Talking Point: The Disney Institute Blog

Anticipating Guest Needs

May 10, 2012 by Bruce Jones, Senior Programming Director, Disney Institute

One of the little “wows” we like to surprise our Guests with is resolving a problem before they have to ask for help. We take the time and effort to study what our Guests need and want, along with their emotions and stereotypes. For instance, our Cast Members often recognize when a Guest is lost or looking for a restroom and know to approach him/her for help before he/she even has to ask.

Hire individuals that take an interest in others and genuinely care about making a difference. If you hire for attitude and train for aptitude, you are on your way to creating something special for all of your Guests.

What can your organization do to better anticipate and respond to Guest needs?


Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Quality Service | Tagged Quality Service, Anticipating Guest Needs | 2 Comments

2 Responses to Anticipating Guest Needs

  • Jim says:

    on May 10, 2012

    I do this all the time at work. I love watching the surprise on my guests faces when I surprise them with an answer or item they need but hadn't even asked you for yet. I feel like Radar O'Reilly from MASH. They think I'm psychic. But all it takes is good set of ears and eyes.

  • Amber S. says:

    on May 10, 2012

    That is so true, while visiting WDW in January, we stopped to eat at the Pecos Bill Tall Tale Cafe in Magic Kingdom and we got our food and sat down and realized I had forgotten to ask for sour cream for my taco salad. So, I get up and start walking to the front and a castmember stops me and says, "I bet you are needing sour cream, aren't you?" At that moment, I realized just how well that the castmembers were not only doing their jobs, but really studying their guest to make sure they would have everything they need and anticipating if someone would need something. That is customer service at a 10 and it made me feel like I was being looked after. And it was only sour cream. But I remembered that experience because it had such a positive impact by that one person.

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