Sue: The Best Magic Kingdom Magic

I’ve spent many an article here chronicling examples of great customer service at Disney. I’ve discussed transactions versus interactions, and how the latter is what creates the magic. Included has been the idea of creating Magical Moments and Take 5’s. These are planned and improvisational activities for making the guest experience memorable. I’ve shared some … Read more

Mark Twain at Disneyland

New Facebook Live From Mark Twain at Disneyland

We’ve broadcasted a Facebook Live event from the Mark Twain at Disneyland this week! The Mark Twain is an original attraction from opening day at Disneyland, though it was ridden by guests a few days before when Walt and Lilly celebrated their wedding anniversary with a few close friends. Our story on Facebook Live comes from … Read more

Flowers Have Understudies

Even Flowers Have Understudies

Disney has its roots in show business. It’s why employees are called Cast Members, rather than simply staff members. It’s also why Cast Members are taught on the first day the difference between being onstage and being offstage. Cast Members are taught that when onstage there are certain behaviors that shouldn’t happen unless you are … Read more

Monorails and The Powers That Be

A 45 Year Old Gem: The Walt Disney World Monorail As Walt Disney World celebrates its 45th anniversary this year, so does its legendary monorail system. The thread of the “Vacation Kingdom” was and in many ways still is the monorail system. It was usually the first “wow” guests had when they visited this East coast version of … Read more

VIP Treatment at Disney

VIP Treatment at Disney

Do you want VIP treatment at Disney? Perhaps you should visit the Fantasyland courtyard at the Magic Kingdom. There sits the Sword in the Stone. From time to time you find The Royal Majesty Makers inviting guests to pull Excalibur from its rock foundation. After older adults find no success, they usually identify a young child who easily pulls … Read more

Saluting Sheriff Jack Lindquist

The passing of Jack Lindquist this week brings to my mind one of my favorite stories about this man who is heralded for his involvement in Disneyland–even being its first president. But this tale comes from the opening days of Walt Disney World, where all hands were needed–including Jack’s. In olden days, frontier towns like … Read more

Lessons From The Annual Canoe Races

As a new Disney cast member, I remember anticipating my first canoe race. Dozens of teams would sign up, usually from different parts of the operation. There would be some group representing Disney’s Caribbean Beach Resort, one group of French cast members from World Showcase, while another group represented cast members from the Jungle Cruise. I … Read more

Bibbidi Bobbidi Boutique is Moving!

I learned yesterday that Bibbidi Bobbidi Boutique is moving from the World of Disney at Disney Springs, Walt Disney World. The popular attraction is not moving far. It’s heading to Once Upon a Toy, or to where that location exists. There are five sections to Once Upon a Toy. The last two sections have been … Read more

Hastening Service

While the film has yet to come out, the scene that follows couldn’t be funnier. It’s a preview of Disney’s new film, Zootopia, in which a rookie cop needs to run a license plate–fast. The scene brings us to the one place nothing ever goes quickly–your local Department of Motor Vehicles. You’ll see why in … Read more