Queen or Snow White? Pitching In To Help

Some of my favorite attractions at Disney parks are the dark rides. And perhaps one of the most memorable has been Snow White’s Scary Adventures. I remember riding this attraction at Disneyland as a child, and being very intimidated by the experience aboard the mine car. I was disappointed that the attraction was removed at Magic … Read more

Change Around The Riverbend

There has been much said about the removal of the Big Thunder Ranch/Barbecue area and even more so about the shortening of the Rivers of America as Disneyland prepares to create a new Star Wars Land in that region of the park. On the outset, my belief was that not only will Star Wars Land … Read more

Signs of Great Service

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. Its message was intended to re-direct customers upstairs past the store and to the dining portion of the restaurant. I will grant you that … Read more

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