Server Pressure for "Excellent"

[micheledb49]

We just returned from a cruise and the excellent speech pressure was really heavy on the last night. The truth was we had very slow service. We were a table of 4 adults and 4 little ones, the little ones definitely got anxious. In the excellent speech, the servers kept saying, we can't control the kitchen, etc. I can understand that, as I waitressed through college. However, the high pressure excellent speech certainly put a damper on evening meals which truthfully were already quite lacking (food quality and service).

After reading this, I think I'll feel more comfortable saying, we don't want this speech. It's pretty uncomfortable.

 

[MEW35210]

We just got off the Disney Dream 4 night to the Bahamas. We were with a group of 12 and did have a wonderful time. However, I must say that the "excellence" speech every single meal made me very uncomfortable. The very last night the woman server and younger male assistant server were just schmoozing us so much that we couldn't wait to get out of there. The service was very good - if we hesitated about which entrée or which dessert we wanted they would bring us both. They were both very attentive but the last night the assistant server just sat at the end of our table in the window well making small talk and wouldn't go away. There were three small children with us that he was mainly interacting with - making them folded paper animals and doing little magic tricks but enough is enough. The main lady server stooped down to me and asked me what field I worked in, how my husband proposed to me, gave us advice on a long, happy marriage, talked about her husband and how hard he worked, etc. and all the time kept interjecting about the excellence and filling out the comment cards. I was so thrilled when my 4 year old grandson said he had to go potty - it gave me an excuse to run out of there.

The last morning at breakfast she hugged us all. I guess she was just trying to be friendly but I don't really want to be best buds with the servers. I ended up giving a generous cash tip to them both and gave them excellent ratings and mentioned their names on the comment card. But on the last question that asked if I felt pressured I said "no" but really should have said "yes." It all made me feel guilty that they are working hard and I am having a fun time. Because of this attitude I am really rethinking about future travels.

 

[PrincessShmoo]

We just got off the Disney Dream 4 night to the Bahamas. We were with a group of 12 and did have a wonderful time. However, I must say that the "excellence" speech every single meal made me very uncomfortable. The very last night the woman server and younger male assistant server were just schmoozing us so much that we couldn't wait to get out of there. The service was very good - if we hesitated about which entrée or which dessert we wanted they would bring us both. They were both very attentive but the last night the assistant server just sat at the end of our table in the window well making small talk and wouldn't go away. There were three small children with us that he was mainly interacting with - making them folded paper animals and doing little magic tricks but enough is enough. The main lady server stooped down to me and asked me what field I worked in, how my husband proposed to me, gave us advice on a long, happy marriage, talked about her husband and how hard he worked, etc. and all the time kept interjecting about the excellence and filling out the comment cards. I was so thrilled when my 4 year old grandson said he had to go potty - it gave me an excuse to run out of there.

The last morning at breakfast she hugged us all. I guess she was just trying to be friendly but I don't really want to be best buds with the servers. I ended up giving a generous cash tip to them both and gave them excellent ratings and mentioned their names on the comment card. But on the last question that asked if I felt pressured I said "no" but really should have said "yes." It all made me feel guilty that they are working hard and I am having a fun time. Because of this attitude I am really rethinking about future travels.

Yes, you should have checked "Yes". How else will DCL know this problem needs to be addressed?

 

[Dug720]

Yes, you should have checked "Yes". How else will DCL know this problem needs to be addressed?

I wish there was a way to indicate "Yes. But I would have given it without the pressure."

 

[Cackyschmackers]

They were both very attentive but the last night the assistant server just sat at the end of our table in the window well making small talk and wouldn't go away. There were three small children with us that he was mainly interacting with - making them folded paper animals and doing little magic tricks but enough is enough.

I feel your pain. This happened to us on the Fantasy once, and I couldn't stand it any more... I had to solve the puzzles our assistant server was doing for the kids and was like, "'Kay, bye!". I hear you about them wanting to please you, but it's a fine line. I guess one that needs to be learned only after being on the job a while. But this assistant server I am referencing was actually not good at all, and we did leave appropriate feedback (had to do with server duties, not his interactions). It's a tough one.

 

[Dug720]

If you ever feel they are interacting too much, you can simply say "Thank you. We would like to talk/eat/relax now." If they don't get the hint, talk to the head server.

 

[FigmentSpark]

I think sometimes it's a cultural thing. Our server kept repeating himself and talked about the excellent in many different ways for about 5 minutes every night. We didn't like it, but it seemed to be the way he conversed. He explained things that North Americans (English speakers?) take for granted. I've been to other countries and heard people explaining things in that type of detail before. So I wonder if it's about the culture. When they are told, "let them know that you want to earn an 'excellent' ", maybe that's what they think they have to say.

Most North Americans, if we said anything at all, it would be a brief, "Disney loves to see 'excellent' ratings for everything, so if there's anything I can do to make your experience and 'excellent' one, please let me know" and we'd leave it at that. But so many of the servers are from other cultures and perhaps communicate differently.

It does sometimes come off as begging. I want to feel like a guest, not an overlord keeping them in servitude.

 

[over50visits]

The first time we get the "excellent" speech, I tell them, "OK, you've had your say, now I don't want to hear it again. If I do, it will affect the rating I give." We've had no additional speeches with this approach.

I think it is possible to recognize the unreasonable pressure the waiters are under from DCL and gently tell them you understand. Threatening to change a rating seems a bit rude to these hardworking folks, especially when (unfairly in my opinion) the ratings are so vitally important to them.

 

[BruinEd03]

I think it is possible to recognize the unreasonable pressure the waiters are under from DCL and gently tell them you understand. Threatening to change a rating seems a bit rude to these hardworking folks, especially when (unfairly in my opinion) the ratings are so vitally important to them.

Then what's the point of the ratings? I'm supposed to given an excellent rating so that Disney can then boast how high their ratings are, and then increase the price for the cruises? All the while, issues aren't fixed? All this does is encourage waiters to pressure people to give the excellent speech (because it works).

I think we've already seen this, as the last two cruises we had waiters who kept on giving the excellent speeches. Frankly, I don't need to hear it. If they do a good job, they will get an excellent. This fearful attitude ruins the atmosphere for the dinner.

It also establishes extreme services, that I don't really need either because they perceive it to be "responsive" to my needs. E.g., if I ask that they be a little quicker, the serving team then switches to ultra quick every single dinner (to the point where they try to rush us out). Similarly, if I don't want something for one dinner, I don't need to be repeatedly asked "are you sure" and "it won't be any trouble" and reminded that "we want to strive for excellence."

 

[gary in florida]

Then what's the point of the ratings? I'm supposed to given an excellent rating so that Disney can then boast how high their ratings are, and then increase the price for the cruises? All the while, issues aren't fixed? All this does is encourage waiters to pressure people to give the excellent speech (because it works).

I think we've already seen this, as the last two cruises we had waiters who kept on giving the excellent speeches. Frankly, I don't need to hear it. If they do a good job, they will get an excellent. This fearful attitude ruins the atmosphere for the dinner.

It also establishes extreme services, that I don't really need either because they perceive it to be "responsive" to my needs. E.g., if I ask that they be a little quicker, the serving team then switches to ultra quick every single dinner (to the point where they try to rush us out). Similarly, if I don't want something for one dinner, I don't need to be repeatedly asked "are you sure" and "it won't be any trouble" and reminded that "we want to strive for excellence."

RCL

 

[Dug720]

RCL

I've gotten the "excellent" speech and pressure on RCL too. It's not an exclusively Disney thing. (I've also found that a very polite "I understand that you depend on the ratings I give. If something is wrong, I'll let you know so we can fix it. Otherwise, you may safely assume that everything is great and you'll get the marks you need." has worked to staunch that the first night. It especially works well if the head server is in earshot or even the one giving the speech since they are the ones who will get on the servers for not giving it. This applies to both Disney and RCCL. The one time on Holland when the waiter started the speech I literally laughed as the service was atrocious the whole cruise and NO amount of talking to the head server - even by our tour escort - helped...and the icing was he started in on the speech the night that he had to be called back to remove the lobster from the shells AND that he completely forgot the sauce for the soufflé at dessert - basically the worst service he'd given the whole cruise.)

 

[KashasMom]

I've gotten the "excellent" speech and pressure on RCL too. It's not an exclusively Disney thing. (I've also found that a very polite "I understand that you depend on the ratings I give. If something is wrong, I'll let you know so we can fix it. Otherwise, you may safely assume that everything is great and you'll get the marks you need." has worked to staunch that the first night. It especially works well if the head server is in earshot or even the one giving the speech since they are the ones who will get on the servers for not giving it. This applies to both Disney and RCCL. The one time on Holland when the waiter started the speech I literally laughed as the service was atrocious the whole cruise and NO amount of talking to the head server - even by our tour escort - helped...and the icing was he started in on the speech the night that he had to be called back to remove the lobster from the shells AND that he completely forgot the sauce for the soufflé at dessert - basically the worst service he'd given the whole cruise.)

We've NEVER gotten the excellent speech on RCI, or NCL, or any other line. We've ONLY gotten it on Disney. It was so bad one time on the Fantasy - 5 out of 7 nights. It got to the point where I didn't even want to go to dinner. Many people do NOT speak up and many people LIE on the comment card when it asks if you've been pressured. I don't think anyone would want to contribute to someone not getting a raise, being demoted, losing their job...whatever could happen - and some people are just not outspoken enough to say something. Disney surely knows this happens and really should not put this pressure on both the passengers and the crew. And I don't understand what food "quality" has to do with the service. Two separate issues as far as I'm concerned yet I was told (in August on the Fantasy) that I have to say EVERYTHING about the dining experience had to be rated excellent, which unfortunately it(food) was not.

 

[Dug720]

We've NEVER gotten the excellent speech on RCI, or NCL, or any other line. We've ONLY gotten it on Disney. It was so bad one time on the Fantasy - 5 out of 7 nights. It got to the point where I didn't even want to go to dinner. Many people do NOT speak up and many people LIE on the comment card when it asks if you've been pressured. I don't think anyone would want to contribute to someone not getting a raise, being demoted, losing their job...whatever could happen - and some people are just not outspoken enough to say something. Disney surely knows this happens and really should not put this pressure on both the passengers and the crew. And I don't understand what food "quality" has to do with the service. Two separate issues as far as I'm concerned yet I was told (in August on the Fantasy) that I have to say EVERYTHING about the dining experience had to be rated excellent, which unfortunately it(food) was not.

And I have never gotten it heavily pressured on DCL. Gotten it yes, but not heavily pressured. However, in stating my experience I am not denying others may have different experiences or interpretations.

You feel you have on DCL and not on RCCL (I have never nor will ever cruise NCL, so no experience there). That is YOUR experience.

MY experience on my first RCCL was that it was heavy pressure (they may have used “Ten” rather than “Excellent” but it is the same thing). And a very simple, polite conversation nipped that in the bud the first night on my second RCCL cruise.

I do wonder if the relative lack of fixed dining on the other lines - more people doing the choose your own time thing - contributes to a decrease (perceived or otherwise) of it on those lines as unless you make a reservation for the same time each night you are likely to have different servers.

 

[Pens Fan]

What I find interesting about this thread is that it began in 2013. This is an ongoing issue with DCL. Yes, we have gotten the excellent speech on all five of our DCL cruises - though to varying degrees. Ironically, in my experience, the ones that are most annoying about it usually give the worst service. And yes, obviously someone could speak up and ask them to stop, but why should we have to? Why should the guests even be put in that position? Personally that is a situation that would make me very uncomfortable and is just not something I want to have to deal with on vacation.

The question on the comment card concerning whether or not you felt pressured is just lip service in my opinion. If our servers were actually excellent (other than the excellent speech), I will admit that I'm hesitant to answer that question honestly. I have done it, though, when the excellent speech was particularly irritating.

We sailed on NCL for the first time this past summer and loved it. Probably one of the things we loved the most was the dining experience. Not only was the food far better than DCL's, but because you choose where and when you eat you have different servers every night. I loved that. While you don't have servers that know your preferences by the second night, not once did we get an excellent speech - though we did get excellent service. Also, not once in the entire week did we have a server put a napkin on our heads, thank goodness!

 

[jdb in AZ]

What I find interesting about this thread is that it began in 2013. This is an ongoing issue with DCL.

We sailed on NCL for the first time this past summer and loved it. Probably one of the things we loved the most was the dining experience. Not only was the food far better than DCL's, but because you choose where and when you eat you have different servers every night. I loved that. While you don't have servers that know your preferences by the second night, not once did we get an excellent speech - though we did get excellent service. Also, not once in the entire week did we have a server put a napkin on our heads, thank goodness!

We are "one and done" cruising NCL -- service was horrible, and so was the food.

As for the DCL napkins on the head -- we just said no(!)

 

[Anchors Away 2016]

Most North Americans, if we said anything at all, it would be a brief, "Disney loves to see 'excellent' ratings for everything, so if there's anything I can do to make your experience and 'excellent' one, please let me know" and we'd leave it at that.

I think a very brief explanation by the servers, would be helpful to me. Left to my own choices, I never give any rating the highest mark (5 or 10 or whatever) because there is always room for improvement, unless it is the best I've ever experienced. But if the server explains (briefly) that top marks are what the company expects, and that if anything is less than excellent they stand ready to fix it, I have no problem amending my normal practice and giving top marks if they do a good job. (More and more large companies, not just cruise lines are doing this unfortunately.)

Personally, I think Disney is missing an opportunity with their stance on surveys. How can they use metrics to improve it they don't want to hear that they are less than perfect? But if they only want to use surveys to find the most egregious problems (that cause people to give less than a five) so be it.

 

[owensjro]

Definitely not just a DCL thing. Both Celebrity cruises we have done we got the same speech...from our room steward. I think it tends to be more of a problem when the server/staff are the same throughout the cruise. If you are eating in a variety of specialty restaurants like we did on Celebrity the serving team is different every night so the pressure is different. But the room steward giving the speech surprised me a bit

 

[Anchors Away 2016]

Definitely not just a DCL thing. Both Celebrity cruises we have done we got the same speech...from our room steward. I think it tends to be more of a problem when the server/staff are the same throughout the cruise. If you are eating in a variety of specialty restaurants like we did on Celebrity the serving team is different every night so the pressure is different. But the room steward giving the speech surprised me a bit

I've heard it from Toyota, Honda, Olive Garden, State Farm, etc. Please only give us the highest rating, or let us know if anything is less than perfect. When it comes to the Service Department at the Auto Dealerships, it does give me a bit more leverage than usual, so that is nice. They can't just say, "This is our service, take it or leave it," anymore.

 

[Dug720]

I've heard it from Toyota, Honda, Olive Garden, State Farm, etc. Please only give us the highest rating, or let us know if anything is less than perfect. When it comes to the Service Department at the Auto Dealerships, it does give me a bit more leverage than usual, so that is nice. They can't just say, "This is our service, take it or leave it," anymore.

Sprint as well.

 

[Ravenne]

I've heard it from Toyota, Honda, Olive Garden, State Farm, etc. Please only give us the highest rating, or let us know if anything is less than perfect. When it comes to the Service Department at the Auto Dealerships, it does give me a bit more leverage than usual, so that is nice. They can't just say, "This is our service, take it or leave it," anymore.

Yup. I think they (companies, employees...heck I don't even know any more) focus WAY too much on getting the grade than the service itself. I went in for a flu shot today, and before even administering my flu shot, the pharmacist (who was very nice, efficient, and thoughtful) handed me a slip with a survey website and code, and said, "and when you take the survey, please check the box that said I offered you a flu shot." It didn't matter either way. I went in specifically for the flu shot so I was handing whatever credit she gets for hawking it, to her. I thought she was deserving of a good review, but regardless of how *I* the patient/customer felt about her, clearly what mattered was that she did what she was told to do by corporate, and that was to sell a specific product. Not for doing her job well. Which is quite sad especially in the health industry.

I've gotten the same response from other retail stores, like the Lego Store. I'd take my kids in for their mini builds, which of course I know they do that to get me in to buy. Every once in a while I might buy something, and they hand me a receipt with the survey code, and instructions to "give all 10s that would be great!" Same for even the USPS. I went to send a package last week. I asked for a tracking number. The clerk circled the QR code on my receipt. When I got home, I realized it was for a survey, not my tracking #.