exDS vet
"How in the world can the words that I said send s
- Joined
- Aug 19, 2002
- Messages
- 441
Today, I made one of my regular trips inside a local Disney Store to see how much the service had gone down. I should preface this by saying that I was wearing my "100 Years of Creating The Magic" Castmember t-shirt from WDW", and I was carrying two large plastic bags with the WDCC logo on them. I had just purchased two pieces at another store in the mall.
You would expect that I would get the royal Disney treatment, right? Wrong! The two CM's on the floor were both standing at the cashwrap. One was ringing up a guest (slowly I might add) and the other was just gabbing, and talking on the phone.
There were ten other guests in the store, including three with strollers. Nobody was being greeted or helped, including what would appear to be an obvious Disney castmember (me).
I spent a great deal of time looking at snowglobes with no intention of buying one, just waiting to be waited on. I then went to the DVD's and CD's. Had I have found the CD that I was looking for, I would have informed somebody that they were losing a sale because nobody helped me.
Enter third castmember "manager". We all know that this probably was not THE manager, but might have been. Anyway, he came on stage and proceeded to the cash wrap to bury his head in some binder, and not bother to greet or talk to anyone.
Now the DVD's are right in front of the cashwrap, so it was clearly impossible for someone to miss me. Maybe they don't pay attention anymore because while the display is in front of the registers, all of the DVD cases are red. They are empty shells with the movie sleeve on them and a message that reads "DVD is available at the register." I was quite surprised to see this one.
Then I thought that maybe nobody recognized me by what I was carrying because the stores don't carry WDCC anymore, and the castmembers might not know what WDCC is. But the t-shirt, c'mon.
Finally, since I know there are DS CMs and MGRs reading this, I have a couple of questions for you;
1. Do you still follow the M.A.G.I.C. guest service program. Or is that gone too?
2. Do you still use those M.A.G.I.C. feedback forms for each CM?
3. Are there still M.O.D.s and are the CM's still supposed to "touch the guests" and approach everyone?
4. Is Project GO gone?
This visit, like all of my recent visits was about the same. The same poor or non-existant guest service that I experience in every Disney Store that I go to. As a former Disney Store manager, I am still shocked to see this when I go to these stores. As a current store manager for another company, I must say that I would never tolorate such poor customer service by anyone on my team.
You would expect that I would get the royal Disney treatment, right? Wrong! The two CM's on the floor were both standing at the cashwrap. One was ringing up a guest (slowly I might add) and the other was just gabbing, and talking on the phone.
There were ten other guests in the store, including three with strollers. Nobody was being greeted or helped, including what would appear to be an obvious Disney castmember (me).
I spent a great deal of time looking at snowglobes with no intention of buying one, just waiting to be waited on. I then went to the DVD's and CD's. Had I have found the CD that I was looking for, I would have informed somebody that they were losing a sale because nobody helped me.
Enter third castmember "manager". We all know that this probably was not THE manager, but might have been. Anyway, he came on stage and proceeded to the cash wrap to bury his head in some binder, and not bother to greet or talk to anyone.
Now the DVD's are right in front of the cashwrap, so it was clearly impossible for someone to miss me. Maybe they don't pay attention anymore because while the display is in front of the registers, all of the DVD cases are red. They are empty shells with the movie sleeve on them and a message that reads "DVD is available at the register." I was quite surprised to see this one.
Then I thought that maybe nobody recognized me by what I was carrying because the stores don't carry WDCC anymore, and the castmembers might not know what WDCC is. But the t-shirt, c'mon.
Finally, since I know there are DS CMs and MGRs reading this, I have a couple of questions for you;
1. Do you still follow the M.A.G.I.C. guest service program. Or is that gone too?
2. Do you still use those M.A.G.I.C. feedback forms for each CM?
3. Are there still M.O.D.s and are the CM's still supposed to "touch the guests" and approach everyone?
4. Is Project GO gone?
This visit, like all of my recent visits was about the same. The same poor or non-existant guest service that I experience in every Disney Store that I go to. As a former Disney Store manager, I am still shocked to see this when I go to these stores. As a current store manager for another company, I must say that I would never tolorate such poor customer service by anyone on my team.
