cared for, wanted, and appreciated.
Just thought I'd share!
