Many years ago, a guest checking out of our Polynesian Village resort at Walt Disney World was asked how she enjoyed her visit. She told the front-desk clerk she had had a wonderful vacation, but was heartbroken about losing several rolls of Kodacolor film she had not yet developed. She was particularly upset over the loss of the pictures she had shot at our Polynesian Luau, as this was a memory she especially treasured.
Now, please understand that we have no written service standards covering lost luau snapshots. Fortunately, the hostess at the front desk understood Disney's philosophy of caring for our guests. She asked the woman to leave her a couple of rolls of fresh film, promising she would take care of the rest.
Two weeks later, this guest received a package at her home. In it were photos of the entire cast of our luau show, personally autographed by each performer. There were also photos of the parade and fireworks in the theme park, taken by the front-desk hostess on her own time, after work. I happen to know this story because this guest wrote us a letter. She said that never in her life had she received such compassionate service from any business establishment.
Heroic service does not come from policy manuals. It comes from people who care - and from a culture that encourages and models that attitude.
