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Episode 81: Kerri MacPherson
42 Plays1 month ago
This week we chat with former WDW Ambassador and DVC Sales Associate, Kerri MacPherson.
DISCLAIMER: We are not an affiliate of the Walt Disney Company nor do we speak for the brand or the company. Any and all Disney-owned audio, characters, and likenesses are their property and theirs alone.
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Transcript
Introduction to 'Sharing the Magic'
00:00:01
Speaker
Welcome to Sharing the Magic, the podcast that takes you on a journey through the enchanting worlds of Disney. Each week, we're joined by a special guest, whether they're a magician creating moments of astonishment or a Disney expert sharing the secrets behind the magic of the happiest place on Earth. Together we'll uncover the stories, inspirations, and behind-the-scenes tales that bring these worlds to life.
00:00:32
Speaker
So, get ready to be spellbound and transported to a place where dreams come true.
Meet the Hosts and Guest Carrie McPherson
00:00:54
Speaker
Hello and welcome to the latest episode of Sharing the Magic. I'm your host, Barry, and tonight we have another great episode. but But before we introduce our guests, let's go ahead and and introduce our co-hosts for tonight.
00:01:08
Speaker
Let's start with Brian. Brian, how doing? I'm good, Barry. I'm a DVC owner. I've been an owner for 24 years at Beach Club and Saratoga. I've been to every DVC resort except for Alawani.
00:01:20
Speaker
but and but And obviously Polynesian haven't been to. But yes, so thank you. Welcome. welcome and'm um I'm very excited for this episode. All right. And next up we have Josh. Josh, how are you doing tonight?
00:01:32
Speaker
What's going on? I am great. Kerry, I saw your bio come across our group chat and i I'm so pumped because we actually bought our membership from you guys. And i want to later on the episode, I want to get kind of more into that. But um I saw your your page and I was like, I told my wife, i'm like, oh my God, check this out. This is who's on.
00:01:53
Speaker
And so I'm pretty pumped to have you here. I can't wait to ask you some questions just selfishly specifically about that. So welcome.
Carrie's Disney Journey Begins
00:02:01
Speaker
I'm pumped as well. Thank you. All right. And we have Lisa. Melissa, how are you doing tonight?
00:02:06
Speaker
Hi, everyone. I'm happy to be here. have about 15 things going on in the background, so I apologize. But now I can be focused. Can't wait to hear more about BBC and and hear from our guests tonight.
00:02:20
Speaker
All right. And we have Don. Don, how are you doing? Hi, everybody. I'm Dawn Gunther from Houston, Texas, and I will be traveling Tuesday to the happiest place on earth.
00:02:32
Speaker
So looking forward to that trip and welcome, Carrie. And can't wait to hear all about DVC and what you can tell us that we maybe don't already know. Awesome. Thank you.
00:02:44
Speaker
All right, and we have James. James, how you doing? I'm doing great. How are you doing it Barry? I'm excited for this podcast. I want to know more about DVC. I want to know about the resale, you know, how how that all works. And just excited for this ah this guest. So thanks for being here.
00:02:58
Speaker
And one of our newest members, Brandon. Brandon, how you doing? Hey, everyone. Doing great. It's glad to see everybody here. Thank you, Kerry, for joining us. I am a DVC member as well. I have Hilton Head Island and Barrow Beach.
00:03:13
Speaker
I love both of those. And it's it's good to see all the faces here, too, as well, and learn more about what we're going to be chatting about tonight. All right. And last but not least, we have Jeff. Jeff, how you doing?
00:03:25
Speaker
Hi, everyone. So ah i'm just coming from you from my closet, a literal closet. That is my recording closet. ah So and ah Carrie's already heard my goofy voice, so I won't I won't patronize everyone. I won't I won't beat him down with it. But just happier here.
00:03:45
Speaker
It wouldn't be an episode without one. so and At least one. I'm actually in the closet as well, but I'm not going to show you that because it's kind of gross in here. and yeah There's a lot of skeletons in that there closet.
00:03:59
Speaker
yeah they They tend to talk to me a lot, so I get distracted. yeah Nobody needs to see that. They keep telling me I'm doing a horrible job, and I'm like, okay. like i mean you You guys are better off than me. I'm i'm in my little makeshift garage office, so you guys are winning. Todd, we're just a bunch of plebs, aren't we?
00:04:15
Speaker
Yeah. Pretty much. Someday. Someday. We'll we'll go large someday. So with that being said, and everybody already giving me dirty looks, so I am very excited about this because our guests and I have been going back and forth trying to get her to come on.
00:04:32
Speaker
And um she's actually pretty wonderful because not only does she deal with DVC, she's also a former ambassador for Disney. So I'm interested hear that story as well.
From College Program to Cruise Line
00:04:46
Speaker
So without further ado, i am to do shoes to Carrie McPherson. How are you doing? Hi, Barry and everybody else. And it's so wonderful to be here. I can prompt it on before we went on recorded that there'd be a lot of energy and you could already feel it. So, and that's just exactly who I am. And so I'm really honored and and thankful that you invited me to be on this episode.
00:05:11
Speaker
Well, the pleasure all ours, trust me, because it seems like week after week we get spoiled with the guests that we have on here. And I don't think this week will be any different.
00:05:24
Speaker
So, Carrie, I start every single episode off the same, and I'm going to start this week as well. And i am just curious, as why don't you tell us how you fell in love with Disney?
00:05:37
Speaker
It's a very long story that I will button this up, I promise, because it goes way back. But I'm originally from Massachusetts. And so I grew up um with my parents and my sister, and we just grew up.
00:05:48
Speaker
with the wonderful world of Disney on Sunday nights and just dreaming of, you know, the world of color and seeing Walt Disney. And I distinctly remember when like cable, like really launched into like more than just like 12 channels or so. And you had the cooking channel and you had the Disney channel and they did this little thing called vault Disney and going behind the scenes, right. Of like all of like Walt's,
00:06:11
Speaker
dreams and imaginations. And you really got to see what you missed, what we missed, you know, not growing up in the fifties and sixties. And, you know, you got to see kind of that peek into that vault of what, what, what really just created and dreamt up.
00:06:26
Speaker
And for us, it was just something that was so magical, but so out of reach being in, in Massachusetts. And and I was a dancer. And so the arts was also really something important in my life.
00:06:38
Speaker
Well, when I was 16 years old, well, actually, no, when I was 12 or 13, my mom and I went out to Disneyland to see one of her best friends. and then I fell in love with Disneyland, but it was like a one day thing. And then, and then you were done.
00:06:51
Speaker
And then when I was 16, my sister did the Disney college program. And so we came down to visit with her and we were so stupid as a family. We thought, okay we'll it. We're going to walk over to Epcot and then we're going to walk over to the Magic Kingdom and then we're going to walk over to the MGM Studios, MGM at the time.
00:07:07
Speaker
And she said, you're not doing any of that. She said, you're busing it everywhere or taking a monorail. So coming here and seeing the vastness of the the property, um I then did the Disney College program myself in 94.
00:07:20
Speaker
four spring
Career Growth at Disney
00:07:21
Speaker
of 94, and um just fell in love with the the not only the history and the heritage, but the service, the excellence, the leadership, just how the operation of Disney being so massive and how it's run just fascinated me and the entertainment behind it.
00:07:38
Speaker
And what's so blowing my mind tonight is as I'm sitting here, my 20-year-old niece, goddaughter, is in my other the other room watching the Bills Chiefs game, getting ready to start her Disney college program tomorrow.
00:07:50
Speaker
So this is a very surreal experience for all of us. We're all feeling a little old, a little middle aged right now as she gets to embark on the second generation of the college program. But that's really where it started just as a young girl and um just listening to the music and Mary Poppins and the movies and, you know, probably a very similar story you've heard before.
00:08:12
Speaker
Yeah, that's pretty interesting because i remember growing up, and I've told this on a podcast before, I remember growing up and like the first time I've seen a commercial on TV for, well, Disney World. and And for me growing up in a poor family and me thinking, you know,
00:08:28
Speaker
There's no way I'm ever going to be able to that. That's that's for the rich people. That's, you know, that's those exclusive exclusive clubs that they have that, you know, people that have money can go and do that and things like that.
00:08:39
Speaker
And the going for the first time and realizing Disney is for everybody, you know? Yes. granted some people will never be be able to go on things like that but it's not because of disney itself it's because of things in your life and um you know it's interesting that you said that because it it almost seems like a lot of people who've worked in disney it's like a full circle because then someone else comes in um from their family and is able to be able to i guess um
00:09:11
Speaker
reconnect with Walt Disney and how their his practices and things are. um With that being said, with you getting in, um so how did you get connected into working at Disney?
00:09:25
Speaker
So the college program, I um i went to UMass Boston. And so I went to a presentation um and applied and interviewed. And I wish I still had this, but they sent me on really sunshiny, like almost as bright yellow as Jeff's shirt right now. Like it couldn't have been any more bright yellow paper.
00:09:43
Speaker
We're audio listeners. I'm wearing a tacky yellow shirt. So there you go. Well, it's a great color because it's energy it's sunshine. And they couldn't have put a rejection letter on more of a sunshiny yellow piece of paper than they did with mine.
00:09:56
Speaker
And it basically said, like, we regret to inform you. And I was like, I got declined from the college program. And I did. And so my mom said, call and see what you did wrong. Because that was my mother, which was the incredibly good advice.
00:10:08
Speaker
And I did. And the lady said, you're actually next on the waiting list. And... You know, me being probably a little cocky 20 year old at the time, I was like, I'm not going on anybody's waiting list. And she said, yes, you are. My mom did.
00:10:20
Speaker
And so I was on the waiting list and then I did get called. And um so I started in outdoor food and beverage at the Magic Kingdom. still to this day, the hardest job of my entire life. And I'm way older than 20. My hat's off to anybody in outdoor food and beverage, any in the food industry.
00:10:37
Speaker
It is not for the weak at heart. And I have the utmost respect for anybody in that industry. It is um my just so much respect. And so I worked the Main Street Bakery, which is now Starbucks, the ice cream store,
00:10:50
Speaker
What was Center Street, which is now just kind of tables and chairs in between the jewelry shop and I think like a blown glass shop on Main Street. And then the ice cream wagons where you sell Mickey bars.
00:11:01
Speaker
And um it was the hardest job ever. But I came back to the company in 2000. And um ki just walked up to casting. just You could open the door to the casting building and walk up the ramp. And this was all before, it sounds like the dark ages, right? But like I feel like maybe we're all around similar ages.
00:11:18
Speaker
But this is before the internet and like apply online. like You literally went pencil to paper and filled out an application. and um the woman there said, you know, we have something on the Disney cruise line.
00:11:30
Speaker
wow. Well, that's interesting. Okay. And so, but I didn't want to be on the ship. I wanted to, i which now i kind of do regret that a little bit, but I was more back office. And so I started with the Disney Cruise Line and in 2000 and then just became a cast member. And it went for 20 years. my My career with Disney went for 20 years.
00:11:50
Speaker
And I don't know how much you want me to go into my career because I know we have a lot to talk about. So i'll I'll stop there. What do you want to talk about? Well, I can certainly go into my career
Creating Magical Moments
00:11:59
Speaker
if you'd like. I just didn't want to bore anybody. or i've No, I've never been stuck.
00:12:03
Speaker
This is the first time I think I've ever had guess Yeah, please do. No, I was going to say, i've actually I'm like, everyone i've always I'm always you know pregnant with questions. I did have a question, though.
00:12:15
Speaker
but And I have, there's just too many of them. That's the problem. Being a former cast member myself, I get how taxing it can be because I worked out at mansion and splash. So I get the taxing ability of working a queue yeah and making, you know, making the guest interaction very, you know, positive is what Disney wants. What made that job the hardest job that you've ever had? Because being a cast member in general on any part of the park, I find it's hard and in general. Yeah. ah For me, it was, I didn't need,
00:12:45
Speaker
I needed life skills. I was a babysitter. I was a dance teacher. And my my parents were like, that doesn't really qualify for like a job. Like those are great jobs.
00:12:56
Speaker
And if you wanted to be a serious dancer or dance teacher and open a school, that's one thing. But you need to like learn about clocking in and clocking out and being on time and who better to learn from than Disney. For me, it was being very independent, um especially at the ice cream wagons, because they, you know, you it was very different back then too. You didn't have the aid of a calculator. So all the math was in your head, which sounds so silly because it's like $2.50 for a Mickey bar. That's an easy change back.
00:13:22
Speaker
But when you've got your line around the corner and there's pressure and you're trying to deliver exemplary service, it's, you know it's a lot of pressure. And so for me, it was learning to work with and understand a lot of different types of people that didn't speak English, that were dissatisfied, that thought we were universal and didn't understand why they couldn't get to the King Kong attraction, you know, so easily, the weather elements.
00:13:45
Speaker
It was just so many things to learn, you know, in a very short five month timeframe. Plus you go to classes and seminars And you're asked to be professional and courteous and safe and all these things that, you know, some of it was innate and a lot of it was learned. And so to me, it was just that was kind of the root, the the the ground, the foundation of what everything was built on for my professional life was was that experience all within a very quick five months.
00:14:13
Speaker
Okay, so I'm going to piggyback on Barry's first question. And this is this is sort of, you know, there's always this kind of technical component to, you know, here's the job. Here's what I did. Here's my experience. This is what it it it was.
00:14:27
Speaker
So there's kind of a logistical element to some of the, a lot of these, a lot of ah lot of conversations. But then when it comes to Disney, but then there's always this other part of it too. It's like, well, it's Disney and it's supposed to be like sharing the magic and whatever.
00:14:43
Speaker
Well, look like I want to go back to the sharing the magic. Like when it comes to when it came to, um don't know, you're working with Disney, you know, you're so you're starting. What stories do you love with that speak that that like really stick with you when it comes to Disney the most?
00:15:00
Speaker
And and when you're in this world, like you know, sometimes i I have friends that they get a little burned out by dis working for Disney. Well, because sometimes they kind of lose the magic.
00:15:12
Speaker
But what what were the fundamental, like big stories that you love? Like you're a girl, little girl and the the big Disney things that shaped you. And and you're looking around and you're sort of part of this Disney thing. And what you know, what stories, what things kept your wonder alive?
00:15:30
Speaker
Yeah, that's such a great question because it's it can be easy to, you know how the magic is made. So once you kind of see the behind the scenes, like the Wizard of Oz, you pull the curtain back, it may not be as impressive.
00:15:43
Speaker
So it's important. The one park I didn't want to work at was Magic Kingdom. One park I worked at was Magic Kingdom. And I didn't want to work there because I didn't want any of the magic to be ruined for me. But you quickly realize that it's it's truly a blessing to work in any of the parks and and see the dynamics because you see how much hard work goes into it.
00:16:02
Speaker
So for me, it came from, and I wouldn't say this, I knew this, you know, 30, it was a long time ago, a long time ago, 30 some odd years ago. But for me, it was the guests.
00:16:13
Speaker
It was seeing the guests and it was that happiness that you're creating by a simple, sticker, a simple gesture, um a simple have a magical day, a simple high princess or anything. It was just that simplicity that, yes, Disney, we're we're known for the attractions and the resorts and all this grand Disney Cruise Line and all of these amazing experiences.
00:16:36
Speaker
But I think if I asked each one of you what's your What's that emotional connection?
Disney Traditions Training
00:16:41
Speaker
It probably comes back to a cast member. It probably comes back to a moment with one of the cast members.
00:16:48
Speaker
I heard when we were just getting on, Brian sitting in the the Wilderness Lodge lobby, which which is one of my favorite resorts as well at Christmas time. And just there's something about there. But if the energy of the cast is off, you might say the energy in the and the lobby is not that great. I don't know what it is. I don't still feel that great here.
00:17:06
Speaker
But to me, it's the guests and it's the cast members. It's that human connection that was really just one of the reasons why i continued, you know, my whole entire career really has been based in Disney somehow. And even though I'm not a cast member any longer, I still feel a huge responsibility to kind of uphold, you know, the legacy of Walt and and the cast members that all their hard work today.
00:17:30
Speaker
That is so funny that you say that because as a former cast member of myself and my stint was only and just a cup of coffee, but I still feel that to this stage, like a responsibility that no matter my time at the park or how long or how short it was, that there's that responsibility that you uphold that magic or the idea of what would Walt do in that moment.
00:17:51
Speaker
How do you create? How do you how do you treat? How do you interact? How do you how do you replicate what he did in some sort of way? Yeah. And it's almost impossible. But it's funny because that that's just something that I but i find a very big sense. and And why is it that for you that you feel that way so deeply? Is it because you've spent so long there or is it just because you're you're that tied to the brand and that's how impassioned you are from the very start of when you were a child?
00:18:19
Speaker
I think it's a little bit of both. i i could I knew from a very young age, I could never be part of something mediocre. I needed to be part of something special. I didn't know what that meant. i feel like as attached to that thought, as somebody might say, I always knew I was meant to be a teacher or a nurse or a doctor.
00:18:36
Speaker
I didn't know what I was going to do to make money and a living, but I knew it had to be attached to something special. And and the philosophies of Disney, made sense and fit within me. And when I meet people, you you can, a Disney person can tell a non-Disney person a mile away. And isn't it like the challenge of our lives to be like, I will turn you over to Disney. I promise. Like that is like a challenge to say, you will cry at the castle, the site of the castle. You know, it's like our biggest challenge to do that. And um when you can turn that person over, it's the best day. And when you can't, it's like, you may not be my people, you know?
00:19:11
Speaker
So I think it's the human connection for me that I have been so fortunate and so blessed in my career to work with people and guests who are that Disney brand that like me.
00:19:22
Speaker
And so I'm DVC, you know, I sell DVC today, but I never call myself a sales agent. I really hate that term sales because I just feel like I'm a guide. You know, if this works, you'll, you'll love every minute of it. And if it doesn't, it doesn't. And that's okay. Yeah.
00:19:37
Speaker
But even being an ambassador for Disney, I knew i i could uphold the values, the traditions, the culture of what Walt said, you know, and built beforehand that I still can take with me today.
00:19:50
Speaker
Dawn, you sound, you you look, you I know, I i i see you. She said the exact words of what I was saying. So in that same vein, when you went through the obligated courses that you have to have, like traditions, I believe is one of them.
00:20:06
Speaker
yeah So you then when you're sitting in that class, have that feeling like, oh, this is so where I need to be. and this is exactly and take some of that. I have myself never been in the traditions class, but I'm guessing and James, I guess you can answer this as well.
00:20:22
Speaker
I'm guessing that there's a lot of that that's like, what would Walt do and be like Walt? And this is what we're trying to convey to our guests. It's not just an amusement park.
00:20:33
Speaker
And maybe you can touch on some of those little things that you learned in traditions. It's so funny. it's's It's so true. But you and James, I don't know if you had this experience. because I know traditions has changed a lot over the years, but I will never forget watching. You know, they give you some some at the beginning kind of icebreakers to do with your table.
00:20:50
Speaker
And one of the icebreakers was who can which table can name the most Disney characters in like 30 seconds. Did you do that, too? Yeah. I've never. Yeah. yeah I've never seen grown adults.
00:21:02
Speaker
just scream, Snow White, don't be like, and you know, the Hulk, well, the Hulk wasn't Disney back then. So no, that doesn't count, you know? So like, you've never seen grown adults just like, like fighting for a stake in a stake pit, like to try to win a little tiny, like Mickey PVC character. It was terrible. my My group was that group that won and we got a mini Daisy character. Yeah, will we won and we got the mini Daisy character. And it was it was just like she described. We're sitting in the auditorium at Disneyland and like you have 30 seconds to name as many as you can. And I think we rattled off 75 in 30 seconds. that's just like
00:21:36
Speaker
and yeah And it was no joke. People were like, this is it's madness. And at the don't know if you felt this at the end of traditions. Did you cry like I did like a blethering child?
00:21:48
Speaker
If you don't cry at the end of Traditions, I don't know that you can be a cast member. I just really think that that's a requirement. you know You have to cry because they show you all of these videos. And and then you you're it's more than just you think of company orientation. It's like a handbook.
00:22:01
Speaker
HR comes in. the the lawyers come in. you know It's kind of boring. It's very serious. But the first thing you're doing is, you know, competing with the table next to you to see who can name the most Disney characters for this little tiny, you know, desk charm. And they, at that time
Exploring Disney Vacation Club (DVC)
00:22:15
Speaker
they took us to the park so we could kind of what they call kick the tires, like kind of see, you know, the magic being made. And um it was, yes, I mean, you are just, you get your Mickey ears, like a literal Mickey ear hat.
00:22:28
Speaker
I mean, if there's just nothing like it. And if you don't walk out just sobbing, I don't know that you have a heart any longer. It's just, it's so much more than, than an amusement park or a theme park. It's, it's a culture and it's, it's just magical.
00:22:42
Speaker
I can second that. Cause I remember they sat us in that auditorium. They go, now you're all officially cast members after they gave us your assignments and then they bring Mickey out. And that's when I think every collective group, I don't care if you are a 56 year old person, just getting in the company or a 19 year old kid, you all collectively cried.
00:22:58
Speaker
Yeah, you do. You do. And then you guys get let out to the parks, right? And then do you guys meet any older people who kind of take you under their wing and help you out? Or do you guys just straight up try to figure out on your own?
00:23:09
Speaker
How does all that work? Because being a veteran, I used to have somebody above me who would show me the ropes and take me through the process. um you know Do you get to firsthand watch that magic happen for somebody else with somebody else making the magic kind of happen right in front of you?
00:23:24
Speaker
On the college program we did, we were definitely handheld and you had your team and your leader. I'm pretty sure that they still have that kind of mentorship, um you know, where people want to help you and help you succeed. And um it's a huge company. So, you know, you've got to figure out a lot of it on your own. And that's the excitement of the journey. But um I think they do such a great job with training and setting you up for success.
00:23:48
Speaker
Yeah, I always try. Like when i visit the parks, I mean, I ah love interacting with the cast members who look like they're tired, right? and And going through it. And I try to be as like extra as I can to, you know, help them have a little bit better of a day. That's got to be such an exhausting yeah thing to do.
00:24:07
Speaker
The tagline is, and I don't know if you could test it today. Maybe you could. I've seen some changes in the company after COVID, which, you know, I don't i think we're still post-COVID a bit. You know, the world has definitely changed.
00:24:18
Speaker
But you know the the tagline is we create happiness and every cast member should know that. It's very simple. um And that's your that's your purpose. you know You go to work and my purpose was to serve Mickey bars. That was my purpose.
00:24:32
Speaker
But my or that was my task. My task is to serve Mickey bars, collect the money and move on and count, have make sure my bank is counted at the end of the night. That's my task. But my purpose is to engage. you know I'm from Boston, so if I see a Patriots shirt, don't hurt me if you're not a Patriots fan, or Red Sox or whatever. you know where're Boston people were very serious about our sports, but you know engaging with a Red Sox t-shirt or a hat or something and saying, oh, I'm from Massachusetts too, because my college program, we didn't have the names of our towns on them. We had our school names.
00:25:02
Speaker
And so even the mindset UMass Boston, that didn't necessarily mean I was from there. And so I would always make sure to tell people. So engaging with people like that, you know the guests in that manner, are you know and just having that connection with people is is just, it's so important, I think, for the cast members, because you know Josh, to your point, it's tiring, making magic, making you know making people happy. It can be tiring.
00:25:24
Speaker
But then when you see it, it like re reinvigorates you and rev revitalizes you. I just had that same experience you mentioned. I messed up and bought the wrong Mickey's Not So Scary Halloween date tickets.
00:25:37
Speaker
And I told my wife, I said, there's going to be nothing they can do, but I'm going to up to yeah know one of the cast members and see. And we went to the front of guest services and this girl, her name's Brittany. I'll never forget.
00:25:48
Speaker
She just, she took one look at me and she's like, yeah, sure. We'll switch the date for you. We'll get you hooked up. And i'm like, okay, so but how is that that easy? And she's like, well, du look, you've got ah Roosevelt's, um ah you know, Walt shirt on, right? um And she just chatted me about the shirt.
00:26:05
Speaker
And she's like, you're a true Disney fan, and we're gonna make it, you know, happen for you. And maybe go any that's, yeah, I mean, and she was in the college program, too, I think she mentioned so. Yeah. I think you get empowered as cast members to that. I remember that James, I don't know if they use this example in your traditions class, but they use an example that I never forget. And I've used it in some of the trainings I've done is when you go to, you know, the old days kind of, or maybe even today, like Walmart or target and the the red, you have to do something at the register, but the register, they don't have the permission. So the manager has to come over with the key and put the key in and turn it and punch a bunch of numbers and walk away. And it's like,
00:26:41
Speaker
couldn't the employee or the team member just know what you just did? And, and they said, we don't want guests to wait, you know? So if instead of her, Brittany saying, I'm not trying to get manager our approval. It's just so much more seamless if she says, absolutely. And then all that does is make you tell that story because it makes you feel special and happy.
00:27:01
Speaker
And you come back time and time again, instead of going, i don't know, Disney, you know, they've changed the way they've done things. No, it's like, it you know, you have a problem. It's a human error. They can correct it. so It was definitely the same because I've going into attractions, you know, they throw you out on Main Street as a red vest to start and you work parades and group shifts.
00:27:20
Speaker
And, um you know, we that first week, we that's where we spent our time. And then we got a day at our attraction and my first attraction was mansion. So I had more experience with the general public at first. And working those shifts, you you had to learn how to create magic in different ways. And they gave us this thing called a pouch of power.
00:27:38
Speaker
The pouch of power contained your return rides, your buttons, your pin lanyards or whatever else. And if you see little kids... you know, having a bad day or a birthday button, like, hey, happy birthday, princess. And you just create that little extra magic. and Like you said, it's not about getting the approval. It's about doing it. It's it's almost like asking the military adage, ask a shoot first, ask questions later.
00:28:01
Speaker
It's like doing that and hoping for the best. And that's that magic part of it at Disney. It's like, go create that magic. And if somebody talks to you about it and say, don't do it again, okay, I know not to do that. But I created that magic in that moment to make it happen. And that's exactly the way I took And that's why I was taught it.
00:28:14
Speaker
And I made so much magic that way because it's their first trip. They're from an international and it's because you want them to have that experience. You want them to do what, like I said earlier, and like you reiterated, what would have Walt wanted you to do.
00:28:27
Speaker
Yeah, it's an investment. You know, Disney, we're so lucky that we can come anytime that we want. But for a lot of people, this is their one and done. This might be their one and only trip.
00:28:38
Speaker
um They might be there, you know, on a make a wish trip. They might be there because there's been something in their family that they just want to be together for this moment to celebrate or whatever. You just don't know what people are going through. And I think in the world of social media,
00:28:52
Speaker
where everything looks Instagram perfect and everybody's house is perfect and their children are perfect and all this stuff. It's like, that's not always real life. And so we have to have that human connection to, you know, make sure that just one interaction with a guest is a positive one or one interaction with a cast member is a positive one.
00:29:09
Speaker
And I think that that's, that's such a great, a great point, you know, James, about the little passes that you could give to just make that little bit of magic that doesn't cost the company a cent, but it's a huge return.
00:29:22
Speaker
Yeah, I want to talk about, I'll ask i'm going to give you a DVC, its because you're it's it's fallen in line with what you're talking about. And i I feel that one of the best things that we've ever done as a family is buying, you know, purchasing DVC, because we were i was able to to give my kids probably, you know, better hotel rooms than I could normally afford. and But also the fact that we had that trip scheduled every year where we could do something and We were always together and and my kids are like 24 now and I have twins and they still want to go, you know, and it's still, which is really cool for me.
00:29:53
Speaker
But i like I say, when we were first, mike so I was married, had it just got, you know, we just kept bought a house. We had twins. I didn't have any money. we were We were at Disney and we saw the DVC stand but and we were thinking about it. We said, wish we could afford this, but we can't afford it And I went back to work and then my company got bought out and I'm like, oh my goodness.
00:30:13
Speaker
And I was worried about my job. My boss calls me in his office and he says, um hey, you're not leaving, right? And I'm like, I don't want to leave, but I don't know what to say. He goes, no, we're going to give you stay pay to stay because we don't want you to leave. And I'm like, really? Okay. And I look at the money and it was just the same amount the money that I needed it for DVC. So I went home and I said, hey, this is found money.
00:30:34
Speaker
i know we want this. Let's just use it because it we don't we we didn't know it was coming, right? we it's so i went and i bought my So we went back um and I bought DVC. And i went I remember I went into the room and I said, okay, we we want it. And he goes, okay, do you want to have a payment plan? I go, no, no.
00:30:50
Speaker
I want pay the whole thing. And he was like, what? Normally people don't do that. But i just I knew if I had taken that money and done it, I would have done other things with it. But I had it. And we wanted to do that. And I think... um I have 415 points, so I mean, I have a lot. Oh, that's a nice amount.
00:31:05
Speaker
but um i ah But we did, though. i bought I bought some more later. But I think what I can tell you is that ability to have that every year allowed me to have that time with my kids, allowed me to be that time with my family. I had that, and it has been, like you know, I would never give that up. If i if you asked me back now right now if I could have done something else with that money, or no. No.
00:31:28
Speaker
Because the memories I had, and again, you guys are talking about these Disney memories. I could tell you a million of them that cast members have helped my family with and things and my kids as they grew up. And um I really support that. So like when people say it like, you know, josh Joshua just bought into DVC, good move.
00:31:46
Speaker
Good move. Because it is for a family family. um it's It's a good thing. and It really is, and it was a valuable thing for me. So um i I enjoy it. so that's ah I had to say that because it kind of fit into what you guys were talking about, the magic, because I got my magic by having my family be at Disney every year and us know that we can go there and experience new things and go to new hotels and check them all out and enjoy the resorts and do all that kind of stuff that we probably wouldn't be able to to do otherwise.
00:32:15
Speaker
It's such a game changer, Brian, isn't it? what um What was your first home resort that you purchased into? Oh, Beach Club. Oh, nice. You went very nice then. Yeah, that's one of the premium ones and one of the most sought after ones. And then do you have all a olive Beach Club or did you kind of? No, have san a Saratoga, or some art Saratoga.
00:32:33
Speaker
um Which, yeah, which is not one of my favorite resorts, but um I'm Wilderness Slides. I love Wilderness Slides. That's my number one. Beach is probably two. But I just recently stayed at Riviera last year, which and I was very, very impressed with Riviera. I did not know what to expect there. And
DVC Point System Benefits
00:32:47
Speaker
I came came back being super impressed with like such a quality resort.
00:32:53
Speaker
It's beautiful. it's to your point about DVC just not seeming affordable, I think you know when you look into it, i i have a lot of guests say to me, so do I pay, we'll make it easy, $20,000 every year?
00:33:09
Speaker
no no, no, no, no. It's one time and you get your points every year. So you're investing in it this year. And as the room rates continue to escalate with ah with inflation, the point chart that you use to book your stay, say it's eight points a night at Old Key West or 21 points a night at the Boardwalk or Beach Club for a larger room,
00:33:29
Speaker
That point chart is inflation proof. So you're not going to see any inflation if it's got, they can reallocate those points on a point chart, but they're never going to say, okay, 15 years ago, it was eight points, but now in 2024, 2025, it's now 32 points because of inflation. So you, there are annual dues that you pay and that can increase a little bit each year, but by very minimal.
00:33:51
Speaker
It's not bad. it's not bad It's not at all. Right. And we saw Polynesian annual dues go down this year, which was like, ah we What happened? It was just crazy. We've never seen a decrease in annual dues.
00:34:04
Speaker
And especially with the Polynesian Towers just opening. So Disney, I love them, but don't try to get in the mind of Disney because i would we just don't know what they're what they're doing with things like that. But I love DVC. I own also at the Grand Floridian. I have 100 points there. And so my contract's just really small, but we're also local.
00:34:21
Speaker
So we don't need a whole lot of points. I mean, I suppose I could always add on. and But ah you know there's two things that come to mind with DVC. I i was a Disney recruiter for ah about six or seven years.
00:34:33
Speaker
And then I got my real estate license and thought, maybe I'll leave Disney and go into real estate. I just didn't i kind of was having like a little career bump where I wasn't sure what to do. And I got my license. And then a friend of mine said, you should you should sell DVC. You should get your real estate license. Oddly enough, I just got it.
00:34:50
Speaker
I applied for DVC and I became a guide direct with Disney for three years and absolutely loved it. And talking about people and the guests and I had this one family come in And so when you purchase Disney DVC, it's a deeded real estate. It's a deeded interest. And so you're purchasing an amount of points at a home resort.
00:35:08
Speaker
And you can use those points throughout that year. You can bank points into the next year. You can borrow from the upcoming year. You can travel to Aulani in Hawaii. You can go to Hilton Head in South Carolina.
00:35:20
Speaker
You can Grand California in and in in Disneyland. There's all kinds of ways to use your points. So it just gives you a lot of options, a lot of flexibility. And to Brian's point, really gives you options to stay in nicer deluxe resorts.
00:35:33
Speaker
People would, you know, one of the objectionsions objections I would get a lot is but we're never at the resort. But it's nice to have a space to go back to when it rains, when someone is sick. It's nice to have a kitchen to make a dinner so you don't always have to eat out, to have breakfast.
00:35:47
Speaker
You want to do a birthday cake or a birthday celebration. But I had met this one family, and it was the parents and the two kids that were boys, and like 16 and 12. So that kind of funny little age where we're kids, but we don't want to be with mom and dad, but we have to be with mom and dad, but we'd rather be at home.
00:36:04
Speaker
And so they came and talked to me and stuff. And they said, can we give it some thought? And i said, sure. So the next day, They gave me a call. They came back in and that they were sitting in front of me. The kids were kind of behind them on this bench.
00:36:17
Speaker
And I thought, i didn't know if they were going to buy anything, but they had more questions for me. So I said, you know, had you thought that we've been talking about 150 points, which is such a nice amount to get, you know, through a week or one bedroom or whatnot.
00:36:29
Speaker
And the the father said, we're going to go ahead and and and buy this. It makes sense for us. and So we drew up the whole contract and everything. And and I always like to ask my my members, what made you want to do this? What was kind of the tipping point?
00:36:43
Speaker
And the mother said, because when I'm home and she kind of gestured, she said, these two don't talk to me. She gestured to her kids. She said, he's on his video games and he's in his room.
00:36:54
Speaker
And she said, and this is the only time that we've had a family dinner of four. And this is the only time that my 12 year old held my hand walking down Main Street. And now we're all crying because it's now an emotional, we become emotional attached to this.
00:37:11
Speaker
And she said, I don't know how many more years I have of that, but I'll take all that I i can get. And so for them, it was about the four of them. And for others, it's about the grandkids and the next generation. And for couples, it's about coming to Disney, but also going to Olaani to do ah how ah you know a honeymoon, or it's about you know staying in the grand villa. For me,
00:37:32
Speaker
I had the most amazing experience this summer with DVC because I just turned 50 in June and everyone tells me, don't hide that Carrie. So, okay, fine. I just throw it right out there now. I just turned 50, but I wanted to be, I wanted to celebrate in the bungalow at the Polynesian. Nice.
00:37:48
Speaker
Yeah. And so if we're going to turn 50, we're going to do it right. Okay. We're not doing some little shabby party here. So we did a big party at the Polynesian and I just remember my parents, who are like, i hit the jackpot with these two.
00:38:02
Speaker
Everything that they've given to me and watching them sit on the balcony with their cocktails, with all my friends and family and celebrating this beautiful summer night. Usually it rains. My birthday is is in June and it always rains here. It's always a thunderstorm. There's always a million mosquitoes.
00:38:19
Speaker
There was no rain. There was no mosquitoes. It was the most beautiful sunset I've ever seen. and just to see my parents sitting out there relaxed, with everybody that we love with their cocktails in their hand. Like it just warmed my heart to be able to do that on cash. I wouldn't have been able to do that, but on points we could make that work.
00:38:40
Speaker
And so it was just, it was just such a magical experience of like a Testament to the experiences you could have with DVC that otherwise you may not be able to just kind of you're on the water going to Magic Kingdom going, who stays in the bungalows? No one's who's who can afford to stay there?
00:38:56
Speaker
Well, we did that night, you know, and so now that's our. So when we were leaving
Personal Disney Anecdotes
00:39:00
Speaker
the next day, my dad said, so where's your birthday next year? Alani or Copper Creek Cabins or so like we started now we're high. So we got it. We got to get back up to that that that threshold. But it is such a special.
00:39:11
Speaker
experience and it's a game changer in how you spend time with your friends and family. Definitely. No, Gary, I just got to say one, one more thing about that. I am the poster child for, for that.
00:39:23
Speaker
I will stay in a box, a cardboard box, but I just got back from the grand Floridian. but And I never thought I'd stay there. My wife, we used our points. We have 150 point contract.
00:39:35
Speaker
I hope Sue still works with you guys. Yes. When you talk about making when you talk about making magic i had i bought our contract in eighteen or seventeen and then had to sell it right back at covid and um then i called six months later and bought animal kingdom lodge uh i dealt with her the entire all three times and she was i mean that's that's the kind of person that you want representing yeah company right there she was amazing i'm gonna pass that on to her josh that you said spectacular we called we call sue our fairy godmother because she just has so many amazing stories and she's
00:40:13
Speaker
wonderful to work with. She was awesome. And my wife and I just got back from Grand Floridian. And I mean, she was just making fun of me the whole time. Because I was living a life. I'm telling me for real, I was so happy there.
00:40:28
Speaker
You could not take the smile on my face. Is it too fruity? Is it too this and that that people say, do you think? I mean, I stick out pretty big there, I'll tell you that. mean I mean, I definitely stick out. The majority of people I think that are there are paying straight up for the room, like a regular vacation, and aren't DVC members typically.
00:40:48
Speaker
But ah we got a theme park view studio. That's myself, my wife, and our daughter. And watching the fireworks, the the parade, the float parade go by, i mean, it was just, you can't, we would never be able to pay for that.
00:41:04
Speaker
Yeah, outright. never Yeah. And it it just that's what that's where my points are is Grand Floridian. And it's just whether I stay there or not, it's nice to be able to have it to to stay there. But it's you're right. Like it's not an experience that you would normally probably do, but to be able to do it.
00:41:23
Speaker
And um it's it's a game changer. It definitely is a game changer, especially the theme park view.
00:41:30
Speaker
So I have a million questions. So a couple about your time with the Walt Disney Company, a couple of DVCs. So I will pick one that kind of combines both.
00:41:44
Speaker
um What are some of those um skills, some of values that you carried with you into your day-to-day, like everyday life versus your work life too? What what kinds of of the values that you gained at Disney do you draw on in a daily basis?
00:42:05
Speaker
That's a good question. i think the biggest thing I think about every day when talking to to my guests with DVC Resale Market is I try to solve for yes.
00:42:17
Speaker
I try to be a problem solver. I can't always solve the problem, but I can at least get to the root of what you're asking and see if I might have a different solution. um And so is it, you know,
00:42:30
Speaker
Whatever it might be, if it's just figuring out if DVC is for you, just figuring out if financially you can do it, just figuring out the points level. I try very hard to be help of a help to people. And that's why i say i like myself. I like to consider myself more of a guide that we're on a journey together versus, you know, anything more than that. And so I try to.
00:42:52
Speaker
um In my personal life, I try to do that too with my family and friends. And I find myself getting frustrated if in service if I don't get that back where I'm like, let's solve for yes, here, go, you know, if it's ah if it's if ah as a consumer.
00:43:04
Speaker
um But I think that that's so important because, again, I just go back to the human connection of just let people know that you're on their side and you're trying to help them. And if I can't solve it, if there's no solve for it, I cannot sell you 100 points for $2. There's no way I can do that.
00:43:21
Speaker
I will, we'll find something else to connect on. And so, you know, and that's more realistic. So I try to be a problem solver because I think that's very important.
00:43:32
Speaker
You know, you got your boundaries and you're vulnerable and that's, what's cool. It's like, look, Hey, you know, you can't give me a penny and me be like, okay, I'm going to like, it's not going to happen. So, you so you're honest. There's a sense of yeah transparency and honesty. And I think that's a good thing.
00:43:51
Speaker
Yeah, the kid i see I hear the kids say to a lot today to bring my authentic self to the table. You know, yeah, my authentic self is very friendly, um very polite, but very real. And I, you know, I won't waste anybody's time either. And if this isn't going to work, you know, whether it's a DVC relationship or any other relationship, you know, it's got you got to be real about it. Gosh, why couldn't you
Memorable Ambassador Events
00:44:13
Speaker
go into like the like law?
00:44:15
Speaker
yeah but I mean, for that reason if I had a lawyer, no, no, I'm not that I'm not legal trouble or anything. But I'm just saying. Anyway, so it' sorry, I'm going to hit me right now. So just saying authenticity is not a bad. I had one more question as, as an ambassador, what was, what was maybe the top or top two experiences that you know, that you only had because you were able to be a Disney ambassador?
00:44:49
Speaker
the the, the ambassador position was so special because it it was a dream. It was literally a little girl dream that came true. And I remember seeing the ambassadors for the first time on stage when I was,
00:45:01
Speaker
20 or 21 and I was I did the Disney College program, but then I did another program two years later called the fellowship program at Epcot. And that was an international program that they don't do this any longer, but I had walked into like our team's office to get ready for for the day. And what you do is you represent your country. So we would go work in the pavilion at Epcot of your country.
00:45:22
Speaker
um And we, as the American students were the host and hostesses for the other international students. There was a hundred of us total. And anyway, I walked into the office around 8 AM and they said, oh, are you working today? And I said, this is 1996. And I said, yes. And they said, oh, come with us. We're going to magic kingdom.
00:45:38
Speaker
our secretary ah francy is an ambassador finalist and like i have no idea what this means so we went to magic kingdom i just did what i was told and i'm holding literally like a stick a popsicle stick with francy's head attached to it like you know just like a a campaign kind of and um on stage in front of the castle uh it was the it was the cake 25th anniversary castle the hot pink I don't know.
00:46:04
Speaker
What's that? ah Oh, the pink castle. Yes. It was the pink castle. Yeah. Yeah. The cupcake. so yeah it's Yeah. He either loved it or didn't love it. And so but there on the stage was Al Weiss. He was the president at the time. And Debbie Dane Brown, who was the very first ambassador.
00:46:23
Speaker
and then these finalists and and we i watched ah melissa valaket and kendall jolly become the new ambassador team and i thought who are those people you to talk about crying like i just stood there with our girl didn't win but i stood there crying so that what am i watching this i'm like in the more different world the disney special like the little girl that would watch these it's like the voices of liberty are singing and they're singing when you wish upon a star in front of this god awful castle and like it was so amazing and so magical and It tucked way back here that I want i think I want to do that one day. I just don't know how to do it. Well, anyway, 10 years later, I ah interviewed and I auditioned for it. I didn't make it the first year. I did make it the second year. And I'll get back to your question now. Sorry, I kind of go off on a tangent. I apologize.
00:47:06
Speaker
But it was such a dream to come true because i i the first year, I just went out for it because I thought, then I can always say that I interviewed to be an ambassador. And I won't get it, though. And I didn't. But I made it to the stage. So I made it to the finals.
00:47:21
Speaker
And then I thought, actually, I might, i don't know, maybe I'll do it again. And now I know more, you know, what I know. And, but one of the best events that I ever did, and I was just talking about this with my, my niece, Olivia,
00:47:36
Speaker
and she's getting ready to do the college program. And she she just looked at me and she said, you know what, Carrie, I've never been to an NFL game. And I said, no, she said, no, I really want to put that on my list of things to do. And it took me back in 2008. I was part of the NFL halftime show for the Carolina Panthers and the Denver Broncos.
00:47:55
Speaker
And it was a make a wish halftime show. And so my job was to be on stage. And I've never seen a halftime show ever be set up in record. I can't imagine the halftime show at the Superbowl, what goes into that, but this stage went up in 30 seconds and came down in two. I mean, it was unbelievable, but me and Mickey and Minnie were on stage with these beautiful families announcing that they were going to have their wish trip come true to go to Disney.
00:48:24
Speaker
And i just remember thinking you have to disassociate because you can't cry. You can't be ah mess on stage. You're the leader in this moment and you can't you can't be a mess. You're holding a microphone, all eyes are on you, you're in the NFL stadium pull it together somehow. And so when the director turned to me and said, go ahead, Karen, you know, it's so loud. And I had the little earbuds in and I'm talking and I can hear myself. And you know, you and your ears are blocked up, you can hear yourself. I'm like, i don't know if i sound like I'm, you know, ah like a ding-a-ling or if I sound like I'm four years old. To me, I just, give you know, you hate the sound of your own voice half the time.
00:49:00
Speaker
And so I said what, you know, my script, what I had to say. And then I just told these kids that i we loved them. We were so excited to bring them to Disney. And then we showed this video about Disney. And they got to then get in like the golf cart with Mickey and Minnie and ride around the stadium.
00:49:16
Speaker
And then I was ushered off into um like where the football players come out in that tunnel. And I just remember being completely like I was happy. I was smiling. I was so like buttoned up and I was freezing. And we went up and we had a beautiful box that we watched the rest of the game in. And we got to hit play with the kids and myself and the manager went to dinner that night and we're sitting at Sullivan Steakhouse in North Carolina. I'll never forget it. If anybody knows that steakhouse, it was delicious.
00:49:43
Speaker
Oh, I mean, some of us live in North Carolina. Do you live in North Carolina? Yeah. I'm in, well, I'm in Fayetteville. So you know, you know, Sullivan Steakhouse. Where, is where is it?
00:49:54
Speaker
Um, is that Raleigh? Is it? I mean, where's the stadium? Where's the Panther stadium? oh Charlotte. Thank you, Barry. Well, I know, but I do live here, so now... Me too.
00:50:07
Speaker
I guess me and Barry have a bro date coming up in our future. Thanks to you. we're gonna Me and Barry are going to going to come and see you guys.
00:50:17
Speaker
I'm going to buy him dinner and, uh, you know, Oh, and take a picture and send me the selfie. And from so if Sullivan steakhouse is still there, it was, I remember it was 16 years ago.
00:50:28
Speaker
I still remember because that was the moment that i broke down at dinner and every emotion came out. And I think that the staff thought that my, my manager, my, our sweet manager, Brian, I think she thought he was breaking up with me because I was Just sobbing because of these kids and the event. And it was so magical. And again, I'm going to bring it right back to where we started. The impact that Disney had in this football stadium.
00:50:55
Speaker
with the football players and like, you could just see like when Mickey and Minnie came out, the football players were on the sidelines at this point. And they were like, you know, it was just, and just the magic of Disney. I don't care how big you are, how strong you think you are.
00:51:10
Speaker
You felt like a little kid, you know? yeah Yes, exactly. Josh is big, strong. Yeah. Exactly. Volunteer volunteers. and It was Unbelievable. And it was it really was a highlight of that entire year. It really was. I did that. It was my last few weeks in the position because you only hold the position for one year.
00:51:30
Speaker
And then they turn the team over to, you know, whoever's newly selected. But that has to be the my top. It was it was an amazing, amazing experience. And I'm forever grateful to have had it.
00:51:42
Speaker
we shoot that's You know what that's called around these here parts? That's called sharing the magic. Sharing the magic. That is. No, it really is. a good name for a podcast, you guys. I know. We should pick that one. Ann Sullivan's is still there.
00:51:58
Speaker
Yeah. So, Carrie, before I turn it over to Brandon, because know he has a question, i we had Debbie Dane Brown on here on our show. And um um I know a lot of people know Connie Swanson Lane as well as as one of the one of the ambassadors. We haven't unfortunately have a header on here.
00:52:16
Speaker
So let me let me ask you, for so being an and an ambassador, what what are some of the highs and what are some of the lows? Because I know, you know, day in and day out, it's it It could be taxing on it because, you know, you're being a representative of a particular ride or attraction.
00:52:34
Speaker
And so doing that, ah how did so how was your day in and day out of doing that? Were you going to say something, Jeff? Yeah, I was going to was going to retcon Barry a bit, but only a bit, only a bit.
00:52:48
Speaker
And it's like, man, we're on such a positive energy. I'm like, we'll bring it real. and He's like, Barry's like, what's your lows? I'm like, no, no, no, no. We can't end on that.
00:52:59
Speaker
But no i go ahead. I'm assuming you had all high days at Disney. I don't you know. Well, I know. I think every every day you work there, Carrie, yeah the the sky was blue. It was probably a nice little 75 degrees.
00:53:14
Speaker
but you know Yeah. Mr. Bluebird came and sat on my shoulder and sang. Well, and for y'all. You get free dole whips every day. This guy just handed him And for y'all new listeners, Barry's like my best friend. So me and him go back. We got it. We did it. Yeah. So me and Barry. So anyways, Carrie, so what um I know compared to Connie in 1966 doing it compared to now. So what are what are some things you had to do? And what were some of your high points?
00:53:43
Speaker
Well, connie Connie is lovely. And she she worked with Walt. She worked with Walt Disney and walked hand in hand with him. um As you know, Walt passed away before Walt Disney World was opened. And so Debbie worked with Roy and really worked hand in hand with him and actually toured Lily and Disney down.
00:54:05
Speaker
ah She probably said this on the podcast down a rubble Magic Kingdom pathway street. So to to know those two ladies is just like a geek out. And Debbie is such a dear friend um and the warmest.
00:54:17
Speaker
woman, lady, mentor I've ever known in my life. She's just just so wonderful. and um But I think for, you know, for my, you know, every 10 years, I feel like the the program goes through a change, which it needs to. It needs to keep up with the generations.
00:54:32
Speaker
I think for us, we were at a time um just before social media. Facebook just came out in 2008, I believe. And so it was a little bit of mystery.
00:54:42
Speaker
The company was definitely not on board with Facebook at the time. So we didn't have a social media presence. We had an in company presence. More so, but we were very kind of, you know, back in the day, anything we did was going to be on TV or radio. There was no social media, which I kind of and am glad about that because you do make a lot of faux pas as an ambassador as well. And not all of it's captured, you know, on camera.
00:55:11
Speaker
I think some of the highs definitely were the events, you know not every day is ah is an NFL halftime show. um Sometimes the high of the event of the day is 25 year housekeeping cast member at the boardwalk who also cries because they just love what they do and being in their presence and honoring somebody who works so hard.
00:55:31
Speaker
and really is thankless as a housekeeper. They don't get that face-to-face interaction all the time, but they love what they do, could was also a high as well. So the smaller, intricate you know little moments and then the grand ceremonies were ah were just amazing.
00:55:47
Speaker
I think some of the lows Gosh, you know, when you look back, everything's a little bit with rose colored glasses. So if you had asked me in 2009, I might be able to list 12. But right now, I'd have to say, back then we were very boxed in into you had to wear certain attire.
00:56:05
Speaker
you I remember they changed my hair. I'm not a natural. and can't I know we're not on video for the podcast, but I'm a natural brunette, not a natural redhead. And they changed my hair color. And that was horrifying to me because every woman says they want a makeover until you're sitting in the chair because that what is the makeover for? It's to tell you everything that you do wrong.
00:56:25
Speaker
And so your makeup's wrong and your glasses are wrong and your hair color's wrong. So that was kind of traumatic for me. I didn't want to be a redhead. When they kept using the term redhead, I'm thinking Lucille Ball. who is, was beautiful. Lucille Ball was absolutely stunning as Lucille Ball. I am not her.
00:56:40
Speaker
And so i had to get used to the hair color. i had to get used to kind of being my authentic self, being who I truly am, but also being a Disney ambassador as well. And there was not too much of a difference there, which is, I think, which made me really good for that position, but enough that I'd have to say, like, I do have an opinion on that, but they don't ask, they don't want your opinion, Carrie.
00:57:01
Speaker
They want the ambassador's opinion. And then the last, I think, downside to being an ambassador back in 2008 was we had to wear pantyhose, you guys. And for Dawn and Lisa, they understand the pain of that. And there was nothing worse than wearing pantyhose in 100 degree July weather.
00:57:16
Speaker
Right. That temperature is horrible. Pantyhose. You poor things. I know. i'm like ah I couldn't even imagine. it was ah it was a It was like a written requirement?
00:57:29
Speaker
Yes. No. Believe me, when I used to knock off 7-Elevens all the time, I'd put hand posts on my face. And it that, especially if it was July heat, that was sweaty and awful. Oh, I shouldn't have said that. Oh, no. I'm sorry, everybody.
00:57:44
Speaker
but I'm just teasing. Teasing everybody. Teasing. Pantyhose in the and 90s and early 2000s. Now I don't know that any girl wears pantyhose, but i I think the three of us probably
Transition to DVC Resale Market
00:57:56
Speaker
had to. forgot they existed.
00:57:57
Speaker
Well, I certainly hope that the award that I can see behind you is for wearing the pantyhose. um know but No, it doesn't say for wearing the pantyhose, but i'm going to scratch out my name and put that. on Look, I just said I knocked off 7-Elevens. That's actually not true. you know bre So you know there's nowhere to go. You can just say what you want. It was a sheet. It wasn't a 7-Elevens.
00:58:24
Speaker
Yeah, so I want to thank you. You know, all that information that you provided was, ah I mean, a definitely impressive background. And it's good it's good to see, like, that you started from the beginning, you know, and and worked your way, even, like, from, ah you know, food and bev all the way to the cruise line and then, like, being ambassador. Like, that that shows that anyone can do it if they work hard.
00:58:45
Speaker
So that's a good thing. um Secondly, I want to say with – Now that you're in DVC, I have a question because I absolutely love Hilton Head and I love Vera Beach. You know, Hilton Head's about four hours from Orlando and Vera Beach is maybe an hour and a half, I want to say. So, you know, that transition from you going to, you know, from Ambassador to, i want to say, selling DVC, like how challenging was that for you? Because...
00:59:12
Speaker
i don't I don't think you work for like DRC or anything like that. So, you know, to learn every in and out and to be able to present, like, how did that flow for you?
00:59:23
Speaker
Yeah, it was pretty, don't want to say it was easy, but I always kept up with Disney information, knowledge, the the newness of Disney. Plus I was part of the college program and internship recruitment team. So I recruited for our management internship. So I knew a lot about the resorts and the park operations because I would hire the interns that would go there.
00:59:44
Speaker
And um so at DVC, I don't know if they still do it today, but there was a script, like a 30 page script that you had to stay on. And I'm I'm better off the cuff than I am memorizing. I was just to say, like, i I always wanted to be an actress, but I just want to do more improv. Thank you. Yeah, I love i comedy. love You know, the the improv just kind of the banter is more me.
01:00:08
Speaker
And so I was looking at this book and being like, oh, my God, like this is very daunting. But I had to memorize a lot as an ambassador, too. But it was kind of like, let me just memorize it get it out and move on. This was like, no, no, you've got to do this at least three times a day. So it better stick.
01:00:22
Speaker
And so you also I think the best guides have a love for Disney and actually experience it. And so I truly did. um So that was part of my training for that.
01:00:33
Speaker
And then coming here to DVC Resale Market, I was part of the 2020 COVID layoffs. And so back then i was working for Disney. um After being a guide, I went and I opened Club 33 here at Walt Disney World, which is the private club that Walt started out in Disneyland.
01:00:50
Speaker
And so I opened the clubs here. I was on the opening team for that. and When COVID happened, everybody got furloughed, but there was like five of us left that didn't get furloughed. And so we stayed on for quite some time and just learned how to keep the club open. how do you And I was on the sales side of things. I wasn't in the operation, but suddenly we're talking about measurements between the tables of like, how safe is it? And it was just a crazy time.
01:01:16
Speaker
When I heard Disney was going to do layoffs, I knew I've been around long enough to know I'm 20 years with the company. I've got to be on someone's list somewhere pending. layoff And so sure enough, it happened, but I was mentally ready for that layoff to to happen. And I would say it didn't hurt. It did.
01:01:34
Speaker
But the next day i was laid off on September 30th, 2020 and October 1st, 2020, Nick Cotton, who owns DVC Resort Market called and said, and he was a friend of mine and said, I'm so sorry. You got, you know, you're part of the COVID layoffs.
01:01:48
Speaker
I have a position. And I was like, oh my gosh, like that's perfect segue. And so I just moved from, you know, Walt Disney World from the Disney, you know, the Walt Disney Company into DVC Resale Market where I still talk Disney, but kind of that box I have was in, you know, being an ambassador. Now it's like the world is my, my, mice my, you know, kind of my home because I can work anywhere. I can, you know, talk to anybody that I want.
01:02:14
Speaker
And so I think you just have to be a true, believer and and lover of Disney, you know, and then the transition is not that hard because you're doing something you enjoy. Yeah. And, you know, those those two resorts that I mentioned, a lot of people that are new to DVC don't even know they exist.
01:02:32
Speaker
It's so true, Brandon. You know, I'm from North Carolina, but I'm actually a Florida resident now. Oh, OK. You know, we would travel to Hilton Head instead of having to drive almost eight hours to Walt Disney World.
01:02:44
Speaker
yeah And, you know, it's it's hard for those cast members there to like continue the magic because there's no theme park attached. There's theme park and there's no characters. So Hilton Head is one of my favorite DVC properties. I love Euro Beach too, but I'm more of a mountain kind of, I like the lakes more so than I like a beach. I like the sound of the beach, but I don't like the sand. That's a whole other story.
01:03:07
Speaker
But I love Hilton Head, the shopping, the beach. Hilton Head had characters. Shadow the dog and oh shadow that guy Blue Crab. Yes, but they couldn't have Disney characters. They couldn't have Pluto. shadow and Shadow has a pin.
01:03:21
Speaker
Shadow has a Disney pin. Yes. Yeah, but they they got rid of Shadow. Shadow, I either passed or moved along. And now they actually have Pluto and they have Chippendale. They should just have like Lester's Possum Park.
01:03:34
Speaker
And i mean, no, I'm just saying it it brings back the magic now that they do have characters. Like, I mean, the cast members are amazing. and they don't shot They don't have Shadow? I'm so sad. I'm so sad. I didn't know that. think Shadow went to live on a farm somewhere in North Carolina. Maybe. Yeah. no he went to that's why my mom said my goldfish went so yeah the same farm the same one yeah he's doing right yeah they're good they're playing my told me when i was five so but uh brandon i'm like you i love hilton head and i think it's so underrated and when i talk to guests all the time and they say
01:04:13
Speaker
When I say, you know, you can use your points at, you know, Aulani, Grand Californian, Vero Beach and Hilton Head, they say, Hilton Head, that's South Carolina. What am I doing there? Well, there's a Disney resort. what What do you do? Oh, let me tell you. I mean, I love Hilton Head.
01:04:27
Speaker
Huge fan. Taking a 15 minute ride to the beach house. Yes. I mean, I mean, bike ride to the beach house. bike ride to the beach house savaha is half everything way Yeah. It's ah the the sunset cruises, the shopping, the golfing. It's beautiful. It's absolutely beautiful.
01:04:45
Speaker
So I appreciate your feedback on that too. Cause I mean, I love to hear what people think about it, but you know, those, those two resorts people don't know much about. So I just wanted to, you know, hear what you love.
01:04:56
Speaker
Yeah, no, I love it. I think it's great. I think it's great. Thank you. What are some of the perks when we all know, you know, it's the points and you can get the, your home resort and all of that can be negotiated and decided. But what are some perks that um can tell our listeners why they may want to have DVC that we wouldn't know some new things.
01:05:18
Speaker
They have some new clubs and things like that. So DVC with DVC resale market, you save about 30% off of a typical contract. And so you're purchasing somebody else's contract, but you're saving 30% off of it right from the start, which is a huge, ah huge savings.
01:05:34
Speaker
You have, you can stay at all of the same resorts. There's three restrictions where you can't stay Riviera, Fort Wilderness, Campground, and the Disneyland Towers. Otherwise, it's all the same as as as DVC Direct.
01:05:46
Speaker
We have with DVC Resale Market a program called the Swap Program where members can swap out their points for other vacations. So let's say, for example, Epic Universe is opening at Universal Studios up the street. I'm going to take off my Mickey ears for just half a second and talk about Universal.
01:06:02
Speaker
But this is going to be this I mean, the name is it's in the name Epic. It's going to be amazing. Let's say people say, you know what, my kids are a little bit older or we love Harry Potter or we want to go and see Epic Universe.
01:06:12
Speaker
How do we do that? Can we use our DVC points? Typically, the answer is no. With DVC Resale Market, you can swap out your points with our swap advisor where say you have 100 points, you can swap those out for a couple of nights at Universal. You could swap those out for a Royal Caribbean cruise, for a Disney cruise, um for an Adventures by Disney, for Sandals in Jamaica. So we have this awesome program where you can use your points, certainly at Disney, but then there's like a whole other variety of ways to use them as well. And that's a huge perk.
01:06:44
Speaker
within you know within having those points because even like, you know, to to Brian who paid off his membership years ago, you're now paying on your annual dues. So that cruise might cost you however much your annual dues are, you know, so instead of costing 10, $20,000 so. So it's kind of looking at that break even also, but there's a lot of different benefits that you do get.
01:07:05
Speaker
DVCresallMarket.com is our website and there's a ton of listings, but then you can also read more about the swap program on there as well. I guess also i'm i'm referring to the the actual when you're in the park. I know when I was in Epcot last, year they had a new DVC club, things like that. But people that aren't DVC owners, we don't get to partake. Yes.
01:07:27
Speaker
Yeah. but Those perks. So that's for DVC direct. So direct members can have the access to the clubs. um There's, I think, two of them, Epcot and Bay Lake Towers as well.
DVC Resale vs. Direct Contracts
01:07:38
Speaker
And that's if you purchase direct. And I think the direct purchase has to be a minimum 150 points.
01:07:44
Speaker
yeah and And there was one, there was one in Disneyland when I was there recently. yeah And i that was really nice. The Epcot one's really cool. i like that one. um But yeah, the the Disneyland one was shocking. I was, it was really nice.
01:07:55
Speaker
Yeah, they are nice. So the resale market, you don't get those perks, um but you do save quite a lot of money as well. Okay, good to know. I'm very new to this whole DVC and resale. It's very interesting. And I'm sure a lot of our listeners are interested.
01:08:11
Speaker
You also get the discount on park tickets, right? Is that correct? or DVC Direct members, I believe, do get deep Disney tickets. we Brandon, do they not?
01:08:23
Speaker
Annual pass discounts. Annual pass. Thank you. Annual pass. We sell also Disney tickets on our website as well if you're not going to do an annual pass. And there's a discounted tickets too. So think, you know, a lot of people will come to us and say, i'm kind of comparing direct and resale. And what are the benefits and what are the perks and what what do I lose out on or what do I get over here?
01:08:42
Speaker
i think the biggest thing you have to look at is, you know, the the first of all, of course, the cost savings. And again, I'm not here to deter anybody from doing what you truly want to do. The cost savings, though, will save you just a ton of money. The perks are great.
01:08:54
Speaker
They can just go away at any time. And we saw that with COVID as well. So, you know, some people will do a little bit of both where they've got resale contract and they've got a 150 point contract, Disney Direct as well, because you can combine those.
01:09:06
Speaker
So say you purchased the resale and you can't travel for a whole year for whatever the reason. I know you can bank them, I'm pretty sure. But what if you wanted to sublease it out and yeah you can do that?
01:09:18
Speaker
You can. So DVC Rental Store is our sister company. And so we could we've got kind of two entities with that company. We've got the member side and the guest side or or renter side. So the member side will help the member in renting out the points, get the most amount of money for those points.
01:09:33
Speaker
And then the guest facing side with the renters is actually you know helping the guests say, maybe I want to try before I buy DVC or I'm never going to buy DVC, but I'd like to stay in the DVC properties.
01:09:45
Speaker
And so before, um when I came to the company, I wanted to do that and rent out the points. So I rented out at the, also at the Grand Floridian. I love the Grand Floridian. I don't know why I did that, that resort. There had to be a reason.
01:09:56
Speaker
But I do love Wilderness Lodge as as as Brian sitting there. willous lie But anyway, I rented at the Grand Floridian and I mean, I think I paid nine hundred dollars total for two nights, which was which was wonderful. And it was a studio theme park view um because it was in the new building and it was absolutely amazing. So four hundred fifty dollars a night.
01:10:16
Speaker
And it's through rented points. You can't beat that because those rooms are like eight eight or $900 a night. So DVCrentalStore.com is another good option as well for people who say I'm not really 100% into DVC just yet, or I want to try before I buy, or you know another option is going to be is going to be to rent out the points.
01:10:34
Speaker
And a lot of members, too, will rent out their points to pay for their dues that year. Like you said, Dawn, to kind of sublease that as well. If you're not going to travel, if you've got a wedding you know somewhere else or you're you' you're going to do a home remodel or whatnot, you and you're just not going to travel. So you get that money to pay pay out your annual dues.
01:10:51
Speaker
And then I just have one last question because I know I've asked a lot, but and I'm also a realtor, as I heard you said. Oh, yeah. So is that something they required you to do for listeners that might be interested in selling DVC? Is that a requirement?
01:11:03
Speaker
No, to be a guide, to be an agent, you do have to be a real estate agent, but to sell or buy, you do not. Okay. Not at all.
DVC Resale Market Structure
01:11:11
Speaker
Wow. That's a lot of lot of information. Yeah.
01:11:14
Speaker
like very like okay i could feel i i've been on this podcast so long i could just feel it i was like oh here we all know what's i'm like this is barry's it's like that information truck backing up or you can hear it yeah yeah and and this is where he goes well everyone it's been wonderful to i know we're all we're all in a rhythm this is so nice but barry continue my friend Yeah, so, so, Kerry, before we wrap up here, so doing DVC and and everything, um how does one get into working for a place like yours?
01:11:55
Speaker
So we are DVC Resale Market. The bigger company is called Keyholder Vacations. um We also are known as World of DVC. So we do a podcast called World of the World of DVC Show where we talk a lot about DVC.
01:12:08
Speaker
We also have a podcast called DVC Fan that also will talk a lot about DVC specifically, the resorts, the rooms, the whole experience. um So those those might be good things to check out. As far as, did you say working for the company?
01:12:21
Speaker
Yeah, if someone was interested interested in getting into, hey, I want i want to spend the rest of my life selling DVC. Yeah. So one thing that makes us unique that I really do love this about the team that I work on and the the leadership that I work with is all of us are former Disney cast members.
01:12:40
Speaker
So from our CEO to our admin to our sales team, we're all former Disney cast members. And so in order to be part of DVC resale market, you do need that experience to work within DVC. So a Disney Vacation Club cast member, because it is such a different world.
01:12:56
Speaker
kind of journey that you're walking on. It's a different language. And so to come in having that and learn your job at the same time is a huge benefit. Now we have Monero financial that does all of the loans for all of us.
01:13:08
Speaker
That's also our parent company, our sister company. I mean, DVC rental store, be our guest vacations. um There's a lot of different avenues. And as we continue to grow and build,
01:13:21
Speaker
you know, there, there will be opportunities for that employment as well. I think I saw Lisa is Lisa in Indiana. am. Okay. so our DVC rental store headquarters is actually in Indiana as well.
01:13:34
Speaker
I don't think I knew that. Wow. Yes. And so I used to go up to Indiana quite a lot because I came into the company, um, as a director of staff for some time to kind of do this big merger.
01:13:46
Speaker
And once the merger was complete, I went into the sales team. And so i was up in Indiana all the time. And um they always just make fun of me because of the Colts versus the Patriots, Tom Brady, Peyton Manning, ba um all that kind of stuff.
01:13:58
Speaker
But every time you mentioned that other team, I yeah started, you know, it's still be friends, though. It's okay. We can still be friends. Yes. Yes.
01:14:08
Speaker
I know it's okay. It's okay. We can all be friends. But so yes, so that headquarters is up there. But a lot of us work here locally in Central Florida. We have team members in California.
Favorite Disney Characters
01:14:17
Speaker
So we can be, you know, also very um remote too. And I think I just saw Brandon. Brandon, are you friends with Paul?
01:14:26
Speaker
Yeah, okay. So Paul Krieger is a good friend of mine, too. He does the DVC fan show and he's awesome. I'm going to shift this to the right so fast. You watch this. What's your favorite Disney character?
01:14:39
Speaker
Oh, that is a shift. Yeah. Oh, I'm bad. I'm bad. Why do I do these things? We have a meeting here. You're pulling in one of the Disney tradition questions now.
01:14:51
Speaker
No, what's your favorite Disney character? desert island I have two. I always have to have two because I have to have Mickey and he's just like Mickey's Walt and Walt is my favorite person. Right. And so it has to be Mickey and Mickey mouse. And I have done so many events together and and he's just been, that little mouse has been so good to me, but i have to also pick Donald duck.
01:15:13
Speaker
Because I love humor and his feistiness. But his heart is so big. He just gets frustrated. My Donald's... Yeah, and know. Is it Donald? No, people hate it. It's like year two. That's actually better tonight than usual.
01:15:32
Speaker
ah ball like that la i You say you can't understand him in real life and I can't understand him. I can't. I got friends that do so much better than me. And they spend their Donald duck.
01:15:44
Speaker
Anyways, I don't, I don't hate that answer. That's a great answer. Donald is a great character to love. And i I, connect with him too. So I think
Promoting DVC Services
01:15:54
Speaker
that's wonderful. And, and, um, well, oh, gosh, just wonderful to have you. And,
01:16:01
Speaker
yeah yeah Well, Carrie, since um I'm a Yankees fan, I'm not going to hold that against you. But why don't you go ahead and why don't you promote some of your your social media or your website so people can get a hold of you?
01:16:18
Speaker
Yeah, we we have a few different avenues. DVCreselMarket.com is our link to all of the team and the listings. um my but My bio is up there as well. My email page.
01:16:30
Speaker
in for my business is carry at dvcresalllmarket dot com DVC DVC rental store.com is another great Avenue because that's that rental side of things. um If you want to try before you buy or just see what other listings are up there for the rental side of, of it.
01:16:45
Speaker
We have our podcast. We do a monthly podcast show called the world of DVC show. That's we do audio version and well we have a video version that's also translated to an audio version on Spotify and Apple and we've been doing that this is we're coming up on our fifth anniversary. it It blows my mind. We've been doing this almost five years and so myself and my two colleagues Derek and Marissa host that and then our friends at DVC fan with Paul Krieger and Amy Krieger and Derek DeBoer And they do a lot of them.
01:17:16
Speaker
They'll do a lot of topical events. They'll do a lot of the openings. They just did some great things at the new Polynesian Towers. And so ah we talk a lot about kind of our experiences and whatnot, because we've worked together for a long time.
01:17:29
Speaker
We talk mainly about you know the travel and DVC resale market and the rental store, give updates there. And then Paul and Amy kind of do a little bit more in the parks and at the resorts and whatnot. So I think both shows give you a lot of great information, whether you're a Disney fan, and DVC fan.
Carrie's Role in the Company
01:17:47
Speaker
or just kind of starting out and wanting to look into some of these things, I think they'll give you some really great information and answer some questions. And you can always reach out to me as well. um You know, I'm not just here if you're looking to buy or sell a contract. I'm also here to, like I said, I like to problem solve and help people. So I can always do that as well.
01:18:05
Speaker
Carrie, I want to thank you for coming on here. I think we learned a lot. My head hurts now because I didn't know. I practically, I applied to work um at Walt Disney World for DVC at one of those kiosks and they, and I just got a one little letter back that said LOL on it. So I knew it wasn't, it it wasn't meant for me.
01:18:27
Speaker
So, so, so I, So I'm thankful for people like you that can help so many people in in the parks and also across across the country and across the world. So want to thank you for coming on, for spending your evening with us. And again, thank you all co-hosts for joining as well. It's always a pleasure seeing your smiling faces, even though they can't see your smiling faces on the podcast.
Closing and Social Media Promotion
01:18:53
Speaker
But until next time, keep sharing the magic. Thank you for joining us for another enchanting episode of Sharing the Magic. We are the Thinking Fans Podcast, an edutainment show where education and entertainment collide each week.
01:19:07
Speaker
We bring you whimsical interviews with Disney guests who share their magical experiences and reveal how they are woven into the Disney fabric. Don't forget to hit that follow button to stay updated on our latest episodes.
01:19:20
Speaker
Spread the word and let your friends know they can tune in wherever they enjoy their favorite podcasts. You can also connect with us on Facebook, Instagram, TikTok, and X, formerly Twitter, at at sharing the magic pod.
01:19:33
Speaker
Until next time, keep sharing the magic.