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

[Magpie]

These threads always make me grateful that - for whatever reason, perception or luck! - I've never perceived ANY decrease in cast member friendliness, or general all-round awesomeness. The one time I remember a cast member being less than welcoming was over a decade ago. My kids were trying to collect stamps from all the countries in Epcot, and the old woman at the American Pavilion was very curt with them. But heck... for all I know, her arthritis was acting up and she was in immense pain. Or something else had just happened to ruin her day. But that was one incident, more than ten years ago!

We were just there last December, and we found that the cast members were just as delightful as ever.

Maybe I'm blind. Maybe I'm deluded. Maybe Disney (and society as a whole) really is crumbling around my ears.

But even if all that's true, I hardly think it matters, since the simple fact is that when I vacation at Disney the cast members smile at me and are helpful and friendly, and continue to be a HUGE part of the reason we keep coming back to Disney. I'm grateful to each and every one of them for the work they put into making my vacation a magical one.

I hope I never open of these threads thinking, "It's true! It's all going downhill! Castmembers have become so rude!"

I think - for me! - that might be a sign it's time to find somewhere else to vacation.

 

[TippeeCanoe]

If you think they aren't friendly in WDW, try going to Disneyland Paris, some of them are just plain rude! I have never had an unfriendly cast member on my trips to WDW but it seems to be commonplace in Disneyland Paris. I should point out that there are plenty of friendly cast members at DLP! The trouble with getting an unfriendly cast member at WDW is that it really stands out because the majority will bend over backwards to ensure you have a great vacation!

Parisians aren't exactly known for their outgoing, friendly personalities.

 

[ArwenMarie]

I do think they have to be strict with the strollers or it would turn into mayhem more than it already is. But I can see how that would have been annoying.

The M&Gs are interesting. There is a fine line between keeping the line moving and feeling like you are in an assembly line. I would rather they gave the party ahead of me an extra minute if it means that I don't get rushed either. I think some of the M&Gs are starting to feel really processed and rushed.

 

[Magpie]

My dd1 did not sit until she was almost a year. Even with pt twice a week starting at 4 months. You know what I did, held her. I'm tired, I'm hungry etc etc, excuses. You're a parent, you take care of your child. By the time she was 8 months, I mastered the one-handed meal (with help cutting from my husband). Its part of the package. You get the cooing and cute stuff and the crap. You don't throw a hissy fit and be rude to a cm just doing their job. There were 10 people. If each held the child 5 minutes, everyone could eat with both hands. Its not difficult.

Oh, I agree with you! I was just commenting that child may have developmental delays (and hopefully they are aware of that).

As for the "tired and hungry"... yeah. I'm with you there, too. I held mine constantly. But, I've also seen many, many parents who treat their young kids like parcels to be toted and wheeled from one place to another, and who definitely don't want them in their lap at mealtime. Also, there might have been far less than 10 people in the party willing to hold the baby - some may have been older children, some tottery elders or child-phobic adults.

Me, I always saw having the child in my lap as an educational opportunity - a chance for baby to be at the table, learning (and not strapped into a seat below table level, bored out of its wee skull). I used to feed the baby off my plate, while I chatted with the folks around me. Eight month olds are quickly turning into little people - it's a great age! One of my friends says he learned to engage his severely disabled daughter by watching me interact with my infants.

But I also know other people interact with their babies very differently. And, in the end, most of us grow up into perfectly functional adults regardless (my own mum was a proponent of what she referred to as "benign neglect" ). So I try not to get too judgmental about what I see.

I also do agree they should not have characterized the poor cast member as "rude". She was trying to enforce the rules. They argued her down.

 

[Mac30188]

IMHO, this highlights the problems with statistics and low odd happenings. Even if an event does not happen to 999 out of 1000 people, it really doesn't matter if you are the one. For the individual, it either happens or it doesn't. You see the same problem with reports on bus transportation. Most people don't sit there all day to see how many buses are on time. Even if it is the only time that day the bus is late, if it is late when you are waiting for it, it will color your impression of the entire system.

Without being there, it is impossible to understand the tone and body language used and therefore how skillfully the CM was in doing their job. Even if the CM was rude, that single data point cannot be used as any sort of condemnation of effectiveness of the massive entirety that is the CM team. That being said, the more of these reports that appear, the more likely it is that CMs are not as effective as their previous sterling reputation.

Finally, there is nothing wrong about posting a negative experience on a message board. As long as the post was truthful and not unnecessarily hateful to a person/group, there can be some benefit to clearly discussing a negative event.

 

[Burnedout]

Is there really going to be a new thread started every time a CM looks at somebody the wrong way? It really serves no purpose, and brings down the boards IMO. It's not constructive, not entertaining... what's the point?

Easy to scroll on by if you don't want to read it

 

[ArwenMarie]

Oh, I agree with you! I was just commenting that child may have developmental delays (and hopefully they are aware of that).

As for the "tired and hungry"... yeah. I'm with you there, too. I held mine constantly. But, I've also seen many, many parents who treat their young kids like parcels to be toted and wheeled from one place to another, and who definitely don't want them in their lap at mealtime. Also, there might have been far less than 10 people in the party willing to hold the baby - some may have been older children, some tottery elders or child-phobic adults.

Me, I always saw having the child in my lap as an educational opportunity - a chance for baby to be at the table, learning (and not strapped into a seat below table level, bored out of its wee skull). I used to feed the baby off my plate, while I chatted with the folks around me. Eight month olds are quickly turning into little people - it's a great age! One of my friends says he learned to engage his severely disabled daughter by watching me interact with my infants.

But I also know other people interact with their babies very differently. And, in the end, most of us grow up into perfectly functional adults regardless (my own mum was a proponent of what she referred to as "benign neglect" ). So I try not to get too judgmental about what I see.

I also do agree they should not have characterized the poor cast member as "rude". She was trying to enforce the rules. They argued her down.

I'm confused, are you trying not to be judgmental in this post? Or when you are actually out?

 

[nco91590]

You can't bring strollers into those restaurants because they pose a fire hazard. You can't have a child on your lap during an attraction because they will fall out. You can't just pull up and park anywhere you like. The CM's had every right to address those issues and probably a million more reasons. How else are CM's supposed to enforce policy for everyone's safety? Are they supposed to gently whisper in your ear to "please, might you consider perhaps leaving your stroller outside"? That would be pretty ineffective seeing as though customers in Disney are among the rudest I've ever seen in a public place, ever. People feel entitled to **** all over CM's and staff. I've seen it every single time I go.

So when a CM isn't smiling ear to ear, I just imagine that they had some jerk screaming in their faces just a minute ago, because they probably did. If you've never worked in customer service, you have no idea how truly awful people can be. Add in the long hours, little pay and boiling hot weather, and you can probably imagine why some CM's are skipping around all day long.

 

[Magpie]

I'm confused, are you trying not to be judgmental in this post? Or when you are actually out?

Eh... did that post come across as judgmental?

I was trying to say what I chose to do with MY babies. Which is the same as the poster I was responding to, so naturally I think she's right and correct. But then I went on to point out that there may not have been 10 people capable of holding the baby and different families do the whole baby thing differently, so it probably doesn't make as big a difference as all that, since babies all seem to grow up fine, regardless.

I'm sure the baby is very well loved and cared for.

 

[Burnedout]

You can't bring strollers into those restaurants because they pose a fire hazard. You can't have a child on your lap during an attraction because they will fall out. You can't just pull up and park anywhere you like. The CM's had every right to address those issues and probably a million more reasons. How else are CM's supposed to enforce policy for everyone's safety? Are they supposed to gently whisper in your ear to "please, might you consider perhaps leaving your stroller outside"? That would be pretty ineffective seeing as though customers in Disney are among the rudest I've ever seen in a public place, ever. People feel entitled to **** all over CM's and staff. I've seen it every single time I go.

So when a CM isn't smiling ear to ear, I just imagine that they had some jerk screaming in their faces just a minute ago, because they probably did. If you've never worked in customer service, you have no idea how truly awful people can be. Add in the long hours, little pay and boiling hot weather, and you can probably imagine why some CM's are skipping around all day long.

So if someone is rude to you you don't care? It doesn't affect you?

Frankly if someone witches at me when I have been perfectly polite I'm going to be affected negatively. Screw how others have acted. You accepted a job. The heat and the crowds aren't anything new. Buck up and fulfill your job responsibilities. Including the "have a magical day" smile. Even if that really means something totally different, lol. It is called adulting.

 

[nco91590]

So if someone is rude to you you don't care? It doesn't affect you?

Frankly if someone witches at me when I have been perfectly polite I'm going to be affected negatively. Screw how others have acted. You accepted a job. The heat and the crowds aren't anything new. Buck up and fulfill your job responsibilities. Including the "have a magical day" smile. Even if that really means something totally different, lol. It is called adulting.

Everyone's interpretation of rude is different, clearly. To me, a CM doing their job is not "rude". They're managing masses of people to ensure the safety of everyone. Everyone has a bad day. And it's your line of thinking that CM's are there JUST to sprinkle pixie dust all over your vacation because you paid for a ticket. CM's have a difficult job to do full of people who are trying to thwart all their efforts.

I'm in Customer Service. So on one hand, I agree that good customer service is important, but I don't think every situation requires smiles and rainbows either. Sometimes it's about performing a simple fuction and asking the customer to cooperate for the good of the rest of the crowd.

 

[starjazz]

I think expectations are through the roof at Disney. (some might call it entitlement) Customer service people in just about any other location or industry don't even come close to Disney service folks (on the whole). Yet, its still not enough because we have expectations of free fast passes, free buttons, backstage tours, hand holding, coddling, back rubs, and a ride to the gas station.

 

[Burnedout]

I think expectations are through the roof at Disney. (some might call it entitlement) Customer service people in just about any other location or industry don't even come close to Disney service folks (on the whole). Yet, its still not enough because we have expectations of free fast passes, free buttons, backstage tours, hand holding, coddling, back rubs, and a ride to the gas station.

Expecting extras is out of line. I totally agree.

The thing about customer service at a place like Disney is that a good attitude, and respecting the people they deal with are parts of the job description. I don't get to pick which parts of my job description I want to do and which I don't. If I fail I would be dismissed.

Disney managed to gain the reputation of great customer service and I do still expect it. It is a part of what I love about visiting.

 

[nco91590]

Expecting extras is out of line. I totally agree.

The thing about customer service at a place like Disney is that a good attitude, and respecting the people they deal with are parts of the job description. I don't get to pick which parts of my job description I want to do and which I don't. If I fail I would be dismissed.

Disney managed to gain the reputation of great customer service and I do still expect it. It is a part of what I love about visiting.

Yes. They are known for their above average customer service. But a CM's job isn't JUST to be nice and friendly. Sometimes, they have to do some crowd control. I had a CM shout an order at me before, and I remember being like...sheesh! "Ok I didn't know!" Or whatever. But I would never let it ruin my vacation. I would just assume that I'm the 25th person in a row that the CM had to say something to. Anyway, going next week and hoping lower crowds = happier CM's. We'll see. I'll let you all know

 

[KateP85]

Expecting extras is out of line. I totally agree.

The thing about customer service at a place like Disney is that a good attitude, and respecting the people they deal with are parts of the job description. I don't get to pick which parts of my job description I want to do and which I don't. If I fail I would be dismissed.

Disney managed to gain the reputation of great customer service and I do still expect it. It is a part of what I love about visiting.

But your expectation of good customer service may be different than others. To me, good customer service means being good at your job (whatever that might be), and being polite. The job description at Disney definitely includes being more friendly and polite than most other customer service positions, but my expectations are reasonable.

I used to be a CM and when I was there, Disney's focus was on four things: safety, courtesy, show, and efficiency - in that order. Safety always came first. So with the strollers, multiple strollers in a restaurant creates a safety hazard and telling guests they can't bring strollers in is more important than being courteous and letting them do what they want. Having a kid on your lap on a ride might be a safety hazard, so telling the guest to put the child on the seat is more important than the courtesy of letting the kid ride on the parents lap.

If something bad happened at Disney because safety was not the number one focus, no one would care that the CMs were friendly. They would ask why they weren't being kept safe.

 

[monorailrabbit]

I'll weigh in on this with a few things - first off I work in a contact center where I speak to people all over the country everyday. I'm from St. Louis, now live in Nebraska. Midwest through and through. I use the same tone of voice and same inflections on every call. Some people think I'm condescending, some people tell me I'm the most wonderful person they have ever spoken to on the phone. My point is that people from different areas have different expectations, different norms they are used to. Some people may be offended or put off by certain things that others don't even realize they are doing. (I.e. I don't mean to sound condescending, this is just how my voice is, and for some reason some people find this offensive) I absolutely get that you are going to the most magical place on earth and expect to be treated fantastically throughout the entire trip - as you should be. However, I feel like some people have a very large sense to entitlement and when they don't get constant above and beyond pixie dust feel like they are having a sub-par experience. My point is this, I try to give everyone the benefit of the doubt, remember they have a lot of people from all walks of like and some with unrealistic expectations, they are doing the best they can. I am at Disney, way better than any other day anywhere else

 

[epcotty]

Personally we haven't encountered rude CMs except for one a few years ago when getting the deposit back for the locker (receipt was a bit crumpled). Apart from that at least in our experience they've been nice

 

[ArwenMarie]

I'll weigh in on this with a few things - first off I work in a contact center where I speak to people all over the country everyday. I'm from St. Louis, now live in Nebraska. Midwest through and through. I use the same tone of voice and same inflections on every call. Some people think I'm condescending, some people tell me I'm the most wonderful person they have ever spoken to on the phone. My point is that people from different areas have different expectations, different norms they are used to. Some people may be offended or put off by certain things that others don't even realize they are doing. (I.e. I don't mean to sound condescending, this is just how my voice is, and for some reason some people find this offensive) I absolutely get that you are going to the most magical place on earth and expect to be treated fantastically throughout the entire trip - as you should be. However, I feel like some people have a very large sense to entitlement and when they don't get constant above and beyond pixie dust feel like they are having a sub-par experience. My point is this, I try to give everyone the benefit of the doubt, remember they have a lot of people from all walks of like and some with unrealistic expectations, they are doing the best they can. I am at Disney, way better than any other day anywhere else

I agree with your part about regional differences affecting how we see customer service. I'm from NJ, I don't expect the CMs to be all cheery and magical. All I want is efficiency really, get me on the ride/bus/tram as quickly as possible (and safe too of course). Ditto for restaurants...don't need a big show, just need to be seated on time and to be served relatively quickly as well and the food to be edible, hopefully good. I don't expect towel animals, but I do expect a clean room. In fact, I don't even want all of the small talk, I just want to get done what I want to get done in the most efficient way. This goes for everywhere, not just WDW.

 

[book_junkie]

Honestly, you're going to get good, bad, and indifferent CM's everywhere you go just like you get good, bad, & indifferent guests. We just put Disney on a higher (the highest) standard, and when we don't get it we're hurt. I can give you examples from my day at MK last week of indifferent, bad, and outstanding.

(Long)

Indifferent: coming off the trams from the parking lot the express monorail was down. Again. Monorail CM's were lined up and telling everyone to go to the ferry boats. I asked if the resort monorail was running; he said technically (as one pulled in overhead) but you really should board the ferry. Now, the resort monorail goes to MK, it's not just for guests staying at the monorail resorts, I know I can ride it to get there, but I just smiled, said thanks, and got on the ferry. On my way out the express was still down, and I took the resort monorail back to TTC. Indifferent because he couldn't be bothered to give complete information.

Bad: I was waiting to scan my band for my fastpass and the CMs were talking at the posts. And talking. As I'm standing there. And I'm not invisible. And there starts to be a line behind me. And they're still talking, and they're blocking the scanners still. I get to learn all about their personal life before they look up and one says, Why didn't you just scan it? I said, you were in front of the scanners. They look down, then move over enough so that we can get through, and then continue the conversation. Bad because they didn't bother with their job.

Good (beyond good): I'm a type 2 diabetic and just got my meds switched. I bottomed after the afternoon parade, and the closest thing was Harbor House. The CM taking my order realised what was happening and expitated the order, left her register, talked to the order fillers to get the food plus a juice, then got another CM to find me a seat. Another CM kept checking on me to see if I was ok every 5-10 minutes. I had all their names before I left, talked to their manager at Harbor House, then went to City Hall to compliment them all before leaving.

 

[Burnedout]

Good (beyond good): I'm a type 2 diabetic and just got my meds switched. I bottomed after the afternoon parade, and the closest thing was Harbor House. The CM taking my order realised what was happening and expitated the order, left her register, talked to the order fillers to get the food plus a juice, then got another CM to find me a seat. Another CM kept checking on me to see if I was ok every 5-10 minutes. I had all their names before I left, talked to their manager at Harbor House, then went to City Hall to compliment them all before leaving.[/QUOTE]

I love this. We have a type one and a type two in our traveling party. And we've seen the same concern and help. Even just a cool place to sit and eat or drink what we bring along when they have seen the panicked look in our eyes!.