Here now, a little annoyed :/

[J and R's mom]

Pay people a low wage; show that you are not afraid to lay off workers even in times of prosperity; make the workers who do not get laid off pick up the slack for the workers who were let go; rely on college interns who are not invested in future advancement at the company; and you end up with workers who are not going to sing "Zip-A-Dee-Doo-Dah" all day long.



But the quantity is going down, not up. The over-reliance on the College Program is turning out to be a real scar. So many CMs are temporary workers who are going to leave after 4-5 months. It is hard to build a real sense of teamwork when you hire this way.

Nailed it!

 

[Yarbogash]

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.

Great post. Well said.

I've been thru training programs at major telecoms and watched the ruthless weeding out that would follow, worked in a variety of service jobs, between 'real' jobs worked as a Production Assistant on a major network show putting in 20+ hour days sometimes and now I work in government training staff. I've experienced a lot of different work environments and a good workplace for staff and clients is dependent on creating and maintaining that positive culture.

I read in this thread earlier posts like 'well people should just be happy to have their job and should automatically do their best.' If I heard a manager say that that manager would get a talking to and could be out the door. That is a toxic sentiment for any organization. If you can't offer better as an organization it's guaranteed you will get the dregs as employees and they will perform according to that low standard.

Disney can do better. I think most of us know they have done better and that the culture has been a huge part of that. I don't blame any cm's, young or old, college program or from whenever, for any of these problems. Somebody put that cm there, picked that person for that role, trained them, supported them and inspired them or not.

 

[Yarbogash]

N/m double post

 

[Boopuff]

Lets also remember that in this generation of me-me-me kids, many have NEVER held any type of job at all. It's not like previous generations where kids went knocking on doors at 16 to start a part time summer/weekend job. On the Disney parent board a lot of parents are "shocked" that their precious snowflake has to WORK long, exhausting.... 30 hour weeks! So add to that the heat, crowds, customers etc. it's tough for non-seasoned kids to find a balance.

 

[Hudson Hornet]

I have noticed a big drop off in terms of friendly service at WDW in the last few years as well. I remember when the cast member used to make sure to be extra friendly with the kids and make sure they were having a good time. They also seemed to be "in character" for whatever ride or area they were working that day.

 

[Hannahinwonderland]

I'm always interested in speaking with the College Program participants and I suppose mileage varies as they claim to get little to no input as to their assignment. Some have been really satisfied and others have been disappointed as they'd hoped their placement might provide them with more major related experience. I remember one girl saying that she was lucky to be assigned to work in a gift shop as her roommate was assigned to an ice cream cart in MK.

This is very true. It is a lot easier to be happy if you love your job. I was lucky because I got placed in my absolute first choice of location and role. On the other hand, my roommate was placed somewhere that she found boring (custodial at a resort), where she had very little interaction with guests or other coworkers. She ultimately loved her experience, but definitely would have changed her role if she could.

 

[EricInPA]

I don't think this is true anymore when it comes to customer service.

If we've learned anything from these threads, it's that customer service level appears to be highly subjective.

 

[SnipsNSnails]

We were there the last week and thought all was fine. We had a couple Photopass Photographers who didn't say one word the whole time they took our photos, found that a bit odd and in contrast to several who were very creative and excited to be taking our photos. But other than that no one was rude and there were smiling faces and everyone doing their job well. We did encounter a QS employee in China who didn't seem to understand the new substitution rules for desserts and drinks on the DDP (I wanted the smoothie marked with the snack credit instead of the listed desserts) she referred me to the manager who also didn't seem to get it but let me do it implying he was doing me a favor. I smiled, thanked him, and moved on with my day. Neither of them were rude about it though. That was the only place we had difficulties making substitutions all week. Everywhere else was happy to substitute with no issues.

 

[goofyintoronto]

I'd rather they pay attention to what they are doing than chit chat with me when I am checking out.

Me too! As long as they arent being blatantly rude, I dont care if they dont make eye contact with me. Pay attention to checking out my purchase and im happy.

 

[Skubygurl72]

We were there the last week and thought all was fine. We had a couple Photopass Photographers who didn't say one word the whole time they took our photos, found that a bit odd and in contrast to several who were very creative and excited to be taking our photos. But other than that no one was rude and there were smiling faces and everyone doing their job well. We did encounter a QS employee in China who didn't seem to understand the new substitution rules for desserts and drinks on the DDP (I wanted the smoothie marked with the snack credit instead of the listed desserts) she referred me to the manager who also didn't seem to get it but let me do it implying he was doing me a favor. I smiled, thanked him, and moved on with my day. Neither of them were rude about it though. That was the only place we had difficulties making substitutions all week. Everywhere else was happy to substitute with no issues.

DS and I also had a little difficulty at QS in China. If you go just be extra patient would be my advice to anyone! Training going on and a broken register.

 

[jade1]

Pay people a low wage; show that you are not afraid to lay off workers even in times of prosperity; make the workers who do not get laid off pick up the slack for the workers who were let go; rely on college interns who are not invested in future advancement at the company; and you end up with workers who are not going to sing "Zip-A-Dee-Doo-Dah" all day long.



But the quantity is going down, not up. The over-reliance on the College Program is turning out to be a real scar. So many CMs are temporary workers who are going to leave after 4-5 months. It is hard to build a real sense of teamwork when you hire this way.

Yep, have asked obvious questions lately to misc CMs with bewildered looks.

 

[DavidH]

First - I read the first page and skipped to the end...if I missed something, I apologize. I am an ex-cast member (Studios 89-96), and can testify that many of today's CM's are nowhere near the CM of back then. Occasionally us "old timers" will get together and complain about many of the new CM's...we are embarrassed and mad about what has become of our legacy. A lot of today's CM's get it right, some don't - back then, everyone got it right or was sent home. Also, many of the awesome CM's get promoted and move backstage where guests would not see them.

The whole business model has changed. Then, lots of people were turned away at Casting. You felt you were "something special" just to make the cut. We went through three days of Traditions training - how to point, how to speak, how to look, how to be A Disney Cast Member. There was another week of location training that went into the details of your job. The be picked as a Trainer was a huge honor. Traditions is now just part of one day. Most people were full-time. Part time folks chose to be so. And, we had several CP's every semester. Full time was a little over minimum wage, but more insurance and perks than you could ever use. Most any CM working on stage (dealing with guests) is making little money. There are few full time positions today due to the high benefits costs. An there are way more openings than applicants. Orlando's growth has depleted the labor pool. When the barrel is empty, you must unfortunately scape near the bottom

For most of my time, I was a Lead (Disney speak for a foreman, assistance manager, department manager type). We were right there in the area taking care of our CM's, making sure they had everything they needed to serve the guests, and helping out if there was an issue. We pretty much pampered our CM's. Leads were eliminated to save money and now the CM is more on their own and has to track down a supervisor if there is an issue. The supervisors are spread thin over larger areas and still have office duties. It is much harder to be a On Stage CM today.

The college program started with the opening of EPCOT. For the most part, the CP's love their experiences. I've gently encouraged my daughters to apply.... The work is hard, low paying, and low rung, but WDW on a resume is HUGE! I have had many doors opened for no other reason than my resume said WDW. It has always been pretty clear, and with today's technology crystal clear, the the CP is entry level work (selling hats and burgers, and walking backwards on the treadmill). I see kids and parents complaining about the hard work and low pay, and am shocked - how were they surprised by that? A Professional Internship (PI) is better, but you still are not eating in the Executive Dining Room....

Anyway - the great CM's are still great! Tell them thank you and let them know you noticed. Sadly, there are some nowadays that are mediocre at best. Most CP's are awesome and good kids. Some are a little lost and overwhelmed.

 

[jeanico2000]

Thanks for the super interesting post, DavidH!

 

[dvczerfs]

First - I read the first page and skipped to the end...if I missed something, I apologize. I am an ex-cast member (Studios 89-96), and can testify that many of today's CM's are nowhere near the CM of back then. Occasionally us "old timers" will get together and complain about many of the new CM's...we are embarrassed and mad about what has become of our legacy. A lot of today's CM's get it right, some don't - back then, everyone got it right or was sent home. Also, many of the awesome CM's get promoted and move backstage where guests would not see them.

The whole business model has changed. Then, lots of people were turned away at Casting. You felt you were "something special" just to make the cut. We went through three days of Traditions training - how to point, how to speak, how to look, how to be A Disney Cast Member. There was another week of location training that went into the details of your job. The be picked as a Trainer was a huge honor. Traditions is now just part of one day. Most people were full-time. Part time folks chose to be so. And, we had several CP's every semester. Full time was a little over minimum wage, but more insurance and perks than you could ever use. Most any CM working on stage (dealing with guests) is making little money. There are few full time positions today due to the high benefits costs. An there are way more openings than applicants. Orlando's growth has depleted the labor pool. When the barrel is empty, you must unfortunately scape near the bottom

For most of my time, I was a Lead (Disney speak for a foreman, assistance manager, department manager type). We were right there in the area taking care of our CM's, making sure they had everything they needed to serve the guests, and helping out if there was an issue. We pretty much pampered our CM's. Leads were eliminated to save money and now the CM is more on their own and has to track down a supervisor if there is an issue. The supervisors are spread thin over larger areas and still have office duties. It is much harder to be a On Stage CM today.

The college program started with the opening of EPCOT. For the most part, the CP's love their experiences. I've gently encouraged my daughters to apply.... The work is hard, low paying, and low rung, but WDW on a resume is HUGE! I have had many doors opened for no other reason than my resume said WDW. It has always been pretty clear, and with today's technology crystal clear, the the CP is entry level work (selling hats and burgers, and walking backwards on the treadmill). I see kids and parents complaining about the hard work and low pay, and am shocked - how were they surprised by that? A Professional Internship (PI) is better, but you still are not eating in the Executive Dining Room....

Anyway - the great CM's are still great! Tell them thank you and let them know you noticed. Sadly, there are some nowadays that are mediocre at best. Most CP's are awesome and good kids. Some are a little lost and overwhelmed.

I usually stay faaaaaar away from these threads, my dd is a proud 2013 fall advantage mk,odf alumni. She received in her eight months about 12 four key cards. Loved her time on the program and wore her name tag with honor.
Cried the day we dropped her off and cried the day she came home.
After coming home, finishing her degree and started the process of applying for a big girl job, she landed an interview with a major medical company.
Long story short, she got the position. When I asked her how her interviews went, she told me all they wanted to know was about working for Disney and in the mk.lol The lady giving dd her final interview was a long time Disney fan ( they are everywhere lol) and after she shook dd hands her words to dd " if you can handle those guest, you can handle anything."
Like most cms, she has many story's and I love listening to them.
Yes, she was one of those college kids who sold popcorn and ice cream. She didn't work in an air conditioned store and worked till 3-4am. She wouldn't have traded the job for anything. She got to work outside, work in every part of the mk, wore a lot of different costumes and got to see the sights, sounds, and smells of the mk. Got to see a lot of parades and fireworks. Told me if I wanted to work in a store she would stay home and work for Walmart or Kmart.

When I encounter a cp, I strike up a conversation. I tell them where dd lived and worked and I ask them where is home. I try to make them smile. It's not an easy place to work.
I have been going to wdw for a long time, I have noticed a change in cms but I also noticed a change in people.
I think some people forget that cms are people. Guest behavior is a lot different. I couldn't do it, Orange County would carry me out in less then a day if I was a cm. lol.
Your post is spot on, for the most part, she was alone. another long story short, was chased by a guest over a bag of popcorn. Managed to get back stage. She sat in the fish bowl ( break room )crying. She called home and wanted to come home. Didnt want to go back out there. Security came to her, assured her he was long gone and will not be coming back.
She went back with a smile. I don't think most guest know what some of these cms go threw. She took a shift one night on pac. ( mk parade control) It is a right of passage for mk cps..lol She said never again, had the most respect for pac cms then anyone.
By the way, she went back 14 months after she came home, a lot of people still remembered her and wanted her to come back. Lol.

 

[BeerMe]

Easy,,,,,,,,,,,,,,,,,,,,,

 

[MrInfinity]

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!

You're really walking around with a mental notepad, looking at each CM you wander near and thinking... "are you going to be bright and cheery toward me?" Ok, noted. "Are you going to be bright and cheery toward me?" Ok noted. Come on who goes to Disney World and spends their time diligently documenting which CMs will notice you, and then conclude that only a certain % tried to improve your trip? I constantly feel like Disney World is made magical in part by it's employees. Everybody I talk to outside the Dis feels the same. I had so many employees go above and beyond on our last trip. Does that mean every employee you pass is required to sprinkle you with pixie dust? Of course not. Sometimes cast members are just going from here to there and they pass you and say nothing. That's just life.

some can't be bothered to stop the conversation they are having with other coworkers.

Every CM that is having a conversation with a coworker should stop their conversation, and interact with you? Really? So if a CM is talking to a CM about fixing a problem another guest has, they should stop doing that to make an interaction with every other guest that is just walking by. That makes absolutely no sense. It is not practical, efficient, nor what I'd want employees doing. If an employee has spare time, yes by all means try to make someone's day bright. But you are saying every CM doing anything should stop what they're doing or interrupt who they're talking to, to interact with you.

And btw... if "not getting a towel animal" did not become a vent, perhaps the whole concept would not have been scrapped. When it's an occasional surprise it works. When it's a vent when someone don't get one, they have to stop the practice.

 

[normmo]

We were at Disney in August for two weeks and found the level of service from 90 per cent of the CM's to be horrible. They did not acknowledge us, continued to talk to each other about their weekends while we were standing in front of them and /or we found them to be just plain rude. It got to the point that I wrote a letter to Disney while staying there telling how horrible our experience had been. They did call us and we were able to provide many specific incidents and names of CM's. It was very disappointing and not what we have been use to. For us, the interaction with the CM's helped make our previous trips special but on this trip we felt like we were bothering them just by being there. We won't be rushing back that's for sure. Glad to hear that others have had better experiences than us but not happy to hear that others feel the same way.

 

[gdrj]

I will say that I would rate the service that we have had over the past few years as very good. But I believe there is validity to the concerns about customer service.

I'm sure the reasons for it our extensive. It can be from Senior Mgt focus/and or lack of focus, cost cutting which seems to be on an uptick to poor management. The college program I'm sure leads to some issues but also to some very good experiences with guests.

I also think (purely speculation), that with the economy being relatively strong and unemployment low, hiring becomes more difficult. While there are great CM's, hiring high quality candidates is more challenging. More parks, more visitors, longer hours, competition all leads to tougher hiring. Add the wages issue and you have inconsistent hiring.

There is also a society issue ( I realize I am getting too deep). But when people have little respect for themselves in life, or have grown up feeling entitled and feel they can do no wrong, it is going to reflect the employment pool too!

...a little bit off subject but not really. One thing that bugs the #@$ out of me is if I am at a restaurant or a store (at home not Disney but I'm sure it happens there too). An employee will do something for me, bring my food or drink, help me find something in a store. I say "Thank You" and the correct response from the employee might be "your welcome". But NOOOO they say "No Problem" what the heck does that mean?!? I know its no problem, because that is why your employer is paying you , or why I am going to tip you. I am tempted when they say no problem to reply "I think you meant to say "your welcome", but it would probably be lost on them. In the service industry IMO, that is a training issue, or a lack of quality management. I will now get off my soapbox.

 

[DoingDisney]

You're really walking around with a mental notepad, looking at each CM you wander near and thinking... "are you going to be bright and cheery toward me?" Ok, noted. "Are you going to be bright and cheery toward me?" Ok noted. Come on who goes to Disney World and spends their time diligently documenting which CMs will notice you, and then conclude that only a certain % tried to improve your trip? I constantly feel like Disney World is made magical in part by it's employees. Everybody I talk to outside the Dis feels the same. I had so many employees go above and beyond on our last trip. Does that mean every employee you pass is required to sprinkle you with pixie dust? Of course not. Sometimes cast members are just going from here to there and they pass you and say nothing. That's just life.



Every CM that is having a conversation with a coworker should stop their conversation, and interact with you? Really? So if a CM is talking to a CM about fixing a problem another guest has, they should stop doing that to make an interaction with every other guest that is just walking by. That makes absolutely no sense. It is not practical, efficient, nor what I'd want employees doing. If an employee has spare time, yes by all means try to make someone's day bright. But you are saying every CM doing anything should stop what they're doing or interrupt who they're talking to, to interact with you.

And btw... if "not getting a towel animal" did not become a vent, perhaps the whole concept would not have been scrapped. When it's an occasional surprise it works. When it's a vent when someone don't get one, they have to stop the practice.

To me, this just reads like making excuses for WDW CMs, not that there isn't some truth in the potential examples you provide, of course sometimes they will be busy dealing with something, but thats not really what the PP was talking about. Lots of times people have reported the fact that CMs are just chit chatting as they stand waiting for help, or to purchase something, etc. The number of reports by people here, by some of the big name reviewers, by vlogers, and blogers alike about the fact that customer service has gone down hill, fairly well establishes the fact that it has gone down hill. We also know, for a fact, that WDW isn't putting as much time or effort into training its employees. We have heard this from past and present employees, and from the experts on Disney.

And the last post is just ??? I just don't understand that logic. If people are complaining about not getting towel animals in the rooms, that are already charged at a massive premium, how about you tell all the cleaning staff to spend the what, 10 - 20 seconds it would take to make a towel animal in each room they clean ? Thats literally all it would take.

By this kind of logic we should never complain about anything we would like to have experienced but didn't because then disney will just make sure it never happens. They don't "have to stop the practice" that's a choice, and a bad one if you ask me.

 

[dancemonkey]

We just had a lovely time at Disney. Lots of wonderful CM's.