Some things HAVEN'T changed when it comes to customer service...

[dreamscometrue]

Such a great story! That's the kind of 'above and beyond' that typically sets Disney Parks apart.

The first time we ate breakfast at BOMA, I asked where the zebra domes were because I'd heard about them and wanted to try them. The very nice server (Chidan, who is now at the Poly I think) told us that they were a dinner item. Oh well, no worries. Very soon after, he returns with a chef who had made some and delivered them to me. He said that I shouldn't have to wait for my next BOMA visit to try them and spent 5 minutes talking to us about the food, asking about our vacation, etc. That made our day.

Overall, we've had much, much more positive than negative with CMs...like 100:1, good:bad ratio. Maybe part of it is our approaching them with a smile and "Hi, how are you?", instead of being raving, yelling lunatics like we see quite regularly. Seriously though, there are many more rude guests than CMs imho. Just because you've paid for a vacation, I don't believe that gives you the right to be a nasty human being to a complete stranger. Sorry, got off on a tangent.

 

[WDW1974]

OK, this ought to be fun ... especially after posting on a thread about a family who had their room broken into at CBR and a very callous response from Disney management that ruined their trip.

BUT ... a lot of what the OP wrote doesn't pass the sniff test.

I am NOT accusing that person of lying. But I am saying what happened is not SOP for Disney and that rules were definitely broken by the CM everyone is giving credit for doing the right thing.

You don't get $160 cash handed to you from a front desk clerk (at POP, no less) for a stroller that was damaged/destroyed by Mears. If it happened (and I'll go along with it), that CM likely is putting their job on the line. First, it was Mears responsibility. Second, they never open the draw and give cash to guests. That money needs to be accounted for. I've had issues at the actual POP and spent over an hour arguing with a manager at the front desk to get a $25 credit on my account.

What the CM should have done is take a report and then either given a credit to your room account (something they can do much more easily) OR (since Disney now sells strollers) simply walked you over to the gift shop and comped you one. That cash give back was a big no-no, whether it made you feel good or not. They certainly went above and beyond in guest recovery in this case, but they didn't act according to any policies I am aware of.

The second example was more of what I do expect from Disney. Those toys cost next to nothing and they can turn around and claim the package opened was incompete or damaged to begin with. Costs them nothing, but makes your child happy. That IS what is supposed to happen.

But it sounds like you lucked out with some extra special guest service.

 

[sillykid]

Great Stories.

 

[828tnt]

You don't get $160 cash handed to you from a front desk clerk

dunno about sop, but i did have $60 handed to me in august 2008 from a cast member at the front dest in okw. the me arrived and departed 8 minutes early without my son and i. the money way towards a cab ride, but it was freely given. (of course my name and info was exchanged...)

 

[kirstenoel]

The Snow White part of the story brought a tear to my eye - it's like something out of the old school WDW tv adverts. I haven't been to WDW since 2007 (very sad I know but England is a long way away!), however I have been to DLP recently and wow their cast members are GRUMPPPPY!

 

[DisneyJoe]

I had a 1 night stay at Pop refunded back to me for a luggage transfer issue, approx value $125; this was in May 2010.

 

[Main Street USA]

You don't get $160 cash handed to you from a front desk clerk (at POP, no less) for a stroller that was damaged/destroyed by Mears.

Yes, yes you do. I should know. It just happened to me. Of course I had to sign a report. If I gave every single, little detail the story would've been 6 paragraphs long and no one would've bothered to read it. I had to summarize.

I didn't watch him open a "drawer" per se, because I wasn't expecting money, but it absolutely came in cash form (3 $20 bills and 1 $100 bill to be exact) from his hand, right over the front desk counter, less than 5 minutes after I made the complaint.

You seem to be such a huge expert on everything, though, so it's entirely possible that what I personally experienced with all 5 of my senses didn't happen. I mean, being that you weren't there and didn't know any of the people involved, you would certainly know better than my family and I.

Next time I'll be sure to have the camera rolling...just for special people like you.

 

[DisneyRoxMySox]

You don't get $160 cash handed to you from a front desk clerk (at POP, no less) for a stroller that was damaged/destroyed by Mears. If it happened (and I'll go along with it), that CM likely is putting their job on the line. First, it was Mears responsibility. Second, they never open the draw and give cash to guests. That money needs to be accounted for. I've had issues at the actual POP and spent over an hour arguing with a manager at the front desk to get a $25 credit on my account.

If it was a manager that handed the OP $160, it's very well plausbile. They can do anything they feel within reason to make a guest recovery. It often comes in the form of a room credit, comp night, or even a new stroller. So yes, handing over $160 to a guest is rare. But it can't be done.

Also, if a manager wanted to, they could very well open a cashier's draw and take the money out and hand it to a guest. The money would be accounted for via a paid-out.

 

[fosse76]

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.

That's not accurate. As Mears is a Disney contractor, they are, in this sepcific case, part of Disney and therefore Disney is jointly liable.

I'm actually shocked they gave you cash. I would think they would have given you a credit instead. I have no doubt they trusted you based on the overheard conversation.

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.

That's pretty cool. I'm surprised they did that as well. I not surprised they didn't charge you, since they aren't individually priced there would be no way to assign a price value to it.

But this leads me to a question I asked previously: how much authority do front-line CMs have to make these kinds of decisions? I mean these aren't dropped sodas or food...this is cash and merchandise?

 

[DisneyRoxMySox]

But this leads me to a question I asked previously: how much authority do front-line CMs have to make these kinds of decisions? I mean these aren't dropped sodas or food...this is cash and merchandise?

In the resorts they CMs can usually recover a situation without manager approval up to $50. In the parks, I think it's a bit less, maybe $25. But as another post stated here, in the case where someone loses a sandal, it's going to be more than $25. Typically, management doesn't care as long as they find it within reason.

You tend to see CMs always get a manager just to cover themselves.

 

[WDW1974]

Yes, yes you do. I should know. It just happened to me. Of course I had to sign a report. If I gave every single, little detail the story would've been 6 paragraphs long and no one would've bothered to read it. I had to summarize.

I didn't watch him open a "drawer" per se, because I wasn't expecting money, but it absolutely came in cash form (3 $20 bills and 1 $100 bill to be exact) from his hand, right over the front desk counter, less than 5 minutes after I made the complaint.

You seem to be such a huge expert on everything, though, so it's entirely possible that what I personally experienced with all 5 of my senses didn't happen. I mean, being that you weren't there and didn't know any of the people involved, you would certainly know better than my family and I.

Next time I'll be sure to have the camera rolling...just for special people like you.

I just love the holiday Spirit in these parts. :xmas:

I specifically said I wasn't suggesting you were lying/making things up just that what happened to you is NOT SOP by Disney. This is the company that around 2006 stopped allowing servers to automatically take off a 20% DDE (now that ridiculously named Tables in Wonderland) discount without the top manager of the location approving it (and often delaying the time it takes you to be able to pay your tab and leave significantly) because they don't want to give anything back to the guests and are counting every penny.

So, YOU got very special service, but it certainly wasn't typical.

It isn't good business either when they could have given you a stroller themselves. I have to believe they have some deal with Mears where they pay Disney back for things such as yours.

Disney front desks do often give small amounts of cash to be used for cabs when their much ballyhood system of buses fails to get folks where they need to be.

But being that I'm such a special person, I don't take buses!

 

[WDW1974]

In the resorts they CMs can usually recover a situation without manager approval up to $50. In the parks, I think it's a bit less, maybe $25. But as another post stated here, in the case where someone loses a sandal, it's going to be more than $25. Typically, management doesn't care as long as they find it within reason.

You tend to see CMs always get a manager just to cover themselves.

I am sure if a manager feels a CM is providing too good guest recovery (i.e. giving things away be it cash, room credits or free items) they tend to be ... fired.

Disney is an extremely cheap company. Just go visit their outlet stores, property control or warehouses and see they don't throw anything out ... what other company empties out cookie tins when they've gone bad and then tries to sell the tins? Gotta be Mickey!:xmas:

I had a bad experience at Sanaa a while back where a guest of mine (my food was great as it always has been there) received NOT one, but two undercooked hamburgers (the first was pretty much raw and a health hazard). The entire check for the party of four should have been comped at that point as we all had cold food waiting and then finished at different times.
The area location manager himself served the second burger -- and when that one wasn't fully cooked, which he readily admitted, his guest recovery was offering my guest some free soup while he waited. Then he had the gall to ask whether he wanted a cup or a bowl because he really didn't want to give too much 'free' soup away.

I've really liked the location, but haven't been back since.

Anyway, the Disney of the 21st century just doesn't do what it should when it comes to guest recovery in many cases (yes, there will always be exceptions such as the OP, but one should not assume they are the rule!)

 

[Silver Figment]

This is how Disney customer service should be at all times, and often it is. Sometimes people slip through the cracks and are less than helpful but all in all Disney does a pretty good job with customer service. It's what sets them apart.

 

[Magenta Panther]

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!

Those two folks are Disney Heroes in my book. Bravo! :sohappy:

 

[Magenta Panther]

very cool. would love to work at WDW and make those same things happen.

Me too!

 

[Fievel]

I have a similar story from my last trip.

On our last day in Disney, one of our traditions is to hit the Bakery on Main St, and eat over by Casey's. My daughter, who is 6, wanted to come in the bakery so that she could pick out her breakfast while my wife, other daughter, and in-laws got a place picked out.

I got the breakfast, and had a full tray, including a coffee for myself. We left the bakery, and as I stepped off the curb to cross Main St, the coffee tipped over burning my hand. I yelled (as expected) because Disney makes their coffee very, VERY hot. I stopped at a garbage can on the other side of the street to get my hand away from the tray, as somehow I managed to not let it go immediately. My daughter was right on my heels, and was very scared that I was hurt and in very obvious pain. A cast member was there within about 10 seconds, and asked me if I was alone, to which I explained my situation. He helped me get my daughter to our tables by Casey's, as I carried the tray with my one good hand. When we got to the table, I noticed that the coffee wrecked nothing except me, so I told my family to start eating. The cast member then escorted me to first aid where I was treated with great care.

I returned to the table, where I had found that not only had my coffee been replaced, but all kinds of extra food had been brought to my family while they waited, including a GIANT cookie for my daughter who was still very scared that daddy had been hurt. The cookie was probably 12" in diameter...so it was a very kind guesture by the cast member.

Don't let a couple bad eggs spoil the bunch....Disney is still the best at what they do.

 

[blm07]

CMs are allowed to carry cell phones, they just aren't supposed to take them out, though the rules may be different for every area.

Even if it was a manager texting on stage, I still don't think it's right. There is always a place backstage nearby that they could walk to. Unless it's a question by a guest that they could get an answer to within seconds, there really isn't a reason to be on stage texting.

 

[Main Street USA]

That's not accurate. As Mears is a Disney contractor, they are, in this sepcific case, part of Disney and therefore Disney is jointly liable.

I'm actually shocked they gave you cash. I would think they would have given you a credit instead. I have no doubt they trusted you based on the overheard conversation.



That's pretty cool. I'm surprised they did that as well. I not surprised they didn't charge you, since they aren't individually priced there would be no way to assign a price value to it.

But this leads me to a question I asked previously: how much authority do front-line CMs have to make these kinds of decisions? I mean these aren't dropped sodas or food...this is cash and merchandise?

Yeah, I understand Mears is contracted, but they are a separate company, still. Matters such as this where Mears was the company that directly caused the damage would most certainly (I would guess anyway) be handled by them and not Disney when it comes to a decision like reimbursing me.

I, too, was shocked by the cash. He actually initially said he would credit my account for the amount of the stroller, but then he was handing me cash less than a minute later. I'm not sure why he chose to use cash instead. I wasn't about to argue.

 

[Mansion Butler]

Yeah that's really not allowed, CMs shouldn't have mobile phones on them at all while at work, it should be left in their bag.

That is incorrect. CMs may have mobile phones on their persons, but they must not be noticeable in any way -- sight or sound. They may pull them out and use them for emergency situations.

For a brief period of time, they were allowed to use them as time pieces, but that is not true anymore. Regardless, they are allowed to have them.

And if you expect them to leave it in their bags -- even when they are not required to -- you are seriously underestimating theft rates.

 

[Mansion Butler]

Even if it was a manager texting on stage, I still don't think it's right. There is always a place backstage nearby that they could walk to. Unless it's a question by a guest that they could get an answer to within seconds, there really isn't a reason to be on stage texting.

This is a misunderstanding of the situation. First off, there is not always a place back stage. Secondly, managers often have a reason and need to be at the on-stage place they are, and their texting is (usually) a work matter. Every single time they needed to give a report to the Duty Manager, or give a get information from another area, or send information to a co-worker, or whatever, you think they should find a place to go backstage, which in some places could take several minutes? Or should they just wait?

Going back stage before ever pulling out their Blackberrys to stay in touch with their areas and the park would be a horribly inconvenient time waster. Nevermind they're not necessarily texting if they have it out. Keeping plugged in is extremely important for their jobs.

They're not in costume, anyway, so I'm not sure what's being detracted from.