Why Castmembers Hate DVC Members!

[Rash]

I'm impressed! Born in South Philly (Rugby Street) Moved to Cherry Hill, NJ (now in NW NJ)

Eagles fan Strong word, that word fan. Used to be, had my heart broken too many times. Still wishing them well, and expecting them to choke....sigh!

Yo! back at ya!

-Tony

Also grew up in Philly - Northeast. Family is still there. I left in 1992, in Cary, NC now.

Don't despair - this is the year!!!!

GO EAGLES!!!

 

[PamOKW]

This is also true for tipping. The timeshare side has a reputation (it must have been earned somehow!) for being ... well, let's say tight. Most guests do tip appropriately, but when a tip is nonexistent, or extremely low, it is almost always a timeshare guest.

This is a concern I have when I read on these boards about DVC'ers who don't tip. There is a laundry list of reasons they give for not tipping and it is a personal decision. However, I think if DVC resorts get a reputation among the CMs for not tipping as well as other resorts, the good CMs will not want to work there. Cleaning a GV is a lot more difficult than cleaning a single hotel room and if the pay is the same (or less) due to tipping, where would you work? I try to tip comparably to what I would tip at a hotel and bump the amount up based on the size of the unit. And yes, I do a lot of clean-up in the unit as well.

 

[WOW]

Original Poster------unfortunately I can relate to your post. We, here in the North East (Metro Area) seem to have this mentality that we are deserving of everything in this world and if that doesn't happen we choose to be arrogant!!!! I was brought up in PA and have lived in NJ 37 years and I cannot wait to move to Florida----hopefully 1 -2 more years. One of the reasons, I believe, is that this is such a densely populated area-----way too many people squeezed into a small area. When we are at OKW, I can almost always spot the people fron NJ/NY and I am proud to say that our family is in no way like most people. We are very fortunate that we were able to buy into DVC in 1993 and we always treat the CM with respect and we are probably over generous with our tipping, which is fine.

Just a quick note: When our OKW trip is finished and we are at the airport, it is like a whole different world with the people waiting at the gate bound for Newark.....it is not a good feeling. When our children were young, even they noticed it......

 

[jarestel]

I respectfully disagree with this generalization, particularly the portion I bolded. There are many factors which consumers use to make a purchase decision - product quality, price, brand, convenience, etc. - and customer service is only one of them. As for expecting "service after the sale", I believe that the trend towards retailers that offer lower cost but lower customer service (Wal-Mart is the extreme, but most of the big box stores qualify) and away from smaller shops that offer personal service at higher prices shows that the opposite is true.

DrT, Disney definitely does NOT offer lower cost in the Orlando timeshare market as they are one of the most expensive. There ARE many reasons for buying DVC but price competitveness is certainly not one of them. Brand name and quality are valid reasons, but again customer service is a key component in establishing the brand as desireable, without which the brand and quality both become tarnished.

Bottom line is, Disney would never endorse your idea of customer service as legitimate since they've worked long and hard to achieve a public persona that values the way they treat their customers. Now individuals within any organization may disagree with the corporate goals, but those people tend to find new lines of work, either voluntarily or involuntarily.

Any company can sell you stuff, but the real difference lies in how they resolve problems that occur, and all products will have problems. The company that leaves me on my own to work out my own problem will be a company that never gets another dime of my money. And in the hospitality industry, you can't afford to throw away repeat business. But as I say, it's a moot point anyway because the Disney Company doesn't endorse poor customer service.

 

[tinkerbell of winter]

Is this post for real? Wow! That's all I have to say, i'm speechless!

 

[DVCPAT]

Any company can sell you stuff, but the real difference lies in how they resolve problems that occur, and all products will have problems. The company that leaves me on my own to work out my own problem will be a company that never gets another dime of my money. And in the hospitality industry, you can't afford to throw away repeat business. But as I say, it's a moot point anyway because the Disney Company doesn't endorse poor customer service.

I agree 100%, your competition never sits still. If you fail to provide great customer service, your competitor will gladly fill the void. Problems are always opportunities in disguise (I think the Chinese use the same word for problem and opportunity). A problem customer can be recorded and provide “how to” training for employees. Smaller companies seem to let employees wear their heart on their sleeve and allow bad situations to escalate. Billion dollar corporations realize how much a polite/rude customer is worth over the next 20 years. It’s about winning the war , not a small battle.

 

[MommaluvsDis]

I cannot help myself, I simply must reply. I feel that there are very few reasons for a person to be rude. However, when we checked into to the WL before we'd purchased into the DVC, the CM that waited on us was extremely haughty and rude. This was not my first time to Disney and I was embarrassed that my friend that was with us was witnessing this kind of behavior after I'd told her how nice and helpful the CMs were. This was her first time to visit the Magical Place.

This CM was short and gave snappy answers to the two questions we asked. When I asked for the complimentary lanyards and pins that were a part of our American Express offer, she slammed them on the desk.

We went in with a smile, quietly waited our turn and greeted her with a very pleasant, "Hello. You have a beautiful place here."

So, it works both ways. We always tip everyone that assists us and we tip with a smile and a thankyou along with money. True, CMs are there to serve and assist and are not our doormats but we're not CM's doormats either.

There are rude people on both sides of the counter.

 

[Crissup]

However, when we checked into to the WL before we'd purchased into the DVC, the CM that waited on us was extremely haughty and rude.

Worst check-in we ever had was at VWL. The CM was a complete disaster. He screwed up our keys, ended up losing one of them, and then couldn't understand why I felt we didn't have all our keys. When I pointed out that if he was correct, then we only have 5 keys for 6 adults, he still didn't get it. We finally demanded a manager. Explained to the manager what was going on and the manager issued another key. Three hours later, my key stopped working (it was one of the keys the first CM was trying to fix). I had to call the front desk and wait for them to send another CM up to let me into my room.

 

[DrBond007]

I respectfully disagree with this generalization, particularly the portion I bolded. There are many factors which consumers use to make a purchase decision - product quality, price, brand, convenience, etc. - and customer service is only one of them. As for expecting "service after the sale", I believe that the trend towards retailers that offer lower cost but lower customer service (Wal-Mart is the extreme, but most of the big box stores qualify) and away from smaller shops that offer personal service at higher prices shows that the opposite is true. I know that personally I'd rather do the research, make my decision then buy the product at the lowest price; if the product functions, there's no need for "service after the sale" - I don't want someone calling me trying to sell me more....

As for "The Customer is always right", sorry, wrong answer. As both a small business owner (software) and a customer, I've experienced more than enough situations where the customer was definitely in the wrong. Have I made attempts to accomodate them? Yes - but they weren't "right".

To me, the sad truth is that the days of CMs going the extra mile - as the rule, not the exception - are as much a part of yesterday as guests who were courteous in their requests and realistic in their expectations. All over the DIS, and allearsnet, and r.a.d.p you can find examples of how to work the system to get every last drop you're entitled too - and a lot that you're not. With this mentality, I'm not surprised that Disney CMs respond by only giving the bare minimum - and less.

IMHO - YMMV

The SERVICE PROFIT CHAIN by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger and Putting the Service-Profit Chain to Work (HBR OnPoint Enhanced Edition) by James L. Heskett, Thomas O. Jones, Gary Loveman, W. Earl, Jr. Sasser, Leonard A. Schlesinger are great resources to describe teh relationships between the factors you mention - "product quality, price, brand, convenience, etc. - and customer service is only one of them." It may shed some new light on the importance and priority of customer loyalty. In many businesses, like in the healthcare business, people percieve overall quality (even competence and product quality) by service quality (which is a bit larger than just customer service).

I agree, they are not always right, but must be allowed to be wrong with dignity. A business design cannot be designed around the exceptions and those seeking to take excessive advantage.

Thanks for raising the discussion points, they are good ones.

 

[3DisneyNUTS]

Original Poster------unfortunately I can relate to your post. We, here in the North East (Metro Area) seem to have this mentality that we are deserving of everything in this world and if that doesn't happen we choose to be arrogant!!!! I was brought up in PA and have lived in NJ 37 years and I cannot wait to move to Florida----hopefully 1 -2 more years. One of the reasons, I believe, is that this is such a densely populated area-----way too many people squeezed into a small area. When we are at OKW, I can almost always spot the people fron NJ/NY and I am proud to say that our family is in no way like most people. We are very fortunate that we were able to buy into DVC in 1993 and we always treat the CM with respect and we are probably over generous with our tipping, which is fine.

Just a quick note: When our OKW trip is finished and we are at the airport, it is like a whole different world with the people waiting at the gate bound for Newark.....it is not a good feeling. When our children were young, even they noticed it......

I take offense to this and just because you wrote such a biased post I am glad you feel you are not like other Northeaster's. I know here we do not classify people according to their region. Jerks can live in any part of the world. Please don't continue to give credit to a ridiculous stereotype. It is ignorant to believe that regionality leads to a "type" of person. JFYI you will probably see more "northeasters" in Florida than you can imagine.

 

[Dizholic]

I am a lurker that usually just reads what everyone has to say, but on this subject I had to comment. I always try to be nice no matter where I am, whether it is the supermarket, Target, or checking into a Hotel. When I do come across a person having a bad day I call them on it. I ask if they are having a bad day, if they say no, then I ask if there is a reason why they are being nasty to me. Usually this is like a wake up call to them, because sometimes they don't realize the are being nasty. If this does not work, and they continue to act the same way, I ask for a manager. I will not allow someone to treat me poorly, especially when I have done nothing to deserve it.
I do have to say, I have stayed in alot of Hotels at Disney, and I have never had a problem. ºoº

 

[doubletrouble_vb]

Original Poster------unfortunately I can relate to your post. We, here in the North East (Metro Area) seem to have this mentality that we are deserving of everything in this world and if that doesn't happen we choose to be arrogant!!!! I was brought up in PA and have lived in NJ 37 years and I cannot wait to move to Florida----hopefully 1 -2 more years. One of the reasons, I believe, is that this is such a densely populated area-----way too many people squeezed into a small area. When we are at OKW, I can almost always spot the people fron NJ/NY and I am proud to say that our family is in no way like most people. We are very fortunate that we were able to buy into DVC in 1993 and we always treat the CM with respect and we are probably over generous with our tipping, which is fine.

Just a quick note: When our OKW trip is finished and we are at the airport, it is like a whole different world with the people waiting at the gate bound for Newark.....it is not a good feeling. When our children were young, even they noticed it......

As a long time NJ resident who was born in Amityville and raised on the island...tell me how do you spot NYMetro people? I wouldn't be able to spot them unless they started talking. And I have to agree with the poster who observed that there are a ton of northeasterners in the southern states now. A microcosm of the globalisation of the economy.

 

[FLORIDAFUNFAMILY]

this is so silly !!

 

[goofynme]

Why castmembers HATE DVC members??

I realize the OP is young and hurt but WOW that is a heavy, and certainly unwise, statement.

 

[SueOKW]

I'm so tempted to start a tongue in cheek thread -

why dvc members hate cast members...

1 - they are always smiling
2 - what's with their inability to point with one finger????
3 - and really, why ARE they always so darn helpful???

but, i figure there might be some who would think i really was bashing CMs
hee hee!!!

 

[Patty3]

The respect needs to go both ways. Personally, I am glad that you no longer work at a DVC hotel. Your hatred of DVC members shows through to your subordinates and only creates an atmosphere of discontent.

 

[AKDVCfriend]

I have worked for many years in the Customer Service industry and have had a lot of training about providing Customer Service (I have been a front desk clerk, as well). I have been attacked verbally by very frustrated people on many occassions - I just happened to be the lucky soul a that time. I have learned that there are many kinds of people everywhere. When these things happen all you can do is try your best to smooth-over and remedy the situation, sometimes it won't matter what you do - that person won't be happy. This all being said, I don't think that all Cast Members hate DVC members - it's a very broad sweeping statement. Next time you feel you are being honest and constructive - try to stick to facts, provide examples and solutions to the problems (eliminate emotional adjectives). We don't all deserve the "rap" for the few. My husband and I love Disney because everyone is friendly and wonderfull, we tip everyone, and I even like to bring special treats from our area for the frontdesk and housekeeping staffs. I wish I could give you a solution for your frustration, but I don't have one. I just hope that soon, your good experiences out-weigh the bad - or maybe you should try a career change that doesn't require so much exposure to people. Good luck and hope you have a better month.

 

[athenna]

Thank you, AKDVCfriend!
We all appreciate that. I knew there was no way, ''all CM's hate all DVC'ers''. When I first read the OP, I was nervous, as I am a new DVC member, and haven't yet made my first DVC trip.
I pictured the CM at the front desk running away when they found out not only was a new DVC'er, but that I'm from New England.
I have only had pleasant experiences with CM's. And I am not the type to complain about something. And if I ever had to, I would never take it out on a CM.
We do appreciate your customer service, and the other CM's service. And I am proud to be a new member of the DVC community.

 

[rayelias]

I'm so tempted to start a tongue in cheek thread -

why dvc members hate cast members...

1 - they are always smiling
2 - what's with their inability to point with one finger????
3 - and really, why ARE they always so darn helpful???

but, i figure there might be some who would think i really was bashing CMs
hee hee!!!

4. When they're nice to my family, they make me look bad by comparison.
5. They make me feel guilty having a magical time on vacation while they're stuck working and servicing me.
6. They get to spend much more time in WDW than I do.



.

 

[idratherbeinwdw]

1 - they are always smiling
2 - what's with their inability to point with one finger????
3 - and really, why ARE they always so darn helpful???
4. When they're nice to my family, they make me look bad by comparison.
5. They make me feel guilty having a magical time on vacation while they're stuck working and servicing me.
6. They get to spend much more time in WDW than I do.

Gettin' in on the fun:

7. They get to wear really neat costumes at work.
8. They are nice and warm in FL and where I live it is freezing.
9. They get to go places in WDW behind the scenes that are even more interesting than the Behind the Scenes Tours show.