Here now, a little annoyed :/

[maxiesmom]

Meh, again, to me - just another excuse. If guests want it, for the price they pay for the room, and the increasing prices they pay, they should be getting it. And yes, it takes a few seconds to create them. Do you need some training ? Maybe, but again its not going to be much. I worked serving for a caterer for a while, we learned how to make flowers and animals out of the cloth napkins, took all of 15 mins for someone to teach me how, and took about 10 seconds per place setting to make. Even something as simple as the mickey ears on he bed would be great.

You don't need to give the guests every single thing they want. To me, that is making excuses for guests to be rude and demanding. And that attitude has caused Disney to do away with a few extras, because people couldn't grasp they were meant to be extras. Even when Disney tried to do The Year of a Million Dreams there were guests chasing down the CMs in the parks, demanding they get something extra.

 

[siskaren]

Even when Disney tried to do The Year of a Million Dreams there were guests chasing down the CMs in the parks, demanding they get something extra.

Oh, my God, I remember the whining on this board during that promotion from people who didn't get anything, who had been going out of their way to try to make it happen.

 

[maxiesmom]

Oh, my God, I remember the whining on this board during that promotion from people who didn't get anything, who had been going out of their way to try to make it happen. :eyeroll

Were you at the parks that year? I was. It was shocking watching the behavior of some of the guests, how they chased the CMs down looking for freebees.

 

[Ellwood970]

I think you are all being to picky try giving someone a break now and then or smile and say something like "thanks for taking the time to help me".

 

[::Snow_White::]

Whoops, I got a little busy. Guest Relations absolutely should be assisting you with recognizing a Cast Member, that is part of their job and it really helps CMs at their workplace. You can try to email wdw.guest.communications@disneyworld dot com, but Guest Relations should provide you with either an Applause-o-gram (if they still have them), great service card, or another form of recognition. I recently had a family visit GR to leave a note about me and it goes through the manager and then delivered to us! Just make sure to try and get at least their name and workplace (and preferably city since cast often have the same name).

 

[gdrj]

So, would you be as equally vociferous if they responded, "My pleasure!"? They are, after all, being paid to perform that service...

Frankly, if I can get any response at all to a "thank you," I consider that a major victory.

My pleasure would be fine.

 

[siskaren]

Were you at the parks that year? I was. It was shocking watching the behavior of some of the guests, how they chased the CMs down looking for freebees.

Yep, I was too, and I actually got a Dream Fastpass at MK. The thing though is, I didn't get it by chasing down CMs. I got it by deciding to switch up my normal routine of riding Space Mountain first and instead rode Splash Mountain first, and there were CMs at the end of the ride handing them out.

 

[Davey Jones II]

Were you at the parks that year? I was. It was shocking watching the behavior of some of the guests, how they chased the CMs down looking for freebees.

Thanks to entitled jerks like that, Disney will probably never do another promotion like that.

 

[DisMommyTX]

We are at WDW now, and every cast member has been polite, though more than usual seem uninformed. Fewer than half have actually helped me get answers to my questions. For example, I asked a CM in the lobby if she could help me find a Bounceback flyer (which is nowhere to be found in my room) or to figure out the number to call. She knew what I was talking about (yeah!) but told me I would have to wait in the mile-long check in line at guest services to ask them for the phone number. She joked about how long the line was, but made no extra effort to help me solve the issue, instead suggesting that I come back later when it was not so busy. I thanked her and walked away, then searched here to find the answer. Not an unacceptable encounter, but she probably could have stepped behind the couter and found the number for me in less than 15 seconds. That would have been much more helpful, and I think a reasonable level of service.

My daughter was shopping for a phone case, but whenever we asked a CM working in that area of a store whether there was another store in their same park that might carry more phone cases, we were met with blank stares and baffled responses.

We also had the second experience of a lost bus driver. Last time we watched him make a wrong turn and took an extra 10 minute detour through a cast parking lot, which was actually kin da interesting. This time I can't imagine what went wrong, but our usually 12-15 minute ride from MK to POR took over 40 minutes Friday night! How hard is it to give bus drivers turn-by-turn gps.

Oh, and fwiw, very few of our challenges have been with CM's anywhere near college-aged!

 

[Heidi Myers]

You pay peanuts, you get monkeys! It is unfortunate for both parties...

 

[PrincessJo]

I completely understand what you mean about stress, but at the same time, in order to keep the pay we currently have (generally speaking) we have to perform to the expectations our employers expect. If we cannot do that then we (generally speaking) could lose our current employment status. When you have bills to pay, some dollars is better than no dollars. I don't think anybody is being forced to stay with Disney against their will. If somebody does not like the pay, atmosphere, morale, culture, etc, they are always free to apply elsewhere.

Yes, but it would be nice if some would have a little more understanding as to what others are going through. Not every single person can wear a huge smile EVERY single day ALL day. It's just not possible. Maybe she is the perfect employee every other day, and she was just having a bad day. I'm just tired of everyone being so quick to judge all the time and running to social media to bash others or complain. I was in retail for several years and it's impossible to be perfect every day. I'd like others to try a little compassion. I don't see that much anymore these days.

 

[mom2rtk]

Yes, but it would be nice if some would have a little more understanding as to what others are going through. Not every single person can wear a huge smile EVERY single day ALL day. It's just not possible. Maybe she is the perfect employee every other day, and she was just having a bad day. I'm just tired of everyone being so quick to judge all the time and running to social media to bash others or complain. I was in retail for several years and it's impossible to be perfect every day. I'd like others to try a little compassion. I don't see that much anymore these days.

That has always been the case. Yet something seems worse in recent times.

 

[Lothlórien]

Yes, but it would be nice if some would have a little more understanding as to what others are going through. Not every single person can wear a huge smile EVERY single day ALL day. It's just not possible. Maybe she is the perfect employee every other day, and she was just having a bad day. I'm just tired of everyone being so quick to judge all the time and running to social media to bash others or complain. I was in retail for several years and it's impossible to be perfect every day. I'd like others to try a little compassion. I don't see that much anymore these days.

It is completely fair for people to have a bad day. I seldom say anything when anybody at retail/Disney Park/Cruise Line is unkind because you just never know when they are dealing with cancer, a dying parent, a sick child, divorce, etc.

However, my response was not addressing a bad day. I specifically quoted and referred to the statement about CMs being unhappy about their jobs. A bad day is completely different than hating/disliking your job because of the way Disney does things. There are some circumstances we can change.

Your post I quoted:

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

 

[recmouse]

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.

My daughter did the College Program. It's pretty much slave labor for Disney. She doesn't regret doing it but she worked VERY long days one after another. Didn't get to work in any of the choices she put down... same thing for her 3 roommates.

 

[PrincessJo]

@ Lothlorien... Oh good grief. Way to nit pick. I have a friend whose husband was laid off on Friday and now their house is up for sale. Friday she had a good, positive day because she was hopeful. Today she is having a hard time. My comment still stands.

 

[AnnaKat]

I don't understand how CMs are allowed to complain about their work, their supervisors, their schedule, etc., in front of guests, whilst ignoring the guests. First of all, low pay or not, they are not being paid to complain whilst on the clock. They are also not being paid to not do their job and not serving the guest. The fact that Disney allows CMs to do this is lime saying that the guest experience is supposed to be lousy--like Disney wants you to be served by CMs that hate their jobs SO MUCH that they must talk about it in front of the guests! NEXT Disney could start allowing CMs @ the resort check-in desks tell their guests, " You will have to wait to get checked in until I go & vent my job diss-satisfaction to a fellow CM." AND the Mousekeepers could stand in the hallways, complaining about their jobs & how they hate their supervisors! Then when a guest's room is short on towels or was never vacuumed or dusted, the manager can blow it off & say that Disney allows poor CM attitude, diss-respectful talk, & poor service.

 

[Davey Jones II]

You pay peanuts, you get monkeys! It is unfortunate for both parties...

Yes, but some of the monkeys are wearing suits...

 

[MamaMaleficent2016]

Yes, but it would be nice if some would have a little more understanding as to what others are going through. Not every single person can wear a huge smile EVERY single day ALL day. It's just not possible. Maybe she is the perfect employee every other day, and she was just having a bad day. I'm just tired of everyone being so quick to judge all the time and running to social media to bash others or complain. I was in retail for several years and it's impossible to be perfect every day. I'd like others to try a little compassion. I don't see that much anymore these days.

I would like to offer a different perspective on the thought that we should excuse poor CM service because they may be having a bad day.

I have worked in Customer Service as a front line employee and as a manager. If there is something going on in your personal life that will impact your ability to provide the level of service your employer expects, then you shouldn't come to work that day. Employees in customer service are given clear expectations of the service delivery requirements. It is part of their job description.

I agree we should be empathetic to other humans and their unique situations. But if that human puts their CM badge on and comes to work, then they need to deliver on the expectations of the job.

Also, I've had experiences with customers that would make your head spin. But again, as an employee in a service field, my reaction and handling of every situation reflects on my employers and is expected to meet a certain standard. The CM can't control Jane Guest's behavior but they are always in control of how they react and respond to Jane Guest. And being professional and polite is I'm sure what is expected at all times.

Is customer service an easy job? No. Is every day rainbows and unicorns? Heck, no. But customer service is the job and every interaction the CMs have with a guest are impactful and reflect on Disney as a whole.

 

[goofy4tink]

Seriously?!? This is akin to Santa's off-duty helpers at the mall telling the kids in line that Santa isn't real. It's one thing if kids ask if the characters are real or figure it out themselves, or even if an older child lets it slip inadvertently, but this is beyond the pale.

Sorry, but nothing would have been able to stop me from snapping their photo & heading immediately to GS to see a manager. As a teacher I continue to be 'on-stage' at the grocery store, mall, cinema etc. It's part of my 'role.' Wow. Just wow.

I think I might have done this....I might have gotten into the conversation with them, been all excited and asking how they liked their jobs, where they were from, even their names. Then I would have tried to get a photo of one or two of them. I would then have gone to GR and mentioned what had happened. They are trained in 'character integrity', they know the drill. They were, as suggested, just trying to be 'important', but that doesn't give them the right to ruin the 'magic' for others.

Ooh I didn't know you could stop by GR when you're had a great experience with a CM. I will have to do that next time. We had so many on our Dec 2013 trip and unfortunately, not so many on our June 2015 one.

I have actually stopped at GR more times to give a positive report than a bad report!!! The CMs at the counter are always so surprised when they find it's a 'good' report!!! They are very happy to take those reports!

Were you at the parks that year? I was. It was shocking watching the behavior of some of the guests, how they chased the CMs down looking for freebees.

It was awful. I have the special 'ears', a few dream passes. I never stalked a CM. Of course, they were easy to spot! I did watch guests following those CMs around, just hoping to be in the right spot at the right time! It seldom helped. The CMs weren't stupid!! Of course, there was one time my friend and I got really silly. We walked up to one of the YOAMD CMs, asking if we could take a photo with him...he looked at us very suspiciously, and say 'sure? I guess so'. He then told us he had a little something for us...but we stopped him dead in his tracks, saying we didn't want anything, just the photo. He said it was just a sticker!!! But he was really surprised when we told him we wanted nothing!!!

I can only hope that if any of you run into my dd next fall, you have nice things to say. I hope that she is able to keep that Disney magic alive for others, the same way she was treated when she was a child in WDW. Sure, she might have a bad day, or night, or have personal issues. But, hopefully she knows enough to put a smile on her face and do the job. If I thought she was standing around, chatting about stuff with other CMs, while ignoring guests? I would be very disappointed! Yes, if there is a safety issue or guest issue that needs to be resolved, fine, talk about it. But, when I say I've been ignored by CMs who are standing there chatting? They weren't talking about work issues....they were discussing the previous evening's 'festivities'!!! I don't ask much..just look my way, say hi, or have fun, or something. Don't look as if a guest is bothering you!!!

I have been in a park with a CM....off duty. I was amazed when she helped out guests, in the best Disney fashion. The guests were amazed as well. She never said she was an off duty CM...she just helped them out, guest to guest. I watched that happen more than once. This young woman is a huge asset to Disney. She has been moved from the front lines to a more backstage spot (in CS)....all in order to get full time hours. It's too bad because she is absolutely incredible working with guests, and other CMs. I can only hope that my dd emulates this CM behaviour!!! Yes, she will be working long and miserable hours. No she won't be paid big bucks. But...she is fulfilling a dream of 10 yrs...she has wanted to work at WDW since she was 12! Maybe even longer. So, to be able to get her foot in the door, even if it meant making popcorn, she was ready to do it! It will be interesting to see what her thoughts are in Jan, when she finishes her DCP program.

 

[mom2rtk]

Were you at the parks that year? I was. It was shocking watching the behavior of some of the guests, how they chased the CMs down looking for freebees.

We were in the parks that year. Twice. And we LOVED it. Never won a darn thing. Not a single fastpass, not a single set of ears. But we loved the anticipation of heading into the parks knowing we might be staying in the castle that night. And honestly, I never saw poor guest behavior either.