Disappointed in Recent CM Interactions / Observations

[SDSorority]

Good evening, everyone. We spent a wonderful week at the world from September 14 through 21. Of course, we had an amazing time as we always do. There was one reoccurring theme however that did leave a sore spot....hang on while I get my flame suit on.

Ok, here goes, y'all. This is a rant, and I will be letting WDW know about this, don't you worry.

We had some very disappointing observations of CM's this trip. These caught me off-guard because never have we ever seen CM's act or appear in this manner, and I much prefer the way it used to be.

1- At the BWV in the front of the parking lot by the villas, there was a CM (in full attire and name badge) smoking, and trying to hide behind a tree. He was unsuccessful because I saw him in plain view.

2- At the Hess station across the street from the BWV, a CM was in her full attire and name badge, pumping gas into her van.

3- One of the CM's at guest relations at EPCOT was incredibly rude and sighing/rolling his eyes (never did see a smile from him) to each person he helped.... AND he was training a new CM that was 'earning her ears'. What a great role model..... at least SHE was friendly!!

4- Around World Showcase, we spotted 2 CM's (in a 5 minute time span) wearing full attire and name badge IN A DIFFERENT COUNTRY THAN THEIR OWN.

5- In the MK, we spotted 3 CM's, all in different lands, in full attire and name badges walking to take a break backstage with their lunch bags, being fully onstage physically, but mentally checked out.

6- There were 2 CM's in full attire and name badges (that worked in one of the Agent P areas) SPRINTING through the crowd around World Showcase after Illuminations, waving at guests and saying "have a magical night! have a magical night!" I thought it was weird that they were running through the crowd....

7- While in line for Kilimanjaro Safari, a CM asked if we were a party of 2 (and we were) and told us to join row 2 with another family (a mom and two small children). We boarded the safari vehicle with this other family, and then another CM yelled at us and told us to get off because we weren't with the family we were sitting with and were supposed to wait for the next vehicle.

8- A CM on PotC was rolling her eyes and acting like she wanted to be anywhere else but there.

9- A CM on CoP was just staring people down as they walked into the theater. We smiled and said "good morning" and she just looked at us. Ok then.

So, there's that. Don't get me wrong, we had some awesome interactions with a few CM's, but it seems like this is the first time we have ever noticed SO many CM's not following Walt's ideals. Is there different training going on? I also should note, NONE of the CM's I mentioned above were "earning their ears" (other than the cheery girl being trained by the grumpy guy in the Epcot guest relations.)

 

[denneg]

You're upset that an off duty CM was getting gas? Are they supposed to I've a certain radius before they can use public services? He/she may have been using their lunch beak to fuel up, or may have been ending or beginning their day, or maybe they were asked to go to a different area to help with a problem and needed gas on the way? That and being upset that CMs are taking breaks seems absurd to me. They are entitled to have breaks! They are even entitled to bad days! The Epcot CMs in the wrong country may have been starting their day and were stopping to someone.

Relax, you were in Disney! If someone actually insulted me or my family, or acted rude to me, I would take their name and complain. But interpreting people's attitudes or feelings seems a stretch. Hope your trip as great otherwise!

 

[quandrea]

Wow. Not good.

 

[siskaren]

I don't see anything wrong with 1, 2, 4, 5 and 6.

1. Since smoking isn't allowed anywhere inside the hotel (including CM only areas), I don't know where else a cast member is supposed to take a smoke break, and he was trying not to be seen by hiding behind a tree.

2. Are cast members not supposed to get gas while going to or from work?

4. Especially since I don't think there's any way for the CMs in WS to get to their own countries without being on stage (unlike at MK where the CMs have the utilidors to get them from backstage to the various lands), again I don't see what the big deal is.

5. What's wrong with having their lunch bags in their work areas?

6. As long as they weren't running into people, again, what's the big deal?

 

[ohboyx3]

With all due respect I think you are being rather knit picky on some of these! I can't imagine keeping a running list of all the things that made my trip less magical.

 

[SDSorority]

You're upset that an off duty CM was getting gas? Are they supposed to I've a certain radius before they can use public services? He/she may have been using their lunch beak to fuel up, or may have been ending or beginning their day, or maybe they were asked to go to a different area to help with a problem and needed gas on the way? That and being upset that CMs are taking breaks seems absurd to me. They are entitled to have breaks! They are even entitled to bad days! The Epcot CMs in the wrong country may have been starting their day and were stopping to someone.

Relax, you were in Disney! If someone actually insulted me or my family, or acted rude to me, I would take their name and complain. But interpreting people's attitudes or feelings seems a stretch. Hope your trip as great otherwise!

I'm not upset that CM's were taking breaks. It was just my understanding that if CM's were off duty, they're supposed to at least remove their name badge. It's the whole onstage vs. offstage thing that was in line with Walt's ideals (building utilidors on the 1st floor of the MK to avoid those CM's that work in Adventureland from strolling through Tomorrowland......) that seem to be slipping.

 

[ohboyx3]

I'm not upset that CM's were taking breaks. It was just my understanding that if CM's were off duty, they're supposed to at least remove their name badge. It's the whole onstage vs. offstage thing that was in line with Walt's ideals (building utilidors on the 1st floor of the MK to avoid those CM's that work in Adventureland from strolling through Tomorrowland......) that seem to be slipping.

The person getting gas could have just forgotten. Perhaps she was rushing home to tend to a kid or something. You just never know. Don't sweat the small stuff. Surely someone getting gas with a name tag on and in costume would not taint your vacation that much.

 

[su_A_ve]

My only issue with a CM not acting appropriately was a few years ago during Xmas at MK. He had a stack of FPs and was scalping them. $10 a piece... Let's say this ruined the magic... Could not read his name tag but did reported it...

 

[Deb & Bill]

Wow, this and some of your other recent posts make me think you had a pretty bad time. With the CMs and the roaches...

 

[fajina]

I think every CM out there should be given an award for putting up with the entitlement mentality chip that most people are wearing on their shoulders these days. I have no idea how they stay so cheerful.

 

[siskaren]

It was just my understanding that if CM's were off duty, they're supposed to at least remove their name badge.

Even if they take off their name badges, it's going to be pretty obvious that they're CMs because of their costumes, so I don't see the point.

 

[jimmysmom74]

You knew Cast Members were really people, not animatronic? Right????

 

[Victoria3]

4- Around World Showcase, we spotted 2 CM's (in a 5 minute time span) wearing full attire and name badge IN A DIFFERENT COUNTRY THAN THEIR OWN.

5- In the MK, we spotted 3 CM's, all in different lands, in full attire and name badges walking to take a break backstage with their lunch bags, being fully onstage physically, but mentally checked out.

Most CM's have to walk through the park to get to their work location. Nothing new here.

 

[The Hendies]

I am far too busy having a good time to look for CM's eating, smoking, getting gas, sprinting, etc. I guess if you look for issues, you'll find them. I choose to have fun and look for the magic. Sorry you felt your trip was less than magical!

 

[SDSorority]

Wow, this and some of your other recent posts make me think you had a pretty bad time. With the CMs and the roaches...

Nah, we had a wonderful time! I'll be posting the good stuff in a few days- it was faster to post the bad stuff first to get it out of my system .

 

[livndisney]

If stuff like that bothers you-you need to stay out of my neighborhood.

We routinely run into a GS manager (lives in my neighborhood) at the grocery and Walmart.
A store manager picks up her daughter from ballet class.
We see bus drivers, housekeepers, front desk and various other CM's grocery shopping and even at the post office. We see Sea World and Universal team members all the time too.

 

[belle032]

I'm sorry if these things left a bad taste in your mouth but some of them are everyday occurrences. I'm not making excuses for any rude CMs because that is just bad show, however, I pumped gas before/after my shift many times in my costume and yes, sometimes we forget to take our name tags off. Considering most of our costumes, mine more so than many, are very recognizable, a name tag almost doesn't make much difference. Walk around Walmart or Target by CP housing, you'll see a fantastic array of polyester costumes! (Yes, this is somewhat frowned upon but sometimes it just can't be helped. Name tags should be off then though)

Carrying our lunch bags across property is nothing new. We had to walk onstage with our bags to get to the cafeteria so I never considered it a problem. No one seemed to notice or care. We are still people and we have to eat too!

You say physically there but mentally checked out? Absolutely! Try working a 14 hr shift in the summer or during holiday time and not mentally check out when you can finally clock out! There is nothing you want more than to get out of that park as fast as you can, sit down, and have a drink!

 

[MartDM]

No flaming, but I must say I think your expectations might be set way too high if #s 1, 2, 4, 5, & 6 troubled you. The average visitor probably wouldn't notice these things or be bothered by them. CMs aren't robots...they are real people doing very hard (and many times unforgiving) work; they too need gas, smoke breaks, to get from point A to point B quickly, and to get silly sometimes.

The customer service issues you mentioned aren't great examples of Disney service, but they certainly aren't shocking customer service failures either. Everyone has a bad moment, hour, or even a day...CMs probably more so than others, given the amount of abuse they seem to take all the time (I witness it multiple times every trip...ranging from nit picking about unimportant nonsense to outright temper tantrums and threats!)

Rather than get bent out of shape about what really amounts to very minor customer service bumps, such as you experienced, I try to push some positive energy their way. I always figure that when I encounter a CM whose mood seems a bit lackluster, it's likely that some knucklehead probably laid a load of unjustified unpleasantness at their feet before I got there, so I give them a smile, a pleasant word, or even a compliment to try to balance out whatever made them feel low. I also say a little thanks to the universe that these folks are there to do these jobs that most of us wouldn't last a week in.

Maybe you might rethink how serious your complaints are before you contact WDW about these things. You could be seriously impacting someone's livelihood.

 

[jimmysmom74]

If snow white was filling up her honda, I would think you had something here. You should scrap book one of those People Magazine "They're just like us" pages!!

 

[Luvchefmic]

Incredible ,,,pick pick pick on the CMs 2 of your complaints/observations
aggravate the most Pumping gas in their costume ? Name tags still on ? Good Grief do you have ANY idea how hard they work to make the magic...what the average pay is....oh wait, you won't care its all about you the vacationer

CMs aren't people, they should change clothes to not ruin the magic even if it delays getting home to family and animals that they have to take care of

Walking through the park, end of shift presumably with a " not mentally there "
facial expression ??? Its called walking with a purpose and not making eye contact with you ..you....meaning 100s of guests between the work location and the time clock, where the CM will have a problem if punching out late, even to make magic and answer a million questions

Good Grief and honestly why post this all here on the theme parks attractions and strategies ...where's the strategic help here, perfect fodder for a Trip Report