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

[Tonka's Skipper]

We were there in the fall and found the CM's there usual wonderfully friendly selves. If anything they were more helpful with the changes which were new to us.

 

[lovethattink]

OP here... I wouldn't say that we've encountered any cast members that have been outright rude nor did we have an expectation for them to be super upbeat/happy/chipper, etc. We have also encountered some great and friendly cast members, but overall I have felt a range from indifference to disdain. This has been especially true when we've had to ask about why our Memory Maker isn't registering, why it's been over an hour without a bus to Studios, and letting them know about the broken blaster.. When I say that we're nice about it, that's not just fluff. It is always my husband that asks, and he is always VERY nice, polite, and courteous when it comes to asking for help or assistance. Always. We have not framed anything as a complaint and say nothing of trivial issues. I don't have an expectation that it will be fixed right then and there, but it would be nice if we didn't get such indifferent reactions -- not even a thanks for letting them know. This attitude from cast members has been especially prevalent at attractions.. It makes us feel bad for even being here, like we're bothering them by existing or something. Could it be because it's just my husband and I and we have no kids? We are 20s/30s age range.

I should add that this has mainly been at our resort (French Quarter), Studios, Magic Kingdom, and The Wave. We haven't been to Epcot yet and everyone at Animal Kingdom and Boma was pleasant.

Perhaps you should stop by Guest services if you're still at WDW. Best to address your disappointment close to the time they occur rather than have it build and remain a negative impact on your vacation.

 

[goofy4tink]

I'm here now. Was here in early Dec, late July, and late May. I've noticed more and more CMs chatting to each other, rather than welcoming guests. Or, if presented with an issue, not seeming to care very much.
On the other hand, I saw a lot of 'magical' CMs yesterday...interacting with guests.

 

[leebee]

I think there are two kinds of cm's. The "older" ones who have been there a while who were trained well in customer service. They go above and beyond and their main goal is for the customer to have a magical trip. They are really "into" the job and are always smiling, chatting with guests, waving to kids etc. We all have encountered these amazing cm's. Truly worth their weight in gold IMO.

Then we have what seem to be the younger cm's, not all younger ones just some. They are more like what you would find at your local mall. Kind of indifferent, kind of not willing to help unless they have to. Checking cells phones, talking to coworkers etc. Not sure if their training is different or what. I don't think they are horrible, just not quite as polished. Not what many are used to at Disney.

(DISCLAIMER: I am not a CM, but my BIL has been a part-timer for 15 years and my DD has been accepted into the DCP twice, along with friends, so I don't speak from my direct experience, but from what I've gleaned from them.)

Over the last decade or so, Disney has come to rely on the College Program for the vast majority of their temporary/seasonal employees. "Traditions," the training program for cast members, has been cut from a week to a day. I'm not saying DCP CMs are bad or irresponsible, but it means they have a younger group of employees who have far less training, and might look at these semester-long positions differently than someone who is a full-year (but not necessarily full-time) employee. DCP CMs are overworked, for sure, but they know the pay scale, possible shift hours, and living conditions before they sign on. IMO, Disney is not expecting the same level of performance from their CMs now as they did 10 years ago, and the DCP CMs training and attitudes are different, too. Those of us who have been going to Disney for a LONG time have seen the changes... not that it's terrible, but 10 years ago you NEVER would have found 2 cast members at an attraction standing around chatting with each other; they'd be focused on the guests and the job, not on their phones. (To be fair, I think Disney is asking CMs to use their phones for work-related communications, now, instead of relying on headsets and area managers, so we see more CMs on their phones... but I also believe many of the CMs take advantage of this.)

 

[Nancyg56]

In ten years we have only had two less than magical encounters. And honestly, I had to think about it before I answered because they were so incidental they don't matter.

I am always amazed at how kind the cm's are. We are always treated well and always notice how the cm's go above and beyond to make our visits special.

 

[Burnedout]

I'm here now. Was here in early Dec, late July, and late May. I've noticed more and more CMs chatting to each other, rather than welcoming guests. Or, if presented with an issue, not seeming to care very much.
On the other hand, I saw a lot of 'magical' CMs yesterday...interacting with guests.

This was our experience also. My mom was accused at check in when our room was 2 hours late of having "just been told that it would be late". It had been 2 hours since we had last asked. (THe room was done. They just hadn't texted us.) When I stepped in a supervisor checked and the employee apologized and we were given a room credit based on her rudeness. To accuse a patient old lady of being a pest was out of line.

The supervisor rocked it though. She took away the negative feeling.

Here was a disparity between the good and the bad. Rather than just a night standard throughout.

 

[sharona]

We arrived on Saturday and have sadly been pretty disappointed. A good number of the cast members have just seemed to be in a bad mood. We've also experienced quite a few issues and when we have asked for help or let a cast member know about something (always in a very nice way) such as a broken blaster on TSMM, we have been either brushed aside or passed off to another person over and over until we give up -- the cast members just don't seem to care much at all. This trip has been truly disheartening so far. Is anyone else experiencing the same? It didn't feel this way the last time that we were here (two years ago).

It stinks to run into people who are obviously not enjoying their job, especially when you are on vacation and in a great mood but I would not feel "disappointed" or let it put a damper on my trip.

On our trip in Nov. 2015, we ran into 2 rude CMs. The majority of the others were fine, but it felt like most of them were just putting in their hours until the end of shift, just doing their jobs. I think we were accustomed to CMs that were always upbeat, friendly, helpful... who really meant it when they said "Have a magical day." On our last trip I felt that many had an attitude of indifference, like they were just mailing it in.

I noticed on our trip in December that there were not as many CMs as I was used to seeing. I'm sure WDW employees, like many workers in this country, are being asked to do more with less. It's hard for employees to remain invested in their jobs when they are stretched too thin. I think Disney will have a problem maintaining their "culture" of friendly and guest focused service if they continue down this path.

OP here... I wouldn't say that we've encountered any cast members that have been outright rude nor did we have an expectation for them to be super upbeat/happy/chipper, etc. We have also encountered some great and friendly cast members, but overall I have felt a range from indifference to disdain. This has been especially true when we've had to ask about why our Memory Maker isn't registering, why it's been over an hour without a bus to Studios, and letting them know about the broken blaster.. When I say that we're nice about it, that's not just fluff. It is always my husband that asks, and he is always VERY nice, polite, and courteous when it comes to asking for help or assistance. Always. We have not framed anything as a complaint and say nothing of trivial issues. I don't have an expectation that it will be fixed right then and there, but it would be nice if we didn't get such indifferent reactions -- not even a thanks for letting them know. This attitude from cast members has been especially prevalent at attractions.. It makes us feel bad for even being here, like we're bothering them by existing or something. Could it be because it's just my husband and I and we have no kids? We are 20s/30s age range.

I should add that this has mainly been at our resort (French Quarter), Studios, Magic Kingdom, and The Wave. We haven't been to Epcot yet and everyone at Animal Kingdom and Boma was pleasant.

You are way too worried about what they think/feel about you being there. Just enjoy yourself without worrying about the CMs attitudes or feelings.

 

[Poppybeach]

We have been many times in the past few years and while I can't say we have had amazing "pixie dust" moments I hear in from others.....we have always been treated with courtesy and politeness. We have had magic band issues, reservation issues, etc and have always had our problems dealt with efficiently and with a smile. I have witnessed horrible treatment of CMs by other guests at parks and resorts and I have been impressed by the CMs ability to keep that smile in place. I'm not saying there aren't cranky CMs out there but it's a tough job and I can understand how that smile might slip every once and awhile. I do find that young people working in the World Showcase in Epcot might not be as friendly, but that might be a cultural thing as opposed to the CM just not being friendly.

 

[Dis703]

Our last two trips were this prior May and October and every CM we encountered was pretty fabulous. Everyone smiling and helpful and lots of additional pixie dust was sprinkled our way throughout our vacation. In the past I have come across one or two that definitely did not seem happy to be there, but IME they have been few and far between.

 

[HopperFan]

(DISCLAIMER: I am not a CM, but my BIL has been a part-timer for 15 years and my DD has been accepted into the DCP twice, along with friends, so I don't speak from my direct experience, but from what I've gleaned from them.)

Over the last decade or so, Disney has come to rely on the College Program for the vast majority of their temporary/seasonal employees. "Traditions," the training program for cast members, has been cut from a week to a day. I'm not saying DCP CMs are bad or irresponsible, but it means they have a younger group of employees who have far less training, and might look at these semester-long positions differently than someone who is a full-year (but not necessarily full-time) employee. DCP CMs are overworked, for sure, but they know the pay scale, possible shift hours, and living conditions before they sign on. IMO, Disney is not expecting the same level of performance from their CMs now as they did 10 years ago, and the DCP CMs training and attitudes are different, too. Those of us who have been going to Disney for a LONG time have seen the changes... not that it's terrible, but 10 years ago you NEVER would have found 2 cast members at an attraction standing around chatting with each other; they'd be focused on the guests and the job, not on their phones. (To be fair, I think Disney is asking CMs to use their phones for work-related communications, now, instead of relying on headsets and area managers, so we see more CMs on their phones... but I also believe many of the CMs take advantage of this.)

What can play in to this as well ..... DD did DCP for a year (finished summer 2015). She just graduated college, is highly professional and with a well rounded resume. One of her biggest complaints about the other DCPs is that Disney should never accept any that have never held a job. As you say the work and hours are hard enough for someone used to working. She said they did not know how to speak to guests, did not know how to fulfill their job expectations, they complained constantly and to each other in front of guests, they didn't even know how to answer phones and take messages. One girl gave her a message that a manager needed something and my DD asked her which manager - the girl never asked their name. DD gave her lesson in how to answer phones, what to say, what information to get etc ... how does a 20 year old not know that? It makes the other DCPers work harder to cover for them. Many are looking for 4-5 mos of fun and don't realize what they are getting in to because they have nothing to base it on. These will often be the ones that come off rude and indifferent.

Sadly these are the face of Disney in the parks and across the resorts.

 

[leebee]

What can play in to this as well ..... DD did DCP for a year. She just graduated college, is highly professional and with a well rounded resume. One of her biggest complaints about the other DCPs is that Disney should never accept any that have never held a job. As you say the work and hours are hard enough for someone used to working. She said they did not know how to speak to guests, did not know how to fulfill their job expectations, they complained constantly and to each other in front of guests, they didn't even know how to answer phones and take messages. One girl gave her a message that a manager needed something and my DD asked her which manager - the girl never asked their name. DD gave her lesson in how to answer phones, what to say, what information to get etc ... how does a 20 year old not know that? It makes the other DCPers work harder to cover for them. Many are looking for 4-5 mos of fun and don't realize what they are getting in to because they have nothing to base it on. These will often be the ones that come off rude and indifferent.

Sadly these are the face of Disney in the parks and across the resorts.

There has also been a change in how they hire DCPers. First time around for the program, in the phone interview DD was asked all the questions you find online: What does Disney mean to you, how would you help a guest have a magical day, etc.- all the touchy-feely stuff you'd expect from Disney. For her 2nd program, the phone interview was very straight-forward and basically they just reviewed the application. She was pretty taken-aback by this, because it was SO not Disney-like. DD also said that the 2nd time around, there were significantly more DCPers who were interested in playing/partying and/or for whom this was a first job. I can't help but think that this is why many of us find the CMs less responsive, less involved, less whatever than they used to be.

 

[DSLRuser]

It's you . . . : )
!

I know you did the smiley face, but there is a lot of truth to your statement. Sorry to the OP. But I see you the response you get back from people, be it cast members or other park goers... heck even at the mall is a reflection of the vibe you give.

Not saying tis is you at all...I dont know you.

But if you have a scowl on your face, or talk loud, talk short, look like you are from new york city, people will tend to treat you the same way in return. Just human nature.

And truth or not. People from the east coast have a general reputation of not being friendly to random strangers.

 

[loves to dive]

We've been going since the early 80s, have we noticed differences, I would be lying if I said no but, having said that it isn't anything that you don't see everywhere now days. We do occasionally run into a rude or not so happy cast member, but we always try to be polite and happy right back. You'd be surprised just how far a how are you doing to a CM goes who has most likely dealt with a lot of people all day who think they are the only ones in the place. A please, thank you, pardon me and a smile go a long way. My son has worked in the service industry his whole life with a small break while a Corpsman in the Navy, which is still service and is overly aware of making sure he is always polite to others working in the industry. I've noticed in my job that customer service is pretty much non existing now days. I'm southern and have actually had vendors, that we are paying large amounts of money to, make fun of me over the phone and I've even had them talk down to me thinking because I have a southern accent I must not be too bright. Being southern, I'm a master at the polite put down though. WDW is like any other place that services the public, there are going to be people who are having a bad day or just resent the fact that they actually have to work for their pay check, thankfully we run into more of the ones who while they might not be enjoying it, at least pretend they do.

 

[Clifton Tesh]

And truth or not. People from the east coast have a general reputation of not being friendly to random strangers.

Now now, you can't group all states on the east coast into this category. Almost everything below Virginia is known for their excessive friendliness.

 

[redsbe]

Although it is possible that CMs have changed, another factor is that the visitors have also changed over the last decade or so. Many of us expect more (likely in some cases because we are paying more), are more responsive and sensitive to behavior by CMs, and social media (including this Board) allows for much more public sharing of concerns and examples of poor and rude CMs. Overall the service industries and face to face customer interactions are not the same as in past, due to actions, attitudes, demands, expectations and behaviors on both sides of the interaction. Personally I have not noticed major changes or issues with CMs over the 15+ trips since 1990s (I am cure you could always run into a CM having a bad day, but how you respond to it or note is also a factor), but can see why others may have different experiences. When in WDW I tend to focus on my experience and enjoyment and that of my family with me, and in that environment much less likely to notice the behaviors of others including CMs unless it is pretty serious. For example, if I pointed out a problem with an attraction to a CM and they dismissed it, I would tend to simply move on and not take note of their attitude (figuring having been working on the attraction for hours they likely heard the same dozens of times).

 

[DisneyWishes14]

I know you did the smiley face, but there is a lot of truth to your statement. Sorry to the OP. But I see you the response you get back from people, be it cast members or other park goers... heck even at the mall is a reflection of the vibe you give.

Not saying tis is you at all...I dont know you.

But if you have a scowl on your face, or talk loud, talk short, look like you are from new york city, people will tend to treat you the same way in return. Just human nature.

And truth or not. People from the east coast have a general reputation of not being friendly to random strangers.

Discriminate much? Shall we discuss the reputation of people from fly-over states? I'll refrain as dealing in stereotypes is pretty narrow-minded.

How the heck would a CM know where a guest is from?

OP, WDW is the largest single-site employer in the US. With the number of people they need to hire in order to run the resort, you are bound to get some bad apples. We've been to WDW 30+ times and, thankfully, the good encounters have far outweighed the bad. I've only had two actual rude encounters and guest relations dealt properly with both. I will concur that there is a lot of buck passing that goes on there if a problem arises. And, in some lovely conversations I've had with college program participants, I've been shocked at how little they know about WDW. I met two working in retail who hadn't even stepped foot inside one of the parks.

My advice is try to let it go and enjoy the good moments. I'm hoping your experience will be like mine and the good will outweigh the bad.

 

[ChattaAlley]

And truth or not. People from the east coast have a general reputation of not being friendly to random strangers.

Haha where do you get your info from? Totally not true btw

 

[neile45]

We did not, I did notice that a couple of CMs that "avoided" us, but overall they were all great. I even had one young lady dance with me while waiting to get on a ride.

 

[ArwenMarie]

I've only had one or two truly rude experiences with CMs.

I don't expect anything from them though, if that makes sense. As long as they get me on the ride or whatever I am trying to do, I'm good.

I wonder if the constant crowds are taking a toll in general. It's hard to work like that, it starts to wear on you.

 

[MrKnight]

I have noticed that the few times I have experienced poor service it was normally been at the attractions in the parks, and I can kind of see why this could happen (not that its excusable) considering the line-level nature of these jobs in comparison to other more desirable jobs at WDW and the fact that they are normally getting paid minimum wage in these type of jobs. I would never take anything seriously from an attractions CM unless it is a safety instruction, if you have a genuine issue and the CM is not being helpful or speaking to you in a rude manner then you can always request to speak with a manager. As a former WDWCM I can assure you that most managers will not tolerate this kind of behavior from their CMs, the issue is that normally disgruntled CMs act this way when they are not being supervised, it takes a guest complaint or performance issue for the CM to be spoken to by their boss.

On another note, I also think the new management structure being rolled out at WDW may help improve guest service where it may be lacking, checkout this interesting thread:
http://www.disboards.com/threads/wdw-management-reorg.3477939/