The new Disney-no body cares!

[JMR859]

My wife and I just came back from 2 great weeks in WDW. On one of our trips to HS, we went inside Sid Cahunas print shop to look around. The CM working inside the store that day (Carlos) had his back turned away from any guest coming inside the store. (that's fine) But after a few minutes of looking around the store, I look up and see him clear his throat and spit on the oriental rug! (If I didn't see this for myself, I wouldn't believe it) He then turns and goes back to looking out a side window. I was completely disgusted, so I took my wife to Guest Relations to complain. The Guest Relations man informed me that they didn't consider that a "good show" and that he would inform his manager. He apologized and we were on our way. About three hours later, I asked my wife to detour into the store as we were leaving to see if they replaced Carlos, and to my utter amazement, he was still there standing around. It was then, that I thought long and hard about not returning for another trip. This company demonstrated loud and clear to me that it doesn't care any more. So I will not persue this matter with a letter and waste my time. I'd like to hear your comments on this matter.

 

[Jool-e]

First of all, gross! I can't imagine why anyone would think spitting inside would be okay, especially at work.

However, I feel like they maybe didn't take action that day because they either had no one to replace him or they didn't want to disrupt any other employees or something. You never know, they could have taken action against him at the end of his shift. Maybe he got a warning or got written up.

 

[JMR859]

Keep in mind, I don't want to see anyone's job get jeopardized, but anyone who spits inside of a store has to be a winner.

 

[GoofyforDisney3]

My wife and I just came back from 2 great weeks in WDW. On one of our trips to HS, we went inside Sid Cahunas print shop to look around. The CM working inside the store that day (Carlos) had his back turned away from any guest coming inside the store. (that's fine) But after a few minutes of looking around the store, I look up and see him clear his throat and spit on the oriental rug! (If I didn't see this for myself, I wouldn't believe it) He then turns and goes back to looking out a side window. I was completely disgusted, so I took my wife to Guest Relations to complain. The Guest Relations man informed me that they didn't consider that a "good show" and that he would inform his manager. He apologized and we were on our way. About three hours later, I asked my wife to detour into the store as we were leaving to see if they replaced Carlos, and to my utter amazement, he was still there standing around. It was then, that I thought long and hard about not returning for another trip. This company demonstrated loud and clear to me that it doesn't care any more. So I will not persue this matter with a letter and waste my time. I'd like to hear your comments on this matter.

Okay, so because the employee wasn't fired on the spot and was still working 3 HOURS later you think nothing was done? How could you possibly know that? Just because it was gross and wasn't a good thing to do, doesn't mean he is a BAD employee and it doesn't mean that he was not reprimanded at all and it doesn't mean that he was't reassigned to a different positon at a later time. Would it have been better if they just went in and yanked him off the floor, fired him and then left no one at all to help the guest? How would that have made the company look like they cared still?

 

[movie77]

Okay, so because the employee wasn't fired on the spot and was still working 3 HOURS later you think nothing was done? How could you possibly know that? Just because it was gross and wasn't a good thing to do, doesn't mean he is a BAD employee and it doesn't mean that he was not reprimanded at all and it doesn't mean that he was't reassigned to a different positon at a later time. Would it have been better if they just went in and yanked him off the floor, fired him and then left no one at all to help the guest? How would that have made the company look like they cared still?

I don't know if I'm buying that. I think if they were motivated they could of found someone else to take his spot 3 hours later. I think stories like this, shoddy bland merchandise, low investment in the parks will be the rule until the day the parks spin out of the rest of the company or someone like a John Lassister takes over all of Disney. So probably forever.

 

[zorro77]

As a person who has managed hundreds of people working with the public for years i would say that situations like this do happen. I would hope a supervisor did talk to the person and deal with the issue. As far as what would have happen to him they could have done many different things but most likely he was talked to and given a verbal and that is it for that day. They would have said you represent Disney and you are always with customers and need to set a good example and this is not appropriate behavior. It is not that Disney does not care but they are dealing with thousands of associates and each situation needs to be dealt with and they must be consistent. I also do not know if all Disney is union and if so they then need to deal with it through different channels. It is great that you took the time to mention it other wise nothing every gets addressed.

 

[kathie859]

but I can't believe that the OP thought that he would be summarily dismissed and/or replaced within the space of 3 hours At the very least, I would expect some sort of review of the incident with the CM, a review of his past performance, a sincere discussion between the CM and his immediate supervisor before a decision would be made.

One bad (and disgusting) event shouldn't make or break a career.

FWIW---seeing someone spitting ANYWHERE--indoors or out--gives me the willies I would have been grossed out as the OP was.

 

[JMR859]

I have to say that if I did something like that at my job, I'd be sent home for the day at best. There is no excuse for that sub-human behavior.

 

[Donalds_best_pal]

Just because he was still there 3 hours later certainly doesn't mean nothing was done. I know how Disney deals with guest concerns and I can almost be 100% sure some sort of action/discipline was taken against this cast member.

 

[CanadianGuy]

As a person who has managed hundreds of people working with the public for years i would say that situations like this do happen. I would hope a supervisor did talk to the person and deal with the issue. As far as what would have happen to him they could have done many different things but most likely he was talked to and given a verbal and that is it for that day. They would have said you represent Disney and you are always with customers and need to set a good example and this is not appropriate behavior. It is not that Disney does not care but they are dealing with thousands of associates and each situation needs to be dealt with and they must be consistent. I also do not know if all Disney is union and if so they then need to deal with it through different channels. It is great that you took the time to mention it other wise nothing every gets addressed.

Odds are this guy is union and will have to be dealt with thru those channels I imagine.

Written up - probably.

Dismissed on the spot? I wouldn't expect that.

 

[doconeill]

I wouldn't want to work for any company that would fire me within three hours because of a single unverified complaint from a customer. In fact, we'd probably have very few CMs, retail employees, etc.

I know what you witnessed was disgusting, but look at it from the management side as well.

Now, if they had a pile of complaints against this person, or proof, that's different, but still usually it would happen at the end of a shift unless there was a serious problem.

 

[TisBit]

I wouldn't want to work for any company that would fire me within three hours because of a single unverified complaint from a customer. In fact, we'd probably have very few CMs, retail employees, etc.

I know what you witnessed was disgusting, but look at it from the management side as well.

Now, if they had a pile of complaints against this person, or proof, that's different, but still usually it would happen at the end of a shift unless there was a serious problem.

Although this sounds like a Troll, I will say you are just about right. Because one person says something about an employee, there is no way they can fire him. Plus, I am sure he would have denied it, etc etc. Who are they going to believe. But again, sounds more like a troll post than anything else.

 

[CarnotaurDad]

I have to agree with many of the others. As one who works in Human Resources, there is almost no way someone would, or really SHOULD, be summarily dismissed within three hours of an unverified complaint by a customer.

In no way, am I saying the behavior did not happen. However, what would one expect after lodging the complaint? It's not like they should march in and let the employee go just because someone complained about some behavior.

This could be a case of a disciplinary action that none of us will ever hear about.

If you are going to boycott places that don't fire someone after one complaint, you will have a hard time finding anywhere to go in the US.

 

[cpdwiz]

Although this sounds like a Troll, But again, sounds more like a troll post than anything else.

Yep....Thought the same thing

 

[Lifeangel1]

.
If you are going to boycott places that don't fire someone after one complaint, you will have a hard time finding anywhere to go in the US.

I agree. I also work in management. In my place of employment we would check the employee's work history (has this ever happened before,etc) interview the employee (this is the complaint, etc) appropriate action would then occur most likely in the form of a warning especially if a first offense. A;; this most likely happen at the end of his/her shift.

To say Disney, as a whole, doesn't care based on one incident is rediculous.

 

[Maleficent1974]

My husband is a HD store manager and there is no way he would or could have fired someone within 3 hours of getting a customer complaint. There are steps you have to follow and sometimes that takes days if not longer. To say that he was not taken care of within 3 hours is a bad reflection on Disney is a bit of a stretch...

 

[floridianer]

How can you say that Disney Managers didn´t talk to him???

Did he behave like before?
Did you think that he would be GONE just because you said something???
How could the manager PROOF it?

I am sure that they talked to him and that they CLEARLY explained to him how they want their CM to behave in the parks. Nothing more BUT nothing LESS also...
(I would do that with my workers should I get such a complaint!)

 

[Saxsoon]

That is a tad unrealistic to have the guy gone for the day. And yes, you have no idea how hard it is to get someone else to cover shifts at Disney. I had to work at the All Stars a few time where we were understaffed with no one else to cover.

 

[JMR859]

So am I to infer, that everyone is saying Disney has it hands tied, with both coverage and union issues, so it's proper to leave this pig at his post at least until the end of his shift? Wow, I guess it must be "PC" to spit on floors inside attractions now-no risk of health issues to the public there!

 

[cpdwiz]

So am I to infer, that everyone is saying Disney has it hands tied, with both coverage and union issues, so it's proper to leave this pig at his post at least until the end of his shift? Wow, I guess it must be "PC" to spit on floors inside attractions now-no risk of health issues to the public there!

No one disagrees with you. Its gross, and disgusting if it happened like that.....However, there are bigger issues. Lets put it this way..What if an ex girlfriend of this guy filed this complaint and he did nothing, but she wanted payback. Should he be fired on the spot? Now, if you complained, someone should have went right to the store and investigated it...Which, with how Disney is, I am sure they did...And, there is more of a health risk in a closed in ride, and germs on the ride handles, then spit drying on a rug...

Bottom line, if it happened, its wrong, and I bet Disney handled it..Have you thought of calling this store and asking for the person, see if he still works there?