This was officially the second full day in Orlando. The last time I was here, I believe I was five years old... so that has been just a few years ago. In the two days we have been here, we have really only gone four places - the hotel (Residence Inn), Disney World, Chick-Fil-A, and Wal-Mart. Out of all four places, only one has had offered lousy service and a bad experience. Want to guess which one? If you guessed, you were probably right... Wal-Mart.
I haven't asked what the wage difference is between a clerk position at Wal-Mart, a ticket person at Disney, an order taker at Chick-Fil-A or a front desk person at the Residence Inn. I can't imagine that there would be a big difference in wage. There is a BIG difference though in attitude and service. How can several companies find great people in one location and the other struggle with this? Is it because one company assumes that everyone is going to shop there and needs their service more than they need the consumer? Wal-Mart has frustrated me before but this was the absolute all-time worst service I have ever received from them. It was as if they were attempting to break the record of my bad service experience. They succeeded.
On the positive note... It is the little things that make the difference. At the hotel, it was the phone call from the front desk asking to make sure our room was okay when we arrived (this was the second time I have had this happen). At Chick-Fil-A, it is always being told "It's my pleasure", at the end of every transaction and them visiting my table to check to see if we needed a refill on drinks. At Disney, it is the smile I have seen on virtually every employee I have encountered - the ticket sales person, performers, tram drivers, janitors, etc... It is the little things, that usually don't cost a penny, that if a company will get right will go a long way. The cool thing is, everyone could implement these little things right now, right where they are and work.
