I work at Hollywood studios and my roles are attractions (the wonderful world of animation and closing firework show) and merchandise (in the three stores at the main Boulevard and Mobility at Oscar's.)
Before the show starts at Hollywood studios Safety is always important for Disney, that's why my teamwork and I make EMERGENCY WALKWAYS to keep fireworks cast members safe and of course the guests. When the show starts the lighting in the area is greatly reduce so people should be able to see the show, while people is arriving , most of the times they didn't notice the walkways so the stand in the middle of them, once they notice most of them recognize the importance of the walkway and stand in the correct side of the tape, but there are other type of customer that are not that happy when we ask them to stand aside for their Safety.
Paula Nino Higuera 2019
We all make use of the four keys as cast members as the wide service basics for providing an outstanding customer experience. Safety, courtesy, show, and efficiency (in that order) guide the Disney service culture, each with actionable lessons for providing outstanding service experiences.
Customers not respecting VIP ZONE
One of the situations I had to handle was with a family of ten people, 4 adults and 6 little kids, at the fireworks show there is a VIP zone that has two stairs to get in or off of that area, they are surrounded of ROBES that we take in and off whenever the VIP guest want to go or enter the area, as it is a simple robe, most of the kinds climb the stairs under the robe so they get into the VIP zone for a better view but they are not allow to because the people that stand or sit there is people that pay for it, It is about respecting one of the benefits that people who pay for that place have, even if it sounds a bit clacist or unfair, the rules are clear and that area is exclusive to them.
I told them to do not climb the stairs, before the show and during the show multiple times, in one of those times The mom of one of the Childs told me that they pay thousands to be in that park so she and all her family deserve to be on the VIP area, After explaining her that the people there pay for the Desert party she take off the robe and enter at the VIP Zone with all her family. I followed her and respectfully asked them to exit the zone and stand at one of the areas for them, She started arguing and asked to speak with my coordinator...
USING EFFICIENCY TO SOLVE THE ISSUE
Reference: The Four Keys. Walt Disney's vision for a great Guest experience. (2019) Disney University. Retrieved from :https://www.disneyinstitute.com/blog/
This is one of the keys that Disney constantly teach us, because is all about challenging us to evaluate how we can make it easier for guests to have the most magical time of their lives.
When she ask for my coordinator I explained to her that in order to speak with him we need to exit the Zone and meet him downstairs (at the PURPLE ZONE which is the name of that area) she refused to leave the area. The first show finish, so people start getting to the restroom, I told her we can talk down the stairs to figure it out a form of she in her family getting into the VIP zone if permitted, she finally left the area. I start talking to her waiting for my COD and I respectfully explained the reason why that was not possible and she apologized and told me she understand and her reaction was not the best. When my coordinator finally arrive, she explain to him that was a misunderstanding but thanked me for always being courteous.
At the end they couldn't stand at the VIP zone but I bring theme some ice cream for the kids, water and cokes because sometimes you just need to spread the magic.
Disney has allowed me to learn how to deliver bad news to customers by always OFFERING ALTERNATIVES. Sometimes Guests don't like Policies and procedures, the taste on the food, someone way of talking or their spot at the fireworks view, offering them different options to have a Magical day makes the difference between working and being part of the Disney cast members.