Here Now. Is it just me or are cast members not as friendly?

[Planogirl]

I see two issues here. The customers are getting more and more demanding and the workers are getting less and less attentive. I don't mean all of course but generally speaking.

I usually side with the workers because I deal with the public and they can be awful. I try hard to keep my friendly demeanor but sometimes you feel pushed to the limit and just want to return the attitude. I've been doing what I do for a very long time but it can still be hard and I can imagine that it might be even more difficult for a younger or less experienced worker. So unless the employee is really rude I will cut them some slack.

By the way, someone mentioned a man who loaded people on the Polynesian launch. I think that we ran into that guy too. He was "interesting".

 

[Ron from Michigan]

We just returned Friday from one of the best trips we have taken to WDW. My wife and I took our 8 year old Grandson for the second time and had a blast. The cm's we interacted with were wonderful. We had the best service in the restaurants that we have had in years. The cm's were just fantastic with our Grandson. After 40+ trips it is so nice to see the same type of service from the cm's that we have come to expect.

 

[J and R's mom]

What I have seen since my first visit in 1984, is that WDW CMs have been shifting ever closer to the same level of customer service I get anywhere else...some checking their cell phones, several standing chatting with each other rather than tending to their registers and checking out customers...

Overtly snarky...sometimes, but not often or even rarely. By just enough to remind me of the "real world" more than it used to.

As with most things in life, I've learned to adjust my expectations, ignore what I can and move on with my day.

 

[whiporee]

It's the phones, man.

We're at a weird societal stage because of the phones. Because there is always something you'd rather be doing, and that includes the CMs. It used to be you had a job and you did your job and your time was relatively blocked off -- these hours I'm at work, these hours are the rest of my day. But it's not the case anymore -- now every moment is considered the rest of the day because you have this little thing in your pocket or purse that allows you instant contact with the things you really care about. And its presence reinforces the idea that you don't want to be there, that you'd rather be with Shelly eating that Chipolte she just Instagrammed or with Dave who's psyched about the new game he's playing. Or if you're bored (because boredom used to be a an actual part of life and growing up and is a huge part of every single job I've ever had) there's 6000 apps you can download to help you be less bored. The phones make us all think, constantly, that there's something we'd rather be doing than our jobs, and it leads to dissatisfaction which leads to less enthusiasm. We're becoming less interested in each other and that translates to people who have been on their feet for four hours dealing with customers.

The other thing, to me, is the middle-aged workforce. Not the retirees or the kids (though the kids suffer from phone-dom) but the people who didn't plan for this to be their life. They got laid off, or can't find the word they trained for, and now are pissed off (though grateful for the check) that their life is now listening to people ***** about things that go on during a vacation that they can't afford to take their family on anymore. I've seen disinterested young CMs, but the only rude ones I've encounter have been the middle-aged ones, who I imagine can't fathom how this became their life.

But mostly it's the phones.

 

[anniemae]

I agree about the phones. Many will come and say the cm's communicate with their bosses via texting, which may be true, but I am sure many are not using their phones for work purposes.

Used to be you clocked into work and that was it, you were in work mode. No contact with anyone outside your work, unless you quickly checked in at home (on a land line). Everything else waited until work was over and you clocked out. That was when you met up with friends, made personal calls, watched the news, etc.

Now with cell phones, it is so easy to check e-mail, play a game, see what's happening on Facebook/Instagram/twitter, text someone, make plans, watch a video etc. Its like we are so connected to everyone and everything that people are not "present" anymore. We are always checking something, watching something, playing something, texting someone. Our heads are bent over our phones. connecting.

Problem is, we are DISCONNECTING from those right in front of us.

 

[11290]

CM's (in a lot of areas) are now "allowed" to use their personal phones for "clocks", particularly in areas where clocks are not visible from their location. In addition, Coordinator, Manager, Maint., some merchandise, some character attendants and a variety of other CM's are issued iPhones for use in park communications. CM's are not always (some might be though) on FaceBook when they have their phone out while onstage.

 

[ChloesDaddy]

CM's (in a lot of areas) are now "allowed" to use their personal phones for "clocks", particularly in areas where clocks are not visible from their location. In addition, Coordinator, Manager, Maint., some merchandise, some character attendants and a variety of other CM's are issued iPhones for use in park communications. CM's are not always (some might be though) on FaceBook when they have their phone out while onstage.

I think they should issue pocket watches to keep with the theming in some of the MK lands -- Frontierland, Liberty square, even Fantasyland. White Rabbit and Cogsworth had pocket watches, right?

 

[Lothlórien]

We went to DHS yesterday evening. Every cm we encountered was friendly.

We were greeted by security.

Greeted by the tapstile cm.

At GS when we got DS' DAS renewed, the cm saw his costume was kind of coming apart and offered us tape and safety pins!

The 5:30 singalong was canceled and cm were doing a great job of explaining it to guests and giving paper fp for other attractions.

All the cm were fabulous at Launch Bay.

And as we exited the park 3 different cm wished us a good night.

This is generally how my/our experience is as well.


I spend a good deal of time chatting with CMs on my vacations. They deserve to be treated just as well as the guest is treated. I do not think people realize that the CMs ARE Disney. They serve people all day long. They get yelled at, cussed at, etc and still they remain calm and follow policy. I am not sure I could do what they do and keep my composure.

 

[Jennasis]

I think they should issue pocket watches to keep with the theming in some of the MK lands -- Frontierland, Liberty square, even Fantasyland. White Rabbit and Cogsworth had pocket watches, right?

And an abacus at the gift shop in China.

 

[leebee]

I agree that it's the phones that make CMs appear inattentive and self-involved. Even if CMs ARE using them for an approved reason, I have a hard time believing that they aren't also doing a "quick check" of other sites. Let's be honest... we all do it when confronted with a electronic access. How many of us quickly check our personal email at work when we are only supposed to be doing work related activities... or check the DIS? I teach school and my husband teaches University, and it's always astounding to us how much time people spend on their phones, in every and all situations.

I honestly find using phones as a watch a lame excuse- get a watch. Then there's no issue with being distracted by non-work temptations. I don't know why Disney no longer enforces this with their CMs. When you are at work, put your phone away and do your job. Interact with the guests, be friendly and attentive, and remember- you are at WORK, not at play.

 

[larryz]

Let's be honest... we all do it when confronted with a electronic access. How many of us quickly check our personal email at work when we are only supposed to be doing work related activities... or check the DIS?

It all depends on the company you work for. Many have "liberal" use policies so that users won't go out of their way to get access, potentially dorking the network or their workstation in the process.

Many of the policies include "reasonable" personal use, subject to a manager's definition of "reasonable."

Personal example, I could easily justify checking news and weather sites. And any "custom" email sites are blocked (mail.username.XXX) -- people can only get to major ISP's (g-mail, yahoo, or MSN) to check personal email...

The DIS would earn me some special scrutiny, I'm pretty sure.

 

[Tonka's Skipper]

Be careful when you use the word "ever." I am in customer service, retail banking, and customers push the envelope for acceptable behavior. I can't count the times I have been yelled at and blamed for a customer overdrawing their own checking account and then some items being returned because they did not have the funds in their account. I remember having a conversation with a customer about trying to cash a check on funds that were not in their account, their response...they spit at me..... and I am not suppose to be rude.

Frankly, someone spit at you, it is considered criminal assualt. I would have called the police, work place or.not.

AKK

 

[Lothlórien]

It all depends on the company you work for. Many have "liberal" use policies so that users won't go out of their way to get access, potentially dorking the network or their workstation in the process.

Many of the policies include "reasonable" personal use, subject to a manager's definition of "reasonable."

Personal example, I could easily justify checking news and weather sites. And any "custom" email sites are blocked (mail.username.XXX) -- people can only get to major ISP's (g-mail, yahoo, or MSN) to check personal email...

The DIS would earn me some special scrutiny, I'm pretty sure.

The company I work for has only three rules about cell phones..... 1) it needs to be on silent, 2) make sure your work is taken care of it before getting on social media & 3) take personal calls into a conference room so that others are not aware of your personal business. Cell phone usage is totally allowed otherwise.

 

[kdisser]

I agree that it's the phones that make CMs appear inattentive and self-involved. Even if CMs ARE using them for an approved reason, I have a hard time believing that they aren't also doing a "quick check" of other sites. Let's be honest... we all do it when confronted with a electronic access. How many of us quickly check our personal email at work when we are only supposed to be doing work related activities... or check the DIS? I teach school and my husband teaches University, and it's always astounding to us how much time people spend on their phones, in every and all situations.

I honestly find using phones as a watch a lame excuse- get a watch. Then there's no issue with being distracted by non-work temptations. I don't know why Disney no longer enforces this with their CMs. When you are at work, put your phone away and do your job. Interact with the guests, be friendly and attentive, and remember- you are at WORK, not at play.

I couldn't agree more!!!!!! If communication with your upper management is the problem find another solution because being on your phone at work is sloppy to begin with. And how hard is it for Disney to equip the CM's with walkie-talkies like retail stores and restaurants do?? End of story put the phone away while at work.

 

[A Mickeyfan]

Sounds like when someone tells you you can't do something, that's rude?

No, it's the tone. And when there are other empty strollers on the patio, at the tables where guests are eating, the explanation made no sense. Yes we were a party of 10, with other children consistent of 4yr old twins and an 8yr old. We were eating outside, not inside, so no fire codes to worry about. Yes, the CM was rude on her tone. If you were not there to hear it, how could you say she wasn't? ????? I'm a former CM and I know how to answer a guest. I also know you never tell them to limit their camera to one. Yes, that is unacceptable and out of character.

 

[A Mickeyfan]

CMs using cell phones for private use while working are a flat out no no. They can be written up for that if caught. They should never do that. If they are provided one to communicate with others during their shift, then they must. There are some things they must do. I agree it doesn't look good as a guest really does not know by looking who the CM is speaking with

 

[A Mickeyfan]

To answer the question for those wondering why an 8 month old cannot sit in a high chair, they have those wooden high hairs and she cannot sit up unaided. There is no way to tilt the chairs back a bit and they have so much room on the sides, she would slide. They are made for babies who have been sitting up unaided for a while. To answer why we did not hold her, it's hard to hold her and eat at the same time. As I said, there were 3 other children in the party, of which they could not hold her. Pretty pitiful that I must explain reasons to people. Her mother is pregnant & wasn't feeling well (reason we stopped there to eat), her grandmother took a fall before their trip and had a hard time holding her and I cannot hold more than 15lbs. Regardless what our personal situation was, a CMs tone of voice should never come across as rude. ... and yes I do sound annoyed now myself that I would even have to explain this. I am a passholder and go every 6 weeks but my aunt paid $3200 for tickets for their family. They weren't looking for anything above and beyond but on the same token, they weren't expecting rude behaviors either

 

[A Mickeyfan]

But sometimes "having a good attitude" to one guest is "not doing their job" to another. For example. If you've been standing in line at a character spot for 30 - 45 minutes and the party ahead of you decides to fumble around with three different cameras, taking three times as long as it should, then you might expect the CM to address the situation with that party of people so that they know they aren't being considerate of you and the others still waiting. Likewise, if you have left your stroller outside of a restaurant and are holding an infant while eating your meal, you might not be happy to see a party of ten people with an infant in a stroller come rolling up into the middle of the place. You might complain that the rules aren't being enforced fairly. And you'd be right.

I've seen people on here get irritated when CMs DON'T "do their jobs" by enforcing rules and policing inappropriate behavior. But then when they DO their jobs and enforce rules and police inappropriate behavior, suddenly they're being rude??

They're darned if they do, darned if they don't.

And what if they waited only 5 minutes eith FP and weren't fumbling around with 3 different cameras but had them out and ready to go but the small party in front of them has 2 bratty kids that are hitting the characters and running around? Could that possibly get the CMs a little annoyed and then they go and take it out on the next party because it's a larger group with 3 cameras? ?? And who knows, they may be rude to the next party too because of one family

 

[A Mickeyfan]

90% of the CMs are super. I do not care what anyone says here. Just because they have not encountered a rude one doesn't mean it's the guest. There are rude CMs, just count your blessings that you have been Pixie Dusted to where you have not encountered them

 

[drinkme]

Yes. I have encountered CMs that seemed disinterested, bored, and even some rude ones.

The first time I encountered one was about 6 years ago. It was just a small gesture. A CM in a parade who looked so bored & then she rolled her eyes. It was very obvious (so much that I still remember it). My trip in December I ran into about 5-6 rude/bored/disinterested CMs. But at this trip I ran into so many more wonderful CMs. Maybe Disney is aware of this problem & they are working on it. We can't be the only ones who notice this.