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Old 03-07-2013, 04:12 PM   #16
policycobb
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Originally Posted by allears View Post
On the same cruise as well, and really didn't get this much either. But I also learned a trick after my first couple of curises, I tend to use the word excellent first, like when they ask how our day was, I say excellent. I throw it in enough times that they catch on very fast that I've heard the routine and know that they are trying to achieve and excellent on our comment card.

This seems to work really well, as we don't really get the excellent push at all.
Thanks, I hope I remember to do this in October.
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Old 03-07-2013, 04:31 PM   #17
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We were pushed to give an excellent rating on our first Wonder cruise -- and did note on the comment card that we were pushed to do so and that we did not appreciate that.

On our second Wonder cruise, our servers didn't mention it at all, I believe. (and they had 4 extra nights to do so).

I do think that it changes server by server. But I also agree with the pp who said that DCL is at fault for pushing them to have excellent ratings.

Franky, having to listen to the "excellent" speech each night can turn an otherwise excellent experience into an uncomfortable or unenjoyable one.
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Old 03-07-2013, 04:51 PM   #18
RGLakatos
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Hello Everyone!

I can tell you this much, I am going on a first cruise with my daughter in July. And if I get a "excellence speech" I will notate it on the card and not give them an excellent rating.

I can honestly sympathize with what an employee has to go through because of their employer. However, I am not going to be sympathetic if I do not receive excellent service--if I don't get excellent service than I will not give them an excellent rating simply because I fell sorry for what they must endure from DCL. If they want an excellent rating they should provide excellent service without a speech and if they cannot provide an excellent service than there are plenty of others in the world that will be glad to take their place and provide the excellent service that people who cruise deserve and pay for at a premium price.

We didn't pick Disney because it is Disney. We picked DCL because Disney keeps themselves at a higher standard; much more than most other industries do and since I am paying for excellence I want excellence--not going to be sympathetic for anything less or because of a speech!
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Old 03-07-2013, 04:56 PM   #19
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I guess we are just lucky , but after 9 cruises, I can truly say we have never received the "Excellent Speech". The most we've gotten is how was the food we ordered, was it prepared correctly etc. but that's about it. We have always had Very Good to Excellent MDR servers on all 4 ships. Again sounds like we have been lucky.
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Old 03-07-2013, 05:51 PM   #20
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Our server has been with DCL for 12 years so I saved him from giving the speech by gently letting him know that I was sure we were going to get excellent service within the first few minutes of our dining experience. He did not mention the word "excellent" the entire length of our 8 night cruise.
This is great!
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Old 03-07-2013, 06:06 PM   #21
stmize
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On our first cruise on the dream sept 2011 we got excellent service but never the excellent speech. However on the dream in jan 2013. We got the speech not the service.
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Old 03-07-2013, 06:10 PM   #22
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On both of our cruises we had the servers ask us to record excellent if they felt we had been treated in such a manner. I think the one time mention is fair enough especially after they have delivered. Honestly, I have given 7/8 a score of excellent so far as well as one epic fail. I would completely object to someone asking at the beginning of a cruise though and take that into account on my card.
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Old 03-07-2013, 06:22 PM   #23
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This is great info for me to have. We are going on our first DCL cruise in a few weeks. I do have a special request, so I'll be sure to drop the "excellent" when I make the request the first night and hopefully won't have to hear it. To me, people who ask for a certain rating are doing so because they are attempting to compensate for their inadequacies they know they have. If you want me to give you an excellent rating, BE excellent. Let your SERVICE speak for you, not your lips.
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Old 03-07-2013, 06:24 PM   #24
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Originally Posted by TDC Nala View Post
If the service isn't excellent I won't rate them excellent. No matter how many sob stories they have.

There is a space on the comment card that asks if you felt pressured to give certain ratings. Make sure you mark that. Apparently DCL knows it is a problem.
I agree with this completely. If you are turned off by your waiters and their suggestions for an excellent rating, or simply feel like you are being pressured in any way, You absolutely have to mention this on the comment card. You may not agree that a comment card is the best solution, however, it is very effective. There is a reason Disney has just been awarded so many top honors for cruise ships. I know many people are uncomfortable with confrontation, I believe this is why the comment card is so effective. It is an opportunity to voice any displeasure you may have, and give Disney the opportunity to correct the problem, without having to confront any one individual. Please always fill out your comment card and be honest in your remarks. Disney does pay crucial attention to these cards and it would make all your future cruises far better, if Disney KNEW what is was that made your cruise anything less than wonderful. Just my thoughts.
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Old 03-07-2013, 06:40 PM   #25
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Originally Posted by JimmyJackJunior View Post
On both of our cruises we had the servers ask us to record excellent if they felt we had been treated in such a manner. I think the one time mention is fair enough especially after they have delivered. Honestly, I have given 7/8 a score of excellent so far as well as one epic fail. I would completely object to someone asking at the beginning of a cruise though and take that into account on my card.
That's how I took our server's speech on the first night last time. He was telling us he wanted to earn an "Excellent" from us at the end, so please let him know what he could do to earn that.

I filled out the card, complemented many CM's, and then missed the box to leave the card as the disembarkment was quite hectic. Oh well.

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Old 03-07-2013, 06:48 PM   #26
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If you want me to give you an excellent rating, BE excellent. Let your SERVICE speak for you, not your lips.
ITA with this. Last cruise it became painful by the 4th night with the server coming to the table asking if everything was excellent. He was horrible so everyone avoided eye contact and he just stood there smiling. I talked to one of the head servers we know about our issues with him, and we didn't see him again the rest of the cruise.
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Old 03-07-2013, 06:59 PM   #27
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Old 03-07-2013, 07:04 PM   #28
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Here's how I've chosen to deal with the excellent speech over the years. On the first night when they ask how things are, I tell them they were fine or good or whatever I think of the nights service (that night is never excellent -- too much time on introductions/who does what, etc.). I then jokingly add that if we start too high this early in the week, they have no room to improve and that I'll let them know when they hit excellent. Never get the excellent speech after that.

For everyone who thinks DCL is unfair, how do you think they should get feedback from their guests? It is the guests who don't give honest feedback who make the system unfair. Say my server is very good, but not quite excellent even though they worked hard, and I rate them as Very Good, and an average server who gives a good sob story and pressure to give excellent ratings gets them from guests. Now the actual very good server is looked at by their boss as being not as good as the fake excellent. So the boss gives the fake excellent an extra afternoon off or the preferred schedule on the next cruise. It would really demotivate me if I was the server who worked hard and "only" got very good knowing there were others being rewarded for not working hard and not even trying. So next cruise, I might not work so hard on service and work harder on my sob story. Who loses? The guests who have either of these servers on the next cruise.
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Old 03-07-2013, 07:04 PM   #29
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Our servers were awesome. On the last night they just said that it was a pleasure to serve us all week and if we feel they gave us excellent service to please fill out the comment card as excellent. That was it 30 seconds. My wife and I are simple people and we were treated like a King and Queen. This was the case on both Disney cruises we have been on. I am certain everyone in their section felt the same way.
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Old 03-07-2013, 07:05 PM   #30
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I am not a fan of the excellent speech either. The other new thing that i am not a fan of is the automatic gratuities. I believe that this will lead to not as good service over the long-term. I understand the reason why this was implemented! I think I've sat with table mates that have not tipped their servers. On the other hand, people don't like to get the excellent speech either, And it will cause some cruisers to score everyone and everything down if they get the excellent speech too much. Maybe the best way to evaluate servers would be to have DCL count up everyone's tips to see how they did for that cruise. You would assume that the better servers got more tips and the not as good servers and did not. DCL could then also monitor how many people are not tipping. That is probably a better measurement of how the server is really doing.
Since when did they start doing this??? You used to have the "Option" to prepay the tips or not.
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