Just got back - disturbing theme....

[mmtska]

I'm at the 'older' end of the entitled generation and it drives me NUTS! Sure, I didn't have to pay for most of college, but I worked my butt off to pay for what I had to. I got scholarships and loans and paid for my books. I worked in restaurants and retail and it SUCKED. Long days with minimal breaks and I had to be overly pleasant and I sucked it up and did it. Why? I needed a job. If I had ever acted in front of a customer the way OP saw, I would have been ripped a new one and possibly lost my job. Was I anywhere fancy or heralded such as Disney? HA I worked at Burger King and Sears.

It goes back to the Golden rule: Do unto others as you would have them do unto you. Goes back and forth-the public is rude, employee's are rude. Then we have a spiral. Yeah ok, 3 employees out of 1000s?? Sure that's pretty good odds, but still, what does freaking out on someone in public do? Makes you look bad and gives people a bad impression of the place you're working. I'm not cutting anyone a break. Not now, not in this economy. If you want to keep a job, you do what it asks of you.

You had a bad day? Yeah everyone does. But it's different when you're working with the public. Keep it to yourself or in the back-taking it out on co-workers who don't deserve it or the customers is just lame.

 

[DianeV]

I work at an animal hospital and we are a little more expensive then some in the area. Our customer service 'motto' is that since we charge a bit more then many we have to give extra special service. We have to make people feel that its worth it to spend a little more at our place.

I feel that is the same case with Disney. They are a bit more expensive vacation destination then some. They should be trying to make sure everyone gives extra special customer service so that people feel what they are getting is worth it

Any kind of arguing or loafing with a customer around at my place? NOT acceptable and it shouldnt be at Disney either

 

[stazmatic]

3 out of hundreds is still not up to Disney standards. Disney holds itself to an extremely high standard. That's why they're #1.

That is my point - thank you!

Just to clarify - this no way shape or form had any impact on my vacation! My daughter and I were on a bonus trip and were there doing our favorites at a very relaxed pace. We met some fabulous CM's who went out of their way to make our time great. The one actual problem I had with ice cream at Ghiradellis was resolved extrememly well.

The reason I brought this up at all was because DISsers are the only ones who will "get it"

Normally when I am there I am far removed from reality. It is like being in Stepford where everything is eerily perfect and happy. These incidents were like little hairline cracks in the facade. It got me thinking that something is going on behind the scenes that is causing problems. Maybe a sign of things to come. I certainly hope not. It could just be seasonal employees. This is my first trip during summer months and there were a lot of new CM's.

Also want to clarify that this does not in any way change the way I feel about Disney. I am still happily dreaming of my next trip!

 

[Bullseye]

I think we expect so much more at WDW that we notice the sub-par behavior when we are there. There are always going to be some CMs that are just crummy. In a cast of thousands (literally) there will always be some bad apples and I believe Disney management won't tolerate that.

I think the above kind of sums it up, we expect more from Disney and most of the time we get it, but on occassion we don't and we are surprised and sometimes offended.

Other than that not much more can be said so I'm closing this thread.......oops I forgot...I'm not a moderator

(and you're not funny Wooooody's horse )

 

[Kurby]

i;m finding this pretty common these days all over.

i'm always hearing employees talking about personal stuff to each other instead of helping customers.

i've heard them yelling at each other, others comment about how lazy another worker is etc...

as a customer in a store i don't want to hear that. do your job and keep socializing to times when it's appropriate.

standing at a cash desk with your register ready to go and not serving customers but talking to other employees about last night party or that cute guy you met is 1 non of my business and 2 not what you're being paid to do.

and no i won't cut anyone slack - i'm spending money i worked hard for and you're making money for doing a job - so do it.

if you don't like it - quite and find something you do like - that's how it works (or used to)

 

[stazmatic]

One more thing - I wasn't referring to my standards of customer service. 3 rude circumstances out of hundreds meets my standards just fine. I was not offended, just observant.

The standards that aren't being met are Walt's. The man has to be rolling over in his cryogenic freezer.

 

[luvthemouse71]

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.

Many of us have jobs where we are expected to treat people respectfully. I don't take out my bad day on my patients. You have to be able to act professionally.The argument that these CMs are tense about the bad economy makes no sense..seems like you'd try your best to make yourself valuable to the company. There are plenty of people ready to take that job.

I agree that it's mainly the young, spoiled ones. I've only had 3 bad CMs out of 7 trips but all 3 times, they were young.

The best thing anyone can do is report these CMs to the appropriate manager. Getting upset won't do anything but if you report it, maybe something will come of it.

 

[MGMBill]

I think an interesting perspective on this may be the sense that the "customer is always right" in the American culture. I think Americans can be spoiled and expect backflips from service employees.(and please I'm not refering to the OP or anyone else in this thread) If you travel to Europe you will see a completely different attitude. There you are lucky if you are waited on. Last year in Italy I saw two separate incidences of employees fighting with each other. It didn't bother me though. I thought it was facinating since you do never see that kind of thing here.

I also think that each generation probably thinks that the upcoming generation is spoiled and has a sense of entitlement. I would bet that the WWII generation would say that about the baby boomers. (I am a baby boomer by the way)

Personally, I think politeness is a two way street. It seems we expect employees to always be perfectly smiling and polite or they should be fired but I never hear people saying that we should ban a customer from a store when they are rude to an employee.

I did work in retail for years (thank goodness I'm out of there now) and I found for myself that the customers that were rude to me were always the first to complain about me. No, I didn't have many complaints, maybe one a year, but sometimes it is impossible to please a customer. One client I was trying my best to assist with a problem treated me very rudely and ended up saying I should be fired. This was during the Christmas season. Talk about the Christmas spirit!

I think most people with any amount of empathy understand how hard this type of job is understand that we're all just human and don't go around thinking these people should be fired.

 

[graygables]

I'd like to chime in here with another explanation (although NOT an excuse...) I'm a non-traditional student. I'm in grad school and have 2 DDs who are WDW CMs, went through the College Program, and inspired me to do the same. I've been back from my program for a few weeks and am heading back next week as a WDW Management Intern.

It is important to remember that MANY of the younger CMs you encounter are at WDW on the College Program. It is a job for a season that gets Disney on your resume. The pay isn't that hot and the hours aren't either. The mature adult in me says, it's an honor and a privilege to have a job at WDW. I have taken a position away from someone else who was equally deserving and I should honor that. I should take full advantage of my opportunities and do my very best to see to it that MY Guests feel welcome in MY shop.

However, some of the CPers do not have that kind of maturity/attitude. Some come in thinking it's going to be 4-7 months of Spring Break, party time, have lots o' fun at Disney World (and Cocoa Beach), baby! When they realize that they really have to WORK, then it becomes not so great anymore and attitudes suffer. There is a also lot of behind the scenes stuff that the kids have to learn from managing their time & money, making it to costuming, figuring out bus schedules, and dealing with roommates, some of whom may not even speak the same language.

The very best thing you can do as a Guest is to hold that Cast Member accountable right then and there. Take their name and ask to speak to a manager. Of course, you are not asking in order to receive something, just make the manager aware of the situation. You can take comfort in knowing that you have made someone else's vacation better. Hopefully, someone before you did the same and YOURS is better for it.

On the other hand, if you observe a Cast Member doing all of the RIGHT things, please do the same. There are ways that Cast Members can be recognized behind the scenes and it makes a world of difference, puts a spring in your step, and makes you forget that you may only have enough money to buy ramen for the next week.

I'm sorry you had less than magical Cast Members. I only hope that when I'm a manager, I can inspire my Cast to make Guests vacations happily memorable.

 

[MouseketeerOvaHere]

I think an interesting perspective on this may be the sense that the "customer is always right" in the American culture. I think Americans can be spoiled and expect backflips from service employees.(and please I'm not refering to the OP or anyone else in this thread) If you travel to Europe you will see a completely different attitude. There you are lucky if you are waited on. Last year in Italy I saw two separate incidences of employees fighting with each other. It didn't bother me though. I thought it was facinating since you do never see that kind of thing here.

I also think that each generation probably thinks that the upcoming generation is spoiled and has a sense of entitlement. I would bet that the WWII generation would say that about the baby boomers. (I am a baby boomer by the way)

Personally, I think politeness is a two way street. It seems we expect employees to always be perfectly smiling and polite or they should be fired but I never hear people saying that we should ban a customer from a store when they are rude to an employee.

I did work in retail for years (thank goodness I'm out of there now) and I found for myself that the customers that were rude to me were always the first to complain about me. No, I didn't have many complaints, maybe one a year, but sometimes it is impossible to please a customer. One client I was trying my best to assist with a problem treated me very rudely and ended up saying I should be fired. This was during the Christmas season. Talk about the Christmas spirit!

I think most people with any amount of empathy understand how hard this type of job is understand that we're all just human and don't go around thinking these people should be fired.

I agree with you 110%. What it comes down to is that American's are spoiled!!! I am a 30 yr old, who has worked for everything I have (my education, home, vehicle, ect) and I was raised very well by my folks to respect people, work hard and display manners in every instance. However, people in general are so rude it is unbelievable. I work in health care and many of the patients are just down right rude and demanding. I am here to help you so why would you talk to me like I am beneath you? I will never understand people that think that nastiness will get you further in life. You come in and try and talk to me like a piece of trash, you get to play the game of "wait a few hours until I care for the patients that really want/need help and then I will get to you". I just don't understand today's mentality. Everyone has bad days and I agree Disney is considered a higher standard of service, but wanting to have a CM fired over something as silly as a disagreement is perposterous (not intended for you OP- just saying). Now if they were using foul language and being more of a show than the one you went to see, then by all means- report away. Just my .02 cents.

 

[ophelia]

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.

They are human not robots.

 

[Vickie46]

we saw the exact same thing going on several years ago... they stopped the line at Mexico fast food place to work out the schedule for the week for the employees.. then one worker didn't like the schedule etc etc etc...

 

[arielsleepingbeauty]

To the OP, sorry that you experienced such things. They should have handled the situations better.

All i can say is that we are all human and I for one have screwed up. High pressure can do alot to you. I can't imagine what kind of pressure people that work at Disney have, especially when you encounter guests with the "I want", " I deserve", "I am entitiled to" attitudes.

Remember that although you are on vacation, for many of the CM's, this is only a job to them. Yes they should be grateful to have a job, but they are not robots, they are human. I complain about my job. They don't see your vacation as anything more than another day at work.

 

[ancestry]

What amazes me with posts like this is that people fail to remember that cast members are people, individuals, with their own quirks, opinions and attitudes. Disney, as a company, does not and can not "control" of minute of the behavior of each individual CM. Although I am certain that should a CM continiously "act up" they would be reprimanded or let go, they are not "babysat" every minute of their working day.

Everyone has a bad day. Who knows what may have happened or could be happening in these people's lives? Maybe their mother just died, maybe they have a sick kid at home, maybe they are going through a divorce, maybe they had repeatedly been approached by rude and obnoxious guests and they had reached their breaking point.......

 

[ophelia]

What amazes me with posts like this is that people fail to forget that cast members are people, individuals, with their own quirks, opinions and attitudes. Disney, as a company, does not and can not "control" of minute of the behavior of each individual CM. Although I am certain that should a CM continiously "act up" they would be reprimanded or let go, they are not "babysat" every minute of their working day.

Everyone has a bad day. Who knows what may have happened or could be happening in these people's lives? Maybe their mother just died, maybe they have a sick kid at home, maybe they are going through a divorce, maybe they had repeatedly been approached by rude and obnoxious guests and they had reached their breaking point.......

I totally agree. What blows my mind is the huge sense of entitlement some people here have.

 

[jrc-elpaso]

What amazes me with posts like this is that people fail to remember that cast members are people, individuals, with their own quirks, opinions and attitudes. Disney, as a company, does not and can not "control" of minute of the behavior of each individual CM. Although I am certain that should a CM continiously "act up" they would be reprimanded or let go, they are not "babysat" every minute of their working day.

Everyone has a bad day. Who knows what may have happened or could be happening in these people's lives? Maybe their mother just died, maybe they have a sick kid at home, maybe they are going through a divorce, maybe they had repeatedly been approached by rude and obnoxious guests and they had reached their breaking point.......

Agreed. The CM's are people - just like the rest of us. And a lot of the college program interns are not only young but this may the the first time they've every been away from home and on their own. It may even be the first actual job they've ever had. I think 99% of them probably handle it fine - and the other 1% will eventually fail.

 

[WDWCastMember]

Wow...I know working at WDW to some people, they think its the happiest place on Earth, and yes it is, to me, but, we do have and experience stress, trauma, and have our personal lives along with working with MM and all the guests that come to the parks and resorts.

With that being said, its a shame that the OP had a bad experience....and hopefully there will be more 'positive' experiences than the bad ones.... its hard to say why that cast member was like that...but you never know....and its a shame that it ruins the guests time and/or activity.

I just hope that guests will remember that, as it was stated in the thread, that most of the College Program interns, yes it is their first job, first time away from home/family/friends, and believe it or not, WDW is very overwhelming to some.....not that that is an excuse to be rude, however, I always take in consideration, no matter where I'm at, who I'm working with, or what theme park, resort, water park, etc., and cast members I'm dealing with, I try to always be polite, no matter how badly their day may be. I'm hoping that by my being happy and nice to them it might rub off and change their day!

 

[inkkognito]

Having read this the other day, I paid special attention when we visited MK yesterday. The only noteable thing I noticed was a CM who went out of her way to be helpful (and we made sure to stop at Guest Services to leave a compliment). I'm sure there are frustrated CMs at Disney just like there are frustrated workers anyway. But if I had to deal with the BS they put up with on a daily basis, I'd probably be the same way...heck, I wouldn't even be working there because I'd tell the rude people off right and left.

 

[frisco]

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.

Um, no, I won't cut them a break. Not sure about you, but I spend a lot of moeny on my Disney vacations. I expect to be treated with at the very least, polite porfessional courtesy at all times.

 

[Steelersfan]

I will be on the lookout for this in a few weeks when we go.

Honestly in the past I have witnessed cast members not being totally "in character" many times. Most of those it was because they sensed that we would get their joke.

For instance, I have heard comments like "the rat wouldn't want us to do it that way" or something like that but it was always tongue in cheek.

I do agree that there is no reason to act like a jerk and blame the economy. i'd be kissing everyone's butt if I still had a job. Think about it... shine now and you will be running the place once the economy rebounds, and it always does!

The competition right now between young people is just non existent. I teach in a high school and nobody wants to do anything! Kids with a modicum of motivation dominate.

This would definitely show up at a place like WDW because these kids just feel everything is owed to them.

The good news is that again, any kid with some smarts, motivation and work-ethic can completely crush the competition!