Thought 09MAR2010

CUSTOMER SERVICE IS NOT A MICKEY MOUSE AFFAIR
Not too long ago, a guest checking out of our Polynesian Village resort at Walt Disney was asked how she enjoyed her visit. She told the front-desk clerk she had a wonderful vacation, but was heartbroken about losing several rolls of Kodak colour film she had not yet developed. She was particularly upset over the loss of the pictures she had shot at our Polynesian Luau, as this was a memory she especially treasured. Now, please understand that we have no written service standards covering lost luau snapshots. Fortunately, the hostess at the front desk understood Disney's philosophy of caring for our guests. She asked the woman to leave her a couple of rolls of fresh film, promising she would take care of the rest.

Two weeks later, this guest received a package at her home. In it were photos of the entire cast of our luau show, personally autographed by each performer. There were also photos of the parade and fireworks in the theme park, taken by the front-desk hostess on her own time, after work. I happen to know this story because this guest wrote us a letter. She said that never in her life had she received such compassionate service from any business establishment. Heroic service does not come from policy manuals. It comes from people who care - and from a culture that encourages and models that attitude.
Valerie Oberle, Vice President Disney University Guest Programs - extracted from 'Chicken Soup for the Soul at Work', Jack Canfield, Mark Victor Hansen, Maida Rogerson, Martin Rutte & Tim Clauss, Health Communications, Inc., 1996
Min ihobb ibati / He who loves suffers - Maltese Proverb