Been reading so many horror stories about bad CMs

[DisneyAngelx4]

A good example is the lemonade post from above-it does sound like she was trying to make lemonade-is lemonade that expensive that if she wanted lemonade she couldn't afford that? The CM probably shouldn't have said anything, but the guest shouldn't have tried to take advantage of Disney either.

I just had to respond to this. It sounds like lemon water to me .. not lemonade There is a big difference! Since I like a lemon in my water I should be charged for lemonade!?! I've actually had waitress encourage me to add a packet of sugar to my water to have it taste better.

As for my experiences, most CMs were great, with quite a few indifferent (bordering on rude) ones. I can only remember one bad cm and that was in ASMo housekeeping. She got upset because dd got sick and threw up all over one bed. DD got sick in the night but I didn't want to bother them at 2am so waited til morning. The mousekeeper got mad and said I should have called during the night so she wouldn't have had to do it!! And I was actually tipping $5 a day to them

 

[PamNC]

As a fellow Southern-gal, I know how you feel. I will say that for the most part, we've only encountered wonderful, special Disney-like CMs. With a couple of exceptions. And, we've been going at least once a year for the past 10 years. Not bad. There should, however, be zero tolerance for rude CMs.

PamNC

 

[dreamflight99]

Most all the encounters we have had with Disney CM's, have always been positive. I could probably count the others, on one hand. Everyone has a "bad" day, once in a while. I recall dining in a restaurant we have always loved, and receiving "terrible" service during our visit. After returning to our room, I decided to phone the manager. He apologized emphatically, and then said something which nearly stopped me in my tracks. He simply stated, "I know this is no excuse, but this person lost their father today." I immediately apologized, and all at once understood the actions behind the server. Sometimes, there is more going on...than meets the eye. I always try to give people the benefit of the doubt...(and another chance to "turn it all around"). In most cases, you get back...what you put out.

 

[NotSoMini]

During our bi-annual visits to WDW over the years, we have only encountered one rude CM - a bus driver who perhaps had worked too many hours that day, and shouted, loudly and angrily, at an elderly person who tried to enter the exit door...my family and I were shocked at the CM.

 

[G00fyDad]

During our bi-annual visits to WDW over the years, we have only encountered one rude CM - a bus driver who perhaps had worked too many hours that day, and shouted, loudly and angrily, at an elderly person who tried to enter the exit door...my family and I were shocked at the CM.

Was it Chip and Dale Express? (I'm kidding of course)

 

[littleprincessmom]

In our many trips to Disney, we've only encountered 3 rude CMs- and 2 were actually on the same ride but on different days.

We had an AWFUL bellman at the POLY (when we were staying CL for a week no less). I called for help with the bags when we were checking out. Having worked in the restaurant business all through college, I am a big tipper and I go out-of-my-way to be nice to EVERYONE. He showed up and I was zipping the last of our clothes into a hang-up bag. He said "you should not have called if you weren't ready" and he STORMED out of the room. I literally ran after him explaining that the suitcases and bags were all packed and in the 15 seconds it was going to take him to load them on the cart, I would have the hang up bag zipped up. (I realize this sounds like I'm exaggerating - I'm not!) He completely ignored me and left. Still not believing this had happened, I called the bell staff and asked for another bellman and explained what happened with the first. They apologized and but said the hotel was busy and that they didn't have time to wait for guests to pack. Ok, I agree but he wasn't waiting. We were ready to walk out of the room. Whatever...They sent up a WONDERFUL older bellman who I tipped $20 for less than 10 bags and just HOPED he told meanie CM what he missed for those 15 seconds!

Our other 2 unpleasant CMs were both on Test Track. What is it with that ride? Just as we were about to get on the ride, my DD5 (who loves TOT and roller coasters) decided she did not want to ride. Never mind that we had just waited an hour...I don't belive in forcing kids to ride anything (although secretly and temporarily wanting to kill them for making you wait in line and then backing out is acceptable LOL). Anyway, I quickly asked a young female CM if DH and I could "child swap" and I could ride when DH got off. She and an older male CM both smiled and said sure - just to cross over the bridge and tell the CM on that side what happened and they would load me as a single. Great. I go across the track over the bridge and am told by a very rude CM to leave. I try and explain and he asked if they gave me a pass. No - I've never done this and didn't know I needed a pass but the CMs who told me are right there - pointed across track. He said he did not care what they told me, I can't do that and to leave.

Final other rude CM was on the GM virtual things you sit in coming off the ride. He YELLED at a young couple for going under (not touching) the rails put up to snake people through in a line (no one was in line and they were just trying to cut their walk). I didn't see that what they were doing was hurting anything or anyone but even assuming it was, the CM needed better manners! Had he yelled at my child for doing that I WOULD HAVE GONE OFF!!! (and I am typically a calm, positive person).

Thank you for letting me vent - I knew you DISers would understand and still love WDW. All of that being said, those are the only 3 of the hundreds of CMs I've come across in my years visiting WDW. The VAST MAJORITY are WONDERFUL and make the Disney experience so magical. I make a point to try and speak to a manager about any CM who goes out of their way to do something nice! Thanks to the 99.99% of the CMs who make Disney the most magical place in the World!!! You are the reason we keep coming back!

 

[areno79]

Myself being in the customer service industry, I try to cut the CM's some slack. I know how it feels to be having an absolutely horrible day, and have to put on a smiling face and be over the top happy for every customer that calls. In reality, no one can be 100% all of the time.
Also, you wouldn't believe how many people are rude and have no idea they're being that way...tone of voice says alot about people.
With that said, don't go to WDW expecting every CM to upgrade you or give you free things, and don't be mad at them for something they have no control over. Just smile, say please and thank you, and try to use their name if possible...makes it easier to be nice to someone that's familiarizing themselves to you

 

[MinnesotaMouseketeers]

I agree with some of the other posts that many guests bring it on themselves. I worked in retail for close to ten years and decided it was time to get out when I wanted to start hitting the customers. All it takes if one very rude guest to ruin the rest of the day for the CM, and unfortunely they may in turn show it to the next guest. After one very rude customer in the store I worked at (NOT Disney), the next customer I helped, picked up on my mood and said, "You don't like your job do you?". So I honestly take many complaints on these boards with a grain of salt. We have always had great help from the Disney CM, I have been there five times

 

[simba928]

I have been to Disney World 10-11 times. I have only had a "bad experience with a CM once. He was a bus driver and was complaining about his job. He offered the job to my dad and my little brother (jokingly) and was complaining about the "clown suit" he had to wear. He was really nice, it was just obvious that he hated his job.

 

[dreamflight99]

I worked in retail for close to ten years and decided it was time to get out when I wanted to start hitting the customers.

I'm sorry...too funny! I can fully understand your desire...as I've stood in amazement, next to some "guest" at the front desk...on a rampage!?! Complete and utter foolishness...(to make such a scene in a public place). Thanks for the chuckle.

 

[jlowejd5]

Yeah, I know it sounds fishy, but (honestly) one of my good friends has a best friend from childhood who is now a big muckety-muck at WDW. Like, VP of Labor Relations, or something. He's waaaay up there.

Anyway, my friend and I had a big discusson the other night about the stress his VP buddy has because, as he puts it "The Mouse doesn't get to have a bad day". I don't know how many guest-facing CMs there are on a given day, but I'd guess across Florida, Anaheim, Paris, Tokyo, and two giant cruise ships, there's thousands and thousands. And no matter what each of those people have going on in their lives, no matter how rude or ignorant the guests are, as soon as they strap on that name badge and step out of the sanctuary of the CM-only area, they're "on". Everything they do, everything they say, every piece of body language and facial expression could make or break what may very well be something that the guest will NEVER get to do again.

According to friend, the VP told him that the "Prime Directive" for the CMs is something to the effect of "You are empowered to solve the problems of the guests". Simple, direct, and refreshing. If there's a problem, fix it. There's not much red tape, at least that the guest sees. Fix the problem right, the first time. And do it yourself. The fact that we don't have to jump through hoops and re-explain the problem to six or seven different levels of management is the reason why I think most of us see Disney service as superb.

That's why we so infrequently get the "that's not my job" attitude from the CMs (that we seem to get from every other little snot-nosed counter monkey we deal with every day at every other business enterprise).

 

[G00fyDad]

...seem to get from every other little snot-nosed counter monkey we deal with every day at every other business enterprise)...

Counter monkey!!!
Oh lord its early and I'm tired.

 

[goofy4tink]

Yet another vote for the terrific CM's at WDW!!! Yes, I have encountered some less than enthusiastic CM's. But, they did their jobs none the less. Could they have been a little cheerier? Sure. Then one and only time I had any kind of 'incident' with a CM was upon check-in at BWV on Aug 15'04. I mentioned to the CM how awful the heat and humidity were...just making conversation. She looked at me and said.."Well, at least you get to have a room with running water, and a/c. Mine doesn't even have a roof!!" Man, I felt about an inch tall. She said it with a smile on her face and with humor in her voice. Don't think I could have had the same reaction if the situation was reversed. God love them...they do put up with a lot from us. I even try to give a 'thank-you' to the street cleaners on Main St.

 

[allisonwonderland]

i have always had very good experiences with the CM"S at WDW,,the only bad one was a very surly guy at the front gate of MK,,,it was a little drizzly that day and maybe it made him grouchy...I offeref to get him a warm cup of coffee and he just glared at me so me and my big mouth said"act like a butt-head all day if u like...i dont care,,I am at WDW...at MK i get to see TINKERBELL so not even u can bring me down,,,i am on cloud nine".....my DH pulled me away i..i think the guy polly would have bitten me..)LOL)......he was a little mean to everyone,,BUT that was the only one....everyone else was nice,,,,beyond nice...

 

[goofydad621]

I've been going to Disney for years and have never experienced a really rude CM, if I had I would have reported it.

GOOfydad I have been told the same thing, first complaint will go noticed but ok, second complaint is termination time.

All said and done, I understand why some CM's vent a little attitude sometimes, I know that they are not supposed to but when you get treated with less respect then trash, or with total indifference such as "I paid X amount for this vacation I own you" it would be hard for anybody not to even by mistake ocassionly slip.

We have this game we our family we like to play when we go, instead of expecting the CM's to make us smile, we try to make them smile. let them know that we apprecciate what they do for us and our vacation.

OK sorry for the rant just my 2 cents

Dave

 

[colleen costello]

The closest I have ever come to ugly scenes is when my sister travels with us. I love her dearly, but she is one high-maintenance woman and doesn't give ANYBODY the benefit of the doubt. I have seen her be rude on occasion to CM's and them come close to being rude back. Who could blame them? I told her to cut out the nonsense or I wasn't doing Disney with her anymore!

One time a woman who assigns seating at Whispering Canyon Inn got a little fussy with me when I refused the table where she wanted to seat us. We were a group of six and they had shoved together two small round tables, so that we wouldn't really have been seated all together. When I protested she started to get cranky, but I whispered to her that my Dad is hard of hearing (and sensitive about it!) At a table like that one he could not really have had conversation with anyone else in the group. Immediately she apologized and moved us to a nice big table in a quieter corner. I think as long as you are polite, even when protesting, CM's will mostly be polite right back.

 

[imatoad]

7 trips to DW, never a problem with a single CM. Just remember, as a guest with a problem or complaint, the way you choose to confront a CM will have a direct effect on the cooperation you receive in return. I too work in customer svc. in the AC casino industry, if someone comes to me screaming like a lunatic, my desire to help them greatly decreases, I will help them, but to a much lesser extent. Yes, it is their job to help you, but it is not their job to be your whipping post.

 

[cmonroe]

I've been going to Disney with my family since the late 70's. I didn't encounter a "grumpy" cm until our 2003 trip. She was a waitress at Cindy's Gala Feast at the GF.
She wasn't out-right rude, but she served us with a scowl the entire meal. Keep in mind, this dinner is a buffet, so she got us drinks, extra napkins, etc. that's all. To make a long story short, we commented to eachother (afterwards) but it didn't require anything else. As many other posters have said, "everyone can have a bad day".

When we returned in 04' we ate at the Gala Feast again. She was waitressing, but not our waitress this time. A year later, she still wasn't the happiest waitress I've seen, but she was smiling a bit, etc.

So if that's the worst thing we've encountered over 20+ years of WDW trips, I'll take it!

 

[bytheblood]

I think experiences with rude CM's are rare, but sometimes you will have them.

But for the most part, everyone will be extremely friendly and what you would expect from a CM.

I agree. The only bad CM experiences I have had were either calling into CRO (and way more good experiences there) and on the Disney Cruise and that was with theft.

Never hand Laverne on the Wonder any cash.

 

[Kuzco]

A good example is the lemonade post from above-it does sound like she was trying to make lemonade-is lemonade that expensive that if she wanted lemonade she couldn't afford that? The CM probably shouldn't have said anything, but the guest shouldn't have tried to take advantage of Disney either.

In all honesty, my friend wasn't trying to take advantage of Disney. She really just wanted to add a little bit of sweetness to her water (a tradition of hers) without the calories. If it were Disney's policy to charge for sugar packets, that should have been polietly explained and not rudely stated. And no, the CM wasn't joking...my friend just got water.