Off the clock? No time for guests' questions

[Judge Doom]

This makes me sad...

Off the clock? No time for guests' questions
By Robert Johnson
Sentinel Staff Writer

May 6, 2002

Walt Disney World employees are buzzing about a management memo that tells them to limit time they spend answering guests' questions unless they are on the clock.

The strategy is cost-cutting move, motivated by Disney World's desire to avoid paying employees as they walk, often for more than 10 minutes at a time, to and from their cars while starting and ending shifts.

The guidelines written by an attraction vice president, Lee Cockerell, specify that park workers, called "cast members," should defer guest queries "if the question would take more than a few seconds . . ."

In such cases, Cockerell states in the April 12 memo, "Please direct the guest to an on-duty cast member."

The issue is about money.

It's part of a long-running labor-management feud over whether workers should be paid for so-called "walk-through" time -- periods when workers, often in costume, are walking the sometimes lengthy distances from their cars through park areas to punch in near their work stations.

Disney used to pay its workers for their "walk-through" time, but that practice ended when Disney World's unions agreed on a compromise last year in which they aren't paid for walk-through time.

The compromise, part of union workers' current contract, is that they aren't obligated to make time to help guests while walking to and from their cars. The problem, some workers say, is that such time-consuming contact is often unavoidable.

"Some common sense and cooperation is obviously required," Disney World spokesman Bill Warren said.

Cockerell states in his memo that the solution is for cast members who aren't on the clock to use this response to a potentially time-consuming question: "Sir/Ma'am, I am unable to answer your question. However, the cast member at [location] will be happy to assist you."

The memo goes on to state that cast members are permitted to help guests when they aren't getting paid, "but this is on a totally voluntary basis."

Orlando's other major theme parks haven't had problems with this issue. At Universal Orlando, employees are paid for 15 minutes of "change time" on each shift, so they can arrive in street clothes. At SeaWorld, more compact than its competitors, most employees clock in close to the two security gates through which they enter the park.

But some Disney workers say Cockerell's memo is aimed at taking advantage of their good nature.

"If you're in costume, you're 'on stage,' whether you're clocked in or not," said one Magic Kingdom waitress who asked for anonymity. "I'm not going to turn my back on a family with little kids because I can't answer their questions in a few seconds. That just wouldn't be right."

A Disney annual passholder, Lee Calabrese of Maitland, suggested this solution: "They should put signs that say either 'In Service' or 'Out of Service.' "

Robert Johnson can be reached at rwjohnson@orlandosentinel.com or 407-420-5664.


Copyright © 2002, Orlando Sentinel

http://www.orlandosentinel.com/business/tourism/orl-cfbtoursty06050602may06.story (Article here)

[airlarry!]

Hey Suits of TDA:

What does the words "ON STAGE" mean to you? Should a Broadway actor drop character just because he will soon exit stage right?

Should a movie actor talk on the cell phone to his buddies on the screen just because he may not have a speaking part coming up?

HELLO?

:)

Please enjoy your stay at CDW. "Corporate Disney World."

[travisimo]

I don't know if any CM would really direct guests away if they were off the clock. Often a guest question can be answered in 5 seconds. This is more of an issue at AK because there's no backstage/cast member area so they are more likely to encounter guests off the clock. So I'm not too familiar with that with me working at Epcot. I just have a feeling that 99% of the CMs would be dedicated enough to easily help out guests even if they were off the clock. I know I would!

[DisneyFanGuy]

This is driven by two issues.....Department of Labor rules for "non-exempt" (hourly) labor and cost control. You cannot, by law, ask an hourly paid employee to do anything while off the clock. NOTHING!!!!! Thus the memo stating that answering questions is voluntary. Disney is also very concerned about controlling their labor costs, which can account for nearly 50% of their cost structure. It's a really big deal and 15-30 minutes of "walk time" for every paid shift adds up to a really big number. Clearly Disney has identified this time as a place to cut costs, and I would rather they do this then cut back on anything that directly affects guests.

We have many hourly employees at my company. I am well versed in this, and have written and communicated the same kind of memos. It protects the hourly employees from abuse, and the company from enormous fines over violations.

Disney is doing the only thing it can here.

[Peter Pirate]

DFG, Disney is merely operating in the business environment in which they have to and according to the agreement of the participating labor union...This is really a non-story, IMO...Just another chance for someone to take a swipe at the big, bad, Mouse and try to make a name for themselves...
:cool: :cool: :bounce: :cool: :cool:

[Another Voice]

No, it's just another cutback designed to funnel more money away from WDW.

They used to pay for the walk time, they used to follow all the rulles, they used to encourage cast members to help the guests on their way to & from their locations. It all used to be great.

But.....

The union didn't force this issue, The Company did. Disney decided that paying a worker an extra 15 minutes to walk from Costuming to their work location. Suddenly, this became "off the clock time" and subject to all the restrictions mentioned by Mr. DisneyFanGuy mentioned.

So by saving about a buck twenty-five for each employee - the company is now forced to tell them not to answer the guest's questions. Fantasic customer service. Really.

Business conditions and non-issue??!!! Here is yet one more clear CUT in customer service (and to the cast member's working conditions) soley to shave a few cents and people still excuse it away.

Nibble, nibble, nibble, nibble.....

[kenjean]

Does this have anything to do with cast member parking being the lot nearest the gate now? Has this always been the case? I was in WDW this weekend. I always get to the parks early, and it does not seem that I can park as close as I used to. Maybe giving them the closer lots cuts down on the walk time and the guest interaction.

I was a little annoyed at being pushed further out, as we do not take the tram because we have a double stroller. That's why we got there early. As AV said, nibble, nibble, nibble.

Its ironic that Disney is running a radio commercial now in Florida promoting annual passes with the slogan, "you'll have the run of the place" or something like that.

Right.

[Peter Pirate]

Yeah, not being able to get an answer from an off duty CM in the parking lot really affects the quality of customer service...geesh! Further, how many CM's when "cornered" in a park while on the way out, won't take the time to answer the guests question despite being on or off the clock? Disney's just following the agreement with the union...who instigated the requirment in negotiations is moot. It still must be followed...
:cool: :cool: :bounce: :cool: :cool:

[kenjean]

My pet peeve nibble, nibble on this topic was that they took the closest parking lot away from paying guests, if indeed that is what was done. Especially if it was done to minimize cast members off-clock time and save a few bucks.

That's my customer service beef.

Unless, of course, the parking lot arrangement has not changed. In that case, ....... nevermind.

[Peter Pirate]

I was mostly picking at the showbiz fellow who posts here occasionally! ;)

:cool: :cool: :bounce: :cool: :cool:

[kenjean]

Sorry,
thought you were responding to my post.

[Another Voice]

This isn't an issue about the stopping cast members in the parking lot - it's about stopping cast members in the parks. Having spent more than a few years walking through "on stage" in both suits and costumes it's rather difficult to make it from Point A to Point B without some question about restrooms, timing of the three o'clock parade, the directions to Magic Mountain, or requests for a group picture to send to Auntie Sue.

I can pooh-pooh a lot of things, but anytime a costumed cast member is on stage they are directly impacting customer service. Period. The guests do not care about phoney excuses dealing with union rules, labor cost savings, screw-ups with Costuming or all the other "business issues" that real business try to hide from their customers. A cast member is representing The Company. No excuses.

For all the posting lauding The Company for it's great service level, and endless musings about how it makes Disney "better" than everyone else - it's really amazing how quickly people accept the justification for another cut simply because Disney whines about not making enough money. An identical memo as this one on a Universal or Sea World letterhead would have been taken as proof that the Devil works at those parks. Yet put a mouse on the paper and all is forgiven.

It is not fair for Disney to force the cast members (who are trying to do a good job) into sending away guests just because Mike's peeved that he didn't get a bonus this year.

[Peter Pirate]

You're right Voice...I agree. CM's shouldn't be put in such a perdicament (if these perdicaments are truly occuring)...Seems to me this is probably another non-issue though because, a I said, how many CM's are going to fall on the scripted line & not answer the question? But, all things being equal and as it has always been my desire to live in a perfect world, I agree that this does seem unseemly...
:cool: :cool: :bounce: :cool: :cool:

[JeffJewell]

this is probably another non-issue though because, a I said, how many CM's are going to fall on the scripted line & not answer the question? ..that's pretty much the point. The corporate Disney reaps the benefits of caring Cast Members attending to guests while walking to and from their work areas, but doesn't see why the company should have to pay the CMs for performing that service.

Sometimes Disney's corporate greed raids the guest's pocketbook, sometimes it raids the Cast Member's personal time.

Either way, it is just another example of corporate energy and creativity being applied at the accounting level, rather than the guest experience level. Imagineering has been moved into bookkeeping, and the show is for Wall Street, not the guests.

Magic happens, but it's only the double-entry kind.

Jeff

[JeffJewell]

Does his verbal bark pack the same punch as his written one? ...no, if I can't go back and edit obsessively before exposing my thoughts to public view, then I communicate just as poorly as the rest of you.

Jeff

PS: Sticking to my "no Smilies" guns, no matter what the cost. Someday I'll develop the stones to leave off the postscript, as well...

[DisneyFanGuy]

(Conservatively) 500 shifts per day per park X 2.00 X365 days a year is 1 million, 465 thousand dollars paid in "Walk time". Labor costs are becomming the largest cost of anything. (In my case, almost 1/3 of all revenues are paid out in Labor costs). Most companies, including Disney, are trying to cut costs in things that least impact guest service. This was something negotiated by the union. Mr. Pirate's initial thoughts were correct. A non issue. Maintainence, Imagineering, Training of CMs for when they are ON duty.....those are real issues.

I have to, despite my irritation with many recent Disney decisions, have to believe that decisions like this one are made based upon discussion, debate, and logic. I mean, not EVERYTHIHG that they are doing is based on "tossing darts at a board".

At least I hope.

[raidermatt]

Disney Suits: How can we cut labor costs?

Disney T-account analysts: Eliminate paid walk time.

Management to CMs: You will no longer be paid for walk time.

CMs: Well then we no longer need to answer questions when on walk time.

Management: Yes you do.

Union: No, they don't, and if you try to force them to do anything without paying them you will have a major problem.

Which leads us to the memo....

So Disney had two choices:

1- Continue to pay walk time.
2- Eliminate walk time and make if very clear off-duty/in-costume CMs don't have to tell Elmer from Tennesse where the bathroom is, or when the rain will stop.

They chose #2. What are the benefits? Decreased labor costs, which of course is a plus. But at what cost? Three things:

A- There will be guests who while in the park ask an off-duty CM a question and will not get an answer that they would have otherwise received. Instead, they will be directed to another CM with no real explanation why. Any complaints will fall on deaf ears.

B- Bad PR from the memo.

C- A message has been sent to the employees and customers that management does not consider customer service to be the same priority as in the past. Management does not consider these "walk-time" interactions to be important enough to pay for. A customer doesn't know an off-duty CM from an on-duty CM, so their perception will be a degradation in overall service level. Management's message is that this is ok, because it saves money. Regardless of what management says, CMs know what the real priority is.

We can justify A by saying that maybe the number of these interactions is very small, so there will be very little impact. And B can be explained away by saying that cost cutting info almost always results in some amount of bad PR, so it will just blow over.

But C is an example of something that represents a philosophy change, and that is much more serious and cannot be explained away.

I'm not saying that this example means the Car 3's and 4's have been right all along, However, I do see this as very different than an earlier closing time or reduced show schedules. Those types of cuts can be tied to attendance levels, guest patterns, etc, and certainly can be reversed when attendance picks-up again. But the type of thing in this memo is not a temporary measure to help weather the storm.

[OnWithTheShow]

Taking shots at me heh??? Well just you wait. My revenge will come soon, very soon. Anyway I think that this really isnt a meaningful discussion at all. 97% of cast members will continue to answer guest questions.

[Bob O]

This is another example that some people are willing to excuse disney for whatever they do.
Great points were made by AV/Raidermatt. This is being done with no concern for the guest experience as that apparently doesnt matter anymore. And Car 3 people are right and have more vindication!!! And i couldnt agree more that if Universal did this most would be jumping on the bandwagon and attacking them while praising disney but the door doesnt swing both ways does it??
And its nice to see the local paper print this a week after Hill brought this up in his own coloumn.

[All Aboard]

For whatever it's worth... My only theme park work experience was at Kings Island (before Paramount owned it.) Each day I would park my car, walk into the cast building, go to wardrobe, get my costume, go to the lockerroom, change, walk to my attraction and clock in there. I would clock out from that location and reverse the process. I don't ever remember questioning why I wasn't paid for dressing/walking activities. Perhaps I was too young and stupid to know any different. Plus, we certainly weren't union! I do remember answering guests questions during my travels.

I see most Studios cast walking into the theme park already costumed. Do they take them home? Do they get them at another site?

Getting paid to walk from the parking lot to the park is a bit silly. That doesn't happen anywhere. Perhaps clocking in at a central location and getting paid for the walk from there to the attraction/shop/restaurant is a happy middleground.

But, the bottom line is that the union agreed to these terms. So, the CM's have to live with the actions of their representatives.

[airlarry!]

Raidermatt...great analysis! A well-thought out post.

However, I'm thinking that Sir Show is correct here. How many CMs have I encountered at the parks that well beyond their 'duty'? 90% of them are fantastic people who believe in The Show. The other 10% wouldn't care anyway....

This means that the Suits won't be limiting the Magic...cause Johnny CM is still going to answer Guest's questions--it is part of the reason he works at WDW, right--but what might be hit is one more slap at morale.

[raidermatt]

gcurling, if you WERE paid for walk time, under the reasoning that you are in costume and therefore expected to uphold your company's excellent reputation for customer service, wouldn't that be a source of pride?

And if the policy were changed, how would you have viewed it? THAT'S what I'm trying to get at as the biggest impact of a decision like this. You're right, its probably not a major deal in and of itself. Most CMs have pride in what they are doing and won't change. However, the policy just sends the wrong message, and newer CMs will have that much less committment.

I see this as different than requiring CMs to wash their own costumes. That saves money, and does put more burdon on the CMs, but it has no direct impact on customer service. Management can still claim to be more committed to service than anyone else, but they are just aligning their practices to the industry standards. The walk-time change does directly impact service, and I'm sure CMs can all figure out the difference.

[raidermatt]

His Airness-

I understand where you are coming from, but here's the thing...

90% of them are fantastic people who believe in The Show. The other 10% wouldn't care anyway....

Let's say your percentages are correct, and 10% provide adequate service while on duty only because its their job. Well, now that 10% does not need to even PRETEND to believe in the Show when off-duty but in costume. Under the previous policy, management could still hold their in-park guest interactions to the company standard. Now, management is saying they know 10% will disappoint guests in the park, but they would rather save the money.

Its a bad message that can have a bad long-term effect.

This means that the Suits won't be limiting the Magic...cause Johnny CM is still going to answer Guest's questions--it is part of the reason he works at WDW, right

Again, only if he's part of the 90%. And if management is sacrificing service in such a direct manner, the 90% surely can shrink over time.

[OnWithTheShow]

Studios, Animal Kingdom, and EPCOT cast members are allowed to take their costumes home with them as well as the water parks and resorts. The only work location that does not allow it is the Magic Kingdom. There are also two cast entrances to the Studios. One to the right of the entrance turnstiles and one through the costuming building by the Television(cast) parking lot. Cast members are also required to clock in and out at the time clock closest to their work location. I know at my previous work location the time clock was located along the backstage route I would take from the costuming building so answering guest questions while of the clock was never an issue for me. But just to put this in perspective, myself and many other cast members I have worked have at times sacrificed our breaks to answer guest questions and resolve issues. This is a clear example how most of the cast at WDW is a "special type of person", one who gladly will go out of his/her way to help the quest no matter what management tells them.

[Bob O]

The policy sends the wrong message and as time goes by i think you may see less CM'S going the extra mile to help people. If i wasnt being paid and the company felt it wasnt worth paying me to do it i wouldnt go the extra mile while off the clock, i would follow the companies rules and if a customer had a question i would explain the company policy.
How long is Johnny CM going to anwser the questions when the company keeps playing games with him??? Eventually enough will be enough.

[raidermatt]

Show- I didn't mean to imply that CMs were suddenly going to stop caring about customers when off the clock. I still believe Disney CMs provide top-notch service, and until I experience a trend in the other direction, I will hold to that belief.

However, I don't think the walk-time decision supports the providing of superior customer service, and that's why I think its at least a questionable move. Current CMs probably won't change much, but new CMs will never know that management considers service important even if the CM is off the clock.

I don't think the decision is the death-knell of Disney service. I just see it as a negative. Hopefully its an isolated decision.

[Peter Pirate]

Well Bob, you just proved that you're not CM material...(But I don't believe I'd be either). The point is that most of the CM's will not care about the Manageent-Union Agreement and WILL continue to act in a way that makes them so special (a point I believe I made first Mr. air! - No offense Show)...As for if this happened at Universal...What a joke. Nobody holds Universal to any standard at all. They're second tier and that doesn't warrant the sometimes unscroupulous nitpicking that hound Disney's every move...If it did, you'd hear a lot more from us 'Disney apologists' about the fact that Universal & Sea World raised their rates this year and who didn't??? Oh, that would be Disney...

Lastly, I do agree with Matt, this certainly isn't positve news, but it's barely news at all...
:cool: :cool: :bounce: :cool: :cool:

BTW, that "I said it first" comment was humor...Lame, perhaps but sarcasam at its least...

[hopemax]

I have a couple questions regarding the former policy.

How much walk time was paid to begin with?

And, how did a normal shift work? If your shift was 4 hours, was it 3 hrs 40 min at your position and 10 minutes or whatever walking time each way? Or was it 4 hours and then 10 minutes or whatever so your actual work time was 4 hrs 20 min?

[Another Voice]

So the call from the front cars is that it’s okay for Disney to treat customer service just like all the other theme parks, knowing that all WDW cast members will “make up” for it out of the goodness of their own hearts.

Riiiiiggggghhhhhtttttt………

What is to prevent my evil twin from walking across Dino-Rama and telling Joe Tourist exactly where he can stick his camera? Since it’s now “his time” I, er, he can pretty much do whatever he wants in or out of costume.

I mean this could really be fun. After a hard day stuffing people into little Norwegian long boats, I can now stop in at Germany (in costume) and knock back a few beers. And forget about waiting to get backstage before lighting up, I’ll just make use of the smoking area. Maybe I’ll just stick around park for a while and see if there are any hot chicks (they all like the canoer’s costume). Unless I’m doing something that would cause a regular guest to get kicked-out, there’s nothing Disney can do to stop me once I’m “off the clock”.

And even if it’s only 10% of the cast members who will take advantage of this situation, which answer is going to be remembered by the average guest:

a) “The three o’clock parade will start at three o’clock today. Enjoy the rest of your stay.” nine times

Or

b) “You stupid moron – what time do YOU think the ******* three o’clock parade starts!!! They grow them stupid where you’re from, don’t they?”

With pay comes the ability to control. THAT’S the secret of Disney; setting and enforcing the standards. It’s not finding 55,000 people with the soul of a angel and the heart of a grandmother that are willing to work for $6.35 an hour. If that was the case walking into a shopping mall or a fast food outlet would be a pleasant experience. Disney is selling that control that makes its standards possible for nothing but pocket change.

Back in the day I had a cast member suspended because I overheard him tell a guest “I don’t care, I just work here”. Today I guess all I could do is simply agree with him.

[redpants]

To help put this situation into better perspective--CMs have NEVER been paid to walk TO their work location. They were only given 20 minutes at the conclusion of their shift to return to the Costuming location and exchange their dirty clothes for clean. So--any amount of time they have spent answering questions while on their way to work has always been voluntary and unpaid. If a CM's shift started at 10am, then he/she was expected to be dressed and ready at their work location at 10am. They were considered late if they had punched in at 10am and were still walking through the park/resort.

In addition, the "loss" of walk time occurred from 1996-1999, (except MK), so this is not a new policy at all.

[redpants]

To help put this situation into better perspective--CMs have NEVER been paid to walk TO their work location. They were only given 20 minutes at the conclusion of their shift to return to the Costuming location and exchange their dirty clothes for clean. So--any amount of time they have spent answering questions while on their way to work has always been voluntary and unpaid. If a CM's shift started at 10am, then he/she was expected to be dressed and ready at their work location at 10am. They were considered late if they had punched in at 10am and were still walking through the park/resort.

In addition, the "loss" of walk time occurred throughout the property from 1996-1999, (except MK), so this is not a new policy at all.

[OnWithTheShow]

WDW cast members are not allotted walk time to and from their location (the sole exception may be at Magic Kingdom, cant really remember) You are expected to report to your work location and clock in at the scheduled start time of your shift and depart at the scheduled end time. I have no qualms about this arrangement because it is no different than a company not paying for your drive to work. Also cast members are supposed to travel backstage to and from their work location keeping the time spent onstage to a minimum. Just another reason why this isnt Earth shattering. Also I am quite dissappointed at Voice's comments about cast members. To assume that the standards have reached or are even moving towards that level is simply ridiculous. I believe this whole issue simply stems from Mr Hoffa Jr sending a memo telling Disney that if the cast cant make it to work on time then look out for the shady looking characters with baseball bats in line to get a picture with Mickey.

[airlarry!]

This memo is junk. There has got to be times when a cast member is still in costume and is walking around on stage. Pay those cast members their walk around time, for Walt's sake.

Let them be good-will ambassadors to the tired, the hungry, the weak, and the heavywallet-less.

Let them answer a few more times where the Back to the Future ride is, or why the Spiderman atraction isn't in Frontierland.

That's the CMs I'm talking about. We're not talking a huge amount that will break the company. We're talking about Magic. Show. Stage. Walt's image of the Young, Friendly, Facial Hairless, Helpful Cast Member.

[Another Voice]

Good customer service just doesn’t “magically” appear. It has to be constantly worked on, it has to be constantly taught, and it has to be constantly expected. And even then it’s really hard to maintain.

This board is composed of two groups. There are those people who only experience WDW as a guest. They come to see the show and are dazzled by it. And that’s the way it should be experienced by the audience.

There are others here that are looking behind the curtain, people who know or want to know how the magic works. It’s a very difference view. Instead of razzle and dazzle, it’s a picture of incredibly hard, but rewarding, work.

Some dismiss this issue because they don’t see the problem. The show goes on, the lights remain bright and all is good. But the others understand how delicate the illusion is. For some the cast member is there to close the lap bar or the cash register drawer. The others see the day to day grind of getting thousands and thousands of people to do a mind numbing job with amazing care.

I’m sure many have never stopped a tired cast member in the parking lot and asked where the McDonald’s is. So the issue of how a cast member will respond is no big deal. But then many have never been singled out as “the guy in the tie” for a guest’s angry tirade and verbal abuse because of what some other cast member has done. It’s one thing to enjoy the show; it’s another to be responsible for it.

So is the twenty minute walk time going to be an issue for the average guest? I hope not. But for others it is a very disturbing sign. The ramifications of a corporate policy that says “it’s not worth $1.45 for you to be helpful” can not be good.

[Planogirl]

I have never worked for Disney but I have certainly been in customer service. And it's difficult, extremely difficult at times. It's very hard to keep your spirits up, to keep that smiling customer service facade in the face of whatever the customer throws at you. I can't begin to imagine how hard it is for many of the Disney CM's. Then, when a benefit is taken away or some of your good work is devalued it just becomes that much harder. A good attitude and work ethic is paramount and how can a memo like this keep from damaging both of those traits?

[Bob O]

The CM's will care about the Union/Management problems as they relate to their work enviroment/pay scale and now wdw is telling them we dont want to pay you for doing what you did before. And now if the CM acts aloof/non-caring when asked a question how is that going to help the guests experience at wdw. AV/Planogirl made great comments how this could affect the CM's interaction with guests while not on the clock. If i wasnt getting paid because wdw didnt feel my service was worthwhile i would i follow their memo to the letter!!!
This is just another example of wdw caring alot more about the bottom line than the guest experience.
And i wouldnt consider Universal second tier in the least!!!

[Pigglets-pal]

So a lot of people here are saying that the CM should stop and answer questions from the guests and be nice on their own time?????? Will this not make them late by punching in late thus getting docked in pay??? Cuts down on their lunch break??? Lets face it once one guest stops a off duty CM and the CM is nice enough to answer questions just as soon as the CM finishes other guests will do the same. Do you thing the CM's boss will believe the CM that he or she is late because they were being nice to guests and helping them....guess what......NOT. My nephew was a CM in college and this happened all the time. How many of you that are hourly workers will work on your own time "for the company". Disney should give them paid traveling time through the parks and if this was the case the CM's probably would be happy to help anybody out at any time. But not today with Ei$$$$ner at the helm.

[doubletrouble_vb]

In Disney's defense it would seem that the vast majority of cast members don't transit across the park any significant amount of time before clocking in and out. Therefore...don't pay everyone for providing a customer service benefit only a few provide regularly.

At the same time it seems that rather than eliminating walk-time they could have looked at it and restricted it. Make it just five minutes, only during park hours and only for jobs in certain locations. Or if that's too much...give the CM's a big bright OFFDUTY pin they can use to transit across the parks. Half the people will respect it and go elsewhere, half the people won't.

But for all you people who think the CM's will give the service anyway...how would you feel if your employer expected you to go above and beyond every single day? There is a point where you are supposed to be PAID for your work. Never mind if these CM's gladly sprinkle a little free pixie dust your way...this is fundamentally wrong.

[Judge Doom]

My concern would be that CM's would still answer questions BUT since they are not supposed to managment would punish them for violating company policy. Then if it keeps happening...possible termination...for what...providing good customer service...

[EUROPA]

Originally posted by Judge Doom
My concern would be that CM's would still answer questions BUT since they are not supposed to managment would punish them for violating company policy. Then if it keeps happening...possible termination...for what...providing good customer service...

The memo goes on to state that cast members are permitted to help guests when they aren't getting paid, "but this is on a totally voluntary basis.


??

[Judge Doom]

We really don't know exactly what the memo says. Besides it's always up for interpretation by all those GSM's... I wouldn't be suprised if we hear down the line that there was some kind of punishment dealt out...we all remember the American Flag pin on the uniform debate..right?

[DisDuck]

One thing I have noticed with this thread and the subsequent posts is THOSE CM'S POSTING HERE ARE NOT COMPLAINING. "Show" and someone else mentioned that no-pay walk time has been around for several years without noticible deminishment of customer service.

Someone one earlier did the math on the cost savings involved and it was over a $1,000,000. That is a significant savings for any company.

Scoop is going this weekend. I am going last week of June. Why don't we suspend this discussion until we return and compare notes. See if CM interaction has lessened.

[kenjean]

Another point on this topic.

There has been a lot of discussion here that the cast members go above and beyond the call of duty on a daily basis. I agree with this, I have experienced it many times myself. As many times as I have been to the parks I can count bad cast member experiences on two or three fingers.

My comment is to remember where this comes from. Did Disney just luck up and hire these really great people? More likely it is the corporate culture that breeds this desire to treat everyone as the most special guest there. The big problem I see with this memo is that it is the first time that I have heard Disney tell their employees to do something against this previous philosphy of put the guest first. I have never attended a Disney training seminar but know people that have. They all came home with the mantra of customer first.

This memo is the first chip in that armor. Dismiss it as trivial if you wish, but once you start this slide it gets harder and harder to pull out of it.

[EUROPA]

Originally posted by kenjean
Another point on this topic.

There has been a lot of discussion here that the cast members go above and beyond the call of duty on a daily basis. I agree with this, I have experienced it many times myself. As many times as I have been to the parks I can count bad cast member experiences on two or three fingers.


Can someone give me an example of what a CM does above and beyonod the call of duty?

[raidermatt]

A few points after reading the recent comments:

1- I am not at all surprised that Show and the other CMs aren't too put off by the memo/policy. This is not new to them, and they are obviously "committed to the cause". I am more concerned about CMs who don't care enough about Disney to discuss these things on Internet message boards. New CMs who never knew management ever expected them to act as if they are "on-stage", even if they are just walking through the park in-costume.

2- I can understand not wanting to pay walk-time for CMs who don't walk through the park in-costume. If there are certain areas that allow the CMs to exit through employee exits, or at least change clothes first, then no, they shouldn't be paid walk time. This is not difficult to administer. Many large corporations designate certain jobs/shifts for special pay scales/rates/procedures. So the cost is not nearly as large as some have speculated.

3- The comments from Voice about CM behavior shouldn't be taken to be an indictment of all, or even most, CMs. We are talking about the lowest common denominator, if you will. The bottom 10%, or 5%, or whatever. When paid for their walk-time, these CMs have no choice but to provide Disney quality interactions at all times or they are gone. If not paid for their walk-time, they can do ANYTHING they want, and they can't even be verbally warned. I know most CMs are wonderful, caring people that Walt would be proud to have lunch with. But there are exceptions.

I don't want to overplay the significance of this. Its only one decision, and it will be un-noticed by most guests. In fact, most of us will probably not see any immediate impact because we probably find few occasions where we need to stop a CM and ask questions. But there will definitely be some guests who do not get as positive an experience as they would have otherwise recieved. Policies are a reflection of management's direction, and this policy can only be viewed as a bad sign.

[hopemax]

Grrrr

No one answered my questions directly, so I'm stuck having to assume things.

It seems like if a CM had a 4 hour shift they got paid for 4 hours plus 20 minutes "costume exchange" time. I assume now those CM's still had their 4 hour shifts, just no 20 minutes.

There's been a lot of talk about the business perspective and what kind of direct effect this has on guest service, but I'm a lot more concerned about the direct effect on the Cast Member and the indirect effect on guest service.

A CM that worked 4 shifts a week, would be out 1.3 hrs pay per week 5.2 hours for a month. And from some perspectives that may not seem like much since that's only about $30. But I remember while I was working in college, making the same amount as the Cast Members at WDW, that $30 was the difference between paying the phone bill, or getting groceries (eating) for a week.

I also remember during the time redpants said the change took place (1996-1999) that there were issues with CM medical, the take home costumes. I don't remember if their were also issues with the housing or not. But I also remember there being a lot of talk about Disney having to change its recruitment strategies and standards to fill the positions.

So I wonder every time Disney changes something that makes the CM's life a little more difficult and nibbles, nibbles at their paychecks, how many quality CM's have to make the tough decision that they simply can't afford to work at Disney anymore. How many quality CM's have already walked away? I know there's been lots of discussion here from people say they have already seen a drop in CM service over the last 5 years, so it's not necessarily whether this policy (not paying for walk/costume time) will result in a drop in guest service, but whether if it already has.

[All Aboard]

Scoop is going this weekend. Duck, we're ALL going this weekend. Well, not really all of us, but a good chunk. I'll make a point to ask as many questions of walking CMs as I can. I'll report the reactions.

[OnWithTheShow]

LOL, boy wont the rumors board be a lonely place for the next week?

[Bob O]

Is this in and of itself a big deal, probably not. But its just one small thing that when added up has a possibility to affect the treatment guests will get from CM's. Disney is send the message loud and clear that we dont want to pay you for the service you provide and the old timers may think its no big deal but it may have a different affect on new employee's who may not neccesarily buy the disney line and make them more disgruntled! Ths can in any way be looked at as a positive unless your blinded by disney pixie dust!!!

[redpants]

Hopemax--

To directly answer your question using the 4 hour shift example:

In the past, a CM working a 4 hour shift (12-4) would LEAVE theri work location at 3:40 to accomodate for the walk time. So, they were being paid a total of 4 hours.

Now, the CM LEAVES the work location at 4,, still being paid 4 hours.

CMs did not lose any pay due to the elimination of walk time. Rather, the company gained an additional 20 minutes of work time in the location from the CM.

(Honestly--with walk time many CMs were able to leave the entire WDW property within 5 miuntes, so they were esentially driving home while still "on-the-clock"--myself being one of them!)

[seashoreCM]

Do all CM's have the choice of changing into costume near their assigned work location?

Even without a changing location, a CM could just come a few minutes early wearing shorts and white tank top and carrying the costume in a paper bag. (Indistinguishable from a guest and also much more comfortable hustling across the park in Florida's heat and humidity.) Then put the costume on over that just before punching in.

Sometimes it is undesirable for CM's to be in costume criss crossing the park when not on duty. There is supposed to be only one Mickey Mouse, one Goofy, etc. visible at any given time from any spot in the park.

(In department stores during the holiday season, there was supposed to be only one Santa Claus visible including being seen outside through glass doors, from any spot in the store.)

Also, CM's need their break time to go to the rest room, etc. The guests have no way of knowing this.

One thing CM's could try is saying to an inquiring guest, "If you follow along with me I can try to answer your inquiry" and therefore keep moving and not be delayed on their way to the time card clock or wherever.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

[betterlatethannever]

this is from a thread on the attractions and strategies board on the same subject from
999ghts.


quote:
--------------------------------------------------------------------------------
Originally posted by treesinger
What really bothers me is that this issue was highlighted by management. I mean, if all of us, and the cast members, understand the importance of being "Disney", how could mgt. possibly draw a distinction between "payed to be nice" and "not payed to be nice"? Why was this issue even put forth by mgt.?

--------------------------------------------------------------------------------



So I was talking to a Union representative today and we got on this subject :) And the answer to the question is this. The issue was highlighted by management because there was a CM that was off the clock and did not assist a guest, it turned into a big issue because the guest went to guest relations and put in a complaint. The managers then tried to reprimand the CM for his actions which in turn sparked a union greivance. Being that the CM was off the clock and was not rude but merely stated that he was off and unable to assist, the CM won the grievance and the upper management was forced to come out with some sort of policy across the board. The only way to do this was to make a written statement that would be sent to all managers advising that it is the CM's decision to assist or not, once they are off the clock managers can no longer take situations of this nature into their hands. Obviously they still expect the CM's to be polite about it, but... I still stand by what I have said before I personally have no problem answering a simple question on my way out (if it is a complex question or situation I would direct the guest elsewhere, but for a simple can you tell me where such and such is? it's easier to just answer).