I love Disney World. I’ve taken my kids there for special one-on-one getaways, it’s been the destination for some of our most cherished family vacations, and now we are reliving it anew through the eyes of our grandchildren.
It has always been... magical. Not simply as an escape from the real world, or a place where the unimaginable becomes real, or where dreams take form,
... but magical in the sense of experience. And by that I mean the “guest” experience.
Disney has long set the standard for making a trip to Disney World (or Disney Land) the epitome of customer service. From transportation to the handling of lines, cleanliness to friendliness, attention to detail to attention to… well, everything.
That’s why it was featured so prominently in landmark business books such as Tom Peters’ A Search for Excellence, and why the Disney Institute offered packed seminars on customer service to Fortune 500 companies.
But during a recent visit, my daughter – whom I first took to Disney when she was eight and who was now there with her own eight-year-old – turned to me and said, “Disney just seems to have lost some of its magic.”
I had to agree.
The rides were still amazing, the immersive environment unparalleled, but that was never the full extent of the “magic” of Disney World. What she meant was the magic of how you were treated—the magic of customer service. They may say, “Have a magical day!” but they seem to have stopped contributing to it.
The “cast” operating the rides didn’t try to hide their boredom. Operators of boats transporting guests from park to park were openly short with guests when asked questions. When children acted like, well, children, there was open irritation. I saw trash in the park in ways I had never seen before (And isn’t that supposed to be an oxymoron – trash at Disney?). There was litter in the water ponds, food and trash spills uncared for on main throughways, and when you did see those tasked with cleaning, they were simply standing in an out-of-the-way place, often talking with fellow cast members. Anything but making the rounds to attend to things.
I could go on, but I don’t want to sound like “Grumpy.”
The point that any organization can learn from this is simple: No matter how you made your name in the past, you must continue to make it day after day. There is no resting on your laurels. And while people may overlook things for a season, due to other strengths you might have, that season may not last.
If you are an organization – business, church, school – what have you been known for? Are you still known for it? More to the point, have you asked your customers if you are still known for it?
I love Disney World.
But I hope they get their magic back.
James Emery White
Photo Courtesy: ©Pexels/Thomas Dudek
Published Date: October 10, 2024
James Emery White is the founding and senior pastor of Mecklenburg Community Church in Charlotte, NC, and a former professor of theology and culture at Gordon-Conwell Theological Seminary, where he also served as their fourth president. His latest book, Hybrid Church: Rethinking the Church for a Post-Christian Digital Age, is now available on Amazon or from your favorite bookseller. To enjoy a free subscription to the Church & Culture blog, visit churchandculture.org where you can view past blogs in our archive, read the latest church and culture news from around the world, and listen to the Church & Culture Podcast. Follow Dr. White on X, Facebook, and Instagram at @JamesEmeryWhite.