Just got back - disturbing theme....

[stazmatic]

Not sure if this is the right board....
I just got back and while I had an amazing time I am slightly disturbed.
On three different occasions in different parks I witnessed cast members either arguing with each other or talking about work loudly in front of guests.

One girl was yelling at another girl to just do what you want because it's not like we get trained on that anyway. This had something to do with the single rider line at RNR.

On TSM a girl was supposed to be moving to a different job but wouldn't go. She said she wanted to stay with what she was doing and didn't leave until a manager came and made her leave.

Another time getting ice cream at the Edy's shop in Epcot there was one cashier and one ice cream scooper helping a line of about 25 people. On the other side of the counter were 9 employees socializing. The ice cream scooper started yelling for assistance (rightfully) but did not get any help, they all kept standing there. They could very well have been doing something productive, but it looked really bad.

What is up with these employees lately? These three experiences in the last four days are the only ones I have ever seen in my eleven trips. I am worried this is an indication of future customer service declines. Any insights?

 

[CarolAnnB]

You'd think they would feel lucky to have jobs.

 

[cattycat]

In this economy, with so many people out of work, I think people still with jobs could be nervous and/or tense. It could be hard for even Cast Members to see people who can still afford to travel to Disney World. Cut them a break.

 

[GladInGladiator]

I've Only had One Terrible Experience with a Castmember At The World, She couldnt work the register, and yelled at me to go try to buy it somewhere else.
People.
Pshh...

 

[Robo]

Wow.

 

[soccermomof3]

you'd think they would feel lucky to have jobs.

amen!

 

[jimmiej]

In this economy, with so many people out of work, I think people still with jobs could be nervous and/or tense. It could be hard for even Cast Members to see people who can still afford to travel to Disney World. Cut them a break.

With all due respect, no way will I cut them a break! I expect great customer service at WDW. If people didn't travel to WDW, they wouldn't have a job at all. Those whose jobs are shaky should be grateful they have a job & do the best they can.

Thankfully, we've rarely experienced poor customer service at WDW.

 

[Cmbar]

In this economy, with so many people out of work, I think people still with jobs could be nervous and/or tense. It could be hard for even Cast Members to see people who can still afford to travel to Disney World. Cut them a break.

Are you saying that since they have a job and they think that no one should be able to come to Disney world (which is giving them their job) so that gives them a reason to do their job poorly?

Not being snarky, just really confused by your comment.

To the OP that is really sad, especially the part where they were standing around while some conscienious person was working.

However, are you really surprised? The generation of kids/young adults coming up have very little experience actually working to get something. They think they are entitled to everything. Most have iphones that mom and dad pay for and have a full load at college that mom and dad pay for. I am dissappointed that Disney would accept these kinds of people with poor work ethics but you really don't know until they actually work. I guess Disney just has less to work with these days. I don't know if the management of Disney is lacking as well. I am sure they don't hold their organization to the same standards they did years ago.

Sad, makes me rethink a bit about buying into DVC

 

[amsps]

Wow. We just got back and had completely opposite experience - everyone was so above and beyond friendly (to us and to each other) that we felt like we were really in some magical place. We've been home less than a day and already people were honking at each other in the grocery store parking lot. We thought to ourselves, "we are definitely not in Disney anymore."

Sorry you had a negative experience - hopefully it was just an odd coincidence you witnessed it so many times and not really reflective of disney cast members. Although really they are just people and probably get annoyed with their jobs like anyone else does.

 

[nicki.momof3]

Seriously -like most people have not had a moment at their job that they were not on their "best" behavior.

I know I am not perfect - didn't know so many fellow DIS's were.

As for the economy - maybe they are feeling stressed as everyone else is and it is showing (like it is on so many other people). Maybe they are being forced to do more at work than ever before due to cuts (like many other people).

Give them a break.

 

[PrincessKsMom]

I think the economy is really taking a toll everywhere, including Disney. The cheap labor is probably the kids they hire, they make hardly any money and they're at an age where they really don't care (NOT all, but some). I think Disney might be getting rid of older workers in favor of the cheaper labor, and they're getting exactly what they pay for. I don't think Disney expects as much from their CMs as they did the past and if you put nothing in, you get nothing back. JMHO.

 

[nicki.momof3]

With all due respect, no way will I cut them a break! I expect great customer service at WDW. If people didn't travel to WDW, they wouldn't have a job at all. Those whose jobs are shaky should be grateful they have a job & do the best they can.

Thankfully, we've rarely experienced poor customer service at WDW.

WOW - you must be the perfect employee at your job. You must never do anything that someone might see as negative. I really have never heard of such a person - your job is very lucky to have you.

 

[twotoohappy]

To the OP that is really sad, especially the part where they were standing around while some conscientious person was working.

However, are you really surprised? The generation of kids/young adults coming up have very little experience actually working to get something. They think they are entitled to everything. Most have iphones that mom and dad pay for and have a full load at college that mom and dad pay for. I am dissappointed that Disney would accept these kinds of people with poor work ethics but you really don't know until they actually work. I guess Disney just has less to work with these days. I don't know if the management of Disney is lacking as well. I am sure they don't hold their organization to the same standards they did years ago.

 

[mickeyluv'r]

Another time getting ice cream at the Edy's shop in Epcot there was one cashier and one ice cream scooper helping a line of about 25 people. On the other side of the counter were 9 employees socializing. The ice cream scooper started yelling for assistance (rightfully) but did not get any help, they all kept standing there. They could very well have been doing something productive, but it looked really bad.

Any insights?

I can't really speak to your experiences, but I can tell you I once worked the other side of an ice cream counter. There were times when we had to do things other than wait on customers. Again, what I'm thinking of probablydoesn't match what you saw, but where I worked there were only four of us at one time. Periodically, one of us would have to do a count - so our mother store would know how much product to send over. Not just ice cream. WELL, quite often customers would get really upset and say rude things because one person was doing a count. I was in charge, and I was just like, "Well, um, if they don't do the count then the mother store won't send any more food, and we won't HAVE anything to serve you. " Still that didn't satisfy some guests. So now I try to be sympathetic when I'm the customer.

Famously, I was at a pharmacy on Xmas eve one time. The lady in front of me was REALLY rude. The pharm tech WAS a bit slow, but she was also very busy, and didn't appear well trained. She had to go and ask how to do things periodically. This lady in front of me kept turning around and complaining - trying to get us all on her side. When it was my turn, I politely thanked the tech for working on Christmas EVE! I also said, "I bet there's lots of other things you'd like to be taking care of right now." She smiled and almost started to cry with gratitude. Indeed, the other folks in line behind me nodded in agreement. She was really nice to me too.

Really, when I'm at a PHARMACY - I REALLY don't want my pharmacist or her technicians to be flustered. I'd MUCH rather wait a few extra minutes then have either make a mistake - ya know? (Again, this doesn't speak you your experience, but you reminded me of it.) I don't understand these new pharmacies that try to promise medicine within a half hour. It's potentially toxic medicine! I don't want them gving me the wrong drug or wrong dosage! I even feel for pizza guys - do they really make enough to risk their life getting to my house on time?

 

[jimmiej]

WOW - you must be the perfect employee at your job. You must never do anything that someone might see as negative. I really have never heard of such a person - your job is very lucky to have you.

I just feel this is unacceptable behavior in front of the guests, especially the yelling part.

Many years ago, I lost my cool with with a fellow teacher in front of students. My principal didn't "cut me a break". I got called on the carpet & learned a valuable lesson.

 

[M-I-C-K-E-Y]

As the general public becomes more rude, so do the employees that deal with them. It's just a natural progression. One could easily state "Oh, the CMs back in the 70s were much better." True, but were they - perhaps - presented with a more polite and easy to deal with public.

 

[Sammie]

with over 60,000 employees and most born way after "Walt" it is just a job to them, much like working at Wal-Mart and Disney does a very poor job of training seasonal CMs now.

And MICKEY has a very good point, it was a more pleasant job in the good ole days. Now it's low pay, high pressure, lots of hours, and very demanding rude guests.

Welcome to the new Disney. It ain't the same mouse.

 

[RoseRoni2]

I'm sorry you had a bad experience this time!

 

[Alye]

Has nobody in this thread worked retail before?

There's a good chance that because of the economy Disney is cutting back on cast members, which would result in longer hours for the current cast members. Longer hours causes a lot of stress, especially when dealing with some of the things the cast members do. Try working ten hours on your feet with a smile and tell me you are not stressed.

As far as the listed offenses you guys really have no idea what was really happening. How many things have you done at your job that could be misconstrued by an omnipresent audience? The first two dealt with cast members arguing and in both cases the cast members at fault seem to be newly hired. On the third I find it difficult to believe that nine cast members, in addition to the two working, were attending the ice cream shop. Eleven cast members is high for any counter service. It's possible that they were off the clock or unable to open another till.

To the people who say they don't deserve slack or should be fired for this are being a bit dramatic considering this is a second hand account. I don't think it's just the younger generation that feels entitled to everything, but Americans in general.

 

[Texas Rob]

I am not going to get into the economy or bad day thing...that is just petty arguing from my perspective.

However, in reality, if I see something like you experienced at the ice cream place at Epcot I just usually go over and ask one of them to take my order. If they say something smart in reply I will just ask very calmly and kindly to speak with a manager. Usually that breaks up the socializing. They may think I am a jerk for a day, but when am I going to see these brats again?