Three Customer Service Aspects I liked the most - Disneyland

I was in Disneyland last week with my family. Its a different world - an enthralling world.

I had heard about and read (http://www.amazon.com/BE-OUR-GUEST-Disney-Institute/dp/0786853948) about its legendary customer service. Now I had the chance of experiencing it in person.

Here are the three things I liked the most -
1. Setting Expectations: Each ride in Disneyland has an "estimated wait time". The actual wait time was "always" lesser than estimated wait time.
2. Managing Crisis:While we were doing the "Pirates of Caribbean" ride there was a technical glitch and the boats stopped midway. From the announcement to the apologetic demeanor of the attendants, every aspect was perfectly conducted - a very clear evidence of the amount of training that's imparted at Disney
3. Experience Management: From the set up to the politeness of the help staff (and yes, everyone in a Disneyland attire - from a food store guy to a floor cleaner knew enough to be able to help us) to the end of the fireworks, everything was designed towards creating an unforgettable experience.Disney sets the experience bar so high, its difficult to even imagine.. Most importantly, the experience simply "flows" -- there are just no interruptions -- and when you consider the widely different cultures that are being entertained there -- its an enormous achievement

We went to Universal too. And I must admit that they were very good as well. However, I would rate them a little less than Disney on the above parameters (especially,point 1 - wait time)

- Udayan

Comments

[Bithin]

I loved your perspective. However, if you are still a voracious reader as I knew you, I would recommend you read up the Book by Pine and Gilmour, called "Experience Economy". It had helped a lot when i started out in selling and managing service based projects in IT.

[D]

Customer service is a crucial differentiator between good and superior companies