It’s been two weeks since I sent my letter to Disney’s Guest Communications on April 13 regarding the harassment I received from Disney Security while taking photos at Downtown Disney. I asked them to provide a response within two weeks before I would attempt to escalate the issue. When I sent the note, and auto-responder said that I would receive a reply within 12 days. Sadly, I haven’t received any communication from Walt Disney World.
I’m sure someone at Disney is aware of the issue, as my server logs indicate 38 visits from Disney on the 13th and nearly four dozen visits overall since I sent my note to WDW Guest Communications. I think two weeks is a sufficient amount of time to perform some preliminary investigation into my complaint and contact me, even if they did not have a resolution at the time.
To me, this is just another disappointment in guest relations from an organization that I truly felt was a world leader in the field of hospitality. In fact, this is somewhat more disappointing than my initial encounter with Disney Security. I presume that every Disney employee who interacts with guests has some basic training to deal with people, but security guards aren’t really known as the friendliest people in the world (with some exceptions, I’m sure). However, the folks who work in Guest Communications ought to be the best people in the world at relating to people who have some complaint.
Think about it. If Disney is, as I had imagined, the world leader in hospitality, then the people who deal with complaints there ought to have the most experience and best training for dealing with disappointed or even angry guests. The fact that they couldn’t find the time to even reach out and let me know they were working on my issue is beyond pathetic. Forget about my statement of two weeks. Disney failed to meet its own objective to respond within 12 days.
I know that the people who work at Walt Disney World are real people with problems of their own. It’s not magic that happens. It’s training and a commitment to do your job that matters here. If you have a job in Guest Communications, I would think that communicating with a guest, whether you agree or disagree with his issue, would be part of your job and the minimum acceptable level of performance. It’s one thing to try and fail. It’s also OK to disagree. Failing to even try just isn’t something that earns anyone’s respect.
Perhaps that’s not surprising when you don’t deal with identifiable people. There’s no one for me to hold accountable at Guest Communications. My objective now is to communicate with someone who can and will hold them accountable. My objective is to deal with someone who has the authority to make a decision and take action.
It seems my father’s old advice still rings true: Don’t waste time with the peons. Just go to the top.