Do You think DISNEY has gone down hlll the last few years?

[flicx]

Disney execs could answer every problem on this thread and people would still complain. Nature of the beast.

Yes, some people would still complain,no doubt about it.However if they fixed alot of what is complained about on this thread a thread like this wouldn't hold on that long at all, IMO. I actually think the majority of people who complain or find problems with disney on here truly and whole heartedly want disney to improve and get back to the theme park they once were.

 

[TLSnell1981]

Yes, some people would still complain,no doubt about it.However if they fixed alot of what is complained about on this thread a thread like this wouldn't hold on that long at all, IMO. I actually think the majority of people who complain or find problems with disney on here truly and whole heartedly want disney to improve and get back to the theme park they once were.

I do agree. Disney has always been very dear to us. We've had four generations vacationing at DL & WDW. I don't like seeing, the slide into mediocrity. I want Disney to last FOREVER...stay the same, but never grow old. It's part of what makes it special.

 

[Donut23]

I blame, whoever is conducting the interviews and hiring, these duds. There's no excuse. I'm sure, there's no shortage of bright, creative, polite applicants.

Plus major cutbacks in training.

Don't forget all those "unnecessary middle managment" castmembers who were fired a few years ago. Supervisors are doing more with fewer staff and sometimes they just cannot be everywhere to monitor everyone.

Sigh....sad.

 

[sewer]

I'm still having a difficult time understanding this thread! Because someone didn't say hello princess, I didn't get a towel animal, oh there's some scratched paint, does that actually indicate Disney is slipping? Let's get real here, if these "shortcomings" cause you great angst.... DON'T GO!

 

[DVCPAT]

[/QUOTE] Disney still offers the Disney Institute (http://disneyinstitute.com/?CMP=KNC...e|7741945158&gclid=CJ_XooeUnaoCFQKP5godY0Bf0Q) and offers "Quality Service" programs (http://disneyinstitute.com/topics/quality_service.aspx) available for $500+ (http://disneyinstitute.com/dates_and_pricing/program_pricing.aspx). As a guest & CM, visiting the parks, I just don't see the things they claim to provide --was it there at one time? Maybe 15, 20+ years ago, sure--Disney was the leader. But, today, I just don't see how they can say:

"At Disney, we elevate our own level of service by paying extremely close attention to detail, providing comprehensive training, and treating every Guest as a VIP. Service is second nature for our Cast Members because we enjoy pleasing people -- and we enjoy seeing profits."

Like I said, was the true in the past? Yes--absolutely.

Can they say that now? As a guest, I don't see how they can. They are holding onto a legacy of service that just doesn't exist anymore.

Seems to me that all the Disney execs ALL need to take the very own courses that their own company offers at the Disney Institute and learn something new! [/QUOTE]



I agree 100%…. I’m surprised Disney still offers “Quality Service” programs. Walmart and Home Depot do a better job training staff. Although Disney is so unique, It will take awhile for the bean counters to completely ruin the company. GM and Ford had accountants give us the Chevette and Pinto and they were profitable until the public had enough.

 

[goofy4prez]

I'm still having a difficult time understanding this thread! Because someone didn't say hello princess, I didn't get a towel animal, oh there's some scratched paint, does that actually indicate Disney is slipping? Let's get real here, if these "shortcomings" cause you great angst.... DON'T GO!

Perhaps I am misunderstanding what you are saying, if I'm wrong please let me know. I'm assuming what you are saying is that if something is wrong with a product or service we love or have loved we should not say a word and continue to purchase it and ignore it or just stop buying it without mentioning to the provider of the product how we feel

So if there is a problem with my Lincoln I should just ignore it and in the future just don't buy another. Or if my steak is prepared well done when I asked for medium either eat it and say nothing or stay away. Or if I use to get french fries in a happy meal and they then removed the fries and replaced them with a carrot stick and raised the price I should not say anything. I guess I'm getting some "fuzzy logic" in the words of wisdom you are trying to say here if this is what you mean? Perhaps it only applies to WDW

I have read every single post in this thread since it started and I personally think the overwhelming majority of people here love WDW and have expressed a concern beyond being addressed as princess, towel animals, and chipped paint. By ignoring things and looking at the "World" through rose colored glasses is not a solution either.

 

[Tiger926]

I'm still having a difficult time understanding this thread! Because someone didn't say hello princess, I didn't get a towel animal, oh there's some scratched paint, does that actually indicate Disney is slipping? Let's get real here, if these "shortcomings" cause you great angst.... DON'T GO!

I am going to assume that you didn't read the entire thread, except for perhaps the thread title and a few posts here or there? Based on this response, there is no way you could have read the entire thread, as your comments aren't even relevant to this discussion. We have been discussing food, mechandise, CM training/attitudes, park schedules, etc. Not getting a towel animal, which is not guaranteed, nor relevant to most of us here, has nothing to do with problem areas that we see in the parks. I'm sure for some guests, that is a big deal, but for us regulars on this thread, we have been discussing some pretty major WDW operating concerns, of which towel animals is not one of them!

Thanks for your opinion, but not sure how it's even relevant nor appropriate to the actual topic at hand? If you did read the thread, then I apologize, and perhaps some of us can discuss some specific areas of concern with you, if you are interested.

Perhaps I am misunderstanding what you are saying, if I'm wrong please let me know. I'm assuming what you are saying is that if something is wrong with a product or service we love or have loved we should not say a word and continue to purchase it and ignore it or just stop buying it without mentioning to the provider of the product how we feel

So if there is a problem with my Lincoln I should just ignore it and in the future just don't buy another. Or if my steak is prepared well done when I asked for medium either eat it and say nothing or stay away. Or if I use to get french fries in a happy meal and they then removed the fries and replaced them with a carrot stick and raised the price I should not say anything. I guess I'm getting some "fuzzy logic" in the words of wisdom you are trying to say here if this is what you mean? Perhaps it only applies to WDW

I have read every single post in this thread since it started and I personally think the overwhelming majority of people here love WDW and have expressed a concern beyond being addressed as princess, towel animals, and chipped paint. By ignoring things and looking at the "World" through rose colored glasses is not a solution either.

Right! See my above response, as I honestly feel that he/she could not have read the entire thread as the comment is rather insulting to some of the heavy topics we have been discussing such as profit margins, meal plans and park hours.

Tiger

 

[Pirate Jeff]

Die, thread, die!

I'm so tired of seeing this thread and it's misspelled title!!!!

I know!!!

I have no idea how this thread keeps going on!!

I also got a kick out of the misspelled title! I mean, I'm sure you make no errers, do you?

Personally, I like this thread! It gives me hope that maybe at some point, an officer of Disney may browse through it and see the things that make paying customers and stockholders upset!

I think it serves an excellent purpose.... and if you read through some of the posts, the things being brought up are not only legitimate but noteworthy!

I recall a post a few years ago about the condition of The Odyssey Pavilion. It looked run down and decrepit. It was brought up on this board (on another thread) and had a high post count. Whether by coincidence or not, within two months of that thread, The Odyssey Pavilion was painted and freshened up (we actually watched them painting it during our visit..).

Here's another "think small" approach to how this thread benefits....

Many of the members here are Cast Members. They too, read posts here and hopefully, this thread. If they care, they can see first hand, how people respond to CM behaviors both positive and negative.

I couldn't disagree more and feel that this thread has a real value. Personally, I am so glad it is still around!

Have a magical day!!

Pirate Jeff. Aaargh!!

 

[Pirate Jeff]

Perhaps I am misunderstanding what you are saying, if I'm wrong please let me know. I'm assuming what you are saying is that if something is wrong with a product or service we love or have loved we should not say a word and continue to purchase it and ignore it or just stop buying it without mentioning to the provider of the product how we feel

So if there is a problem with my Lincoln I should just ignore it and in the future just don't buy another. Or if my steak is prepared well done when I asked for medium either eat it and say nothing or stay away. Or if I use to get french fries in a happy meal and they then removed the fries and replaced them with a carrot stick and raised the price I should not say anything. I guess I'm getting some "fuzzy logic" in the words of wisdom you are trying to say here if this is what you mean? Perhaps it only applies to WDW

I have read every single post in this thread since it started and I personally think the overwhelming majority of people here love WDW and have expressed a concern beyond being addressed as princess, towel animals, and chipped paint. By ignoring things and looking at the "World" through rose colored glasses is not a solution either.

Hey Goofy!

Excellent response here! I am thinking that my last response (just prior this one..) is a nice post-script to this!

BTW, is Goofy running in '12? We could use a man like him in office! He'd be the only dog in Washington we could trust!!

Have a good one my friend!

 

[Ltl Mermaid]

I will admit to not having read every post in this thread, but I do have an opinion regarding the original question asked in the title in this thread:

Basically, I don't really think service has gone downhill at WDW. Things are certainly different but I don't see any real slip in service, quality, or experience. I am a CM at the DLR, so I personally have very high expectations for service, which means there have been small situations "here and there" but I do NOT see it as some sort of endemic decline.

Blaming the people who do the hiring to me seems a bit simplistic. Some people interview well, get their training, and then fall into their own default mode. IMO we should blame the CM who caused the issue for their behavior/attitude, not the people who interviewed them 2 years ago.

I am a trainer and I can tell you from experience that there is nothing easy about the training in my department (at least).

Threads like these make me sad because trainers like me do our best, work really hard to train properly, just to hear people bash us and say that we don't do our job properly.

FWIW I am sorry those of you have had bad experiences. I go yearly (most recent trip in December 2010) and I feel that WDW is as magical now as it was during my first trip in 1996. In fact I have enjoyed myself so much the past few trips I am considering DVC for the first time!

 

[WDSearcher]

I will admit to not having read every post in this thread, but I do have an opinion regarding the original question asked in the title in this thread:

Basically, I don't really think service has gone downhill at WDW. Things are certainly different but I don't see any real slip in service, quality, or experience. I am a CM at the DLR, so I personally have very high expectations for service, which means there have been small situations "here and there" but I do NOT see it as some sort of endemic decline.

Blaming the people who do the hiring to me seems a bit simplistic. Some people interview well, get their training, and then fall into their own default mode. IMO we should blame the CM who caused the issue for their behavior/attitude, not the people who interviewed them 2 years ago.

Thank you for that!

Potential CMs do not go into Casting and say to the hiring manager, "I'm going to actually be a rotten CM. I won't be magical at all. I intend to be rude, lazy and not at all knowledgeable about the parks. Oh ... and I really hate kids." Some people interview beautifully and don't show their real colors until after their 90-day probationary period.

There are a lot of CMs who get jobs at Disney expecting it to be laughter and pixie dust all day long only to find out that when they excitedly said, "Really! I'll do ANYTHING just to work here!" that Disney took them at their word. And now they stand behind a churro truck all day long or load / offload people onto a ride somewhere. The job they get seldom matches their expectations because it's a JOB. And they expected it to be more like their vacations. It's hard to be on the other side of the churro cart.

Now I know some of you will say, "That would change if Disney paid more." I disagree. Hirees know what they'll be paid when they get the job. It's not like Disney withholds that information. If you, as a hiree, say "yes" to the job you're offered at the pay you're offered, you're saying that what you're being paid is acceptable for the job you're taking. If it's not, then don't take it. There are -- as many of you have noted -- plenty of places that pay more. No one is forcing people to work at Disney.

I am a trainer and I can tell you from experience that there is nothing easy about the training in my department (at least).

Threads like these make me sad because trainers like me do our best, work really hard to train properly, just to hear people bash us and say that we don't do our job properly.

My department has some pretty heavy-duty training too. What most non-CMs may not realize is that it isn't just "Traditions." There's Traditions, then department training, then role training, plus general stuff like Safety. And -- like lots of kids in school -- some CMs are A students, some are not. So Disney should fire anyone who's not top of their class? Some CMs need time on the job to really shine. They do lousy in classes. It's not until someone gets out there, in the parks, in front of Guests that you can really see how they'll be as a CM.

 

[Pirate Jeff]

I will admit to not having read every post in this thread, but I do have an opinion regarding the original question asked in the title in this thread:

Basically, I don't really think service has gone downhill at WDW. Things are certainly different but I don't see any real slip in service, quality, or experience. I am a CM at the DLR, so I personally have very high expectations for service, which means there have been small situations "here and there" but I do NOT see it as some sort of endemic decline.

Blaming the people who do the hiring to me seems a bit simplistic. Some people interview well, get their training, and then fall into their own default mode. IMO we should blame the CM who caused the issue for their behavior/attitude, not the people who interviewed them 2 years ago.

I am a trainer and I can tell you from experience that there is nothing easy about the training in my department (at least).

Threads like these make me sad because trainers like me do our best, work really hard to train properly, just to hear people bash us and say that we don't do our job properly.

FWIW I am sorry those of you have had bad experiences. I go yearly (most recent trip in December 2010) and I feel that WDW is as magical now as it was during my first trip in 1996. In fact I have enjoyed myself so much the past few trips I am considering DVC for the first time!

I too, appreciate reading your thoughts and I want to preface any further words with the understanding that while I have witnessed a noticable change in "some" CM's, it is the exception.

We have had many awesome experiences, usually on each and every trip where CM's go out of their way to make your experience wonderful! No place else on Earth, can you find such a collection of bright and cheerful souls to make your fantasy vacation, memorable.

I am not aware of the numbers but I do know, that the employee list at WDW is massive! There is no way on Earth, every Cast Member is going to be 100% during every moment of every day! It is an astronomical impossibility (in my opinion)! Literally thousands of CM's on the job at any given moment...that there is no way one is not going to experience a bump in the road now and then.

I think overall, that Disney is like no other entity. I think that CM Trainers like yourself do incredible jobs because the vast majority of CM's we come across, are friendly, courteous and are so obviously absorbed in the magic that they can't help but emulate their disposition to those around them!

That is not always true unfortunately and for me personally, most of the negative feelings I personally have, are with corporate decisions, not on how we are treated! It is the latter, which makes us return year after year and spend our hard earned money at Disney!

I don't know if you'll take this as a positive but it is meant to be such!

 

[Disney Doll]

I don't know...I generally don't have a problem with CMs. I have found a couple that maybe weren't as magical as others, but I have never encountered any CM whose behavior could ruin my trip.

I am of the opinon that the bigger problem with vacationing at Disney...or anywhere else for that matter...is the overall entitlement mentality of the general public. People are just nastier and ruder these days....maybe not any of us perfect DISers but I really can't go anywhere, at home or on vacation, where I don't see a number of people behaving in a rude manner...not holding doors, talking on their damn cell phones instead of interacting with the person who they are actually with.

The other day I watched 2 men eating at a restaurant and one of them spent nearly the entie dinner on the phone...and no, it wasn't an emergency, it wasn't an important business call...I could hear every word....the guy was yakking and gabbing about he was at Chilis with Joe and they were having fajitas....meanwhile Joe is sitting there staring into space because his dining companion's cell phone was more important than Joe there in the flesh. Frankly, if I was Joe, I'd have thrown $20 on the table and walked out. My own husband has been guilty of it... we were at my niece's in-laws' house and while we we sitting having pre-dinner cocktails and chatting, he pulls out his phone and starts returning an email. I hissed at him under my breath "Put that damn thing away. That is the height of rudeness". He attempted to comment to me later and my response was "I don't care if the damn President was emailing you to ask a question about whether or not to bomb Russia....using your cellphone when you are a guest in someone's house and are actually in the room with them trying to have a conversation is the height of rudeness. If you need to, at least pretend you have to go to the bathroom and answer the damn email from there". And my DH is, in general, a very polite person...gives his seat to women on buses, holds the door open for poele etc., but I think we have all lost a bit of that "edge" of politeness.

Am I saying there are no bad CMs? Of course not...there's good and bad everywhere. But in my experience they have been few and far between and the wonderful CMs I have encountered far outweigh the bad ones. And I do thiink that society in general has lost of bit of the sense of propriety that used to make this world a nicer place to live.

 

[sewer]

I'm quite confident I've read the majority of this thread, that being written why do most of the people here complain about BS? Oh the food is sooo bad, they don't items in the gift stores I want, my God! I'll write this again, if it's so bad don't go!

 

[brunette8706]

I'm quite confident I've read the majority of this thread, that being written why do most of the people here complain about BS? Oh the food is sooo bad, they don't items in the gift stores I want, my God! I'll write this again, if it's so bad don't go!

*
You really shouldn't be that confident, because I do not recall any mention of a "gift stores" even being mentioned on this thread. It is evident you did not take the time to read these posts, positive and negative.

Brunette

 

[flicx]

I'm quite confident I've read the majority of this thread, that being written why do most of the people here complain about BS? Oh the food is sooo bad, they don't items in the gift stores I want, my God! I'll write this again, if it's so bad don't go!

Constant rate increases and service decreases I find is very worthy of discussion. Sorry this upsets you so much, I find much of the same being discussed on quite a few other threads too!

 

[OllieDannyandMe]

I happen to love this thread, because I love Disney World. I especially love the CMs that work so hard. They are the heart and soul, the creators, of a magical world that happens to be my favorite place on earth! To the CMs who may read this thread, THANK YOU!

I feel badly, because I may have been the first one to mention that Disney seems to have lowered its hiring standards. To explain what I was thinking, earlier this week, I came across an old article (from February) about a CM who had attacked a guest at the CBR. Here's the link:

http://www.wftv.com/news/26982647/detail.html

That article was fresh in my mind, and in particular, this line:

"The victim reported what had happened Wednesday, the same day Brookins was arrested. WFTV found Brookins has a criminal past in the state of Maryland. He pleaded guilty to several theft charges and has been arrested for disorderly conduct. A Disney spokeswoman said employees don’t necessarily have to have a clear record to be hired. Each person is hired on a case by case basis."​

People do deserve a second chance, but after reading the article, I wasn't sure that Disney made the best possible choice by hiring this particular individual. Obviously, hindsight is 20/20, but I believe Disney can do better.

This thread doesn't make me feel sad, though. It makes me happy. I have found people that remember the Disney that I remember, and that right there gives me hope. This thread is certainly NOT about a lack of towel animals or guests demanding to be called princess.

This thread is about Disney and what makes its customer service legendary (truly, the greatest customer service that I have ever encountered).

I found another article:

http://www.themedattraction.com/disney_way.htm

Several lines that I love (some are quotes from Walt):

Q> Do you know what the Disney product is?

A> "We create happiness." Who wouldn't want to work for a company whose product is happiness?

Q> What are the three keys to Disney quality?

A> Courtesy, Efficiency & Show

"It is well known that no expense was spared to make Disney films and Disney theme parks the absolute best. But what made Disney so successful was the attitude they took while doing it. In fact, Walt Disney spent so much of his capital on his projects that the bankers and all of his competitors thought he was crazy.

Did you know that Walt Disney once completely re-did an almost complete black and white cartoon because new color technology came out? His company was nearly bankrupt at that point, but he felt it was worth the risk. The movie was called Flowers & Trees, and it won an Oscar! Why was he so successful? He far surpassed everyone's expectations."​

Q> What is the job of the custodial sweeper at Disneyland?

Incorrect answer: Pick up trash

Correct answer: To be a human signpost.

Says former Disney executive Keith Kolbo, "There is something very therapeutic going into the park to simply help people find their way, even if it's just to point out a bathroom. I used to go out after a rough day, just to walk around in the park to give directions. It did wonders for my psyche."

Along the same lines, Walt Disney used custodial people to guide and provide friendly service to guests. As a secondary job, they also swept up popcorn... but primarily they were there to help people. Imagine what that does to the attitude of someone who is told his job is to pick up trash!​

I love that! Walt Disney set the standard himself. He would want us to hold his company to it. In his own words,

"Disneyland is a work of love. We didn't go into Disneyland just with the idea of making money. . . even trying to keep that Park clean is a tremendous expense. And those sharp pencil guys tell you, 'Walt, if we cut down on maintenance, we'd save a lot of money.' But I don't believe in that -- it's like any other show on the road. It must be kept fresh and clean." -- Walt Disney​

Disney World is still my favorite place on earth. Someone said, "if these "shortcomings" cause you great angst.... DON'T GO!"

No great angst here. I love Disney World, and I continue to visit. As for the things that are recently missing, I have not given up hope. Something as superior as Disney's legendary customer service should not be allowed to slip away without an attempt to save it. It's too special for that fate.

 

[Planogirl]

I'm quite confident I've read the majority of this thread, that being written why do most of the people here complain about BS? Oh the food is sooo bad, they don't items in the gift stores I want, my God! I'll write this again, if it's so bad don't go!

If this thread is so bad, don't open it. Just a suggestion.

Truthfully, if we didn't care we wouldn't even bother to talk about it in this thread. If you're happy with everything, kudos to you. Meanwhile, we will continue to discuss those things that don't seem quite as they should be.

 

[Planogirl]

OllyDannyandMe, great post! There are still great CM's. There are some that are not so great but maybe they just don't get it. The question is why.

 

[WDSearcher]

OllyDannyandMe, great post! There are still great CM's. There are some that are not so great but maybe they just don't get it. The question is why.

In most cases, the answer is probably, "It's just that particular person."

My BIL works at PetCo with maybe two dozen other people. Customers come in and just assume that everyone working at PetCo has pets and loves all kinds of animals. They talk to the employees about animal ailments, show photos of puppies and kittens, tell funny pet stories, etc. And for the large majority of those employees, they love it and that's great. That's why they work there. But there are a handful of people for whom PetCo is just a job. They don't DISlike animals, they're just not passionate about them. So, they do the job, they're friendly enough, but they don't get involved in the lives of the pets of the people who shop there. They're a cashier at PetCo and, as far as they're concerned, it could be Wal-Mart or 7-11 or Target. They're a cashier. They maybe don't embody what every customer thinks they should be, but they certainly aren't so awful that they should be fired.

Same thing at Disney. Many people look at their jobs at Disney as something they love. They're passionate about the brand, they loved the parks as a guest before they ever started to work. They love talking to people about the company they work for, and they have a pretty great time on the job. But to some people ... it's a job. They go in, they do what they have to do to get paid, they go home.

Sometimes it's just the person. It wouldn't matter where they were working -- you'd still get the minimum required to keep the job.