Stupid Guest Tricks

I was just reading something that Big Wallaby wrote in another thread about a manager who was trying to yell at him while he was trying to give great guest service and it got me thinking about one of my favorite experiences this last week at WDW...

I was meeting my roommates for lunch at the Grand Floridian Cafe. This was a matter of convenience as they had just finished getting massages at the GF spa while I was at the Magic Kingdom (a monorail ride away). I got into the lobby and didn't see where I was trying to go. I would have explored and found it for myself, but I was running a little late. In the lobby, all the cast members were presently engaged by guests and the lines at the desks were quite long. I then saw a pair of managers (I'm assuming they were managers as they had on very nice suits and ties as well as CM name tags) talking to each other off to one side of the lobby. As I approached, I heard the one facing me say to the other "Hold that thought for one moment, I believe this young man coming our way needs a hand with something." Probably my body language and facial expression telegraphed that I needed directions, but I was so happy that these managers could break away from whatever business that they were conducting to have a short conversation with me and help make sure my visit was flawless. They first asked me how I was doing and I told them that I was much better now that I was there and how beautiful their hotel was. I also told them that I had met a couple of the people putting up their Christmas decorations late the night before and how beautiful it all turned out. The managers were so nice and said wonderful things about the hard-working CM's responsible for the over-night transformation. They then gave me the directions I needed (once I finally asked) and cheerfully asked if there was anything else they could help me with and to come back any time for any questions or just to chat about the decorations! I know that there are lots of horror stories about crappy management at WDW, and it's entirely possible that these same guys turned around the next moment and failed to back up a CM who was dealing with an unreasonable guest or something equally dumb, but in that moment, those managers being so wonderful and making themselves available to me made me think: this is exactly how it's supposed to be. That's why I go to WDW. The CM's who realize they have enough minutes in their day to spend a few making sure their guests are happy. :)

(Sorry for the unbridled cheerfulness. I know that's not what you people expect out of me. I'll now return to being a miserable prick. Thank you for your patience.)

I choose to believe that most managers are like that, and that, that they do care about Walt's standards, as well as all that stuff like the Basics (which, if it isn't second nature you don't belong at Disney World), or whatever the flavor of the day for how to word the policies of good guest service. I don't care what it's called, Basics or otherwise... I don't even think in terms of the Basics really, but rather, how can I help this next guest have the most memorable, best time possible at Disney World. The good managers, I imagine, feel the exact same way. And again, I choose to believe, until proven otherwise, that most of them are like that.

That manager I posted about was an isolated incident. I know his problem. He thinks of management too much from the business aspect and not enough from the Guest Service aspect. That's fine, but if you manage purely as a manager (and we do need those people), please do it in such a place that you will never come into contact with guests or Cast during the time they are in a Guest area where their highest call is to help and care for the Guest.

I'm glad you had a great interaction with a manager, and I hope they're all like that at all the resorts.

I had a GSM at Pop Century who heard my exit spiel because my outside speaker was on. He came up, smiling, saw it was me, commented, and as he was walking away, called out to me, "Get off the bus!" followed by a genuine laugh.

I also had a great experience with one of the managers at the ASMusic resort during my trip in September. Big Wallaby actually got to see, and reap, the benefits of the help the manager offered to my little group (after having a drink in a rather large pinapple...).

We'd booked a room with two beds in it, which when it was originally two of us, was a great idea. A third person decided to come with us; the room itself was still great. Not a problem at all: I'd share a bed with my friends (two girls in one bed isn't a big deal), and he'd have the bed all to himself. The problems happened because of the third person's sleeping habits, not because of the bed arrangement.

Our first night there, he claimed to have gotten no sleep because my friend 'snored like a locomotive' (I didn't hear a sound, and I was four feet closer to her than he was!). I suggested he go down to the conscierge desk and ask if they had earplugs he could use, and he did so. He ended up speaking with a manager there, Richard, who went far above and beyond anything that was called for, or expected.

He didn't have earplugs available...but he did have a family suite available...which he promptly moved us to, and sent a bellhop back to the room to collect our bags and move them. Not only did he solve the issue, but he saved what likely could have turned into a really rotten vacation!

Kwahati wrote:I was just reading something that Big Wallaby wrote in another thread about a manager who was trying to yell at him while he was trying to give great guest service and it got me thinking about one of my favorite experiences this last week at WDW...

I was meeting my roommates for lunch at the Grand Floridian Cafe. This was a matter of convenience as they had just finished getting massages at the GF spa while I was at the Magic Kingdom (a monorail ride away). I got into the lobby and didn't see where I was trying to go. I would have explored and found it for myself, but I was running a little late. In the lobby, all the cast members were presently engaged by guests and the lines at the desks were quite long. I then saw a pair of managers (I'm assuming they were managers as they had on very nice suits and ties as well as CM name tags) talking to each other off to one side of the lobby. As I approached, I heard the one facing me say to the other "Hold that thought for one moment, I believe this young man coming our way needs a hand with something." Probably my body language and facial expression telegraphed that I needed directions, but I was so happy that these managers could break away from whatever business that they were conducting to have a short conversation with me and help make sure my visit was flawless. They first asked me how I was doing and I told them that I was much better now that I was there and how beautiful their hotel was. I also told them that I had met a couple of the people putting up their Christmas decorations late the night before and how beautiful it all turned out. The managers were so nice and said wonderful things about the hard-working CM's responsible for the over-night transformation. They then gave me the directions I needed (once I finally asked) and cheerfully asked if there was anything else they could help me with and to come back any time for any questions or just to chat about the decorations! I know that there are lots of horror stories about crappy management at WDW, and it's entirely possible that these same guys turned around the next moment and failed to back up a CM who was dealing with an unreasonable guest or something equally dumb, but in that moment, those managers being so wonderful and making themselves available to me made me think: this is exactly how it's supposed to be. That's why I go to WDW. The CM's who realize they have enough minutes in their day to spend a few making sure their guests are happy. :)

(Sorry for the unbridled cheerfulness. I know that's not what you people expect out of me. I'll now return to being a miserable prick. Thank you for your patience.)

Love that you had a great encounter with management! Makes the trip better. How come YOU were not getting a massage *from the Swedish Prime Minister* ;) (I KNOW ALL you reference freaks will get THAT one!!) I am so looking forward to those massages when we come in Spring, like you we like to be pampered...ahhhhhhhh.... :p:
You are not a miserable prick, you are now a happy prick, you just had a great vacation at WDW!
J/K, you are hardly a prick, Kwahati. You post here and love Disney. That makes you special!!!!! :D:
susi

Actually, I very much appreciated the humor of Kwahati calling himself a prick. I thought that was great. But only because I can't put "Kwahati" and "prick" together in a sentence on my own.