Why Customer Service Doesn't Have to be a Four Letter Word...

The Street of a Million Family Dreams

Customer Service has earned a reputation in the hospitality industry. I often hear people stating that customer service has lost it's edge, that there are no magical moments left. I beg to differ:
Do you remember the first time you glimpsed the vast expanse of the Grand Canyon? Took your first airplane ride? Watched fireworks light up the sky and saw the wonder on the faces of your children? How many moments of singular beauty and amazement have you encountered in your life? How many have you helped to create?

I remember zooming down the highway, in the backseat of my parents car, the wind blowing in the windows and James Taylor blairing from the 8-track. ( Yes, I am aging myself... there was no AC in cars back then.) My parents were on the front bench seat talking antimatedly about our destination... WDW! We were headed south from Virginia to Florida, going to the first family vacation that I can remember. Hours and miles clicked by, punctuated by infrequent and much needed bathroom breaks and the incessant cry of "how much longer?"
Finally we arrived at the hotel that we would call home for the next few days. We unloaded the car and my father, a career Army officer, sat down to recon the park for the optimum plan of ride and fun. Map in hand and sunclock on, our family approached the premier of all magical kingdoms, the amazing world of princesses and fairy tales.
I still remember the sounds, the smell of the bakery treats, even the feel of my sandals on Main Street. The most amazing memory of all is the look on my parents faces; they were shining with complete and utter joy. I remember my mother looking into my dad's face and saying, "thank you for making this all possible."
So, what is the point of this meander down memory lane? My reasoning is simply this; I know now, years later, what it takes to budget for, plan and execute a family vacation. I know how many pennies have to be saved, how many sacrifices have to be made by parents to provide a vacation for their family. In a perfect world the family makes thousands of memories, laughs the way through every day and comes back stronger and closer than they had ever been. We do not live in a perfect world, even on the beautiful streets of America's most amazing kingdom. Sometimes we forget the basic, simple truth that when we are dealing with the public, we are dealing with unique and individual opportunities. I try to remember the part that I can play in creating a memorable guest service experience. When I see each guest as a "once in a lifetime" vacationer, then I can overcome anything that might get thrown my way. I treat each one like I would want my parents to be treated; like I would want to have my family treated.

How much better would we feel about, care about and implement guest service if we got back to the basics of, "the customer IS always right." We may not be able to undo what has been and we cannot always save the day, but we can offer our ear to listen, our patience to understand and our talents to midigate or rectify. Take a moment and put yourself into the shoes of the guest that has saved and scrimped and sacrificed for this once in a lifetime trip, and you may find that your ability to make magic is renewed and your compassion restored. It matters very little what position we hold in our respective companies; guest service should apply to each person with whom we make contact. Guest, cast, GM or seasonal custodian; all of those who enter my sphere of contact deserve the best that I can offer.