A huge win for ending the day without hassle.įulfilling unique needs. Disney cast members found that disabled guests were often frustrated with parks because they had to constantly remind staff they were disabled, and they wanted to let staff know discretely. This allows guests to simply denote the time they arrived, and the tram drivers will know what location the guest parked in. Tram drivers now keep a simple list of what rows they work each morning, which is distributed to team members at the end of the day. They have given staff permission to hand out a special pass when this happens that allows the child to skip to the front of the line on his or her next ride.Įnding the experience strong. What better way to end a magic experience than with a smooth exit? Unfortunately, Disney found many guests had problems finding their cars when leaving on trams. Disney noticed that this was a major complaint from parents and, more importantly, ruined the experience for children. Turning around misfortune. Despite the efforts made to inform customers of height limits, often a young child will wait with a parent to go on a ride, only to find out he or she isn’t tall enough. Some examples mentioned in Be Our Guest include: It’s safe to say that they always sweat the small stuff. Process is the engine of Quality Service.ĭisney has seemingly held true to these beliefs with their close attention to detail in constantly improving their processes. If the engine does not run properly, it does not matter how friendly the conductor acts or how attractive the passenger cars look, the train will still not move and the passengers will not pay their fares.
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