Theme park guests don’t like to be refused, but enforcing the rules maintains safety and fairness for everyone.
Here is a word that needs to be heard more often at Disneyland and other theme parks across the country and around the world.As a leader in the hospitality business, Disneyland is not in the business of saying “no” to its customers. When I went through my “Disney University” training before starting in the parks at the Walt Disney World Resort, I was taught to avoid the word.
That is a great idea for serving an individual customer, but good customer service is a collective act as well as an individual one. What you choose to do — or more to the point, ignore — for one guest can affect the experience for others. Last week, I spent the day at Disney California Adventure. As I often do, I visited alone, so I took advantage of the many single rider queues in the park to lessen my wait times. Single rider queues are one of those features that looks like an individual perk, but really serves to improve the experience for everyone.
Consider Radiator Springs Racers, which has the fastest moving single rider queue in the park. With a three-by-three seating arrangement, operators need to pull in single riders to fill all six seats on each car when the common parties of two, four, or five want to ride. An easily accessible single rider queue helps to ensure that the wildly popular Radiator Springs Racers runs at its maximum capacity, keeping the line moving and minimizing wait times for everyone. The demand for single riders on Radiator Springs Racers is so great that going through its single rider queue can save a visitor up to an hour over waiting in the regular stand-by queue. That encourages many park guests to go through the single rider queues even when they are not visiting alone.
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