Creating Magic For Your Customers

One of the things that makes Disney special is that they create magic in the form of Magical Moments and Take 5’s for their Guests. Let me share an example of what that looks like. Our son struggles with autism, but that doesn’t stop him from loving Bailey from Finding Dory. When we are over at … Read more

VIP Treatment at Disney

VIP Treatment at Disney

Do you want VIP treatment at Disney? Perhaps you should visit the Fantasyland courtyard at the Magic Kingdom. There sits the Sword in the Stone. From time to time you find The Royal Majesty Makers inviting guests to pull Excalibur from its rock foundation. After older adults find no success, they usually identify a young child who easily pulls … Read more

Hastening Service

While the film has yet to come out, the scene that follows couldn’t be funnier. It’s a preview of Disney’s new film, Zootopia, in which a rookie cop needs to run a license plate–fast. The scene brings us to the one place nothing ever goes quickly–your local Department of Motor Vehicles. You’ll see why in … Read more

Service With a Flair

We shared earlier an experience where Walt Disney himself demonstrated to Dick Nunis what a great trip on the Jungle Cruise was supposed to look like. That trip required slowing down in places where there was something to see, and speeding up in places where there was little to look at. One of those places involves … Read more

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

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

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

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

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