Anaheim gets Charm Lessons

[PinkBudgie]

Saw an article in the paper yesterday about the city of Anaheim getting lessons in manners and dealing with tourists. It sounds like local businesses including Disneyland will chip in to teach Anaheim's workers how to be polite to tourists. Things like knowing more about the city and how to talk to them. They realize this is a tourist destination and are trying to make the rest of the city more friendly. Did anyone else see this? What do you think about it?

 

[Sherry E]

Saw an article in the paper yesterday about the city of Anaheim getting lessons in manners and dealing with tourists. It sounds like local businesses including Disneyland will chip in to teach Anaheim's workers how to be polite to tourists. Things like knowing more about the city and how to talk to them. They realize this is a tourist destination and are trying to make the rest of the city more friendly. Did anyone else see this? What do you think about it?

As far as IN the parks, what is funny is that 90 percent of the CM's are ultra-friendly (even when they would rather not be) and super happy (even when I am sure they are not), but every now and then, you will encounter one who is very abrupt and short with you. I mean, in a way, I can appreciate that need to be 'real' but it can be off-putting for the Guests when they are so used to being treated like kings and queens. We had one of those last year in Carnation Cafe, who was clearly not happy being there that night. And I got one on the phone yesterday who was rushing me off quickly.

Another amusing thing is that my friend just moved out of California to upstate New York. She is a nurse and she just started working at a new hospital. For the training and orientation process, a couple of Disney people (like a former CM and someone else) come in to teach the hospital staff how to deal with people and treat the patients like they are kings and queens. The hospital was Disney-fied! See, when youthink of customer service and pleasant treatment of customers, you think of Disney. So even hospitals are trying to get in on that special treatment!

 

[heatherleigh]

I haven't heard of this program. It sounds good though. There are a few people in CA who could use this. We've always had good luck with CMs on our trips. I have actually heard of other companies using ex Disney CMs to help out w/ customer service training.

 

[Sherry E]

I haven't heard of this program. It sounds good though. There are a few people in CA who could use this. We've always had good luck with CMs on our trips. I have actually heard of other companies using ex Disney CMs to help out w/ customer service training.

Yes, the CM's do a really good job of keeping up that happy, pleasant demeanor, answering all questions, chatting with people like they are old friends, sharing their own tips and things. I think you really have to love Disney to work in that capacity for Disney, constantly dealing with people. Rarely do you encounter one with a bad attitude, and certainly they must all have bad days and bad things happen in their lives.

I had never heard of Disney people training other companies with Customer Service until my nurse friend told me that about her hospital in New York, but I think it is a great idea. Obviously Disney is doing something right because we all keep going back! I can also think of a few people here in CA who could use that training! I agree with you Heatherleigh!

By the way, Heather, my nurse frind that I just spoke of is named Heather. And, is Leigh your middle name? My middle name is Lee!

 

[heatherleigh]

Yes, that is my first and middle lol! I don't go by them together though. I don't think heather, alone, was available as a screenname on this board.

 

[extreme8]

The mention of Disney training hospital employees made me think of this book;
http://www.chcm.com/merchant2/merchant.mvc?Screen=PROD&Product_Code=B517

It's getting some real attention in the Health Care industry.

 

[PinkBudgie]

In this case, Disney isn't doing the training, they have hired someone who does this for businesses.

But it leads me to this thought: We who love Disneyland so much and appreciate how nice the CMs are, should strive to be that way at our own work when dealing with whatever "public" we deal with. Think about what you are saying and how you say it.

Example: We called to place an ad in the paper for our missing bird. They said it woud it would run Monday (2 days later) and it didn't. It had already been too long anyway so my DH called back and asked if we could just cancel the ad. She responded, "I don't care." What kind of answer is that? We found that very hurtful.

Just by responding to people in a caring way we can bring a little Disney home. Ok, I'm off my Mickey Mouse soap box now. It just hit me that I can try to be a little "Disnylandish" myself.

 

[Sherry E]

In this case, Disney isn't doing the training, they have hired someone who does this for businesses.

But it leads me to this thought: We who love Disneyland so much and appreciate how nice the CMs are, should strive to be that way at our own work when dealing with whatever "public" we deal with. Think about what you are saying and how you say it.

Example: We called to place an ad in the paper for our missing bird. They said it woud it would run Monday (2 days later) and it didn't. It had already been too long anyway so my DH called back and asked if we could just cancel the ad. She responded, "I don't care." What kind of answer is that? We found that very hurtful.

Just by responding to people in a caring way we can bring a little Disney home. Ok, I'm off my Mickey Mouse soap box now. It just hit me that I can try to be a little "Disnylandish" myself.

You are right - to say "I don't care" is terrible! I hope that was one of those situations where the calls were being monitored so she could get a little 'talking to.' I have established that I could never work for Disney on the side of things where there had to be daily interaction with the public. I just cannot put on that ultra-happy face on on a daily basis! I worked in a couple of different jobs where I had to talk to countless of people daily, some of them completely miserable and intolerable, and after 14 years, I was burnt out on it. Clients complimented me on my way with people. Meanhwile, I was so happy when I got into a job where I could sit quietly and work and not have to talk to people on the phone and where no one would know if I was in a bad mood or not! I always feel like I want to go up to the CMs and tell them, "Thank you for being so nice and helpful when sometimes you must be having a bad day, or you don't feel well or you just don't want to deal with people." I mean, they REALLY have to 'turn it on' for the public.

By the way, did you ever get your bird back? And is it a pink budgie? I hope the bird is okay. That is a terrible feeling when an animal you love disappears.

 

[PinkBudgie]

Thanks. A neighbor's cat ran in the house, knocked down the cage, and snatched him. We are all just sick about it. We assume he's gone but thought maybe if he got away someone found him. He was a blue budgie. Pink Budgie comes from an avatar I use sometimes where I took a picture of my girl budgie and "colored" it pink. We just got a new green budgie named Buzz Lightyear.

Anyway, yes I really do appreciate how nice the CMs are. It has got to be hard.
It sure would be interesting to hear CM stories of crazy questions they are asked by guests.

 

[Sherry E]

Thanks. A neighbor's cat ran in the house, knocked down the cage, and snatched him. We are all just sick about it. We assume he's gone but thought maybe if he got away someone found him. He was a blue budgie. Pink Budgie comes from an avatar I use sometimes where I took a picture of my girl budgie and "colored" it pink. We just got a new green budgie named Buzz Lightyear.

Anyway, yes I really do appreciate how nice the CMs are. It has got to be hard.
It sure would be interesting to hear CM stories of crazy questions they are asked by guests.

That is awful about your bird! I would be sick over that too! I always get mad when people understimate or make fun of the love people have for their animals because I love animals myself and it would kill me if a pet just disappeared like that or if any harm came to it.

There are a few jobs where you know the workers have just 'seen it all' and 'heard it all.' Doctors are one profession like that. Um, let's say (to be clean), 'ladies of the evening' are another profession who has seen it all. Rock stars, too. And Disney Cast Members! They probably have seen and heard all kinds of wacky things in their time in the parks! How could you NOT, with so many thousands of people passing through there on a daily basis?!

 

[pixiewings71]

I'm sorry about your birdie!! Our kitty was crushed by our neighbor's dog, it was heartbreaking!! It's so hard to lose furry family like that.

I try to keep myself "disneyed" while working. I help so many people every day and sometimes it's hard but it's important to give good customer service. Something I do to help myself is I have a vintage Mickey calender that has a cute cartoon on it, that makes me smile and my desktop is the statue of Mickey and Walk with the castle in the background, that ALWAYS cheers me up!! At home my desktop is the pier at DCA, those always make me .

I think this is a good idea for Anaheim and really, for any touristy location. It really keeps you coming back....really!! Part of the reason we love DL so much is everyone is simply so nice (well mostly everyone) and happy to be there. It's just magical...

 

[Gisele]

That is just horrible Pixie! and PinkBudgie! I am just so sorry that happened to your cat, and your bird! damn dogs! was your cat an inside cat? mine are, because I cannot stand the thought of another cat of mine being killed by a stupid driver, that happened a long time ago, but it was just horrific for me, one hour before she was napping on my lap, then I go outside, and animal control is across street in the process of taking her body off of the road, right then and there, I felt like a brick skyscraper fell on me, and I was dead too! the officer asked me if I wanted to bury the body, and I said, no thank you, that is all that I could really say, I could not think of an appropriate place to bury her, not to mention that I really did not want to handle her poor little ran over body (makes me feel very sad, even though it was years ago, to write of it now)
Anyway, I hope that in due time, you will adopt a new cat from your local animal shelter, one that will love to be an indoor cat. My mama cat likes to go out into the backyard with me, so I let her, she knows her way around, for she adopted me a long time ago, but sometimes she takes off, thank god she so far, so good has returned within the hour, but you see in the meantime, I worry, worry, and then I worry some more! (sigh)
Pink budgie, sometimes animal shelters have birds too, that need a good home, perhaps you may like to look into that one day.

 

[Lou-Ann]

Sorry to hear about your bird...

Re Disney training, for many years now large corporations have been sending their management to Disney's school in Lake Buena Vista Fla. They then go back and use this knowledge to train their employees. I know it has to be 15 yrs ago my BIL went for UPS. The Caterpillar Dealership my hubby worked for sent its' HR Director as well. Disney has been making a LOT of money off its' concept to treat people like humans.... Such a deal...

 

[pixiewings71]

Thank You Gisele. We have already adopted 2 new cats that were abandoned by Momma when they were born. We've had them for...oh, 3 years now. It was horrible, but the absolute worst was listening to my kids crying in the backseat as our kitty took her last breath on the way to the emergency clinic. That broke my heart. I miss that kitty daily, she was a good cat. No, they aren't indoor all the time, but they stay close to home and we are on a quiet street...oh and we pressed charges so the neighbors no longer have that dog.