Stacking the deck in favor of magic?

[zmichele]

I've never stayed onsite before and have only done a short trip to the parks one time. As I've been reading up trying to learn a bit before my week long trip to AKL in December, I've noticed that people seem to have very different experiences with "cast members" (by the way, why that name?). I was trying to sort out the extremity of differences, why one reviewer saw the staff at AKL as unfriendly and lack luster, while another there at the same time saw them as warm and engaging, or why one reviewer had bad service at every restaurant and another had friendly and attentive service at every restaurant at the same restaurants over the same dates. I considered the possibility that Disney has alternating schedules with their A cast and their B cast employees, and that following extensive personality testing, they place all the good, kind people in the A cast and the unfriendly, grumpy people in the B cast, but it seemed an unlikely explanation. Now I know that luck plays a factor, but it also seems probable that the people who found everyone friendly, helpful, and magical as well as brave, reverent and loyal, must have a hand in creating that response. So that's my question -- how do you observe people who seem to get magical responses on a frequent basis stack the deck in favor of magic?

 

[danny1649]

I put your post on here the resort board,I think you will get more solid info to your question by the resort experts here.

 

[PrincessKitty]

Love your post! As you imply, it ALWAYS helps to be friendly and polite. In fact, the person at the front desk at POP siad, "Gosh, you guys are so polite!" right before she upgraded us to a preferred room (not requested, of course!).

 

[phyllis1966]

I know this isn't the case 100% of the time, and I know there are people with legitimate complaints, but I also feel that attitude has something to do with how others, including CM's, react to you. I personally know people who went to WDW almost looking for something to complain about, and of course, they found it. I know others (including my family and me) who go to WDW expecting magic and good times, and they can't find much of anything to complain about. Just MHO.

 

[fabumouse]

Because WDW gives such superb service in general, the rare cast member who stands out as bad, really stands out and is worth noting (which is why it seems like there are so many, because the difference is so glaring). I am always prepared for the possibility of a negative experience, and the one time I had one, I wrote to Disney and received a very nice reply (and a few Disney Dollars for my time) and almost every other experience I've had has been - magical. I had a CM run to a store to get a battery for my camera (without me asking) a chef at the Polynesian who catered to a friend's very difficult diet, etc. (Yes, I wrote to Disney and mentioned these CM's by name). Expect the best, make sure you note and kindly complain about the rest - and it will make everyone's future trips more magical!

 

[Sammie]

They are called Cast Members because they are "on stage" when the are working.

As to helping create the magic I agree it's alot about attitude. If I encounter someone having a hard day and seems a little less than magical, I realize they are human, work long hours, much at low pay and I cut them some slack.

I don't expect every person I encounter to be bursting with enthusiasm and constantly smiling. I also do not expect problems to never happen. I think some think that because it's Disney World and it's a magical place that nothing wrong is ever suppose to happen. This is just ridiculous. You can not have that many people in one place and crap not happen. I never try to blame someone, just try to be patient and let them fix it. If you will work with Disney about any problems, while you are there, NOT after you get home, they are the best at fixing things.

It seems if I respond with a kind attitude it helps to bring them out of what could have been a bad day for them.

 

[Claudia Kellenberger]

I choose to go to WDW only in early December. I am certain that if I went to WDW at a time that was a very hot and crowded time, I would not feel "the magic" that I do. For me, the timing is very important.

I had 4 WDW vacations with DH. He was one of those people who tried to find fault with everything.
Then, of course, he really found lots of faults.

It's all in the attitude !!

We are much happier as a couple if he stays home with the cats, and I have a week at WDW, solo.

So, now ALL of my WDW vacations have been magical ! I've already had 5 SOLO WDW vacations.

In all my solo vacations, all Cast Members have been wonderful. If you LOOK for problems, then problems seem to look for YOU ! I swear it really is that way.

 

[ngtotd_dtrt]

That's a really good question. As mentioned, all CMs aren't always 'up', or frankly, some aren't that capable or service-oriented (the vast majority are though).

This isn't in relation to gaining 'magic', but a kind-but-firm attitude has staved off some anti-magic for us at times..usually in a restaurant situation when we start out getting iffy/poor service. Understanding the workload and situations of the CMs is a big part, but it's not wrong to have them understand you're expecting mostly good things for your money.

We go in the off-season, and usually book a parking-lot type view (cheapest). We've always had an upgrade..some minor..a room across the hall..(garden-view vs. standard-view), and some major (CR tower from standard view). Checking in early may help a lot. Checking in with genuine 'we are so excited to be here' excitement on the kids' faces and ours may have helped too.

Of course, you can always let drop the off-hand comment at check-in 'Yes, it is so exciting to finally be able to take our long awaited honeymoon after caring for my poor, sick mom for the last few years. We thought a trip like this would help us get over her passing, too.' Or, 'I'm not sure where the food areas are, but with my husband's recent knee and heart surgury (< kick husband in the knee at this point>), he can hardly walk without pain...anything kinda close to the food-court would be a true blessing'.

j/k (I think...at least I haven't had to try that yet )

 

[melomouse]

You have implied, and I will validate that it's what I bring to stack the deck. I keep expectations reasonable. If you read these boards too much, sometimes I think everyone wants every moment to be a stellar experience.
Because I was staying onsite at POFQ for our first WDW trip, and tragedy befell our family, I truly believe that the CM's there influenced my total outlook thru years to come. It was the absolute worst time for our family, but I kept a polite smile on my face and remained courteous and respectful of those around me. Still don't know how I pulled it off!!! I was given everything I needed and much more from all the CM's.
On subsequent trips, I have remembered how those CM's made me feel and am grateful to every CM who greets me or my kids. In turn, I receive little extras and kindness.I acknowledge when they are busy. Or stressed. Or there's a long line behind me.
I believe that some people DO elicit poor service, usually without knowing it. On the rare occcasion that a CM is curt, I smile and say thank you and move on to someone to give me a more satisfactory solution.
One of the surest ways to stack the deck against the magic is to carry the sense of entitlement and over-expectation. I still consider myself very blessed to be able to go to WDW - it is a privilege, not a right, whether you stay onsite at a Value Resort or you have a GF suite. I know this may sound ridiculous to some, but I have learned that no matter how much you have in your pocket, if you don't have the abundance in your heart, you have nothing.
That attitude is then immediately reflected in every interaction with CM's.
I think in posing this question, you are going to have a VERY magical stay at AKL!!!!!!! Keep us posted on your plans!
melomouse

 

[foxfire]

Now I know that luck plays a factor, but it also seems probable that the people who found everyone friendly, helpful, and magical as well as brave, reverent and loyal, must have a hand in creating that response.

I think that sums up the reason for a lot of pleasant experiences quite nicely. There will, of course, be exceptions from time to time and less than magical instances will occur. I realize that. It happens in everyday life and it will happen at Disney, too.

As a guest, I like to provide pixie dust moments to the CMs when I can. I don't think it's a one way road where guests should feel they should be on the receiving end of the magic without providing some to the employees. They are human like everyone else and most will respond in kind if you treat them with respect, courtesy, and friendliness. If I want others to be considerate of me, I should be the same to them.