Customers 1st

Disney World Delivers – Literally - All the Way to the Airport!

Discovering that my coin purse was missing on the final morning of the NACCM Conference was not a great way to start the day. A few dollars and credit cards were concerns, but my Texas Driver’s License was needed for identification to board the airplane that afternoon. I started retracing my steps to no avail. You know the scene, patting down your pockets, looking in your purse, checking under the bed, tearing the room apart and then starting all over again. I went to the front desk and Marva was extremely helpful as she offered to check lost-and-found and call me within the hour.

Long story short, nothing showed up but Southwest Airlines consoled me with the information that I could make the flight but to allow extra time to go through security. While waiting for the Magic Express to the airport, I checked the front desk one more time and Joey listened carefully to my plight. He began filling out a form and handed it to me – a complimentary taxi to the airport so I could arrive without any delays. This generous gesture and comfortable ride calmed down my flustered demeanor and first-hand showed me the exemplary customer service for which Disney is known.

Disney Institute facilitator, Jack Santiago, shared how symbols such as the Big Ears and the Magic Castle represent the heritage, culture and values of Disney. The quality excellence of their cast of stars is demonstrated in all the gift stores, restaurants, hotel front desks, grounds, and rides. The selection and training process really works. From the onset, Disney’s applicants are informed about the culture and the non-negotiable standards. Disney's intent on hiring for attitude and not aptitude is common advice that I give my clients. Disney also state that regardless of the level of schooling, Disney can train for 90% of the jobs but cannot train to have a good attitude.

By the time I made a smooth taxi trip to the airport, navigated through Southwest and security with little disruption, I knew that a little Disney Magic had worked. I applaud Disney because a fairy Godmother and Prince Charming are needed in everyone’s life during difficulties. Thank you, Marva Davis and Joey Lel.

Connie Brubaker

Integrity Training Solutions

www.ConnieBrubaker.com