Why Castmembers Hate DVC Members!

[Sammie]

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

As always a very well stated and accurate opinion.

As Tim McGraw sang so well, "It's all way over-rated, I like the old and
out-dated "Way of life Back When."

 

[KNWVIKING]

...I'm not talking about people who are willing to pay mega $$$$ for that VIP treatment. However, VIP treatment is a tangible product when there is money involved. Oprah is paying extra to have head of line priviledge. She's not paying more for polite CM's. The cost of a polite CM is the same at All Stars and GF.

 

[KNWVIKING]

The customer is not always right. We all want to keep our customers happy and keep them as customers. But sometimes - as a business owner or manager - you just have to say enough-is-enough. A "bad apple" customer will ruin the morale of your employees just as quickly as a bad employee will.

Just recently I've had to tell a customer it was time he's found a new dealer. Everybody was tired of his arrogance,sarcasm and unrealistic expectation. Bottom line is that in order to keep this unreasonable customer happy - or at least attempt too - we'd have to do it by neglecting another customer. Sorry, but I don't need the aggravation. And guess what ? The only reason this guy was in my shop - 30 miles away - was because the dealer in his back yard told him to take a hike.

Jerks don't stop being Jerks just because they're called Customer.

 

[Sammie]

...I'm not talking about people who are willing to pay mega $$$$ for that VIP treatment. However, VIP treatment is a tangible product when there is money involved. Oprah is paying extra to have head of line priviledge. She's not paying more for polite CM's. The cost of a polite CM is the same at All Stars and GF.

Sometimes it is a service not paid for. It happens everywhere. Probably not as much at DVC.

 

[wdwfan1]

We are new DVC members and stayed twice so far. The first time was at VWL. I told them it was our first visit as members and requested "anything but the dreaded dumpster view". We arrived at 9:30 am, and got--you guessed it--the dumpster view. We were a little disappointed, but did not complain. Only stayed four nights, so we didnt get any housekeeping. I tipped anyway since the room was clean when we arrived, so someone must have cleaned it. Had a good time.

Second visit to OKW. Did not get requests, but no problem-- did not complain. Had a great time. Got sick on checkout day. Requested late check-out (didnt realize it is never available). Was denied--no problem even though I was vomitting all day until our flight. Again, tipped housekeeping and did not complain about anything.

So--two trips, new member, no complaints even though requests were not met. Ane we are from New York!

 

[Rash]

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 agree with this when someone is buying a physical product that can be bought at many locations. But I do not believe ths applies when someone is buying a service or a one-of-a-kind product. Disney actual uses the terms "legendary service" and "one-of-a-kind" in it's marketing, which implies a value that cannot be researched or bought elsewhere.

In addition, I believe the low expectations of service after the sale that you are referring to in your statement is the service of the of the product seller. In reality, what we are talking about here is the service of the product manufacturer. IOW, when you purchase a stereo from Wal-Mart, you're expectation of Wal-Mart service may be low, but I bet your expectatons of the stereo manufacturer's service is higher (1 year warranty, etc.) To relate to DVC - you may not expect fantastic customer service with regards to the actual purchase of DVC, but you have every right to expect the product manufacturer to warrant it's product to some degree. When Disney markets DVC with terms like "legendary service" and doesn't provide it fairly regularly, that's no different than a stereo claiming crystal clear sound but putting out static. Doesn't matter what you paid for it, the product doesn't do what it claims.

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.

Well, this is a problem, and you're right, the internet has allowed for a much more informed consumer, and unfortunately some people abuse that. But that's reality, and companies everywhere are struggling with it. The challenge is to deal appropriately with the troublemakers without letting that affect your general attitude toward your overall customer base.

 

[rinkwide]

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

Must be those accents.

 

[Rash]

rinkwide - you'd think by now I would not laugh when I see the video in your signature, but I still can't help it.

 

[athenna]

Rinkwide-
I love my accent! It gives us character!

 

[greenban]

Must be those accents.

Dear Rinkwide:

What accents?

Yo! We don't have no accents, youse guys have da accents!

And I too love cowbell guy

-Tony


Hmmmm, perhaps a poll on who has the accent, rinkwide or us naughty nor'easterners.......

 

[disney junky]

hasn't this thread died yet?

 

[Rash]

Yo! We don't have no accents, youse guys have da accents!QUOTE]

Do I detect a Philly accent? Eagles fan maybe?

 

[DrBond007]

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.

I have to deal with unreasonable complaints by unreasonable persons all the time. I train others on the the skills on how to handle these situations, and just got finished with training other teachers to teach others. I work in a healthcare environment, and get people who are emotionally over the egde, some in the middle of life and death situations. While unreasonable complaints by an unreasonable persons should not be catered too, they certainly can be handled, especially in the hospitality industry, where the situations are not so critical. Some skills can be taught, but people need to have an inherent sense of value for others. Proper behavioral interviewing can help distinguish those displaying that sense of value.

However, I don't feel the OPs lack of skills negate the message that some DVC members can be excessively demanding and overly particular.

 

[greenban]

Yo! We don't have no accents, youse guys have da accents!QUOTE]

Do I detect a Philly accent? Eagles fan maybe?

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

 

[OneMoreTry]

I have to deal with unreasonable complaints by unreasonable persons all the time. I train others on the the skills on how to handle these situations, and just got finished with training other teachers to teach others. I work in a healthcare environment, and get people who are emotionally over the egde, some in the middle of life and death situations. While unreasonable complaints by an unreasonable persons should not be catered too, they certainly can be handled, especially in the hospitality industry, where the situations are not so critical. Some skills can be taught, but people need to have an inherent sense of value for others. Proper behavioral interviewing can help distinguish those displaying that sense of value.

However, I don't feel the OPs lack of skills negate the message that some DVC members can be excessively demanding and overly particular.

I hope everyone who is still interested in this thread has read this. I think this is the crux of it. I think the management failed their employees AND their guests.

I would add that I think the OP may need to speak with an experienced counselor. Evidently the stress of his/her job unmasked some serious issues. In the meantime I would like to send a and I hope you can let go of the bitterness and forgive those who hurt you.

 

[Ksp]

Why are you only picking on people from the Northeast? New Jersey, New York, Pennsylvania... There are jerks from other parts of the country too you know.

Just a NJ comment:
During one of our visits last year some kids pushed ahead of the line at the MK monorail station - as a NJ resident, the CM's words caught my ear, "...what, are you guys from NJ?"
Guess we must all be a rude, pushy bunch since we've all been labeled that way.
After all, I've certainly never met anyone from any other state/country who was rude....

 

[Moobooks]

The CM who gave the dumpster view to the guest who arrived at the Wilderness Lodge Villas at 9:30 am (after the customer SPECIFICALLY requested that they not receive the "dumpster view )" deserved a good tongue lashing from that guest--NOT complacent acceptance. Complacent acceptance only reinforces that type of unacceptable behavior from any service employee. Employees who specifically go out of their way to do the opposite of what guests politely request are not good employees. And it is THOSE types of employees who force guests to go downstairs and request a room change and speak to a manager. And it is those type of employees who created these situations, not the guests.

 

[cseca]

I know this isn't the point of the thread but since I hear this several times now, I'm just wondering...

Can't Disney just move the dumpster somewhere else out of view?
I'm sure the resort is big enough that it shouldn't be a problem... ???
I'm confused...
then that would eliminate this "no dumpster view" request once and for all...

anyways, I owned at WLV and haven't gotten the dumpster view yet, so maybe I'm taking too light of this situation.

 

[Peterd]

I gave a room to a friend who loved WL. I felt pretty bad when he said after the dumpster view, they would rather not risk staying there again. They didn't complain, just didn't enjoy the view as much as they had in the past.

 

[Rash]

I have to deal with unreasonable complaints by unreasonable persons all the time. I train others on the the skills on how to handle these situations, and just got finished with training other teachers to teach others. I work in a healthcare environment, and get people who are emotionally over the egde, some in the middle of life and death situations. While unreasonable complaints by an unreasonable persons should not be catered too, they certainly can be handled, especially in the hospitality industry, where the situations are not so critical. Some skills can be taught, but people need to have an inherent sense of value for others. Proper behavioral interviewing can help distinguish those displaying that sense of value.

However, I don't feel the OPs lack of skills negate the message that some DVC members can be excessively demanding and overly particular.

I hope everyone who is still interested in this thread has read this. I think this is the crux of it. I think the management failed their employees AND their guests.

I would add that I think the OP may need to speak with an experienced counselor. Evidently the stress of his/her job unmasked some serious issues. In the meantime I would like to send a and I hope you can let go of the bitterness and forgive those who hurt you.

Couldn't agree more. Well said.