Starting to hate calling for ADR's

[KJHawley]

Hmmm....

Looks like Disney is still managing to make a few bucks off me. Maybe I should call some more, to really get my $663 worth!

I'm sorry to say, but this is faulty math on several counts.

First of all, you're looking at the total amount of the ENTIRE purchase, and saying that the call center somehow made that as "profit". That's simply not true. First of all, add up all the costs associated with producing a particular meal- the food ingredients themselves, the waitperson who served you, the chef who cooked it, the chef's and waitresses' health insurance, the salaries of everyone in the benefits departments for Disney who arrange the benefits, the physical building of the restaurant itself, the physical building of the human resource department where the person who arranges the chef's health insurance works, the heating, air conditioning, and electricity of all the various facilities involved, the decor of the restaurant, the tableware your meal was served on, the chair you sat in, the table you sat at, the light bulbs that lit your dinner, the music that played while you ate, the Disney bus you rode to the restaurant, the salary for the bus driver, the benefits for the bus driver, the mechanic to keep the busses running, the mechanic who fixes the stuff in the restaurants and all the other buildings, the cost of the soap, water, and paper towels in the restaurant's restrooms, all the advertising you see on TV, the free promotional videos, payouts from various lawsuits, retirement benefits (don't laugh at that one - retirement benefits are one of the main reasons Japanese car companies outperform American companies)...

I could go on for hours. There are probably THOUSANDS of individual costs that go into charging what they do for a meal. The salary (and benefits, or whatever) of the CM you talked to are just one SMALL FRACTION of that! And you think that somehow using up hours of CM time doesn't cost Disney money? It's pretty much the same thing as going into the restaurant and breaking a plate, smashing a chair, or stealing their paper towels. It all costs them money!

Do you know why all the Detroit car companies are shutting down factories and laying off workers? Because they LOSE MONEY every time they sell a car. That car may have a $20,000 sticker on it, but it may have cost the company $22,000 to make. A high price tag does not mean a high profit!


Yes, you spent $663. Yes, it seems like a lot of money. But overall, you don't have ANY IDEA whether Disney even made a profit from you, let alone how much.

 

[DisneyWisher]

From me, Disney gets:

$28.17 - Wonderland Tea party
$28.17 - Pirate Cruise
$108.00 - CRT lunch
$108.00 - Mickey's Backyard BBQ
$175.00 - Bibbidi Bobbidi Boutique (full castle package)
$200.00 - My Perfectly Princess Tea Party
$28.17 - Grand Adventures in Cooking
--------

For a grand total of $675.51

And that's not even looking at our meals - which include a character or table service meal each day.

So,

675.51
-12.50
-------
663.01

Hmmm....

Looks like Disney is still managing to make a few bucks off me. Maybe I should call some more, to really get my $663 worth!

Wasn't going to post til I read this. So Disney is making $663 for all these things, showing up or just paying for them? Lets agree that they aren't making $663, but that you are paying them $675.51. Its not a total profit of $663. Maybe a couple of hundred dollars but then again thats why Disney is there. To make money.

If you are adding ADRs I don't anyone would fault you for calling so many times but if you are calling to make ADRs knowing that you might be calling to change them, well thats not just not right or fair. Maybe there are others that need an ADR for the same time but you just took it and then calling a couple days later to cancel and book a different day. In my house we always talk about where we like to eat before any ADRs are made. Also I think you are setting yourself up for a BIG letdown if you are trying to book the perfect vacation. Perfection rarely exists.

Seems there are only a few that agree that CMs are people too and sometimes they are new(everyone's new at some point), have bad days, and have rude callers. We don't know for sure if their supervisors are over them, telling them to wrap up the call because they have so many other callers trying to make reservations and ADRs. A little compassion goes a long way.

To the waitress that said she's never had a bad day at work. WOW congrats. I'm the manager of a pool hall and its not easy always being in a good mood. Especially when relying on tips as a major part of your paycheck. Great attitude.

The 3 time I called I added 2 more ADR's and the person was very nice and made sure to put down my Allergy.

Don't rely only on this. When I made ADRs for Ohana, I told them about my allergy to shrimp, the CM gave me the number to Ohana's to call a week before my ADR, I called and when I arrived at Ohana I asked if it was noted, it was but she didn't note it to the waiter until I reminded her of it. So remind the restaurant and your server. An allergy can be a vacation disaster especially if its a death allergy.

Keep smiling

 

[KJHawley]

First off, I was a school kid when I waitressed, so you'll get no "poor baby" from me when it comes to adults being rude. If a student can be polite, so can a full grown adult. There is no excuse for having poor manners. Especially for adults. There are so many people who work lousy hours and get paid far less than a Disney employee. So put away the violin - it's not working.

Second, no one ever said they were calling reservations just to talk. They're calling to make, or change, an existing reservation. By the way, they say that right on the recording. I think that perhaps Corporate Disney is savvy enough to realize that people's plans change.

Look at it this way, the probability of each phone call taking 12 hours is highly unlikely. Therefore, Disney will maintain the same allotment of hours to accept reservation calls, there will just be a longer wait period, or the need to call back on the next day, for the consumer. It is no skin off of Disney's mousy nose if I call on Saturday or Sunday. After all, I am still paying for the call. Still no 1-800 # for reservations, right?

Lastly, If Iger was so up in arms about the reservation takers spending a few extra minutes on a call, then he should invest in hiring those who can navigate a computer program. I could have had my ADR's done in 5 minutes -but the CM I got last week had no idea how to use the system. She was apologizing like crazy, but I was patient, and quiet, and I let her do her job. She needed a lot of time to think it out. I'm a teacher so I'm used to poeple needing time to master a task. No big deal.

Just realize that if this reservation system were that big of a headache to maintain, I think they'd make a smarter plan. So bravo for all of your hard work in crafting the excuses, but that's all they are.

1) You brought up the waitressing thing again. I'm not sure why. A person's ability or inability to be rude to people has nothing to do with this. We're talking about the COST of hiring, training, and supervising people to do so. It's expensive. Or do you think every supervisor or manager in every company should just be fired, because people already know how to do their job and give good customer service all by themselves? Note that you- and everyone else here- blamed DISNEY, and not the CM. Bad customer service is Disney's fault- and Disney's expense.

2) No one specifically said they were calling just to talk, but they were. It does not take 20 minutes, half an hour, or longer on the phone with a CM just to change an ADR. Unless, of course, you're on hold for most of that time, which just means that there aren't enough CMs to answer the phones, which (if that was the case) is because IT'S EXPENSIVE.

3) As to whether I'm making "excuses" - if you think that, you've completely missed the point. I think the CM behaviors mentioned in this thread are PERFECTLY ACCEPTABLE BEHAVIOR. I'm saying that your standard of what is "rude" or "acceptable" behavior is too high. Most Americans share your standard, but many people in many other areas of the world do not. That's why American tourists- who expect a "Disney Standard" everywhere they go- have such a bad reputation when they go overseas. They've even coined a term for it: "Ugly American."

 

[Lorelai]

1) You brought up the waitressing thing again. I'm not sure why. A person's ability or inability to be rude to people has nothing to do with this. We're talking about the COST of hiring, training, and supervising people to do so. It's expensive. Or do you think every supervisor or manager in every company should just be fired, because people already know how to do their job and give good customer service all by themselves? Note that you- and everyone else here- blamed DISNEY, and not the CM. Bad customer service is Disney's fault- and Disney's expense.

2) No one specifically said they were calling just to talk, but they were. It does not take 20 minutes, half an hour, or longer on the phone with a CM just to change an ADR. Unless, of course, you're on hold for most of that time, which just means that there aren't enough CMs to answer the phones, which (if that was the case) is because IT'S EXPENSIVE.

3) As to whether I'm making "excuses" - if you think that, you've completely missed the point. I think the CM behaviors mentioned in this thread are PERFECTLY ACCEPTABLE BEHAVIOR. I'm saying that your standard of what is "rude" or "acceptable" behavior is too high. Most Americans share your standard, but many people in many other areas of the world do not. That's why American tourists- who expect a "Disney Standard" everywhere they go- have such a bad reputation when they go overseas. They've even coined a term for it: "Ugly American."

No, I think you've missed pretty much every point made. You're so busy furiously writing a dissertation of defense, that you've missed the entire inspiration for this thread. Treat others as you would like to be treated. All the OP was trying to say was that she was disappointed by someone's rudeness. She didn't ask for a financial breakdown of Disney's phone time.

Whether it's a waitress in NJ, a furious writer in Ohio, or a reservation taker in Florida - people should play nice.

An "Ugly American" is someone so blinded by their own righteousness that they cannot accept, or respect, another person's feeling. Sound familiar?

 

[KJHawley]

LET ME START OVER.

I'm not sure how we got off on the wrong foot here, but I think many people are confused about what I'm trying to say. It's really pretty simple.

GOOD CUSTOMER SERVICE COSTS MONEY.

We've talked about Disney a lot. Let's go to the opposite extreme. What's a place with BAD customer service- where you can't find people to help you- and when you do find them, they're not helpful at all, and sometimes rude?
That would be Wal-Mart. Wal-Mart's goal is to have the lowest prices anywhere. In order to do that, they don't have enough employees to help everybody, and no one is really well trained in what they're doing. It's not because Wal-Mart doesn't know what they're doing- they know EXACTLY what they're doing. They know that for many Americans, "ALWAYS LOW PRICES" is the most important thing, and they have intentionally sacrificed CUSTOMER SERVICE for LOW PRICES. Personally, I shop and Wal-Mart all the time. The lines are long, and I can't find someone to help me, but I DON'T CARE. I can find the stuff I want, and the LOW PRICES are the most important thing to me. If one of you were to scream at the manager "I can't find the help I want! Hire more people, even if it costs more!", then I - and many other Wal-Mart shoppers- would disagree with you.

The two things go together, right?

So, the OPPOSITE must be true: you can't have LOW PRICES with GREAT CUSTOMER SERVICE. If Disney is going to have GREAT customer service, it is going to cost more than if Wal-Mart ran things, right???

I'm not saying that Disney should lower their standards to that of Wal-Mart's in order to keep prices as low as possible. I'm just saying that many of you have a very high OPINION as to what Disney's standard should be- and you assume that just because you didn't find their customer service to your standard, that a MISTAKE has been made somewhere. That's really the same thing as saying "there are too many kiddie rides here- a mistake has been made!" or "Mission: Space made me vomit! It's too rough- a mistake has been made!"

SOME people- myself included- think that Disney's current level of customer service- INCLUDING the examples mentioned here- are perfectly acceptable. I'd rather have Disney put their time, money, and effort into making newer and better attractions, rather than the "magical" level of customer service that some of you seem to want.

 

[KJHawley]

No, I think you've missed pretty much every point made. You're so busy furiously writing a dissertation of defense, that you've missed the entire inspiration for this thread. Treat others as you would like to be treated. All the OP was trying to say was that she was disappointed by someone's rudeness. She didn't ask for a financial breakdown of Disney's phone time.

Whether it's a waitress in NJ, a furious writer in Ohio, or a reservation taker in Florida - people should play nice.

An "Ugly American" is someone so blinded by their own righteousness that they cannot accept, or respect, another person's feeling. Sound familiar?

Oh, please read what I just posted.

I DO understand your point, and the OP's point. I just disagree with your definition of what "rude" behavior is! Yes, the OP felt that the CM was "rude". That was her OPINION.

You said that you shoud "treat others as you would like to be treated." Apparently, you assume that everyone thinks that way. I DISAGREE!! When it comes to Disney Cast Members, I don't think they should treat you as YOU want to be treated, or even how that particular Cast Member wants to be treated- they should treat you in a way that's efficient and effective while being as COST EFFECTIVE as possible, even if a certain percentage of people think it's rude!! And that's my OPINION!!

 

[newchic99]

Man, y'all blow my mind. I've NEVER talked to a rude CM on the phone, and seldom found a rude one once I'm at Walt Disney World. Perhaps that's because I don't feel the need to change my plans, once they are made.

I work out my daily itinerary for the park, double check it carefully, and THEN call and make my dinner reservations based upon where I plan to be at meal time. Works like a dream, and I don't have to backtrack all over the park either.

I've made these plans for my family, with a group of up to eight, as well as for myself when I go solo.

Plan it out BEFORE making reservations (and buying tickets where needed), and you won't have to keep calling to make changes.

I should add that I always make my plans well in advance.

Enjoy.

Why you felt the need to quote me, I don't know. I was only relating my experience and wishing the OP well in their further ADR making efforts.
Now, if you must know, The reasons for calling so many times was not my fault.
Call 1-make original reservations
Call2-confirmation came, items were wrong
Call 3- airline changed flight ,had to figure out what was going on
Call 4- They called me with ideas for the flight change
Call 5-Called to add a day due to flight change. This was a 45 minute call. I was on hold forever while waiting for confirmation from the airline.
Call 6-made payment
Call 7- will call with final payment
Now I had to change ADR's due to the flight changes and even added 2 more.
CM's were all friendly and professional. A few were chatty, but we didn't talk long. Only one woman didn't know what she was doing. I blame that on training,not her.

 

[kimberh]

I watched the Marvelous Marvels show on the History Channel last night and it was on the making of Walt Disney World, from the dream til now. Walt Disney expected excellence and he required it of his employees. I have only been treated rudely once and it was by the manger of CRT not wanting to seat us together but on opposite sides of the restaurant. It wasn't condusive to HIS restaurant. I had a ADR and we were a family of 8 so this was a problem. To the writer that thinks CM should be excused for having a bad day, one day while I was waiting for my grandson to ride Dumbo, a family had left all of their lunch trash on the bench. The manager and a CM came out from the Winnie the Pooh store and started picking up the trash, the manager asked me," if it was mine?" I said ,"no", I said " I have noticed that the trash is bad this year, she said ," Mr. Eisner said ,that we are to do whatever we have to do to keep the park in tip top shape and if that means pick up trash then we pick up trash." Now I'm, sure to take that to the ADR's if that means to be polite and have a Disney attitude and remember who you are working for then I'm sure if goes that far too. Now I always plan my trip ahead and make one call. As far as Europe goes, we just came back, if our tour guides were decent to Americans, I noticed their tips were very good! If they were rude,then they were not paid well. Rudeness doen't go over well in any part of this world.

 

[Sammie]

Oh, please read what I just posted.

I DO understand your point, and the OP's point. I just disagree with your definition of what "rude" behavior is! Yes, the OP felt that the CM was "rude". That was her OPINION.

You said that you shoud "treat others as you would like to be treated." Apparently, you assume that everyone thinks that way. I DISAGREE!! When it comes to Disney Cast Members, I don't think they should treat you as YOU want to be treated, or even how that particular Cast Member wants to be treated- they should treat you in a way that's efficient and effective while being as COST EFFECTIVE as possible, even if a certain percentage of people
think it's rude!! And that's my OPINION!!

I agree no one should be treated rudely but I do agree that I have read many posts on this forum, not necessarily the one the OP posted that I never saw anything in the description of what happened as being rude.

I think KJHawley has a point that some expect Disney call center CMs to be more than what other call centers workers are expected to be. Not every one that works for Disney is into Pixie Dust and Happily Every After and they don't have to be, to provide good service.

For most it's just a job looking at computer, answering phone calls. They should be polite, efficient and if they can't answer your every question, personally I think that has more to do with what is in their computer system and less about them personally. They are encouraged by their supervisor to quickly get the guest off the phone, don't make small talk, and answer another waiting phone.

Some call center workers have never been to WDW and don't work in Florida. Some have and that makes them have more personal knowledge but that does not mean they have had more training.

If the CM was rude, they were wrong.
If the OP was expecting Pixie Dust, then the OP was wrong.

And truly no one knows for sure as we did not hear the conversation.

As to the multiple call situation, yes every guest has the right to call as many times as needed. But they do know each time you call as it is on your guest log. So even though you don't get the same CM each time, they do know if you are a frequent caller.

 

[Mom of Sleepy Bashful and BabyDoc]

On a busy day, how many tens of thousands of people are in the parks? How many thousands of people eat at the TS restaurants with an ADR? I don't know, but Disney does. They estimate what percentage of people will make ADRs, and how many of those guests will call every day, and how many times each guest will call. If every TS restaurant guest made 6-12 calls, and took up huge chunks of the CR's time, then the call center would be swamped. They wouldn't be able to handle all the calls. The'd have to hire more people, and buy more equipment. And all that money would have to come from somewhere- ticket prices, and restaurant prices, and everything else that Disney charges for.

Haven't read thru the whole thread yet, but.....................

BELIEVE ME..........If Disney was losing money on this, they would have tanked it long ago!

 

[Lorelai]

Oh, please read what I just posted.

I DO understand your point, and the OP's point. I just disagree with your definition of what "rude" behavior is! Yes, the OP felt that the CM was "rude". That was her OPINION.

You said that you shoud "treat others as you would like to be treated." Apparently, you assume that everyone thinks that way. I DISAGREE!! When it comes to Disney Cast Members, I don't think they should treat you as YOU want to be treated, or even how that particular Cast Member wants to be treated- they should treat you in a way that's efficient and effective while being as COST EFFECTIVE as possible, even if a certain percentage of people think it's rude!! And that's my OPINION!!

I read it. Please try and understand that we just simply disagree. And that's okay. There is no need to force analogy, after analogy in an effort to convert. It's okay to feel differently.

Also, I never even wrote a "definition of rude behavior", so I'm not sure how you can understand what my definition is. None of my posts refer to me ever encountering a rude CM, just a slow one, who I didn't get annoyed with. I was just rooting for her to finish. Yes, I spent three times as much time as I should have on the line, but I have lots of minutes and she was doing her best. So be it.

The OP didn't want, or need, for you to judge the validity of her feelings. She just needed to be heard.

I don't assume that everyone believes that they should treat others with the same courtesy & respect that they would like to receive. I believe it, but I know that plenty of people have no time for that. If you, and probably some others, feel that in businsess cost effective and efficient treatment supercedes basic kindness, than that's fine for you. Some people prefer a more human approach. There's no fault in that - there's no problem that you need to solve. It's just different people with different values.

 

[Fionasmommy]

Wal-Mart's goal is to have the lowest prices anywhere. In order to do that, they don't have enough employees to help everybody, and no one is really well trained in what they're doing.

I'm sorry, but I don't agree with that either. Wal-mart has plenty of employees - 1.3 million nationwide. They keep prices low by hiring unskilled workers, paying them minimum wage (under $12,000/year for a cashier - which is $2000 under the poverty line) and keeping them at just under 40 hrs per week so that as part time workers they aren't eligible for company paid health insurance - so the federal Medicaid program picks up the tab instead.

But FWIW, they have plenty of employees.

SOME people- myself included- think that Disney's current level of customer service- INCLUDING the examples mentioned here- are perfectly acceptable.

YES!!! Finally we agree on something!! I do think Disney's level of customer service is perfectly acceptable - it's great! I'm quite positive that the vast majority of CM's (phone, park, resort, whatever) are fabulous. As I said in my original post, I've already spoken to two CM's who were fantastic! Not just friendly, definitely full-on pixie dust kind of service. I guess the downside of receiving that great level of service is that it's all the more noticeable when you don't get it.

 

[Mariposa]

My guess, since they put it directly in the automated message, is that Disney expects you to call back a couple of times to change ADRs..

So, I'll just go with the theory that the people here who feel it's wrong to call more than once for ADRs will balance out those of us who call many times to make sure things are how we like them.

Now, add in the fact that many people still have no clue that they should bother calling? And it's all good, I figure.

Plus, I agree with the PP that noted that if Disney was losing money on any of this the program would be shutdown or modified before we even knew what was happening.

 

[1stTimeDisneyer]

Disney Wisher Thank You for that info. I will make sure to mention it. My allergy is shellfish and I take no chances.

 

[KJHawley]

I read it. Please try and understand that we just simply disagree. And that's okay.


The OP didn't want, or need, for you to judge the validity of her feelings. She just needed to be heard.

There's no fault in that - there's no problem that you need to solve. It's just different people with different values.

I guess I feel that it's NOT okay, and it IS a problem to be solved. And I'd just like to say again that I'm not adressing the OP, or you, or any one particular incident- just a general attitude and set of behaviors that cause problems- for me, and for everyone.

You said that "The OP just needed to be heard." I have no idea what the OP was feeling, or why he/she posted. But I do read dozens of threads a day that follow this line:
Someone posts "This bad thing just happened to me!"
Someone responds "That's awful! I would have called a manager immediately!"
Someone else responds "Yeah, me too! Complain! Vent! Follow up on this issue!"
It's very possible that in a lot of these OPs just wanted to vent their frustrations. However, given the frequency of these types of threads (do a search on something like "room with an Epcot Fireworks view" and you'll see what I mean), and the responses that are given, these threads- and this board- are simply reinforcing that type of behavior, and those sets of expectations.

It's just another example of the "me first" attitude that can be so annoying in public, like:
"People throw their towels on the best chairs by the pool, even though they won't be swimming for hours. Sure, many people go without chairs. it's not WRONG- if Disney had a problem with it, they would do something about it (like add more chairs)."

"Yeah, I was waiting in line at the counter service restaurant for 10 minutes, but I didn't feel like looking at the menu then. Now that I'm at the counter and have the CM's attention, I think I'll stare at the menu for 10 more minutes, and hold up the line for everyone else."

"I'm on the Disney Dining Plan, so I'm going to order the most expensive thing on the menu. I don't even LIKE calamari, but hey- I paid for the Dining Plan, I'm going to use it!"

Fr those of you who don't visit the DVC forum, check it out. You hardly find ANY threads like that there. If someone posts a comment like "I switched rooms three times because the view didn't match all of my requests", someone else will respond "You changed rooms three times? That's three more room cleanings! That's all coming out of my maintenance dues!" People's actions at WDW, even when they seem small and insignificant, affect many other people. It's your option as to whether you CARE about that or not, but it's true.

 

[Anna114]

Sadly, there are many jobs that can be that bad. I have heard that Disney pays badly. Also, the person before you could have been a real ***. Maybe that person has a job like those at DMV in NY (talk about a crappy job). However, when I call Disney, I am obnoxiously nice. I'm on clould 9 when I talk to those at Disney, I want them to be excited for me, I need to understand that not everyone is excited as I am to go to Disney. Unfortunatly, those at Disney don't, maybe, realize how they affect our Disney plans or our expectations.

Have a magical day,
Anna

I know everyone has a bad day, but I am sorry. How bad can that job be? I mean, I am sure they have rude customers, but everyone does no matter what your job is. I deal with rude people all the time. The difference it, I work for a hospital - they work for Disney! I'd trade them in a heartbeat if I could make the same money doing it. I'd even do it for a little less!

Anyway, the point I am getting at is, Disney is supposed to be one of the top dogs in customer service. I am not seeing it anymore. I still think they are above a lot of places I have been to, and I can't say that it's not happening everywhere, because it is, but they need to get their act together!

It's just happening too much. There are some great CM's out there. I have met some of the best. But, I have also met some that need a lot more training and I just don't think Disney is giving it to them anymore.

 

[2Princes2Princesses]

- unless they have a crappy attitude - don't mess with the magic.

That made me shoot pop out my nose!!!

If you don't mind, I am going to adopt that quote for our trip....whenever anyone gets cranky...... DON'T MESS WITH THE MAGIC!!!

 

[nbodyhome]

I know everyone has a bad day, but I am sorry. How bad can that job be? I mean, I am sure they have rude customers, but everyone does no matter what your job is. I deal with rude people all the time. The difference it, I work for a hospital - they work for Disney! I'd trade them in a heartbeat if I could make the same money doing it. I'd even do it for a little less!

The CM's at DRC do work for Disney - but not AT Disney. The building in Orlando is an old warehouse type place - and the work area is greyish and with lighting that makes it look like a cloudy day. They are required to sell x amount of money now, or probably x amount of dining, or get written up, etc. It was a hard job when I did it, it's harder now. I would never work at DRC again. And really, I'd be pretty specific as far as working anywhere at Disney (I don't want a job that makes me think badly of the company!)

That said - they shouldn't be rude, but they aren't all Disney-filled either. I knew agents who had never stepped foot in a park. And actually, some aren't in Florida (and there are many who only know about Disney as much as what they can find on their computer).

The jobs are listed as sales jobs, not customer service jobs. So some agents can be pushy, trying to increase sales (so not to get written up, and possibly get a commission). Some won't be chatty - because they are being listened to some of the time, or they could have just been told that their quota wasn't high enough, and they need to stop talking so much. They could also be new. You just don't know. I always try to be extra friendly with the agents I speak with. If I don't like one, I call back.

 

[DisneyWisher]

Disney Wisher Thank You for that info. I will make sure to mention it. My allergy is shellfish and I take no chances.

My allergy too. When I was 8 my dad made me eat stone crab claws. I broke out in hives and swelled up. Good thing about it was it was the last thing my dad ever made me try. lol

 

[Texa]

I have to admit this thread made me hesitant to call and change one of my ADR's, but went ahead and did it and had a wonderful CM. After reading this thread I thought I was going to hear "You again!" because I have made a couple of changes due to party size shifting. I understand both sides of what people are saying except for the part of not calling even if you need to make an adjustment, out of fear of hurting Disney's bottom line. If the people are capable and do their jobs then we should be happy with the service, regardless of personality. It doesn't matter if a CM is located at Disney or not, if they are unable to make reservations, don't know what type of restaurants are available, why are they assigned the task of making reservations for paying guests that shouldn't have to know more about the system than a Disney employee? NO they shouldn't have to make small talk or even suggests/comments on restaurants, but they should know they exist and whether or not they take reservations.