Disney is different now

[ucfknight]

I also noticed even the employees at the car rental places at MCO were very testy last month. I think lots of crabby people are being created by the DW changes.

I'm not really sure how you can connect the poor attitudes of car rental agents at the airport with MyMagic+. I would love to hear how the 2 correlate.

 

[faneuil]

I think this post brings up an unintended additional negative effect of FP+. Beyond what it does to each visit (some love it, others like me have major concerns), it puts so much more pressure on the CMs to deal with difficulties for guests and try to explain the changes. A good portion know nothing about FP+ or don't understand the restrictions. The decisions are being made by management, but the pressure is hitting the CMs, who don't make very high salaries. I expect the change is not due to worse hiring but has to do with the larger difficulties of the job.

Or lousy training.
Turn over has to be extremely high as well, so CM come and go so fast, they don't become well-versed in the policies. I'm not at Disney, but I've been on my new job 9 months, and I still haven't learned everything - let alone become an expert.

I was at AK yesterday, and I found CM did all they could to interact as little as possible. It wasn't a rudeness per se, but a survival tactic.

 

[ktlm]

We felt the atmosphere difference when we were there in October too. Nothing at the resort felt that different other than stressed out front desk and concierge people dealing with guests with MB/MDE/FP+ questions and issues, but the general mood in and around the parks was different.

It didn't feel like the usual "happiest place on earth". There were grumpy CMs who were stressed out and not being the friendliest to guests, but most were still trying to be upbeat, but even with those you could feel the tension and you could tell that many were totally stressed out even though they were trying to hide it. Around the magic band readers at the rides and park entrance, it was the worst, but you could feel it other places as well. The guests were different too. Where you always saw a few guests who were stressed out here and there, it seemed like everywhere you went now there were people with MB/MDE/FP+ complaints and tension. We noticed that on the buses, monorail, in lines, sitting waiting for shows- a lot of it had gone from the happy chatter and talking with other guests about things you were doing in the park, where you were from, your trip etc. to instead being a lot of complaining about MB/MDE/FP+ and a lot of hearing stories from unhappy guests about things like their MBs not working and them wasting 2 hours at guest services, MDE being useless and glitch in the parks etc. We had to go to guest services in the parks twice (thanks to DD losing something), and we noticed that the lines were much longer than we had ever seen them in the past, and we heard people complaining and sometimes yelling at the poor CMs.

It was still a happy place, but there was a lot of tension in the air that we don't usually find at WDW.

 

[EMode]

I don't think anyone is pitying the CMs. I think it's just that people are thinking that the reason the CMs seem miserable is because of all the new stuff that they have to deal with, on top of confused and angry customers. When I see a trend of miserable CMs like I did on our last trip, I blame Disney. Something is wrong higher up for so many of them to look so stressed out.

I blame Disney too, but the CMs have a job to do and should be doing it with top notch customer service. If they can't manage that during the tough times then they aren't in the right field of work.

 

[ptcbass]

I just hope Disney is learning from what they are going through. Disney used to be fun to plan for vacation. You had to pick your resort and make your dining reservations and then go enjoy your vacation. Now you have to do that, early check in and pick your fast passes. Also now fast passes are more complicated and you can do fast passes for some lunches (?). It is just becoming a little too much considering it is a vacation. I know everyone runs themselves too much at Disney but I think this is only adding to some of the stress of "doing it all". Disney is still great and we are looking forward to our trip but this time planning it has become more frustrating. Now you really need to (but don't have to) plan well in advance what day your going to what park, where you are eating lunch, where you are eating dinner, what fast passes you want and then you also can't miss the night time shows. The entire trip seems to be on a time schedule.
I hope they are watching and taking in how their customers are feeling and what they are experiencing. In trying to stay positive I think growing pains or changes for any company can be tough on all involved while they work out the bugs. I just hope Disney goes in the right direction and holds themself to a higher standard like they always have in the past. If not - Well I guess there are other places to vacation.

 

[unclejack02130]

We live in FL and have been going since 1988 and the experience has declined steadily over time while the cost has risen. Many people here will accept less than par performance from disney because of who they are, but folks-its your money and you are paying for it, it quite frankly is not the quests problem that they have new this or that or that the CM's are under paid are stressed or whatever, when you pay 100.day for a park and several hundred for a room you have expectations that should be met and in fact this is what Dsiney has built thier reputation on and lives on. I noticed the slide really began once Eisner left, say what you will about him but he knew the job and demanded standards that were high, not so much now...beleive me-it is all bottom line, lieterally nothing else matters and as long as the parks are full and the hotels have occupancy you will continue to see declines all over--did you know that when the mods fitst opened you could get real milk, chocolate milk and real juices from the food court....seems like a long time ago, we now go to Universal.

 

[ArwenMarie]

I blame Disney too, but the CMs have a job to do and should be doing it with top notch customer service. If they can't manage that during the tough times then they aren't in the right field of work.

I think there are two different issues. Concerning an individual CM, no one should be rude to a customer ever and I know that I never ran into one rude CM.

When something is noticed on a large scale, then something is wrong higher up. Maybe Disney does need to hire different people with different skill sets now, or maybe they need to pay CMs more to deal with what has become a more complicated job. It's still customer service, but I would argue that the front-line CMs now have to provide customer service for a much more complicated product.

 

[EMode]

I think there are two different issues. Concerning an individual CM, no one should be rude to a customer ever and I know that I never ran into one rude CM.

When something is noticed on a large scale, then something is wrong higher up. Maybe Disney does need to hire different people with different skill sets now, or maybe they need to pay CMs more to deal with what has become a more complicated job. It's still customer service, but I would argue that the front-line CMs now have to provide customer service for a much more complicated product.

I don't think Disney needs to hire different people, maybe just re-train the CMs to be able to better handle the disappointed all the way to irate guests. I still stand by my statement though, if you can't handle customers at their worst then a customer service job isn't the right one for you.

 

[3Gsandme]

We're just back and had the exact opposite experience. I met no rude cast members, everyone was friendly and helpful with everything from directions to greeting my daughters as princesses on nearly every given occasion. We had no problems with attractions being closed without information nor were the wait times inaccurate (as stated or shorter). Our magic bands and dining credits worked great and our room was **** and span after every cleaning. I was expecting problems based on reading here, but encountered no issues at all. Our only real problem was Buzz going down while we were waiting in line. We just moved on to something else. No problem.

 

[Seeker615]

This is exactly correct. When on vacations, problems can and DO occur. I don't think I've ever taken a vacation in my life that went off without a hitch!

Right now Disney is switching a MASSIVE system over to a new one. I understand that people don't want their vacations "ruined" after the time and money spent, but you have to put it into perspective. I have been a part of more than a few "system upgrades" at various companies, and EVERY SINGLE ONE has issues, sometimes large issues. This is technology, folks. It's a double edged sword: when it works, it's the best, most convenient thing in the world....but when it doesn't it can be a real nightmare.

Have any of you dealt with cable or phone companies for MONTHS trying to resolve a problem....I have. Have you been in line at a retail store during Christmas Shopping when their systems went down....I have. Have you made a reservation at a non-Disney hotel or restaurant only for said reservation disappear into "the interwebs"....I have. It happens, usually at the most inconvenient times. Your attitude is what determines the outcome though.

They will figure it out. In the meantime, have some patience - you're on vacation!!!!!

I can see your point but at least with the cable company you are at home and not on vacation where you only have a limited amount of time.

I don't expect everything to be perfect but vacations are not cheap and for a lot of people Disney is a once in a lifetime trip and to be stuck trying to fix things is not a great way to spend your vacation.

 

[dwheaton]

Or lousy training.
Turn over has to be extremely high as well, so CM come and go so fast, they don't become well-versed in the policies. I'm not at Disney, but I've been on my new job 9 months, and I still haven't learned everything - let alone become an expert.

I was at AK yesterday, and I found CM did all they could to interact as little as possible. It wasn't a rudeness per se, but a survival tactic.

You make a good point. I've been a new job for five months, and there still are things that I have no idea how to do.

My first job was in food service at the local zoo, and I got first-hand experience dealing with angry guests. The admission to that park was free, and people complained about everything. Paying hundreds of dollars per day to visit Disney World is something different entirely.

That said, that doesn't excuse CMs from being rude to guests. That's the cardinal rule of customer service. It just seems more likely to fall into category given the challenges of selling and working with a system that still has a lot of glitches.

 

[North of Mouse]

A 'very' bad situation all way round. We're normally AP holders, but we aren't going back until/if things straighten out. Our vacations are supposed to be enjoyable/relaxing, not stressful. We're going where we can relax and enjoy what we are paying for.

But, I really do feel for the CM's. It's hard to be happy/positive all day when you have been hit with so many changes (even they don't understand - or like) which make for unhappy/upset/angry guests - yet you are supposed to keep a 'happy' face.

 

[TLSnell1981]

I'm starting a rumor. Disney's replacing Mickey with a less cheerful, but very pessimistic character.

​

 

[KimmiP]

I have also worked in customer service and in a bank (customer service side) and now at a hospital in a place that receives alot of complaints and the way I see it is that:

1. The CMs are saying the same thing for possibly the 50th time that day so lets be honest, their enthusiasm is a bit waning. Anyone's would be.

2. And I think this is a BIG one...most of times the CMs (or customer service people in general) aren't rude per se. It is mainly a perception of the guest they are speaking with who is probably aggravated to begin with. As you know, perception is reality. So if as a guest you are annoyed at something, an innocent comment can be taken wrong. We have all done it.

FWIW, if I get annoyed at any customer service person trying to help me and I am visibly annoyed, I always apologize to the person. I let them know it is not them but the situation and I'm sorry if I seem to be over vocalizing. It goes a long way.

And for those saying that people spend thousands of $$$ and they should never encounter a less that overly enthusiastic CM....well I you know what? Everyone paid thousands for their trip, and that still doesn't give you the right to walk around with an attitude which is exactly how it comes over. Whenever I come across someone that has to announce that I paid XYZ so I expect nothing less than ABC I know a complaint is soon to follow because they will have a hard time accepting anything less than perfection.

(sorry for the last bit. I've been reading this alot lately and it totally annoys me.)

You want to talk about how the park has changed? Lets talk about the annoying entitled guests walking around screaming at their kids, trying to get in lines they aren't supposed to be in, no respect for anyone else around them like the park was open just for them. Want to talk about dirt, how about spoiled guests who just drop their crap anywhere they see fit. I bet after a day with those people, even Mother Theresa would get a tad touchy.

**rant over**

 

[W.E.D.]

We are also looking to vacation elsewhere as Disney has just "lost it's magic" for us. It is a different place and experience than it was even a few years ago. I hope they know what they are doing as it seems the people that know and love Disney are changing their minds on where to spend their hard earned money. The value for what a WDW vacation costs just isn't there anymore. This is just my opinion and others may vary. We will be back someday but a lot needs to change before then.

Great post. It fits my family as well. Billions of dollars are being spent on new this, new that, etc., etc. How about spending some money on the things that brought us all to WDW in the first place:

1. General cleaning of the parks, resorts, etc. You used to expect spotless; now you get grubby. Walt was big on this because the places he took his children were filthy.
2. Ride/attraction upkeep. Keeping the core experiences that made WDW what it is clean and in working order should be very important, IMHO anyway.
3. Customer Service training. I always have listed my experiences with the CMs as one of the reasons I keep going back. Based on recent threads (I have visited since '11) this appears to be slipping as well.

 

[ArwenMarie]

I don't think Disney needs to hire different people, maybe just re-train the CMs to be able to better handle the disappointed all the way to irate guests. I still stand by my statement though, if you can't handle customers at their worst then a customer service job isn't the right one for you.

Yeah, I agree, if you can't handle the job, you need to leave. But OTOH, customer service is a real skill. Not everyone can do it well and training is always important like you said. It's entirely possible that there are CMs out there who aren't a good fit to deal with the public AND the new FP+ system. I think pay is a factor too. If the job changed, did the pay change?

 

[dr2004]

I also blame the internet for the loss of Disney "pixie dust" experiences and happy CMs. If Disney (or any place) does something off the cuff for someone, and that person posts it, everyone now expects it as a rule. The extreme of this I have witnessed is: a family sitting at 50's Prime time with a checklist of things they expect the server to do. "Everyone chew gum and if we don't get to stand in the corner I am calling a manager…..that's supposed to be part of the experience. I am the customer I paid $19 for meatloaf…that table got to do it". "OK kids, check. Now step 2: place elbows on table. Step 3: Don't finish veggies and order dessert. " No wonder the CMs are cranky. That does not excuse it but I can see they have a tipping point. The guests are not exactly all smiles even when things go well.

The other issue is the sheer size of the place now. Back in the early 80s they had 2 parks, 2 monorail hotels and a monorail. Now there are 4 theme parks, 2 water parks, 15 hotels, a transportation system larger then many small cities, etc. Toss in Universal as well, because this dilutes the talent pool to the point where someone who never would have been considered to deal with the public now is kept on because they need the bodies.

 

[JRawkSteady]

I have also worked in customer service and in a bank (customer service side) and now at a hospital in a place that receives alot of complaints and the way I see it is that:

1. The CMs are saying the same thing for possibly the 50th time that day so lets be honest, their enthusiasm is a bit waning. Anyone's would be.

2. And I think this is a BIG one...most of times the CMs (or customer service people in general) aren't rude per se. It is mainly a perception of the guest they are speaking with who is probably aggravated to begin with. As you know, perception is reality. So if as a guest you are annoyed at something, an innocent comment can be taken wrong. We have all done it.

FWIW, if I get annoyed at any customer service person trying to help me and I am visibly annoyed, I always apologize to the person. I let them know it is not them but the situation and I'm sorry if I seem to be over vocalizing. It goes a long way.

And for those saying that people spend thousands of $$$ and they should never encounter a less that overly enthusiastic CM....well I you know what? Everyone paid thousands for their trip, and that still doesn't give you the right to walk around with an attitude which is exactly how it comes over. Whenever I come across someone that has to announce that I paid XYZ so I expect nothing less than ABC I know a complaint is soon to follow because they will have a hard time accepting anything less than perfection.

(sorry for the last bit. I've been reading this alot lately and it totally annoys me.)

You want to talk about how the park has changed? Lets talk about the annoying entitled guests walking around screaming at their kids, trying to get in lines they aren't supposed to be in, no respect for anyone else around them like the park was open just for them. Want to talk about dirt, how about spoiled guests who just drop their crap anywhere they see fit. I bet after a day with those people, even Mother Theresa would get a tad touchy.

**rant over**

You are 1,000,000% correct on that last bit. People in general have become more entitled and therefor, more aggravating.

However, that is no excuse for the CMs. If I had acted out of line for even a second back in 2001, I would have been fired immediately. CMs get away with WAAAAAY too much and it's not fair to make excuses for them.

 

[jdrais]

You want to talk about how the park has changed? Lets talk about the annoying entitled guests walking around screaming at their kids, trying to get in lines they aren't supposed to be in, no respect for anyone else around them like the park was open just for them. Want to talk about dirt, how about spoiled guests who just drop their crap anywhere they see fit. I bet after a day with those people, even Mother Theresa would get a tad touchy.

Well there is that.

Although sometimes you just get a CM that is really cranky for whatever reason. Maybe they had to deal with one too many entitled guest. Or they could just a bad CM.

 

[JanaDee]

We live in FL and have been going since 1988 and the experience has declined steadily over time while the cost has risen. Many people here will accept less than par performance from disney because of who they are, but folks-its your money and you are paying for it, it quite frankly is not the quests problem that they have new this or that or that the CM's are under paid are stressed or whatever, when you pay 100.day for a park and several hundred for a room you have expectations that should be met and in fact this is what Dsiney has built thier reputation on and lives on. I noticed the slide really began once Eisner left, say what you will about him but he knew the job and demanded standards that were high, not so much now...beleive me-it is all bottom line, lieterally nothing else matters and as long as the parks are full and the hotels have occupancy you will continue to see declines all over--did you know that when the mods fitst opened you could get real milk, chocolate milk and real juices from the food court....seems like a long time ago, we now go to Universal.

You can still get "real" milk (whatever that is), chocolate milk and real fruit juices from all of the resorts.