U know where that is? I never knew that...till May this year when I visited it and fren told me.

 

U, n prob legions of fans know it - Disneyland

 

Was never a Disney kid as I was attracted to other cartoon fare and after I heard so many negative reviews of Disneyland HK, I didn't go with high expectations and ended up delighted with my positive experience, which I've been sharing with those around me, especially those looking to visit.

 

Thanks to 2 travelling companions well-versed in Disneyland knowledge (having visited the USA one), we rushed for all the live and 3D animated shows like Lion King mini musical, Golden Mickey Oscars show with real hosts + cartoon footage, and High School Musical energetic dance numbers with infectious energy, catchy tunes, simple lyrics and slick moves.

 

Yes, the rides were not very many and mostly family oriented. The park not very big but the pros is you can cover most of it in a day. Oh and the free train that circled the park was lame - you sit sideways to enjoy the view but what view? Just bushes and trees

 

The longest queues were at the character signings and photo-taking, which we didn't bother with - fren ended up shooting Donald's fluffy butt that looked good to spank! Haha

 

We spent most of the time gift-hunting in the shops oh and among the 1st to dash into the cafe for lunch at 1130am, portions were good, cream of mushroom soup excellent. Worth your dough. Bakery was even better - wish I could sample everything - believe those were USA recipes and of a consistently high international standard.

 

U might be wondering how come I suddenly review Disney when it's been 5 months since?

 

Cos I was reading Phillip Kotler's Marketing book yest that cited a Disney case study on exemplary customer service. I recalled my experience and found it true!

 

Did you know that every new employee has to pass training at Disney University before they start work? They have to memorise Disney history so that they can answer every tourist's question. They see litter in the park, they pick up, they volunteer to take pictures for tourists, they must be always friendly, warm and helpful.

 

They are trained never to say no, that's not my job. And the customer is always right! May sound like very old-fashioned principles but in this increasingly jaded society with very PR-customer service, lotsa hits and misses, disgruntled or sometimes even downright rude service staff, it sounds heavenly.

 

Maybe cos I've been hit left right centre with poor customer service, sad to say, mostly from PRC in SG. (ok more of that next time)

 

What blew me away is that the book says to keep Disney feeling and looking fresh, the Main Street painters strip every rail in the park to bare metal and apply a fresh coat of paint 5 TIMES A YEAR! Was thinking, hey it's just a railway who cares if it looks sparkling new, but it's sure darn proof of their incredible service quality if it were true.

 

And they did impress me with their service - from the internet reservations officer, front desk, porter, chambermaid (cutely dressed in the dark grey n white chambermaid dress), park entry staff, F&B, shop attendants...wish I could pick a fault but I couldn't. They were not only professional in their uniforms and manner, but were efficient, friendly and really felt sincere. The chambermaid helped test a faulty kettle and ran to replace one, but still didn't work. She suspected a fuse and really ran to get it fixed for us. We told her no hurry as we were heading out, just as long as it was done by the time we got back.

 

Another good customer service example I can think of is Hard Rock. The servers were chatty, forthcoming with witty remarks, recommendations and I've even seen a server sit next to a customer, while taking orders, like a friend. Of cos their vibe is a diff one, more laid back and cool in my view.

 

Back to Disney, Kotler attributes their magic and success to their impeccable service and maintainence, especially in this mismanaged, hectic, tiring world, you drop your emotional baggage at the doors and immerse in their fantasy world where it's always cheery and warm.

 

And this appeals to everyone under the sun, and it's virtually foolproof - what brilliant marketing!

 

I'm sure u'll agree u tend to shun a place with bad service, cos the tot isnt very welcoming, especially when u're paying n nid to put up wif lousy attitudes n nonsense, just like how me n my crab kakis tolerated the insufferable Joo Chiat zi char family - that makes for another blog entry hahaha

 

I can tell u a whole string of bad experiences but only rem precious few gorgeous one, Disney for sure.

 

Ok till next time, meanwhile hope u meet good service staff ;P