Disney Guest Service Idea #10: Know Their Name

Know Their Name

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at the impact for customers when you know their name. There’s something powerful about learning the names of your customers, and more importantly, getting to know them. This came to my attention when one day when we … Read more…

Disney Guest Service Idea #9: Stop Instructional Graffiti

Stop Instructional Graffiti

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how too many rules can ruin the Guest experience. And when that happens, you have to stop the instructional graffiti. From Disney’s Animal Kingdom we have our next guest service idea. Let’s visit the Harambe Railway … Read more…

Disney Guest Service Idea #8: Bust Up Bottlenecks

Bust Up Bottlenecks

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how Disney works to bust up bottlenecks that frustrate their customers. Spent one day at Disney’s Animal Kingdom this week and another at Magic Kingdom. Both parks are spending lots of money to bust up bottlenecks … Read more…

Disney Guest Service Idea #7: Plus Up Your Offerings

Goofy at home in Pete's Silly Side Show. Photo by J. Jeff Kober.

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how Disney continues to plus up its offering. One of the real treats during my trip to Tokyo Disneyland last summer came about mid-day when I was tired and needing a break. I was at the … Read more…

Disney Guest Service Idea #6: Be Prepared For Angry Guests

City Hall at Disneyland Paris. Every Guest Relations has a room to accommodate angry guests. It is said that there are four of those at DLP. Photo by J. Jeff Kober.

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how Disney works to be prepared for angry guests. In Guest Service Idea #5, we spoke about how Disney listens to its guests. We have an example of the work that goes on at Guest Relations in … Read more…

Central Plaza at Magic Kingdom: Park or Arena?

Truthfully, because I didn't stand in line for the stage show, this is the closest I got to the front of the castle during my entire stay. Photo by J. Jeff Kober.

  It’s been called Central Plaza. It’s the space at the center of Magic Kingdom parks that comes at the end of Main Street, U.S.A. and lies before the castle. It also serves as the stepping off point for all other lands in the park. A plaza traditionally has been a large open space. But Disneyland’s … Read more…

Disney Guest Service Idea #4: Stay Open After You Close

  Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how great organizations stay open after you close. In our previous blog, we spoke about the idea that organizations should open a few minutes before the stated opening time, so that people aren’t waiting for the doors to open. Today we head to … Read more…

Disney Guest Service Ideas #3: Open Earlier Than What Is Stated

  Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Today we look at the idea of organizations that open earlier than what is stated. It’s a simple thing: Open earlier than what is stated in your promotional material. If Walt Disney World states that the opening time for the Magic Kingdom is 9:00 am, … Read more…

Disney Guest Service Ideas #2: Exceed Expectations–By Just a Little

  Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. I love pancakes! When I attended Disneyland as a youngster, one of the simple highlights was eating at the River Belle Terrace. There I was surprised with not just eating pancakes for breakfast, but eating a Mickey Mouse Pancake! It was lined with cherry eyes … Read more…