News Walt Disney World to eliminate self-service paper straws and plastic lids

[flynnibus]

I don't buy that Universal is leaving money on the table by doing it. The soda basically costs nothing. How many people are buying multiple drinks a day? You do it one flat price and you've got profit where there was none before because people won't use it as much as they thought or you got people who weren't going to buy drinks at all now buying refillable mugs.

Refillable mugs are basically like season passes for regional parks. They are priced on an upsell model... price something about 2x-3x the single cost where someone is likely to buy 1... maybe 2 of them... encouraging savings to get them to spend 2x-3x.

It's an upsell model by offering discounts and you aim to get ahead by upselling more people than people who were already buying that much a la carte.

Disney's market is a bit different because Disney sells so many sit down meals. Obviously there still are huge numbers of QS meals, but it does split up Disney's demo.

 

[WorldExplorer]

If we're talking environment and food service, why haven't they implemented Restaurant-o-saurus' compostable items everywhere? You'd think they would at least spread to the rest of Animal Kingdom, or maybe one spot per park if there's only so much they can use?

I've been genuinely curious about that for a while.

 

[flynnibus]

How difficult would it be to post a sign ---LIDS and STRAWS Provided on Request. Problem solved

"Housekeeping provided on Request"
"Staff will never offer help -- only if you ask"
"Customer satisfaction is your job too - please be sure to ask for it"

Yes.... I mean why on earth does any hospitality school teach the importance of proactive response and customer satisfaction when you could just tell your guests it's their job to ask for everything?

 

[JMcMahonEsq]

"Housekeeping provided on Request"
"Staff will never offer help -- only if you ask"
"Customer satisfaction is your job too - please be sure to ask for it"

Yes.... I mean why on earth does any hospitality school teach the importance of proactive response and customer satisfaction when you could just tell your guests it's their job to ask for everything?

Because from a resource use/Environmental standpoint, providing services on request will inevitably lead to less waste, and less consumption.

Am I saying that's the sole reason companies, including Disney, are moving to that type of model, of course not. With financial savings that accompany such a model that is likely to the main reason to make the transition. But there is no way to ignore that there is a corresponding environment benefit, even if that isn't the motivation.

 

[Disstevefan1]

For all folks who are actually in the parks please report back that when you are picking up your mobile order can you simply ask for lids and straws and do you get them - thanks!

 

[wdwmagic]

For all folks who are actually in the parks please report back that when you are picking up your mobile order can you simply ask for lids and straws and do you get them - thanks!

Yes

 

[flynnibus]

Because from a resource use/Environmental standpoint, providing services on request will inevitably lead to less waste, and less consumption.

The justification here being discussed isn't if environmentalism is needed. It's the point that "whats the big deal, you can just ask" -- and pointing out that shifting burden is not a completely neutral concept in hospitality... and actually the opposite is one of the ideals of good customer service.

As already discussed - if reducing waste is the goal, there are other options that can better balance that need without just saying "you are the magic" when it comes to customer service.

 

[JMcMahonEsq]

The justification here being discussed isn't if environmentalism is needed. It's the point that "whats the big deal, you can just ask" -- and pointing out that shifting burden is not a completely neutral concept in hospitality... and actually the opposite is one of the ideals of good customer service.

As already discussed - if reducing waste is the goal, there are other options that can better balance that need without just saying "you are the magic" when it comes to customer service.

Trends change all the time. As I pointed out earlier, the standard in the Greater Tri-State area is moving towards requesting straws, disposable utensils, single serve condiments.

Good, or even great customer service doesn't mean just throwing things at everyone, if they ask for it or not. Its providing what a guest wants. When I want a burger, good customer service isn't the restaurant just guessing what I want on it, or just loading it up with the works just to make sure they give me anything i could want. Ts delivery the meal I order, and getting it right when I ask for pepper jack cheese and ketchup, as opposed to American and mustard. There is no negative connotation to having a guest/customer request what they want, and then providing it.

In this particular case, there is absolutely nothing to balance. Having the customer simply ask for a straw, when they ask for their drink costs nothing from a customer/service perspective, and it saves resources. That's the whole point behind reducing waste, its providing whats wanted/asked for, and not wasting services/materials.

 

[Tha Realest]

The justification here being discussed isn't if environmentalism is needed. It's the point that "whats the big deal, you can just ask" -- and pointing out that shifting burden is not a completely neutral concept in hospitality... and actually the opposite is one of the ideals of good customer service.

As already discussed - if reducing waste is the goal, there are other options that can better balance that need without just saying "you are the magic" when it comes to customer service.

It’s increasingly clear if there’s ever any tension between customer ease and satisfaction vs fractionally small profit margin, the $$$ wins every time.

 

[Disstevefan1]

Yes

There is no issue then. Problem solved. We can close this thread.

 

[lazyboy97o]

How difficult would it be to post a sign ---LIDS and STRAWS Provided on Request. Problem solved

When I was eating at Art of Animation earlier this summer they did have that sign but it told you to go to the registers, where you were then told you actually have to go to Mobile Order Pick-Up who would tell you they only have straws and no lids.

 

[GhostHost1000]

Funny how a small change triggers people. Want a straw, ask for a straw. It‘s really as simple as that.

it’s the trends that are the problem.

 

[Andrew C]

There is no issue then. Problem solved. We can close this thread.

CMs should offer at the very least...as someone else mentioned, proactive hospitality...

When I am juggling two trays of food, trying not to spill anything, thinking about if I am going to be able to find seating and looking to make sure my kids are still with me....I am bound to forget something. One of the many reasons for CMs being proactive rather than reactive.

 

[Disstevefan1]

When I was eating at Art of Animation earlier this summer they did have that sign but it told you to go to the registers, where you were then told you actually have to go to Mobile Order Pick-Up who would tell you they only have straws and no lids.

I spoke too soon. This thread C O N T I N U E S . . .

 

[DisneyFanatic12]

From some CMs, it seems like there was a brief discussion on switching to “coffee lids” for all cups, since those use roughly the same amount of plastic as a straw lid, but those are too expensive to justify. Interestingly, you used to be able to ask for a “coffee lid” and they’d give you one. Now they can no longer give you one without the purchase of a coffee because they are “too expensive”.

 

[Marionnette]

A simple solution would be for the CM to ask the guest "Do you need any lids, straws or utensils?" when the guest picks up their food. Make it standard SOP and anyone who chooses to go the eco route can say "No, Thank You." Why is it necessary for the guest to ask for those things when even McDonald's will put a lid on my soda and toss a straw in the bag when I go through the drive thru?

 

[Disstevefan1]

CMs should offer at the very least...as someone else mentioned, proactive hospitality...

When I am juggling two trays of food, trying not to spill anything, thinking about if I am going to be able to find seating and looking to make sure my kids are still with me....I am bound to forget something. One of the many reasons for CMs being proactive rather than reactive.

Agreed. CMs were also conditioned to think the lids and straws were at the stations in the dining areas, they gotta re train them.

Since its been a while for me, do they still have self serve condiments or is that gone in order to save the earth too?

 

[Tha Realest]

Agreed. CMs were also conditioned to think the lids and straws were at the stations in the dining areas, they gotta re train them.

Since its been a while for me, do they still have self serve condiments or is that gone in order to save the earth too?

What’s the carbon footprint on all those guests who travel via airplane and car from states and countries afar?

 

[wserratore1963]

phade® PHA Straws - Phade Products

phade® straws and stirrers act and feel like regular old plastic. The catch? They’re made with eco-friendly materials, which means they’re 100% marine and soil biodegradable. In other words, there’s never been a better way to suck.

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These work great and they are sustainable.

 

[flynnibus]

Good, or even great customer service doesn't mean just throwing things at everyone, if they ask for it or not. Its providing what a guest wants.

Imagine a business where..

Being recognized you are in need and an employee offering to help? NO - you must ask
Cleaning up a spill? NO - you must ask
Being told where your hotel room is? NO - you are just shooed away unless you ask
Your waiter doesn't fill drinks or take plates away... unless you flag them down and ask

No customer service isn't just 'throwing things at everyone' - but good customer service is proactive, recognizes customer needs, and even tries to recognize customer needs and address it before the guest is even burdened.

So yes - good customer service is supposed to be AHEAD of the customer.. and not require the customer initiate a request for everything. These are basic hospitality concepts. Simply saying "put up a sign and make it on-demand" is a fundamental challenge to customer service principles. And you assess how frequent the need is, how common, who may need it, and how to HELP the customer and improve their experience. Not just "ahh.. they can ask"

When I want a burger, good customer service isn't the restaurant just guessing what I want on it, or just loading it up with the works just to make sure they give me anything i could want

False equivalency - your example is literally asking to change your --product-- to --INDIVIDUAL tastes--. A more equivalent example would be going to the drive through for your burger... and them not giving you any napkins, unless you ask for them.

Or giving your a drink in a moving car without a lid.. unless you ask for it. Or handing you 4 drinks without a carrier.. without asking you. Or giving you children sized drinks without lids.. even knowing that kids are messy.

It's freaking sad that we are basically having to outline how McDonalds... a company that charges 1/2 to to 1/3 of the price of Disney... has no reputation of 'premium customer service'... is better at addressing obvious customer needs without requiring every customer to explicitly ask for help.

In this particular case, there is absolutely nothing to balance. Having the customer simply ask for a straw, when they ask for their drink costs nothing from a customer/service perspective, and it saves resources. That's the whole point behind reducing waste, its providing whats wanted/asked for, and not wasting services/materials.

It does cost in customer service. It's been outlined multiple times. The challenges with interacting with employees have been highlighted. The examples of when something is OPTIONAL vs required how they can readily operate without any stock... effectively eliminating the service.

If they are concerned about reduce trash - then don't use disposable cups.