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Not too long ago, a guest checking out of our Polynesian Village resort at Walt Disney World was asked how she enjoyed her visit. She{{U}} (61) {{/U}}the front-desk clerk she had had a wonderful vacation, but was heartbroken about losing several rolls of Kodacolor film she had not yet{{U}} (62) {{/U}}She was particularly upset over the loss of the{{U}} (63) {{/U}}she had shot at our Polynesian Luau, as this was a memory she especially treasured.
Now, please{{U}} (64) {{/U}}that we have no written service standards covering lost luau snapshots.{{U}} (65) {{/U}},the hostess at the front desk understood Disney's philosophy of caring for our guests. She asked the{{U}} (66) {{/U}}to leave her a couple of rolls of fresh{{U}} (67) {{/U}},promising she would take care of the{{U}} (68) {{/U}}.
Two weeks{{U}} (69) {{/U}}, this guest received a package at her home. In{{U}} (70) {{/U}}were photos of the entire cast of our luau show, personally autographed by each performer. There were also{{U}} (71) {{/U}}of the parade and fireworks in the theme park,{{U}} (72) {{/U}}by the front-desk{{U}} (73) {{/U}}on her own time,after work. I happen to{{U}} (74) {{/U}}this story because this guest wrote us a letter. She said that never in her life had she received such compassionate{{U}} (75) {{/U}}from any business establishment. Heroic service does not come from policy manuals. It comes from people who care—and from a culture that encourages and models that attitude.