| ASK THE COACH
By Scott Chesney
I receive so many requests from people wondering where they can take a vacation that is so accessible they can almost forget they have a disability. I feel it is my duty to send them right to the top: Disney World!
Whenever I think of Disney, that wonderful song from Aladdin, “A Whole New World,” starts playing in my head, not only because it is my wedding song, but also because it is really a “whole new world” at Disney when it comes to accessibility and catering to the needs of customers and employees with disabilities. Whenever I have the opportunity to speak to corporations seeking to connect with people with disabilities, I simply tell them to take a page from the Disney handbook. Why reinvent the wheel? Disney is a corporation that has created a wonderful blueprint when it comes to creating a level playing field for people with and without disabilities.
What makes Disney so different can be expressed in one word: Inclusion. There is no other place I know of where you see such a variety of people with all types of abilities, all types of religions, all types of races, and all types of creeds.
At their Guest Services department, inside each one of their theme parks, people with disabilities can receive a special pass that will allow them to bypass any long line on most of their attractions.
Yes, you move right to the front of the line! Now while I love this perk—and my wife and children love it even more!—I used to think that this was simply unnecessary. But during my latest vacation to Disney World, in the brutal heat of July, I realized how important this perk is. Yes, everyone should stay hydrated and avoid prolonged time in the sun, but for people with disabilities, this is vital. While cynics might think that this perk exists just to make Disney feel good about themselves, in truth, they really are looking out for us. They know that we are a very important clientele for them.
If you have yet to have the Disney experience yet, you should also know that many of the parks’ rides are wheelchair accessible and those that are not usually have a sign informing you that if you can transfer onto the ride, you can ride it. One of those rides that requires a transfer is my favorite ride at Disney: Soarin’. You transfer into what is basically a ski lift that doesn’t move or swing back and forth. It is totally stationary like a car or couch. I won’t give away anything else about the ride except to say it is awesome!
You may not be aware that there is a pretty powerful diversity group that exists at Disney called “CastABLE.” These are employees (known as “cast members” at Disney) with various types of disabilities who gather together to address all different issues affecting people with disabilities, from employees to customers. Several years ago I had a chance to visit with many members of this group who knew exactly what the pulse was of each of the parks when it came to catering to the needs of their customers with disabilities. They also wanted to make sure that all employees with disabilities had a collective voice and had their needs met. I did not meet one person who had anything but praise, personally and professionally, for Disney.
This is certainly a “whole new world” when it comes to not just meeting, but exceeding the needs of people with disabilities. But what impresses me most about this group of people has absolutely nothing to do with their disabilities. Each “cast member” wears a nametag, with his or her first name followed by city and/or country he or she is from. Wow! Is that customer service or what? While I never have any problem speaking to total strangers, I almost felt like Forrest Gump when he introduces himself to everyone and says, “We’re not strangers anymore.” Disney makes that so easy because either you know someone from that part of the world, know something about that part of the world, have traveled to that part of the world, or wish to travel to that part of the world. It is such a dynamic conversation piece and an instant icebreaker!
Thank you Disney for reminding us how simple customer service can be and how easy catering to the needs of people with disabilities can be. You are a shining example of what the ADA can be…and then some!
Enjoy the journey,
Scott Chesney is an internationally recognized motivational speaker and life coach, who was paralyzed from a rare spinal stroke at the age of 15, back in 1985. He can be reached at chesney12@comcast.net.
This column is intended for informational purposes only and should not be construed as offering medical advice. If you have a medical condition requiring attention, please seek the help of qualifi ed medical professionals.
