Disney Has Great Customer Service — Until They Don’t
A recent trip to Disney World provided an important reminder about customer service and experience: The real test isn’t when everything goes right — it’s when things go wrong.
From pre-trip planning through most of our stay, Disney largely lived up to its reputation. Hotel reservations? Check. Dining reservations? Seamless all week. Assistance getting on and off rides due to a bad leg? Absolutely exemplary.
Disney truly shines when it comes to supporting guests with mobility and other challenges — and they do it in a way that makes people feel included, not like an inconvenience. That’s no small thing.
We did encounter a few issues, one of which was a major disappointment. I had booked a special room for one night through the Disney Vacation Club Store. On the morning of our stay, a cast member informed me we’d been moved due to a mechanical issue in the original room.
After explaining that I’m not a DVC member, had purchased points, and may not be returning for years, Disney stepped up. They offered a $250 gift card to cover dinner at Citricos — one of their fancier restaurants — and moved us to a replacement room in the new Polynesian Tower with a spectacular fireworks view.
As my friend and coworker Kevin Weitzel would say, “Not too shabby.”
Despite the disappointment, Disney made every effort to preserve the magic.
Where the Experience Fell Apart
Everything was great… until we got home.
I had purchased a fun tiki lamp at the Polynesian Resort and had it shipped. When it arrived, it was broken. I called customer service and immediately got that sinking “oh no” feeling — the call center was clearly not U.S.-based.
The first representative assured me it would be handled and that I’d receive an email shortly with return instructions.
That email never came.
I called again the next day and was told there was no record of my previous call, so we started over. The representative repeatedly asked for a reference number I couldn’t locate on the receipt. After reviewing it multiple times, she finally asked for a screenshot.
Her first question after seeing it:
“Did you make the purchase with a MagicBand?”
I had.
And that turned out to be the issue. MagicBand purchases are apparently tracked differently than other transactions — despite charging the same credit card on file — which is why they couldn’t locate my order. Once that was sorted out, the return was processed, and a replacement lamp arrived a couple of weeks later.
Lessons That Apply Far Beyond Disney
A few takeaways stood out — and they apply just as much to home builders and their partners as they do to theme parks:
1. Technology must work — and track correctly.
If you’re using tech, it has to function reliably behind the scenes. If you have interactive floor plans on your website, for example, make sure:
- Furniture planners are scaling correctly
- Dynamic pricing pulls from the right database
- Leads are routing to the correct sales team for fast follow-up
Disney isn’t alone here. I’ve had recent inconsistencies between apps and websites from Costco and Bank of America as well. When systems don’t align, customer confidence erodes quickly.
2. When problems arise, don’t hand clients to the “B team.”
Dissatisfied customers are rarely easy — which is exactly why this is when your A team matters most. Clients need to know their concerns are being handled by someone with both the skill and authority to resolve the issue.
3. Consistency prevents (and softens) problems.
This is why Outhouse assigns dedicated account managers instead of using a random project queue system. Clients know exactly who to call — whether placing an order, making revisions, or addressing an issue. Fewer handoffs mean fewer glitches, and stronger relationships mean faster resolutions.
A Home-Building Parallel
This reminds me of a new-construction home I purchased several years ago. During most of the build, the superintendent was excellent — clear communication, quick responses, and deep familiarity with our home.
About two-thirds of the way through construction, he took another job, and a new superintendent was assigned. He was fine, but didn’t have the same knowledge of the home or history of decisions.
On closing day, he couldn’t be there at all. Instead, a builder representative who had never set foot in the home — and wasn’t part of the closing team — handed over the keys. There were still major punch-list items outstanding, and while everything was eventually resolved, the confidence we’d built along the way took a hit. It was a rocky handoff at a critical moment.
A Timely Reflection
A new year is always a great time to step back and assess your customer experience:
- Where are you excelling?
- Where are handoffs breaking down?
- Are your systems and teams aligned?
- Are you building confidence — or unintentionally creating friction with clients?
The magic isn’t just in getting things right.
It’s in how you respond when they don’t go according to plan.
Merry Christmas, and cheers to you, your family, and coworkers for a happy, healthy and prosperous New Year!
If you need help with any of your home builder marketing and branding needs:
