Why Castmembers Hate DVC Members!

[DrBond007]

Anonymous or not, the OP should never have pressed submit.

Then we would not have had the opportunity to participate in this enlightening discussion.....

 

[athenna]

Without us from the Northeast, the word would be a boring place!

 

[Rash]

Just my opinion, but I respectfully submit that some of you are missing the point. I think we can all agree that we should treat each other with respect and civility and that unfortunately not everyone does. So we can go on and on with our lessons in civility, and they are certainly valid, but that will not change the fact that there will ALWAYS be uncivil, disrespectful people. The question is - will there continue to be CM's like the OP who don't seem to be able to handle their dealings with the public in the professional, non-judgemental, non-generalizing way that a public relations job demands - not just at Disney but anywhere.

As I've mentioned previously, when you deal with the public, you get the public - warts and all. How you handle the warts is what separates good CM's from bad ones, good companies from bad ones. This CM needs one of two things - some serious supervision and training in public relations, or a new job.

 

[PamOKW]

There is a very successful business in our area that has a giant "boulder" by the front door with the "Rules" engraved on it.

Rule #1 -- The customer is always right.

Rule #2 -- If the customer is ever wrong, refer to Rule #1.

If you're going to run a successful customer service business that needs to be your philosophy. For someone in management to come on a public board and post that the employees "hate" the customers is inexcusable -- no matter how "cute" or "helpful" they felt they were being. If this is truly a CM and not a troll they need to rethink their business judgement.

 

[jennymouse]

When I first read the post I was kind of ticked off and hurt and told myself that I wasn't going to take the front desk CM's any goodies this time. But, after thinking about it I think I am going to do it anyway. I'm going to make some homemade peanut brittle and on the bottom of the plate that they'll see after eating the peanut brittle will say "From a not naughty DVC Member."

 

[DrBond007]

There is a very successful business in our area that has a giant "boulder" by the front door with the "Rules" engraved on it.

Rule #1 -- The customer is always right.

Rule #2 -- If the customer is ever wrong, refer to Rule #1.

If you're going to run a successful customer service business that needs to be your philosophy. For someone in management to come on a public board and post that the employees "hate" the customers is inexcusable -- no matter how "cute" or "helpful" they felt they were being. If this is truly a CM and not a troll they need to rethink their business judgement.

Actually, that does not work. Frankly customers are sometimes wrong, and one cannot always consider everything they want, need, dream up, or ask for is right. A customer may want to park thier car in the lobby so they will be closer to the elevators. A much better saying/philosophy is Customer's need to be allowed to be wrong with dignity. That boulder will get in the way of them really developing customer loyalty.

 

[lllovell]

There is a very successful business in our area that has a giant "boulder" by the front door with the "Rules" engraved on it.

Rule #1 -- The customer is always right.

Rule #2 -- If the customer is ever wrong, refer to Rule #1.

I used to agree with those rules (especially when I worked with the public many moons ago) but unfortunately, times are changing and in this MEMEEEMEMEMEMMEME world, too many people don't care that you can go by rules #1 and #2 but not at the expense of others around you.

If you have been wronged, stand up for yourself. If you have been inconvenienced or think you deserve more than the guy next to you and feel like you have the right to scream and yell until you get what you want, then I have a problem with that.

Do unto others is our #1 rule in my house.

 

[Sammie]

the customer is not always right. I will agree that Disney used to do a better job of dealing with problems. Lately a few, I do mean a few CMs have forgotten the Disney way of dealing with problems.

However as to the customer always being right, not true anymore as stated due to the changing demands of the public.

A DVC member whose child did not like the Clown at the BW pool wanted the BW to cover it during their stay and close it down. This is a true story. When Disney refused, they pitched a fit and demanded they move them to another resort.

They should have shown them the door.

 

[elfbo]

We didnt have to be naughty. We got a room when we came in at 11am, with a water and golf course view at OKW.

As for our first trip home, the CMs were nothing but polite and helpful. I didnt see anyone screaming or being demanding to the CMs except when we were over having lunch at POFQ, which isnt even a DVC resort. We got lots of welcome homes, starting with the gate guard, who, when she realized this was our first trip, gave us detailed directions on where to go, and what to do for check in.

So even if some castmembers hate DCVer, obviously not all of them do. And not liking someone is not reason to stop being polite to them, even in an informal outlet like an online message board.

 

[Califgirl]

I've been reading this thread since the beginning. I have to say that I understand exactly what the OP is trying to convey.

I also work at a hotel that is 1/2 hotel and 1/2 timeshare. The huge majority of our guests from either side are wonderful! However, when a guest starts to rant and rave and be demanding on fairly small issues, it really is almost always a timeshare guest. 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.

Do timeshare guets get a different level of service? No. We treat them as courteously as every other person who walks onto our property. We're glad they have come to visit. Most of our guests are wonderful people and I am glad to get to meet them.

But, as stated above, the majority of 'problem guests' and small tippers really do turn out to be from the timeshare side. (Remember, these people are a very small overall percentage of our guests.)

And yes, if there is a problem with a guest, there are notes made in their file for customer service reasons. We want people to be satisfied. This allows us to be aware of current and potential problems, and to make sure the guest is happy during future visits. If there is a pattern there, well, I'm sure it is noted.

I'm sure the OP could have worded the post in a less inflammatory way. I just want my fellow DVCers to realize that DVC is not the only 1/2 hotel, 1/2 timeshare property that has this issue. I do believe, as many have already stated, that this 'difficult guest' attitude comes from a small percentage of timeshare owners who have a strong sense of entitlement.

 

[KNWVIKING]

****"And yes, if there is a problem with a guest, there are notes made in their file for customer service reasons. We want people to be satisfied. This allows us to be aware of current and potential problems, and to make sure the guest is happy during future visits. If there is a pattern there, well, I'm sure it is noted."****

Do you know what this tells me ? You're afraid of him !! It means "don't give the jerk the dumpster view because he'll have a fit ". End result is the jerk is catered too and the nice guys get the shaft.

 

[Rash]

Do you know what this tells me ? You're afraid of him !! It means "don't give the jerk the dumpster view because he'll have a fit ". End result is the jerk is catered too and the nice guys get the shaft.

It could mean that, but it doesn't have to. I work in a health care facility. While we don't explicitly note difficult behavior in the patient's file, we do use a code that basically says "tread lightly with this one". It never hurts to know beforehand if your dealing with a difficult individual. They may be treated with kid gloves, but the rules aren't bent for them. We just know to be extra careful in explaining the rules to such a person.

 

[jarestel]

Customer service is what distinguishes one corporate entity from another and the business ( or individual ) who doesn't recognize this is probably always going to be chasing market share from their competitors who do. Though a minority of consumers may be so in love with a product they will tolerate almost anything for the privilege of spending their money on it, the majority of American consumers expect "service after the sale". If Disney didn't have a reputation for providing top notch customer service, DVC would in all likelihood, not even exist.

Should obnoxious, rude customers be catered to? If they have a reasonable complaint that's presented in an unreasonable manner, a properly trained service person should be able to manage the situation. After all, the problem the guest is experiencing is understandable and the CM should react appropriately to this. I suspect many people act unreasonably simply because they know from experience that many times this is the only way to get their problems dealt with. And once the customer understands that the CM is willing to work to resolve the difficulty, most people drop the act anyway.

An unreasonable complaint by an unreasonable person on the other hand, should never be catered to. Again, properly trained CMs would handle the situation without becoming emotional or engaging in verbal jousting with the customer. Once the unreasonable customer sees that they're getting nowhere fast, they will usually depart on their own with the customary, "I'm writing letters to Walt" threat, but if the rules have been followed, the CM has done his/her job and the irate customers have spent valuable vacation time making public fools of themselves.

It's all part of the job, a job that not everyone can handle, but not everyone can be plumbers or astronauts or teachers either.

 

[KNWVIKING]

.... but I can't come up with an example of what a CM should do special for Mr Jerk that he/she shouldn't do for all guests automatically. If a CM see's a flag be Mr J's name, what could they do to kiss his butt more ?? If they know he's checking in today, do they alert housekeeping to be sure his room is cleaned first thing in the morning so he doesn't have to wait till 4 pm ?? Are they instructed to make it extra clean ?? When MS brings up Mr J's name when he calls for a ressie, does the flag make it possible that they book -right then and there - exactly what he requests so he won't cry at check-in ?? Is there a note that says "Must be NS,absolutely no HC and no dumpster or parking lot views ???

 

[Rash]

.... but I can't come up with an example of what a CM should do special for Mr Jerk that he/she shouldn't do for all guests automatically. If a CM see's a flag be Mr J's name, what could they do to kiss his butt more ?? If they know he's checking in today, do they alert housekeeping to be sure his room is cleaned first thing in the morning so he doesn't have to wait till 4 pm ?? Are they instructed to make it extra clean ?? When MS brings up Mr J's name when he calls for a ressie, does the flag make it possible that they book -right then and there - exactly what he requests so he won't cry at check-in ?? Is there a note that says "Must be NS,absolutely no HC and no dumpster or parking lot views ???

it's not that the CM should do any of those things it's just that advance notice of the potential for a situation may help him/her prepare for it. Yes, part of that may mean an extra smile or "have a nice day", but it shouldn't mean special privileges.

 

[Rash]

Customer service is what distinguishes one corporate entity from another and the business ( or individual ) who doesn't recognize this is probably always going to be chasing market share from their competitors who do. Though a minority of consumers may be so in love with a product they will tolerate almost anything for the privilege of spending their money on it, the majority of American consumers expect "service after the sale". If Disney didn't have a reputation for providing top notch customer service, DVC would in all likelihood, not even exist.

Should obnoxious, rude customers be catered to? If they have a reasonable complaint that's presented in an unreasonable manner, a properly trained service person should be able to manage the situation. After all, the problem the guest is experiencing is understandable and the CM should react appropriately to this. I suspect many people act unreasonably simply because they know from experience that many times this is the only way to get their problems dealt with. And once the customer understands that the CM is willing to work to resolve the difficulty, most people drop the act anyway.

An unreasonable complaint by an unreasonable person on the other hand, should never be catered to. Again, properly trained CMs would handle the situation without becoming emotional or engaging in verbal jousting with the customer. Once the unreasonable customer sees that they're getting nowhere fast, they will usually depart on their own with the customary, "I'm writing letters to Walt" threat, but if the rules have been followed, the CM has done his/her job and the irate customers have spent valuable vacation time making public fools of themselves.

It's all part of the job, a job that not everyone can handle, but not everyone can be plumbers or astronauts or teachers either.

Couldn't have said it better.

 

[KNWVIKING]

I'm not convinced that a CM should ever treat one guest better or even differently simply because of a "list", but I guess to be on the safe side I should try and get on it next time I'm in The World ;-)

Can't hurt,right ?!?!?!

 

[Rash]

Can't hurt,right ?!?!?!

Only if you run into WDWZues.

 

[DrTomorrow]

Customer service is what distinguishes one corporate entity from another and the business ( or individual ) who doesn't recognize this is probably always going to be chasing market share from their competitors who do. Though a minority of consumers may be so in love with a product they will tolerate almost anything for the privilege of spending their money on it, the majority of American consumers expect "service after the sale". [...]

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

 

[Sammie]

I'm not convinced that a CM should ever treat one guest better or even differently simply because of a "list", but I guess to be on the safe side I should try and get on it next time I'm in The World ;-)

Can't hurt,right ?!?!?!

It's not as common in DVC since we are all members and should be treated equally, but surely you are familar with VIP treatment. Even Disney has different resort ID colors to indenify VIPs.

Surely you know when Oprah and Princess Diana checked in the Grand Floridian their rooms were spotless and no they did not have to wait.