Awesome experience at the park yesterday

[WonkaKid]

A number of great things happened during my visit yesterday. Here's one of the highlights. To preserve the CM's anonymity (they may not be allowed to do what this person did), no names or specifics.

So -- a certain ride that I love was down. When that happens, I'll sometimes wait around for a few minutes to see if it opens sooner rather than later. If it does, I'm in line -- pun intended -- for a jackpot.

I watched about four guests per minute approach the CMs to ask when it would be back up, etc. It occurred to me then that it must take above average patience to answer the same question repeatedly while remaining courteous and kind. So I approached the CMs. "I have a question for you," I said. They eyed me expectantly. "How's your day going?" I asked. They seemed to appreciate that.

Approx 30 mins later when I returned to check on the ride, one of the CMs I spoke with earlier handed me a folded piece of paper. "Open this later," he/she said and explained that they all appreciated my kindness. It was a pass for up to six people to skip the line for any ride. Totally made my day. I later used it for Peter Pan -- standby time was approx 50 mins -- and invited a nice couple I'd met in line at Buzz to join me. We later found a family of three that was visiting the park for the first time and asked them to join us as well. Overall, it was an exceptional day.

It's always good to spread the wealth and to share the karma, I believe. I later commended the CM at City Hall. I always do that when one of them goes beyond the call.

Rob

 

[VandVsmama]

That's SO AWESOME! Disney magic

 

[ashley0139]

I had a similar experience with a friend a couple months ago, although we didn't get a fastpass out of it. RSR was down the whole day, so a group of cast members had to stand out front of the ride for 8 hours and tell people it was down. I imagine that was not a fun day. My friend and I ended up talking to one of the cast members who had been out there all day and was still in such a good mood and fun to talk to, still spreading the magic after having answered the same question probably thousands of times. We left a compliment for her at the end of the day as well.

 

[ParkHopper1]

Have had that happen at both DL and WDW where a cast member would randomly spread some magic just from being nice and appreciative with them rather than an expectation of something in return.

Tends to work in real life as well!

 

[trinerd]

Love stories like this, people forget that CMs are humans, too.

My parents and I got stuck on Jungle Cruise one time, boat ahead of us broke down so our poor CM guide had to somehow go turn 7.5min of jokes into 45min. To make it even worse, we were on a boat full of people who, well, let's just say weren't into Jungle Cruise like I assume most of us are. Knowing most of the jokes and sensing the CM was a bit uncomfortable at the front of the boat with all of his jokes falling flat, my Dad and I started peppering the CM with funny questions/jokes/whatever we could from the back. The CM seemed to like the breather and banter. Once the ride finally ended and we were getting off the boat I went up to the CM to get his name and thank him for all the laughs, he shook my hand and thanked me...it wasn't until after I was getting off the boat that I realized he had slipped me a piece of paper - few FPs for any ride later in the day. I certainly wasn't looking for anything - the extra time on Jungle Cruise was great as it was! - but it was appreciated.

I made sure to stop by City Hall to give the guy a good remark, I've heard these do make their way to the CM's supervisor at some point, I hope that's true.

 

[Donathius]

I usually save my kudos for later - either back at the hotel or at home. There's a feedback form on the DL website and it's a LOT easier for me to give good info about the CM, what they did, time, etc. I filled out an absolutely GUSHING feedback form once after a character meet with Anna. That made it doubly complicated since I don't know Anna's friend's name! I used the pictures I took to get the time, and even included a link to a picture of her so they could identify who it was. I got a phone call about a week later thanking me for my feedback and they mentioned it would go in her file which is used when considering raises, promotions, etc. The person who called me said that guest feedback like that is hugely valuable for them.

In my line of work I find that I really have to listen to those few customers who complain or compliment. If someone complains - they're not the only one. If someone compliments then it really needs to be pointed out and rewarded to encourage the behavior among all employees, not just the one who received the compliment. I'm sure those comments are hugely important for a place like Disneyland.

 

[ashley0139]

I love reading all these stories. I always want to know if the CM received my compliments and if they remember the interaction. Of course, there's no way to find that out.

 

[kaitmaree]

As someone who works in customer service, I can say that being asked how my day is going goes very far.

 

[WonkaKid]

I always want to know if the CM received my compliments and if they remember the interaction. Of course, there's no way to find that out.

I was told by the CM at CH last night that the commendation would be forwarded to the CM's manager that night and relayed to the employee in a week or so. I'd be surprised if the CM didn't remember it. We talked for something like 20 minutes (I'm a gabber ;-)).

 

[DisneyPiPhi]

This happened to me at a FP+ kiosk in WDW. The CM working the kiosk asked if I needed help and I told him no thank you, that I pretty much had the system figured out. I then shared how much I liked the FP+ system and how it was making our trip with a two-year-old really easy and how much I appreciated all the CMs working at the kiosks there to help us. He said he appreciated the positive feedback - they probably don't hear a lot of that at the FP+ stations - and gave me a handful of "magical" paper FastPasses. It was very sweet, and my daughter enjoyed the bonus ride! (I actually don't even remember what we used them for... probably the Barnstormer!)

 

[WebmasterMaryJo]

These types of things don't happen to me. So, imagine my surprise when a couple of months ago I was in line for the Haunted Mansion Holiday. I think I was in the standby line, and the cast member let the fastpass folks go ahead, then waved me through. She asked how many in my party, and I said one. She gave me a fastpass for any attraction. I used it for late check out at Tower of Terror. That was such a cool experience, and still makes me smile to this day.

 

[fifthdimensiondweller]

That's so amazing! What a wonderful experience!

 

[Robinjay]

It is always nice to be kind to others for no other reason that you want to be

It can make someone's hour, day, week, or month!

Thanks for sharing!

 

[theluckyrabbit]

What a great story about putting the magic into action!
DH and I have made it our mission to ask as many CMs as we can while we're in the parks how they're doing or to compliment something about them, e.g. doing a great job, pretty smile, making us laugh, etc. It's amazing how such a small thing can make such a difference. CMs' faces light up, their whole demeanor can change. One time a CM was having trouble with the cash register, so DH was joking and trying to keep things relaxed. We asked how the CM's day was going and tried to be encouraging. Later that evening, we ran into the same CM. She was teary eyed and wanted to thank us for not yelling at her (excuse me? that makes me so sad that people think it's all right to do that to someone...). When we told her we had actually put in a compliment card for how she had kept her cool and stayed calm and patient, she started to cry (happy tears, I hope). After that, I try very hard to remember how hard it can be for the CMs and how much even one kind word and a smile can help.

 

[gottalovepluto]

I love how you spread the pixie dust! The thought of inviting some other people along would never have occurred to me!

 

[EmmersIsTheMommy]

Mine's too long to type up again..but we had a CM (and eventually her manager) give us an amazing boost after an awful experience with another patron. (NOT MY FAULT!!) The poor CM was being berated too. After I got off the ride she was there and asked to give me a hug and we cried together. Like..a lot. HAHA. She asked us to wait for a couple minutes and her manager came with free pics from the ride and then put us right back on the ride for a freebie. Imagine my husband's face when he got off the ride (we went single rider) to see me and a CM bawling together. LOL

It was above and beyond, especially because it wasn't the CM's fault at all. She was doing her job and this person was NOT having it. I left her a good review and I hope it got back to her. She literally changed my life in that interaction (and hopefully I hers). I hope our quick therapy session helped her finish out her shift ok because she was clearly as rattled as I was.

 

[Tinkerbell19672]

I love all these inspirational stories . We were in line for Matterhorn, last in line and it was wrapped around the mountain. A woman came up and asked if there were 3 of us. Said she had a ticket to get to front of line for 6 people but they only had 3 in their group. So she let us get in front with her, it was so awesome!! Saved us atleast a 30 minute wait, maybe more. We were so grateful!

 

[WonkaKid]

Mine's too long to type up again..but we had a CM (and eventually her manager) give us an amazing boost after an awful experience with another patron. (NOT MY FAULT!!) The poor CM was being berated too.

I'm a very chatty guy and almost always engage with CMs. After a few minutes, they'll usually begin to share crazy stories. Someone I spoke with recently told me that the previous day a guest shoved her! How outrageous is that? Bad behavior in the park is one thing. But when it extends to an assault? I can't believe that some people feel that's permissible behavior. Another CM told me that commonly people hurl racial epithets at her (she was African American). I'm beyond shocked at some guests' behavior. Folks like that should be banned permanently from the park.

As an aside, when a CM is assaulted in any way, it seems that it's then their call as to whether the guest is arrested and/or if they wish to press charges. Unless, of course, the assault extends to a felony, in which case POs are compelled to make an arrest (or so I believe). For example, in Chicago, at least, when officers arrive at the scene of a domestic assault and the complainant has visible marks, an arrest is required. It no longer matters if the victim wishes to press charges. At least that's how it was when I worked for the CPD...

 

[EmmersIsTheMommy]

I'm a very chatty guy and almost always engage with CMs. After a few minutes, they'll usually begin to share crazy stories. Someone I spoke with recently told me that the previous day a guest shoved her! How outrageous is that? Bad behavior in the park is one thing. But when it extends to an assault? I can't believe that some people feel that's permissible behavior. Another CM told me that commonly people hurl racial epithets at her (she was African American). I'm beyond shocked at some guests' behavior. Folks like that should be banned permanently from the park.

Ok that's awful. I wouldn't even behave that way on my worst day ever. Bleh.

 

[staceylacey1]

Love to hear this, you gave a little magic and you received a little magic. Niceness goes along way.