A blog from Service Untitled. www.serviceuntitled.com
Disney has perfected crowd control. Very few companies do a better job at managing crowds than Disney and whenever I was in line, I was impressed with how well Disney manages the waiting process. The waiting areas for the rides and attractions are well designed and well laid out. They’re visually appealing, usually feature some sort of thing to look at or do, and were mostly indoors (which means mostly in the air conditioning). Once people are done waiting in line, Disney fills seats with ease and makes sure that it guests know exactly where to go. Any company that deals with long lines and large crowds can learn a lot from Disney and how they manage lines and crowds.
Employees are everywhere. I visited Disney’s Hollywood Studios on a Saturday and the park was busy with guests and employees. Employees (called “Cast Members” at Disney) were all over the place. If you had a question for them, they were almost always very nice and almost always very knowledgeable. The Cast Members probably get asked the same questions over and over again, but from my experience, they answered the questions with a smile. It is a lot less stressful for customers when there are lots of employees around who are happy to answer questions.
Disney does a lot of research. I saw multiple people with “Disney Research” logos on their shirts and was asked to participate in two simple surveys during the day I spent at Disney. One focused on my demographic data and another focused more on the overall park experience. Collecting data and using it to improve the customer service experience is essential.
They try to go the extra mile. A friend I was traveling with had a special request and Cast Members did whatever they could to accommodate his request. The general demeanor of employees and of the way the parked seemed to function was consistent with what I saw; Cast Members were dedicated to helping however they could and would gladly go out of their way to help.
They keep the experience simple. Disney could make the customer experience a lot more complicated if they wanted. They could charge more for certain rides or certain sections and so on. Instead, they break it down by park and keep it simple. You don’t have to buy anything besides the park admission ticket if you don’t want to. The result is a speedier and more convenient park-going experience. Companies should never underestimate the power of simplicity. Whenever possible, make the experience simple. It’ll make customers happier and save a lot of time and effort.