"Poor Cousins"?

[house_of_princesses]

I'm a new DVC Member and since then have been reading a lot here.

A few days ago a poster mentioned something about DVC Members being treated like poor cousins by CM's.

I've been pondering this statement since I read it. It seems ridiculous to me that a CM would differentiate between a non-DVC guest and a DVC guest. In fact, it seems to me we should be treated as the "rich" cousin, seeing as we visit approximately once a year!

Not trying to fuel any fires here, just want to get a better understanding of the comment I read.

Any thoughts?

 

[Happy Birthday Cat]

You read the comments from one member. Read all of the responses to what that one person said and you will see that no one is treated differently, whether they are members or not. Sometimes a member is treated just as bad as anyone else.

HBC

 

[JimC]

Well, the Disney organization is about service, it is their core value -- "We create happiness by providing entertainment for people of all ages, everywhere."

They use a simple, yet powerful four service standards model -- safety, courtesy, show, efficiency -- to guide CMs in their interactions with guests. The order is important. A CM may sacrifice efficiency to maintain proper show. Likewise a CM may violate efficiency, show and even courtesy if necessary to ensure safety.

If you are interested in learning more, a good book to read is, "Be Our Guest: Perfecting the Art of Customer Service" by the Disney Institute.

The book discusses DVC and how the service standards apply in this aspect of the business.

 

[DebbieB]

I've had 11 DVC stays and I don't think I ever felt I got inferior service because I was a member, it was quite the opposite. I've had some small things happen like a crabby front desk person, but I don't think it was because I was a member.

 

[raparker13]

First off, other than a few moments at check in, nobody knows whether you are DVC or not; at least not at the WL and BW type properties. We go to WDW 4 or 5 times a year, both on DVC and cash. We have never had what I would call bad service. Sure, every so often it is clear that an individual CM is having a bad day.

You ever have bad days at work?

 

[donald...really]

I think if a DVC member EXPECTS to be treated like the RICH cousin, and has the attitude that they deserve something MORE than the regular WDW guest but don't get it, then the service doesn't meet their inflated expectations. In their opinion the service is lacking. I think many DVC members have a twisted view of entitlement.

 

[Desperado]

My opinion is that DVC members can be overly demanding, and a pain in the rear with thier excessive demands. If I were a CM, I think I'd get real tired of checking in DVC members, when I continually read how extensive thier requests for exact rooms specifications are. For example, at BCV there are only so many rooms on the top floors facing Epcot, everyone cannot have those same rooms. Seems to me that frequent DVC members get pretty demanding and specific about thier requests, and I'll bet if I were a CM, that would get old pretty fast, expecially compared to other BC guests who in my opinion are less demanding about room locations, perhaps because they are less knowledgable that DVC repreat visitors. Just my observations. I doubt that makes us second class, just more of a pain in the rear. I think Cris made the point in another thread along these lines when she said:

Originally posted by Cris
I get so sick of DVC members think they are entitled to everything because they paid 15,000 dollars. Well all I expect is a couple weeks at Disney in a clean spacious villa. This comment has nothing to do with pool hopping, but some of the members I have seen making fools out of themselves screaming at CM over them being DVC members and they should get this, that, and the other or they are selling their membership.

ok done with my rant now....

I offer this as a substitute theory to replace the "second class citizen" or "poor cousin" one.

I've never really experienced this feeling, but I read about it here on the boards now and then. We just enjoy our visits.

 

[rinkwide]

Originally posted by donald...really
I think many DVC members have a twisted view of entitlement.

Indeed some do, and as well many AP holders, Shareholders, CMs, Florida residents, Democrats, Republicans and Independants.

 

[MDonley]

Okay, so we spent $15k to become DVC members. True, it is quite an investment, but we'll be back to improve on any bad experiences we might have. Do you really think that CMs should treat us any better than someone that has saved for years for the "once in a lifetime" visit to see the mouse? I don't. JMHO though.

 

[JimC]

Originally posted by MDonley
Okay, so we spent $15k to become DVC members.....Do you really think that CMs should treat us any better than someone that has saved for years for the "once in a lifetime" visit to see the mouse? I don't. JMHO though.

Walt would agree with you as well

 

[Pa@okw95]

It has been reported many times at the check-in counter at BCV of the mistreatment of DVC guests. the problem there may be just one or two employees or may be the whole organization. I could see how this could develope when you have shared front desks like they have at BCV. I have never had a problem with anyone at OKW in 17 visits but believe they have a problem at BCV. If you step back a little and know the situation where for years BC was a deluxe now you have guests bringing in food etc, I could see how dvc members may be looked down on as "poor cousins" by some employees.

 

[Mickmse2002]

Originally posted by Desperado
My opinion is that DVC members can be overly demanding, and a pain in the rear with thier excessive demands. If I were a CM, I think I'd get real tired of checking in DVC members, when I continually read how extensive thier requests for exact rooms specifications are. For example, at BCV there are only so many rooms on the top floors facing Epcot, everyone cannot have those same rooms. Seems to me that frequent DVC members get pretty demanding and specific about thier requests, and I'll bet if I were a CM, that would get old pretty fast, expecially compared to other BC guests who in my opinion are less demanding about room locations, perhaps because they are less knowledgable that DVC repreat visitors. Just my observations. I doubt that makes us second class, just more of a pain in the rear. I think Cris made the point in another thread along these lines when she said:

I offer this as a substitute theory to replace the "second class citizen" or "poor cousin" one.

I've never really experienced this feeling, but I read about it here on the boards now and then. We just enjoy our visits.

Couldn't agree with you more.

 

[OneMoreTry]

There are some forum members that post negatively almost every time. They are always downers and look at the bad side of everything. Do a search of previous comments for some of the posts you're concerned about.

 

[Desperado]

Originally posted by MDonley
Okay, so we spent $15k to become DVC members. True, it is quite an investment, but we'll be back to improve on any bad experiences we might have. Do you really think that CMs should treat us any better than someone that has saved for years for the "once in a lifetime" visit to see the mouse? I don't. JMHO though.

I don't condone any poor treatment by CMs. I also think some of us DVC members could choose to be better "guests" than we are.

 

[WDWLVR]

Some very good points made all along.

Yes there is a group of nay-sayers that seem to think everything DVC does is wrong and that DVC owes them something. I personally take no stock in what they say.

I do think too that some, but not all, DVC members expect too much. As rinkwide said this same can be said for many other groups as well.

We are DVC members, AP holders, and stockholders. What we expect are nice clean accomodations. We have put requests in and most, but not all, times they are met.

We go looking to have a good time and most always have one. Sometimes little things can happen to put a damper on part of the trip. This can sometimes be Disney's fault and sometimes our own. Lifes too short to let the little things ruin the big so we move on.

I think for the most part CM's treat DVC members just as they treat all WDW guests - wonderfully.

 

[Happy Birthday Cat]

The original comment was made by someone who has never stayed at the BCV and has never experienced this treatment first hand. Enough said.

HBC

 

[Desperado]

Originally posted by Happy Birthday Cat
The original comment was made by someone who has never stayed at the BCV and has never experienced this treatment first hand. Enough said.

HBC

Unbelievable. The nerve.

 

[dcfromva]

We are relatively new DVC members.
We have logged
3 stays at BCV,
1 stay at OKW,
2 checkins at SSR (1BR/and a studio),
1 stay at VWL,
3 stays at HHI
and stays on points at
The Polynesian
BC
And Disneyland's Grand Californian.

(I think that is all).

I have never felt like we have received anything but the best service on check-in. In fact, sometimes I feel like we are treated even better, kind of like an "insider".
But, sometimes things do happen to folks on check in. I wouldn't automatically say that is the standard way one is treated, but maybe that is what happened in one set of circumstances. Since most people are accustomed to getting very good treatment, maybe it is more shocking when something less than optimal occurs?

-DC

 

[ripleysmom]

I agree with Desperado, if you expect the stars then nothing on earth will ever be good enough.

 

[Desperado]

Originally posted by ripleysmom
I agree with Desperado.....

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