What Memory Do You Want to Leave Guests With?

On a recent trip to Walt Disney World, my wife and I visited the same restaurant twice in six hours. Both experiences were completely different and completely memorable.

We like to visit the Magic Kingdom at least once per year, and we always go to Skipper’s Canteen, a Jungle Cruise-themed restaurant. It’s a fun place, where the servers crack jokes and get in character as the skippers of the Jungle Cruise ride in Adventure Land.

We had such a great experience for lunch that we booked a reservation for dinner. Proof that quality service and staff focused on guest experience will lead to more business. However, after returning for dinner, we may try a new restaurant during our next Disney vacation.

Here’s what went amazing the first time and not so great the second time. These takeaways can help shape a guest experience that will keep customers returning.

When a server cares

We arrived for lunch and were greeted by a friendly host staff. They confirmed our reservation, checked us in, and walked us through the dining room.

“Right this way to the Society of Explorers and Adventurers room,” our hostess said. “Your server today will be Ryan. He’ll be with you in just a moment.”

Naming the room and remembering to tell us made the moment memorable. Something unique created an experience for me. We were not “VIPs” – everyday customers like everyone else but it felt special.

Our server came to the table and immediately cracked sarcastic but tasteful jokes, which the restaurant is known for. It was clear Ryan was an experienced server and understood how to execute the restaurant’s mission.

He was witty and fun but, most importantly, an attentive server. Ryan regularly checked in with our table, making menu suggestions to us and every table in his section.

Months ago, my wife jotted a note in our travel itinerary that we were celebrating our 3-year wedding anniversary. Four days into the trip, Ryan was the first server to do something special for us.

I’m still unclear on how he knew, but he brought us a special dessert without us telling him we were celebrating on our trip.

I couldn’t help but feel this guy paid strong attention to hospitality, emotionally connected with our table and everyone else’s, and truly made an outstanding guest experience.

We were so impressed that we left a 30 percent tip and booked a reservation for later that evening. Sadly, Ryan wasn’t there for the next visit.

Good or bad, guests will remember

Later that evening, we were again greeted at the host stand and checked in. The restaurant was no busier than it had been earlier that afternoon. But from the start, our experience shifted.

We just walked to whatever nearest table. There wasn’t much of a story this time, although all the rooms in this restaurant have names. The hostess didn’t tell us the server’s name, but she eventually approached the table.

She was pleasant and kind but didn’t get into the character or go out of her way to bring on the memorable experience the restaurant is known for.

There was a feeling that the night shift was a C Team, whereas the afternoon had the A-Team on staff. Understandably, not every employee is a rock star, but if creating a theme is the mission of the restaurant, then everyone should attempt to make the experience immersive.

Alas, the magic was gone. It was as if we were dining anywhere for any reason. It’s interesting how noticeable a shift in experience we noticed at the same restaurant in only a few hours.

Servers like Ryan keep customers coming back. When the focus isn’t on bringing the most memorable experience, diners can spend their money anywhere. The goal should be to keep people hooked on the experience and keep them coming back.