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 Indiana Jones Epic Stunt Spectacular! Often full, but do you remember the last time you needed a FASTPASS or else you didn't get in? This week the Next Gen FASTPASS system or xPass or FASTPASS+ is being tested at The Magic Kingdom. As I understand this system, this will grant users the privilege of being able to create their itinerary far in advance of their arrival to the parks. Imagine being able to make arrangements to go on all of Disney’s roller coasters in all of the parks in just one day, simply by planning out your FASTPASS itinerary? Disney’s banking on the fact that you would in some way pay for that privilege.
All this activity takes me back to when FASTPASS was first implemented in the parks. As a Disney Cast Member I was observing the implementation of this system. In its purest form, it wasn’t difficult seeing the advantage. Come by around 10:30 in the morning and pick up a FASTPASS to Kilimanjaro Safaris. Return a couple of hours later and bypass practically the entire line as you moved toward the front. Meanwhile, visit the Pangani Forest Exploration Trail, browse for gifts at Mombasa Marketplace and Ziwani Traders or grab a bite to eat at Kusafiri Coffee Shop. You were spared the pain of waiting, and in many instances, Disney benefited from additional per cap while you were waiting for the next attraction.
 One place where holding a FASTPASS is often appreciated. While confusing to many guests when first introduced, it quickly caught on. Paul Pressler, then heading the parks, thought to treat FASTPASS as if it were a new attraction in and of itself. It was marketed heavily as a “Disney Difference” for visiting the parks. To that end, executives wanted as many attractions as possible to carry FASTPASS in each park. That made sense with the Tower of Terror and with Splash Mountain. But it became a real stretch with attractions like Honey I Shrunk the Audience (HISTA) and It’s Tough to be a Bug. Even attractions like the Haunted Mansion which has a large Theoretical Hourly Ride Capacity (THRC) received FASTPASS machines.
In time, many of the FASTPASS units in attractions like HISTA became marginalized. First they lost Cast Members hosting those locations. Then they operated a more limited window during the day. Later they were draped and left there. In some cases, if you booked a FASTPASS for another attraction like The Many Adventures of Winnie the Pooh, they gave you a complimentary FASTPASS as well to Mickey’s PhilarMagic. Finally, as in the case of the Haunted Mansion, they were removed.
 Electrical stations still in place to allow the return of FASTPASS to the Haunted Mansion. Truth is, there wasn’t too great a consequence in putting these systems in place to begin with. Perhaps guests would use their FASTPASS to get into Honey I Shrunk the Audience, only to find out later they really didn’t need it. But after all, it was free. The worse thing was you couldn’t then get another FASTPASS until the time on your FASTPASS came up or after some two hours had passed (not likely with theatrical attractions).
But all that has changed. Now with the new NextGenFASTPASS, there is money riding on it. At least, that’s what is being supposed. I don’t know, and frankly doubt that that people will be running their Visa to pay for each FASTPASS entry. But I don’t think it will simply be positioned more as an “extra” benefit for staying on Disney property, just like Magical Express. There has been too much money put into this. It will more likely be treated as an income source or per cap, rather than as a liability on the spread sheet.
So to that end, it looks like Disney is ramping up the number of FASTPASS options. For example, The Seas with Nemo and Friends is adding FASTPASS machines. It’s expected that the new Little Mermaid attraction in Fantasyland will also have FASTPASS machines. And the thought is that the Haunted Mansion will re-install their FASTPASS machines they had earlier removed. But given their omnimover capacity, is FASTPASS really needed here? Yes there are large lines in front of some of those attractions at the height of the day. And there are really large lines during special holidays. But most of the time I never spend more than ten minutes waiting for any of those attractions. And The Little Mermaid FASTPASS equivalent at Disney California Adventure practically goes unused most of the time because the queue moves so quickly.
Even more curious is Dumbo the Flying Elephant. While Dumbo never had a “long line” per se, it always had a very slow moving line. For years it really needed something. But now the 9th Wonder of the World will now have two sets of flying pachyderms, an interactive queue, and FASTPASS. Plus it’s been moved to a location that is no longer in the center of the park and thus the traffic. How badly will you need a FASTPASS be when all of that becomes available? You certainly don’t need one that badly at The Magic Carpets of Aladdin. And it seems like the Astro Orbiter could use more attention for it’s slow moving queue.
 The banners have been painted over, but underneath you can see the imprint for FASTPASS at the new home for Dumbo's Flying Elephants. So what does all this mean when you are sitting in Topeka, Kansas trying to map out your next Walt Disney World vacation? It means buyer beware, because what you select may not be really worth the value. And frankly Disney is hoping you will be choosing attractions like Captain EO that really don’t require a FASTPASS most of the year as well as those that usually do. They’re hoping that among the choices you make in a FASTPASS you choose not just the mountains at the Magic Kingdom, but also Mickey’s PhilarMagic. And why? Because it allows greater capacity on NextGen. It also spreads the distribution of guests throughout the park. In fact, for those of you not taking advantage of this feature, it will create less competition waiting in line on those attractions that really do have long queues.
If you’re given four options for a FASTPASS at Epcot prior to setting out on vacation, what would you choose? Of course ‘Soarin. And probably Test Track, Mission: SPACE, and perhaps Maelstrom. But what if you don’t like closed spaces like in MIssion: SPACE? Imagine you have a child that’s under one of the heigh requirement for Test Track. Will choosing Spaceship Earth or Turtle Talk with Crush instead really be of similar value?
 Which would be more frustrating? To pay for a FASTPASS to Test Track only to see that the attraction is down? Or to pay for a FASTPASS to mission: SPACE only to see that the standby is just five minutes? My philosophy–and I think it was Walt’s–always be sure you offer something that has value. I appreciate Disney taking risks in managing the most frustrating customer service issue they face–long lines. And I understand that Disney is a company–it’s about making money at the end of the day. But I hope we don’t re-configure queues and add FASTPASS machines to justify a new revenue source that may not offer as much value as it is hyped. Just as we saw ten years ago, you can say the ride has FASTPASS, but it doesn’t mean it needs a FASTPASS. By and large, guests are smart–and they want value at the end of the day.
What do you think? How willing would you be to pay for this experience? Would you be as willing to pay for it in the off season as you would in the height of Spring Break? Would you get as much value from that option given your own circumstances or preferences? Let us know what you think.
It’s Everything Speaks Saturdays. When Walt Disney World opened in 1971, my father brought home from his office a copy of the Time Magazine article that chronicled the opening of the park. One of the great photos was of Disney Cast Members in various costumes aboard the horse-drawn trolley.
 The original caption read: "Mickey Mouse gives trolley ride to staffers in sampling of costumes" Of those costumes you can see, you can fairly well identify the themed land or attraction they belong to. After the driver with the trolley and Mickey, you see a young man from Liberty Square. Kneeling next to him is a girl from Fantasyland (though the hat throws me off). I assume the one above her is from Adventureland and next to her from the Polynesian Resort. But it could both be Adventureland. Clearly the girl with the signature cap was part of the monorail team, and next to her, a hostess from the Diamond Horseshoe. Down below is a young man from Refreshment Corner, and another one running the Grand Prix Raceway. The young man above the girl from the Diamond Horseshoe is with the Jungle Cruise. It’s difficult to see the entire Cast from there on out, but the one with the long blonde hair was working food and beverage at locations like the Tomorrowland Terrace. She is followed by a tour guide and a young man selling balloons.
As interesting as many of those costumes were back then, I think they are better today. In particular, the fabrics are much more breathable and easy to wear than they were years ago. My former Disney colleagues remember years of hot polyester in the sun and of coon skin caps that stunk. Today they are available in a bigger range of sizes, including variations for those who are expecting–something which resulted in losing a job if you didn’t fit.
 In the new Storybook Circus Land, everyone is dressed as fine as the Ringmaster. It is striking how much costumes add to the experience of the parks. We take this little thing for granted. Most don’t know that there is an entire plant dedicated just to keeping those costumes clean.Thousands of costumes prepared daily, and enough on hand that a Cast Member can take an entire week’s wardrobe home and change into them before leaving for work.
It’s a big operation for a little detail that adds to the park experience. But Everything Speaks, and what your employee wears is as important as anything. You may not need your employees wearing polo caps or ringmaster outfits, but ask yourself, “What message or story is their attire sending about our organization?”
 As you approach Disney's Aulani Resort. When you visit Aulani, you enter through an open lobby. Stepping inside there are two forces vying for your attention. The first is the view beautifully landscaped grounds with its volcano and the ocean beyond the lobby porch. Restraining you from moving toward this point is a striking 360 degree mural done by Martin Charlot. His father, Jean Charlot had lectured to Disney artists many years prior.
There were requirements made on this mural. One was that while Charlot wanted the whole mural to be about Hawai before Captain Cook discovered the islands. Joe Rhode was fine with the idea that the mural facing toward the mountains be about that time frame. But he also required that the side of the mural leaning toward the ocean be about modern Hawaii.
 This section of the mural, wrapping around the lobby, showcases the heritage of Hawaii. The second requirement was that he get it done in time. As he talks about it on his site:
“There was though another very real pressure that ruled my artistic output and that was time. I had miniature canvases that I had made on which I was going to design the mural composition. When I had all 24 full size canvas panels stretched and delivered to my apartment/studio I felt a click go off in my brain. It was like a Stop Watch clicking telling me there was no time left to make sketches of the mural composition. That brain clock was right on as I finished the mural, after two years of work, one week before it had to be sent to Hawaii to be installed. Meeting the deadline meant painting every day from morning to night, no time to sketch, no time to doodle, just paint and paint again.”
 This section of the mural, facing the ocean, celebrates Hawaii today. You would think that such deadlines would stifle an artist. But listen to what Charlot goes on to say:
“Every day was an artists dream–do my thing, painting, over and over again. That meant trusting my instinct, running on automatic every day. I loved it.”
Very few people think of a time limitation actually being a stimulus toward creativity, much less toward loving one’s work. Usually we walk away after a deadline hating the thing all the more because we had to rush to get it done. But in this case Martin Charlot drew on not only his skills, but his passion in creating what is truly an amazing piece of art. You will be stunned when you visit Aulani, for it is truly a beautiful work.
For those of us who use pens and laptops instead of paints and brushes, think about your upcoming deadline and how you can draw your own passion and strengths in meeting the time frame. Does time limit your creativity, or can it free you up to focus fully and solely on your passion? Don’t count how much time you have left. Make every moment you have left count!
 Each culture sees time differently. But each culture cherishes that time.
Just came back from a wonderful week of being in Hawaii for my son’s graduation. This was my first trip to Hawaii and it was wonderful in every way. While there I took some time to stay at Disney’s newest resort, Aulani. “Spectacular” is a word I use only sparingly, and it belongs fittingly here. I will want to refer to this amazing place many more times in the months to come. Let me just say that if you love Disney, or if you love Hawaii, you must visit this place.
It also has inspired me to do a new series called Everything Speaks Saturdays. The term “everything speaks” is a phrase we used at Disney to suggest that every little detail matters to the entire Guest experience. It is best illustrated by this quote from head imagineer, John Hench:
“What’s our success formula? It’s attention to infinite detail, the little things, the minor, picky points that others just don’t want to take the time, money, or effort to do. As far as our Disney organization is concerned, it’s the only way we’ve every done it….it’s been our success formula….We’ll probably be explaining this to outsiders at the end of our next two decades in business.”
Two decades later we have Disney’s Aulani, and it abides by everything John Hench and Walt Disney would want employed in terms of paying attention to the details. And those details start the minute you arrive. As you step into Aulani, you will see on the left side a series of pedestals that compliment the rock/water garden.
Look closely at each of those pedestals and you see that the different bases of the moon are represented in each pedestal. In fact the lunar phase represented on that first pedestal you see is titled Hilo, which means navigator, and was the first moon for all the moons to follow. For Hawaiians, the moon is more than a romantic symbol. It was critical to navigation, something Hawaiians were expert with. This phase of the moon also meant it was a good time for deep sea fishing but bad for reef fishing and gathering of any below ground roots or vegetables.
Each phase of the moon represents a time table to Hawaiians. It suggested best times for work, planting, fishing–even getting married. But don’t worry. No matter what position the moon is in, it’s a great time to visit Disney’s Aulani. I assure you this spectacular place is enjoyed under any moon.
We’ll look at more details that compliment the guest experience in the weeks and months to come. So join us on Everything Speaks Saturdays to see the many infinite details of Disney.
Have you been to Disney’s Typhoon Lagoon at opening? Have you or your family ever been selected as the Big Kahuna? That honor belongs to a specially selected family selected from the crowd who at rope drop becomes honored with a special location on the beach. With those chairs, comes free rental towels, the legendary “sand pail” a bucket filled with ice cream and toppings, and the Big Kahuna medallion!
If you’ve received that honor in the past, then you may have known Ted Anderson, who served as the greeter not only at Disney’s Typhoon Lagoon, but also at the Contemporary Hotel Marina, where he often made Mickey ears in the sand. Not only did Ted take care of his guests with extraordinary service, he also entertained guests by showcasing his terrific Yo-Yo skills. According to his daughter Kandi, it was difficult to know whether the guests enjoyed it more, or his dad.
 Ted Anderson visiting Epcot Ted celebrates his 90th birthday this week. To this day he receives holiday and birthday greetings from guests who he touched during his days at Walt Disney World. Ted spent 25 years as a host at the Walt Disney World Resort. He now resides in Wisconsin with his wife Grace, who together have been married 63 years.
 Ted and his wife, Grace at the Magic Kingdom Do you have a photo or memory of being with Ted? Send a “Big Kahuna” happy birthday to him by sharing your memories here, or sending us an e-mail photo of your visit with Ted. Meanwhile, happy birthday Ted! And thanks for your quarter century of service at the Walt Disney World Resort
One of the traditions at the Disney parks is that of utilizing office and “heart of the house” Cast Members out in the parks during peak holiday seasons. It’s called Cross-U (for Utilization), and it offers many advantages:
1. It supports the “heavy lifting” front line Cast Members must carry when there are throngs of Guests out in the parks.
2. It gives those who don’t work with the Guests an opportunity to better appreciate what front line Cast Members have to do.
3. It saves the company money on the bottom line but not having to employ so many seasonal workers.
4. Most importantly, it helps support the Guest experience by having more Cast Members available to help answer questions and direct the experience of the Guests.
Some office Cast Members resent having to do Cross-U, arguing that they have “other deadlines” that they have to attend to. Some see it as “beneath them”. For me it was fantastic. Some of my greatest memories were working counter service areas or helping out with the parade. In fact, look here at an old MousePlanet article for a great experience I had working the Liberty Square Bridge.
The message is worthy of any organization. how can you cross utilize your folks. Do some have an attitude that “its not my job”? How do you ultimately get people focused on doing what really matters, and not doing just what their job description provides.
And are you a Disney Cast Member working Cross-U this Spring? Tell us what your experience was.
Our next program is coming right around the corner, but there’s still time to sign up!
Perfecting the Customer Experience is a unique, three-day benchmarking program. It demonstrates the service standard to which all consumer-facing businesses should aspire, and delivers:
- Solid ideas for improving customer service and creating loyal customers
- Proven examples from Disney and other world-class organizations
- Applications for transferring what you learn directly to your business
- Opportunities to benchmark best practices with your fellow participants
This intense, small group experience will help you see the business behind the excitement of Disney. Although you will be among thousands of people, we will help you observe significant things that others do not see. You will interact constantly with facilitators and your fellow participants, and have time to discuss your specific issues.
 Be advised: Although you will no doubt have fun, this is immersive, hands-on work. Your senses will be bombarded with things to notice and lessons to learn, as you see real-life best practices at Disneyland Park, Disney California Adventure Park and the Downtown Disney District. And because the most effective way to learn is through personal experience, these lessons will stay with you for a long time. Your hosts are Jeff Kober and Ted Topping. Jeff views business form a Disney background. Ted Topping views Disney from a business background. Together they will help you experience both from the crucial perspective of a customer.
If you love all things Disney, and are looking for a great business program to attend, this is it! Call us today at 407-973-3219 or contact us here. Join us for this unforgettable experience!
There has been lots of conjecture as to why there is no Sorcerers of the Magic Kingdom in Tomorrowland. Some have thought that perhaps the reason there was no Sorcerers in Tomorrowland was that perhaps Tomorrowland was going to be going through some major renovation. My sources say that simply isn’t so. Truth is, they have planned on a Tomorrowland version of Sorcerers. They know where everything is going, and they’ve mapped out what that looks like. But with changes in time frames and budgets they opted not to implement the game in that area of the park. That’s largely because of all of the sections of the park, the game seems more “out of place” than it did elsewhere. But that only resulted in it being omitted this time around. If this gaming experience continues to show its popularity, it will go in at some point in the future.
The same is true of the new Fantasyland Forest. There is an edition of the game that could be eventually played out there. But that is a while to come. First you have to get the entire area up and running. And with expected crowds to be very strong in this part of the park, operations will be hesitant to have additional crowds playing that game adding to the numbers on that end of the park. Will it happen? Possibly. But not too soon.
Other things to know about the interactive games Disney is creating:
1. Most know that Phineas and Ferb are replacing Kim Possible at Epcot. Work on that should get underway in about two months with the changes being made some four months after that. There will be changes made to some of the props used in that game–largely because they are tied directly to the Kim Possible theme. But the phones will remain because the experience is sponsored by Verizon.
2. After Phineas and Ferb are doing their thing, expect attention to go to Disney’s Animal Kingdom Resort where Russell and Dug from Up will be part of the interactive game there. There is no time frame yet announced. But it is in the works and some have seen beta testing of this going on at the park.
3. Expect to see some tweaks to the device used on the Menehune Adventure Trail at Disney’s Aulani resort. These tweaks are intended to improve the quality of the experience.
4. Did you know that Woody almost didn’t make it to the Sorcerers card set? The original card had Woody in the foreground with Slinky Dog in the background. Disney lawyers saw it and said they couldn’t use the card because Slinky Dog requires approval and/or royalty from Hasbro, which they didn’t have.
5. Don’t have a particular card for Sorcerers? Would you like to see how the card plays out, even though you don’t have it in your possession? No worry. Go to a site like Destinationvinylamation.com and download a card from their pile. Shown on your Smartphone, the technology will read the image just like you were holding the actual card. By the way, that same site will show you the original Woody with Slinky Dog on the image. It’s why they have two Woody cards shown on that site.
6. Expansion packets for Sorcerers are on their way–for a price of course. These will be water proofed, plasticized cards.
Finally…while this doesn’t have anything to do with interactive games per se, some have wondered what is going on with the Test Track renovation. Yes! It’s going to happen. But there’s been some question as to whether the time frame allotted for making the changes was sufficient. Imagineering feels they need more time to complete the overhaul. Therefore, they are re-looking at the time frame for doing the work needed.
Where yesterday focused on the positive press with the new Storybook Circus, this article notes what can come of negative press when you don’t have your act in gear. Take a look here. It’s a plot that now involves, Tom Staggs, the National Association to Advance Fat Acceptance, and Churro T-Shirts!
 The Great Goofini is not the only thing that's great about Storybook Circus. The circus has come to town!
Actually, much of the circus has yet to arrive, and even then it’s really heading to the Magic Kingdom, not your home town. But the sneak peek of what is yet to come has created huge positive press, and now families are beginning to plan their upcoming vacation around the new Fantasyland that is soon opening. Click here to look at the details that have created so much positive press.
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