Guest Idea #12: Make It a Small World

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

  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…

Guest Service Idea #11: Be The Hero

The hotel grounds are grand and lush, to include this unique sign. 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 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…

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 #5: Listen to Your Guests

Listen to Your Guests

  Celebrating Disneyland’s Diamond Jubilee with 60 Guest Service Ideas. Important to providing great guest experiences is to listen to your guests. Listen to your guests–It seems like such an obvious thing. And it’s something that happens all the time at Disney. There are two ways to do that–quantitatively and qualitatively. Don’t get lost by … Read more…