A Disney Frozen One-Two Punch to Diagon Alley

 

It’s the summer of 2014. The theme park aficionados have  been waiting for.

Diagon Alley promises to attend to details in a way that only Disney has consistently delivered in the past.

Diagon Alley promises to attend to details in a way that only Disney has consistently delivered in the past.

This morning Universal Studios Florida will formally open their new Harry Potter experience for all its guests. Based on the advanced press coverage, there’s little doubt that Diagon Alley  won’t be a home run for Universal Studios Florida. That’s good news as that park’s attendance last year was barely over the 7,000,000 number, with Islands of Adventure being about a million more than that. This addition should help the park see some some solid increases.

There’s been no shortage of comparisons among bloggers about how Diagon Alley will more than trump whatever was created by the new Fantasyland at the Magic Kingdom. Since the first parts of Storybook Circus emerged, Disney has spent nearly two years uncovering all of the elements of the Fantasyland expansion. That has netted them nearly an additional two million guests increase in attendance, and now puts Magic Kingdom as the most visited theme park in the world with an estimated 18,588,000 having passed through their gates–some eleven million more than came through the Universal Studios park. Yes, Diagon Alley will do very well, but the Disney parks in Florida are still king.

More interesting this last week is what’s going on at Disney’s Hollywood Studios. Their attendance was just over 10 million last year–not nearly what Magic Kingdom does, but significantly higher than Universal’s parks. Still, attendance during the summer is generally slow. Typically they bring out some little promotion. This year it began as Rock Your Summer Side. Disney mentioned it on their own blog on June 20th: “Mickey and the gang will be dressed for fun in the sun, ready to rock their summer side, too! Nearby you’ll even find a giant postcard set up to mark the occasion. It’ll be a great spot to snap a selfie and share the fun with all your friends and family.”  I never saw any costuming changes for Mickey and the gang, nor did I notice a postcard. In the wake of Star Wars Weekends, it looked like a quiet–if not dead–summer for the park.

The park on July 2nd, with a tepid crowd in front of the stage during the DJ hours. Photo by J. Jeff Kober.

The park on July 2nd, with a tepid crowd in front of the stage during the DJ/Rock Band hours. Photo by J. Jeff Kober.

Then low and behold, six days later Disney announced on a dime that Frozen Summer Fun LIVE! would be coming to Disney’s Hollywood Studios. Where some four comments had attended Disney’s Rock Your Summer Side blog entry, there were now over 130 comments for the new Frozen event. Suddenly there were promotional materials all over the resort. There were even billboards all around Orlando, and banners up and down the parking lot of the Studios. This event has truly come out of nowhere. Finally Disney marketing was able to keep something under wraps until they wanted to promote it, as there were no real leaks about this earlier.

So turn-around was this event, that the sand sculpture out front hadn't been completed. Remember, that only the night previous, the park was celebrating the Fourth of July. Photo by J. Jeff Kober.

So turn-around was opening day for this event, that the sand sculpture out front hadn’t been completed. Remember, that only the night previous, the park was celebrating the Fourth of July. Photo by J. Jeff Kober.

I was there on the first day and was blown away by how many people had shown up. I headed over to Studio 1 where at Wandering Oaken’s Trading Post & Frozen Funland, guests could pay an additional $10 a piece to go ice skating. The lines were no different than when they were lined up here for Darth Maul only a few weeks ago. Only they were paying this time to get in, and the length of time to get in was completely uncertain, as Disney didn’t have any real experience moving people through and ice skating experience.

It looked no different in terms of the number of people waiting when it was Star Wars Weekends. Photo by J. Jeff Kober.

It looked no different in terms of the number of people waiting when it was Star Wars Weekends. Photo by J. Jeff Kober.

Where Disney really didn’t have their game face on in having sufficient merchandise when the movie Frozen came out, they are now ready. Merchandise is everywhere and guests were buying it up by the bagful. Similarly, there is plenty of delicious Frozen treats to eat, as well as a VIP package that included dessert parties and RSVP seatings. From a per cap point-of-view, this was every bit a winner as any wand you would buy at Olivanders.

Definitely the hype of the entire event was on the scale of Star Wars Weekends–only this wasn’t a weekend event. This is going on every day through the first of September. As I stepped through the park I realized that this was no lame event. Disney had quietly created a one-two punch. Where most figured the completion of Fantasyland Forest and the premiere of the Seven Dwarfs Mine Train would be Disney’s answer to competing with Universal this summer, suddenly–and only a few days before Universal premiered Diagon Alley–Frozen suddenly shows up out of no where.

I took my place near the audio tent by the stage and awaited the arrival of Anna and Elsa. Looking around it occurred to me that Disney’s brass had shown up for this event. Everyone from the head of Walt Disney World, George Kalogridis and on down were in attendance. You could see the thrill (or was it surprise) on their faces seeing the size of the crowd that were in attendance.

George Kalogridis in the blue suit talking to others Cast Members before Anna and Elsa's welcome. Photo by J. Jeff Kober.

George Kalogridis in the blue suit talking to others Cast Members before Anna and Elsa’s welcome. Photo by J. Jeff Kober.

And they made no token visit. I found them returning to the first showing of the For the First Time in Forever: A “Frozen” Sing-Along Celebration. While created on a Judy Garland/Mickey Rooney “Let’s Put on a Show” time frame, they created a fun event that frankly rivals the Beauty and the Beast show down the street in terms of pure enjoyment.

Simply put, this show is both joyous and down-right funny. Parents will love it as much as the kids. And that's what Disney wants. Photo by J. Jeff Kober.

Simply put, this show is both joyous and down-right funny. Parents will love it as much as the kids. And that’s what Disney wants. Photo by J. Jeff Kober.

As I heard the voices singing along to the song, I realized that Disney had successfully targeted an audience that Universal wasn’t going to get through their turnstiles. The children sitting there in the audience probably haven’t seen Harry Potter in the movie theater–they’re simply too young to have attended. But here they are in mass numbers knowing every word to the songs of Frozen.

The targeted customer here sits on the shoulders of those who make the ultimate choice of where to go while on vacation. They are not really the same demographic as those visiting Harry Potter. Photo by J. Jeff Kober.

The targeted customer here sits on the shoulders of those who make the ultimate choice of where to go while on vacation. They are not really the same demographic as those visiting Harry Potter. Photo by J. Jeff Kober.

Don’t mistake me–this isn’t going to shorten the crowds at Universal one bit. And maybe this isn’t quite a one-two punch. Perhaps it’s more like a snowball being thrown at Universal. But Disney has a huge hit on their hands that’s going to heat up the attendance at Disney’s Hollywood Studios. And what is most amazing–the cost of doing this event is a bare fraction of what it cost to put together Diagon Alley. Disney may not only gain in attendance, it may gain a new annual event, similar to Star Wars Weekends or the Food & Wine Festival at Epcot.

Guests now have real choices as to where they would like to go this summer. Clearly, the theme park wars are very much alive.

 

Soarin’ and Toy Story Midway Mania Slated For Changes

 

What do you do with decreasing the wait times for your two most popular attractions at Walt Disney World? Guests know not only how quickly FastPass+ options run out for Soarin’ and Toy Story Midway Mania, but that waiting in the standby line can be grueling with waits on any day usually passing the 60 minute mark. It’s a leading reason why there is a two-tier system for FastPasses at those two parks. At Epcot, you’re stuck with deeding between Soarin’ and Test Track. At Disney’s Hollywood Studios, the same thing occurs with respect to Toy Story Midway Mania and Rock ‘n’ Roller Coaster Starring Aerosmith.

Soon a new "gate" will be available for guests boarding Soarin'.

Soon a new “gate” will be available for guests boarding Soarin’.

Well, according to my sources, much of the challenges relative to waiting in long queues will partly be relieved as Epcot’s Soarin’ has commenced work on a third theater behind The Land. Already, a number of trailers have been removed from behind that area to allow for the building of an additional theater/projection system. Currently there are two theaters already when the entire attraction is up and running. With the new movie being added where guests will be Soarin’ around the world instead of just California, it’s considered that this will help relieve some of the additional demand for experiencing the attraction.

Long lines are a big part of the wait at Toy Story Midway Mania. Photo by J. Jeff Kober.

Long lines are a big part of the wait at Toy Story Midway Mania. Photo by J. Jeff Kober.

Interestingly the same thing is being planned for Disney’s Toy Story Mania. Because of how the vehicles spin about, many guests don’t know that there are actually two track systems that carry guests through the many games. By taking over the Soundstage 1 space temporarily held by the wildly popular Oaken’s Trading Post and Frozen Funland, they will be able to add an additional track and again increase capacity. The upside of that is that more guests will experience the attraction. The downside is that many had hoped the space would be used for another attraction. The timing for this is a little uncertain. But those waiting for major changes to the Studios have become accustomed to second-guessing the timing of things.

Guests waiting an uncertain time to pay for the privilege of ice skating in the middle of summer at Disney's Hollywood Studios. This is where the additional track will be located. Photo by J. Jeff Kober.

Guests waiting an uncertain time to pay for the privilege of ice skating in the middle of summer at Disney’s Hollywood Studios. This is where the additional track will be located. Photo by J. Jeff Kober.

Tomorrow I’ll talk about Frozen’s arrival at Disney’s Hollywood Studios–and its competitive implications. What started as a small meet ‘n’ greet at Epcot, has flowered into a popular meet ‘n’ greet at the Magic Kingdom, and is now a big experience wow at the Studios. And speaking of the Studios, know that the most comprehensive insight to this park is available in my newest book, Disney’s Hollywood Studios: From Show biz to Your Biz. It’s a unique collection of stories and insights that focus not just on the park, but on Disney’s own history as well as Hollywood’s own legacy.

Disney's Hollywood Studios: From Show Biz to Your Biz

Disney’s Hollywood Studios: From Show Biz to Your Biz

 

American Idol and Indiana Jones Epic Stunt Spectacular Closing

 

This week Laughing Place and Orlando Attractions Magazine reported that American Idol was closing at the end of the year. In the case of the latter, a statement was posted between the Walt Disney World Company, FremantleMedia and 19 Entertainment:

“After more than five successful years, The American Idol Experience will be coming to a close at Disney’s Hollywood Studios theme park in January 2015. Our partnership with FremantleMedia and 19 Entertainment has been a great addition to the park and we are very appreciative of the amazing cast and guests who have devoted their time and talent to make this experience special and memorable. We are incredibly proud of the more than 2,000 Dream Tickets that have given guests a chance to live their very own Cinderella story and audition for ‘American Idol’. This past season alone, three of the Top 13 contestants were originally discovered through The American Idol Experience and we expect the attraction to continue providing top contestants for ‘American Idol’ XIV in the coming year.”

The American Idol Experience. Photo by J. Jeff Kober.

The American Idol Experience. Photo by J. Jeff Kober.

My sources also suggest that Indiana Jones Epic Stunt Spectacular is also slated to close at the end of the year. All of this is happening to make way for the major Star Wars additions coming to Disney’s Hollywood Studios. It will surround that end of the Echo Lake corner of the park, and supposedly extend further out as well, though in what direction(s) is uncertain. What is coming in remains to be formally announced, as the attraction is also being tied to a very anticipated follow-up series starting in 2015.

The Indiana Jones Epic Stunt Spectacular! Photo by J. Jeff Kober.

The Indiana Jones Epic Stunt Spectacular! Photo by J. Jeff Kober.

What continued presence Indiana Jones will have in the park (other than The Great Movie Ride) is yet to be certain. I should also state that the cast has been informed on past occasions that the show was coming to an end. So anything can happen. In fact, it was never intended to last more than a handful of years. And yet it has remained. Still, if this show is important to you, then make plans to visit before the end of the year.

 

Toon Lagoon at IOA: The Trail to a Great Work Environment

 

What Qualities Do You Look For In The Place You Work At?

At Universal’s Islands of Adventure there are two comics that intertwine in Toon Lagoon. While seen, most guests seldom stop to study them. To most, they are simply incidental theming to the park. But they offer a couple of great thoughts about creating a great work environment.

Mark Trail and Family circus Share the Same Trail Here at Toon Lagoon.

Mark Trail and Family circus Share the Same Trail Here at Toon Lagoon.

The first is a comic known form any years as Mark Trail. Mark Trail is a comic strip created by Jack Elrod, and featured themes that focused on the environment. It was targeted to those who appreciated the great outdoors, and was often instructional in its ideas about how to care for nature and its surroundings. To inspire his small team, Jack assembled his artists in the second floor of a Frank Lloyd Wright-designed home in the Atlanta area. Windows looked out over a 130 acre forest that surrounded the home. It provided inspiration for many of the comic strip adventures.

In this studio photo are Ed Dodd, Jack Elrod, Tom Hill and Rhett Carmichael.

In this studio photo are Ed Dodd, Jack Elrod, Tom Hill and Rhett Carmichael.

I’ve had the privilege of visiting some impressive work environments. Google has so many cool amenities. Red Door Interactive overlooked the Padres Stadium in San Diego. And speaking of natural settings–the U.S. Fish and Wildlife Service had a beautiful training facility in the hills of West Virginia. And yet, it isn’t just about the location, the appointments, and the amenities. It’s about the people you work with, and the esprit de corps.

That brings us to the other comic depicted–Family Circus–created by Bil Keane. It’s the depiction of family life, and the humor, love, and camaraderie found therein. In another Toon Lagoon panel, you can trace the trail from Billy back to the rest of the family.

The Family Circus looking for Billy. Photo by J. Jeff Kober.

The Family Circus looking for Billy. Photo by J. Jeff Kober.

There were a couple of key elements found in this comic, which coincidentally tie into any workplace culture:

1. Values. There are strong messages written humorously throughout the comic strip. Themes of being grateful, courteous, and caring are among just a few.

2. Gremlins. In 1975 Keane introduced an invisible Gremlin named “Not Me” which becomes a way for the kids to place the blame on anyone but themselves. Other gremlins were introduced like “Just B. Cause” and “Ida Know”. These same gremlins often creep up in organizations, unless they are defined and thrown out.

3. Dotted Paths. A dotted thick line would often show a character’s path through the house or down the street. We can see that same path utilized here in the comics depicted in Toon Lagoon. In business, this is represented by providing people a path of opportunity for them to grow and develop. In Bil Keane’s family, that path provided opportunities for his own children. Billy in the cartoon is really a representation of Bil’s own son Glen Keane, who went on to be a major character animator at Disney, to include Aladdin, Ariel, The Little Mermaid, Tarzan and the Beast in Beauty and the Beast.

The trail even continues winding along the walkway of the park. Photo by J. Jeff Kober.

The trail even continues winding along the walkway of the park. Photo by J. Jeff Kober.

What messages does this comic strip have toward our work environment? I just got through doing two weeks of programming for a major college in New York. The comment that came up repeatedly was how when the college was small, it “felt like family”. When you stop to dissect that statement, you really it isn’t that the group was small. It was that they knew each other. They were more dependent on each other. They worked together to make things happen. These are the things that make a family a family–even at work.

And yet, there is nothing that stops a family from being a family–even when it grows bigger. I’ve known families with a dozen kids, and none of the older children ever say: “Back when there were only two kids it used to feel more like family.” Family doesn’t stop because it grows. Family stops because you stop working to nurture it. And the bigger the family, the more you have to nurture it.

People don’t leave brick and mortar. They may be attracted to the physical assets of the organization, but in the end they stay because “it feels like family”. What about your organization? Does it feel like family? Are there strong values that bring people together? Are there gremlins that get in the way? Is there a path for your success? How are you “marking the trail” in a way that makes the organization successful?

 

 

10 Things I Love About Disney’s Hollywood Studios

 

Happy 25th Disney’s Hollywood Studios!

Disney's Hollywood Studios

Disney’s Hollywood Studios

My columns usually talk about best-in-business practices at Disney. But it’s the Silver anniversary for one of the most popular theme parks in the entire world. It’s time to celebrate. On this date 25 years ago, Michael Eisner stepped forward to declare:

The World you have entered was created by The Walt Disney Company and is dedicated to Hollywood–not a place on the map, but a state of mind that exists wherever people dream and wonder and imagine, a place where illusion and reality are fused by technological magic. We welcome you to a Hollywood that never was–and always will be.

I have been there hundreds of times with my family. We have enjoyed everything from Hunchback of Notre Dame–the Musical to Superstar Television to Teenage Ninja Mutant Turtles. In no particular order I’ve captured 10 I love most about Disney’s Hollywood Studios:

1. Indiana Jones Epic Stunt Spectacular!  Still amazing–and fun–after all these years.

2. The Brown Derby. Cobb salad and grapefruit cake in a luxurious setting. Need we say more?

3. Size. My feet aren’t as tired as when I walk the whole of Epcot or Disney’s Animal Kingdom. This park is doable!

4. Citizens of Hollywood. The best streetmosphere and improvisational street comedy this side of the Adventurer’s Club–or either side, since that club no longer exists.

5. Neon Lights. Especially after a late afternoon storm. Glowing in the reflection of wet streets of Hollywood and Sunset boulevards. Beautiful.

6. The Great Movie Ride. Some may argue whether it needs an update. But as is, it’s a well-done attraction showcasing everything from Mary Poppins to John Wayne to The Wizard of Oz. In fact, it’s not just well-done, it’s great!

7. The Twilight Zone Tower of Terror. Perhaps the best non-coaster thrill ride ever imagined. Probably the best themed attraction ever imagined.

8. Walt Disney: One Man’s Dream. A fitting tribute to the man who started it all–and the mouse that helped.

9. 50′s Prime Time Cafe. A step back in time to formica table tops and peanut butter and jelly shakes. It’s enough to make you forget to eat your vegetables.

10. Star Tours. Great ride that’s now even better than ever. I only hope that an even bigger Star Wars galaxy is not to far, far away.

What are your favorite things about Disney’s Hollywood Studios? Share that with us.

And as you’re exiting the park, know that if you are someone who really loves the heritage of Disney, Hollywood, and of all things at Walt Disney World, you may want to consider my newest book, Disney’s Hollywood Studios: From Show Biz to Your Biz. It’s the most comprehensive volume ever written about this park. And it’s brand new–just in time for this week’s anniversary celebration. Check it out!

And hooray for Disney’s Hollywood Studios!

 

Facing an Uncertain Future at the Tower of Terror

 

Lessons From the Tower of Terror Are Just a Part of the Insights From My New Book, Disney’s Hollywood Studios: From Show Biz to Your Biz

This week is the 25th Silver Anniversary of Disney’s Hollywood Studios. In tribute to this remarkable park, we’re capturing some of the amazing details many guests never see. This one comes from The Hollywood Tower Hotel Twilight Zone Tower of Terror. When you enter the boiler room, follow the longest stretch of corridor. Just before boarding an elevator, look down toward your left. It is a dumping ground of abandoned industrial parts, coated with dust in the dim light. But a card stands within the clutter, and it offers the following promise:

Is it a sign of things to come at the Tower of Terror? Photo by J. Jeff Kober.

Is it a sign of things to come at the Tower of Terror? Photo by J. Jeff Kober.

The quote reads: “It’s easy enough to be pleasant, when life hums along like a song. But the man worth while is the man who can smile when everything goes dead wrong.”

Of course the quotation is a perfect hint of things to come as you board the elevator at the Tower of Terror. But it also offers some sage advice to anyone trying to muddle through the “ups and downs” of life.

The story of the Hollywood Tower is set to an eventful date on October 31, 1939, when lightening struck the hotel. But the real fate of Hollywood and the rest of the country came on October 29, 1929, almost ten years earlier to the day. Known as Black Tuesday, stock prices collapsed and more than 16 million shares were traded on the New York Stock Exchange on a single day. Billions of dollars were lost, and in the months and years to come a Great Depression ensued. By 1933, nearly half of America’s banks had gone under, and nearly 30% of America was unemployed.

Roy Disney spoke of that time and his own fears:

“When the banks were closed in 1933, of course I was frantic–what are we gonna do for money? So I was stewing and worrying and Walt was impatient with me. He said, ‘Quit worrying about it. People aren’t going to stop living just because the banks are closed. What the hell, we’ll make potatoes the medium of exchange. We’ll pay everybody in potatoes.’”

Perhaps it is no coincidence that when you step away from the Tower of Terror, you face the Carthay Circle theater. What happened between that date and when Snow White & the Seven Dwarfs premiered in 1937 is a story of a “man who can smile when everything goes dead wrong.” It’s a message of working through your fears, of being persistent in your vision, and in facing an uncertain future.

If you enjoy this kind of message, one that not only informs you about the details of this amazing park, but enlightens you with messages about how to face life itself, you will definitely want to pick up a copy of Disney’s Hollywood Studios: From Show Biz to Your Biz, published by Theme Park Press. It’s packed with over 40 examples taken from the park’s experience. And it shares the “rest of the story” that happened during those difficult years prior to the release of Snow White. Celebrate not just the park’s anniversary, but your own life with this unique book!

 

Disney’s Hollywood Studios: From Show Biz to Your Biz

 

This newest book by J. Jeff Kober celebrates Disney’s Hollywood Studios, and the stories, tales, and lessons behind it!

I am so very excited to announce today my newest book, Disney’s Hollywood Studios: From Show Biz to Your Biz, published by Theme Park Press. I’m thrilled that it’s available in time for this week’s 25th silver anniversary of Disney’s Hollywood Studios. If you love Disney, if you love all things Hollywood, and if you love Disney’s Hollywood Studios at Walt Disney World, you are going to love this book.

Disney's Hollywood Studios: From Show Biz to Your Biz, by J. Jeff Kober

Disney’s Hollywood Studios: From Show Biz to Your Biz, by J. Jeff Kober

This is the most comprehensive story of the Disney’s Hollywood Studios ever told. Books have been written about Walt Disney World, the Magic Kingdom, Epcot, and even Disney’s Animal Kingdom, but other than the wonderful, but brief Imagineering Guide, there has never really been another book that talked about this park so fully. You’ll find any number of stories that document how Disney has approached this park, its daily operation, and its unique attractions. There’s probably the most comprehensive description of the Tower of Terror. You’ll hear rare stories about the making of Rock ‘n’ Roller Coaster, the creation of the Indiana Jones Stunt Spectacular, and about the rise and fall of Disney Feature Animation Florida. Did you know that one of the biggest deals in Hollywood was created at The Brown Derby restaurant here at Disney’s Hollywood Studios? You’ll read about that and more.

Who was Louis by Mayer of MGM's Metro Goldwyn Mayer? And how was his studios boss style different than Walt Disney's? Photo by J. Jeff Kober

Who was Louis B. Mayer of MGM’s Metro Goldwyn Mayer? And how was his studios boss style different than Walt Disney’s? Photo by J. Jeff Kober

But beyond that, you’ll find little-known stories about the Walt Disney, the company he founded, and of Hollywood itself. Who is Edith and Adrian? Who is Min and Bill? Where did the expression “Mickey Mouse Operation” come from? What was it like on the set of The Golden Girls? What created the theme park wars between Michael Eisner and Universal Studios? And what were some of the greatest and most tragic moments of Walt Disney’s life?

Few know the true tragic story represented by this fountain at the corner of Hollywood and Sunset boulevards. Photo by J. Jeff Kober.

Few know the true tragic story represented by this fountain at the corner of Hollywood and Sunset boulevards. Photo by J. Jeff Kober.

Most importantly Disney’s Hollywood Studios: From Show Biz to Your Biz is more than some “tell-all” tabloid from Hedda Gabler or TMZ. Every story has a lesson–has some message for one’s business, leadership and life. Every story ends by asking you questions about how you would approach adversity, competition, or serving others.

Roger Rabbit bursts through the window of Eddie Valiant's office. Learn how "Who Framed Roger Rabbit"   ended up "Bumping the Lamp" for the Walt Disney Company. Photo by J. Jeff Kober.

Roger Rabbit bursts through the window of Eddie Valiant’s office. Learn how “Who Framed Roger Rabbit” ended up “Bumping the Lamp” for the Walt Disney Company, and how you can “Bump the Lamp” in your own organization. Photo by J. Jeff Kober.

Some people dismiss Disney’s Hollywood Studios as the lesser of all Walt Disney World parks. I would counter that no where in such an intimate space will you find more insight, more heritage, and more understanding of Walt Disney, of the studio he founded, and of Hollywood itself. Indeed, you could spend several days walking Hollywood itself, and not learn nearly as much as you would with this book and an afternoon at this incredible park.

Labeled as "Disney's Folly" Walt overcame opposition and premiered his first full-length feature, Snow White & The Seven Dwarfs at the Carthay Circle Theater. How do you face opposition? These are the lesson's in Disney's Hollywood Studios: From Show Biz to Your Biz. Photo by J. Jeff Kober

Labeled as “Disney’s Folly” Walt overcame opposition and premiered his first full-length feature, Snow White & The Seven Dwarfs at the Carthay Circle Theater. How do you face opposition? These are the lesson’s in Disney’s Hollywood Studios: From Show Biz to Your Biz. Photo by J. Jeff Kober

Want to celebrate the 25th anniversary of Disney? Treat yourself to Disney’s Hollywood Studios: From Show Biz to Your Biz! Now available through Amazon.

 

Car Care–Guest Care: A Story of Flattening The Organization

 

I thought I would do a follow up article to my previous blog on how Disneyland Resort Cast Members were being treated with respect to parking for work. This time we’re out at Downtown Disney at Walt Disney World where an enormous construction project is underway. That project requires taking over several parking lots, thus pushing guests further out in the back of the rest of the lots, or even across the street. At given times, it’s nearly impossible to find a place to park your car.

Yet right toward the front of Disney’s West Side parking lot you find the following:

It looks like Downtown Disney is empty, but not so. The rest of the parking lot is filled with the exception of these spaces up front. Photo by J. Jeff Kober.

It looks like Downtown Disney is empty, but not so. The rest of the parking lot is filled with the exception of these spaces up front. Photo by J. Jeff Kober.

Plenty of free parking spaces, right? But wait, there’s a sign–is it for handicapped parking? No, it’s for Disney management. Take a closer look:

Gold Lot 2

a “Gold Football” sticker means one thing at Disney–You’re an executive.

Disney Cast Members are familiar with what is referred to as the “Gold Football.”  Those Disney executives who receive gold football passes are able to park in any of these spaces. I don’t know why they need those spaces. Offices for those who work at the Downtown Disney are located several lots over. The only people who would likely park here are those from Team Disney across the street. The ironic part of that is that Team Disney is where the guests are being asked to park during the construction period.

What messages do you send the guests by having premium parking spaces saved for executive staff? For that matter, what messages do you send the rest of the Cast having such premium parking spaces saved for executives? Especially during a heavy construction period where there are so few cars.

It would seem that if Disney executives really wanted to walk in the shoes of their guests, they ought to try finding parking spaces like the guests have to.

Of course, Disney isn’t the only organization who participates in this hierarchical foolishness. GM not only has it’s own executive parking spaces, they had their own garage. Added to that was a set of  private executive elevators, a private executive set of floors, and a private executive cafeteria. No wonder they are so out of touch when a car needs to be recalled. If you want to be in touch with your employees and with your customers, start by flattening the organization.

And that activity begins in the parking lot.

 

Car Care–Cast Care: A Story of Morale

 

This weekend Disneyland Resort Cast Members will be asked to park at Angel Stadium because of large expected crowds in the park. Micechat last week commented on this and detailed a flier that stated:

“As a reminder, driving to work and parking in a Cast lot is not expected or required and is just one commuting option available to Cast. Other commute alternatives available to Cast Members include carpooling, riding the bus or train, van pooling, bicycling or walking.” 

Disneyland Cast Members taking a shuttle back to their cars late at night. Curiously, the spot they are loading in is where they used to park years ago. Photo by J. Jeff Kober.

Disneyland Cast Members taking a shuttle back to their cars late at night. Curiously, the spot they are loading in is where they used to park years ago. Photo by J. Jeff Kober.

I initially found the statement to be extremely insensitive. Such a statement at Walt Disney World would be laughable given how Casting in making hiring decisions pretty much expects you to have access to some vehicle as one of your options for getting to work. Having thought it further, I wondered if Tokyo Disney Cast Members have any opportunity to park, and whether they must rely entirely on the modes of transportation listed above.

This takes me back to the time when Disney’s Animal Kingdom was getting ready for opening in 1998. The parking lot was one of the first projects completed as it allowed a space for construction crews to park. As the first operations Cast Members began working, they too started parking at the front of the park. Then as everyone else came aboard, they made it convenient for everyone to park there until opening.

Then the park’s opening came.

The plan once the park opened was to have Cast Members park about half a mile away in a lot where the wardrobe building was created. Then they were going to bus them around the perimeter of the park to their various designations. This is not unlike bussing situation at the Magic Kingdom. The only difference was that the bus was driving around the perimeter like they do for Epcot–and that takes quite a few minutes given the size of Disney’s Animal Kingdom. Having experienced how easy it was to park in the front of the lot, the Cast rebelled against the idea of parking so far away. Many threatened that they would try transferring somewhere else when they were eligible. Eventually, management gave in, and that is why Cast Members now park toward the front of the park–in a proximity not unlike the way Disneyland Cast Members parked toward one side of the front of the lot so many years ago.

Disney's Animal Kingdom Wardrobe Building. It still exists, but only for picking up and dropping off costumes. Cast Members now park elsewhere. Photo by J. Jeff Kober

Disney’s Animal Kingdom Wardrobe Building. It still exists, but only for picking up and dropping off costumes. Cast Members now park elsewhere. Photo by J. Jeff Kober

Returning to present-day Disneyland, I don’t know if the issue is simply about the hassle of parking and shuttling in from so far away. I think the issue is whether management really cares–and whether they demonstrate that care. Brad Bird, director of Incredibles, Ratatouille, and the new Tomorrowland movie once said: “If you have low morale, for every $1 you spend, you get about 25 cents of value. If you have high morale, for every $1 you spend, you get about $3 of value.”

Best to ask, is parking enhancing or degrading the morale? And if the latter, what is being done to off set that problem? In the end, for Disney or for any organization, it’s not about the parking. It is about whether you genuinely show that you care. And that effort to care should begin the moment the employee arrives.

Your thoughts?

 

Great Service After Ghirardelli Closes

 
Guests always seem to gravitate to Ghirardelli at Disney California Adventure. Photo by J. Jeff Kober

Guests always seem to gravitate to Ghirardelli at Disney California Adventure. Photo by J. Jeff Kober

I love Ghirardelli! Perhaps too much looking at my waist size. I love how they greet you with a chocolate square when you enter. It’s such a nice touch.

I was kind of bummed out last week in Orlando I thought our family was going to get ice cream at the Ghirardelli in Downtown Disney. But the family made a switch and we ended up elsewhere.

So when I ended up at Disney California Adventure on the west coast yesterday, I planned my visit to grab an ice cream right before I attended World of Color at 8:15 pm. Well, maybe I didn’t plan to well, because the next thing I knew it was 8:00, which was the hour of closing. I realized that the shop might be closed, so I hurried over.

It was closed as I and others approached. I couldn’t blame them for closing. They have to close at some point. But as I approached the second doorway I found a Cast Member at the door. She was apologetic about closing, but said, “Here, we want you to have some chocolate anyway!” She then handed me not one, but five chocolate squares. Wow! What a nice touch.

It was unexpected, but it made me want to go back all the more. I love it when an organization goes the extra mile–even when they are closed. Ghirardelli not only offers a superb product–it offers a superb service experience.