Has a CM ever asked you to "put a good word in?"

[caitann24]

During my last trip, AK was particularly dead and a wonderful CM went out of her way to walk my boyfriend and I through the Pangani Forest Exploration Trail. She answered all questions we had and I learned so much about the animals that I had never known before.

When we reached the end, I made note of her name and thanked her for such a wonderful experience. I've always been one to make it a point at the end of the day to go to Guest Services and let them know about any CMs who really made my visit more enjoyable. I had completely planned on doing this for her from the moment we began speaking with her. Then, at the end of our walk, she asked us to go to Guest Services and tell them about her. I was quite taken back by this, as I thought it was rather rude. I still told Guest Services about how great she was, but it seemed so odd that she actually asked us to do that.

Has anyone experienced anything similar? Would you have still gone to Guest Services had she asked you to?

 

[foxfire]

I've never experienced this and, to be honest, I think it was wasn't the right thing for the CM to do. I have written many letters to Guest Services complimenting outstanding CMs but never because they requested it. If I plan to contact Guest Services because a CM did a great job, I do tell them that and I do follow through. It's hard to say whether or not I would have gone to Guest Services on this CMs behalf. You say she did a great job so that does justify a compliment. I don't know if I would have mentioned she requested you do it or not but I personally wouldn't have appreciated that she did that.

 

[JohnnySharp2]

This is odd, and no I wouldn't have gone to Guest Services.

 

[snowglobe girl]

Yes - we had this happen too a few years ago at Typhoon Lagoon. My husband cut his foot open on something in the shark reef and had to go to first aid. The nurse that took care of his foot was great and we even got free tickets for another day (which I have lost!! EEK!!!). She even wrote out a note with her name and number for us to present at the gates of the other parks in order to get a free wheelchair - which my DH refused to use and just hobbled around instead. When we were ready to leave, she gave us a phone number and told us if we were pleased with her service, that we could call that number and let management know she did a good job. She did wonderful and I was happy to do that for her. I didn't even know you could report a CM for a good job until then, so I'm actually glad she asked us to do that.

IMO, it doesn't bother me a bit for a CM to ask that. Think about how many of them go so far out of their way every day to make someone's vacation magical, and some people have no idea that you can report them for a job well done. I'm sure many CM's do things that never go noticed because people don't report it. It's really easy to report bad behavior, but I think a lot of people don't think about doing the opposite for good behavior, so it wouldn't offend me in the least if a CM asked me to report them for a job well done. That's just my opinion on it, for what its worth...

 

[joshsmom]

Never been asked to do so, but I have reported the wonderful job of MANY CM's in writing. When I think someone has done a good job, I ask for their particulars and tell them that I was very happy with their service, attention, whatever, that I would like management to know how wonderful they are. Most of the time, they gush with appreciation (and pride!) at being recognized. I do follow through because I feel it is VERY important that these great folks get the recognition they deserve. I'm sure they have to put up with MUCH MORE than any of us would DREAM of putting up with!!

 

[jlovesee]

I agree with the previous poster, a little unusual but not odd. So many times we are told "if you have a bad experience make sure you let someone know" how often are we told the same thing about a good experience?

Anytime someone goes out of their way to help you out, they deserve to be commended, and it sounds like that's what she did.

Why would it make her a bad employee to make sure someone knew every once awhile she WAS a good employee?

I personally work in customer service, and I have never asked for a commendation, but I dont blame her a bit.

Jennifer

 

[PKK/MJK]

It might seem a little odd at first, but as the mom of a CM I know how VERY important it is for the CMs to receive good comments/feedback from the guests!!! It's always so easy to complain when things go wrong, but we frequently don't take the time to send words of praise when things go well. Perhaps the CM was just trying to let you know that compliments are most definitely welcomed and needed--but maybe she didn't present that information in the most discreet, tactful way. I'd give her the benefit of the doubt and report her good work to Guest Relations.

 

[Tishke]

Sorry to hijack the thread, but can anyone tell me WHERE to write about a fabulous CM? I just came back from WDW and met the hands down BEST CM on IASW and I really want to let management know what a star they have. I just don't know where to write to LOL.

 

[*NikkiBell*]

During my last trip, AK was particularly dead and a wonderful CM went out of her way to walk my boyfriend and I through the Pangani Forest Exploration Trail. She answered all questions we had and I learned so much about the animals that I had never known before.

When we reached the end, I made note of her name and thanked her for such a wonderful experience. I've always been one to make it a point at the end of the day to go to Guest Services and let them know about any CMs who really made my visit more enjoyable. I had completely planned on doing this for her from the moment we began speaking with her. Then, at the end of our walk, she asked us to go to Guest Services and tell them about her. I was quite taken back by this, as I thought it was rather rude. I still told Guest Services about how great she was, but it seemed so odd that she actually asked us to do that.

Has anyone experienced anything similar? Would you have still gone to Guest Services had she asked you to?

I would have told Guest Services that she said that. It is *VERY* obvious that she is just trying to get kudos.

 

[*NikkiBell*]

Sorry to hijack the thread, but can anyone tell me WHERE to write about a fabulous CM? I just came back from WDW and met the hands down BEST CM on IASW and I really want to let management know what a star they have. I just don't know where to write to LOL.

Heya Tishy,

Try Info Central on Intercot or the Contact Us option on the Disney site.

 

[mickeyluv'r]

It wouldn't offend me. If I thank her for doing a good job, and then she says, "Well, you would do me a huge favor in return by putting in a good word." I wouldn't think that was rude, I would think that was normal. You have no way of knowing what has preceded you. Maybe someone unfairly complained about her services and she's scared she's going to lose her job, when she's really trying to do the best job ofr everyone. After working numerous jobs with the public - it's happened to me. You work hard for everyone, and still someone comes to you with a chip on their shoulder - or hates you because they are racist or something, and it doesn't matter how well you treat them.

 

[Linzybrooke]

A little out of character but not out of line. I agree with the previous posters that so often we are told that if we had a bad experience report it but don't do enough for the excellent experiences we have. She may have noticed how much fun you were having and chose to let you know that you could report that as well.

When we were on the Disney Cruise a couple of years ago they told everyone one morning that we should leave feedback on great guest service because it means to much to the cast. I didn't think twice about it.

 

[Otimon]

As a Cast Member at Epcot I find this thread most interesting.

In the several years I've been at Disney never once have I asked a Guest at the park to speak to Guest Relations or write a note on my behalf. Now if a Guest asked me what they could do then I would tell them Guest Relations would contact my manager with a report on my behalf if they (Guest) wished to do so.

From my personal point of view, asking a Guest to speak to Guest Relations about yourself is just not something a Cast Member should do.

 

[Ilovestitch]

I don't think it was out of line. If you asked for her name, then I'm sure she assumed you were going to tell someone about her and she was just letting you know who to contact.

I used to work in customer service and if I really went above and beyond with someone and they asked for my name or for my manager I would just ask them to write their comment down b/c it then could be put in my file.

 

[Msslaydbug]

I agree with other postes that so often we only hear the bad. She could have offered the information in another way but she still deserved to get the kudos.

 

[nliedel]

It would not have bothered me in the least. Some things really but me but this would not!

 

[winniedapooh]

I told our waiter at Chef Mickey's how happy I was with his service at Christmas. I told him we had been there a week and a half and he was one of the better saiters we have and thanked him. First he looked at me increduously and said that I had to be kidding. I told him no and explained we had had ADR's almost every day and most of the service stunk! He then pointed at his manager and siad tell him, he was helping a child who had fallen off a chair while fooling around. I was kind of shocked by this but I stayed and waited but after 20 minutes gave up.

 

[Lorelai]

Maybe she was thinking that you wanted her name, but didn't know where to go with comments, then she directed you. Otherwise, yes, it does seem weird. I think that would have shocked me as well. All I can surmise is that the asking of her name prompted her to direct you.

 

[lamchop]

I work at a large trauma hospital and administration has gone so far as to print up cards to give every patient you take care of. the cards say something to the effect of "we're happy to take care of you blah blah blah, please give us "5" on the customer satisfaction survey" ("5" is the highest rating). we are supposed to write our names on the card so the patient can mention us by name when filling out the survey. the surveys are taken into account at evaluation time. Most of us do not hand out the cards, cuz our job IS to take good care of every patient. My point is, apparently this is becoming standard practice.... to solicit "kudos". maybe the CM was trying to help her own cause at evaluation time., or maybe DIsney administration has asked that they do this.

 

[marcbelt]

I wouldn't mind going to GR to praise a CM. But if GR has a line, forget it. If the CM was so great, they should have gone to GR with you so as not to get in a line! Kinda like having a fastpass for GR!