Page 85 - Harnessing the Management Secrets of Disney in Your Company

66 The Disney Way

We have been wowed many times by Disney’s exceptional attention to
guest problems and complaints. One example occurred when we were visit-
ing Walt Disney World with a group of clients. After we had all checked into
the hotel, we quickly departed for dinner. As we were riding along in one of
the in-park buses that shuttle visitors around Walt Disney World, the driver
asked us how our rooms were. One of our clients mentioned that the faucet
in his bar sink had an annoying drip, and he added that he hadn’t had time
yet to report it to maintenance.
“Sir, I’ll take care of it for you,” the driver assured him.
We didn’t give it another thought, but when we got back from dinner
about 10 o’clock, the faucet was fixed. And then, more impressive yet, shortly
thereafter the driver showed up on his own time to make sure that the prob-
lem had been taken care of. This is the level of service you should aim for
when you ask your employees to treat every customer like a guest in their own
homes. The bus driver was truly committed to making the guest experience
the best it could possibly be. That is service with a capital “S.”
John Dunn is chairman and CEO of Dunn Hospitality Group (DHG), a
privately held company that owns and manages 19 Midwest hotel properties,
mainly Marriott and Holiday Inn brands. In our work with John, we were
impressed by the cordial and most welcoming environment of his properties.
No pretense, no stuffiness, but simply a commitment to offering guests com-
fortable accommodations at affordable prices with a dedicated staff to service
their needs. In each hotel room, hangs a framed copy of a so-called ancient
prayer for “The Stranger within Our Gates” It reads:

Because this hotel is a human institution to serve people, and not
solely a for-profit organization, we strive to ensure you will experi-
ence peace and rest while you are here.
May this room and this hotel be your “second” home. May
those you love be near you in thoughts and dreams. Even though
we may not get to know you, we hope that you will be comfortable
and happy as if you were in your own house.
May the business that brought you our way prosper. May every
call you make and every message you receive add to your joy. When
you leave, may your journey be safe.
We are all travelers. From “birth till death” we travel between the
eternities. May these days be pleasant for you, profitable for society, help-
ful for those you meet, and a joy to those who know and love you best.