Why can’t it just happen as it happens?
Remember this quote:
“Things change.”
Loyal readers of this space may recall that Don Ameche uttered those words on-screen in a 1988 film of the same name. Yet, that sentiment is a good reminder; be it in life, a celebration, a vacation, or even on a battlefield.
You can plan out everything to the last detail, leaving nothing to chance. Have those ducks all lined up perfectly in a row. Everyone perfectly attired, all bright and shiny, shipshape and bristol fashion. All it takes is the slightest breeze and those ducks are no longer in a row but scattered across the pond, haphazardly arrayed.
In today’s world of instant gratification, those little breezes are more than just an annoyance. They are the stuff that brings Karen to the Customer Service desk, asking to see the Manager, in search of satisfaction in some form, preferably compensation for the perceived slight or inconvenience. Bring forth the free goodies and don’t spare the horses. As Verucca once said, “Daddy, I want it now!!!”
That’s the peril of planning. Now, I have been guilty of planning every last detail of what I had hoped would have been the ultimate magical moments; memories indelibly created, to be cherished for years to come. Only to have something intrude and throw those delicately crafted plans right out the proverbial window. Disappointing? Yes. Instead, the hastily constructed Plan B comes along and we are back on track; literally. In the lessons learned category, late trains become only one thing. Later.
I’ve been going to Disney theme parks for a while now. Okay, since 1965, if memory serves. In all of those years, I took a lesson from my mother. On our first park visit, she came ready for just about everything a mother of five could anticipate. For example, no stroller(s). If you couldn’t walk on your own, you didn’t make the trip for the day. My youngest brother, stayed with family for the day, safe and sound in the wilds of Pasadena. Considering how strollers have become Transformers over the decades since, meeting needs never previously considered, right down to being used as offensive weapons when negotiating capacity crowds waiting on the three o’clock parade. The Conestoga wagons have nothing on these modern miracles.
My mother also carried a lime green tote bag, filled with essentials, including the Disneyland ticket books for every member of the family. Other items included sunscreen, moistened washcloths, Band-Aids, and other first-aid essentials; even the trusty Brownie Hawkeye camera with black & white film. Not to mention the usual collection of things mothers typically have in their purses. But, no voluminous assortment of snacks, healthy or otherwise. No gathering of water bottles or juice boxes. Woe betide the child or adult who tried to add to the burden by having mom carry it. That bag was heavy enough without piling on more. While this wasn’t her first visit to Disneyland, previous family outings had given her the acquired wisdom to know the limits ahead.
One thing you can still count on, all of these 60-plus years later, is that there will be waiting for something at a Disney theme park. It can’t be avoided. At some point, you will wait with other Park guests, in a line. Disney as a company saw this very early on. They brought someone with experience in how to deal with this aboard and applied lessons learned.
A couple of those lessons? First, attraction ticket books. A through E. Thoughtfully crafted to offer guests a good mix of experiences for the price. With only so many tickets in a book, rationing returned and the question became what would be the best use of those tickets? After all, you might not be able to ride every E-Ticket attraction in the Park, so enjoy the favorite and use the rest of those A through D coupons wisely, too.
Second, plussing those lines or queues to make standing in them interesting. Even a small thing would make a difference. Like waiting for the Jungle Cruise, where skippers would make announcements about having those E-Coupons ready, adding humor to make the time seem to pass quicker. Or adding things to see, giving guests a preview of what lay ahead, like the Haunted Mansion’s Pet Cemetary.
Third, meal times mean longer waits for food. So even a couple of extra minutes waiting in line for the classic hamburger and Coca-Cola could be that breeze moving those ducks. Why not encourage folks to dine in other ways? Quick service, buffeteria, and sit-down dining all became available. Even think outside the box, and choose meal times that are outside the usual breakfast, lunch, and dinner times. Maybe a snack, like a Dole Whip or box of popcorn, could be enjoyed on the go. All of the options, but flexible to meet the needs.
When it came to ending the use of ticket books, I understood the cost savings including the labor needed to collect those tickets. An annoying fact is that many of today’s attractions have cast members at the entrance to answer questions or check height restrictions for younger guests; so the labor costs didn’t vanish entirely. With the introduction of Fast Passes, we saw something of the return of tickets for attractions. And now with the required park reservations, admission tickets, Genie+, and Lightning Lanes tied into the apps on cell phones, we have almost gone full circle. In some respects, I have wondered why Disney didn’t bring back ticket books in electronic form and include those costs in the single price of admission.
I won’t go into the subject of Annual Passes/Magic Keys; that’s another topic for another day. Same with Mobile Ordering for food, beverages, snacks, and meals. Knowing the challenges that the company has faced over the last few years, adjustments will continue. I don’t know that Walt would have agreed with everything that has come along in the guest experience. But I do know that he would have been willing to try. Because the whole point?
“Things change.”