Central Plaza at Magic Kingdom: Park or Arena?

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 plaza … Read more

Exceed Expectations–By Just a Little

I love pancakes! When I went to 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 and a pineapple slice smile. It was a little … Read more

Provide Guest Service—Not Customer Service

  One of the fundamental things Disneyland introduced early on was that customers be referred to as Guests, and not as customers. This tradition has carried to the present day. Even in internal writings, the word Guest is not only used in place of the customer, but it is capitalized. Why call the customer a Guest? Think … Read more

Car Care–Cast Care: A Story of Morale

This weekend, Disneyland Resort Cast Members will be asked to park at Angel Stadium because of large expected crowds in the park. Micechat last week commented on this and detailed a flier that stated: “As a reminder, driving to work and parking in a Cast lot is not expected or required and is just one … Read more

How Successful Is Disney?

This past week, Disney released its first quarter results ending on December 28, 2013. This, plus the annual report of 2013, suggests that the results are…well…fantasmic! Every facet of the organization is doing well. Here’s a summary of what’s going well: 1. The box office is hot–in particular due to the success of Frozen, Thor, … Read more

Announcing the 2nd Edition of “The Wonderful World of Customer Service at Disney”

I’m very excited to announce the 2nd edition of The Wonderful World of Customer Service at Disney. When the first edition of The Wonderful World of Customer Service at Disney came out, my rationale for writing the book came from the fact that I didn’t feel anyone was really telling people what customer service was really all … Read more

Sam Gennawey’s new book: The Disneyland Story

I apologize that I have not posted much lately. Part of the problem is that my real job of helping companies become as customer-savvy as Disney and other great organizations has kept me extremely busy. But the other reason is that every time I have a spare minute, I’ve been reading Sam Gennawey’s newest work–The … Read more

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 more

2012: Disney Parks Biggest Year

Walt said the “Disneyland will never be complete as long as there was imagination left in the world.” Since the mighty Matterhorn addition in 1959, Disney parks have been adding in a major way. Take a look at those biggest additions made over the years. Then take a look at 2012. It may well be … Read more