Backside of water at Jungle Cruise in Tokyo Disneyland. Photo by J. Jeff Kober.

Service With a Flair

We shared earlierĀ 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

The Jungle Cruise dock today boarding guests for a   wild adventure. Photo by J. Jeff Kober.

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

I used to host groups inside this restaurant, long closed to regular guests. But the building still seemed dead even to those visiting. Photo by J. Jeff Kober.

5 Surprise Hits of 2015

Before we get too much further into 2016, I thought I would share my top 5 surprise hits at Walt Disney World. These are the things that I didn’t have too much expectation around, but inevitably found great value. 1. Anything to do with Disney Springs. Everything that Disney seems to be touching at this … Read more