Ever have CM's take the Magic out of it?

[MarineVet]

Please don't visit Disney theme parks anymore. You're part of the problem.

Agreed.

It's always SOMEONE'S first time at WDW, or first time on that ride. Part of the speech is for avoidance of liability, but part of it is just for safety. How many times would people say they let their child stand up on a moving ride because there was no posted or spoken rule against it? Plenty. People are excited, distracted, and many times just don't think about little things that are mostly common sense. If guests then continue to do their own thing, CMs have a little leverage.

I was recently in an airplane and the flight attendant announced twice that it was time to turn off electronic devices to prepare for departure. One man just keep talking on the phone. She finally stopped at his seat, got his attention and asked him firmly to hang up, and when she said she had already announced this twice, he really didn't have anything to say as a comeback and he shut off the phone. If it had not been announced, she would not have had that leverage.

 

[darkwingeeyore]

The only bad encounter we've ever had with a CM was at FoodQuest in DisneyQuest. My husband went to get a refill on our refillable mug. There were other people in line, all waiting for food to come out from the kitchen (he asked them, and they all said they were waiting on food). So, my husband walked up to the cashier and asked for a refill, instead of waiting in line behind everyone who was still waiting for food. The CM told him to get in line. He said, look, I understand, but they are waiting for food, and I just want to get a refill on my drink, can I please get a refill? The CM said "LOOK, A**HOLE! I said, get in line!" So, my husband flagged down the manager that was in the kitchen and told him what happened. I doubt anything ever happened to the CM. The manager at least said he would talk to the guy, but they were short staffed and he was the only one trained on cash register. The manager did go ahead and get my husband the drink refill. We've never had any desire to go back to DisneyQuest since, but while I understand the CM's point, he certainly didn't have to act like that. Especially when I hear that most CM's won't say anything to a guest that does actually just cut in front of everyone else.

 

[Magpie]

The manager did go ahead and get my husband the drink refill. We've never had any desire to go back to DisneyQuest since, but while I understand the CM's point, he certainly didn't have to act like that. Especially when I hear that most CM's won't say anything to a guest that does actually just cut in front of everyone else.

It's really unfortunate the CM snapped. And it's good the manager made it right. However, your husband was (not to be punny about it) out of line.

Can you imagine if everyone decided queues were optional? "Oh, I just want a refill." "Oh, I only want fries - it just takes a moment." "Oh, I'm in a hurry." "Oh, my kids are hungrier than yours." "Oh, I'm hypoglycemic and I need to eat RIGHT NOW!"

What the CM should have done is politely told your husband, smile fixed to face, to get to the back of the line and then ignored any further attempts from him to argue his case.

Saying other kids... I mean, people get away with it, is never an excuse.

You are right, Disney does want you to believe that they set the bar when it comes to service, but those days are long gone. Back in the day, very carefully selected new staffers went to three days of immersive orientation, followed by 1-2 weeks of location-specific training. They now receive a fraction of that. Combine that with the fact that thousands of their staff are hired without an interview, and are only there for 3-6 months before being replaced (3,500 Cast Members just left, 3,500 new people just started). That they are able sell these seminars to other companies is amazing and arrogant. Disney is no more qualified to teach other businesses how they should operate than is Target, Red Lobster, or Joe's Auto Repair.

I think you're massively overstating your case. You make it sound as if all the new Disney hires are lounging around chewing gum and cursing people out.

I don't know what the current training program looks like, but I DO know that in all my visits to Disney (including 2 last fall) nearly every single CM I've encountered has been delightful. In fact, out of five total visits, I've only encountered two less-than-magical CMs and one wasn't even grumpy, he was just trying to upsell me on my vacation on the phone.

Disney CMs have gone out of their way to solve our problems and make our vacation enjoyable. Whenever I talk to them, they have a smile for me. They seem genuinely interested in us... though that just might be because we're genuinely interested in them. When was the last time you read a CM's name tag to find out where they're from, and then asked them about it?



Edited to add: If you have a good experience, write a thank you note. If you have a bad experience, write a complaint. Recently, we had some *really* awful housekeeping service in a Best Western. So, we complained and it was fixed immediately. The next morning we noticed that the girl in charge of the free breakfast was doing an amazing job, especially since she was all by herself cooking and setting food out and cleaning up. She was working her butt off and doing it all with a smile. So we went to the desk again and asked to speak to the manager. Everyone at the desk was looking terrified, I guess wondering what we were going to complain about next. It took a moment for the manager to realize we just wanted to say how impressed we were with the young lady. I loved the ear-to-ear grin he got then!

 

[Dis_Fan]

The only bad encounter we've ever had with a CM was at FoodQuest in DisneyQuest. My husband went to get a refill on our refillable mug. There were other people in line, all waiting for food to come out from the kitchen (he asked them, and they all said they were waiting on food). So, my husband walked up to the cashier and asked for a refill, instead of waiting in line behind everyone who was still waiting for food. The CM told him to get in line. He said, look, I understand, but they are waiting for food, and I just want to get a refill on my drink, can I please get a refill? The CM said "LOOK, A**HOLE! I said, get in line!" So, my husband flagged down the manager that was in the kitchen and told him what happened. I doubt anything ever happened to the CM. The manager at least said he would talk to the guy, but they were short staffed and he was the only one trained on cash register. The manager did go ahead and get my husband the drink refill. We've never had any desire to go back to DisneyQuest since, but while I understand the CM's point, he certainly didn't have to act like that. Especially when I hear that most CM's won't say anything to a guest that does actually just cut in front of everyone else.

I had a similar thing happen to me at the pop food court. Only my bad experience was with another guest, not a CM.

After I ordered my food, the CM told me to skip to the front of the pick up line. I ordered the Nachos, everyone else in the pickup line was waiting on the turkey which was still being cooked, so the CM told me to go straight to the front of the line. When I did, some guy yelled "Some people are so rude, cutting in line like that." I just let it go. It's amazing how quick he was to assume the worst.

 

[Dis_Fan]

It's really unfortunate the CM snapped. And it's good the manager made it right. However, your husband was (not to be punny about it) out of line.

Can you imagine if everyone decided queues were optional? "Oh, I just want a refill." "Oh, I only want fries - it just takes a moment." "Oh, I'm in a hurry." "Oh, my kids are hungrier than yours." "Oh, I'm hypoglycemic and I need to eat RIGHT NOW!"

It sounds like the PP was saying that the other people had already placed their orders, and were just waiting to pickup their food.

 

[Magpie]

It sounds like the PP was saying that the other people had already placed their orders, and were just waiting to pickup their food.

She said: "There were other people in line, all waiting for food to come out from the kitchen (he asked them, and they all said they were waiting on food)." So... maybe? I'm not sure. Maybe they were waiting to place food orders? I got a little confused at the idea that her husband asked every single person in line what they were waiting for. Did he also ask them all if they minded him cutting ahead? (If he did, and none of them had an issue with it, then I'd have to agree he was not out of line after all.)

Also, was the guy at the cash just standing around staring into space, doing absolutely nothing? I'd guess that it's his job to package up and deliver the food from the kitchen, and pour the drinks, too, so he was probably quite busy getting everyone else's orders ready, even if they weren't quite out of the kitchen yet.

In any case, he definitely shouldn't have sworn. He should have just said, "Back of the line, sir!" and stuck to it, ignoring the distraction her husband presented.

ETA: Having worked retail, I know the many secret meanings of "sir" and "ma'am" and I'm sure, "Have a magical day, sir!" occasionally means something very different when a Disney CM says it.

 

[mommy2paisley]

Our October 2010 trip we had the oddest encounter with a CM. We were sitting on a park-type bench in Germany/Epcot enjoying some snacks from the store there when he came up emptying trashcans. He started telling us how bad it was to work for Disney, how he could run his own business if he wanted, but times are hard, blah, blah, blah. The worst part......we could NOT get away from him!!!! He just kept us there talking about crap we didn't care about on our vacation!!!! Ruined a few minutes for us, then we went right back to enjoying our vacation!

All other CMs on our last trip rocked!!!!!

 

[DrChuck23]

The worst service I've ever received at wdw is far better than the best I've seen at other theme parks. I almost went postal a Cooper years ago at Silver Dollar City near Branson, MO. They had nobody controlling flow of lines at their rides so it was impossible to position a large group/ family to all get on the same rollercoaster (especially frustrating after spending nearly an hour in line). On the kiddie swing, they had clearly marked "single" and "double" lines but the staff made zero attempt to ensure that people actually went to a single or double swing; simply opened both gates and let the free-for-all begin.
I then planned to use our 2nd day on a Monday thinking it might be less busy. When I found that it was just as bad as the weekend, I tried to buy their "fastpass" which was obscurely advertised at the front gate. At the single guest relations stand where they were sold, I had to show the ad to the staff member so she could figure out what I was talking about and was then told the pass was only available on weekends! Meanwhile, the paper ad listed no such restriction.
I was so disgusted with my experience there that I actually wrote a complaint letter to their hq, encouraging them to study processes at Disney parks. Of course I never heard from them.

 

[Magpie]

The worst service I've ever received at wdw is far better than the best I've seen at other theme parks. I almost went postal a Cooper years ago at Silver Dollar City near Branson, MO. They had nobody controlling flow of lines at their rides so it was impossible to position a large group/ family to all get on the same rollercoaster (especially frustrating after spending nearly an hour in line). On the kiddie swing, they had clearly marked "single" and "double" lines but the staff made zero attempt to ensure that people actually went to a single or double swing; simply opened both gates and let the free-for-all begin.
I then planned to use our 2nd day on a Monday thinking it might be less busy. When I found that it was just as bad as the weekend, I tried to buy their "fastpass" which was obscurely advertised at the front gate. At the single guest relations stand where they were sold, I had to show the ad to the staff member so she could figure out what I was talking about and was then told the pass was only available on weekends! Meanwhile, the paper ad listed no such restriction.
I was so disgusted with my experience there that I actually wrote a complaint letter to their hq, encouraging them to study processes at Disney parks. Of course I never heard from them.

Shortly after our first trip to WDW, we went to Canada's Wonderland. I couldn't believe the difference! The staff at Canada's Wonderland seemed bored and disinterested in their jobs. Then, when my son wrenched his neck on a coaster and got off crying, the guy running it just stared through him as if he didn't exist.

(And believe me, my son doesn't cry softly!)

When we were at Disney, the kid didn't so much as have to pout, and the CM sweeping up garbage would stop and ask him what was wrong.

It was definitely a culture shock, to go from one to the other!

BTW, I've noticed that Universal TMs are just as wonderful as Disney CMs, which makes sense as many of the same people work, or have worked, for both parks. I wish all theme parks were like this!

 

[Tonka's Skipper]

The worst service I've ever received at wdw is far better than the best I've seen at other theme parks.


This...yeap................

AKK

 

[maxiesmom]

Many of the posts on here explain why the CMs can sometimes come off as less than nice. Multiple posters complaining about not being the exception to the rule, complaining they have to follow safety instructions. Maybe if we all remembered to wait our turn, or could be bothered to follow instructions we are given for our own safety, the Cms wouldn't get sick of repeating themselves 1000 times.

Geesh.

 

[darkwingeeyore]

She said: "There were other people in line, all waiting for food to come out from the kitchen (he asked them, and they all said they were waiting on food)." So... maybe? I'm not sure. Maybe they were waiting to place food orders? I got a little confused at the idea that her husband asked every single person in line what they were waiting for. Did he also ask them all if they minded him cutting ahead? (If he did, and none of them had an issue with it, then I'd have to agree he was not out of line after all.)

Also, was the guy at the cash just standing around staring into space, doing absolutely nothing? I'd guess that it's his job to package up and deliver the food from the kitchen, and pour the drinks, too, so he was probably quite busy getting everyone else's orders ready, even if they weren't quite out of the kitchen yet.

In any case, he definitely shouldn't have sworn. He should have just said, "Back of the line, sir!" and stuck to it, ignoring the distraction her husband presented.

ETA: Having worked retail, I know the many secret meanings of "sir" and "ma'am" and I'm sure, "Have a magical day, sir!" occasionally means something very different when a Disney CM says it.

I wasn't actually there, so I'm not sure what exactly my husband said to the actual other customers, but the way it worked when we were there, was that food was in a hot tray and you picked it up and put in on your tray and then paid. So, people were just standing in line, waiting for food to come out from the kitchen into the tray. The CM that yelled at him was just standing at the cash register doing nothing, which is why my husband asked the 3 or 4 people there if they were waiting for food, they said , "yeah" and he went to the cash register to get a refill. He didn't just go up to the cashier and start acting entitled. Most restaurants don't make you WAIT for a free refill anyway. (Honestly, I doubt many of you would wait for people waiting for food at McDonald's until they got their food to even ask someone for a refill, would you? And if you didn't, you wouldn't expect to be called an A**hole, just for asking for a refill, even at a McDonald's.) Still, the CM didn't have to respond that way. No matter the situation, if someone working in customer service called you foul names, no matter the company, I doubt you'd ever go back to that place, or would at least complain to someone.

 

[maxiesmom]

Most restaurants don't make you WAIT for a free refill anyway. (Honestly, I doubt many of you would wait for people waiting for food at McDonald's until they got their food to even ask someone for a refill, would you? And if you didn't, you wouldn't expect to be called an A**hole, just for asking for a refill, even at a McDonald's.) Still, the CM didn't have to respond that way. No matter the situation, if someone working in customer service called you foul names, no matter the company, I doubt you'd ever go back to that place, or would at least complain to someone.

If the pop dispensers are behind the counter and someone has to get your refill for you, then you do have to wait in line.

But you are right, nothing excuses cussing at a customer. Nothing.

 

[k5thbeatle]

You can give people all the training in the world, but at the end of the day, they are still human. Treat them poorly and they may snap. I'd dare anyone to say they could be a CM day in and day out and never have a bad moment or two.

True but I think what I and a few others are saying is it's more than just a bad moment or two. It's happening a lot more in my opinion but that is just my own observations?

Just wanted to add that I have all the respect in the world (WDW, that is ) for cm's.

 

[k5thbeatle]

You are right, Disney does want you to believe that they set the bar when it comes to service, but those days are long gone. Back in the day, very carefully selected new staffers went to three days of immersive orientation, followed by 1-2 weeks of location-specific training. They now receive a fraction of that. Combine that with the fact that thousands of their staff are hired without an interview, and are only there for 3-6 months before being replaced (3,500 Cast Members just left, 3,500 new people just started). That they are able sell these seminars to other companies is amazing and arrogant. Disney is no more qualified to teach other businesses how they should operate than is Target, Red Lobster, or Joe's Auto Repair.

Very good point. Look on Amazon at how many books on Disney and customer service have been written?

 

[k5thbeatle]

If the pop dispensers are behind the counter and someone has to get your refill for you, then you do have to wait in line.

But you are right, nothing excuses cussing at a customer. Nothing.

I disagree with this IF...If people are waiting and nothing else can be done at that moment than why not refill the guys pop? He asked if people were waiting and they said yes so they couldn't do anything anyway so why not use that time to give a refill because you can't do anything while others food isn't even ready? That's just being efficient, isn't it???

 

[baldy6060]

I went to Kings Island this summer and I think they have taken cues from Disney. Their park and bathrooms were always clean and their employees were very nice. But unlike my experience with the janitor at MK I mentioned previously, a kid cleaning restrooms was asked by someone "I bet this is a really crappy job, huh?" He said "No. I'm 17, still in school and make $10 an hour. I'm happy." I felt like clapping. Good for him. More people need that attitude.

 

[Magpie]

I wasn't actually there, so I'm not sure what exactly my husband said to the actual other customers, but the way it worked when we were there, was that food was in a hot tray and you picked it up and put in on your tray and then paid. So, people were just standing in line, waiting for food to come out from the kitchen into the tray. The CM that yelled at him was just standing at the cash register doing nothing, which is why my husband asked the 3 or 4 people there if they were waiting for food, they said , "yeah" and he went to the cash register to get a refill. He didn't just go up to the cashier and start acting entitled. Most restaurants don't make you WAIT for a free refill anyway. (Honestly, I doubt many of you would wait for people waiting for food at McDonald's until they got their food to even ask someone for a refill, would you? And if you didn't, you wouldn't expect to be called an A**hole, just for asking for a refill, even at a McDonald's.) Still, the CM didn't have to respond that way. No matter the situation, if someone working in customer service called you foul names, no matter the company, I doubt you'd ever go back to that place, or would at least complain to someone.

Sounds like poor design - most places (like McDonald's) that offer free refills allow customers to fill their own cups. That's why there's no waiting in places like that - not because you get to jump to the front of the line, but because there's no line in the first place.

And no - there's no justification for the foul language. And of course I would complain, just as you did.

On the other hand, I doubt I would "never go back to that place", assuming the rest of my visit was enjoyable and I saw something worth returning for. What if you run into a rude CM at the Magic Kingdom? Will that be your last visit?

Very good point. Look on Amazon at how many books on Disney and customer service have been written?

So? Disney is a world leader in customer service. Why shouldn't there be books about it?

I just wish my cable company would take a page from Disney's playbook.

 

[maxiesmom]

I disagree with this IF...If people are waiting and nothing else can be done at that moment than why not refill the guys pop? He asked if people were waiting and they said yes so they couldn't do anything anyway so why not use that time to give a refill because you can't do anything while others food isn't even ready? That's just being efficient, isn't it???

Because then you have people heading up front because whatever they want "won't take too long". Now maybe it is just to hand them a plate of fries, or hand them a cookie. "It won't take too long". And then when they are busy again you would still have people trying to walk up for pop refills. Now you have 2 lines instead of the 1 you should have, and many annoyed people.

 

[mom2of2]

I went to Kings Island this summer and I think they have taken cues from Disney. Their park and bathrooms were always clean and their employees were very nice. But unlike my experience with the janitor at MK I mentioned previously, a kid cleaning restrooms was asked by someone "I bet this is a really crappy job, huh?" He said "No. I'm 17, still in school and make $10 an hour. I'm happy." I felt like clapping. Good for him. More people need that attitude.

FWIW, $10 an hour is more then the majority of CMs make. Regardless, CMs AND guests need to learn to respect each other more. Rules are in place for a reason, guests may not like them but its a CMs job to enforce them