Mariner Mickey aboard the Disney Magic. Photo by J. Jeff Kober.

Directing Good Guest Behavior

In the center of every Disney cruise ship is a statue of a nautically themed Disney character. When the first ship was built, the Disney Magic called upon Mickey Mouse to be garbed as a 19th century mariner. Hundreds of photos are taken each cruise with guests posed next to Mickey. It’s an iconic moment. Mickey … Read more

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

Trash Cans as Art

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 each … Read more

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

Cleanliness Begets Cleanliness

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 manners … Read more

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

Don’t Break the Magic

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. I have one particular experience I want to share with you: One of the most magical experiences was the new Tangled show–perhaps one of the best shows Disney … Read more

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

Model Guest Service Excellence

When I was at the Disney Institute, we had a special visit made by Dick Nunis. Our leader, Valerie Oberle, had worked closely with Dick over the years, and she invited Dick to come and share his insights on providing great customer service. I heard him share the following story, one I have heard many … 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

The other day, we went to Disneyland Paris to look at one of the ways they focus on Customer Service. 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 with informed choices gives them the power to influence their … 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

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, … Read more

A plaza themed to Tangled brings guests to one end of Fantasyland. Photo by J. Jeff Kober.

Consistent Quality Documentation

You’ll recall that in the film Tangled, Rapunzel asks for new paints for her birthday. She’s constantly painting, as a means of occupying her time. But she’s also expressing something very deep within her sub-conscious, something that tells her who she really is. After the film premiered, designers thought that it would be great to … Read more