What happened to the magic of the CMs?

[Tink n Poohbear]

Warning....I'm venting!

I remember going to WDW years ago when every CM you encountered seemed to embody the magic of Disney. I started noticing a decline in service a few years ago, but hoped it was just isolated incidents. However, it was pretty bad this last trip (we just got back last night).

I was a little disappointed over little things like no one wishing my DH a happy birthday even though I got him a pin, made the kids shirts, and reminded the GF 3 times (they said they would get him a Mickey card and never did). And it was a little inconvenient when our room at the GF didn't get cleaned and I had to take the trash out myself because housekeeping said they couldn't find my room (yeah- I'm not kidding, they called me twice on the phone to say they couldn't find it!).

But, I thought it was really something else when we were boarding Winnie the Pooh and the CM was digging for gold! His pinky was really shoved up there! And at the GF, a CM was spitting on the ground right outside the Grand Floridian Cafe windows - how appetizing for the people eating inside! And I'm not just talking a little spit - he was really hocking it up. And when DH sought shelter under an awning in a sudden downpour with our 4 month old DD, a CM told him he had to move. Now I could see if he was blocking an entrance or in someone's way, but he was up against a wall, far from any entrance or line and no one else was around. (Dh told him he was staying put!)

I also saw CMs who seemed to blatantly ignore people in wheelchairs.

So just curious....what happened? Is it a change in management? A change in the employment pool in Central FL?

Has anyone else experienced this?

This is not to say that I think this is representative of all CMs. We still encoutered many CMs who were wonderful. It's just unfortunate that there now seem to be SOOO many who aren't.

Aside from all that we had a wonderful trip! Even though it was Memorial Day weekend, we didn't encounter many long waits (longest was 35 minutes). And best of all, both of our twin DDs (4 months) laughed for the very first while we were there....what could be more magical than that!?!?

 

[Cyndirella]

I have never had a bad experience with a CM until our trip last week when I had 2. One was in the photo purchasing shop in MK (rolling her eyes at me, sighing, acting like it was my fault because my pictures were not showing up on my Photopass) and the other was in the Main St Bakery.

On the other hand, there were many that went out of their way to be extra nice, so that made up for the 2 grumps.

 

[WaltD4Me]

Funny you should mention this. I was just thinking about it for some reason.

On our last trip, I brought 12 CM thank you cards, I came home with 7 cards I never gave out.

We didn't really experience any rude CM's or really none doing gross stuff or anything, no one rolled their eyes either, but only five went out of their way or did something extra nice for me to give the card to. I have a feeling that five more than I would have found at any other amusement park though, so I'm not complaining.

I am AMAZED though that no one wished your DS Happy Birthday. I was there for my birthday May 10th and I got a button and many, many CM's and characters wished me a happy birthday. I'm really surprised even more wouldn't do this for a child.

 

[vegasnw]

I had a problem at the Main Street Bakery last trip as well, I looked right at the women and asked her if she was having a really bad day because she was treating me like it was my fault and that was very Un-Disney... you should have seen the look on her face when I said that, I have never heard sorry so fast in my life. I have no problem telling any CM when they are being rude or out of place with me, none at all and have every time it has happened which I am glad to say has "NOT" been that many times.

 

[Uncleromulus]

You must remember that for some years, WDW (and most other resort spots in Florida) has been scraping the bottom of the manpower pool. Which means that unlike years past, a fairly large # of sour apples are hired. For them, Disney Traditions is just another new employee course to sleep through. And management certainly has lost the attention to excellent service that Walt himself stood for.
That said, I should add that the majority of Disney CM"s are friendly and helpful. Per capita probably still the best of any major company.

 

[Duckfan-in-Chicago]

I still think for the most part the CMs are great. All you have to do is read the name tags to see that these people have come from all over the country to work for a company that doesn't pay all that much. A lot of them believe in the magic like we do and want to be a part of it. Everyone is allowed to have bad days, and when I see how the people in the parks act and treat these people, I'm amazed its only a few incidents a trip.

 

[Martha7]

We used to live in the Ft Lauderdale area, and I always found that hourly workers in general had a kind of bored attitude. I got so used to it, that whenever we traveled to California, (and certainly here in Michigan), I'm still surprised how cheerful and enthusiastic their counterparts are! We didn't encounter any bored CMs during our last trip over Spring Break though. I'd guess that the hot and humid weather that you get in Florida from now until about November could do that to you too!

 

[stemikger]

But, I thought it was really something else when we were boarding Winnie the Pooh and the CM was digging for gold! His pinky was really shoved up there!

Oh Man, I almost spit out my coffee because I was laughing so hard.

But I agree with you. Although my last trip was great, I did notice a couple of CMs who needed some more pixie dust in their morning beverage. I didn't take it personal, because it was last August and right after the bad hurricane they just had, so I assumed everyone was stressed out.

The first instance was at Pop Century when I arrived the women was training a new CM. She was not very pleasant, I was really excited because I just got there and I was extremely patient with the new CM, but the women who was training her had a face of stone. I made a couple of jokes and she didn't crack a smile. Oh well, whatever happened to have a magical day. She didn't even say a word when I was all done. She looked like she was misreble. I couldn't believe she was working at Disney.

The other instance I remember was at Pleasure Island, I bought a beer from one of the carts and I asked the girl how much it was and she didn't answer me. Because the music was loud I assumed she didn't hear me and I asked again. Her response was I heard you the first time. I said excuse me. She said there is a sign that tells you how much. Very rude.

That same day I heard a guy talking on his Cell Phone and he was saying to the person on the other end. The service has really gone downhill. They are not as nice as the last time I was here. Me and my wife looked at each other and smiled.

Having said all that, there were many many nice CMs. One in particular that stands out was when I got on the bus to go to Animal Kingdom and there was no once else on the bus. I told the bus driver that I actually wanted to go to The Animal Kingdom Lodge because I had reservations at BOMA. I asked him where I had to transfer and he said don't worry - I'll take you right to the lodge. Very cool.

 

[Pinnie]

I think we tend to forget that these CMs are people and not audioanamatronic robots. They have families, problems, issues, etc. just like people in other jobs have. Face it, most of them are working a minimum wage job and some guests can be downright rude and demanding. While I don't condone poor service, I do respect that these are people and are entitled to a bad day once in awhile.

pinnie

 

[Duckfan-in-Chicago]

The other instance I remember was at Pleasure Island, I bought a beer from one of the carts and I asked the girl how much it was and she didn't answer me. Because the music was loud I assumed she didn't hear me and I asked again. Her response was I heard you the first time. I said excuse me. She said there is a sign that tells you how much. Very rude.

I said before I think most of the CMs do a great job, even if sometimes they're not in the best of moods, and seem a little distracted. I would have reported this girl in a heartbeat. I can deal with apathy in a CM, but rudeness is unacceptable.

 

[AJKMOM]

I agree that it's everywhere. While buying 2 liter bottles of a soft drink at the local grocery store, I was standing next to the vendor who was stocking the shelves. Rather than being thrilled I was buying 10 bottles of HIS product, he emitted a very loud sigh! I jokingly said "I guess I'm undoing all your work" and he said "Yes, why don't you get it from the end of the aisle instead?" I was shocked.

 

[bicker]

I've found WDW to be among the best as compared to the rest of our society, with regard to maintaing a world-class level of service quality. They seem to excel even as many guests get more and more demand and less and less reasonable. I have found that familiarity breeds contempt -- the more often we go back to WDW, the less its magic has its effect on us. Taking a few years off seems to help make folks appreciate the magic on their return to WDW.

 

[Worfthedog]

This along with a few other threads has me a little worried, mainly because I have noticed many of the cracks that seem to be appearing in the Disney facade.

These are particulary noticable because my recent visit was the first one in three years.

The main one was when I was in the queue for Space Mountain and noticed a woman in a wheelchair had been waiting since before we had joined the queue at the 'split point' (you know where you decide if you should join the left or right queue at the booth thing?). By the time we had got to boarding she was still there (over 20mins). When asked how many in my party I said that I believed that the woman in the wheelchair was before us and was told 'Someone will get around to her eventually'. I asked if that someone was meant to be him (the cast member) and he looked at me with distain and said 'So you gonna ride or not?' I said that I would ride when it is my turn after the woman. Anyway the woman rode, then we rode and then I gave the CMs name to guest relations. It was a difficult position for me as I did not know if the woman would like my help, it could have seemed quite patronising on my part, but I did what I'd hope someone else would do for me if I were being ignored. The woman thanked me so I don't think that she was offended.

The second time it really bothered me was on Living with the Land, we were on the first boat of the day (soarin' had just opened so there was just 6 people on the boat). The cast members microphone stopped working about 1 minute into the ride, he continued without the microphone since there were so few of us and we were all at the front of the boat. About half way through the ride he sat down and said to me 'I had too much beer at Pleasure Island last night to be bothered with this - nobody listens anyway' I noted that it was a friday morning as I gave his name to guest relations.

I know that first and formost the job is just that (and not that well paid either) much like any other, but there had been a distinct change in the cast members for some reason that should be adressed.

Paul.

 

[irishone1979]

I was a CM at the Disney store for 4 year and one thing I really remeber them pounding into your head was that no matter how bad your day is- don't take it out with you on the "stage" (the main store area) You can be upset and everything in the stock room, but right when you step onto the stage you plaster a smile on and are friendly no matter what. Now, I have encountered some CM's at WDW that have not shown that "Disney spirit" that I was taught, but I have also met many CM's that exude that positivity (is that a word??) constantly. There will always be a couple "bad seeds" no matter where you go, but hopefully you also encounter the good apples on the same trip.

I am so sorry that no one wished your DS a happy birthday- that isn't like Disney at all (from all of my experiences being in WDW and even working for TDS)

If I encounter a CM who has an "attitude" toward me- I tend to leave by saying "Have a Disney Day...." Because that is normally what we were told to say to guests in our stores....Sometimes it makes the CM think- other times they just roll their eyes, but I have done my part

 

[MAKMOM41]

Quote:"I was a little disappointed over little things like no one wishing my DH a happy birthday even though I got him a pin, made the kids shirts, and reminded the GF 3 times (they said they would get him a Mickey card and never did)."

Did you get him the Birthday Badge at Guest Service at the MK? If yo did... it's weird no one said anything. I can see them missing the shirts...I don't read peoples clothing. But they are trained to spot the Birthday badge.

 

[VickiVM]

Our family received a large helping of magic this past Tuesday. I 've posted about it just a few moments ago.

 

[meandtheguys2]

We had a CM replace my DS8's Mickey Bar when HE dropped it while looking at pins. She then went and found him a lanyard pin just to be sweet. Absolutely magical. We left that day feeling grand.

 

[Sherrilatte]

On our last trip, I brought 12 CM thank you cards, I came home with 7 cards I never gave out.

What a novel idea! I think I will bring cards or notes with me too and give them out when a CM goes the extra mile. I will be using them at Universal and WDW! What a wonderful way to report a compliment to their immediate supervisor.

thanks WaltD4Me!

 

[C.Ann]

There are disgruntled employees everywhere and I'm sure Disney is no exception.. I was there in April and luckily, every CM I encountered was not only polite, but clearly happy to be working for Disney..

Rudeness and apathy is often the result of dissatisfaction with ones position.. If they are truly unhappy with their job, they should seek employment elsewhere.. (Especially the younger employees who aren't already locked into supporting a family, paying a mortgage. etc..) Their pay scale should not have any bearing on their performance.. Obviously they were informed of their hourly wage prior to actually being hired and walked into the situation with their eyes wide open.. On the other hand, I have seen CM's treated so rudely by guests I actually had to fight the urge to intervene..

That's not to say that employees don't occasionally have a bad day - everyone does - but if working for Disney doesn't satisfy them - or they are no longer able to handle the stress of wearing a Disney smile while a guest is screaming in their face - it's time to move on..

Dealing with the public is never easy and some people just aren't cut out for it..

 

[lovethattink]

Flame suit ready...I think work ethic begins at home, not Disney. It is a parent's responsibility to instill work ethic into their children. My parents reared me in such a way that I was "trained" to Do my best in all I do. It didn't have to be perfect, but it had to be the best I could do. It was something I carried with me, and am trying to instill it into my children. My husband was brought up the same way. My ds(11) is one who needs lots of encouragement to get something done. He prefers to do the least he has to do to get by.