Disney Cast Members not doing their job...?

[WebmasterMaryJo]

I've been a Disney guest for about 40 years, and I've been a CM for 2. In those 40 years I cannot remember one incident where I had a poor interaction with a CM, but in the 2 years that I've been a CM I have been cursed out, screamed at and ordered about in a tone that I thought went out with the days of Mary Queen of Scots to her handmaids. Every CM I know has a story-people have been spit on, had things thrown at them, things I would never imagine that people would do.

Now, does that excuse not giving our best every hour we're on stage??? HECK NO!! Even the worst guest is only in your life for a short time-someone else gets the privilege of vacationing with them and then going home to live with them. I have had far more wonderful encounters with guests than bad ones and would hope that is also true of my guests in their interactions with CM's.

I do agree however that training is not what it should be. Talking to folks who have worked there for a long time, I discovered that the Traditions class that I had for one day used to be FIVE days. They immersed you in the culture, inspired you and made you feel like you were someone special because you were a CM. You can't do that as well in one day. Most of us who really love Disney and are serious about our jobs spend time in the parks to restore that feeling when times get tough. I find a visit to "One Man's Dream" or watching people at MK work nicely.

I also agree that while the CP program can be a wonderful thing-Disney relies on it a little too much, and some of the kids really aren't into it or trained well enough. I've met some great kids that will make amazing CM's if they choose to stay, and amazing workers wherever they go. I've also met kids that thought they were coming to FL to party for 6 months and are pretty upset when they find out Disney actually expects them to work.

It would be great if Disney paid us more-who doesn't think they are underpaid for what they do? Higher salaries might help, if you have to work 60-70 hours a week to keep a roof over your head those hours can take a toll. Is it an excuse not to give our best every moment we're on stage? NO. We took the job knowing what they pay was, it's our job to deal with it or find something else that pays more.

My best experiences with CM's as a guest started with me being pleasant and positive when I met them. Just as a smile or a good attitude from a CM can make your day better, you might just make theirs better by giving them your good vibes. We're all only human, and sometimes despite our best efforts how we really feel can show.

I'm not offering excuses-if anything other CM's are often more critical of their peers than guests. I'm the first to notice Disney look violations or other issues when I'm in the parks-it reflects back on all of us when one of us isn't putting out their best effort. I will say though that until I actually did the job I would never have believed what goes on during any given shift.

Nicely said. Thank you for the magic you bring to the guests.

 

[SouthernExplorer]

I've written two formal complaint letters to various Disney execs and have received polite responses from them as well. Which is more than I can say for another amusement park in Orlando that shall remain nameless

 

[scjo68]

Peter Pan, your post was well-written and made a lot of sense.

I will say that I have noticed a general decrease in attentiveness and enthusiasm from CM's over the years. Nothing I could complain about ("I would like to report a CM who did not smile at me!") And certainly this does not apply to every CM, I still get to interact with wonderful ones.

But in the last few years I have seen CM's complaining to each other, ignoring guests, etc. This is the kind of attitude employees at other venues display. I love Kings Dominion, but the workers there are generally apathetic. That is what I'm used to. So my first visit to WDW is when I was first introduced to the wonderful service provided by CM's. Part of the reason I love WDW is the CM's. They truly seemed happy to be there and happy to help. I drive 12 hours to WDW, even though Kings Dominion is 30 minutes away. CM's are part of what makes it worth it.

If the CMs' friendliness was an "act", then it was one that they performed well, and one which some CM's have given up. I don't know the reason.

I will say that there is no excuse for guests to act the
way I have read about here. Truly it is embarrassing to think of guests behaving like that.

 

[dalt01]

i have been in retail all my work life.........it is pretty much the same thing as being a CM and let me tell ya, its hard to take crap from people all day with a smile...now that may sound cynical to some. mostly those who have not experienced it, but something happens to people when they are on the spending end of a buck......... and you dont get a lot of wiggle room from them. working with the public is not for everybody and not everybody understands it.

 

[LCoulter]

I have noticed that too. Mostly CM chatting with each other instead of greeting guests but for the most part, the CMs are great.

The worst case was about a year ago at Winnie the Pooh where two CMs were chatting away when we approached the FP line. We showed our FP and one of them took enough time to glance at it but said nothing and then we walked into the line.

We got to end of line where the gate is and stood there waiting for about 5 minutes before we walked back to the CM to ask if we could just open the gate. One of them huffed at us and said, “well, just open the gate”, as she walked over to her station and opened the gate for us. We’ve always had someone there opening the gate and stopping the flow of traffic from the other line so we didn’t want to just push our way in line.

We never reported it but now wish we had.

 

[katcarter]

This past January we visited EPCOT and I wanted to pick up some Beads for Life jewelry for myself and friends. The CM (a young lady) was way to busy texting on her phone she had 'hidden' in the drawer of the table. I teach at a high school ---so she was not fooling me by 'hiding' the phone in the drawer! I hope this does not become a trend that Disney lets them have their phone while on the job! My family goes often to WDW and we are more upset with the way others act in the parks than the CM's!

 

[Stacy's a freak]

i have been in retail all my work life.........it is pretty much the same thing as being a CM and let me tell ya, its hard to take crap from people all day with a smile...now that may sound cynical to some. mostly those who have not experienced it, but something happens to people when they are on the spending end of a buck......... and you dont get a lot of wiggle room from them. working with the public is not for everybody and not everybody understands it.

With all due respect, I completely disagree. I, too, have worked in retail - my very first job was in a grocery store as a cashier, then in customer service in the "office". Since then I have worked for a law firm for 15 years and for the past 5 years also work one day per weekend at a winery as a tasting room associate (pouring wine tastings). Pardon the resume but I think it is important to know that I have the experience to comment on this subject.

With that said, in all of my years of experience I have found that most customers/clients simply require friendly attention. Sure, I have encountered the occasional jerk who wants me to jump through flaming hoops. But the majority of people only want to be acknowledged. If I only say "Hi, I will be right with you" and attend to the matter at hand (even if quickly finishing up a conversation with a co-worker), customers are satisfied. Likewise, if a customer/client calls with a question, even if you do not know the answer, you can simply say, "I'm sorry, I don't know the answer to that. But I will find out." If you follow through, customers will be satisfied.

Now I can understand how a person can become jaded after years of retail but I firmly believe that if a person is too burnt out to do the job, move on to something else. Just my opinion.

 

[PeterPan09]

With all due respect, I completely disagree. I, too, have worked in retail - my very first job was in a grocery store as a cashier, then in customer service in the "office". Since then I have worked for a law firm for 15 years and for the past 5 years also work one day per weekend at a winery as a tasting room associate (pouring wine tastings). Pardon the resume but I think it is important to know that I have the experience to comment on this subject.

With that said, in all of my years of experience I have found that most customers/clients simply require friendly attention. Sure, I have encountered the occasional jerk who wants me to jump through flaming hoops. But the majority of people only want to be acknowledged. If I only say "Hi, I will be right with you" and attend to the matter at hand (even if quickly finishing up a conversation with a co-worker), customers are satisfied. Likewise, if a customer/client calls with a question, even if you do not know the answer, you can simply say, "I'm sorry, I don't know the answer to that. But I will find out." If you follow through, customers will be satisfied.

Now I can understand how a person can become jaded after years of retail but I firmly believe that if a person is too burnt out to do the job, move on to something else. Just my opinion.

There is a level of guest expectation at Disney that is a little different. Reading these boards for even a few months will show you that. We've done that to ourselves for the most part by offering excellent service and guest recovery when things do not go the way the guest would like. CM's hear a LOT of "what are you going to do for me?" in response to fairly minor inconveniences like not having a towel animal in the room or a sudden rainstorm causing the cancellation of a show, or a ride going down. I had someone demand that Disney compensate their entire stay because the TV was left unplugged after housekeeping cleaned the room. I had another guest go into a 3 minute screaming rant because someone cut in front of her in line while I was measuring a child's height to see if he could safely go on the attraction.

I also remember a little girl who was scared to ride my attraction but when I gave her invisible magic gloves to hold on with, she conquered her fear-and rode again! I remember upgrading a family reunion to a deluxe resort and Grandma crying because they could never have afforded it. I remember a woman who paid for 4 park hopper tickets for 5 days with the $20 bills she had squirreled away while her middle child fought cancer, so they could come to Disney when he went into remission.

And that's only 2 years worth! I love to hear the stories my friends tell about their best experiences over 5,10 and even 40 years. The good FAR outweighs the bad, and when that stops it is time to move on.

 

[lugnut33]

I find the Disneyland CMs to be better than the WDW CM's, and I attribute that to them not having the high turnover that WDW does. Many DL CMs have been there decades. I also think DL recently implemented an extended training period.

 

[Joshua_me]

In a way, this is nothing new.

I can recall seeing "gloomy CM's" as far back as the 1980's, but back then they were a small minority of The World's employees.

Things have definitely changed over the years.

There are still, many, MANY CM's that are filled with that "Disney magic", (or at least they're really good at faking it) but the percentage of the gloomy or indifferent and seemingly ill-informed ones has definitely increased.

I recall an incident just about a year ago to this day... We had a friend unexpectedly join us at the last minute for the long holiday weekend, and as a surprise I decided to treat him to his park admission.

Long story short, (relatively ) I walked up to the ticket booth for the first time in ages, the one to the far right by the turnstiles in front of the MK - and told him that I needed to purchase a four day park hopper.

"A what ?" Was his response.

(It's hard for me to believe that ANY CM wouldn't know what that was... Especially one selling the gosh-darned tickets....) But, anyway...

"A four day park hopper", I repeated.

"Oh", he said.

And with some grumbling he put a ticket in an envelope marked "Two day park hopper" and handed it to me.

I glanced down at it and said, "No, I need a FOUR day one".

"That's what I just gave you !" he said in a loud voice. "We're out of the envelopes that say 'four day', so I put it in a 'two day' one, do you have a problem with that ?"

Wow.

Now, I'm lucky enough to have visited "the world" a bazillion times, so I just handed him my CC and let it go. But, later I got to thinking about it... Imagine if this had been a first time visitor to Walt's vision and THAT had been their first impression of the parks and their employees ?

And this was no clueless teenager, (no offense to you teenagers out there ) this was a man in his mid to late forties who darn well should have known better.

Then I got to thinking some more. WHY in the world would Disney put such a disagreeable man in such a visible position ?

Yes. I understand the economy is horrible and many people are suffering and not being paid a living wage, but sitting down in an air-conditioned booth is not exactly the hardest job to have.

It bothers me to this day that I didn't ask to speak with his supervisor.

I was personally embarrassed for my friend to have overheard this.

Granted it's a small example, but I think it's representational of what's going on in Disney World.

(BTW, it's NOT happening in DisneyLAND. Make of that what you will.)

 

[hapandpam]

I read through this thread with interest because my daughter did the College Program Spring 2011, and she, and her 5 roommates, loved their experience of being at WDW. Two stayed on, and are still there, the other 3 have returned and are doing their second CP. My daughter plans to go back after college graduation and begin her career there at the bottom of the ladder.

All of these young people love "the Disney magic". Their conversations include their experiences with rude customers, but far outweighing those comments are the stories about doing something to make a family's day special. They work for minimum wage, sometimes up to 60 hours a week, because they believe in the Disney dream. To hear so many people stereotype the CMs based on the actions of a few seems unfair.

 

[PeterPan09]

In a way, this is nothing new.

I can recall seeing "gloomy CM's" as far back as the 1980's, but back then they were a small minority of The World's employees.

Things have definitely changed over the years.

There are still, many, MANY CM's that are filled with that "Disney magic", (or at least they're really good at faking it) but the percentage of the gloomy or indifferent and seemingly ill-informed ones has definitely increased.

I recall an incident just about a year ago to this day... We had a friend unexpectedly join us at the last minute for the long holiday weekend, and as a surprise I decided to treat him to his park admission.

Long story short, (relatively ) I walked up to the ticket booth for the first time in ages, the one to the far right by the turnstiles in front of the MK - and told him that I needed to purchase a four day park hopper.

"A what ?" Was his response.

(It's hard for me to believe that ANY CM wouldn't know what that was... Especially one selling the gosh-darned tickets....) But, anyway...

"A four day park hopper", I repeated.

"Oh", he said.

And with some grumbling he put a ticket in an envelope marked "Two day park hopper" and handed it to me.

I glanced down at it and said, "No, I need a FOUR day one".

"That's what I just gave you !" he said in a loud voice. "We're out of the envelopes that say 'four day', so I put it in a 'two day' one, do you have a problem with that ?"

Wow.

Now, I'm lucky enough to have visited "the world" a bazillion times, so I just handed him my CC and let it go. But, later I got to thinking about it... Imagine if this had been a first time visitor to Walt's vision and THAT had been their first impression of the parks and their employees ?

And this was no clueless teenager, (no offense to you teenagers out there ) this was a man in his mid to late forties who darn well should have known better.

Then I got to thinking some more. WHY in the world would Disney put such a disagreeable man in such a visible position ?

Yes. I understand the economy is horrible and many people are suffering and not being paid a living wage, but sitting down in an air-conditioned booth is not exactly the hardest job to have.

It bothers me to this day that I didn't ask to speak with his supervisor.

I was personally embarrassed for my friend to have overheard this.

Granted it's a small example, but I think it's representational of what's going on in Disney World.

(BTW, it's NOT happening in DisneyLAND. Make of that what you will.)

Wow..I wish you had spoken to the manager on duty. I know it takes time out of your visit to the parks, but those things really help. If a CM has made or ruined your day, PLEASE take the time to see someone at Guest Relations. That is the best way to make sure that good CM's are encouraged and bad ones are weeded out.

Perhaps since Disneyland is smaller and has fewer CM's they have better control?

 

[PeterPan09]

I read through this thread with interest because my daughter did the College Program Spring 2011, and she, and her 5 roommates, loved their experience of being at WDW. Two stayed on, and are still there, the other 3 have returned and are doing their second CP. My daughter plans to go back after college graduation and begin her career there at the bottom of the ladder.

All of these young people love "the Disney magic". Their conversations include their experiences with rude customers, but far outweighing those comments are the stories about doing something to make a family's day special. They work for minimum wage, sometimes up to 60 hours a week, because they believe in the Disney dream. To hear so many people stereotype the CMs based on the actions of a few seems unfair.

I don't see it as bashing at all. I work with some amazing CP's and it sounds like your daughter and her friends are really great. However, they probably would tell you that not all CP's are like them.

 

[pixie dust 112]

I am writing this post from Disney World. We have been here for a week and have seen nothing but friendly attentive CMs!

 

[steve76]

This is a bit OT, but when I went to Hong Kong Disneyland a few years back I went to a restaurant on Main Street for Dinner. When I got to the podium I had to wait a couple of seconds before the hostess (a short, young lady) looked up at me, as she appeared to be busy writing something on a piece of paper. When I looked down at what she was doing, she was practising Mickey's signature...! (Hmm, I wonder why!) Now whenever I see Mickey, I think of this (lovely!) chinese girl...!

And by the way, the service was excellent - but then there was only one other party in the entire restaurant!

 

[KingK12]

I've actually seen one still in costume off to the side texting on the cell phone with children around.Hey while you are there do the job they pay you to do!

 

[lugnut33]

I'll be honest, I don't think I've ever had a bad encounter with a CM in all the times my family has gone to DL or WDW. However, I do feel the DL CMs are more knowledgeable and nicer.

That being said, I go out of my way to be over the top nice to the cast members because I know they have a tough job. One time out at DL we kept track of the names of CMs, the location, and the time that they provided us fantastic guest service. I think we ended the week with 4 of them. We went down to City Hall and filled out forms for each one of them on the last night we were there. The young man working City Hall said he wished more guests did the same.

 

[CanadianGuy]

I'm shocked.. SHOCKED to discover that some of the 50,000 plus cast members in Florida aren't 100% ... I will begin writing a strongly worded letter right away.

How do you spell that guys name? It's Bob Iago right?

LMAO.

 

[Stacy's a freak]

I just remembered a funny story that somewhat fits! In 2008 (or so) I went to WDW as a solo (I have done this several times before and after that time and I love it). I was at DHS this particular day and wanted my pic with Woody and Buzz. The line was very short - only 1 other person ahead of me and I kept getting odd looks from the handler who happened to be a little person (I believe that is the socially acceptable term). While waiting for the family ahead of me, the handler started asking me some rather insensitive questions. Like "where is your child for the picture?" And "Where is your family?!" Um, I was 34 at the time and certainly allowed to travel alone to my favorite place on earth. Now I wouldn't say that this guy give me poor service OR that he was purposefully rude. He just didn't know how to handle someone who was not the usual park-goer. Yes, I went to WDW all by myself for an entire week. And no, I have no children. So I didn't complain - nor would I - he just didn't get it. End of funny story.

 

[dalt01]

i have been in retail all my work life.........it is pretty much the same thing as being a CM and let me tell ya, its hard to take crap from people all day with a smile...now that may sound cynical to some. mostly those who have not experienced it, but something happens to people when they are on the spending end of a buck......... and you dont get a lot of wiggle room from them. working with the public is not for everybody and not everybody understands it.

With all due respect, I completely disagree. I, too, have worked in retail - my very first job was in a grocery store as a cashier, then in customer service in the "office". Since then I have worked for a law firm for 15 years and for the past 5 years also work one day per weekend at a winery as a tasting room associate (pouring wine tastings). Pardon the resume but I think it is important to know that I have the experience to comment on this subject.

With that said, in all of my years of experience I have found that most customers/clients simply require friendly attention. Sure, I have encountered the occasional jerk who wants me to jump through flaming hoops. But the majority of people only want to be acknowledged. If I only say "Hi, I will be right with you" and attend to the matter at hand (even if quickly finishing up a conversation with a co-worker), customers are satisfied. Likewise, if a customer/client calls with a question, even if you do not know the answer, you can simply say, "I'm sorry, I don't know the answer to that. But I will find out." If you follow through, customers will be satisfied.

Now I can understand how a person can become jaded after years of retail but I firmly believe that if a person is too burnt out to do the job, move on to something else. Just my opinion.

also with respect, a teenager ringing up chips and crisco.....behind a reception desk in an office setting and giving people free booze does not equal experience in retail. i cut my teeth on door to door. and now....well believe me you havent lived till you tell someone that their credit score only qualifys them for 18% on their car loan. there is a saying........how can you tell a customer is lying???????? answer, their lips are moving. people will say anything to get their way or get something for nothing. CMs put up with lots of crap, i mean when it rains people go to city hall and scream and yell to try to get their ticket money back for goodness sakes. i am not jaded at all. i just understand what i am dealing with.