My latest Disney Store experience

[RadioNate]

Manager on duty is no where gone. Not sure of your store or district but it's not like that here with us.

That's odd to me because I was a lead at 2 stores both of which were DM home stores and then at another store in a different district and it was totally hammerd that the MOD role was REPLACED by the Sales Manager. I've been gone about 2 months so things could have changed.

I agree that w/a 1 or 2 coverage the roles aren't defined as much as they are when you have 8 people working.

The last store I was at was very strict about roles. The 2 before that not so much.

Just because your store is different doesn't mean I or any of the others I have worked with are bad managers.

I'll agree that the last store I worked at wasn't the best managed but I'm horribly offended and insulted that you called my former store very poorly managed that store has GREAT managers and wonderful cast members! Glad you have joined in bashing your fellow cast who are just doing what their upper managers ask of them.

Editing to add - thank you Lori, I knew I wasn't nuts.

 

[mickey4ver]

I agree that "mod" has been replaced by "sales manager".

 

[RweTHEREyet]

originally posted by ex DISvet

Personally, I cannot wait for these stores to be sold or closed

The solution is really simple, if you don't like what happens when you go in a Disney Store, then simply stay out of them.

 

[DancingBear]

The store closest to us, at Lakeforest Mall in Gaithersburg, MD, has consistently poor, even surly service. We go to the store in Tysons Corner, VA, where they have been consistently friendly and helpful.

 

[aero99]

Our local disney store has also gone downhill. I used to go to it so much, that everyone knew my name and I would get comments like "not buying that much this time, huh?" when spending only $30. However those people are gone now. The last time I went it, two teenage girls were the only ones on stage and they were both behind the counter. One was ringing a customer up while they both chit chated to each other. I am not trying to bash the store but the CM's used to be one of the reasons I would go into the store. Now they are just another reason why I don't.

 

[JudithM]

Originally posted by exDS vet
I'm sorry, but I must have missed the part where it became my job to tell them how to do their jobs.

It isn't necessarily any guests job/duty/obligation/whatever to tell others how to do their job. However, I have always found Disney CMs - stores, parks, resorts, etc. - to welcome guests comments, observations, etc. both positive & not so positive.

Originally posted by exDS vet
If you are under the impression that I dislike the Disney Stores, you are absolutely correct. Personally, I cannot wait for these stores to be sold or closed. ... I did not leave that store unhappy. It was actually the opposite. I left with the affirmation that the Disney Store is still a horrible retail outlet that is no longer a destination or a fun place to shop. I'd rather go to Wal-Mart. At least I don't have to expect great service there.

If you dislike the Disney Stores & feel they are a horrible retail outlet, then why walk into the Store in the first place? My time is too valuable to me to spend time doing something I do not like. In this case you most definitley have a choice.

If your choice is Walmart, then go right ahead. Personally over the last ten years or so, I have found the quality of Disney adult clothing at the TDS far superior to the Disney clothing at Walmart. I have the tshirts to prove it !

Also, keep in mind that the TDS CMs we encounter at a Store are not the CMs making the decisions. Front line CMs have to put up with the guests, but aren't in the decision making process (for the most part). Personally I think TDS CMs do a lot for guests with the limited resources they frequently have (# of CMs on stage, product, rude guests, etc.).

 

[Luv2Roam]

I give the CMs at the Omaha, NE store a big thumbs up. I miss them. I need to write them a letter and touch base.
I have only been to the DS in the FL Mall once and they were friendly and helpful too.

 

[PatMcDuck]

I just have a few comments. IF something in a Disneystore, or any other store, bothers you, you should tell a manager. If it does not really bother you enough to do that, then you should just forget it. To stay quiet, and then post about it on a message board, does not make much sense. Be a part of the solution......

It is funny, if we went back 3 years, we would see all the posts about people being jumped as they went into the stores. About being approached multiple times, and just wanting to be left alone! I sure remember those days.

Most stores right now are not staffed with a greeter, much less someone onstage to guest service. Sad but true. And the problem with most CMs can be blamed on management, IMHO, even if it is that they do not properly train and supervise their team...... the best way to get action is the same as it always was....... writing a letter. And to someone who is an ex-SM, you probably already knew that.

I will agree that we need to find a comfortable medium between ignoring guests, and harrassing them. And most stores try to do that, but there will be times when we fail......... I think morale and service will improve greatly if we are ever told that our jobs are safe, and the chain will survive. Right now, it is very difficult working for almost a year, in a place that is "up for sale". But I love it.

 

[exDS vet]

Originally posted by Sansaarai
exDS vet - a classic example of Disney selfishness.
I think you need to get a hobby and stop harassing the people who work at the Disney Store.

I was just going to dismiss this one for what it was, but then I had to ask, how could I possibly be harassing Cast Members by walking into a store and simply expecting guest service.

If I were you and others, I would re-read all of the many hostile replies to my original posts and see just who is harassing who.

In my own defense, I never once "bashed" a single Disney Store cast member. I simply stated the facts surrounding my visits to the stores. I'm quite surprised that so many of you had to get defensive over the truth.

Let me say to those who have had great Disney Store visits. I'm very glad to see that in some, no many areas, the stores teams are still providing great guest service. My point through all of this was to point out the inconsistencies, and I think I did.

If nobody ever used these baords to complain about things, then they would not exist. Look around and see what others are saying before you start condemming me.

Have a magical day.

 

[kathleena]

So sorry you had such a poor visit, but it really looks like you were expecting one anyway - so why are you disappointed?

Now, at least you know you never have to go back and you can move on with your life.

I would suggest that this thread be moved to the Debates Board. Hardly seems like news. Rumors maybe.

 

[Sansaarai]

Originally posted by exDS vet
I was just going to dismiss this one for what it was, but then I had to ask, how could I possibly be harassing Cast Members by walking into a store and simply expecting guest service.

If I were you and others, I would re-read all of the many hostile replies to my original posts and see just who is harassing who.

In my own defense, I never once "bashed" a single Disney Store cast member. I simply stated the facts surrounding my visits to the stores. I'm quite surprised that so many of you had to get defensive over the truth.

Let me say to those who have had great Disney Store visits. I'm very glad to see that in some, no many areas, the stores teams are still providing great guest service. My point through all of this was to point out the inconsistencies, and I think I did.

If nobody ever used these baords to complain about things, then they would not exist. Look around and see what others are saying before you start condemming me.

Have a magical day.

I have delt with your kind before. Coming in a store looking for anything wrong to complain about. You have nothing better to do with your time.

Have a magical day!

 

[AllyBri]

Originally posted by PatMcDuck
I just have a few comments. IF something in a Disneystore, or any other store, bothers you, you should tell a manager. If it does not really bother you enough to do that, then you should just forget it. To stay quiet, and then post about it on a message board, does not make much sense.

You are being way too rational.
If the poster complained at the time of their visit, what would they have to complain about now?
Seems to be the poster walked into that store with a chip on their shoulder and walked out with a boulder.

 

[We Believe]

I live in Las Vegas and until a month or two ago, we had four Disney Stores here. There are only two left now. I regularly frequent the one at Forum Shops in Caesar's Palace on the Las Vegas Strip, as I only live two blocks away.

The service is TERRIBLE! Like the original poster, I notice that the cast members are always cloistered behind the registers, chatting with each other, leaning against the columns, and acting very bored. It is a completely different world than the stores of a few years ago. I am never engaged by a cast member. On one recent transaction, the cashier didn't utter a single word to me. She rang my items, took my payment, and handed me my a bag without ever once interrupting her conversation with a fellow cast member. She didn't even make eye contact. This is not Disney bashing, criticism, etc. This is the truth and it is simply bad service. I get better service at Wal-Mart (which has some gems of employees).

I like walking through the store just to get a Disney fix but it is painful to see such terrible examples of Disney service. In my opinion, the best thing that can happen is the continued closure all of the Disney Stores. They are only a burden on the company now financially and image-wise.

 

[lenshanem]

To the OP - yes, this sounds like my local TDS.

I don't even expect "Disney" service anymore - at the TDS or WDW for that matter.

I think those days are long gone. If I run into anyone with some Disney enthusiasm at the parks at least once that day I am pleased.

 

[cindyfan]

OMG!!!!!!!!
I looked at your location to see if you were at the same store I was at yesterday! Because I had the exact same experience.
Execpt I was wearing just a WDW sweatshirt.
NO ONE said a word to us and we were there for 45 minutes.. I even walked past the registers talking out loud saying things like......"Do you think they might have a medium in that shirt back there??" hoping one of them would pop up and help!!! I did find the medium....but felt I was ON MY OWN.....SELF-SERVE in this store!!!!
I even stood there and said to my daughter....." I THINK Haunted Mansion comes out on DVD soon! Wonder when?" As I stood in front of the poster looking for a date......and the 2 CMs just stood there talking about there plans for the weekend.
If I could hear them.....I am sure they could hear ME!!

I am shocked at the lack of GUEST SERVICE!!!
What happen to the MAGIC at the stores!!!!

WHAT HAPPENED!!!!!!!!!!!!!!

 

[RadioNate]

I'm just wondering, if you all need assistance from cast members why don't you ask for help rather than just hinting loudly and expect them to intrupt your conversation?

seems to me that many of you would have left with better experiences had you just asked your questions.

yes the CMs should have taken the initiative if they don't what's so wrong with you just asking.

I feel horrible that so many of you are wishing closure, there are many great TDS CM that are still providing the service you expect. Yes, TDS has problems but to wish that people loose their livlihood because of a few bad apples just doesn't sit right with me.

 

[DisneyFan09]

No one should ever be treated poorly but it happens every day in many different retail establishments, but it's only a big deal to some people when it's Disney. I won't even go into Gap Kids any longer because the staff is so unfriendly, and I can't remember once being greeted at LimitedToo when I go in to spend a ridiculous amount of money on low quality items. I wonder if there's a website devoted to those companies because I would love to start a complaint thread!!

I would like to invite everyone to TDS in Davenport, Iowa where I can guarantee that you will be greeted enthusiastically and will receive as much assistance as you are willing to take. We are a very guest oriented cast and make that our first priority. I'm sure that most of the stores that are still open are like ours but there is always exceptions. I feel bad for those of you who are not able to get the Disney treatment at their local stores, because it really can be a great experience.

 

[cindyfan]

expect them to intrupt your conversation

Heaven forbid I should INTERUPT THEIR CONVERSATION!!
Because their weekend is obviously more inportant than me shopping at the Disney store!!

I was so excited to post my experience, which was exactly like the OP......yet we are 2000 miles apart....that I just now went back to read all 3 pages of replies.....

Boy you people can be vicious!!!

The issues is..........as a former CM....I was trained to treat the guest as if they were guests in my HOME!!
I would NEVER just let my friends, family or GUESTS just come in to my home and ignore them!!!
The next time I have a party......should I wait for them to ASK for a drink or snack!!!!!!!!!!
Should I just tell them to " HELP YOURSELF I am busy planning my week"......Oh....then I will tell them....."Just put the dishes in the dishwasher and vacuume before you go!"

I have to say too.....I get EXCELLENT SERVICE from TARGET!!! and they have tons of great Disney stuff!!!!
Even there they know the "10 foot rule" and that the guest is the first priority

As a business decision....yes I think they should close the stores....

BUT .....as a GUEST......no I don't. I went in to the store yesterday hoping to have a good experience. We have not been in a store since Christmas.....and I wanted to check out anything new.....hoping they would have some of the new catalog stuff, which they did. And we did buy some things.....

BUT there was NO MAGIC.....NO SERVICE!!
I should have just ordered on line!!!!!!!!

 

[RickinNYC]

You know, I read this entire post with great curiousity and have to agree with the masses. Those of you who stand at snow globe displays, admittedly without any intention of buying one. Those of you who prefer to stand in front of idle CM's, loudly making comments with the goal of seeking assistance. KNOCK OFF THE PASSIVE AGRESSIVE BEHAVIOR!

Rather then posting your oh-so-ungodly "horrible" experience, approach the CM and politely ask for help.

Or ask for and speak to the manager.

Don't just stand off to the side, making mental check marks against Disney.

And don't post your experience on a FAN website and think everyone is going to side with you.

Shut the belly aching and whining and DO SOMETHING for god's sake. Do you honestly and truly believe that your actions are helping anyone with anything beyond clearly irritating the majority?

Like you, I expect a higher level of service from Disney, whether a store, a resort or theme park. Whether riding a shuttle bus, eating a turkey leg, or buying a new watch. I expect excellent service. Perhaps it's me. Maybe I'm not scowling and putting every CM, shop, restaurant or service to a personal TEST. I expect and receive good to excellent service the absolute VAST majority of the time. And in the very rare instance that something negative happens, I politely but firmly let it be known to someone who can do something about it.

And you should do the same. Stop screaming that the sky is falling. Stop walking into a store and expect the worst. If you expect it, you WILL get it. You'll notice the smudge on the glass front of a counter. You'll see the t-shirts that aren't perfectly folded. You'll pick out the snowglobe that a guest has placed on the wrong shelf. You'll feel that a cast member didn't smile wide enough. You'll check out that the Disney point isn't being used. And you'll walk out of there thinking that Disney is going down the tubes and doesn't care about you or anyone else.

 

[cindyfan]

Don't just stand off to the side, making mental check marks against Disney.

And you need to get off your high horse!
Stop preaching to those of us that are simply expressing our experiences.

I was not angry!!
I was not LOOKING for a reason to belly ache!
I was not WHINING!!!

BUT simply stating my experience and opinion!
I did not have to ask where the shirts were....I found them MYSELF!! That was the point!
I was not comfortable interupting them!
Yet, I did not feel it was important enough to ruin my day by asking for the manager and complaining!!

I walked into the store and expected at least some kind of service...and received NONE!!
So I will speak with my wallet next time! I will be shopping the catalog or on line. Or better yet.....at Target!!!

I'm not angry......just really disappointed!