Why We Do This

I started working as a mystery shopper. “Why not!” I thought. I have spent years training front line employees on guest service, auditing restaurants and verifying training compliance. What a nice way to earn a few bucks doing what just comes naturally.

And it is.

Sort of.

You see, I’m enjoying getting free food and odd items and assessing the service and cleanliness is really second nature. However part of this endeavor is extremely unsatisfying because I don’t get to give the feedback to the employees I’m assessing. Granted I don’t miss giving bad news or saying, “Hey, you blew it here,” but I DO miss giving the pat on the back. Just last night I did a mystery shop at a popular fast food chain. (Nope, not telling.) The food was perfect. The dining room was beautifully kept. The crew was great. It was, without a doubt, the best fast food experience I had in more than three years! And I couldn’t tell anyone about it.

Oh the restaurant will get the feedback eventually and they’ll look at the report and the date and piece together who was there and if those employees still work there they might get a “good job” from the manager or owner. But that just isn’t the same as being told, within minutes, that you really did a great job with that customer. Those moments send you higher than a kite. Those moments make all the bad ones worthwhile. Those moments make you feel like you can do anything! You know. You've been there!

And there lies the beauty of the What Would Walt Do program. The What Would Walt Do pin, presented to a cast member tells him or her that their service and attention was great, was appreciated and made a difference. The lag of corporate communication is cut out so the feedback you provide is infinitely more meaningful. This positive, meaningful feedback keeps cast members providing great service and more inclined to stay at their jobs, even on those challenging days.

You love Disneyland and Disneyworld. It has been a part of your life and the source of some of the best memories you have! Presenting a WWWD pin to a deserving cast member helps keep the good memories coming.

They’ve made a difference in your life. Make a difference in theirs.

- Allison

 

This Week's Featured Nomination

Marjorie's Sunny Disposition

I walked from the Polynesian to the Transportation/Ticket center on my way to find a bus to Animal Kingdom. I passed Marjorie (from Connecticut) in her scooter and she noticed I had a pin trading lanyard and offered to show me her pins, she also was able to show me where to go to catch the bus. Her whole attitude was just "sunny", her interaction with me, and even with her fellow cast members as I walked away was just so pleasant that I felt she exuded that "Disney attitude". She had a bright smile on her face and seemed genuinely happy to be there and to help. Her sunny disposition said to me "Yes, I am in Disney World."