Gold Level Service or Platinum Level Service

A few years ago, I found myself outside the hospital walking past this presentation. Following the name of the hospital, the sign says: “For our Non-Smoking Patients, Visitors & Staff “If You Must Smoke Please Move Further Down The Sidewalk To The Seating Area “THANK YOU” If you look further on, you can see that … Read moreGold Level Service or Platinum Level Service

Making Magic at the Very End–Part II

I wrote the other day about a very special experience on a double decker bus at Epcot. It came at the end of the park’s operating hours. In this story, we head to Disney’s Animal Kingdom. One of the things that Cast Members enjoy most about working at Disney’s Animal Kingdom is that the park usually … Read moreMaking Magic at the Very End–Part II

Making Magic To The Very End–Part I

On our very first trip to Walt Disney World over Thanksgiving of 1988, we spent five days exploring every crook and nanny of what then was only the Magic Kingdom and Epcot. By the last night, we were exhausted. We had walked all day. While we budgeted carefully for this trip, we splurged on a … Read moreMaking Magic To The Very End–Part I

A Magical Moment–In a Galaxy Far, Far Away

I’m back! Sorry I haven’t blogged in recent months, but work comes first, and my work is very seasonal! I have many wonderful things to talk about, but here’s a teaser to get you started. I totally appreciate this open letter because I have children who deal with Autism. I think this Cast Member did … Read moreA Magical Moment–In a Galaxy Far, Far Away

Boston Marathon, Sandy Hook, and Disney’s 3:00 Parade

by J. Jeff Kober Events yesterday at the Boston Marathon, along with events only a few months ago in Newtown, Connecticut, have caused all of us to stop and consider the good and bad of the world we live in. There has been much comment and even debate in the social media networks. But sometimes, … Read moreBoston Marathon, Sandy Hook, and Disney’s 3:00 Parade

No Waiting at Disney with iWatch

By J. Jeff Kober What if a billion dollars fixed your customer’s biggest complaint? And it also made you money, reduced labor, and created greater guest satisfaction? Call it Next Gen, My Disney Experience, or MagicPlus. Disney’s been working on a high-tech project that’s about to be released in a major way over the weeks, … Read moreNo Waiting at Disney with iWatch

Be Our Guest. Be A Guest. Customer Service Implications

One of Disney’s most beloved films, Beauty and the Beast, speaks to the topic of hosting others. Indeed, its signature song, “Be Our Guest,” is not only an anthem for great guest service at Walt Disney World, it’s now become a hugely popular restaurant. Guests are making reservations months ahead for formal dinner reservations, and … Read moreBe Our Guest. Be A Guest. Customer Service Implications

BOA Alert: Disney’s Animal Kingdom Animal Guide!

I have an expression called BOA. It stands for Blinding Flash of the Obvious! It’s that moment when you go, “Duh…why didn’t they think of this before?” We have a BOA alert today for Disney’s new Animal Kingdom Guide. Similar to the Times Guides guests receive throughout the park, this uniquely new guide notes all … Read moreBOA Alert: Disney’s Animal Kingdom Animal Guide!

What You Thought Was Safe Yesterday at Disney, Isn’t So Much Today

If you are as old as I am you may remember those station wagons where we freely laid down in the back section without any safety belt. We also owned a wagon where the back seat faced the cars coming from behind you. Even then it seemed nerve-wracking when a car was braking only feet … Read moreWhat You Thought Was Safe Yesterday at Disney, Isn’t So Much Today