My family and I recently spent a week in Orlando and enjoyed the Florida sunshine and lots of heat! We braved the summer crowds with days at Disneyland and Universal Studios, and down time at our rented house and pool. For anyone that has experienced these theme parks, I’m sure you would all agree that customer service is extraordinary! We spent one day at Magic Kingdom, and from the moment we entered the park, you could feel the “Disney magic”. The park was spotless, every Disney person was courteous, smiling and striving to meet all guest’s expectations and deliver service with excellence. They certainly found ways to help everyone and spread lots of joy and happiness! It was contagious and they certainly live into being “The Happiest Place On Earth”.
Sadly, not all of our service was delivered with excellence. We rented a great home through VRBO, which is a Vacation Rental By Owner service. The property was beautiful and there was a welcome message for us, with information about the property management company to contact for any issues. On day 3 our garburator stopped working and the dishwasher was overflowing into the sink and on the kitchen floor. We immediately contacted the property management company and they said they would immediately send someone over to fix it. We arrived home after a long day at Universal Studios to find it wasn’t fixed and no one had come to fix our problem. Our expectations were definitely not met. Despite numerous emails and phone calls, no one came to the house during our 8 days to address our concerns and we had to deal with a blocked sink and overflowing dishwasher for the remainder of our holiday. This lack of customer service was extremely disappointing and such a stark contrast to our experience at Disneyland and Universal.
Bethany is certainly not a theme park, but we too are living into Service Excellence and our Standards for Service Excellence. These standards guide our behaviours to deliver excellent service to all we serve. Let’s all create some of the Disney magic through finding ways to help others and spread joy and happiness. Happy residents, families, tenants and staff create a dynamic and engaged workplace. Imagine a future where Bethany is considered “the happiest place to live and work”. I believe that future isn’t too far away and is absolutely possible.
– Lisa
Leave a Reply