Saturday, March 28, 2009

Kudos to the Disney Swan Dolphin Resort

My view of judging a company's customer service is not how they do things right - but how do they respond when something does go wrong. We ship packages on a daily basis to the many Disney resorts in Lake Buena Vista Florida at Walt Disney World. In the six years of doing business with Disney I can't remember ever having a problem or a lost package. So I was very surprised when last Sunday night our JetSetBabies phone rang and it was a customer who had just arrived at the Disney Swan Dolphin Resort and had been told they could not find her JetSetBabies package.

I first looked through our notes on the package and we had called the hotel a few days prior and spoken with an employee at the Concierge Desk and he confirmed that he had the package and it would be held there until the guest arrived Sunday. I called the concierge desk immediately and talked to the person working that night. The employee we spoke with had already left for the day, the package was not there, and it had not been logged in their book. He stated that he had put in a call to security to look for the package.

I then called my employee who had spoken with the hotel earlier in the week. He stated that he still had the number for the Receiving Dept at Swan Dolphin and he had originally spoken with the department manager - he would call again and see if he could reach anyone.

Well, this is where I think Disney really shined. My employee dialed the number. The Receiving Department was closed but the phones forwarded to Department Manager's cell phone who answered our call at 8:30 p.m. on a Sunday night. He said he remembered everything clearly - he knew exactly where the package was, and if the security guard was unable to find it, please call him back and he would drive into work and get it for the guest!! Now that isn't just good service - that is what I consider great service.

By the time I called the concierge back with this information, they had already found the package, and had delivered it to the guests room. I called our customer as she was unpacking the box. She was thrilled and I was thrilled. So hats off to Disney Swan Dolphin for an opportunity for both of us to show our great customer service skills!

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