This concept of providing customer options with merchandise pickup and delivery is even available here at this Fantasyland shop in Tokyo Disneyland. Photo by J. Jeff Kober.

Provide Customer Options: Guest Service Lesson #16

  Welcome to our celebration of Disneyland’s Diamond Anniversary with our 16th example of great customer service. Imagine you’re shopping at Bonjour Village Gifts at The Magic Kingdom in Walt Disney World. Your eyes set upon some very expensive, but very delicate merchandise. You want to make the purchase. But is it worth hauling around? … Read more

Plaza Ice Cream Parlor at Magic Kingdom, Walt Disney World. Photo by J. Jeff Kober.

Signs of Great Service: Disney Guest Service Lesson #15

  On one occasion I came across this sign when visiting a very popular dining spot. It was written on receipt tape, and pegged to the regular sign created for the restaurant. It’s message was intended to re-direct customers upstairs past the store and to the dining portion of the restaurant. I will grant you … Read more

Pizza Planet across from the Muppet Vision 3D. Photo by J. Jeff Kober.

Disney’s Hollywood Studios: Rumors and Additions

  Let’s visit Disney’s Hollywood Studios. You’ll be surprised that some new things big and small are happening. And while we’re there, let’s look at some new rumors: Addition: The Great Movie Ride The Great Movie Ride continues to be plussed on under the new TCM sponsorship. That includes new display cases with costuming and props from a … Read more

Sleeping Beauty Castle at Disneyland. Photo by J. Jeff Kober.

Soft Open: Guest Service Lesson #14

  Happy Birthday Disneyland. 60 Years of unbelievable excellence. It inspires, thrills, and excites. Hundreds of millions of guests have visited this one-of-a-kind place. It truly is the Happiest Place on Earth. But it wasn’t so on opening day. So many things went wrong that first day. At the center of this was the fact that Disneyland wasn’t ready … Read more

The Future of Innoventions

The Future of Innoventions at Epcot

  There are many things happening across Walt Disney World. Magic Kingdom is still working on projects green lit some time ago such as the Central Plaza expansion. Construction on Avatar is looking impressive. And lots of rumors exist about Disney’s Hollywood Studios with respect to the additions expected to go in there. But what about … Read more

Earning Customer Trust

Earning Customer Trust: Guest Service Idea #13

  Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at Guest Service Idea #13: Earning Customer Trust. We’ll use that unlucky number 13 to discuss our next guest service idea. Let’s flash back to the long gone Toon Town Fair at Magic Kingdom. You’ll recall that when you entered this land you first … Read more

A visa worker from China greeting Guests--not at China in Epcot--but in front of a restaurant in Frontierland at Walt Disney World. The photo was taken when unemployment was over 9% just outside the gates of Walt Disney World. Photo by J. Jeff Kober.

Visa Abuse at Disney

  New York Times is reporting that Disney has cancelled the layoffs of some 35 technology employees at Disney/ABC in the New York and Burbank offices. Earlier, those employees were replaced by offshore workers who had been brought to the U.S. on H-1B working visas.  Now those employees are back at work “until further notice.” All of … Read more

"it's a small world" where "One Golden Sun" smiles as the sun sets in the land of the rising sun.

Guest Idea #12: Make It a Small World

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how to Disney works to make it a small world by providing assistance to those guests who speak other languages. This is about how to make it a small world. But it’s not about “it’s a small … Read more

The hotel grounds are grand and lush, to include this unique sign. Photo by J. Jeff Kober.

Guest Service Idea #11: Be The Hero

  By your host, J. Jeff Kober Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Let’s look at how to be the hero through a service recovery situation with the front desk at Disney’s Hollywood Hotel. I recently visited Hong Kong Disneyland. My stay was brief. While I took a half day to see some key … Read more