FB enforcement meltdown--that was sight to witness!

[Magpie]

This. While I would love to see a cast member stick to their guns I feel they are getting really mixed messages a lot of the time. It's all well and good to expect them to enforce the rules, but with no back up and the likelihood of getting in trouble if the customer complains, who can blame them for backing off.
I have a 15 yr old dd. She is very sweet and shy. I can't even imagine her in that scenario in a couple of years. She'll learn through job experience I am sure, but she would freeze if someone was yelling and screaming at her.
Some of these cast members are just kids. I'm sure we'd all have a much better customer experience if they were supported and had the back up to do what they are asked to do.

Don't worry! I would have said the same thing about my daughter when she was 15, but she's 16 now and working in the local hospital's gift shop. She's had some customers who don't make sense (exhausted/stressed, probably) and we've been delighted to discover that the girl has a backbone of steel. She's the most sweetly polite immovable object you can possibly imagine, and she well understands that it's not her - it's them.

Your daughter will do fine!

 

[Bullseye]

It is not uncommon at Disney when there is a situation such as this to allow the people on the ride to defuse the situation and they will be met by Security at Unload and escorted out of the Park.

Yes and I've heard on occasion they even drive them out to a remote spot at Bay Lake and whack em! That's why I always try to mind my manners at WDW. They don't mess around.

unless of course it's line jumping, which is allowed all day, every day.

 

[GillianP1301]

Yep, this is how some people roll, scream louder, make scene and get what you want!

Totally agree. And what makes it even worse, is it works and they get away with it. And not just at Disney, this goes for anywhere. God forbid that poor CM actually stand up to those morons, if she did, the next thing you know the offending party would lodge a complaint and she would be in trouble. Until we (the royal society we) start forcing accountability back where it belongs, this type of thing is going to become more and more the norm.

 

[FlightlessDuck]

1. She should not have relented.
2. This is why I won't work customer service, ever.

 

[eliza61]

1. She should not have relented.
2. This is why I won't work customer service, ever.

LOL FD, I'm the opposite, I think a customer service job should be mandatory to graduate h.s. Let everyone experience exactly how John q public behaves then maybe we'd think twice.

One year while working in sears a customer became out of control because an advertised riding mower was not in stock and we were not giving out rain checks (sears is famous for this, advertising merchandise at an incredibly low price then only having 3 per store).

anyhoo, he called me the standard offensive term for AA and a bunch of other names. finally after he wound down, I politely asked him " now after all that, how much do you really think I want to help you"? of course he then starts in with "do you know how much money I spend in this store"? why does every out of control quest feel the need to tell us how much money they spend? I've seen it at disney too. "do you know how much money I spent on this vacation"? I want so bad to say "no and I don't really give a rat's you know what"

 

[reiella]

I called someone out on this once. We were at the Nassau airport and this couple with 2 kids cut right in front of me to get to the airline counter. The husband started yelling that he didn't see me standing in line (what?), etc.

I calmly told him that he was setting an awesome example in front of his kids. He actually got stone faced for 2 seconds and let me by. Now I know it works

It's great when it works to bring a reminder/outside force to remind the person who may not realize they're being irate. It's not so great when it causes them to back against a wall and double-down on their complaint.

A big thing for folks to remember in general. Is that it most likely wasn't the ride itself that caused the guest to get pissed off. The ride was simply the 'straw' that pushed them over. And when folks get to the upset state, they are generally acting emotionally and not rationally. It's an unfortunate part of human nature. It's really unfortunate that a lot of businesses externalize the cost of dealing with it onto their front-line staff, but high churn jobs are high churn jobs .

LOL FD, I'm the opposite, I think a customer service job should be mandatory to graduate h.s. Let everyone experience exactly how John q public behaves then maybe we'd think twice.

No. It doesn't work that way, unfortunately. While working in a Call Center, I got to listen to one of my coworkers go off on an irrational obscenity filled tirade with a CSR on the phone over a stupid fee. Really made me shake my head, because they also complain fairly vocally about how rude and mean the customers were to them.

Perhaps when you have folks who just honestly don't realize it, it can help them have an awareness of the situation, but there are folks [at times] who just don't feel like they should treat each other with dignity.

 

[FlightlessDuck]

LOL FD, I'm the opposite, I think a customer service job should be mandatory to graduate h.s. Let everyone experience exactly how John q public behaves then maybe we'd think twice.

Let me rephrase: "This is why I won't work customer service, ever AGAIN." I spent one summer working at a local amusement park. While most of it was OK, there were a few "customers" I wished harm to during that summer.

 

[TDC Nala]

It's not exactly fine print that shows what time you need to return by.

I'm betting they knew perfectly well that their time had already passed.

 

[WDSearcher]

I wonder how many times the couple used the "We didn't know" excuse

Probably far fewer times than the conspiracy theories estimate.

 

[Dubb]

That reminds me, I have to finish writing my "strongly worded'" letter to guest services regarding alcohol in MK, brand-less napkins, and MSB serving Starbucks.

While you're at it, ask them what powers the Electrical Parade and Pageant.

 

[WDSearcher]

LOL FD, I'm the opposite, I think a customer service job should be mandatory to graduate h.s. Let everyone experience exactly how John q public behaves then maybe we'd think twice.

One year while working in sears a customer became out of control because an advertised riding mower was not in stock and we were not giving out rain checks (sears is famous for this, advertising merchandise at an incredibly low price then only having 3 per store).

anyhoo, he called me the standard offensive term for AA and a bunch of other names. finally after he wound down, I politely asked him " now after all that, how much do you really think I want to help you"? of course he then starts in with "do you know how much money I spend in this store"? why does every out of control quest feel the need to tell us how much money they spend? I've seen it at disney too. "do you know how much money I spent on this vacation"? I want so bad to say "no and I don't really give a rat's you know what"

I had a similar situation years ago during a hot and packed Easter weekend at MK. A guest lit into me about something silly -- like not being able to find this one particular t-shirt or something -- and I just let him keep going until he was done. I find that if you let someone just yell, they'll eventually stop because no one is fighting back.

Once he got done, I said to him, "Just out of curiousity, if I were to walk into your workplace and treat you like you had just treated me, how willing would you be to help me?" He was still angry, and he said, "Damn right I'd still help you -- BECAUSE THE CUSTOMER IS ALWAYS RIGHT!!" Then I asked him for his business card, "so that I can toss some business your way". He handed me one before he realized that his two teenage sons (who had been watching in embarrassment) were laughing hysterically. It took him a second to realize what was going on, and then he reached over and took his card back and walked away. His two sons shot me a "thumbs up" and went after him. I like to think that he behaved himself after that, but who knows?

 

[WDSearcher]

While you're at it, ask them what powers the Electrical Parade and Pageant.

Batteries.

 

[KellyNY]

I had a similar situation years ago during a hot and packed Easter weekend at MK. A guest lit into me about something silly -- like not being able to find this one particular t-shirt or something -- and I just let him keep going until he was done. I find that if you let someone just yell, they'll eventually stop because no one is fighting back.

Once he got done, I said to him, "Just out of curiousity, if I were to walk into your workplace and treat you like you had just treated me, how willing would you be to help me?" He was still angry, and he said, "Damn right I'd still help you -- BECAUSE THE CUSTOMER IS ALWAYS RIGHT!!" Then I asked him for his business card, "so that I can toss some business your way". He handed me one before he realized that his two teenage sons (who had been watching in embarrassment) were laughing hysterically. It took him a second to realize what was going on, and then he reached over and took his card back and walked away. His two sons shot me a "thumbs up" and went after him. I like to think that he behaved himself after that, but who knows?

Funny story but some guests would actually go after that and complain that you were rude and how would you wash it off, unfortunately "customer is always right" is a nasty thing.

 

[waynesgirl]

I had a similar situation years ago during a hot and packed Easter weekend at MK. A guest lit into me about something silly -- like not being able to find this one particular t-shirt or something -- and I just let him keep going until he was done. I find that if you let someone just yell, they'll eventually stop because no one is fighting back.

Once he got done, I said to him, "Just out of curiousity, if I were to walk into your workplace and treat you like you had just treated me, how willing would you be to help me?" He was still angry, and he said, "Damn right I'd still help you -- BECAUSE THE CUSTOMER IS ALWAYS RIGHT!!" Then I asked him for his business card, "so that I can toss some business your way". He handed me one before he realized that his two teenage sons (who had been watching in embarrassment) were laughing hysterically. It took him a second to realize what was going on, and then he reached over and took his card back and walked away. His two sons shot me a "thumbs up" and went after him. I like to think that he behaved himself after that, but who knows?

Bwahahahahahaha! That's awesome! I work in hotels now, but have done F&B and rental cars as well. People get so nasty, especially in front of their children, and generally over things that they themselves are wrong about to begin with...just had a big group in our hotel this past weekend curse my front desk agent and I had to come back after-hours to handle it. And handle it, I did. Entitlement needs to stop, but it won't.

 

[Andtototoo]

When my dd was in the CP earlier this year and had to enforce the FP times, one situation that always made her laugh was when the guest is having a meltdown over missing their FP -- screaming, yelling, threatening -- meanwhile there is NO wait in the regular line. She couldn't get in a word edgewise to tell them, "Just go into the regular line" because they were so busy having a grand old time reaming out a teenager. And when she could get in a word edgewise, they'd still carry on because, "I just want my FP, not the regular line! I don't care if the regular line has no wait, I want the FP line."

Bunch of overgrown, spoiled brat toddlers who have learned that pitching fits usually does work.

As long as companies give in to people like that, they'll keep doing it.

 

[mom2rtk]

Probably far fewer times than the conspiracy theories estimate.

Suggesting that this tactic has probably worked for them before does not necessarily make it a conspiracy theory. It doesn't mean that they went around the parks throwing fits at one ride after another. I'm pretty sure some on the ball CMs would have caught on to that.

It means that they have found this to be a successful way of dealing with similar situations in life, perhaps trying to return something after the return period was over. Or showing up at a crowded restaurant on Friday night without a reservation. Or taking more than 20 items through the express checkout at the grocery store.

 

[KellyNY]

When my dd was in the CP earlier this year and had to enforce the FP times, one situation that always made her laugh was when the guest is having a meltdown over missing their FP -- screaming, yelling, threatening -- meanwhile there is NO wait in the regular line. She couldn't get in a word edgewise to tell them, "Just go into the regular line" because they were so busy having a grand old time reaming out a teenager. And when she could get in a word edgewise, they'd still carry on because, "I just want my FP, not the regular line! I don't care if the regular line has no wait, I want the FP line."

Bunch of overgrown, spoiled brat toddlers who have learned that pitching fits usually does work.

As long as companies give in to people like that, they'll keep doing it.

You mean walking in regular line like the rest of commoners?

 

[RobDIS]

People act like this because it sometimes works. The OP's example being a case in point.

 

[jnoble82]

Its a trend nowadays. Scream and yell and I'll get what I want. Its only a few people but unfortunately, they are who you remember and not the 1000's of other who don't upset you. Of course, you also remember the ones that make you feel really really good too. Its happened to me at my job. I tried enforcing a rule and the customer, after throwing a fit in the museum, wrote back complaining. I didn't get into too much trouble but I felt like I was getting a dressing down over doing my job.

This past May/June, we had a school group come in. The teacher got upset because their IMAX movie got out early (it had started early) and what was she going to do with the kids before their buses got there (look at the exhibits maybe?) Anyway, she was screaming and yelling and making fun of my coworker, right down to imitating his VOICE. Thankfully, the 60 fifth graders she had with her were not around. Great example, huh?

Back to Disney, I was sure to write an email a few weeks ago about all the great fun I had and wonderful service I experienced, though I could only mention one CM by name. I think the only bad thing I said was that I was sad I had to leave!

Reading things like this is why whenever I have a wonderful experience I make sure to tell someone. I was in San Jose in January for the figuring stating championships and I sent a note to the director of the facility it was at for how wonderful their staff was and how great the building was.

Sure, most people leave happy and ready to come back but sometimes after a bad day/week, it helps to get a letter from someone, no matter how long ago their visit, saying how great a time they had. I know it helps me.

 

[WDSearcher]

Funny story but some guests would actually go after that and complain that you were rude and how would you wash it off, unfortunately "customer is always right" is a nasty thing.

I would simply have told my managers my side of it, and they'd have stood behind me. But I pretty much knew going in that the guy wasn't going to take it to that level. He was hot and angry and wanted to yell and needed someone to remind him that he was talking to another person, not some audio animatronic with no feelings or sense of selfworth. A big part of customer service is knowing when someone can be reasoned with and when you just have to let it go.