Let's start with the positive. This past spring, I attended a performance of ROCKY at the Winter Garden. I was fortunate to have been given a seat in the Golden Circle (the section of the audience that is escorted onstage for the final fight). The ushers at the Winter Garden could not have been more gracious offering up a complimentary coat/bag check and escorting me to my seat. While explaining the process of moving from seat to stage for the final fight, they were patient and informative. Overall, my interaction with these ushers left me feeling like I was about to treat myself to something wonderful. Regardless of what I thought of the show in the end, the evening started with the promise of a special night of theater and I was excited even before I heard those familiar opening notes of Eye of the Tiger.
In this particular situation, the pre-show look includes a giant scrim plastered with Disney branding. Having been to Disney World, I know there is no place with better customer service. For lack of a better word, Disney staff creates a magical experience for all who enter their parks and resorts. While these ushers are not Disney employees, Disney, as a producer, should very well make sure that those involved with this experience are living up to the Disney standard of excellence. At the end of the day, their brand's reputation is at risk.