The "excellent" speach

[axsimpson]

We did not get a speech but it was mentioned to us briefly at the last 3 seatings. We did have excellent service so it was not a big deal to give them excellent ratings. It is amazing to me that at Disney world cast members are not allowed to mention tips or ratings yet they let the cruise line cast solicit both. I wonder what the difference is?

 

[CanadianCruiser]

I felt the "excellent" speech kinda demeaned the server we had. She did a great job considering the amount of people she had to take care of, and I had no qualms about giving her a great rating at the end of the cruise. Since I read up about the customer survey thing on this board, I was fully prepared to hear the last night speech. I'm surprised other people didn't hear it, but I guess it depends on the server of course.

I don't think they should place so much emphasis on the survey since some of the employees are almost begging people near the end of the cruise for the excellent rating implying that their livelihoods are on the line. DCL should just maybe make salary bonuses dependent on the survey rather than make their staff become beggars for good marks because their jobs are on the line. This would encourage staff to work hard for the money without the need for them to demean themselves.

Our assistant server didn't mention a thing about the survey, and he provided very good service. I automatically gave him excellent on the survey. I would not have had it any other way, and I'm glad he didn't "beg" us in any way as it's just more dignified. Can you imagine if at every fine restaurant you dined at, the waiter who did a great job anyways begged you to give him or her an excellent rating on some survey at the end of your meal because his job depended on it? Just imagine this happening at Palo, and you'll see what I mean. I don't think I'd dine out anymore!

 

[rae519]

An excellent rating gives them more time off during the next cruise in port.

It's pathetic because the servers we have had and always request, are worth the EXCELLENT rating. It does "demean" them as Canadiancruiser states to have to "talk that talk".
But it's the DCL game and we know the rules, so we have to play along or the servers suffer.

Rae

 

[alexandrew]

We've received the "speech" in one incarnation or another on all of our cruises....Unfortunately, these surveys seem to be the only way to evaluate the performance of the server team...IMO I think the speech is a pain in the a--....it makes me really feel uncomfortable, and DW as well....

 

[Alex]

It's kind of typical corporate stuff. Instead of taking the time to talk to the head waiters and supervisors and find out how each person is really doing, let's create a fill in the blank survey that can be scored by computer so nobody actually has to do any thinking.

 

[lbgraves]

Originally posted by RebeccaLovesDisney
I guess we also were lucky. Our server only briefly mentioned the survey on the next to last night. He only emphasized the importance of completing it and didn't mention anything about his own rating. Our server team was excellent though and didn't need to mention it. He did say that he had been with DCL for four years so maybe it is the less experienced employees who feel the need to push for the "excellent" rating.

This is pretty much how our server Rudy handled the survey. He didn't even talk about it for a minute. Just said that when they ask about our experience in the dining room it was referring to only dinner & not the other meals. Bayoki never even mentioned it, our assistant server. Both of them went above & beyond excellent so they didn't have to even mention the word to us.

 

[erikthewise]

This reminds me of our Honda dealer; they give us the same guilt trip, telling how they will be flogged and then hung (or maybe the other way around) if they don't get an excellent rating. When the survey shows up in the mail, I just toss it in the trash. I would have appreciated an opportunity to give an honest evaluation, but this is not it.

Apparently DCL and Honda reps both attended the same "management" seminar.

 

[KaitlinsMom]

That's what it was like on our first cruise - We were on the Wonder and had the best servers! Sasha and Remi from Croatia - Never brought up the survey - Always took care of us and paid so much attention to our daughter, I thought we would have to pay them for babysitting!!!

Found out later, that they are the #2 for outstanding servers -

This time we were on the Magic - Couldn't figure out why the server paid NO ATTENTION to the kids besides taking food orders - I mean - it wasn't bad, but it was service I could have gotten at home -

Then the speech - UGGGGG - I've read about it on the boards, but man! NO MORE!!!!

I guess if you have to ask for it, that should be telling you something!

 

[dianthus]

I think the great servers know who they are & don't shove the speech down your throat. They are confident that the service they provide will exceed your expectations....

On our 3 cruises with DCL, we only got the speech on #2. Our serving team seemed to be a bit uptight & nervous. They started in with "excellent" this & that & we shut it down after about 5 minutes.

I am not a person that "beats around the bush", but I'm also mindful of people's feelings. We told them very nicely that we did not appreciate words sublimely being suggested to us & it was obvious that "excellent" was the word of the day to get us primed for the survey at the end of the week & it was getting old already... We told them to loosen up & treat us the way they would wanted to be treated if the roles were reversed. We expect excellence from DCL & anything less would be cause for great disappointment. We said the bar had been hoisted very high from our first cruise, that's why we were back. We expected them to at least meet that standard, but we would like them to exceed it... They were a bit taken back, but then asked what we liked about our last servers. We told them & they made mental notes. We had a great experience with them for the entire cruise. Not that they jumped through hoops, but they asked what we wanted & gave it us + more very graciously. We had a great time with them, they played practical jokes on us, which we of course returned in kind... & they got their excellent on the survey cards without asking. The last morning, they both told us they appreciated our honesty about the excellent thing. It made it easier of them to know what we wanted & what kind of people we were. The server said he would never do that to a guest again, as we made him realize how foolish they sounded. If that is true, that's great. In any event we got the speech to stop & it worked out great.

On cruise #1 & this last one, there was no mention of excellent or the survey at all. Both teams just said that they were there to meet our needs & make our DCL experience enjoyable, which they did indeed. They were confident, took pride in their work & it showed. On our 11/8 cruise, our servers were the best ever. We said they should be crowned "Kings of the Dining Room". Both of them said that they love their job & know they are one of the best, but that was the nicest compliment anyone could give them. They never said, please write that on the survey... They just knew we would by the way they treated us. All the servers should be like Attila & Goran. No speeches necessary...

~ Linda

 

[rae519]

Originally posted by dianthus
On our 11/8 cruise, our servers were the best ever. We said they should be crowned "Kings of the Dining Room". Both of them said that they love their job & know they are one of the best, but that was the nicest compliment anyone could give them. They never said, please write that on the survey... They just knew we would by the way they treated us. All the servers should be like Attila & Goran. No speeches necessary...

~ Linda

That gives me a great idea, Linda~!!! Burger King hats for them!
Oh dear, now I think that is going to be my big surprise for them on Friday night. Since I know I will be requesting my "favorites", I know their service is excellent and that "crowning" would be hysterical!

Thanks for the great idea!!!
Rae

 

[Jeanny]

Originally posted by rae519
That gives me a great idea, Linda~!!! Burger King hats for them!
Oh dear, now I think that is going to be my big surprise for them on Friday night. Since I know I will be requesting my "favorites", I know their service is excellent and that "crowning" would be hysterical! Thanks for the great idea!!!
Rae

 

[rae519]

Hey, you can beat me to it since you are leaving so soon, Jeanny!

And I want to hear all about the shrimp and orange/mango soup/rum combination (you know how I am about that one!!!)

Rae (forgive the drool)

 

[dianthus]

Hi Rae Happy Holidays!

Glad to oblige! My DD made mini paper crowns for them that they proudly tucked in their lapel pockets for all to see, but the Burger King Crown idea is much better! I won't even go there with the "home of the whopper" thing.... (They could take that as an even bigger compliment! LOL! ) Sorry, couldn't resist...

Wish I could be there for the "coronation" It'll be a hoot!

~ Linda

 

[rae519]

Originally posted by dianthus
King Crown idea is much better! I won't even go there with the "home of the whopper" thing.... (They could take that as an even bigger compliment! LOL! ) Sorry, couldn't resist...

Wish I could be there for the "coronation" It'll be a hoot!

~ Linda

Laughing so hard, I think I need to take a break!!!!!!!

Home of the Whopper!!!!HAHAHAHAHAHHAH!

Love you lots, kiddo!

Rae

 

[SeaSpray]

When do the servers give this little speech? At the beginning of the cruise? The last night? Or all the time? I really resent being told what to put on a survey, so I hope whichever servers we get, they just do a decent job and not start a speech.

 

[rae519]

Speech is given on Thursday night - I think it's a mandatory task that they and we all hate!!!

If DCL would only realize that we do know how to ask for what we want and if there is a problem we can complain - I mean, the Head Servers hover around enough to see if there is something wrong and if so, they can correct it then and there - rather than deal with this "excellent service" speech ad nauseum!

Rae

 

[babz1]

Tommy the redhead on the Magic serviced the table next to us and we enjoyed talking with him more than anyone. I've heard he is now the Head Waiter, we'll see..... [/B][/QUOTE]

We had Tommy too, he was excelent and did get this on the review.. He did give us the speach but this was also our first cruise

 

[Grumpy's Mom]

Just got home, and our dining servers were the most disappointing part of our trip. We were the last table to finish every night (and we tried to get there at 8:20 p.m., no later than 8:30 p.m. every night). It was a scramble every evening to get to the 10:15 or 10:30 show -

We also received the speech -- I graded them very honestly (as I did the head waiter, as the problem was discussed with him Wednesday with no correction).

To give someone an excellent who does not deserve it cheapens the rating for those individuals who have earned it -- ours did not.

Bonnie