Ths DIS is a great place to ask Disney Cruise Line questions and share tips.
Dreams Unlimited Travel - The official sponsor of the Disney Cruise Forums Dreams Unlimited Travel - the official sponsor of the Disney Cruise Forums  

Go Back   The DIS Discussion Forums - DISboards.com > Disney Cruise Line > Disney Cruise Line Forum
Find Hotel Specials & DIScounts
 
facebooktwitterpinterestgoogle plusyoutubeDIS Updates
Register Chat FAQ Tickers Search Today's Posts Mark Forums Read



Reply
 
Thread Tools Rate Thread Display Modes
Old 03-08-2013, 01:47 PM   #61
manateesmom
Mouseketeer
 
Join Date: Oct 2012
Posts: 203

Quote:
Originally Posted by KingRichard View Post
Ali came to our table every night. He made sure we were very happy. On nights we went to Palo they asked if we had any problems.
Maybe I'm just fussy, but this is one of the things that bugs me about dining rooms on cruise ships. I love for my room steward to be attentive and to be sure that everything is just right. But I don't need the third degree from my wait staff any time I decide to skip the MDR for dinner. Every ship I've ever been on, if I do a late excursion and have dinner elsewhere, it's always some big production when I come back, like I was literally Amber-alert "missing" in action and the wait staff was afraid I'd starve to death or something. There's always some big interrogation about where I was and if it was because I was unhappy with them. And I always hear way too much about the wait staff's personal lives and tragedies.

I find the whole dining experience, on pretty much every cruise ship, to be like a very clingy/stalky boyfriend/girlfriend. When I'm present, thank you for noticing if I need a drink refill, and for bringing me more of the rolls I like. But my whereabouts when I'm not at dinner are none of your business, and the insecurity about whether I like you enough just makes me uncomfortable.

Also, to me it doesn't suggest that "we want you to have an excellent experience," it suggests that the ship is kind of out-of-control and someone needs to be constantly policing and checking up on the level of service. When I dine at a great restaurant, there aren't multiple people interjecting themselves into my dining experience all the time to get reassurance that they're doing their jobs correctly. It's almost like, "if you have to ask, then you're not being excellent."
__________________

manateesmom is offline   Reply With Quote
Old 03-08-2013, 01:47 PM   #62
pjacobi
DIS Veteran
 
Join Date: Jan 2001
Location: Nashua, NH
Posts: 836

Excellent: The latest management fad

It's not just Disney or other cruise line, it's ***all*** businesses wants Excellent rating on comment cards.

It's the latest management fad from Dilbert's pointy-haired boss.

One day, somebody will write a new popular management book, starting a new fad and "Excellent" will long be forgotten.


-Paul
pjacobi is offline   Reply With Quote
|
The DIS
Register to remove

Join Date: 1997
Location: Orlando, FL
Posts: 1,000,000
Old 03-08-2013, 01:50 PM   #63
over50visits
DIS Veteran
 
Join Date: Jan 2004
Posts: 1,791

Quote:
Originally Posted by MND View Post
Who should instruct DCL to do this?
Walt!
over50visits is offline   Reply With Quote
Old 03-08-2013, 03:01 PM   #64
Madzac
DIS Veteran
 
Madzac's Avatar
 
Join Date: Nov 2008
Location: Iowa
Posts: 511

Quote:
Originally Posted by pjacobi View Post
It's not just Disney or other cruise line, it's ***all*** businesses wants Excellent rating on comment cards.

It's the latest management fad from Dilbert's pointy-haired boss.

One day, somebody will write a new popular management book, starting a new fad and "Excellent" will long be forgotten.


-Paul
This is so true. I work in a medical clinic. There is a huge push for patient satisfaction. And of course, its a goal to have patients be well cared for and treated well. We do that and should do that. And someone can have a fine expereince in the clinic but is it excellent? If I go in with a bladder infection and get my meds and everything goes fine, the visit is fine, right? Well if we dont get 5's on our survery it affects bonuses and pay, etc.

Also, some people are harder to satisfy than others... some people may not give an excellent no matter what. "excellent" vs "very good" are subjective.

I dont know what the answer is. We wouldnt think of telling our patients to give us all 5s on the survery. But it sure is frustrating when you work your tail off and cant get what I feel is a hard to attain score. So while I dont like that the servers do this, I guess in some ways I can understand.
__________________
ME&DH DD12 DS9 DS7 DD3
Previous trips: WDW:CBR 3/93, ASMo 5/99, POFQ 5/06, WL 5/09, windsor hills 10/12. DL: Offsite 2/07, 3/10. DCL Dream 4 night bahamas 6/13 (trip report http://www.disboards.com/showthread.php?t=3131854)... next up Magic 7 night Western 3/2015, DL offsite 7/2016
Madzac is offline   Reply With Quote
Old 03-08-2013, 04:05 PM   #65
JKSWonder
Twelve plus trips and counting
 
JKSWonder's Avatar
 
Join Date: Nov 2008
Location: New York
Posts: 1,745

Our servers were very nice, didn't push for excellent the whole week, but on the last night, our head server did make a big push for it and it was uncomfortable being forced to listen to the spiel. It was my intention to give him an excellent review all along and it was actually the big push on that last night that made me re-think. I did end up giving an excellent rating, but that last night did give me pause about that for a moment.

We do surveys for my office that I send to clients to ask about their experience with us. I never make a "push" for a good rating for myself. I just tell them we are conducting a survey of all clients and would appreciate their input as we hope same will help us to improve client services in the future. That's it.

I wouldn't mind if the server just reminded us on the last night to fill out a comment card before we disembark, but they shouldn't push for any particular rating.
__________________
JKSWonder is offline   Reply With Quote
Old 03-08-2013, 04:09 PM   #66
mmmears
DIS Veteran
 
mmmears's Avatar
 
Join Date: Nov 2005
Location: California
Posts: 8,261

Quote:
Originally Posted by manateesmom View Post
I find the whole dining experience, on pretty much every cruise ship, to be like a very clingy/stalky boyfriend/girlfriend.
This line you wrote literally had me laughing out loud. Thanks for the giggle -- but I do agree with you. Our servers seemed a bit put off that DH and I went to Palo one night for dinner -- even though my DM and DD went to the MDR.
__________________


* Disneyland * Walt Disney World * Disneyland Paris ** Disney Wonder Bahamas * Disney Wonder Alaska *
*Grand Floridian Resort* Animal Kingdom Lodge * Polynesian Resort * Yacht Club * Beach Club * Disneyland Hotel * Grand Californian Resort *
mmmears is offline   Reply With Quote
Old 03-08-2013, 04:29 PM   #67
Justacruiser
Military Veteran
 
Justacruiser's Avatar
 
Join Date: Aug 2011
Location: Midwest
Posts: 1,784

Excellence is the small stuff!

Last month on my cruise, It was the Semi-formal night with the lobster. I was torn between steak and lobster and my server had to have heard my undecidedness. I ordered steak. I was brought out both steak and lobster. Not asked for, but appreciated. And yes, I finished the steak and lobster.
__________________
Total: 23 DCL Cruises / Total Nights on Board: 126 / Favorite Ship: Magic

2014 - 5 Cruises: 2-Dream (B2B), 2-Fantasy, 1-Magic
2013 - 7 Cruises (Grand Slam): 2-Magic, 1-Fantasy, 2-Dream (B2B), 2-Wonder (B2B)
2012 - 4 Cruises: 2-Magic, 1-Fantasy, 1-Dream (non-traditional B2B Fantasy/Dream)
2011 - 4 Cruises: 2-Magic, 2-Dream
2010 - 1 Cruise: Wonder
2009 - 1 Cruise: Wonder
2003 - 1 Cruise: Wonder

Magic-7, Wonder-5, Dream-7, Fantasy-4:
3 Day Cruises = 4, 4 Day Cruise = 7, 7 Day Cruises = 10, 8 Day Cruises = 2, B2B Cruises = 4, Grand Slam (4 ships 1 year) = 1 (so far)

Upcoming Cruises:
(24) 7 Night Fantasy - 10 Hawaii - Disney Wonder 2015
Justacruiser is offline   Reply With Quote
Old 03-08-2013, 04:37 PM   #68
kalc12345
DIS Veteran
 
kalc12345's Avatar
 
Join Date: Dec 2008
Posts: 707

Quote:
Originally Posted by KingRichard View Post
Ali came to our table every night. He made sure we were very happy. On nights we went to Palo they asked if we had any problems.

Our table mates had a child who was very allergic and the team made sure everything was always proper.

This family told us how they never go out to eat because of the risk and even brought a weeks worth of food for their son. After talking with the chefs it was not a issue and they were so happy and relaxed they had a great time. Even letting the son stay in kids clubs for a extended time which they had never done in the past!

Sometimes your servers maybe helping a family like that and it may take away from your service a little.
We had Ali on a previous cruise. Our son has some food allergies. Ali shared with us that he himself had some serious food allergies. He was SO GOOD with making sure our son had safe food. I think with him having allergies it made him more aware and sensitive to that issue.
__________________
kalc12345 is offline   Reply With Quote
Old 03-08-2013, 06:07 PM   #69
erinfarber
Mouseketeer
 
erinfarber's Avatar
 
Join Date: Mar 2012
Location: new jersey
Posts: 143

Quote:
Originally Posted by over50visits View Post
We have RARELY had any issues with service or dinner. The few times...a gentle word to the waiters produced wonders. They work so hard, and seem to genuinely want to please us. We treat them with a lot of respect, don't ask for special things that would take them a lot of time, and always ask how THEIR day was. Guests probably have the experience they expect to have, and we have had a ball every single time.
I like your advice as far as asking the servers how their day was. I have only done 1 Disney cruise ( actually our first cruise ever) and the service was very good, not great. But it never occurred to me to ask them how their day was. I was so focused on making sure they took care of us. It never occurred to me to actually be human and respond with ... Well how was your day? This is excellent advice. Not because asking how their day was would reflect better on our service, But because , I actually do care about their day, and I am very embarrassed to admit, I never asked. Lesson learned. Thank you.
erinfarber is offline   Reply With Quote
Old 03-08-2013, 07:22 PM   #70
Wadekind
DIS Veteran
 
Join Date: Mar 2009
Posts: 784

Quote:
Originally Posted by KingRichard View Post
We just had these three also and I had to really think about if they ever mentioned excellent. They did mention the comment cards at the end and they always ask if there was anything they could do to improve and if there was any problems.

Ali came to our table every night. He made sure we were very happy. On nights we went to Palo they asked if we had any problems.

Our table mates had a child who was very allergic and the team made sure everything was always proper.

This family told us how they never go out to eat because of the risk and even brought a weeks worth of food for their son. After talking with the chefs it was not a issue and they were so happy and relaxed they had a great time. Even letting the son stay in kids clubs for a extended time which they had never done in the past!

Sometimes your servers maybe helping a family like that and it may take away from your service a little.

If $12 per day for tips is to much then maybe cruising isn't for you? These people work hard and long days.
You nailed it here. Nothing like stiffing some 3rd world workers out of $400 (or less) after you just spent thousands of dollars and a week lounging around demanding perfection. A previous poster was complaining about tips after spending 20k.
Wadekind is offline   Reply With Quote
Old 03-08-2013, 08:31 PM   #71
MyYearWithTheMouse
Disneyland In A Year!
 
MyYearWithTheMouse's Avatar
 
Join Date: Apr 2011
Location: Anaheim
Posts: 635

Quote:
Originally Posted by pjacobi View Post
It's not just Disney or other cruise line, it's ***all*** businesses wants Excellent rating on comment cards.

It's the latest management fad from Dilbert's pointy-haired boss.

One day, somebody will write a new popular management book, starting a new fad and "Excellent" will long be forgotten.
Exactly, and that day won't be soon enough for me. I think the Excellent speech is totally inappropriate, I refused to give it as an employee and cringe when I get it as a customer, BUT I understand WHY people give it.

I believe it's a flawed business model (particularly a 5 or 0 policy), but it is the model these employees have to work under. As such, I would really encourage people to think about if they're not getting excellent service, reporting it to a manager or guest services while you're still on the cruise and something can be done about it. Maybe the cast member just needs a little more training, maybe he or she needs to be let go. Either way, being vague or checking a box on a comment card does not help improve anything. If you're going to give a low rating, please be specific about why so changes can be made to improve service for other guests.
__________________
http://myyearwiththemouse.com/about-mywtm/
Blogging my quest to do everything there is to do at Disneyland!

Shelby, head My Year With The Mouseketeer
MyYearWithTheMouse is offline   Reply With Quote
Old 03-08-2013, 08:40 PM   #72
justmestace



Thinks California needs Disney cruise ships!
Has snorkeled all over the Bahamas and the Caribbean
 
justmestace's Avatar
 
Join Date: Mar 2002
Location: Cave Creek, Arizona
Posts: 26,992

Quote:
Originally Posted by MND View Post
Who should instruct DCL to do this?

Corporate. There's always someone at the top of the line who issues the instructions on what the crew should and should not be doing.
justmestace is offline   Reply With Quote
Old 03-08-2013, 10:51 PM   #73
hezzie
Mouseketeer
 
hezzie's Avatar
 
Join Date: Feb 2002
Location: New Hampshire
Posts: 275

Quote:
Originally Posted by MyYearWithTheMouse View Post
Exactly, and that day won't be soon enough for me. I think the Excellent speech is totally inappropriate, I refused to give it as an employee and cringe when I get it as a customer, BUT I understand WHY people give it.

I believe it's a flawed business model (particularly a 5 or 0 policy), but it is the model these employees have to work under. As such, I would really encourage people to think about if they're not getting excellent service, reporting it to a manager or guest services while you're still on the cruise and something can be done about it. Maybe the cast member just needs a little more training, maybe he or she needs to be let go. Either way, being vague or checking a box on a comment card does not help improve anything. If you're going to give a low rating, please be specific about why so changes can be made to improve service for other guests.
We had a terrible assistant server on our Dream cruise and made the mistake of commenting to the Head Server! The Assistant Server then started asking us why we didn't like him and the Head Server felt compelled to share all the challenges of managing on a cruise ship...needless to say we dreaded going to dinner!

It was the first time that happened in a number of cruises, but it really put a damper on our cruise and makes me want to request servers for our upcoming cruise.
__________________


Trip History

2014: August -SSR / 2014: April - BWV, DCL Fantasy (7nights), BLT / 2013: April - BLT, DCL Fantasy (7 nights), BWV / 2012: April - BWV, DCL Magic (5 Nights) / 2011: Oct - BWV, MNSSHP, FWF / 2011: Apr - BWV, DREAM B2B, BLT / 2010: Apr - Vero, DCL (4 Night), BWV / 2009: Sep - DCL (7 Night - 15 yr Anniversary Cruise) / 2009: Apr - BWV, DCL (3 Nights), SSR / 2008: Nov - BWV (5 Nights) / 2008: Apr - BCV, DCL (4 Nights) and BWV / 2007: Oct - Vero Beach / 2007: Apr - BWV, DCL (3 Nights) and BCV / 2006: Nov - BWV / 2006: Apr - DCL (4 Night) and BWV / 2005: Sep - BWV / 2005: Apr - BWV, DCL (3 Night) and BCV / 2004: Dec - BWV / 2004: May - OKW (10 yr "early" Anniversary) / 2003: Sep- BCV / 2002: Oct - BCV (Kids first trip, ages 3 and 5) / 1996: May - Grand Floridian / 1994: Aug - Grand Floridian (Honeymoon)
hezzie is offline   Reply With Quote
Old 03-08-2013, 11:08 PM   #74
N365PA
First rule of the bayou: never take directions from a gator.
 
N365PA's Avatar
 
Join Date: Jul 2010
Location: Anchorage / AKV / Disney Wonder
Posts: 524

If its not excellent (has been all but once), I say so. Dream Maiden Voyage. They got a scathing review. We had a horrible server team.

I also write letters after the cruises to praise the better castmembers we run into.

Clint
__________________
Clint
Upcoming Trips:
Sep 29-Oct 7: AKV-Kidani Disney World
June 29-July 10: Copenhagen-Dover Disney Magic

N365PA is offline   Reply With Quote
Old 03-08-2013, 11:17 PM   #75
neg58
DIS Veteran
 
Join Date: Oct 2012
Posts: 1,664

Quote:
Originally Posted by Madzac View Post
This is so true. I work in a medical clinic. There is a huge push for patient satisfaction. And of course, its a goal to have patients be well cared for and treated well. We do that and should do that. And someone can have a fine expereince in the clinic but is it excellent? If I go in with a bladder infection and get my meds and everything goes fine, the visit is fine, right? Well if we dont get 5's on our survery it affects bonuses and pay, etc.
.
I'm not sure the best way to get repeat business at a hospital is by giving them excellent service. Seems they'd be back faster if you screwed up a few meds or left a sponge in after surgery.

Nancy
neg58 is offline   Reply With Quote
Reply



Thread Tools
Display Modes Rate This Thread
Rate This Thread:

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

facebooktwitterpinterestgoogle plusyoutubeDIS Updates
GET OUR DIS UPDATES DELIVERED BY EMAIL



All times are GMT -5. The time now is 07:53 PM.

Powered by vBulletin® Version 3.8.4
Copyright ©2000 - 2014, Jelsoft Enterprises Ltd.

Copyright © 1997-2014, Werner Technologies, LLC. All Rights Reserved.