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

[john7994]

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.

Sadly and Cynically, you are right. People have come to the conclusion that there is no real consequence for bad behaviors, and we see it modeled all the time now ...

 

[gharter]

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 members

I was amazed at how rudely CMs were treated by many guests on our last 2 trips. I don't ever recall seeing that happen (or at least not frequently).

 

[Figmentv]

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.

This may sound a little weird, but I’m a boomer and completely agree with this statement.

I have a part time retirement job in retail, and the folks that are the rudest and give me the most grief are people my age or older.

Ironically, I always thought that getting a part time retirement job at WDW, would be the best job ever. I don’t think that way anymore.

 

[ambula603]

My opinion is that "society" has gotten to this point because of the internet. People can say whatever hateful things they want to strangers and it gives them a feeling of power that they get used to. With no real repercussions for that behavior, it has slowly translated to the "real world" that we see every day.

Add a pandemic and some of the other things already mentioned (like increased prices so some guests feel entitled to a certain experience) and it is a recipe for disaster. I do feel sorry for people who work in the service industry right now and I try to always be patient and kind. I am certainly not perfect but sometimes I am just embarrassed at the way people act!

 

[Robbie Cottam]

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.

You understand calling someone a “boomer“ is not only disrespectful it is also prejudice right?

Any interaction you go into with that mindset will be biased, and your perception will become reality…

 

[Jangles]

You understand calling someone a “boomer“ is not only disrespectful it is also prejudice right?

Any interaction you go into with that mindset will be biased, and your perception will become reality…

I am a boomer and I have never considered the term disrespectful or prejudiced. I find the stereotypes applied to boomers quite amusing. The early boomers, like me, had a very different upbringing, work and life experiences, so we are bound to be different to later generations. And we are getting a bit ‘long in the tooth’ and grouchy now. Be patient with us.