Why Saying No Is Important For Disneyland

It’s a word that needs to be heard more often across the nation and around the world at Disneyland and other theme parks.


As a leader in the hospitality business, Disneyland is not in the business of saying ‘no’ to customers. When I went through “Disney University” training before entering the Walt Disney World Resort parks, I was taught to avoid this word. If there’s something you can’t offer your guests, hospitality training will tell you to offer some alternative instead of just refusing.

This is a great idea for serving individual customers, but good customer service is not only an individual act, but also a collective act. Choosing what to do for one guest, or more importantly ignoring it, can affect the experience of other guests.

Last week we spent the day at Disney California Adventure. As usual, I visited alone, so I took advantage of the single-rider line in the park to reduce the waiting time. Single Rider Queue is one of those features that looks like an individual perk, but actually helps improve everyone’s experience.

Consider the Radiator Springs Racer. It has the fastest moving single rider line in the park. In a 3 x 3 seating arrangement, if 2, 4 or her common party of 5 want to ride, the operator will pull in 1 passenger to fill all 6 of her seats in each vehicle. is needed.

An easily accessible single rider queue helps ensure the wildly popular Radiator Springs racers are running at maximum capacity, keeping the line moving and minimizing wait times for everyone. Demand for single riders at Radiator Springs Racers is so high that passing through the single rider queue saves visitors up to an hour rather than waiting in the normal standby him queue. This encourages many park guests to pass through single-rider lines even if they are not visiting alone.

As long as those guests understand they have to sit alone and not in a party when they load up, that’s fine. After escorting you to the rider line, you will see parents trying to sit with you. So I want to thank her members of the Radiator Her Springs Her Racer cast for firmly saying “no” to the parent when I visited last week. Enforcing rules for one person helps maintain a fair experience for everyone.

In that spirit, I’d also like to thank all the park employees who look for and stop line jumpers. Thank you flight attendants who say ‘no’ to families when kids are too short to ride safely. And thank you to all of our guests who say “no” to their kids and friends when they interfere with other people’s experiences.

Saying “no” often invites backlash. So I would like to express my sincere gratitude to everyone who is working so hard to keep us safe and fair.

https://www.siliconvalley.com/2023/05/09/niles-why-saying-no-is-important-for-disneyland/ Why Saying No Is Important For Disneyland

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