In May of this past year we took a family vacation to Walt Disney World in Orlando, FL. It was a great time to get away and I went dark – didn’t check my emails, blog or get involved with anything in the office – a true time away with the family. Upon arrival, I was in the gift store at the hotel and bought both of the kids an Autograph Book and Disney pen. They enjoyed it, but Madison really enjoyed hers. She wrote all over everything, including her arms and legs. Everywhere we went, she had that book out writing.

Madison & Autograph Book

We were there for 7 days and the last night as we were packing up we came to the realization that the Autograph Book was gone. We had lost it. We were sad, but at least we had pictures of Madison having fun with it.

Fast forward 3 months (August 21).

On Friday, we received a package from Disney in the mail. It was addressed to “Madison Whitehead” and was hand written. I asked Kim what she had ordered and she said, “Nothing.”

Disney letter to Madison

She proceeded to open the package and inside was the Disney Pen and Autograph Book. We were blown away! Someone who worked for Disney found it and mailed it to us (Kim had put her name and our home address in the front of it). But they didn’t stop there.

Included in the package was another Autograph Book (exactly like the one we bought) with Madison’s name and address in the front. It included the Autograph from every character at Disney. The last page had a picture with a note that said: “Hope you enjoyed the book! Sincerely, The Citizens of Main Street.”

Extra Autograph Book

Citizens of Main Street

Cinderella Autograph

Someone took the time to get another Autograph Book, have it signed by every character & then packaged it all up and mailed it to us. We were blown away. Amazed. Without words. Who does something like that? The answer: people who are committed to ULTIMATE customer service.

They could have thrown the book away. They could have given it to someone else to “worry” about. But someone took the initiative to blow us away. We have called 20 people to tell them about it. They were all blown away…speechless as well.

The church should have ULTIMATE customer service. When people ask, “Where is…?” we should walk them to it. When we have Bibles left in the Worship Center, we should do everything we can to return them. We should be the model of customer service but we should be “customer servants.” Christ modeled servanthood and in the same way we should be servants to our “customers” each week. If we tried as hard as Disney, wouldn’t the Church be irresistible?

Where could your church be better “customer servants”? What type of experience have you had at Disney that amazed you?



  1. Nathan on Monday 24, 2009

    That is awesome. I believe that the key factor is the sincerity of the service you give. If you are truly sincere on what you do to help or go out of the way for someone it will really show. It is not always the actions that Christ looks for but our motives, our heart’s desire. I believe we can all improve on this area, from big to little things, even the routine business of our day.

  2. Renee V. (happystamper05) on Monday 24, 2009

    What a beautiful story…. It made my heart happy…
    I’ve never been to Disney so I don’t have any stories to share but I did enjoy yours.
    Thank you for sharing!
    God Bless…

  3. Debbie McChesney on Monday 24, 2009

    That is a GREAT story! We’re going to Disney in November, and I’m looking forward to it even more. (Isn’t that how people would react if they were to hear of the great things that the church is doing to serve individuals and not just the majority of their population?)

    Do you think if I left our camera with our name and address they might send us a new one? 🙂

  4. Mike Biddle on Monday 24, 2009

    Some of my cousins worked at Disney, and yes they go out of the way to make you happy!

  5. Josh on Monday 24, 2009

    @Nathan – agreed. I definitely need to work there!

    @Renee – thanks for the comment!

    @Debbie – try leaving the camera! I want to see what happens. Hope you have an awesome trip!

    @Mike – Can they get me behind the scenes connections 🙂 Just kidding!

  6. Brad Roberts on Monday 24, 2009

    Wow… that’s pretty cool. Some friends and I were talking the other day about Matthew 5 and letting your light shine. The question was, “What kind of good works cause someone to glorify God?” I think it’s something the person couldn’t have done without God through you. There’s no way you could have gotten that book back without somebody’s good works. And because of his good works, you “spoke highly” of Disney (tongue in cheek 🙂 What an awesome analogy.

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