Not So Great CM Interaction at Splash Mountain

[pampam]

I'm very sorry for your experience. I have no reason why it would happen. Perhaps this CM was fed up and decided to quit at the end of the day. Maybe is some weird way she was showing revenge at her employer. Who knows. Maybe the reason you never saw her again was she quit or was fired, or was taken off that detail for further training. We likely will never know. But unfortunately, that memory will be with you for years, perhaps even forever. As one mom to another, we know it never should have happened. but you did the right thing by reporting it. You moved on, and made the best of it. You are a good mom, and a survivor.

 

[Betty Rohrer]

Agree a bit with rusty. Yesterday in line a child climbed up a brick wall and was hanging from a railing above, parents just let her do it, made no attempt to stop her. Cm asked parents verypolitely 6 times to get her down, and was ignored. Finally the cm raised his voice (not quite a shout) and said sharply "get off the wall, now!" and dad shouted back "you mean PLEASE get off the wall!" (He did say please the first six times). Kid burst into tears and mom started yelling "she doesn't know any better!" Cm replied, "sorry but safety is a priority." Mom started arguing "but she'sautistic " and cm said "safety is still the priority" and parents were still arguing their kid should be allowed to climb the walls because she's special.then today we stopped for ice cream and a "service dog" was begging it's owner for food. Lady picked the dog up and put it on the table and was feeding it from her plate. Cm went over, lady started yelling she's allowed, it's a service dog. Then there's the appalling behavior of many of the neurotypical kids (and adults!). Seriously, if I had to deal with that all day, I might snap too. Your cm was rude, but likely didn't realize she was autistic

I work in a food stand at a small park, when I asked parent nicely to have child get off the trays that are out for food pick ups the mother looks at me and says he need to stand there so he can see what he want to eat. when I say then please use that tray she looks at me and says no that is dirty from him standing on it. I just asked the next guest to please hand me that tray so I can send it to be cleaned. should say mother did complain to GS and I was asked what happened told my side and that was end of it.

 

[Hannahinwonderland]

As a former CM, that's horrifying behavior. It's one thing to address a child sharply because they are doing something dangerous (like telling kids to sit down on the Jungle Cruise, which I did hundreds of times), but it's another thing ENTIRELY to pass judgment. Complain to your friends about it later, sure, but keep it to yourself. My guess is that that cast member was definitely disciplined.

 

[thumpie's mom]

My daughter has cerebral palsy and has been going to the parks since she was a infant. We have had both excellent and horrible experiences with the CM's. A few times we did feel the need to complain (it takes a lot to make me complain) and each time our concerns were addressed appropriately. Overall Disney does seem to take these issues seriously.

 

[TheRustyScupper]

I have no reason why it would happen.

1) Well, Cast Members are people, not audio-animatronic characters.
. . . To guests, it is a vacation.
. . . To many CM's it is a job.
2) When experiencing rudeness daily, sometimes you simply have to respond in-kind.
3) Sure lots of responders to this post will criticize the CM involved.
4) But, let's put yourself into their shoes.
5) And, in the end, it was just a few words . . . the CM didn't go "Postal".

NOTE:
Yes, I am taking "flame" for my comments, but we continually fight the urge to talk back to guests, and people do need to understand this.
Over all, I think the CM's do a great job at holding their temper and their mouth.
For some of us, it is easier to handle.
When "working the counter", I can always just walk away and assign the guest to another CM.
We actually have a storeroom in the back where one can often hear a CM close the door and scream/yell.
It helps.
Sure, some may say, "Why not quit and go elsewhere?"
Well, lots of like the work and guest interaction, most of the time. (It certainly is not for the excessive hourly pay rate.)

 

[pampam]

So, Rusty Scupper, do you know why it happened? The 5 points you posted didn't state why.

 

[thumpie's mom]

I think everyone realizes the CM's are people, but words can and do hurt. Particularly for children and maybe more so for the kids with special needs. Disney should be a place where they are not being made fun of or having negative comments made about them, regardless of the mood the CM may be in. Disney should and for the most part is a place they should feel comfortable and welcomed. When my daughter was younger, she loved to go to Disneyland so she could see her "best friends" aka Pluto, Minnie, Chip and Dale. This is what makes Disney special, but one ugly comment can ruin it.

 

[tjmw2727]

I disagree - it is not the CM's place to comment about any guest regardless of the situation. IMHO even if it was just a simple temper tantrum after waiting in a 45 minute line any child may have been prone! Forgive me as I didn't read on after this post but had to comment...

1 - there is no other side (excuse) the CM behaved badly and embarrassed a guest - (actually many guests)
2- yes and it is up to them to smile and do a good job - my niece has been kicked and spit on to say the least and she Never would behave that way
3 - exactly and any young child having a temper after a 45 line gets a slide from me - esp- when they are exited to finally be at boarding
4 - shouldn't matter and by this point how would the CM know who as a das (and why?)
5 - bad behavior happens regardless of parenting and discipline, cm only saw 10 minutes of what could have been a really great day
6 - I hope the CM is at least re-trained
7 - not if they are trained properly

1) I am sorry for the incident, but let me speak to the other side of the issue.
2) CM's see BAD-TERRIBLE-RUDE behavior all day.
3) Even the most mild-mannered CM can be affected.
4) If the kid has a DAS, it is easily understood.
5) Without a DAS, it is assumed simply bas bad behavior or lack of parental control.
6) The CM may get a short-and-sweet talk from a manager, but no discipline.
7) If one encounters several thousand people per day, eventually that one kid will get to you.

NOTE: For those who have seen my past postings, I criticize WDW and guests whenever I feel they are in the wrong. Although you child's incident was medical, I can appreciate your feelings about the CM, but cannot put the CM on-the-carpet. At what point would YOU get upset if you saw this EVERY DAY without a reason?

 

[StitchesGr8Fan]

Everyone is entitled to a bad day, a grumpy day. That doesn't mean you are entitled to take it out in other people. I am in customer service and deal with all types of people and situations. Even if I'm having a bad day I'm expected to act professionally. If I can't act professionally then I need to find another job or use up a personal day. The CM did not act professionally, and there was no excuse for it.

 

[chelynnah]

1) Well, Cast Members are people, not audio-animatronic characters.
. . . To guests, it is a vacation.
. . . To many CM's it is a job.
2) When experiencing rudeness daily, sometimes you simply have to respond in-kind.
3) Sure lots of responders to this post will criticize the CM involved.
4) But, let's put yourself into their shoes.
5) And, in the end, it was just a few words . . . the CM didn't go "Postal".

NOTE:
Yes, I am taking "flame" for my comments, but we continually fight the urge to talk back to guests, and people do need to understand this.
Over all, I think the CM's do a great job at holding their temper and their mouth.
For some of us, it is easier to handle.
When "working the counter", I can always just walk away and assign the guest to another CM.
We actually have a storeroom in the back where one can often hear a CM close the door and scream/yell.
It helps.
Sure, some may say, "Why not quit and go elsewhere?"
Well, lots of like the work and guest interaction, most of the time. (It certainly is not for the excessive hourly pay rate.)

Except not a single one of those points applies to this situation. There was no interaction with the cast member prior to the CM making a nasty unsolicited comment. The parents and child in question were in the line. The cast member made a smart a$$ comment as they walked past her. The child and parents did or said nothing to her to warrant the comment, and then as witnessed by other guests (who were also prepared to complain unsolicited) she continued to rant and carry on in front of other guests once the family is out of earshot.

What part of 'unprofessional and unacceptable behaviour in a customer service environment' are you not understanding? Having worked in retail and other types of jobs covering many levels as management in CS and admin roles over the past 35+ years this is a serious offence worthy of official warnings and/or suspension in any job/field I have worked period. Excuses and reasons are irrelevant. Understanding they may be frustrated, immature, pushed to the limit is all well and good, but you still cannot act this way especially when nothing was done directly to you to provoke it. She was not defending herself against a rude customer, SHE was the instigator of the verbal assault.

 

[snowman]

DW and I have a "mostly" neurotypical child. I ran this scenario past her and she agrees that even if he had a full-fledged meltdown for no other reason than he was crabby, she would not look kindly at anybody (cm or other guest) offering their judgment "bad boys don't get their way." You have no idea what has been going on with this family before this point. Making assumptions based on a relatively brief time of observation can be dangerous.

OP, thank you for complaining and for asking for training instead a personal boon.

 

[SueM in MN]

I'm going to close this thread at this point.

Most posters agree that the CM's unsolicited comments were inappropriate and out of line with the situation.
The CM was not responding to a rude guest, it was a 'walk by' comment after observing a child's (probably annoying, but not dangerous) behavior for a very brief time.
Maybe, this CM has/had a very low threshold for 'misbehaving' children.
Maybe, this CM had just had 'it' and the OP's family was who got the comment the CM had been trying to hold in from other guest interactions.
Maybe, this CM was hot, tired, hungry or not feeling well.
None of these were the OP's problem; they belong to the CM.

And, yes, many of us who responded are or have been in customer service related positions. (My first was working customer service in a retail store - Christmas season and the after Christmas returns are no picnic (as well as people returning wedding gifts - some of those can get brutal.
Many of us have been in situations where we wanted to make a rude comment to a guest/customer, but we did what this CM should have done - kept it as a thought, or vented it later, out of sight and hearing of guests/customers.

The appropriate reaction by the guest is what the OP did - made a complaint. If you want to make a complaint, there is a post on page 2 in the disABILITIES FAQs thread that gives information on how to do it.
You can get to that thread by following the link in my signature or looking for the thread near the top of this board.