Magic Moments

These are what we learned about in training as those things you see in Disney commercials. Those things that we are now responsible for thinking of and making happen. I had my first one today.
It all started when I was changing trash liners and watching guests pass by underneath the daily thunderstorm forming. A woman in a wheelchair and her husband about 20 feet away from me were working on getting an umbrella out and open when the handle completely snapped. I approached them and all I could see was cracked wood and splinters everywhere. I asked if that had just happened, they said yes and asked for tape to fix it, and I told them I would be right back... I had something better in mind.
Many of you may know that most every major customer-oriented company holds to the motto that "The customer is always right." Well, Disney changed it up a bit and we believe that "The guest is not always right. But they are still our guest." With this in my head, I continued on my mission.
I made my way to the nearest gift shop and after a very short chat with the manager, I walked out of the shop and back towards the couple with a brand new Mickey Mouse umbrella in my hand. As I approached, the husband looked somewhat confused and I handed the umbrella to the woman and said, "This one might work a little better." She looked at me in awe and was speechless. Her husband thanked me and asked to where and when they should return it. I informed him that the umbrella was their newest souvenir. The woman gasped and they both shared that biggest smiles and thanks they could possibly muster. She grabbed my hand and shook it ever-so meaningfully. I told them it was my pleasure and went about my trash bag business. I could see them looking at their brand new umbrella and smiling at each other and before they walked off, the husband walked over to me, looked at my name tag, shook my hand, and said, "Thank you so much, Maddi." My eyes filled once more as I watched him and his wife walk away waving at me.
What a telling story. All I did was replace a broken umbrella. It was really so simple and something I would have done for anyone in any situation. But the legacy of Disney and their impeccable customer service turned this act of kindness into a surreal moment for two grown adults who probably could have afforded another umbrella and would have had a wonderful day anyways. It feels amazing to know that I was part of making their wonderful day something truly magical that they may not forget for a long time. That umbrella is going back home with them in a few days and may sit in a closet and never get used again. But it will always have some pixie dust on it...