Sunday, September 9, 2018
Well this is something I didn't expect to be blogging about in my business blog. I recently took a family vacation and went to Disney in Florida. I had heard about the guest experience before and how it can seem magical at times, which is part of the appeal to going there. Being in a service industry where guest experience is so important, I decided to see if I could pick up any ideas from the people who have been creating this experience (at least in Florida) since 1971.
We went to Animal Kingdom on our first day and I'm really glad we did. This was a magical experience from beginning to end. Guest service was off the charts. I had made a character dining reservation for lunch and the restaurant was running a bit behind. The hostess asked if we had been to Disney before (I had only been to Magic Kingdom about 40 years prior) so she gave us buttons that allowed other cast members to see this was our first visit and we received some special treatment (mostly my daughter) in the form of free stickers and other items as well as cast members wanting to make sure we were enjoying ourselves. Our hostess came back and checked on us several times and assured us it wouldn't be much longer. The food was excellent and the characters gave my daughter lots of attention. A cast member also gave us a great tip to catch the later, end of night show to get a better seat without waiting in line. We ended up get front row!
We experienced a similar situation in Hollywood Studios when my Disney Experience app wasn't working on my phone. This is how you book fast passes and dining (so you don't wait in line). We went up to guest relations and the lady that helped us was AMAZING. She couldn't fix the problem as it was a service issue that affected all users, but she made reservations for us and handled everything in a way that made us feel like we just won the lottery. To top it off, her real name was Ariel and she smiled the whole time like a real princess.
Not all of our experiences were great... Magic Kingdom was the least magical of our experiences and some cast members were just outright rude. We found a lot of them were not educated on the park or in the ways of "Disney guest relations". A simple question of where the nearest bathroom is, would have led us walking halfway down the street, when there was a bathroom no less than 20 feet from where we were standing in a nearby hallway.
We didn't let that ruin our vacation though. I simply took that as learning point for what I can do to make our client experience better. Making sure that you have a magical experience should be the same whether it's from one of our DJs or one of our photo booth attendants. I'm planning a short training session on this soon, though I think most of our staff already does this.
This was a much needed trip and a revitalizing one as well. Let The DJ Guy make your day magical!
Give us a call at 517-404-0418 or visit us online at www.thedjguy.info to plan your big day!