How to Cheer Up a Grumpy Cast Member?

[OneMoreTry]

Do you have any secrets for cheering up CM's that are having a bad day? Any stories?

Or tips for encouraging especially "magical" CMs?

 

[rbuzzotta]

Sorry, but I really don't go out of my way to cheer up a 'grumpy' CM. I just get away from them as soon as possible with a smile of course!!!!

 

[CarolMN]

..(snip)....Or tips for encouraging especially "magical" CMs?

Take special note of the CM's name and the time & date of the "magic" created. Write a letter to WDW with the details. It will get back to the CM in a very positve way. Best way I know to really encourage positive employee behavior is a complimentary letter to the boss.

I'm not a CM and I don't work for WDW, but a letter to my boss got me a GC for $100 and dinner for me and my family at a nice restaurant. (And I thought I was just doing my job)!

I'm positive WDW has a good way to recognize employees - and I'm equally sure that customer compliments are a big part of it. Write a letter.

Best wishes -

 

[Terry S]

I have written several letters about CM's who have made my stay more magical. I find out who their manager is and write a letter to them about the exceptional CM. I hate to say it, but I really don't try to make a grumpy CM any happier.

 

[Patty3]

If a cast member is grumpy, I do not go out of my way to change their mood. I remain polite and want to get as far away from them as possible in the fastest time possible. I am not going to let their negativity affect my vacation.

 

[AFMom]

It's hard to say about a CM that is actually grumpy and taking it out on you - that's just unprofessional in ANY service field, not just Disney. I have empathy - I worked with the public for a long time - but you still can't act that way around customers. Disney employees a huge number of people, and I'm sure a few get thorugh who just aren't up for the strain of that kind of job.
However, I have met very nice castmembers, who are doing their best - but you can just tell something isn't right. We went to WDW and stayed at OKW right after the 3rd hurricane hit this year, and you could see the strain through thier happy faces. So we always asked how their families were, how they fared, etc. We wished them our bests and had a lot of patience when anything was amiss. You could see that just that small act of caring really helped their spirits.
Also - those poor brand new CM's who you know go home and panic every night over whether they're going to make it! We try very hard to smile and laugh no matter how long it took to check in that day! Everyone has to learn!

 

[Maistre Gracey]

What do I do with grumpy CMs???
What do you think the alligator at BCV has been living on for the last few years...

MG

 

[spiceycat]

talk to them - they are generally going through a stuff time.

of course some people are just naturally grumpy.....

WDW hires what 50,000 people that is a HUGE amount of people - sometimes you have to take what is availability.

 

[DrTomorrow]

As other posters have said: talk to them. Acknowledge that they are people, not simply Disney Drones. Say "thank you", "I really appreciate this" and other niceties. If the cause of their grumpiness was other guests, a pleasant guest may put the smile back on their face. If it is more serious personal issues, a kind and caring attitude - while it won't fix the problem - may help mitigate it.

IMHO - YMMV

 

[Mary Ellen]

DH and I went to WDW a few months after 9/11. Realizing that the CMs were having a bad time due to cutbacks/insecurity, we decided that we should try to make CMs happy too, not just think of 'our' having a good time. We just make extra effort to talk to them and treat them as we would like to be treated - as if we're (they're) special and not just another guest (CM) among the masses. We've always treated CMs nicely, but now we make the special effort every trip (this last time was after the 3 hurricanes blew through, it had to be stressful on the CMs).

We've enjoyed doing this and hopefully we've made at least one CM happy.

 

[TwirlerGirl]

Here are a few things that turned a unhappy CM a little brighter. Take their picture and write down their name & time. They'll always say something about it. If they have been very bad you'll have documentation of who/when and tell them you're a secret shopper and see what happens.
or ...

I've really done this: Say, "Gee, you seem very tired. Has this been a rough day?" Sometimes they'll actually tell you about it or thank you for asking. This has happened several times to me. I found out that the CM had a particularly bad experience that day like a second shift because someone didn't show up, they're ill; and the list goes on. CM's are human too. I give them a chance to change their attitude by being kind if that doesn't work I report them.

Sandy

 

[kathyseb]

I can honestly say that in all of our trips we have never had a problem with a grumpy cast member. But I don't think we have ever entered or exited a ride without saying Hi or thank you to the cast member. My husband will strike up a conversation with cast members while I am off shopping or going to the restroom. Or maybe it is a case where they are having a bad day and we take them by surprise by talking to them.
We spend a total of four weeks a year at WDW (May, Sept and Nov) and we normally get settled in our speical spot for Illuminations about an hour before it starts. We spend that hour talking to the various cast members that are on rope patrol in that area. We have gotten to know some of the college students quite well.

 

[Philadisney]

We spend a total of four weeks a year at WDW (May, Sept and Nov) and we normally get settled in our speical spot for Illuminations about an hour before it starts. We spend that hour talking to the various cast members that are on rope patrol in that area. We have gotten to know some of the college students quite well.

Ooo, I worked rope patrol for Illuminations during winter 02-03. Maybe you talked to me!

 

[allforpooh]

I have never had an unhappy or grumpy CM, but I think this actually is something that people see in their everyday life...a long time ago a college professor of mine gave us a challenge to see what would happen when someone is rude to you, to try "killing them with kindness". To be honest the results were amazing, most people reacted in a very positive manner...Sometimes a smile and thank you is enough other times its saying something nice about what they are wearing or what a beautiful day it is....That's not to say it always works, but if you at least try and it does work it really leaves you feeling pretty good instead of annoyed at the way you were treated....

Denise

 

[Disneyrsh]

A smile, as always, will make some of the more standoffish castmembers usually melt into a goofy smile themselves. Also, asking about info on their badges has always been great for me. Favorite character, where they're from, it always works!

 

[magicmouse2]

Ooo, I worked rope patrol for Illuminations during winter 02-03. Maybe you talked to me!

Philadisney, It makes me smile to see the rope patrol CMs do their job with ignorant people...

How to cheer up a grumpy CM ? I have never encountered what I would call a grumpy CM at WDW I suppose if you strike up a conversation about something, like admiring their pins, etc. it would cheer them up ? The most unfriendly CMs I have encountered have been at front desk checkins, but not what I would call grumpy. More -'serious'.

 

[anniet]

I tell them to go to the DIS DVC Community Board and post why they hate us!

 

[Philadisney]

Philadisney, It makes me smile to see the rope patrol CMs do their job with ignorant people...

Haha, oh boy..."sir, you can't stand there. please, this is the sitting only section. sir, please either sit or move behind the rope. sir, no, BEHIND the rope. the OTHER behind. pleeeeease sir....." i once actually got punched by a guy who wanted to stand behind the rope! everyone said i should have called disney security, but i was too shocked to think of it at the time once it took me five minutes to talk a man into stepping out of the roped off section....the other people standing around applauded that was nice!

 

[debloco]

I understand all of the responses that mentioned that CM's are human beings too, that you can acknowledge that maybe they are having a rough day, give them smile and admire their pins, ask where they are from, etc. And those are all valid and helpful responses I have used on numerous occasions in this type of situation with anyone in the service industry. However, when I first read the title of the thread, my first (gut-level) response was "It's not my job to cheer up a grumpy CM". It is their job, especially in the service industry (and even more so at Disney) to keep their "stuff" in check while on the job so that they can be courteous, smiling, and helpful to the guest. Clearly, there are times when this does not occur and then the choice of how to handle the situation is up to the individual.

CLC Tiger Pom Mom
Deb

 

[OneMoreTry]

.... and tell them you're a secret shopper and see what happens.
or ...

..... I give them a chance to change their attitude by being kind if that doesn't work I report them.

Sandy

The secret shopper thing went over my head. ???

Do you actually report CMs?