Could the Attitude of Cast Members be because of Us (The Guest)?

[DaPanMan]

My wife and I went to WDW in November and just came back from a spring break visit. Both visits were vastly different. Attitudes by both cast members and guests were vastly different as well. I spoke with many cast members and even a friend of mine who works with the Mouse. While I did not see any guest being hostile towards a cast member during our visits, but speaking with the cast members I did, they said that being spoken to in a non-respectful manner (many levels) is a daily occurrence.

A few examples. Prior to and after Magic Kingdom fireworks. Cast members were trying to let people know where they can watch from and keep walkways clear. Yes, they are yelling, but I could tell it is because they are being completely ignored. I observed several guests just do whatever they wanted. It didn't matter what the cast member was saying. In fact, I bought corn dog bites and fries from Casey's Corner (first time I did that and so delicious) then tried to find a place to eat them. I knew fireworks were soon, so finding a spot to sit outside of Casey's was not going to happen. I am wandering around, can't find a trash can or brick wall. A cast member is desperately trying to get people to do what they're supposed to do to no avail. He sees me and comes over and very quietly asks where I'm trying to go. I tell him I'm just trying to find a spot to sit and eat. He suggests a bench behind Main Street and pretty much guaranteed it would be vacant because of fireworks. He was right. I thanked him profusely as he got back to being flustered with other guests.

I talked to a few cast members after fireworks as people just did whatever they wanted. I asked if it was like this every night and all of them said yes. Every night. No one listens. A few cast members said they have one or two positive guest interactions per shift and that's what keeps them going the rest of the day. One or two?!?!? WOW.

When speaking to my friend, he said that cast members are getting it from both ends. He doesn't like the current leadership. So they get it from guests and from management. He said he wouldn't be surprised if many cast members leave in the near future if things don't change. Management won't or doesn't back up cast members with irate guests, and then guests think they can do whatever whenever they want.

I do watch some of the videos being posted on social media by some cast members with crazy interactions with upset guests who are screaming and swearing at cast members. Most of the cast members are young adults. Why is no one intervening in these situations? Do we think that someone else will take care of it? I find it hard to believe that we as human beings think this is ok? I know if it was my son or daughter being humiliated, I would want someone cast member or anyone, to step in and try to de-escalate the situation. The last one I watched was about parking and a cast member who looked no more that 20 getting an ear full from some 40-something year old man who was intimidating the cast member who was just trying to do his job. No other cast member was around, just him. Someone took the video, all these other people walking by, and not one person did a damn thing. Is this where we are?

I know the pandemic has affected people in a number of ways. But is it us this time and not the cast members? Is it management's unwillingness to help out their employees? All of the above?

 

[wagster92]

It’s a complex situation, there’s both an increase in entitled guests and a shortage of labor. Guests are acting extremely entitled and being very mean to all cast member making them grumpier, and because of the labor shortage Disney is hiring/retaining CM’s that would normally not be employed in the parks.

 

[Raya]

Honest question: when you say there were all those people just walking by in the videos - how would you have wanted them to intervene? I have zero idea how to de-escalate a situation like that, and would have kept walking rather than stepping in because I don't know how to help. If there are some general 'these can't hurt' things to do, I'd be interested in learning them. Part of the problem (at least for me) is reports of more and more fist fights at Disney. I wouldn't want to risk getting between two people on the verge of fighting.

 

[DaPanMan]

Honest question: when you say there were all those people just walking by in the videos - how would you have wanted them to intervene? I have zero idea how to de-escalate a situation like that, and would have kept walking rather than stepping in because I don't know how to help. If there are some general 'these can't hurt' things to do, I'd be interested in learning them. Part of the problem (at least for me) is reports of more and more fist fights at Disney. I wouldn't want to risk getting between two people on the verge of fighting.

Honest answer: stand off to the side, several feet away, and yell, "Hey, I'm calling the cops if you don't stop!" Call 911. It's not life threatening, I get that, but there is the potential for physical violence. They'll understand. I totally understand where you are coming from. You, me, and the cast member don't know who they are or what their story is. Do what you're comfortable with doing, but please do something even if the cast member is the creating the problem. I hope this makes sense to you.

 

[loves to dive]

Honest answer: stand off to the side, several feet away, and yell, "Hey, I'm calling the cops if you don't stop!" Call 911. It's not life threatening, I get that, but there is the potential for physical violence. They'll understand. I totally understand where you are coming from. You, me, and the cast member don't know who they are or what their story is. Do what you're comfortable with doing, but please do something even if the cast member is the creating the problem. I hope this makes sense to you.

I'm not sure that would really help but I do think as another person said it's a combination of bad guests, labor shortage and even not so great training. Sadly, you see it everywhere you go now days.

I think if it really bothered me that someone was being yelled at I might take the southern way and kill with kindness. Step up to the CM and very politely say something along the lines of "excuse me, I'm so sorry to interrupt but I've lost my (kid, car, watch, wallet, way, wife, ..... fill in the blank) and wonder if you could help me". Chances are the mad person might huff a bit but move on and you can then tell the CM you were trying to get them to move along. Most people are not going to get involved in something they feel is none of their business. You could also walk away and find security and tell them what is going on. There are always a number of them at the park entrances and a number of plain clothes people wandering around. They would be able to contact someone.

 

[Jangles]

In December at MK whilst the CMs were attempting to keep the route clear for the parade, it was 50/60 year old men who seemed to have developed selective deafness and were choosing to blatantly ignore the CMs. One chap even unhooked the barrier rope.

 

[lockets]

My wife and I went to WDW in November and just came back from a spring break visit. Both visits were vastly different. Attitudes by both cast members and guests were vastly different as well. I spoke with many cast members and even a friend of mine who works with the Mouse. While I did not see any guest being hostile towards a cast member during our visits, but speaking with the cast members I did, they said that being spoken to in a non-respectful manner (many levels) is a daily occurrence.

A few examples. Prior to and after Magic Kingdom fireworks. Cast members were trying to let people know where they can watch from and keep walkways clear. Yes, they are yelling, but I could tell it is because they are being completely ignored. I observed several guests just do whatever they wanted. It didn't matter what the cast member was saying. In fact, I bought corn dog bites and fries from Casey's Corner (first time I did that and so delicious) then tried to find a place to eat them. I knew fireworks were soon, so finding a spot to sit outside of Casey's was not going to happen. I am wandering around, can't find a trash can or brick wall. A cast member is desperately trying to get people to do what they're supposed to do to no avail. He sees me and comes over and very quietly asks where I'm trying to go. I tell him I'm just trying to find a spot to sit and eat. He suggests a bench behind Main Street and pretty much guaranteed it would be vacant because of fireworks. He was right. I thanked him profusely as he got back to being flustered with other guests.

I talked to a few cast members after fireworks as people just did whatever they wanted. I asked if it was like this every night and all of them said yes. Every night. No one listens. A few cast members said they have one or two positive guest interactions per shift and that's what keeps them going the rest of the day. One or two?!?!? WOW.

When speaking to my friend, he said that cast members are getting it from both ends. He doesn't like the current leadership. So they get it from guests and from management. He said he wouldn't be surprised if many cast members leave in the near future if things don't change. Management won't or doesn't back up cast members with irate guests, and then guests think they can do whatever whenever they want.

I do watch some of the videos being posted on social media by some cast members with crazy interactions with upset guests who are screaming and swearing at cast members. Most of the cast members are young adults. Why is no one intervening in these situations? Do we think that someone else will take care of it? I find it hard to believe that we as human beings think this is ok? I know if it was my son or daughter being humiliated, I would want someone cast member or anyone, to step in and try to de-escalate the situation. The last one I watched was about parking and a cast member who looked no more that 20 getting an ear full from some 40-something year old man who was intimidating the cast member who was just trying to do his job. No other cast member was around, just him. Someone took the video, all these other people walking by, and not one person did a damn thing. Is this where we are?

I know the pandemic has affected people in a number of ways. But is it us this time and not the cast members? Is it management's unwillingness to help out their employees? All of the above?

“it’s not you…. It’s me.”

 

[imbelle]

In January (when the indoor mask mandate was still in place) in the "Living With the Land" queue, a man in front of me was talking on the phone with his mask off. A Cast Member politely asked him twice to put his mask on and he ignored her both times. The wife told the Cast Member "He'll put it on when he gets off of the phone". He didn't and I noticed that as soon as the ride vehicle was out of sight of the Cast Members, the entire family removed their masks as well.

 

[a1tinkfans]

I attribute much of people's uninhibited rudeness to both the frustrations we've lived with for the past two years and He Who Shall Not Be Named giving people permission to behave outrageously whenever they feel like it.

When you've a highly visible, prominent person crassly insulting others, you can't really expect their admirers not to emulate that behavior, indeed revel in the opportunity.

Is this a joke he who goes unnamed before he who is being named unnamed..specifically said to let them get it out of their systems as everyone watched it burn. It’s Society who is now Accepting this crass rude disrespectful way Including those entitled who believe that they have the Only Opinion that counts and is correct. Family Values and Respect is taught at Home. Imagine what these kids are like, if the adults act this way, sad. Yeah… let me go run my errands and gas up at 4.80 a gallon

 

[LYSE]

We have seen a lot both ways, we've gotten more pixie dust lately but also see rude cast members and guests, when the company angers the guest they tend to take it out on the customer facing employees and sometimes that gets to them and just creates a bad loop.

I also agree that maybe they are hiring people they wouldn't have before.

 

[Floridagal23]

Honest question: when you say there were all those people just walking by in the videos - how would you have wanted them to intervene? I have zero idea how to de-escalate a situation like that, and would have kept walking rather than stepping in because I don't know how to help. If there are some general 'these can't hurt' things to do, I'd be interested in learning them. Part of the problem (at least for me) is reports of more and more fist fights at Disney. I wouldn't want to risk getting between two people on the verge of fighting.

It’s true. We were trying to take a family photo in front of the stage by the castle and were waiting for a mom to move (she was taking photos of her daughter where we wanted to stand). She asked a man who was standing right up against the stage to move 3 feet out of her photo frame and he freaked out - started screaming at her, then my husband who was standing near them who was trying to explain that he was in the photo - while he was holding a double and single stroller. It was pretty deserted at that point though I think a show was starting soon-ish so maybe he went to hold a spot? There were no CMs around at all to help. He was truly nuts.

 

[tzvdmd]

There isn't a labor shortage. In the easiest way to put it, the pay is too low for workers to put up with the grief from both guests and company.

 

[LuvOrlando]

No, I do not think this is the case, not even a little.

The general public were jerks before Covid, it's not like we all floated around in Lala land in 2019 or 2003. Back in the 90's people were no more or less awful but CM's put the guest first, which meant a lot less pissed off people. DIsney used to have a whole production bubble around guests, that's why customer service was called "CAST MEMBERS," because they were part of the show, and the loss of this was a steady spiral we all experienced.

An unruly guest should be escorted off property, not just for the CM's but also for the protection of guests. I would be beyond PO'd if my very happy very expensive day ended up ruined because me or my kids ended up feeling unsafe or upset watching some kook mistreat another person. What is it now, like $500 a day in tickets for a family of 4 with $300-500 a day in resort costs plus $400 for meals? Money has a way of lowering thresholds for annoyance. Every incident must have many witnesses on a crowded day so that's a lot of disgruntled guests, make the troublemakers leave.

People are mad because they are paying around $1000 a day for customer attention that hasn't been up to snuff for ages, way more than 10 years back last I remember feeling special there. People should be getting the white glove service Disney created for the prices and if they are not getting white glove treatment then they are not the problem.

 

[Mollygirl21]

Yes, some of it is because of rude guests and bad behavior. But I have a theory about those CMs who just don't seem interested or to be putting any effort into their job other than showing up...

Disney is magical and wonderful and full of nostalgia for many of us based on what it used to be. As WDW changes, fewer kids will be growing up with those magical memories and have less desire or maybe even knowledge to make that magic for others.

They didn't grow up experiencing the WDW we all did...how can they be expected to recreate it?

 

[RamblingMad]

In my experience so far, people have forgotten how to properly socialize post the pandemic. I don't know what about the lockdown did to people. But it's pretty clear in any customer facing interaction with pretty much any company. Service levels are way down post 2019.

 

[TLSnell1981]

It‘s not bad guests but the current regime. Disney doesn’t have enough trained cast members and implemented too many changes in a very short time.

 

[pens4821]

In December at MK whilst the CMs were attempting to keep the route clear for the parade, it was 50/60 year old men who seemed to have developed selective deafness and were choosing to blatantly ignore the CMs. One chap even unhooked the barrier rope.

As someone who works in the service industry, it’s always the older people that cause the most headaches. The funny thing is they complain about the younger generation, but usually teenagers are much more respectful than the over 50/60 crowd. The boomers are the most inconsiderate of all people I interact with.

As to the OP question, I do believe it plays a role. Management needs to start backing employees. Coworkers and I have all been treated horribly, and management never confronts the offender. I think it’s time to go away from the customer is always right mentality and stand behind your employees more. I’m sure that could also help the morale of the cast members.

Having said all that, I also think that some employees need a refresher and reminder that the customer is paying their bills. I tried to say hi or how you doing with a smile to pretty much every cast member I came into contact with when we were there last month (even just walking by). I would say I was ignored much more than I was given a smile or reply back. It was truly shocking to me. Some I could write off and say maybe they didn’t hear me, but many were making direct eye contact with me that I couldn’t even get a smile back. Maybe it’s my nature but even if I’m having a bad day I can be nice to someone especially if they’re being nice to me.

 

[Smugpugmug]

I agree with a little bit of what everyone has said on this thread so far. It's a mixture of guest entitlement, Cast Members that are not being properly trained, upper management and staff shortages. I do disagree that this began when Covid happened. My sister used to work at Big Thunder Mountain in Magic Kingdom (before Covid) and she dealt with entitled guests daily. Management never backed her up and were too cowardly to do so, even in the worst of situations. She had people scream in her face when she would stop the standby line for the Fastpass one every single shift. She even had a guest try to hand her $100 for his family to skip the line and started berating her when she said no. Guests have always been nasty and the high ticket and hotel prices doesn't help that sense of entitlement that a lot of guests have.

As someone who works in the service industry, it’s always the older people that cause the most headaches. The funny thing is they complain about the younger generation, but usually teenagers are much more respectful than the over 50/60 crowd. The boomers are the most inconsiderate of all people I interact with.

Definitely agree with this. I used to work a customer service job and by far the worst groups of people to deal with were boomers. Extremely entitled and rude when things didn't go their way. Teenagers and young adults were nice and respectful the majority of the time.

 

[tommcp516]

"Are we the baddies...???"

 

[Lilsia]

No, I do not think this is the case, not even a little.

The general public were jerks before Covid, it's not like we all floated around in Lala land in 2019 or 2003. Back in the 90's people were no more or less awful but CM's put the guest first, which meant a lot less pissed off people. DIsney used to have a whole production bubble around guests, that's why customer service was called "CAST MEMBERS," because they were part of the show, and the loss of this was a steady spiral we all experienced.

An unruly guest should be escorted off property, not just for the CM's but also for the protection of guests. I would be beyond PO'd if my very happy very expensive day ended up ruined because me or my kids ended up feeling unsafe or upset watching some kook mistreat another person. What is it now, like $500 a day in tickets for a family of 4 with $300-500 a day in resort costs plus $400 for meals? Money has a way of lowering thresholds for annoyance. Every incident must have many witnesses on a crowded day so that's a lot of disgruntled guests, make the troublemakers leave.

People are mad because they are paying around $1000 a day for customer attention that hasn't been up to snuff for ages, way more than 10 years back last I remember feeling special there. People should be getting the white glove service Disney created for the prices and if they are not getting white glove treatment then they are not the problem.

No. I have worked in service for over 30 years. There has been a definite shift in the last 5-10 years in how people treat those in service. 20-30 years ago, it would be rare to have someone yell at you, swear at your, or throw things at you. But recently, it is almost a daily occurrence that someone is going to yell at you for something. People have become much more bold because no one says anything to them. In the past, people would stand up for the employees but now, people just look away and say "not my problem". It has nothing to do with how much money someone is paying because people act this way at a McDonalds. Have you seen the videos of people just exploding over nothing? This is the reality of the public now. As soon as we stop "judging" people, then there is nothing stopping them from acting however we want.