Help Me Help You!

[magicmaker]

Hi everyone. I have been reading this board for a number of weeks now and this is the first post I have made. I am currently a college student and a seasonal Cast Member at the Walt Disney World Resort.

First I must tell you how impressed I am with everyone who posts here. There is a real sense of family as each person shares their knowledge and experience to help others have a magical stay at the Walt Disney World Resort. As a cast member, I have the opportunity to interact with many guests each day including guests with disabilities. It is my goal to always help those guests who need special assistance. Despite my good intentions and the intensive training concerning guests with disabilties, I have made a few mistakes in which I failed to recognize what type of assistance was necessary. Of course in most situations I am politely informed by the guest and I work to rectify the situation as best I can.

Needless to say, I thought it might be interesting to hear directly from YOU about anything you wish Cast Members were more informed about or any situations you feel Cast Members are not currently able to handle appropriately. In addition, any examples of instances in which a Cast Member has been especially helpful would also prove insightful.

I must point out that I am merely a seasonal front line cast member and not a member of the Walt Disney World Resort leadership team. As a result, you input here will only be an opportunity to help me improve as a Cast Member. I would reccomend that you write to Walt Disney World Guest Communications or stop by Guest Relations in any of the theme parks if you wish to voice your comments and suggestions directly to the Walt Disney World Company.

I hope this is not an inapropriate topic for discussion. It is motivated purely by my curiousity and desire to improve in my role at Walt Disney World.

Thanks so much!

 

[SueM in MN]

Welcome to our board and thank you for asking.
I think this is a very appropriate subject for this board and we are interested in helping someone become a better CM.
I'm sure you will get lots of advice. If you've been lurking for a while here, you have seen that we are not shy.
My family has been to WDW over 20 times in the last 15 years with our DD who uses a wheelchair, so we kind of know the drill by now. I don't usually think about what the CM could do that could make things work easier.

I think you already have the most important information that you need to know: Each guest is different and what might be most helpful for one guest might not be helpful at all for someone else. Asking and listening are probably your biggest assets.

 

[teri]

Welcome to our board. Many of us are repeat guests to Disney parks and resorts because Disney makes it possible for our families to have a much-needed vacation, while other places are less accessible and helpful. The CMs really make the place very special. OK, this is going to be long....

Wow, if I could blend one concept into CM training, it would be that you cannot see the vast majority of disabilities. A wheelchair, or a brace, or cruthes, or cane, or ECV - those are mobility aids, not a disability. Those are GOOD things, not a hindrance. Those are necessary, wonderful blessings that should bring a smile and make you think, "What a wonderful world, where people have the ability to get themselves here and share themselves with us through the help they have received from others - and I am the next one who can help them!" (I have been to other places in the world where people do not have these things - trust me, we are very lucky.) Wheelchairs and other mobility aids are just tools, they do not define the disability. Sometimes, that is all people see, and they see it as a hindrance rather than an aide, and they react in ways that make our visit less pleasant.

Why do I say that? Well, I think most people on this board would agree, when a CM sighs, makes a slight grimace, drops their shoulders, averts their eyes, gets in defensive mode, is condesending, passes off responsibility without making sure somebody else follows up, or at worst is outright rude, that takes away energy. A Cast Member's reaction and attitude are definitely noticed, each and every encounter. When it is negative, it takes away from the park or resort experience, sometimes just by a bit but sometimes by quite a lot.

The vast majority of visitors to the parks can make it through a day without an special assistance and that is wonderful. Some of us need a little more help. Let me use my family as an example.

A. You cannot see my disability. I don't use a mobility aid, I usually don't limp. If I ask to use the alternate entrance, I am not trying to jump the line, I am trying to conserve my energy so I can take care of my special needs kids. If I crash, it takes me longer than other people to recover. I can't go out and enjoy the parks or spend my money or see the shows, and neither can my kids. I can't explain that to each and every CM I encounter, so I get the GAC at WDW, or SAP at Disneyland. I am not trying to cheat, it isn't just about the lines. It is about pacing, and making it though the entire trip. I have had a couple of trips where I did not last.

B. You cannot see my daughter's disability. She does pretty well most of the time and most people don't even notice her unusual movements. They certainly can't see her visual-perception issues. Yes, she can walk, she can run, she can dance. But if she crashes much, much sooner than other kids would, then we are not cheating by using a wheelchair once in a while to help her conserve her energy when getting from point A to point B. We don't get a wheelchair to bypass the line, we get a wheelchair to get to the attraction. It takes more of MY energy to use a wheelchair for her... see A.

C. You may be able to notice my son's disability. He is autistic, and he reacts to sights, sounds, smells and touch in ways that can be unpredictable. He LOVES the parks - he has the maps and attractions memorized. He sometimes has serious tantrums - he has been known to clear off shelves on merchandise carts, try to throw snow globes, run of into a crowd, grab other children's toys, dump drinks on purpose - those are things he does when he is overwhelmed. How people react to him determines whether he spins out of control, or calms down. We do our best to help him regulate his emotional responses and have a nice time, without having any serious outbursts. We have had some AMAZINGLY good times with him, and he benefits from going to the parks in ways that would take pages to explain. If we ask to use an alternate entrance to avoid having him get overwhelmed by close contact with other people, smells, sounds, etc. that happen in line, we are not cheating. In some cases, we are helping him get over a specific fear or anxiety, so that the next time he will not balk and freak out when we DO get in line. If we get tension or nastiness from a CM, it really makes things much, much worse. If he flips out, and I have to restrain him... see A. If I choose to use a wheelchair to keep him contained and regulated, that isn't cheating. It is about making the trip possible.

I can't explain that in 7 seconds to every busy CM we encounter. I sure with I could beam it into their minds in advance.

 

[lisapooh]

For me all a castmember sees is a power wheelchair. Often they will not ask can I transfer to a ride vehicle. They don't see my hearing problem at all and as long as I am looking at them that is fine. But if you try to talk to me from behind I don't hear you clearly. I may know you are saying something but I will not know what or even if you are addressing me. If I ask for the interpreter you will think I am fully hearing because my speech has no hint of my hearing problem. The only thing you might notice in the "I love you" sign I wear on my neck.
And often even if I tell you about my hearing problems you are so intent on the mobility issues, you refuse to deal with the hearing issues.
This is very fustrating to me especially when the wheelchairs are placed in the back and the interpreter is at the front. Or the reflective captioning is in the front. Ask me questions and I will gladly tell you how you can accomodate but my issues. THanks

 

[magicmaker]

Sue, Teri and Lisa - Thank you for your thoughts. It is very interesting to hear from you.
I would like to comment on some of your suggestions.

One theme that I hear from you and from other posts on this board is that some disabilities are not visible. Lisa makes a good point about Cast Members making assumptions concerning disabilities based on wheelchairs or ECVs, while giving less attention to those disabilities which are readily visible. Asking the right questions and not making assumptions seem to be the key ingredients in providing appropriate assistance.

Teri mentioned the use of wheelchairs and the Guest Assitance Card. I wanted to let everyone here know they should not be embarrased to use a wheelchair or a GAC. Cast Members really appreciate those families that stop by Guest Relations to pick up a GAC as it makes it so much easier to help guests. As Teri pointed out, it is hard for her to explain her entire situation in 7 seconds to a busy Cast Member. In addition, it is hard for us to assess a person's special needs (espcially if they do not have a outwardly visible disability). *If only we COULD read minds!* The GAC allows Cast Members to provide you with the appropriate assistance quickly. We trust the folks in Guest Relations to determine what type of access is appropriate and we are more than happy to follow those instructions.

Of course, I should point out that not every guest is as well aquainted with the policies involving Guest Assistance Cards and alternative access to attractions which can cause a certain amount of frustration for our guests. Please do not be insulted if when you flash your GAC, a Cast Member insists on reading it. All of the cards look alike, but the instructions are quite different. In addition, each attraction has different boarding procedures and different alternate entrances. A GAC which brought you close to the front of the line at Dumbo the Flying Elephant, will not do the same at Buzz Lightyear's Space Ranger Spin where you will be asked to utilize Disney's Fast Pass system.

The other point I wanted to comment on was the sense that Cast Members sometimes approach guests with disabilities with a negative attitude. I think that it is unfortunate to encounter a Cast Member who, for whatever reason, does not greet you with a smile and a willingness to provide you assistance. It is important to hear what kind of impact this has on you as guests. I know that I will be extra conscious of my attitude and demeanor as I assist guests in the future.

I also appreciate the comments made on this board concerning guests with autism. I remember clearly on one occasion misdirecting a family who approached me saying their child could not wait in line. I didn't make the connection that her child was autistic and physically and emotionally could not wait in line, versus impatient or tired children who could not wait in line. Now that I am more aware of this issue, I would be able to direct the family to Guest Relations or ask if they have a Guest Assistance Card.

Thank you all for your comments. Please continue to post anything else you feel is pertinent or interesting. While I have very little influence on resort policy, I do have the ability to adjust my own behaviors and help my fellow Cast Members better assist guests with disabilities and their families. I will be returning to the Walt Disney World Resort soon and hope to utilize the new insight you have given me in order to make your visit a magical one.

 

[SueM in MN]

We have tried hard to let people know about GACs here, that there are different messages on them and that Guest Services will try to give you a card that reflects your needs. We have FAQs that teri compiled with information culled from the boards and some things I had written up about GACs. She has a link in her post to get to the FAQs.

Like Lisapooh, our biggest problem has also been people just seeing my DD's wheelchair and assuming she has no other disabilities. We have been coming to WDW for 15 years and have seen a lot of difference in handling people in wheelchairs. When we first started coming, anyone in a wheelchair pretty much got whisked out of line and brought to the area where wheelchairs boarded (which was often the exit). That wasn't necessary or desired by everyone in a wheelchair, but it was sometimes necessary because the rides couldn't accomidate people with wheelchairs any other way. It was difficult because some people resented us for getting "special treatment" and there were some people who rented wheelchairs they didn't need to get the "special treatment".
One trip we went and got special treatment; the next year we went and all the rules were changed. That was about 4 years ago (maybe longer). We were told that "for your benefit" the waiting lines had been changed to accomidate wheelchairs and we would have to wait with everyone else. That is OK for some people, but there are some multiply disabled people who have great difficulty waiting in line. We had to watch constantly because people were doing things like letting their kids sit on DD's wheelchair footrests while we were in line ("He's tired") My DD has a lot of behavior, impulsivity and attention problems in addition to needing a wheelchair for mobility, so we had to constanly watch to keep her from purposely ramming people with her wheelchair. Little things like that made it hard for us to go on any rides. A helpful CM told us we should go to Guest Services and ask for a GAC (called a Special Assistance Pass at that time). We explained our problem to Guest Services and asked about SAP. We were told they no longer existed and we should just pick lines that were short!! They said that we were totally accomidated by having the lines wheelchair accessible.
Many tears (me crying) later, I spoke with teri and found out THEY DID still have SAPs. The next time we were able to get one, probably because they saw the hard time I had keeping DD in line just to talk to them!
It totally changed our visits to have a GAC. We use it sparingly, but when we need it, we NEED it. We understand the CMs need to read it to see what accomidation we need. Our "magic-steallin" moments have been when a CM has made a comment about us not needing one and we should be able to wait in line. This has usually been after the greeter has gotten us started on the process and then we get to the next CM. The worst was at Splash Mountain, we had gotten to the gate that bypasses the stairs and the CM at the gate really had an attitude. He felt we should have to wait there until the people who were ahead just ahead of us in the mainstream line had gotten to that point since we were (in his words)"skipping a big part of the line". We said something to the effect of wheelchairs not doing well on stairs, and he did let us go through. We had to wait for quite a while to board and as it turned out, the people who had been right ahead of us walked by us, finished with the ride while we were still waiting at the exit to board. Things like that deflate the magic.

Little things can make the magic again. Once when we were on the ride in Mexico, DD was really enjoying herself. It was not very busy and the CMs noticed how happy my DD looked when we were to the end. They asked her name and let her ride a second time. When we got off they presented her with a Certificate of Magic when we got off. I still get teary eyed thinking about it.

 

[teri]

Magicmaker, from your writing, it is hard to believe that you are a new, temporary CM. Good luck in your career.

I got introduced to the GAC (which was then the SAP) back in 1996, when my son was between surgeries and we were there on a respite trip. I have been to WDW and Disneyland with people in wheelchairs (not just my kids) and people with other special needs, plus we have gathered 3 years of combined experience here on the disABILITIES Board helping people figure out how it is supposed to work. I know I have sent my share of letters and e-mails to Guest Services, and that others here have as well. I wish I could tell you that any one of us got a response that was ever slightly more than a form letter thanking us for our input. In some cases, the person responding told people information that was clearly incorrect. :::sigh:::

The GAC is for more than just getting into attractions, or using a stroller as a wheelchair, or getting special seating. It really is about needing assistance. The older, more experienced CMs seem to know that. It is the new, young, strong, inexperienced kids coming in who more often have the attitude issues and are more likely to act like gatekeepers rather than facilitators. Something to think about. There is a big attitude difference between
"How can I help you?" vs. "What am I supposed to let you do?" Somehow, in the early training of CMs, Disney needs to address that issue.

I hope you take the time to look at the FAQs. They are overdue for an update, that is for sure. Just click on the link in my signature, below.

 

[Wheelsie]

Magicmaker...I'd very much like to welcome you!

I'm Wheelsie....I'm about to turn 28 (next month) years old and have been in the chair all my life....and in that time I've learned a lot about how I liked to be treated vs how I've actually been treated.

Unlike my "room mates" here on disABILITIES I've only gone to WDW the last 3 years....in that time (I spend a week or more when I go) I've met many types of different CM "personalities".

As I've said I've always been in the chair....but I'm an amputee...most people, CM or not, attribute my stump to the reason I'm in the chair. My mobility issues aren't the same as they were prior to 1996. Also I've recently (in the last couple months) been "diagnosed" with a small auditory problem...I can't hear very well in crowds and noisy situations...I have no hearing aids or anything as there is nothing science can do for it..I just have to deal...

In that last instance CMs have gotten a little preturbed when I don't respond to them (and DH as well sometimes LOL) when I'm being directed in a queue...esp if I'm w/o my DH or someone that hears the small things I don't

No I don't need signing....just look at me....and make sure I'm looking at you...that will make things go alot smoother

Basically what I'm saying is...as I know Lisa has already said...Be Patient...9 times out of ten if you have to repeat yourself to a guest there is a reason....

I'm in a chair......just because 5 different people are sitting in the smae exact chair..Don't assume they can do the same things. I'm EXTREMELY upwardly mobile....but I won't transfer on and off a ride...I'm a hefty woman...my weight and recent balance issues ..ie my amputation makes me less apt to do things I would have 10 years ago.....but someone else twice my age with the same handi as me could likely climb Tower of Tower from the outside! hehehehehe

I have one small pet peeve...CMs don't always do this to me...but people as a rule generally do.....Don't come down "to my level".....I'm not a puppy ...there is no need for you to be on your knees beside me for me to understand you....or for you to break your back in the "kneeling/sitting" position. It just makes me feel (and I'm just speaking of me here...no one else) very tiny and insignificant

What I mean to say is.....just like different races...we are NOT all alike...Don't assume because someone that "looks" exactly like me and just went through means I can do what they can....I know my limits and I will tell you....although I feel you should also inquire....not all people are as outspoken as I am LOL

I don't use a GAC....there is really no need for me....it's my choice not to....There are more deserving people of GAC than me.

As a rule my experiences w CMs have been positive...there have even been a few that have made my trips "magical" when I thought all hope was lost (super bad mood)

Like Sue I had a CM hand me a certificate...and a pile of cotton candy (mmmm) that made my trip....and that my dear is why I go to WDW....they go above and beyond the definition of Customer Service

I've traveled many places and haven't been treated as well as Disney CMs have treated me.
(altho I have had other Orlando parks' team members be even nicer to me than CMs...if that's possible LOL)

 

[Leia's Mom]

I only have a couple of things to add. My dad had both legs amputated because of a military injury. So until he died when I was 12, I went everywhere with a wheelchair. Now, my mom is in a chair (stroke patient). She is also speech impaired and has very limited short term memory (very smart, but she loses her train of thought easily). I have a 3 year old and my mom with me many times. So the first thing I can ask is that you just be patient. We will be slower than your average family. We just don't have a choice.

Feel free to ask questions about the disability. That bothers me not at all. Staring without reason is annoying.

If we are in a huge hurry, there is probably a reason. My mom may have to make an emergency bathroom trip. Or, because mom is diabetic, we may have to get juice immediately. If we seemed exceedingly hurried, just ask if you can help. Pointing me in the right direction is sometimes a great blessing.

Talk to the person in the wheelchair -- not just the person behind the wheelchair.

Ask questions. My mother has problems with spasms. Because of her stroke, if she gets stressed out, her entire left side will spasm. It is like a charlie horse on her entire right side. It is exceedingly painful. So, I do everything I can to avoid stress. If you can just ask how to make whatever easier, that is helpful.

But, having said all of this, I honestly don't think you will have a problem. Anybody who cares enough to ask this question on this board is the person who probably naturally does the above. Thanks for caring. . .

 

[Wheelsie]

Here Here!! I couldn't have said it better myself! (and didn't LOL)

Like what was said above ASK ME QUESTIONS!! I love to tell anyone all about me..although some people do find your asking questions about their disability intrusive....I don't

If on the rare occasion someone transfers from their chair (ie me) don't automaticall help me by putting your arms where it may hinder my transfer instead ask me what I need prior to my transfer....if I tell you to not touch me just stand by in case I need you to get me a medical CM it's just that simple

As Leia's mom said....you are likely already doing the right thing because you cared enough to ask all of us how we feel and what we want... it is very much appreciated....and I for one can say won't go un-noticed...

When I had a ABOVE BOARD experience at another park I imediately when to the Guest Service at the front of the park and told them what took place....I got a kind letter (yes form letter) from the park's Guest Dept. for my comments and was told that said person got her just reward

 

[D L and K's Mom]

Wow!! What a wonderful post. I am so happy to see that someone really wants to hear about some special needs people may have!! I applaud you. DS is in a stroller and has a lot of speical needs. I am happy to say we have never , ever had a bad time with a CM at the park or in any of the hotels. The CM's have always gone above and beyond to keep a smile on his face. Now, if you could just get some of the other guests in the parks to be as helpfu, understanding and caring...only kidding.

 

[magicmaker]

Once again I must begin by telling you how much I appreciate your comments and your kind words. As a Cast Member, it is my goal to exceed guest expectations, and your posts will help me do just that.

I just wanted to respond to a few more things.

Firstly:

Teri - thank you for the compliment. I began my role at the Walt Disney World Resort this past summer as a member of the Walt Disney World College Program. Since then I have returned during my school vacations to work as a seasonal cast member. I will have worked for Disney for 1 year this coming May. Disney puts a lot of effort into training its Cast Members and puts a strong emphasis on our ability to assist those guests requiring special assistance. This leads me to my next point -

Wheelsie - I found your comment about Cast Members knealing down to speak with you of interest. The reason you encounter this behavior is because it is part of the training every Cast Member receives at Walt Disney World. I think the purpose behind this procedure is so Cast Members address our guests at their eye level. It also allows those guests travelling in wheelchairs to not have to strain their necks looking up. Even so, I certainly understand how it could make you feel uncomfortable. I'm glad you shared this with me.

Also - to Leia's Mom: I know that sometimes it seems like everyone is rushing at Walt Disney World. Our guests are rushing from one attraction to another, our Cast rushes to provide quick and efficient service. Even so, there is absolutely nothing wrong with taking your time. You make a very good point that I will keep it in the forefront of my thoughts as I assist guests.

Finally, I wanted to mention that if you have a positive or special interaction with a Cast Member at Walt Disney World then our team is doing a good job. If however, you have an unpleasent experience or felt mistreated, we appreciate you submitting your comments either at Guest Relations in the theme parks or via a letter to Walt Disney World Guest Communications. Although you may only receive a form letter in return due to the volume of comments we receive, I can assure you that these comments do get distributed to the area management who will discuss all comments (positive and negative) with the Cast Member involved. Your comments can help to improve our knowledge and sensitivity in regards to guests with disabilities.

 

[Andrew Bichard]

Originally posted by magicmaker

Wheelsie - I found your comment about Cast Members knealing down to speak with you of interest. The reason you encounter this behavior is because it is part of the training every Cast Member receives at Walt Disney World. I think the purpose behind this procedure is so Cast Members address our guests at their eye level. It also allows those guests travelling in wheelchairs to not have to strain their necks looking up. Even so, I certainly understand how it could make you feel uncomfortable. I'm glad you shared this with me.

I believe that, on balance, your training is correct. Its not a big thing with me, but I slightlt prefer people to talk to me at eye level, though I I have to look up, I don't mind either. One day I will save up enough to buy a chair with a rising seat so I can come up to your level.

One area that does irritate though, is being less 'visible' because I am sitting down in a chair. (And this is more a problem with fellow guests than CMs) Because I am below most people's eye level I sometimes become invisible. It happens most often in crowds when someone is standing close by and then falls across me. (I know how children must feel). I sometimes feel ignored in stores when someone who arrives later gets served first. Often I get stuck in a long line and cannot move quickly to a shorter line. Sometimes in a crowded store I have to hold back a little so as not to block the isle with my chair and then find other guests joining the line ahead of me. Maybe the people who lay out the stores should leave more space at the tills. Maybe CMs serving in stores should be better trained to spot disabled shoppers in line before they get to the tiills.

Andrew

 

[SueM in MN]

It's interesting to see all your comments. I have known a lot of you on the boards since the beginning of the disABILITIES Board, so I not surprised at things you are all saying. I thinki everyone is being very eloquent about there experiences and needs.
teri, I think you hit the nail on the head:

There is a big attitude difference between
"How can I help you?" vs. "What am I supposed to let you do?"

Whether or not someone has a GAC, they might encounter that attitude. I was trying to express that, but you did it better and much fewer words.

One other thing I would like to mention:
Talk to the person in the wheelchair or ecv, but make sure you have the attention of the whole party.
My DD can't speak, but she understands everything. Waiting for boarding at the Great Movie Ride one time, the CM spoke to her and asked if she could transfer out of her wheelchair. She nodded her head "yes" and followed the CM to the front of the ride car. I admit the rest of us were sort of spaced out; we observed all this, but didn't really pay attention until she started driving away. We quickly intervened and told the CM that she could not transfer. My DD was a little indignant about that and signed to us that she could if "Dad help". We told her after that, if I CM asked her, the answer was "no". She didn't like it, but she didn't say "yes" again.

We should have been paying more attention, but I don't think anyone realizes how tiring it is to travel with someone with special needs until they do it. There are a lot more things you need to be watching and be aware of. It's overwhelming for first time visitors to the park anyway, but when you add a disability to that, it's more than overwhelming at times.
Physically, it is hard for us too. For any rides that the wheelchair can't be loaded on, we need to lift DD on and off. Some rides are easier than others, but it's still lifting 80 pounds (very excited and squirmy 80 pounds) on the ride, trying to keep a very excited and spastic person on the seat for the ride and then getting her back off again. For rides like Dinosaur, my DH and I are totally worn out by the end of the ride. It takes both of us to keep DD's legs in control because she is so excited. So if we are a little slow getting off or we don't respond to you quickly, it might be because we are too tired too (in addition to hidden problems that other posters have mentioned).

 

[MikeScott8]

Well I just want to add a few comments to this thread.

I would like to APPLAUDE MagicMaker for taking the time to try to learn how to better assist people who need his assistance. With that attitude it is obvious why you are welcomed back by WDW during your breaks. You are an asset to the cast!

To everyone else who posted, THANKS!!!!!!

I thought I was pretty sensitive to people with different abilities. See I am normal healthy (besides my weight) 31 year old male, BUT I was labled "learning disabled" and attended grade school with other students who each had thier own abiliities. I got mainstreamed in 7th and 8th grade, I have gone on to graduate High school AND college. College took me six years, because of my poor homework habits I acquired from my grade school, anyways back to my point. In addition to this schooling I also live in Henrietta, right near RIT and NTID (National Tech Institue for the Deaf) and used to ride my bike over to the campus and use thier arcade and was exposed early to hidden disabilities.

BUT I learned things from the posts here I still found interesting and will be useful for me in life.

Now my comments on my experiences at WDW. My fiance is hard of hearing in one ear and REALLY hard of hearing in the other. She does fine in most instances, but if there are crowds or many people talking around her it is difficult for her. So this year while planning for our trip back in jan I found this baord and just how much WDW does to help ALL thier guests. I had never really known just how many services they do have for guests. So we had found out about the assitive listening devices and the Reflective Captioning panels, from this board. She didn't care for the assitive listening device, so she only used that once or twice the first day, but every day we stopped and picked up the special guides and found which attractions had RC. Every place we asked about the RC we were quickly and pleasntly dealt with. There was one CM who seemed (AT FIRST) like it was a bother, but he found someone to cover his spot and assisted the other CM who seemed not to know they moved where they kept the screens and that attraction. In one case the CM who brought us the RC panel signalled to the other CM to turn them on, and as the show was starting there were no captions, and as I was getting up to find a CM I saw the CM ALREADY had noticed (she was checking) and was going to fix the issue!

I have to say the RC panels really helped make the trip better for my fiance, as she was able to more easily follow the attractions. IT WAS WONDERFUL!! and we bought into DVC while down there so we will be going back many times and using every assitance we can get to make EVERY trip wonderful for BOTH of us!

Normally I am not this long winded, but it just flowed out.

Thanks EVERYBODY

Mike

 

[Wheelsie]

thanks for your comments Mike....I love your little Disney Spreadsheet in your signature

 

[Wheelsie]

Found this on Community Board...thought Magicmaker might be interested to read

http://www.disboards.com/showthread.php?s=&threadid=161129

 

[magicmaker]

Dear Wheelsie -

Thank you for the link. I have spent quite a bit of time reading through various message boards and come across these types of posts every so often. Of course I think it is unfortunate whenever a guest encounters a Cast Member who does not display the courtesy and knowledgeability we are famous for.

I'm not sure I can speculate as to what factors will influence an Cast Member's ability to provide excellent guest service. I can only say that we work very hard everyday to try and provide the type of service that our guests have come to expect. Even so, I must also admit that each of us has good days and not so good days. All Cast Members must work hard in order to make each day at Walt Disney World a magical one for our guests.

Even though the Walt Disney World Resort has some of the highest guest satisfaction ratings of any destination, we are constantly trying to improve I know that even the best Cast Members examine themselves carefully and ask: What can I do to improve?

I think about every guest interaction and try to understand how my behavior influences the outcome of the interaction. For example, if a guest comes up to me upset over a situation and they leave with a smile, I want to think about the things and I said, and the way I acted that helped to assuage the situation. Conversely, if a guest comes up to me upset over a situation and I am unable help them, I want to think about other strategies or different tactics I could have used.

Being a Cast Member means always being a work in progress: constantly fine tuning and adjusting your behaviors and tactics. Our goal is to exceed the expectations of each and every guest. Although this is a lofty goal, it is one we believe is paramount to our success and worth our greatest efforts.

 

[Wheelsie]

I know being the decent kind of CM you are that you might find the link interesting is all I read (and write a lot of times) about what goes on w CMs...

I'm sorry if I may have upset you..that wasn't my intent Just trying to be helpful

k?

I fully agree with you....I really like you and the way you think

I'm glad you came to DIS and to disABILITIES

(someone get me a dictionary....I can't spell LOL)

 

[magicmaker]

Wheelsie-

You haven't upset me! Of course it is tough to hear about negative experiences, but it is important to know where we can improve.

Thank you for your kind words. Everyone here has certainly made me feel like a welcome guest on this board and I really appreciate it.

Best.