Here now, a little annoyed :/

[Shanti]

Having been a Disney Store CM, I agree with this 100%. The turnover rate at the store was ridiculously high - a lot of people didn't even make it to the point where their actual nametag came in. (The nametag had to be ordered, so the store kept a stash of nametags from CMs who had left for whatever reason. IF there was a matching name, they'd use that. If not, they just matched up gender.) They brought in a manager from the UK, and honestly things got even worse. For me the kicker was when three long-term assistant managers (one of whom had been with the company for over 15 years, and the others for over 10 - all of whom LOVE Disney) all resigned within a two week period. We saw no evidence that anyone ever questioned or looked into why. It wasn't long after that I realized that I didn't NEED the job for money - most of what I was making was spent on meals while there on weekends or between my full-time job and that one - and I honestly had no life outside of work. But mostly, working there was beginning to make me hate Disney, and I didn't want that. Just before I turned in my notice (I hadn't quite been there three years, and outside of management, I was one of the 5 most senior CMs working there.), our senior-most non-management team CM had turned in her notice. Not only did no one question why or offer an exit interview, they actually made our last days a full week earlier than we had given them.

It seems they think it's easier and better to not bat an eye when CMs and management who are on higher pay scales due to seniority leave and hire people who will automatically make less - regardless of the quality or whether they have any ties to the company that would make them want to stay when they see the way they are treated.

I'm sorry to hear that- it is very depressing.

 

[safroim]

And people wonder why some CMs have a less than sparkly attitude.

Please. I'm not saying they should do that, but it is a common practice. Disney is magical for guests, the business side is not so "sparkly". I know everyone hates to face the fact that Disney is a business. They don't exist just to give you the warm fuzzies.

 

[goofy4tink]

I have to say that if I stood there, listening to CMs trashing Disney, complaining about their hours/position, I would be very tempted to say "Well, there's always US/IoA and SW!!'' and then make note of their names.
There is never, ever any good reason to stand there, out in public, complaining about your job. I don't want to hear it at the grocery store, I don't want to hear it at my doctor's office, and I sure as heck don't want to hear it at WDW! That's what backstage is for!

 

[Shanti]

I try to always smile and be friendly, and if I'm not busy, put on the Mickey glove and wave at people who walk by (and a lot of times I'm ignored, but oh well). Smiling, being friendly, and being helpful are all things that Disney still does try to instill in its cast members.

When you do that Mickey wave and no one smiles or waves back, don't assume the guests don't notice you. They do (and they like it), but are so caught up in the guest experience that they see you more as part of the show than as a person. Guests aren't perfect, either- they're spending a lot of money and having to focus on fighting the crowds to get their kids a great experience. No excuse, of course, but I want you to know that guests do notice those little things, even when they don't respond.

 

[larryz]

... if I'm not busy, put on the Mickey glove and wave at people who walk by (and a lot of times I'm ignored, but oh well).

You wave a Mickey glove at me, and I'll come over and high-five you!

 

[JimmyV]

Please. I'm not saying they should do that, but it is a common practice.

I don't understand your point. You agree that it is a common practice for Disney to exert downward pressure on its CMs; you agree that they shouldn't do that; and you agree that this is a major cause of angst. But your conclusion seems to be that this is all OK. Why is it so wrong for people to want this to change?

 

[Dug720]

You wave a Mickey glove at me, and I'll come over and high-five you!

High Four!!

 

[Davey Jones II]

I don't understand your point. You agree that it is a common practice for Disney to exert downward pressure on its CMs; you agree that they shouldn't do that; and you agree that this is a major cause of angst. But your conclusion seems to be that this is all OK. Why is it so wrong for people to want this to change?

It may be common practice, but that doesn't make it right -- or even smart. Treating employees like crap will always backfire on you.

Even if we accept that it's common practice, Disney should be better than that. Why? Because, in the past, they earned a very high reputation for customer service. Now they are eroding that reputation because they are hell bent on squeezing their beleaguered work force, in the name of higher and higher profits. They are investing in park infrastructure -- refurbs, new attractions -- probably because of pressure from their competitors. But they refuse to invest properly in their workforce. It seems that these poor people have become Disney's crutch.

Let's face it, good and happy CMs are part of the magic in our Disney vacations. Management is chipping away at that part of the magic.

 

[Stefecatzz]

I'm sorry to hear that about the CM's the OP encountered. I have noticed a definite decline in customer service as well over the years in general. I was a CP in '03 & remember working with a mixture of attitudes..there are all types when you have 1000's of employees in the parks.

One experience that stands out for me was last year when I was sitting on a bench by the lake at Pop Century & a group of CP trainees were walking by with their trainer leading them. As they walked by me, I smiled & said "Good Morning." I barely got a grin from ONE of them out of a group of around 10-15, including their trainer! I did write an email to guest service after I got home about it & was given a reply with an apology.

I guess I know from my CP that not everyone will be as enthusiastic about the job as others. I try to focus on the positive experiences I've had with CM's & forget the negative ones. I don't want other people's issues or attitude problems to affect my vacation or my mood. What else can you do?

 

[larryz]

I'm sorry to hear that about the CM's the OP encountered. I have noticed a definite decline in customer service as well over the years in general. I was a CP in '03 & remember working with a mixture of attitudes..there are all types when you have 1000's of employees in the parks.

One experience that stands out for me was last year when I was sitting on a bench by the lake at Pop Century & a group of CP trainees were walking by with their trainer leading them. As they walked by me, I smiled & said "Good Morning." I barely got a grin from ONE of them out of a group of around 10-15, including their trainer! I did write an email to guest service after I got home about it & was given a reply with an apology.

I guess I know from my CP that not everyone will be as enthusiastic about the job as others. I try to focus on the positive experiences I've had with CM's & forget the negative ones. I don't want other people's issues or attitude problems to affect my vacation or my mood. What else can you do?

I guess you can't go home again...

 

[Stefecatzz]

I guess you can't go home again...

?

 

[larryz]

?

Well, there you were, seeing a bunch of CP's who were new, as you once were, and you felt an affinity for them, so you greeted them, and they basically ignored you...

It's like you tried to rekindle some of your own CP thrill, and they just weren't going to be a part of it for you...

Like returning to your hometown a couple of years later, and the burger stand where you used to hang out is now a convenience store...

You can't (truly) go home again because it changes -- the people are new -- the circumstances are different...

 

[Stefecatzz]

Well, there you were, seeing a bunch of CP's who were new, as you once were, and you felt an affinity for them, so you greeted them, and they basically ignored you...

It's like you tried to rekindle some of your own CP thrill, and they just weren't going to be a part of it for you...

Like returning to your hometown a couple of years later, and the burger stand where you used to hang out is now a convenience store...

You can't (truly) go home again because it changes -- the people are new -- the circumstances are different...

Gotcha. I suppose you have a good point. I am aware though that times have changed & so has our culture, even in that short time. Still, it would have been nice for the trainer to at least set a good example for them.

 

[safroim]

I don't understand your point. You agree that it is a common practice for Disney to exert downward pressure on its CMs; you agree that they shouldn't do that; and you agree that this is a major cause of angst. But your conclusion seems to be that this is all OK. Why is it so wrong for people to want this to change?

My point was that cutting part time hours is not unusual. Disney isn't doing something that every other corporation does, even small businesses do it when needed. No, it's not good for employees, but it's reality. And it's NEVER an acceptable excuse for a poor attitude on the job. If you're job is to sit with a big fat smile on your face and make guests feel welcome that's what you need to do. If you can't, then quit.

 

[AJA]

We experienced the same feelings on our trip last month OP.

I left feedback for Disney, my personal feelings were that the majority of employees we encountered were just that "employees" and I would not refer to them as "cast members". We only had one really bad experience with an employee at the gift shop at Nemo in Epcot but our over all experience would be comparing them with any frazzled retail employee at your local mall. Certainly not Disney cast members from the past.

*I have been a retail employee before. I know how hard it is to put on a happy face for the public. BUT for so long Disney has had such a wonderful reputation with the cast members that it is sad to see it go.

 

[Mac30188]

Several years ago I was at a management seminar and someone went through the story of two hotels that were opening around the same period. They had similar pay grades for their staff, yet the service level between the two was significantly different. The two brands of the hotels historically had different service levels and the staff fell into the expected level of service for the hotel. The question they researched was why?

Their conclusion was there is an unintentional training of the employees on service level expectations when they are hired. The upper end brand treated the potential employees with respect all the way through the hiring process. The meetings were always on time, professional attitude, and treated the employee with respect. The employee absorbed these expectations and performed their job with those expectations. (I better be on time or I know my boss would be disappointed.) The lower end brand did not put in the same effort. Meetings with employees often started late, attitude was lax, and the employees were not always respected. The employees absorbed these expectations and basically learned that working at XXXX means I don't have to be on time and I don't have to treat people with respect because no one else here behaves that way. It really doesn't matter what the training says. People conform by nature to the culture of the institution.

I hope that the CM posts are just one offs and not a slow change in culture.

 

[Davey Jones II]

We experienced the same feelings on our trip last month OP.

I left feedback for Disney, my personal feelings were that the majority of employees we encountered were just that "employees" and I would not refer to them as "cast members". We only had one really bad experience with an employee at the gift shop at Nemo in Epcot but our over all experience would be comparing them with any frazzled retail employee at your local mall. Certainly not Disney cast members from the past.

*I have been a retail employee before. I know how hard it is to put on a happy face for the public. BUT for so long Disney has had such a wonderful reputation with the cast members that it is sad to see it go.

That's a good point. A CM has always been, or supposed to be, someone who offers a higher level of service and interaction with guests. They are not mere "employees". That's yet another reason that Disney should pay them more: they are held up to a higher standard.

 

[Wes1stTrip2016]

I've come across so many CMs that really couldn't care less about their jobs this trip. As a disclaimer I am pregnant and probably more sensitive than normal, but honestly I've always felt like CMs are such a huge part of the Disney Magic. I worked in customer service for a long time and part of that time was as a CM in a Disney Store. I get that everyone has a bad day, and some guests probably make things worse, but I really think they are hiring people in quantity over quality. It could be a pay issue, maybe they aren't offering enough to get people that are excited to be here. I don't know, but I always greet whatever CM that is helping me with a hello and a smile, use my please and thank yous, I don't expect to get anything for free or "extra pixie dust," but I would appreciate a smile and eye contact. Some can't even be bothered to look at me while they are ringing me up, some can't be bothered to stop the conversation they are having with other coworkers. It's driving a little crazy. And on a somewhat unrelated note, I really miss towel animals. Sorry I just needed to vent a little!

That being said, there are still some really great CMs that love being here, or at least pretend well enough. Even if it's just a hello, good morning, a wave or a smile. They put effort into guest interaction, it means a lot. I have been trying to remember to write the name of any CM that's been really great so I can let the company know about them. I don't know if it helps them out at all but if it does they definitely deserve it!

Also the weather is beautiful, good job Florida

We just got home yesterday and we met nothing but amazing CM's, I was actually surprised by how helpful and friendly everyone was.

 

[Tarheel girl 1975]

And in my experience that is still the case. Compared to basically everywhere you go, Disney is still head, shoulders, feet and toes above everyone else.

Even in the good ol' days, I'm sure there were plenty of CMs that made the fatal mistake of not making eye contact. There were no message boards to report it immediately though.

I don't think this is true anymore when it comes to customer service. And that's evident before you even get to property. Disney is the only major business I know that doesn't have a 1-800 number and it's not unusual to have long wait to get through to a representative. And that's after you've answered a bunch of robo questions. If they have released a new discount or opened up a new booking window for some special event, you could be on hold for hours. Youd could try the website, but that's glitch too. Every old timer on the Disboards knows that phone center CM's frequently give out the wrong information. Get an answer that doesn't seem right, just call back. And I guess you could try the website, but that's gltchy too. Disney did set the bar for Customer Service. They even used to train other companies about the Disney Difference. If they still really cared about that, they wouldn't have contracted out so many positions and cut training. Now there are cutting front desk staff at the hotels. I may be able to "customize" my vacation on MM+, but it still takes a person to give it that personal touch and to make that connection.

I always find it interesting when people post about things while they are on vacation. My laptop is left at home and my phone is barely looked at lol. Last thing I would be thinking about at Disney is posting on a message board about the current trip I'm on.

Nothing wrong with OP doing it, I'm just stating that when on vacation, I like to forget the tech.

It's a lot harder to forget the tech now that we have MM+. I miss how unplugged we felt on our early trips.

 

[over50visits]

I've been reading a lot lately about CMs getting their hours cut, not getting raises and part-time CMs not getting any hours at all. I understand why they are not smiling much these days. They may be trying to figure out how to pay their rent

Somehow Disney has to pay for the MDE expense. In addition to the genuine feeling I've been getting lately that I need to hold onto my wallet at every turn at WDW, sounds like the CMs are now contributing to that money pit.