How do the CMs do it?

[Happy Birthday Cat]

We stayed at the BWV last week.

I was next in line at the concierge desk when a man already at the desk was berating the CM who was "helping" him because the Magical Express bus was picking him up earlier than he wanted to be picked up. He just wouldn't take no for an answer and kept arguing. The CM kept his composure the whole time and ended it by suggesting that he'd be glad to call the man a cab if he didn't like the ME time.

I give the CMs a lot of credit for what the put up with. I couldn't do it.

HBC

 

[PamOKW]

I can only imagine the stories the CMs could tell!

 

[Beca]

Some of the rudest behavior I have seen at WDW was while I was standing in line to check-in at the BWV....I never fail to be shocked by what I witness.

Some people just don't get the word "vacation"



Beca

 

[mrsswat]

like we teachers could tell.........

 

[DrTomorrow]

We stayed at the BWV last week.

I was next in line at the concierge desk when a man already at the desk was berating the CM who was "helping" him because the Magical Express bus was picking him up earlier than he wanted to be picked up. He just wouldn't take no for an answer and kept arguing. The CM kept his composure the whole time and ended it by suggesting that he'd be glad to call the man a cab if he didn't like the ME time.

I give the CMs a lot of credit for what the put up with. I couldn't do it.

HBC

Oh, there's lots of explanations....

1. CMs are heavily sedated right before starting a shift; a different kind of pixie dust.
2. Hypnotism: makes every guest, no matter how irate, look like the hot chick/stud of the CM's dreams.
3. Financial incentives; the longer a guest rants, the more the 'combat pay' meter keeps increasing (all paid for by DVC dues/MF)
4. The on-site SR/GV (Stress Removal / Guest Vengance) Center, where CMs can unload their tension - and a 44 Magnum - into various guest-shaped items.

Seriously, ITA, HBC. I'm one of those crazy folks - just like dear Beca - who actually tries to brighten the CMs days a little bit, with thank you's, positive comments, etc. So it really fries my bacon (and cooks my eggs and toasts my bread - hey, I'm getting hungry) when some self-important donkey decides to berate a CM because something - usually out of that CMs control - isn't what the guest expects. Even when one has a legitimate complaint (there's a hole in my wall, there's no bed in the bed room, there's feces everywhere ) there's usually no need to raise one's voice; if the CM can't help, get a manager, don't scream.

I too give a tip of the DrTomorrow topper to all those hard-working and rant-enduring CMs.

 

[lsutigger2]

I'm with you guys! I try very hard to be polite and positive. Nothing much ruffles my feathers. Not always a good thing, but the way I am. I don't understand why "self-important donkeys" can't have a little understanding when something is out of the control of the CM. In my book, no one is that important. Can't get the ME bus to you at your time!

moving on ........

 

[gouodux]

I am lucky enough to work for Nordstrom. Some take advantage of what we stand for - the stories are endless!

 

[Sammie]

Sadly I see this more and more and it affects all of us. There is a thread on the Restaurants Forums about a less than stellar visit to California Grill by a guest. The guest also was unhappy with recent changes to the C.Grill by Disney. Below is my take on why this is happening and it is directly related to guest behavior.

Disney Food and Beverage (in general) and California Grill (in particular) seem to tweak policies on a regular basis to ensure the worst possible guest experience. Starting with moving the check in downstairs (making it painful to go at the last minute for drinks and sushi at the bar), adding a randomly enforced dress code, charging $20 a person for reservations, etc., etc

First let me say and if anyone is going to read this comment and respond to it please do not ignore this first statement: I do not condone rude behavior by anyone whether they work for Disney or anyone else. If the food was bad, then I say the OP has every right to complain.

However I would like to address the comments by the OP that I quoted above. Every thing mentioned is a direct result to changes Disney has made in order to deal with abuses by guests.

Check in downstairs: Gee why did they do this? Because everyone and their brother wanted to go up there to watch the fireworks.

Charging for reservations: again guest abuse, guests would make an ADR to get in the hotel and upstairs, again for what purpose to watch the fireworks with no intention of having dinner.

Dress code: again guest abuse, you had guests that simply had no idea what was proper dress for a restaurant of this caliber.

As with so many things lately changes at Disney that guests that have been going for years and years have noticed; is due to Disney trying to reign in these abuses and from what you read on these forums about how guests try to get away with most everything it aint going to get any better.

And personally I think the CMs have gotten bitter and rude from having to deal with it. Sad to say so many guest lie about so much, that the CMs have gotten to the point they believe very little anyone tells them.

The result is a valuable guest such as the OP is not treated with the proper type of service due to the behavior of others.

Which is one of the reasons Bicker, myself and others, stand by the policy that if we all don't follow the rules, guidelines, and correct behavior of society and in this case Disney, we all suffer for it.

 

[CDSTapisRouge]

Oh, there's lots of explanations....

1. CMs are heavily sedated right before starting a shift; a different kind of pixie dust.
2. Hypnotism: makes every guest, no matter how irate, look like the hot chick/stud of the CM's dreams.
3. Financial incentives; the longer a guest rants, the more the 'combat pay' meter keeps increasing (all paid for by DVC dues/MF)
4. The on-site SR/GV (Stress Removal / Guest Vengance) Center, where CMs can unload their tension - and a 44 Magnum - into various guest-shaped items.

Seriously, ITA, HBC. I'm one of those crazy folks - just like dear Beca - who actually tries to brighten the CMs days a little bit, with thank you's, positive comments, etc. So it really fries my bacon (and cooks my eggs and toasts my bread - hey, I'm getting hungry) when some self-important donkey decides to berate a CM because something - usually out of that CMs control - isn't what the guest expects. Even when one has a legitimate complaint (there's a hole in my wall, there's no bed in the bed room, there's feces everywhere ) there's usually no need to raise one's voice; if the CM can't help, get a manager, don't scream.

I too give a tip of the DrTomorrow topper to all those hard-working and rant-enduring CMs.

LOL... I am crying right now... I just read this outloud to my hubby and we are both hysterical. Both being former front desk CM's we absolutley LOVED this post... Thanks for a great laugh

 

[rinkwide]

...there's feces everywhere...

I hope that one was an off-site property.

 

[Caskbill]

I'm very easy going as it is, and always try to be as nice and pleasant to the CM's as possible.

And I've noticed, as I'm sure other have also, that when you're nice to them, they're even nicer in return, and often will go beyond their regular service to help you even more.

I think they appreciate you even more when you're nice, and you in return receive their best service. Just MHO.

 

[bobbiwoz]

I don't know how the CMs do it, but I am glad that so many try and succeed to be nice, friendly, helpful, and add to the fun of being on vacation in WDW!

Thank you all CMs!!!

Bobbi

PS. Tone of voice, regional inflections, facial nuances sometimes get interpreted incorrectly, IMHO, and we have raging customers over trifles. (Of course everyone who posts on this board is not complaining about trifles! )

 

[browniemtb]

I'm in retail....and as many of you know abuses can happen by customers. In my eyes a calm and cool customer explaining the problem will net a far better result than anyone chewing some one out. I just don't understand why some one would go off about a bus schedule the isn't set by that particular CM. I'll be at the BWV in a few days...hopefully I won't see any of this going on. Also I hope my room does have a bed and no feces......
Brownie

 

[Beca]

As with so many things lately changes at Disney that guests that have been going for years and years have noticed; is due to Disney trying to reign in these abuses from what you read on these forums about how guests try to get away with most everything it aint going to get any better.

And personally I think the CMs have gotten bitter and rude from having to deal with it. Sad to say so many guest lie about so much, that the CMs have gotten to the point they believe very little anyone tells them.

Which is one of the reasons Bicker, myself and others, stand by the policy that if we all don't follow the rules, guidelines, and correct behavior of society and in this case Disney, we all suffer for it.

I couldn't have said it any better!!! I worked at Six Flags for 5 years, and my experience there left me VERY jaded!! I used to assume any sob story I was hearing was totally made up to get something from me (except in the case of small children crying....they always managed to break my heart)...but adults, I just stopped believing them. I was nice and polite...but, that experience really taught me a lot about human behaviour.

It's funny....you definitely see two sides on these boards...one side who thinks Disney is "too restrictive", and another side who thinks they do not enforce the rules enough. I definitely fall into the camp of, "PLEASE enforce the rules." If there is a stated rule at WDW, we try to follow it, the only exception here being "emergency potty breaks" for our dd when we are in line, and I fully expect those to stop in a couple of years....when she is old enough to "plan ahead" for the potties....if she has to go, we will ALL leave the line!!

But, I only spend a couple of weeks a year at WDW, and the abuses I see every trip AMAZE me...from rude guests, to "pool crashers" to parking abuses, to people who lie about their kids' ages to get free or cheaper tickets, to people who exceed occupancy limits...it's really insane!!!

I cannot imagine how quickly a CM could become jaded!! Many posters on here believe they are "in the wrong line of work", but seriously....only Ghandi or Jesus himself could NOT get annoyed sometimes....you can only turn your head to look the other way SOOOO many times...then you just give up, and as a result tune EVERYONE out. Then, we get posts about how the CM's were "less than magical"...when the truth is....WE are responsible for that magic ourselves!!!

When I was a flight attendant, you have NO idea how many people needed to pre-board becuase they had special needs, only to be "healed" during the flight. It is amazing to see how many wheelchairs can be unused at an arriving city, when compared to how many were needed at the departing city. When I was flying my dd to visit her grandparents, a lady got in front of me during the pre-board process, with an obvious limp, explaining that she needed to pre-board because she had a bad hip. When we arrived in Houston, this lady was moving so quickly down the concourse...I was hurriedly carrying my dd (I had to catch my return flight home) to the security gates to meet my parents, and I could not keep up with this lady...and, her limp was non-existent. I guess she was blessed with a healing on that flight, too!! Jaded? Probably....but, for eight years I witnessed this, repeatedly. People will use the gaps in the system anyway they can to get what they want....whether it is right or not. I seriously doubt WDW wanted to install the biometric system....those annoying little machines cost a lot of money, seriously slow down the process of entering the parks, and create a lot of guest dissatisfaction. WDW did it because they felt they had to do something because of the number of people "transferring" non-transferrable tickets. The same can be said for any other "protective" measure WDW has taken. I just wish they would take some of these steps a little further.

I don't think anyone actually gets hired by WDW if, in their job interview they say, "I want to work for minimum wage so I can give minimum service." Every CM WANTS to be a part of the magic, and give great customer service. But, after you are lied to, and treated badly repeatedly....then, your job becomes just another minimum wage paycheck. If the CM's cannot find the magic...they cannot share it with us!! That's why we try to "share the magic" when we go. But, truthfully....we feel so lucky to be able to go to WDW...we will gladly follow the rules.

I am so thankful for the CM's!!!!!!



Beca

 

[Disney Ron]

What can I say? I agree with everything you said.

Disney Ron

 

[fishermouse]

First let me say and if anyone is going to read this comment and respond to it please do not ignore this first statement: I do not condone rude behavior by anyone whether they work for Disney or anyone else. If the food was bad, then I say the OP has every right to complain.

.[/QUOTE]

Agree with everything else you said 100%. But having some knowledge of the resturant business, complaining will get you no where. If the food is not prepared properly send it back with a smile and a request for what you want. If the problem is that it just does not suite your tastebuds, next time order something different or eat elswhere. We're talking about a top notch resturant at CG I'm sure they would be happy to fullfill any request, in most cases even the unreasonable ones. Personally I have never had a bad experience or come across a RUDE disney employee, Generally I find you get out of life what you put in. Just MHO

 

[Disneyhappy]

In January I was waiting to pay for something in the MK Emporium. In line ahead of me the guest became increasing loud. Apparently, the guest wanted to charge his purchase on his room key card but it wasn't signed. The CM advised she needed to see identification and for him to sign the card in her presence. The guest stated he had been using the unsigned card for days and he wasn't going to sign it. The CM was very patient and pleasant and the guest became increasingly loud, disrespectful and rude. He told her to shut-up several times and get her manager. The manager came over who explained the rules again and the guest became very antagonistic with her. Called her a fat cow and screamed at her to shut up! He screamed 3-4 times in a row - "Just shut up! Just shut up! Just shut up!" She tried to talk him into moving to a private area to discuss further. My jaw was dropped during most of this. I finally could not bite my tongue anymore and made a comment to the kids loud enough for the "guest" (I am using that term loosely at this point) to hear, something to the effect "Disney could do without loud, ignorant, obnoxious, egotistical and rude guests like this bully. The "guest" turned around and gave me a look that still chills me to the bone when I think about it. At that point I wish I had kept my mouth shut but I felt so bad for the CMs I felt compelled to speak up when everyone else just stopped to watch the show. A male CM then came over and the "guest" almost immediately calmed down and went quietly with the male CM. I mention the CM's gender because the guest was foreign to the USA and, I believe, from a Middle Eastern country where women are subservient. His spouse was next to him the whole time and showed absolutely no emotion. The guest seemed to calm down dramatically when teh male CM came into the picture. It was sooo strange! If my DH had been making a scene like that, I would have been tugging on his arm or walking away. I don't know the outcome but I don’t' care who was right or wrong in the dispute, civilized people should not speak to one another like that! On the lighter side, my DS was also apparently chilled by the guest's look because he ran outside to get my DH to come save me! Unfortunately, the whole thing had dissipated by the time my Prince Charmings came to save me!

 

[MinnieFan]

We were talking with a very nice CM at one of the restaurants this past New Year's Eve. My DH had remarked at the unusually high level of guest rudeness that we had witnessed during that week. The CM told us that she had never seen so many unhappy, complaining and downright rude people as during the holiday season 2005. She said that it really makes a CM's day when a guest thanks them for working on a holiday, for example, but that this holiday season there was very little of that and a lot of abuse.

I truly believe that so many of the people who visit WDW do little preparation or research and therefore have unrealistic expectations of what their experience should be. For example, during holiday weeks and other high-voume times, you can still have a magical trip as long as you plan ahead and don't stress out about crowds or other things that are beyond the CM's control. We have been very fortunate in that we have always met wonderful CM's who really made an effort to make our trips magical. We also have tried to let these hard-working people know that we really appreciate their efforts. The majority of the CM's provide wonderful service, even under difficult conditions sometimes, and they don't deserve to be abused.

 

[sssteele]

My wife and I live in Hershey - Chocolate Town, USA. She has appointed herself a goodwill ambassador, bring ing chocolatre from home to share with front desk, towncar drivers, etc. She always has some extra product with her to present to some abused CM. Last trip it was a bus driver and a boat pilot from WL who were subjected to callous, rude guest behavior, in both cases for things that were out of there control. We hope the chocolate helps - it can't hurt.

 

[CRSNDSNY]

I'll never forget on our honeymoon, we were at Pleasure Island on the real NYE when we got on the bus to head back to our resort. There were a handful of completely intoxicated, rude and arguing people. In particular, there were two girls actually starting to FIGHT EACH OTHER on the bus The bus driver (God bless him) kept his composure and friendly attitude the ENTIRE TIME. They were completely unruly and really making a lot of trouble on the bus. Then he made them get off the bus to continue their girl fight.

It was still crazy on the bus after that so much so that my DH and I asked to get off the bus at a different resort to walk back to our resort (got off at BWV I think and walked to Swan).

I felt so sorry for him!