Good for him. It's unfortunate that it had to take a lot of noise for it to happen, but it's still a step in the right direction.
Someone above said that it is impossible for someone to have Guest Service within such a big, growing company...that's an incredibly sad outlook on the business world. No company, regardless of how big it is, is bigger than the people that make them go round. No company is above taking a little time out of their day, however high ranking the official is, to make the Guest feel heard or valued.
I've spent a bit of time in my life working for the Walt Disney Company in various roles. In that time, I have had sit down conversations, whether they be in small groups, Q&A forums, or one on one, with the likes of John Lasseter, Ed Greer, Marty Sklar, John Storbeck, Kathleen Kennedy, and much more. These are all incredibly busy, high ranking people within one of the largest companies in the world. They have a million things to do a day and, although it took some time to fit me in, they took the time out of their days to answer my questions and let me know that they appreciate me as both a Cast Member AND a Guest. These are moments that I will carry with me until the end of time. These people understand, appreciate, and embrace the impact of every person that walks through their gates, goes to their movies, turns on ESPN or ABC, buys a set of Mickey ears, etc. That's the Guest Service that we deserve. If a company that employs close a million people throughout the world can do this, then Greg can assuredly stay to to Larry's vision and do the same for his Guests, whether it be fans of the Jazz, someone interested in buying a car, someone seeing a movie, or buying a hat at Fanzz. No corporation is so big that it is "impossible" to maintain Guest Service.
