Will Disney be ignoring all guest comments?
I've spent quite a bit of time in Busch and Six Flags theme parks this summer, talking with park managers who have made a point of insisting that their companies read and respond
to every written or e-mailed guest comment that they receive. I haven't written a guest comment to either company since, well, ever, so I don't have any first-hand experience with whether that is indeed the case. But the managers I spoke with felt strongly enough about the topic that they brought it up.
Now, for the other side... Al Lutz reports on MiceAge this week that Disney won't be even reading comments from its guests anymore. In the section titled "Mickey, Can You Hear Me?" Lutz reports that Disney, in response to lawsuits from guests who allegedly made suggestions that Disney later adopted, won't be allowing guests to fill out comment cards inside the park. Nor will it even read letters about theme park visits sent in by guests.
"When [a] letter contains a phrase or sentence that mentions a visit to a Disney park, it is folded closed. Once closed, the visitors letter is attached to a form letter that politely informs the reader that this correspondence has been formally rejected by Disney for liability reasons and has been returned to the sender without further acknowledgement of the company.
"The form letter and the visitor's original letter are then stuffed into a larger envelope, and the packet is returned to the sender via regular mail."
OMFG. I can't even wrap my head around this one. You've got to be kidding me.
I put Al Lutz in the same category as Jim Hill: I'll believe it when I see it.
i am very disappointed to hear news like this. when i worked there it was crammed into our brains that custumer service was number one. and that guest are heard. this is somewhat troubling in my opinion. but for some reason, and i hate to say this, but its not too surprising. ive felt there is a hidden side of disney's leadership that are just like "who cares what happens to them, were still making the money". but that may not be true. but i feel like that sometimes. but there must be a logical reason for all this. i have all faith in disney
I can say I have written quite a few comments to Six Flags this season regarding Great Adventure, and every single one, even those thanking them for a previous assistance have been answered very uickly and I have to say each response has been very helpful and addressed the uestion or concern precisely.
I blame the damn lawyers, and the lawsuit mania infecting the U.S. If it really has become a problem for Disney, what can they do? They can't leave themselves exposed to malicious lawsuits all the time.
I think it’s all BS and I don’t believe everything I read anyway.. Heck I don’t believe the things I write either….You know, because then I re-read what I just wrote and like I said I don’t believe everything I read… hahahahahahaaahahaha
As far as I know, they read the comments, but what they do with the opinion is unknown.
As for the concern about lawsuits, California has a "malicious prosecution" law that allows defendants to sue the living daylights out of anyone who brings a frivolous lawsuit against them.
Busch has always responded quickly to my comments, which I've always submitted via email. Usually, I get an email back within 24 hours. I've asked for ingredients lists for food items, inquired about special events, and once reported a website problem I was experiencing -- that kind of thing.
I don't buy it. My wife sent an E-mail query to Disney World not that long ago (granted, not in California). It mentioned a previous park visit, but it was answered promptly and courteously and contained all the info she'd asked for.
^ One does have to wonder if this is truly the policy, or one employee misrepresenting the situation, or some other mistaken report.
I agree in that it is hard to believe that this kind of policy would be enacted by any "service" company. Disney provides a service of entertainment to the guests and a dis-satisfied guest will discuss their problems with more people than the satisfied guest.
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