Cut the grumpy CM's some slack

[rosebud4]

When I stated that Cast members have the most difficult job in the park I was speaking of more of the front line cast members that are most encountered in the parks. There are other jobs in the parks that many others fill who are not considered cast members. My only position on posting was that if you are nice to someone who as part of their job are expected to be nice, it makes that person's day and helps them to continue to be nice. There are rude people everywhere, but part of being Disney fan's is spreading the magic, be it at home or to the cast members who do make our days in the parks.

 

[TDC Nala]

I wouldn't expect "magical" but I do expect professionalism. It would depend on the level of nonprofessionalism exhibited. For example I personally don't care if someone doesn't smile or chat while checking you out with a purchase. Don't really care. But if they chose to speak to me I'd assume they shouldn't do it in a rude manner. I don't buy that if someone is downright rude to you (without provocation) while performing their job, you need to give them slack because their job is difficult.

 

[frndshpcptn]

I think (for me at least) when I took Traditions they stressed that once we stepped "on stage" we were characters in a show. We were part of the production that Disney creates for thier gusts when they visit the parks.

I always equated it to a play on stage. You don't expect the actors to break character in the middle of a play, because they are tired, grumpy, etc. For me it was the same. i didn't feel like I should break character while in costume and on stage with my guests.

Backstage is for "real life."

But, it's been 9 years since I last worked at WDW, so perhaps my way os understanding is no longer the norm...sad if that's the case.

 

[PIRATEGIRL007]

I know for a fact I could not do a public job at a place like WDW, and stay "magical" for an entire shift. I also can't believe the average pay for these folks is sub $10 per hour. With the money Disney is making, and the image they wish to portray, they should double that as a minimum for even the smallest job. Heck, any job where the public has to be dealt with directly should be higher paying than a top exec, LOL.

I couldn't do it either. BUT that being said think of all the complaints on here all year about raising ticket prices, the resort rates going up, merchandise and food price increase, could you imagine if they doubled thier 'minimum wage' (which is greatly over the required amount and national average) what type of price increases we would see in every part of the business?

 

[morethananyonex]

I really wonder if most of you complaining about the CM's (not the rude ones, but the "indifferent" ones), have ever worked a similar job, or remember doing it. Working a thankless, low paying job takes a toll on you.

They are human, and no matter how enthusiastic they may come into the job as, the lack of appreciation, pay and from what I've heard long hours have got to take a toll on you eventually. People may say that the CM's have changed from years past, and while I don't doubt that's true, what about the guests? Now, more then ever I've noticed people have become more and more entitled. If you just relate that point to Disney, people get upset (or at least disappointed) when they don't receive towel animals, free upgrades, "pixie dust", see what I'm getting at?

It's really easy to point the finger at the CM's and be upset they aren't more "magical", but not everyone can be cheery almost 24/7 for what I'm sure is close to minimum wage, so unless Disney wants to start paying a premium for their so called premium service, it's not going to happen.

There simply aren't enough CM's who want to do the job simply for the love of Disney to fill the staffing needs of the entire property.

 

[DisneyFanSince71]

I do appreciate the DISers on this thread that have decided to be proactive and thank the CM's for all the cheer they provide. However, it appears that some are more reactive and judging each CM against a pretty high standard.

Hakuna Matata

 

[disneyfantotheend]

I can't believe it is not the norm for a person to thank the CMs. In an average day, I probably say thank you no less than 20 times and at Disney that would be much higher. Why do people not find it standard to thank others for their help and services?

However, I still think the cms should act professionally no matter who they are dealing with. I do have to say that I have NEVER encountered a rude CM in all of my trips, but obviously others have.

 

[DisneyFanSince71]

I can't believe it is not the norm for a person to thank the CMs. In an average day, I probably say thank you no less than 20 times and at Disney that would be much higher. Why do people not find it standard to thank others for their help and services?

However, I still think the cms should act professionally no matter who they are dealing with. I do have to say that I have NEVER encountered a rude CM in all of my trips, but obviously others have.

We too thank CM's fairly regularly, but I will now be more conscious of it in the future. I haven't remembered any rude CM's in any of my trips to WDW.

IMHO, if some DISer is constantly claiming to run into rude CM's than most likely that DISer is part of the problem. Some want CM's to be more aggressive in preventing other guests rudeness (cutting line, flash photography, talking too loud, etc.). Obviously in a dispute someone will think the CM at fault . And sometimes those people who are too easily angered will write in to the board and complain about the CM. DISers have bad days too.

 

[maxiesmom]

I was very surprised at this, as for us it is just a instant reaction.

Kirsten

That shocks me too. Maybe becasue I work retail, but I say thank you to everyone, from the luggage delivery people to the people at the popcorn cart. It is just automatic. Plus, I am usually so darn happy to be at Disney World that I just want everyone else to be happy.

I can't imagine not saying thank you. It takes what, a second?

 

[Disneyholic]

My son and I had the pleasure of meeting a couple of retired CM's at the Pop Century food court last week. They were a really lovely elderly couple who were forcibly retired from Disney when they hit 65(which they were immensely sad about).

Is it true that they actually force people to retire at 65? I would have sworn their were many CM's older than that. I'm hoping this is wrong, because DH is already 65 and we would eventually like to work as CM's part time after we retire when I am old enough. I never heard of this before.

 

[jewjubean]

Just to let everyone know. It really makes my day when someone is extra nice to us CM's. I got one of those cards that you guys make just to say you made a magical moment to us and we appreciate it. I was having a really bad day and it totally made it better.

 

[jewjubean]

Is it true that they actually force people to retire at 65? I would have sworn their were many CM's older than that. I'm hoping this is wrong, because DH is already 65 and we would eventually like to work as CM's part time after we retire when I am old enough. I never heard of this before.

I dont think thats true. There are some people who I work with who are well over 70. And they are kicken more than us college program kids are! They sure do have the best stories.

 

[ogreenlee]

For the record, I wasn't really making a complaint more than an observation. I, too, am a big thanker. I thank everyone and it bugs me when thank you's aren't issued. I said hello to the bus driver every time one picked us up, and thank you as we exited. I was disheartened to see so many folks get on without even looking at them.

I thanked everyone that deserved a thank you... including the ho-hums. I did not thank the rude girl at Earl. I even gave the snooty manager chick at MouseGears a thank you, even though she was the most unhelpful. She wasn't rude, but she needed to step off of her high horse. Those were the two that I remember standing out.

Overall, I had no bad experiences and most were very friendly, especially when I needed them to be.

 

[Geoff_M]

We too thank CM's fairly regularly, but I will now be more conscious of it in the future. I haven't remembered any rude CM's in any of my trips to WDW.

We're here now and have run into a number of great CMs. "Clint" the boat pilot running between Saratoga Springs and DTD probably being the best gem so far. But today my wife for the first time almost committed violence against a rude CM working in the Island Mercantile at AK. It's a long story, but I'll try and make it short. The problem was with "Rick" (We think we have the name right) from Columbus, OH.

My wife had been looking for a Christmas Disney shirt all over the place. When we ate counter service yesterday the cash register receipts we all got had 20% discount coupons on them good for all the big gift shops in each park from 9 AM to Noon and were good until Jan 3rd. We went into Island Mercantile around 11 AM and my wife found the "perfect" shirt. It had an outline of Christmas lights in the shape of Mickey Mouse. As we continued to shop, my wife noticed that the rack of her shirts was gone. She was glad she had grabbed one when she did. At check out, "Rick" couldn't find the shirt in their POS system and had to hand enter it. It turns out they weren't supposed to be selling that shirt and after we got it they yanked them off the rack. Since we had one, they agreed to sell it to us anyway (nice enough). As we were completing the sale, he mentioned the size of the shirt and my wife realized that she'd grabbed the wrong size and that it mustn't have matched the right colored size ring on the hanger.

"Rick" gave some good advice and said that he never trusts what the hangers say. At first he said that even though they likely had the right size in their storeroom, he couldn't possibly swap the wrong shirt because if he did "everyone would want one too". He kind of hemmed and hawed for a bit and then agreed to have another CM get the right size. While we waited, he went way out of line... he said "You know, I don't remember seeing you hand me a hanger with (right size) on it!" and then proceed to fish around in the hanger bin under the counter to try and prove to my wife that she was being, putting it nicely, "less than honest" about what happened. After a second or two of trying to fish for the "smoking gun" hanger, he said "oh, never mind!" At this point, my wife told me "I need to step outside... you finish the check out!" My wife doesn't take being called a "liar" lightly.

Moments later, the right shirt appeared... with no others clambering for one too. My wife had to come back in and sign for the sale since it was on her card, but she didn't speak to "Rick" or make eye contact with him.

After she left she said that "Rick" was on a roll. During the check-out a couple with "1st Visit" celebration buttons on came up asking for Santa Mickey hats. "Rick", she said, was less than nice in his tone in telling them "No... We sell out of those well before Christmas every year!" and ended with a slightly snotty "Better luck next time!".

Update: My wife's wearing the shirt today, and it looks great! But in talking about it, she thinks the CM's name was "Nick", not "Rick".... but I got this hometown right for sure!

 

[Tammydc30]

CM.s are not animatronics, they are people, they have off days just as we do.

 

[Geoff_M]

CM.s are not animatronics, they are people, they have off days just as we do.

Granted. I don't mind if they act tired, aren't smiling all the time, or seem a bit grumpy. Just don't do things like accuse guests of lying when there's no proof... especially over things that don't really matter.

 

[KellyNY]

Granted. I don't mind if they act tired, aren't smiling all the time, or seem a bit grumpy. Just don't do things like accuse guests of lying when there's no proof... especially over things that don't really matter.

Actually considering his energy to look for a hanger, I assume he was not tired, he was just jerk. honestly I would go and look for another shirt and not buy a thing from him.

 

[wendylovesdisney]

I'm a nurse. I encounter, rude, entitled, crazy people on a daily basis.
I am never, repeat NEVER allowed to have an "off day". NEVER. That is why it makes me crazy to go somewhere that I paid premium money for, money that I killed myself to make, and get treated rudely, or ignorantly, or carelessly.

From Mcdonalds to the grocery store, but especially Disney which took my money with a guarantee of "magic" to happen, I expect people to do their jobs.

Not that Disney disappoints often, but definately they have been slipping.

And since I am on a soapbox, I guess what I was trying to keep to a point is that it bothers me that people have been saying that CM are having "bad days". No excuse.

 

[KellyNY]

I'm a nurse. I encounter, rude, entitled, crazy people on a daily basis.
I am never, repeat NEVER allowed to have an "off day". NEVER. That is why it makes me crazy to go somewhere that I paid premium money for, money that I killed myself to make, and get treated rudely, or ignorantly, or carelessly.

From Mcdonalds to the grocery store, but especially Disney which took my money with a guarantee of "magic" to happen, I expect people to do their jobs.

Not that Disney disappoints often, but definately they have been slipping.

And since I am on a soapbox, I guess what I was trying to keep to a point is that it bothers me that people have been saying that CM are having "bad days". No excuse.

First nobody expects you at your job to be a smily batterfly. Your job is to take care of patients, it is not customer servise, and you do get at least 3X more then what they get paid, you really cannot compare those 2.
You expecting magic to happen, fine, but exactly what do you mean? What are your expectations?

 

[Planogirl]

In my opinion, if someone takes a job and knows what the expectations are then they should meet those expectations or find another job. I'm not talking about an employee being a bit tired or quiet but there is never a good excuse for being rude. None whatsoever.

By the way, I do thank CM's or really anyone else when they do something for me expected or otherwise. I consider it good manners plus I honestly do appreciate the effort. But I will never excuse snippiness in any field that deals with the public.