What happened to the Magic?

[joe]

I just got back from Disney. I visited all 4 parks and the crowds were not that bad. I have visited WDW so many times over the years that I've lost count but this was my first trip in a couple of years. My question is.....What happened to the magic?

WDW used to be have such a great atmosphere and I noticed very quickly that this is no longer true. I am not one to complain or even pick up on the little things that make for bad service but what I saw was too obvious. The employees seem so unmotivated. It used to be sickening how every employee at WDW acted as though they took a happy pill before going to work. Although there were some motivated employees, it was not the norm.

I went for my son's birthday and we were given a birthday button at AKwhen we purchased our tickets. My son was treated pretty nicely by the employees but it used to be that the employees would look so happy and go out of their way to excite the children. Instead the employees just acted like regular people off the street being nice. CM's used to make every child feel like a million bucks.

I was on a tram and a gentleman from England was getting his crippled son into the tram. After he did so, he was struggling to put the wheelchair on the tram. He asked an employee to help him and the employee said "You're a strong guy, you can handle it" My father-in-law was going to help him out but we were a few rows back and the employee wouldn't let him go help. My wife told me what the employee said after we got off the tram. I did not know he said that. If I had heard him say that i think I would have gotten off the tram and wiped the floor with this sub-human. My father was handicapped and passed away 2 months ago. I can't believe this happened, especially at WDW.

Also, when returning a stroller a CM cashier let me stand there 2 minutes while he spoke on the phone. I then noticed that there was someone else handling the stroller returns as he popped out of his area. If I hadn't noticed I would have been let to stand there all day while he spoke on the phone. I guess taking 3 second out of his phone call to direct me to the proper area was too much to ask.

Overall it was just a general "feel" that things are not like they used to be. The employees have lost motivation and WDW is not as "magical" as it used to be, at least for me.

Combined with the fact that WDW has not added any "WOW!" attractions in quite a while I can see why more and more people are going to Universal.

 

[peachgirl]

I have to say that we didn't experience what you did during our 2002 Christmas trip, at least not to the degree you did.

I did notice a marked difference between the CM's at the MK and the other parks. Surprisingly, the few instances I encountered of less than great CM's was at the MK, but nothing that left a really lasting negative impression.



A good friend of mine works as a CM at WDW and she often comments on how hard it is to keep up the wonderful attitude we've come to expect when business is so slow and cutbacks are so heavy. I rather imagine it's a bit depressing for them. That's still no excuse, just a possible explanation.

You really should have taken note of the CM's name regarding the train incident as well as your encounter with the stroller return. That behavior is totally inexcusable, but the only way to stop that sort of thing is to let those who have the power to correct it know about it.

 

[mickeysaver]

Well, I have only been to WDW twice as an adult in charge of my own ability to have a say about the service I received. I can say that in March, 2001, as well as September, 2002, we had a great time. The CM's were all great. I have no problems with any of them. I got my fix of pixie dust and then some. Sorry you had such troubles. Mickey

 

[Bete]

I agree with most of what you say but tourism has taken so much away from WDW lately that I think it will take a while to come back from it all.

There have been cutbacks since you last visited and I think it has taken a toll on the CMs. Before my husband retired from his company he went through some rough times and it's extremely difficult to come in each day with a happy face. Although, I do believe in Disney's case they will hurt in the long-run if the attitude doesn't change by the CMs. It is becoming noticeable to me, as well. There are many times I feel more informed then the average CM. I can see how first-timers might get discouraged from it.

Mission Space is coming soon and there's been an announcement for a new attraction at AK. Also, Pop Century resort is finally going to open. There is some light in the tunnel.

I tend to go now when there are special events like the Flower and Garden show with Star Wars weekends, Halloween and the Food and Wine Festival, Christmas, etc. I think it's better at those times but then you have more crowds at the parks.

I went this past May for 11 nights and overall I had a nice time but I can't say I had a terrific time. There is a difference
now-a-days. Actually, I decided to take a break from WDW. I have my sights set on California Adventure and Disney Tokyo, now. I want to spice it up. I haven't seen either place; so, I believe that will help to bring the magic back for me.

 

[Disnsyncey]

I'm dreadfully sorry that you ran into sub-par CMs at WDW....

We try to be as magical as possible at all times, but we're not perfect.

Seriously, we do take happy pills when we come to work......when I am in the kitchen of CRT, I don't always have a huge smile on my face, and sometimes if I am having a bad day, I might not act as nice to my coworkers as possible. But when I walk onto the carpet in the restaurant, I have the biggest smile on my face and I turn on my efficiency and determination to do my job. You can't find us at fault for that.

If I do act un-magical towards a guest, its for the magicalness of another guest and because I am trying my hardest to please everybody. I apologize for that. If you don't get magic from one CM, keep a good outlook and you will recieve it from another one.

 

[Planogirl]

I've noticed a change too over the years and I suspect that those of us who have gone for a while might often notice it more. But there are still many good CM's there but with all of the troubles, they seem to often have a very heavy load to carry. Don't forget the layoffs and the downturns which are bound to have affected some morale.

As for no new big attractions, Disney seems to have been in a cutting mode for quite a while now but hopefully they're reversing this now. Anyway, don't give up on them! I think this is cyclical and it will all be back, at least I hope so.

By the way, I go to all of the parks so I keep comparing.

 

[nataliesdaddy]

to get really unmagical about it - the guy who runs disney is a dirtbag!! ok everyone will find that statement very harsh - but as part of my explanation of why "service" and attitude of disney cms might be down it is important. In 2002 michael eisner's (the head of disney) full compensation with stock options was 700,000,000 dollars. The single most grossly overpaid ceo/chairman in the world for 2002. a friend of the family who runs the worlds largest financial services firm made under 20mil for the year. that is a huge contrast !!! on top of that for the 700,000,000 that eisner made they laid off tons of employees, and the companies financial performance was still abysmal - Imagine, if you will, if instead of being greedy Michael eisner had taken 20 million a year instead of 700 million and had spent the other 680 million on the staff - there would have been no lay-offs. The cms would have been grinning ear to ear having been made recipient of a nice swat of stock options - frankly I am incredibly concerned about disney going forward - that is why I made such an emphasis on staying at the contemporary this time - If Disney and its management continue to grossly mismanage Disney - there may be a time when my 7 year old wants to take her children to disney and Walts Dream may no longer be there for her to go to. I am somewhat livid about it actually. The future of diney is dependent on the very service you experienced in the past. It is the happy employee that makes disney the experience it is...not the rides...hopefully the greed monster at the top of disney will get a heart. Perhaos he should try being a cm for a day

 

[nativetxn]

How sad that the magic didn't find you

I don't know if I have just been extremely lucky or what but I made 4 trips last year and just returned from my first solo trip in 2003 and I deluged with magic including smiling, helpful and thoughtful CMs.

I'm sorry you were disappointed. I will watch in August and see if the magic finds me then.

Katholyn

 

[kamgen]

We just got back on June 1st and the magic was alive and well on our visit! We have visited WDW many times in the last few years and have never missed being engulfed in it!
Like nativetxn said, sorry the magic didn't find you.....

As for WOW attractions, I am easily "wow-ed" I guess...I say WOW as soon as I walk in the gates!

Kamy

 

[tonyk]

So far I have been more than satisfied by the CMs in general. There were a couple who were outstanding and a couple who could have used some improvement.

However, when I compare them with Busch Gardens employees, there is a HUGE difference! BG employees look like they want to be anywhere but at their jobs. I get better response and attitude at a convenience store. And management is no better. Try going to them with a legitimate complaint. What a joke. To top it off, it was on the day I was buying year passes for 5 people for 3 parks (Busch Gardens/Sea World/Adventure Island). And the problem was related to that. You would think they could even pretend to care about us for that day when we were handing over hundreds of dollars.

I will take Disney CMs ANY DAY over Busch Gardens. And I don't mean that as a backhanded compliment.

 

[nataliesdaddy]

tony that is good to know - we are having a combined disney / seaworld / discovery cove trip... will be interesting to see the diference

 

[tonyk]

Nataliesdad,
I should mention that SeaWorld staff is MUCH better than BG. Maybe because they have to compete right there in Orlando?

 

[TreeOfLife]

I agree that often the feeling is that CMs are there just "on business". The courtesy, the sparle that characterized the Disney environment isn't always there.

Looks like all the problems and challenges are turning down the morale at Disney.

 

[PatriciaH]

It is so hard to be in a customer service position these days. It was always a lot of work making customers happy but now people have just gotten plain rude. They throw garbage where ever they want, spit, take off their shoes in the restaurants, pee all over (read the shocked thread), and treat others like scum-esp. CM's. I can not imagine some of the abuse they must take. All for $6 an hour I see how the customer service people at the store I work at are treated. They are called Bi**hes, fat, as*h****, and MORE! For NO reason-because they are "going too slow" or just because people want to take out their lousey day on them.

 

[TreeOfLife]

PatriciaH, that is precisely the opportunity for a special CM to rise and shine, bringing on the true magic!

Otherwise, it is same ol same ol menial customer relations and not much so magical and different about the place.

 

[barbeml]

We have been to The World many times over the past 6 years and have never had a less than spectacular experience with the CMs. I was new to the DIS shortly before our last trip and, after reading some negative posts, was a bit apprehensive. Not to worry.

From the moment the fabulous Lynn checked us in to the Polynesian we were immersed in the magic. Although we failed to get on Test Track once again (it was shut down every time we attempted), a CM overheard us complaining about it--in an amusing way, since this has become a running joke for us--approached us, noted my lanyard of pins, asked us to wait a moment, and came back to offer me a Beauty & The Beast pin with her compliments. All this care from a bathroom attendant.

I am truly sorry that you had a disappointing experience, but I have found that the best "service people" at other parks and resorts do not come close to Disney CMs on an "off" day.

We love you CMs!!!

 

[kilee]

I guess I should feel lucky because I too have only had "magical" moments at Disney. A few weeks ago I called to order my MNSSHP tickets and when I was getting off the phone the CM wished me a magical day. I just love that about Disney.

I guess the reality of it is that you can encounter bad attitudes anywhere-- including the "happiest place on earth". Fortunately there are many, many more great CM's so, hopefully the magic will find you again next trip.

 

[JWimberley]

For anyone that wants to insure that they have a magical experience at the Disney parks try going to a regional amusment park like Busch Gardens or Six Flags in your area before you leave for Disney. I can't begin to explain the difference that you will see in what passes for acceptable at Six Flags Astroworld here in Houston versus what you see at Disney.

Another thing that I think makes the difference is what we have come to expect. Either because we have been to Disney so many times and we learn to expect the best or because we have never been and have built it up so much in our minds. The important thing is to remember that your worst day on vacation still beats your best day at work!

Joshua

 

[Jay Since 72]

Originally posted by JWimberley
For anyone that wants to insure that they have a magical experience at the Disney parks try going to a regional amusment park like Busch Gardens or Six Flags in your area before you leave for Disney. I can't begin to explain the difference that you will see in what passes for acceptable at Six Flags Astroworld here in Houston versus what you see at Disney.

True indeed. My girlfriend and I went to Six Flags Great Adventure for an afternoon- it was her birthday, and she loves roller coasters. What struck me was how they tried to imitate 'Disney design ethic', but only succeeded in making everything look rather cheap. But the difference, as JWimberly said, is astonishing.

 

[peachgirl]

It is so hard to be in a customer service position these days. It was always a lot of work making customers happy but now people have just gotten plain rude. They throw garbage where ever they want, spit, take off their shoes in the restaurants, pee all over (read the shocked thread), and treat others like scum-esp. CM's.

Excellent point!

I have to say that I'll take the attitudes of the CM's over the attitudes of some of the guests I saw on our last trip any day of the week.

No matter how much a CM may love Disney or how much they enjoy spreading "magic", they're only human and can only take so much.

Just one instance of horrid behavior that we saw on our last trip...There was a man standing at the counter at Cosmic Ray's waiting for his order. He was yelling loudly about how long it was taking. Finally, he looked over the counter and said, loud enough for everyone to hear, that the plate sitting there looked like what he ordered. Then he leaned over and grabbed the plate! The CM standing there was speechless at first and then tried to tell him that he couldn't do that. He took the plate and pitched it at her, missing her by inches! He demanded a manager, who he got. Never once did the CM lose her cool, although when the manager came up she walked off and you could see the tears in her eyes. I was astounded. This was the worst example, but there were plenty of guests who absolutely made my jaw drop with the way they treated the CM's.

I did find that if, when I approached a CM, I did so with a smile on my face and I treated them with a little respect and courtesy, it seemed as though they were almost grateful!


I still say the behavior the op told of was uncalled for and should have been reported, but it works both ways. Sometimes you get what you give.