For Those Who've Noted Disney's Penny Pinching Ways

[Kimberly9701]

I understand what you were saying, but that does not excuse the employee's indiscretion. I have never run into a CM who was less than professional when I have visited WDW, and while I truly believe these CM's should be paid more than they are paid, and I really do believe that you were not trying to be insulting, it is demeaning to those people who work there and who, regardless of their hourly wage, maintain the integrity of the positions they are hired for.

Perhaps I am old school, but I think that if you accept a job at any given wage, you should adhere to the conditions you signed on for. I would never suggest that the CM lose her job, but ehr aps a little coaching is in order.

Yeah, the 'losing her job' was a little harsh. But disciplinary action for sure. Maybe a write up and probation.

Gee Thanks for implying I am making it up.....LOL. The CM and I were chatting and I asked her what was going on due to our poor experiences. She was honest and she used a phrase that CM's are using that appears very accurate and describes the cheapened out meal(s) we purchased. The truth is never unprofessional or irresponsible like implying someone is making something up!

I didn't mean to imply that, sorry. But here's the thing- I don't care if you make $5 or $500 an hour, show professionalism, take pride in your work, and even if you don't like or have an issue with the company you work for- smile and pretend that you do/do not.
That kind of remark to a guest is completely unacceptable.

 

[Nancyg56]

Yeah, the 'losing her job' was a little harsh. But disciplinary action for sure. Maybe a write up and probation.
.

I really do disagree. I used to be a QA analyst and I found that the main reason people slip up like this is lack of training. That is not the CM's fault, IMO. The folks I supported used to say they got one free ride on the Nancy Express. Unless a lapse in judgement was egregious, I used to take the time to coach my reps. I used a 4 point system, pointed out the error and where that was documented in our guidelines, explained why it should be avoided, and concluded with examples of how the rep could handle that issue in the future.

The problem that companies have now is that training is often rushed and can only cover so much in a short span of time. Telling representative, or in this case CM's that they need to be professional at all times, and not giving them enough role play that details all kinds of circumstances that they will find themselves in, and then disciplining them when they are faced with a situation that may seem like a simple conversation is counterproductive. Better to take the time wasted in disciple and use it to mentor. One method is constructive feedback that is focused on helping to improve skills, and the other centers on constructive feedback that focuses on negative consequences.

Now if I took the time to provide coaching and training, and the rep ignored the guidance.....I then implemented a QA corrective action request. (QACAR) No one wanted that on their record. That stayed for a period of time and the rep was not eligible for promotions or even lateral moves.

 

[Kimberly9701]

I really do disagree. I used to be a QA analyst and I found that the main reason people slip up like this is lack of training. That is not the CM's fault, IMO. The folks I supported used to say they got one free ride on the Nancy Express. Unless a lapse in judgement was egregious, I used to take the time to coach my reps. I used a 4 point system, pointed out the error and where that was documented in our guidelines, explained why it should be avoided, and concluded with examples of how the rep could handle that issue in the future.

The problem that companies have now is that training is often rushed and can only cover so much in a short span of time. Telling representative, or in this case CM's that they need to be professional at all times, and not giving them enough role play that details all kinds of circumstances that they will find themselves in, and then disciplining them when they are faced with a situation that may seem like a simple conversation is counterproductive. Better to take the time wasted in disciple and use it to mentor. One method is constructive feedback that is focused on helping to improve skills, and the other centers on constructive feedback that focuses on negative consequences.

Now if I took the time to provide coaching and training, and the rep ignored the guidance.....I then implemented a QA corrective action request. (QACAR) No one wanted that on their record. That stayed for a period of time and the rep was not eligible for promotions or even lateral moves.

If something is a mistake..as in didn't know any better.. Then I completely agree with you.

I just would have a tough time beliving that a company such as Disney, and a job at WDW, doesn't implement educating their employees on the importance of the brand.
Regardless of if in orientation, a handbook, etc. Maintaining a positive brand image must be included in there somewhere.

 

[Ursula's Apprentice]

Just my personal opinion, and I'm sure I'll get roasted for it, but to me there's a huge difference between complaining about your employer, and honestly answering the question the guest asked. I would definitely prefer the CM respond to me in truth, rather than "be professional" and just smile and nod... As I wasn't there for the conversation it's hard to say, but from what the OP said, it's not like the CM went off on a rant about how Disney is making dumb decisions... She merely answered the question posed to her.

As for the cutbacks, I've made some ADRs for my trip in September. Hoping the issues have been mostly fixed by then.

 

[Kimberly9701]

I have such mixed feelings on our trip next year. On one hand I'm looking forward to it, but I'm also scared we're going to be disappointed. All these cuts have me worried - we had such an AWESOME trip last time: clean bathrooms and park, great food, excellent experiences with the CMs, we found prices reasonable etc... The idea of spending thousands of dollars and spending 3 days driving there only to be let down due to cutbacks is scary.

I've been on these boards wayyy too much the past few weeks. Want everything to be perfect for our trip..and I have 2 summer vacays before then, so am trying to get all of this planned so I can relax and enjoy the summer.

I have read so much negativity/disney bashing here. For the first timer it could scare them away..for a repeat guest it could cast a negative shadow before even going, and said guest may look for problems instead of just enjoying.

I'm trying not to let all of this negativity effect me or my trip.. just go in to yours the same way you went into you AWESOME last trip, and I'm sure this one will be just as AWESOME

 

[Kimberly9701]

Just my personal opinion, and I'm sure I'll get roasted for it, but to me there's a huge difference between complaining about your employer, and honestly answering the question the guest asked. I would definitely prefer the CM respond to me in truth, rather than "be professional" and just smile and nod... As I wasn't there for the conversation it's hard to say, but from what the OP said, it's not like the CM went off on a rant about how Disney is making dumb decisions... She merely answered the question posed to her.

As for the cutbacks, I've made some ADRs for my trip in September. Hoping the issues have been mostly fixed by then.

I think if you look for issues anywhere you could find them. I don't think that an employee at a park level would have any idea why a portion is smaller. And I definitely don't think she was informed by upper management that it was due to Shanghai.

 

[Nancyg56]

If something is a mistake..as in didn't know any better.. Then I completely agree with you.

I just would have a tough time beliving that a company such as Disney, and a job at WDW, doesn't implement educating their employees on the importance of the brand.
Regardless of if in orientation, a handbook, etc. Maintaining a positive brand image must be included in there somewhere.

The training is almost nonexistent when you compare it to the time spent training "In the old days". It is one thing to tell people to maintain a professional manner, to tell them to refrain from negative commentary about their employer", have them sign off on it and send them on their merry way. It is another thing entirely to take the time to set up role play with folks who are adept at drawing reps into conversations, "befriending" them and even if no harm is intended, drawing out information of opinions that should not be shared.

I used to have way more longterm success with the folks assigned to me than some of the "no redemption" group I worked with. But then I was lucky enough to be trained by an old school guy who had done this job in a way more stressful area than I would ever have been assigned to. He taught me to teach people how to avoid those tricky situations. He also used to tell me "we never have the time to do it right in the first plave, but we sure do have the time to correct it later." He was right then, and his thought holds true today. In the time it takes to discipline, and then follow up on, all those folks who inadvertently make mistakes, companies could implement proper training that would avoid a lot of the problems before they occurred.

 

[Nancyg56]

I think if you look for issues anywhere you could find them. I don't think that an employee at a park level would have any idea why a portion is smaller. And I definitely don't think she was informed by upper management that it was due to Shanghai.

I agree, but I bet she was repeating what is chatter among her peers. And here is where some solid coaching would come in handy. If one CM is slipping, more are as well. Disney needs to be proactive and address this by training CM's how to respond during one on one conversations with guests. We are not friends, no matter how friendly we all are.

 

[Kimberly9701]

The training is almost nonexistent when you compare it to the time spent training "In the old days". It is one thing to tell people to maintain a professional manner, to tell them to refrain from negative commentary about their employer", have them sign off on it and send them on their merry way. It is another thing entirely to take the time to set up role play with folks who are adept at drawing reps into conversations, "befriending" them and even if no harm is intended, drawing out information of opinions that should not be shared.

I used to have way more longterm success with the folks assigned to me than some of the "no redemption" group I worked with. But then I was lucky enough to be trained by an old school guy who had done this job in a way more stressful area than I would ever have been assigned to. He taught me to teach people how to avoid those tricky situations. He also used to tell me "we never have the time to do it right in the first plave, but we sure do have the time to correct it later." He was right then, and his thought holds true today. In the time it takes to discipline, and then follow up on, all those folks who inadvertently make mistakes, companies could implement proper training that would avoid a lot of the problems before they occurred.

If there was a lack of training then the majority of employees would not be as wonderful as they are. I don't think it was a coincidence that every single time we used our magic bands, for fp line, that the employee asked my son how he was enjoying his first visit, and addressing him by name. They had to learn to do that from somewhere.

I agree with everything you are saying, but like I said above..I have a very difficult time believing that WDW does not train their employees to represent the brand at all times. Too much is at stake. People spend obscene amounts of money to go to WDW, making them have a "magical time" is 1st and foremost to make them feel that obscene amounts were worth it..and that they will do it again.

After our last trip that was what I joked about to my friends..that Disney can empty your bank account while your smiling and willing to hand it over. That could not be accomplished without good training.

 

[Ursula's Apprentice]

I think if you look for issues anywhere you could find them. I don't think that an employee at a park level would have any idea why a portion is smaller. And I definitely don't think she was informed by upper management that it was due to Shanghai.

That was another point that I should have made, that I'm sure she was just saying what she heard, or even how she felt, without any actual "direction" to do so. Contrary to the way most guests treat the CMs, they are real live people!

 

[Kimberly9701]

That was another point that I should have made, that I'm sure she was just saying what she heard, or even how she felt, without any actual "direction" to do so. Contrary to the way most guests treat the CMs, they are real live people!

Agreed. But a 'real live person' is being paid to do a job. Not spread gossip.

 

[adam.adbe]

Agreed. But a 'real live person' is being paid to do a job. Not spread gossip.

Except a real live person has eyes and a brain in their head. Anyone who has worked in customer service during a period where a company is providing less than stellar quality, has been in the situation of knowing damn well the product is inferior and having to either smile sweetly and lie through their teeth to the customer, or acknowledge a clear and present truth when a customer raises it.

Personally I avoid putting customer service reps in that position in the first place, since I also have eyes and a brain, and can tell when service or quality is slipping. There's really nothing to be gained by doing so, and it is kind of cruel.

That aside, what's truly fascinating to me here is that when a CM is a little too frank about some aspect of declining Disney quality, the response is: Disney needs to train the CMs better. What Disney *should* be doing is backing off of cutting quality at such a rate that people are starting to take notice, because it really doesn't matter whether the cause is Shanghai, ESPN, or fancy yachts for the entire C-suite, if it's impacting the product that people are paying for at WDW, that's Disney's problem, and they need to fix it.

 

[PBB]

Except a real live person has eyes and a brain in their head. Anyone who has worked in customer service during a period where a company is providing less than stellar quality, has been in the situation of knowing damn well the product is inferior and having to either smile sweetly and lie through their teeth to the customer, or acknowledge a clear and present truth when a customer raises it.

Personally I avoid putting customer service reps in that position in the first place, since I also have eyes and a brain, and can tell when service or quality is slipping. There's really nothing to be gained by doing so, and it is kind of cruel.

That aside, what's truly fascinating to me here is that when a CM is a little too frank about some aspect of declining Disney quality, the response is: Disney needs to train the CMs better. What Disney *should* be doing is backing off of cutting quality at such a rate that people are starting to take notice, because it really doesn't matter whether the cause is Shanghai, ESPN, or fancy yachts for the entire C-suite, if it's impacting the product that people are paying for at WDW, that's Disney's problem, and they need to fix it.

Absolutely spot on! This isn't about CM's complaining. Management has cheapened out the experience while increasing prices everywhere. How stupid can the BOD be to put the company at risk the same way at Shanghai after what happened at EuroDisney. What happens when attendance tanks in Shanghai? Will they double prices at WDW ? WDW is going into high season and they are laying off people and cutting hours. Why charge seasonal or tiered pricing? The Magic is struggling .........

 

[Ursula's Apprentice]

Except a real live person has eyes and a brain in their head. Anyone who has worked in customer service during a period where a company is providing less than stellar quality, has been in the situation of knowing damn well the product is inferior and having to either smile sweetly and lie through their teeth to the customer, or acknowledge a clear and present truth when a customer raises it.

Personally I avoid putting customer service reps in that position in the first place, since I also have eyes and a brain, and can tell when service or quality is slipping. There's really nothing to be gained by doing so, and it is kind of cruel.

That aside, what's truly fascinating to me here is that when a CM is a little too frank about some aspect of declining Disney quality, the response is: Disney needs to train the CMs better. What Disney *should* be doing is backing off of cutting quality at such a rate that people are starting to take notice, because it really doesn't matter whether the cause is Shanghai, ESPN, or fancy yachts for the entire C-suite, if it's impacting the product that people are paying for at WDW, that's Disney's problem, and they need to fix it.

I wish I could like this a million times. This is exactly the point I was trying to make.

 

[Kimberly9701]

Except a real live person has eyes and a brain in their head. Anyone who has worked in customer service during a period where a company is providing less than stellar quality, has been in the situation of knowing damn well the product is inferior and having to either smile sweetly and lie through their teeth to the customer, or acknowledge a clear and present truth when a customer raises it.

Personally I avoid putting customer service reps in that position in the first place, since I also have eyes and a brain, and can tell when service or quality is slipping. There's really nothing to be gained by doing so, and it is kind of cruel.

That aside, what's truly fascinating to me here is that when a CM is a little too frank about some aspect of declining Disney quality, the response is: Disney needs to train the CMs better. What Disney *should* be doing is backing off of cutting quality at such a rate that people are starting to take notice, because it really doesn't matter whether the cause is Shanghai, ESPN, or fancy yachts for the entire C-suite, if it's impacting the product that people are paying for at WDW, that's Disney's problem, and they need to fix it.

Absolutely spot on! This isn't about CM's complaining. Management has cheapened out the experience while increasing prices everywhere. How stupid can the BOD be to put the company at risk the same way at Shanghai after what happened at EuroDisney. What happens when attendance tanks in Shanghai? Will they double prices at WDW ? WDW is going into high season and they are laying off people and cutting hours. Why charge seasonal or tiered pricing? The Magic is struggling .........

Is the Magic struggling? For those here who focus on it and look for it- maybe. For the general population- probably not.
I have several friends/family who have taken their families from January to Spring Break this year. Not one person came back and reported anything negative.

But if they had overheard this CM? Then they may have looked for something negative as well.

An employee should represent their brand. Not spread gossip. Maintaining professionalism shouldn't be that difficult. Especially when it's what you are being paid to do.

 

[Kimberly9701]

I'll just agree to disagree

 

[manning]

Absolutely spot on! This isn't about CM's complaining. Management has cheapened out the experience while increasing prices everywhere. How stupid can the BOD be to put the company at risk the same way at Shanghai after what happened at EuroDisney. What happens when attendance tanks in Shanghai? Will they double prices at WDW ? WDW is going into high season and they are laying off people and cutting hours. Why charge seasonal or tiered pricing? The Magic is struggling .........

http://insiders.morningstar.com/trading/board-of-directors.action?t=DIS

 

[lockedoutlogic]

Here's the example I can give:

2000 training for a front line guest service class job...all direct contact, four different functions to be filled on rotation...

Computer training - 4 days
Supervised training - 6 weeks

18 months later
Computer - 2 days
Training - 1 week.

Just as a point of reference

 

[CarrieR]

We had a similar experience boating the safari this evening. A CM apologized for the wait - "We don't have the number of vehicles running that we need for the size of the line, due to budget cuts."

Does the GA notice? The reason she said it is that the party next to us had been complaining. It was after asking us to wait so that she could board them (handicapped accessible vehicle) that she offered - mentioned the group next to us had NOT been happy when she asked them to wait in the same situation.

When you don't give tools the staff necessary to do their jobs, and they are the ones who have to deal with frustrated & upset customers, these are the kind of conversations that are bound to happen.

 

[rlbates13]

If the employee actually said that she should lose her job

Not trying to be argumentative..... I agree that an employee, whether a "professional" or a rank and file employee, should not say these kinds of things to customers. I agree 100%. But why......have we evolved in our society to a place that every time someone says something that someone doesn't agree with.....they must be fired? Do we really want an entire society of unemployed people on government welfare? Because that's what we'll end up with ... as EVERYone offends someone at some time.