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Old 06-20-2013, 10:02 PM   #61
MartDM
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We've been going to WDW for decades. Here & there, we run into a cast member who is less than pleasant. My approach has always been to assume that they probably were just on the receiving end of some guests unwarranted verbal assault (something we see very often at WDW) and we try to be extra nice to level out their bad karma

I NEVER am so self important as to expect perfection when it comes to customer service at WDW. Those folks have a tough row to hoe and guests get ruder all the time. Frankly, I'm amazed that they manage to maintain as well as they do in light of what they are forced to deal with every hour! I can't fault them for losing their veneer now & then.
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Old 06-20-2013, 10:07 PM   #62
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Originally Posted by Kristine316 View Post
Start a no tolerance policy on Disney rules. Follow through with them... do not allow guests to be out right rude or line cut or anything else. A CM could feel extremely stressed if they are dealing with a rude guest who is rule breaking and in turn it could lead to them feeling quick tempered and angry with many guests they encounter. Disney could stop a lot of the rude behavior by guests by having a "No tolerance" policy. Just like at a theater if you get caught with your cell phone during the movie you are pretty much thrown out... Disney needs to do the same. This would make everyone happier, it would make the CM's job less stressful and it would make rule following, polite guests feel better as well.

Have a no tolerance policy with rude CM's. Call me a cold hearted witch but, if a CM has more than one complaint they need to be fired.. period. As much as I see both sides to this and know how tough a CM's job can be (I work in customer service) I still don't think it should be allowed. One bad incident, you get another chance.. more than one and that CM should be gone.
I don't think this is workable on either side. People don't always mean to be rude. Cultural differences happen. Misunderstandings happen. And throwing guests out of the park for perceived "rudeness" would be disastrous for the company.

As for firing the CMs over TWO complaints? Goodness, have you ever read notalwaysright.com? Sometimes people complain when there's no reason to complain, when the fault is theirs, and over the aforementioned misunderstandings.

Managers need to be free to use their judgement. Zero tolerance policies never work, and only lead to misery.
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Old 06-20-2013, 10:29 PM   #63
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Two Sides to Every Story

...and I'm not taking anyone's in this discussion! LOL

Seriously, I'm a firm believer in the Golden Rule, but I also believe that you catch more flies with honey than vinegar.

We are so quick to point out people's shortcomings, complain when we feel that we've been disrespected, or fail to put ourselves in someone else's position. I'm not dismissing anyone's bad behavior; however, I think positive reinforcement gets the best results in the long run.

If you feel someone has gone "above and beyond", please let them and their supervisors know that. Be sure to thank them for even the smallest courtesy, and strike up a friendly, light conversation.

I always try to make a joke or compliment folks. It's surprising how it affects one's attitude.
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Old 06-20-2013, 10:44 PM   #64
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Honestly, the Cast will treat you with respect if you show it to them. If you come to them calmly explaining the situation, saying you know you messed up, but asking if someone could help you out, sure you'll get help. If you come up yelling, slamming tickets or wallets down, rolling eyes and talking the cm's name and threatens to fire them because they are doing their job, then no you won't be helped. Most of the time, their decision is already made based on how they are talked to.
Its a good rule to treat people with respect and treat others the way you want to be treated. However... you are basically saying every time a guest encounters a rude CM its because they somehow provoked it with their attitude. You are implying that everyone who ever experienced a rude CM somehow deserved it because you just said "honestly the cast will treat you with respect if you show it to them"

Sorry but, I totally disagree with this... I experienced it first hand with a CM and I will never, ever accept that my family did anything remotely close to deserving the treatment we received that day. We only said a few words to him and those words were polite.. like "sorry" and "thank you".


I don't get this mentality that Disney CM's can do no wrong and the guest is always the problem. That seems like a broad sweeping mindset that is utterly unrealistic. There are how many CM's at Disney and how many guests... I would bet not every incident of bad CM behavior is triggered by an out of control or rude guest.. the odds that every incident is the guests fault seems almost astronomical.
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Old 06-20-2013, 10:49 PM   #65
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I'll own up to being rude to a CM. It happened when I got some bad news about our room not being ready I vented. It wasn't my finest hour. I may have uttered a bit profanity. I'm not proud of it.

And I immediately realized what I had done and apologized. There are circumstances under which we all may do things that we are not proud of.

I could chalk incident #1 up to a difference of communication styles. It may have been more important to that CM that you understand that the girl should be scanning a finger so that you aren't surprised next time when that happens. The OP was likely defensive of her daughter and that colored to an extent how she perceived the situation. I'm not saying that was absolutely the case, but a person could behave as she described while still having the best of intentions at heart.

Incident #2 should have been over the moment someone told the CM to leave the chair. The CM sounded very defensive and wanted to make sure everyone knew she was doing what she was told to do. But it was an argument that had no purpose other than to save face. She should have led with, "I'm so sorry..."
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Old 06-20-2013, 11:01 PM   #66
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Quote:
Originally Posted by MartDM View Post
We've been going to WDW for decades. Here & there, we run into a cast member who is less than pleasant. My approach has always been to assume that they probably were just on the receiving end of some guests unwarranted verbal assault (something we see very often at WDW) and we try to be extra nice to level out their bad karma

I NEVER am so self important as to expect perfection when it comes to customer service at WDW. Those folks have a tough row to hoe and guests get ruder all the time. Frankly, I'm amazed that they manage to maintain as well as they do in light of what they are forced to deal with every hour! I can't fault them for losing their veneer now & then.
Pretty much same here. It's rare but yes like most we have encountered these too over the years and generally we just ignore them and move on. I can't give an actual number but the rude cm's we've encountered has been rare.
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Old 06-21-2013, 12:12 AM   #67
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In 08 we went right after the election. A cast member at one of our meals was commenting to us about politics and I thought that was really unprofessional.

Then in 09, on test track, a couple must have gotten in the stand by line by mistake, and they asked the cast member at the front of the line if they could ride as a couple, and the girl replies to them "there are no couples in this line."
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Old 06-21-2013, 01:03 AM   #68
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I highly doubt the Disney Co is going to take note of anything on the Dis boards and if they did it would not influence how they train I quoted your post primarily for this reason, your mother gets yelled at and you did what ? If that happened to me I would have loudly demanded a manager on the spot Don't give me any freebies have the rude person apologize to my mother right then and there and just as loudly
wishing you had done something in hindsight and then just putting it here won't solve anything Point being though I wouldn't let anyone talk to me or especially my family like that ..I don't care where we are
Hindsight yes I wish I would have but in the moment we had just checked in and just wanted to go on with our day. Also it was my mom's choice not to complain, she let it roll off of her so I did too. She didn't say anything ugly or get in her face but she had an aggravated tone. Basically they had gotten in a bunch of new stock and the CM wanted to announce the frustration of it all so her boss could hear it. And I guess my point was just the same as yours in that, that behavior is not acceptable anywhere much less Disney. I don't think Disney will see this thread and make immediate changes but its all a drop in the bucket. I wanted to share my story because it was shocking to me too and I just wanted to get the point across that never in 11 years have I seen said behavior. In other words, I believe it has been a more recent decline.
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Old 06-21-2013, 01:03 AM   #69
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I love this thread because we are so quick to focus on the one or two bad experiences, rather than the multitude of positive ones. Thanks for posting this! And for all out there ... if you do experience the bad, make it your goal to find all the positives and hold that instead
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Old 06-21-2013, 01:39 AM   #70
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I agree that it's important to focus on the positive as much as possible. Outright rudeness from a CM should not be tolerated but I don't agree with the idea of zero tolerance either. I also work in customer service and I know that people often lie or exaggerate or just plain misunderstand. No way should every complaint from the public be taken at face value.
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Old 06-21-2013, 05:03 AM   #71
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Honestly, the Cast will treat you with respect if you show it to them. If you come to them calmly explaining the situation, saying you know you messed up, but asking if someone could help you out, sure you'll get help. If you come up yelling, slamming tickets or wallets down, rolling eyes and talking the cm's name and threatens to fire them because they are doing their job, then no you won't be helped. Most of the time, their decision is already made based on how they are talked to.
Actually that was the opposite of what my mom and I dealt with during our problems there. They acted like I was a lying Sneak thief when my key wouldn't open the laundry room. 1/2 hour later they discovered that the key had been randomly deactivated through no ones fault.

My mom went back two hours later then they had promised for her room (picture sweet tiny 80 year old woman) and they snapped at her that they had just told her it would be a half hour. The computer proved them wrong.

So someone might have been ride and put them into snarly moods but it sure as hell wasn't us. So don't go blaming the people who are just trying to go about their vacation in a happy way.
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Old 06-21-2013, 05:35 AM   #72
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When you take a customer service position or any job, you know what you're being paid and you have it basically tattooed into your brain that you always need to be professional and polite.
That said, if a customer is being unreasonable/shouting/yelling/swearing/disrespecting, as an employee you do have rights.

Also, I don't know why everyone is pointing fingers at customers, yeah, they're horrid at times, but as far as I know, DIS people are the nicest Disney fanatics I know ^_^

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Old 06-21-2013, 05:50 AM   #73
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I too am a HUGE golden rule believer...

That being said I don't care what anyone says NO ONE is going to always be happy, smiling and pleasant 24/7 on the job it's impossible and anyone that's says that the WDW CMs should be isa hypocrite!

No I don't believe rudeness from a guest or CM is warranted but it happens and normally there is circumstances that lead up to that.

Not saying CMs are always right but look at it this way too... There are thousands of guest every day and CMs deal with thousands of complaints a day some we all know that are ridiculously petty..

I try and email guest services praising the CMs that went out of their way for us or any guest that I see. I have had one incident where I had to complain b/c a security officer at The Poly who was called to our room to file a report on a pair of ray bands that were stolen after we had to move rooms commented three times that we had been there the yr before "and report stolen items" which was untrue we have never reported anything before and the insinuation was insulting it left me in tears..

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Old 06-21-2013, 05:54 AM   #74
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Cast members are people too, and sometimes we all have bad days. Having said that, our company just had a seminar with Disney all about meeting high expectations, with each and every guest every time.
If they wish to continue being the best known in the world, they have to ensure their people follow the same expectations expected from the large universities, businesses and hospitals they sell their marketing plan to. We were very clearly told that our personal life ends at the time clock, that we do not allow ourselves to be upset, and that "glass half empty" people should not be employed or should be let go if possible. It was a great, motivating seminar. Perhaps they need a reminder if they don't present service excellence, every time. I would nicely let a manager know in the future.
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Old 06-21-2013, 06:02 AM   #75
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OP here. Wow! This thread took on a life of it's own! Spent a 2nd day at the Magic Kingdom yesterday. After spending the morning at the pool we got to the park about 2pm. I am happy to report that my niece used the finger scan without incident. The skies were threatening for much of the afternoon, but the rain held off until about 6pm. It did become much cooler after the rain started. That was nice!

Thanks to all who replied. It is interesting to see all the differing opinions. With my two incidents, I still believe it was about the cast member's need to be "right." And technically they were right. However, when at Disney I want to be in a nice, happy bubble of an experience. And as "cast members" it's their job to make that happen. A tall order, yes, but that's the Disney difference that I have come to expect. An earlier poster commented about the cast member's need to "save face." I think that was it exactly. I still believe that more training is needed. Again, not training on how to do their job, but training on what makes Disney such a special place.

Interestingly, I witnessed an incident last night where a cast member got it right. We were waiting for the parade on a wall over by Pecos Bills. Two ladies pulled the chairs from the restaurant right up to the parade rope. A cast member walked up to them with a smile and explained that they couldn't take the chairs out of the restaurant. He helped them to find another place on the wall to sit down. He handled it well, and they responded well.
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