Lee Dunbar

Mar

12

Mickey MouseWe recently returned from a week long vacation at Walt Disney World. Going to Disney, you have certain expectations about the service you will receive as a guest at the resort & parks. I must say that our expectations in this regard were most certainly met – and actually exceeded in a most unexpected way.

You see, our vacation didn’t go off without a hitch. I awoke the second night of our trip and our 3 year old had a very high fever. We went to the front desk of our hotel on the Disney resort and asked how we could get him to a doctor. The woman cast member working the desk told us she would phone a cab and ask them to meet us in 20 minutes. Off to the Celebration hospital we went, only to find that he had an ear infection – the nurse joked that they were seeing lots of Canadians that week. About 8 hours later, we were back at the resort. This is the type of service we were accustomed to with late night visits to the emergency room at home, and nothing really stood out either way.

Luckily, my older son was able to spend the morning at Magic Kingdom with his grandparents while mommy, daddy and the sick little boy rested.

The next morning we woke up and our 6 year old was complaining about sore ears. Ugh! Here we go again! This experience however was a little different.

When we went to the front desk to order a cab, the woman cast member working the front desk suggested that since it was during the day, we could go to the clinic instead of the hospital. She called the clinic and within 10 minutes a free shuttle arrived to pick us up. The driver, (a very pleasant fellow, who we learned though small talk, had moved to Florida to retire with his wife and picked up this part-time job for extra spending money and “something to do”), took us straight to the clinic.

The clinic itself was fairly busy, and aside from the large screen TV playing ‘Finding Nemo’, it didn’t really stand out from any other. My older son, it seems, also was suffering from an ear infection and was given a prescription. We were told that the shuttle was on the way to take us back to the resort.

The shuttle showed up, and while we saw a few different ones, we ended up with the same driver. He asked us if “the little guy” needed a prescription and we confirmed that he did. He took us to a pharmacy, and told us that it shouldn’t take long because the clinic usually faxes the prescriptions to the pharmacist. I stayed in the shuttle van with my son, and my wife ran in – in about 5 minutes she was right back out. Wow!

We were headed back to the resort when the driver asked about our plans for the day. “MGM,” we replied, “Our younger son is already there with his grandparents.” The driver asked if we had everything we needed, and after checking that a) we did and b) my son felt up to it, we confirmed that we were ready to go straight to the park. The driver suggested that instead of dropping us off at the resort, he could take us straight to the park and save us the travel time. Great!

While we expected to see great examples of customer service on our trip to Disney, we would have never thought such a great example would have come from a medical clinic, and we would have never expected that type of service from a clinic anyway.

Tags: Brand Experience Stuff, Customer Service Stuff, Experience Design Stuff, Marketing Stuff
Comments: No Comments

 


 

Search


Categories

Archives from Recent Months

Archives - Yearly