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

[PBB]

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

I did not question the resume of the BOD. I stated that they acted stupidly and ignored their own debacle at EuroDisney. They have gone over budget, big time! The Chinese Economy is in a recession or depression. So, there is a good chance that they will not meet meet attendance and sales/income goals.

These are the same ingredients that caused EuroDisney to fail and have the Saudi's come in and rescue the park from being abandoned.

http://www.independent.co.uk/news/world/europe/the-dark-side-of-disneyland-paris-1964505.html

 

[Nancyg56]

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

This is exactly the point I was trying to make. AS much as we want to believe that the CM's are fabulously trained, they really are not. Now this does not negate the good job that they do, that has never been my assertion. I always leave WDW impressed with teh level of service and courtesy my family has been treated to. I think that the reason this is so true is that Disney does seem to empower CM's to make things happen for guests, and that means they can sometimes just chat with us. And here is where the level of training provided is crucial. I am never going to say that I agree it is fine for any employee in any organization to spread gossip, however I will say that if an organization does not invest in "how would you handle.......?????" training, using some scenarios that do occur but may not be part of a team member's normal activities, how do they know how to react?

As training times are reduced, it is even more important to coach and mentor employees if they are caught in a faux pas. I can say that it was sometimes a bone of contention in my department when one of my folks made an error in judgement and I would sit with them, use examples as role play, and then move on. My folks rarely made the same mistake twice, but the hard liners who would "ding" their folks ended up having people who learned how to circumvent the rules.

Now if information that was provided was not accurate.....well that was different. Unless we did not provide clear instruction and information, I placed that on the rep. Here is where I have no patience with whatever method Disney uses to provide info to reps. It really is not hard to share info, and when I think about the repeat calls that folks make to confirm whatever they are told, I faint. What ever happened to first call resolution?

 

[Kimberly9701]

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.

I won't argue with that. I was harsh, I admit it, and if your read the rest of that statement, which is clipped out of your quote, and a following post..
I clearly said that I don't think she should lose her job.
But I do think disciplinary action is in order. They should not be saying these things.
For the gloom and doom people it's fine to feed off of it. But I don't want to hear it when I'm spending over 5k for 4 nights.. And I don't want my son to hear it either.
I would say the average WDW guest does not want to hear it as well.
If one of my employees essentially bad mouthed the company.. I would deal with it. No, not by firing, but we would have a sit down for sure.

 

[Nancyg56]

I won't argue with that. I was harsh, I admit it, and if your read the rest of that statement, which is clipped out of your quote, and a following post..
I clearly said that I don't think she should lose her job.
But I do think disciplinary action is in order. They should not be saying these things.
For the gloom and doom people it's fine to feed off of it. But I don't want to hear it when I'm spending over 5k for 4 nights.. And I don't want my son to hear it either.
I would say the average WDW guest does not want to hear it as well.
If one of my employees essentially bad mouthed the company.. I would deal with it. No, not by firing, but we would have a sit down for sure.

This would absolutely need to be addressed, and as a member of Quality Services I would have been cringing if I heard that comment. My method, if this had occcuredon my watch would not involve disciplinary action, but I would never let it go.

Now if the CM had responded by "bashing" the company, and not making a statement that was probably being used among her peers to the extent that she let it slip, my response would be way different, more in line with yours.

 

[manning]

I did not question the resume of the BOD. I stated that they acted stupidly and ignored their own debacle at EuroDisney. They have gone over budget, big time! The Chinese Economy is in a recession or depression. So, there is a good chance that they will not meet meet attendance and sales/income goals.

These are the same ingredients that caused EuroDisney to fail and have the Saudi's come in and rescue the park from being abandoned.

http://www.independent.co.uk/news/world/europe/the-dark-side-of-disneyland-paris-1964505.html

Does give you an idea whose running the show.

 

[rlbates13]

I won't argue with that. I was harsh, I admit it, and if your read the rest of that statement, which is clipped out of your quote, and a following post..
I clearly said that I don't think she should lose her job.
But I do think disciplinary action is in order. They should not be saying these things.
For the gloom and doom people it's fine to feed off of it. But I don't want to hear it when I'm spending over 5k for 4 nights.. And I don't want my son to hear it either.
I would say the average WDW guest does not want to hear it as well.
If one of my employees essentially bad mouthed the company.. I would deal with it. No, not by firing, but we would have a sit down for sure.

I agree with you. And I agree with you that a guest shouldn't hear these kinds of comments, regardless of how much is spent on a vacation. I run a business and I wouldn't tolerate one of my employees bad-mouthing or second guessing my company like that. I did see the rest of your original comment and a subsequent comment and I appreciate the clarification. I just very much dislike where we are at in today's society where firing someone is the answer to everything, and I guess this was my opportunity to get that off my chest. LOL.

 

[DisOrBust]

Your not the only one who has noticed the push to save costs in Dining. This is from a recent dining report. They are kiling their own business.

However we were EXTREMELY disappointed in the signature dining. In our first two trips, we dined at signature restaurants every night and were always impressed. We are no stranger to fine dining around our home as well, and the small portion sizes they usually serve.

However, Jiko was RIDICULOUS, and also my meal at Cali Grill. The portions sizes this trip were absolutely laughable. We were so disgusted after Cali Grill that we ended up cancelling Citricos and Monsieur Paul and booking other choices. ( and ended up VERY happy). The pictures of these meals are very deceiving and look much larger in pictures than they really are. My husband and I both ordered the "Tile Fish with vegetable and tomato butter Sauce" at Jiko. This was literally a 2 inch x 2 inch piece of fish with 4 PEA PODS UNDERNEATH. And one cherry tomato. THAT'S IT. It was $45 a meal. It was the absolute smallest meal I've ever been served in any restaurant, EVER. All in all maybe 6 bites of food if you ate each pea pod individually.


At Cali Grill, my husband ordered a scallop entree, which actually was an acceptable portion size for scallops (scallop meals are usually small). And there were 4 scallops with a decent amount of some sort of vegetable puree and apples. However, my filet was $50 and it was probably a 3.5-4oz filet, with literally TWO TEASPOONS of risotto underneath. Oh yeah, and one cherry tomato. Again, ridiculous. I've ordered Filet out quite a bit, and while they can be small, usually they beef up the side dishes sometimes to still make you feel like you had a full meal. Don't tell me that for $50 they couldn't have provided more than 2 bites of risotto. It was a real turn off and ended up cancelling our other signature experiences from then on.

 

[Kimberly9701]

I agree with you. And I agree with you that a guest shouldn't hear these kinds of comments, regardless of how much is spent on a vacation. I run a business and I wouldn't tolerate one of my employees bad-mouthing or second guessing my company like that. I did see the rest of your original comment and a subsequent comment and I appreciate the clarification. I just very much dislike where we are at in today's society where firing someone is the answer to everything, and I guess this was my opportunity to get that off my chest. LOL.

Lol..Understood.
I do also agree that guests should not hear that when anywhere, Best Buy, Macy's, etc. No matter how much you're paying or where you are at.
I guess my biggest issue with this happening at WDW is that we are paying incredible amounts of money for a "magical" experience...so to me they should be held at even a higher standard. It is supposed to be the "Happiest place on earth"

 

[Kimberly9701]

Your not the only one who has noticed the push to save costs in Dining. This is from a recent dining report. They are kiling their own business.

However we were EXTREMELY disappointed in the signature dining. In our first two trips, we dined at signature restaurants every night and were always impressed. We are no stranger to fine dining around our home as well, and the small portion sizes they usually serve.

However, Jiko was RIDICULOUS, and also my meal at Cali Grill. The portions sizes this trip were absolutely laughable. We were so disgusted after Cali Grill that we ended up cancelling Citricos and Monsieur Paul and booking other choices. ( and ended up VERY happy). The pictures of these meals are very deceiving and look much larger in pictures than they really are. My husband and I both ordered the "Tile Fish with vegetable and tomato butter Sauce" at Jiko. This was literally a 2 inch x 2 inch piece of fish with 4 PEA PODS UNDERNEATH. And one cherry tomato. THAT'S IT. It was $45 a meal. It was the absolute smallest meal I've ever been served in any restaurant, EVER. All in all maybe 6 bites of food if you ate each pea pod individually.


At Cali Grill, my husband ordered a scallop entree, which actually was an acceptable portion size for scallops (scallop meals are usually small). And there were 4 scallops with a decent amount of some sort of vegetable puree and apples. However, my filet was $50 and it was probably a 3.5-4oz filet, with literally TWO TEASPOONS of risotto underneath. Oh yeah, and one cherry tomato. Again, ridiculous. I've ordered Filet out quite a bit, and while they can be small, usually they beef up the side dishes sometimes to still make you feel like you had a full meal. Don't tell me that for $50 they couldn't have provided more than 2 bites of risotto. It was a real turn off and ended up cancelling our other signature experiences from then on.

People have made the same claims about Morton's. I obviously didn't see photos of the poster's meals, but I do know that quite a few steakhouses, and even more fine dining restaurants, typically have smaller portions.

 

[manning]

Your not the only one who has noticed the push to save costs in Dining. This is from a recent dining report. They are kiling their own business.

However we were EXTREMELY disappointed in the signature dining. In our first two trips, we dined at signature restaurants every night and were always impressed. We are no stranger to fine dining around our home as well, and the small portion sizes they usually serve.

However, Jiko was RIDICULOUS, and also my meal at Cali Grill. The portions sizes this trip were absolutely laughable. We were so disgusted after Cali Grill that we ended up cancelling Citricos and Monsieur Paul and booking other choices. ( and ended up VERY happy). The pictures of these meals are very deceiving and look much larger in pictures than they really are. My husband and I both ordered the "Tile Fish with vegetable and tomato butter Sauce" at Jiko. This was literally a 2 inch x 2 inch piece of fish with 4 PEA PODS UNDERNEATH. And one cherry tomato. THAT'S IT. It was $45 a meal. It was the absolute smallest meal I've ever been served in any restaurant, EVER. All in all maybe 6 bites of food if you ate each pea pod individually.


At Cali Grill, my husband ordered a scallop entree, which actually was an acceptable portion size for scallops (scallop meals are usually small). And there were 4 scallops with a decent amount of some sort of vegetable puree and apples. However, my filet was $50 and it was probably a 3.5-4oz filet, with literally TWO TEASPOONS of risotto underneath. Oh yeah, and one cherry tomato. Again, ridiculous. I've ordered Filet out quite a bit, and while they can be small, usually they beef up the side dishes sometimes to still make you feel like you had a full meal. Don't tell me that for $50 they couldn't have provided more than 2 bites of risotto. It was a real turn off and ended up cancelling our other signature experiences from then on.

They made a mistake. The meals should have been served on a bread and butter plate. You may not have noticed the size. An old restaurant trick.

 

[mick1229]

Calling out the constant "less for more".. Money grab ...is needed,but the only thing they will ever pay attention to is "less profits because of lesser product".... But I don't see that ever happening...they lost me (and I'm sure countless others like me)....and I'm sure they couldn't care le$$

 

[wulfgeat]

The difference between a Disney employee and guest and a Macy's employee and guest, is that both feel like owners/full participants in the company at Disney. The reactions that are being seen right now are what happens when you convince people they are family and then treat them like customers and employees by milking everything you can from them. Disney has sold magic and happiest place on earth for years. And it was true. Now, it looks like they may not can afford for it to be true and hit the profit needed to keep the stock market happy.

 

[DisOrBust]

The difference between a Disney employee and guest and a Macy's employee and guest, is that both feel like owners/full participants in the company at Disney. The reactions that are being seen right now are what happens when you convince people they are family and then treat them like customers and employees by milking everything you can from them. Disney has sold magic and happiest place on earth for years. And it was true. Now, it looks like they may not can afford for it to be true and hit the profit needed to keep the stock market happy.

Perfectly stated. Their penny pitching feels like a betrayal. Yes that is an emotional response but it really is how I feel as a "guest". Their values have changed from a magical guest experience and customer service to proping up their stock price.

 

[lockedoutlogic]

People have made the same claims about Morton's. I obviously didn't see photos of the poster's meals, but I do know that quite a few steakhouses, and even more fine dining restaurants, typically have smaller portions.

What you're forgetting is that Disney restaurants aren't that Good and they have been lowering the quality of their offerings for a long time.

Small portions only works as an excuse if you have emphasis on the quality...and Disney doesn't.

Jiko was a fantastic meal (I was one of the first to eat in it) for about a decade. My last trip there (maybe 2 years ago) was no more than 50% the quality.

 

[suebeelin]

I'm going to the swan/dolphin (Bluezoo) for our meals when staying at Boardwalk in December!! Thx for the read!!!

 

[Eoghann]

People have made the same claims about Morton's. I obviously didn't see photos of the poster's meals, but I do know that quite a few steakhouses, and even more fine dining restaurants, typically have smaller portions.

There's nothing wrong with smaller portions in and of themselves. Portion sizes at US restaurants are generally absurd. The problem comes with what quality you are providing and how much you charge for those smaller portions.

Disney's food quality varies significantly, but it's not fine dining yet it is priced like it is. That being the case I expect a lot of food.

 

[Kimberly9701]

There's nothing wrong with smaller portions in and of themselves. Portion sizes at US restaurants are generally absurd. The problem comes with what quality you are providing and how much you charge for those smaller portions.

Disney's food quality varies significantly, but it's not fine dining yet it is priced like it is. That being the case I expect a lot of food.

Totally true. However, Disney resorts are also not at all 5 star hotel quality..yet the deluxe resorts charge more than a Waldorf.. And people still pay the insane prices.lol

 

[usd2bmd]

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.

Ding ding ding, and we have a winner. Disney needs to wake up to the fact that their name will only carry them so far and lessening quality damages the reputation they have been banking on for so long. Once that is damaged it will take a mighty long time to rebuild it. With Universal right there pouring money into their parks at the most rapid pace I have seen in a while AND completing expansion projects at a ridiculously rapid pace, that is time Disney doesn't have.

 

[kirstenb1]

By your own admittance you're spending 5000 dollars. Yet it's okay that they are stiffing you (or anyone) on mashed potatoes. Where I'm from, if I spend that kind of money, I'd better not even notice how paltry my food portion is, because it should be generous. Note, we're not talking some fancy expensive food. It's mashed potatoes. We've been members of DVC since 1993, so we're not newcomers. I want to feel like I've received fair value for my hard-earned dollars. WDW is not Morton's, so not sure where that comparison is coming from. People are saying they used to receive fair value, now they're not. And I'd trust the candid employee over the party line anyday. Bring the person some more potatoes, for the love of God!

** Meant to quote Kimberly 9701, but it didn't quote. Anyway, the above is directed at her earlier message about spending $5000 at WDW.

 

[Kimberly9701]

By your own admittance you're spending 5000 dollars. Yet it's okay that they are stiffing you (or anyone) on mashed potatoes. Where I'm from, if I spend that kind of money, I'd better not even notice how paltry my food portion is. Note, we're not talking some fancy expensive food. It's mashed potatoes. We've been member's of DVC since 1993, so we're not newcomers. I want to feel like I've received fair value for my hard-earned dollars. WDW is not Morton's, so not sure where that comparison is coming from. People are saying they used to receive fair value, now they're not. And I'd trust the candid employee over the party line anyday. Bring the person some more potatoes, for the love of God!

I've been going to Disney world for the better part of 38 years, minus 4.5years after my son was was born. Of course I don't remember a lot of those early trips, but I also don't ever remember having an incredible meal at WDW...in 25+ years that I do remember. Don't get me wrong, I love F&W time..but really as far as dinner was concerned, food was always good, not stand out quality.
I think Disney has a few restaurants that they try to market as more of a "fine dining" theme.. Cali Grill being one of them, although less so than a few others. I see how they want these restaurants viewed, and I take it with a grain of salt, bc it's WDW.

I'll be back there in December, and while I won't look for problems or negatives, I'll probably notice if it has changed from this past September. So, TBD for me...

I do agree with you on the "bring more potatoes" part!