Of course one always has the option to insist to the point where your comments are included as part of the police report. At lest you know they won't shred that.....

In reading the reports from Al Lutz and David Koenig again they don't quite agree in what CMs will do with the comments received verbally from customers (David doesnt talk about anything beyond the customer/CM interaction at City Hall). In David's version the appearance of taking record of the complaint is maintained even if nothing much gets done with it.

I agree, but...

The possible problem with that is a CM has to decide who's complaints are shreded and who's aren't. How do you write the SOPs for that? Wouldn't a "Frivolous Complaint" be subjective?

And if it gets out that after you complain Disney just shreds the complaints at the end of the day, then it will be a PR issue bigger than the one this new policy will generate. I mean, once Disney accepts the complaint form, is it not a legal document?

It's not a "legal" document in that it doesn't obligate them to do anything, not even keep it.


But it would be very poor guest relations to simply shred the comment forms upon receipt.

Legal doc? Really?

All I can speak for is my experience at the library. We have comment forms. No matter how frivolous your comment, we hand it to whomever should handle it, usually a supervisor of some sort. If they write down their phone number or address, we contact them. Seriously, no matter how trivial or stupid. If you wish to complain to the Librarian in Charge, about anything, you can, at any time, and they will stand there and listen and respond.

This only works because at maximum, our head supervisor handles one a day. It's usually more like one a week. Recently we made a change, a stupid change, and we're getting pretty steady complaints, but even that is totally manageable without any problem.

It's all about scale.

Yes, it is.

Think on the Disney money scale. It's vast. To expect them to run a more complicated operation than the library could manage is, I believe, perfectly reasonable.


To expect them to err on the side of guest satisfaction, as the library policy does, is pretty reasonable, I'd say, for a company named Disney ... perhaps less so for a company named ExxonMobil.



Yep, Disney has set itself up for a pretty high level of guest service, and has set itself with the money and resources to accomplish it.


I like it when they do, and don't when they don't. that simple.

But that is exactly what the current situation does (per Al's description). You give your comment verbally. The CM makes up a list of the comments received. They telephone whoever is appropriate for the comments deserving forwarding and then they shred the list they created.

I really don't see how this is any less complex than the previous method. How it saves CM time, and how it isn't horrible customer service to leave the customer with no other feeling of result other than having had a front line CM listen to them rant (or compliment or whatever)

Legal no, but don't underestimate the power of ISO-9000 standards. Depending how seriously a company takes ISO standards, it might as well be law. A company as large as Disney gets a LOT of scrutiny into their operations, or so I've heard. So it doesn't matter how retarded and inflexible it obviously is, you'd better have a squeaky clean record with the ISO committee. Wouldn't want that stock price to drop, would we? So yes, you will be keeping every single scrap of paper that any of our customers hand to us. For no other purpose than to say you have it and it's accessible. I have fortunately not had the pleasure of working for a company that's that draconian about it, but it's easy to see how a company could very quickly go down that path.

It's one of the many things I despise about corporate culture right now. But it's a fact. And the whole getting rid of paper just screams of managers sick of dealing with that overhead in their department for absolutely no reason other than show to investors, so they found a way around it. Get rid of the paper.

I used to work at a public (as in listed on NASDAQ) gaming company. We'd get all sorts of people who'd send in the next "brilliant" gaming idea. We made copies of their letter and send them back with a sorry we don't accept unsolicited ideas letter. It sounds like this is something similiar - so you can't sue them for say your brilliant idea of bringing the peoplemover back or an additional drinking fountain somewhere. Most companies don't take unsolicited "suggestions".

Paper based systems are inefficient - I see this as a way of eliminating a cumbersome paper process.

I don't think Disney is ISO 9000 certified, is there an ISO quality standard for entertainment? If we're going to throw around irrelevant standards or requirements I think we should stake our complaints on Sarbanes Oxley Instead.