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Not too long ago, a guest checking out of our Polynesian Village resort at
Walt Disney World was asked how she enjoyed her visit. She (61)
the front-desk clerk she had had a wonderful vacation, but was
heartbroken about losing several rolls of Kodacolor film she had not yet
(62) She was particularly upset over the loss of the
(63) she had shot at our Polynesian Luau, as this was a memory
she especially treasured. Now, please (64)
that we have no written service standards covering lost luau
snapshots. (65) ,the hostess at the front desk understood
Disney’s philosophy of caring for our guests. She asked the (66)
to leave her a couple of rolls of fresh (67)
,promising she would take care of the (68)
. Two weeks (69) , this guest
received a package at her home. In (70) were photos of the
entire cast of our luau show, personally autographed by each performer. There
were also (71) of the parade and fireworks in the theme
park, (72) by the front-desk (73) on her
own time,after work. I happen to (74) this story because this
guest wrote us a letter. She said that never in her life had she received such
compassionate (75) from any business establishment. Heroic
service does not come from policy manuals. It comes from people who care—and
from a culture that encourages and models that attitude.