Disneyland Paris’ news magazine posted an article focusing on new maintenance projects that have been established to improve the guest experience.
My understanding from my inside sources is that Bob Chapek, chairman of Disney of Disney Parks and Resorts, has personally emphasized this initiative. Everyone has known that Disneyland Paris suffers from ongoing maintenance issues. Finally, someone at the top of the pyramid has said “enough”, and has insisted that changes be made. Dick Nunis for years emphasized that one of the key things guests would remark about was how clean the parks were. While Disneyland Paris was never filthy or dirty, it simply was not near the par that you would find in American parks. By the way, the American parks are not near the par that you find in Tokyo Disney parks.
At Disneyland Paris, one of those programs under this initiative is called “Brush and Roll”. Recognizing that there are some areas that are “high touch” with the guests–areas that are constantly being in physical contact with the guests–management has established a core team that can get in quickly and fix those nicks and scrapes quickly, without having to wait for a longer ongoing maintenance processes to care for it.
Do you have a “Brush and Roll” team? Do you have a core group that can get in there and resolve immediate customer service issues as they come up, rather than letting them fester? How do you get in there and take care of the most immediate, most urgent needs?