But receptacles at Mystic Point are quite elaborate. Photo by J. Jeff Kober.

Trash Cans as Art: Guest Service Idea #28

  The last couple of posts have dealt with issues of how Disney creates a setting that is clear and enjoyed by guests. I thought we might do a follow up article on Disney trash receptacles. Early on I had heard that Disney has determined that they set trash receptacles no further than 20 paces from … Read more

Decks scrubbed and clean for visiting guests on the Disney Cruise Line. Photo by J. Jeff Kober.

Cleanliness Begets Cleanliness: Guest Service Idea #27

  A recent poll by Shanghai Daily showed that over 1 in 4 readers were concerned about the potential misbehavior of other guests when in the park. Their concern is that it might not end up being the “happiest place on earth” after all. One person noted…”it will be the same old story, Chinese people have no … Read more

Tangled: The Musical. Photo by J. Jeff Kober.

Don’t Break the Magic: Idea #26

  I was on The Disney Magic last week capturing new stories to share–and believe me–I have wonderful stories to share. The cruise did not disappoint–the Disney Magic is Magical. As part of Disneyland’s Diamond Celebration looking at 60 great ways to provide guest service, let me share this one experience: One of the most … Read more

The Jungle Cruise dock today boarding guests for a   wild adventure. Photo by J. Jeff Kober.

Model Guest Service Excellence: Idea #25

  As part of Disneyland’s Diamond Celebration, we are identifying 60 different ways Disney provides great guest service in its parks and resorts. Here we are with Guest Service Idea #25: Modeling Great Service. When I was at the Disney Institute, we had a special visit made by Dick Nunis. Our leader, Valerie Oberle, had … Read more

"Mirror, Mirror, on the wall, who's the most difficult manager of them all?" Photo by J Jeff Kober.

Queen or Snow White? Pitching In To Help

  Some of my favorite attractions at Disney parks are the dark rides. And perhaps one of the most memorable has been Snow White’s Scary Adventures. I remember riding this attraction at Disneyland as a child, and being very intimidated by the experience aboard the mine car. I was disappointed that the attraction was removed at … Read more

The way it looks, It almost feels like Disneyland when you first approach Hong Kong Disneyland--except for the big mountain in the back! Photo by J. Jeff Kober.

Empowering Customers: Guest Service Idea #24

  The other day we went to Disneyland Paris to look at Customer Service in our search for 60 ways Disney provides great guest service–a commemoration during Disneyland’s Diamond Celebration. Let’s head to Disneyland Hong Kong today. One of the best things you can do for customers is to provide them viable options. Empowering customers … Read more

This beautiful fountain is working, but many guests over the years have commented how the lights on the Plaza Gardens sign were often burned out. Photo by J. Jeff Kober.

Brush And Roll: Guest Service Idea #23

  Disneyland Paris’s 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. … Read more