Why do CM ask how many times we've been?

[Virtucomp]

I get this kind of question all the time. Not just at Disney but at specialty restaurants and hotels. It is a standard question to know how much they need to explain everything.

If you've stayed at Disney resorts fifteen times they really don't need to spend a lot of time annoying you with instructions on how to get to the parks and use the resort extras. If it is your first time they know to focus their attention on the little things to give you the best "first time experience" they can give.

 

[TheRustyScupper]

. . . TheRustyScupper What is your best guess why the first CM hung up on me? . . . The part about the monthly bonus can be up to double their hourly rate. do you mean the bonus for hitting your target is double your entire months pay??

1) When all you do is ask questions, they can't sell anything.
3) Hangups are VERY common
. . . when too much talk happens
. . . you sound like you won't buy
. . . it is easy to just blame a "bad connection"
2) Those on-phone-sales-dollar minutes yield no credit toward quota.
. . . let's say they sold $2,000 in 10 minutes before your call
. . . the average so far is $2,000÷10minutes=$200/minute
. . . you call and just ask questions for 10 minutes
. . . the average is now $2,000÷20minutes=$100/minute
. . . so, questioning reduced their quota average and possibly hurt their pay
3) As for bonus, the answer is yes it can be up to double their hourly rate.
4) Remember, this is NOT guest service or concierge, this is sales.


NOTE1: When you call to add revenue, the person answering the call does
not get the credit, as it goes back to the first person. So, whether your
the 2nd, 3rd, 10th call, all calls after the first hurts the person who answers
the phone, as their average gets reduced.

NOTE2: So, where you are directed has NO basis in customer service or customer
enjoyment, but to the sales quota level of the CM.

 

[Odelay]

They're not more deserving. However most hotel chains do have a reward system for frequent guests. So do airlines. We often get small little perks at our regular hotels and it's nice to be acknowledged.

What hotel or airline is in the same unique position as Disney World of having virtually no competition? If Universal Studios ever starts legitimately siphoning off business from DisneyWorld, you will likely see additional incentives to stay there. Until then, it would be a poor business decision for Disney to have a loyalty or rewards program.

 

[Halloweenqueen]

. . . Why ask about past visits?
. . . Lots of guesses.
. . . Everyone is wrong.

1) Disney ressie CM's work on a quota and bonus system.
2) They get rated by the Dollars-Sold-Per-On-Phone-Minute.
3) The month bonus can be up to double their hourly rate.
4) If they miss three months' quotas in a rolling year, they can be fired.
5) Now, the reason for the question.
. . . annual visitors don't need phone time, they just order what they want
. . . frequent visitors need more phone time and ask some questions
. . . newbies take a lot of phone time, and ask lots of questions
6) So, each level of call goes to a different level of CM.
7) They are all qualified CM's and man different levels on different days.
8) So, each level basially has a golf-handicap, so guest questions don't hurt
9) Examples:
. . . CM monthly quotas are based upon sales-per-phone-minutes
. . . annual visitor calls need more than $1,700 per hour in sales for quota
. . . frequent visitor call need $1,200 per hour in sales for quota
. . . newbies visitor calls need more than $750 per hour in sales for quota

As a PS for ressies CM's: The training period is six weeks. However, they let
them on the phones after just one week. The new CM's have up to six months
to make quota or get fired. It used to be 90-days.

. . .

Not all CMs work under the quote system. Many CMs work the general lines for modifications, cast offers, and general questions. They do not have any motivation to sell. Their bonuses come from the percentage of surveys that get a one out of five.

 

[Rabid Nick]

Not all CMs work under the quote system. Many CMs work the general lines for modifications, cast offers, and general questions. They do not have any motivation to sell. Their bonuses come from the percentage of surveys that get a one out of five.

This is totally true.

 

[Disney_Princess83]

I actually never even mentioned DIsney World I said that other hotel chains and airlines I regularly stay or fly with have reward programs and they offered perks that I personally enjoyed. At no time did I mention Disney World, the fact that Disney doesn't offer perks for returns guests, or that I thought should they?

As for Disney World having no competition, I don't think that's entirely true. Universal is really lifting it's game and for many people I know, they prefer Universal over Disney for many reasons. This is actually a topic that has been discussed on these boards regularly over the past 6 months.

What hotel or airline is in the same unique position as Disney World of having virtually no competition? If Universal Studios ever starts legitimately siphoning off business from DisneyWorld, you will likely see additional incentives to stay there. Until then, it would be a poor business decision for Disney to have a loyalty or rewards program.

 

[Odelay]

I actually never even mentioned DIsney World I said that other hotel chains and airlines I regularly stay or fly with have reward programs and they offered perks that I personally enjoyed. At no time did I mention Disney World, the fact that Disney doesn't offer perks for returns guests, or that I thought should they?

As for Disney World having no competition, I don't think that's entirely true. Universal is really lifting it's game and for many people I know, they prefer Universal over Disney for many reasons. This is actually a topic that has been discussed on these boards regularly over the past 6 months.

Given the context of the entire conversation, other industries loyalty programs versus Disney is somewhat implied. Also, I did mention Universal Studios. While it is obviously becoming a strong destination on it's own, it does not (for the time being) appear to be negatively impacting Disney World's attendance.

 

[Disney_Princess83]

Given the context of the entire conversation, other industries loyalty programs versus Disney is somewhat implied. Also, I did mention Universal Studios. While it is obviously becoming a strong destination on it's own, it does not (for the time being) appear to be negatively impacting Disney World's attendance.

I agree that it's not overly impacting Disney World's attendance. I don't "expect" Disney to give me extra perks because I'm a return customer. However, I'm the first to admit, I like when I get perks from a loyalty program. Free internet or breakfast from a hotel is a great perk for returning to the same hotel or using the same hotel chain.

 

[VMKYouAreMissed]

It is for marketing and phone routing.

 

[VMKYouAreMissed]

...Bahahahahaha!
...And you are wrong, too!!
...I have first-hand experience/knowledge
...Wrong.

Originally Posted by TheRustyScupper
. . . Why ask about past visits?
. . . Lots of guesses.
. . . Everyone is wrong.

1) Disney ressie CM's work on a quota and bonus system.
2) They get rated by the Dollars-Sold-Per-On-Phone-Minute.
3) The month bonus can be up to double their hourly rate.
4) If they miss three months' quotas in a rolling year, they can be fired.
5) Now, the reason for the question.
. . . annual visitors don't need phone time, they just order what they want
. . . frequent visitors need more phone time and ask some questions
. . . newbies take a lot of phone time, and ask lots of questions
6) So, each level of call goes to a different level of CM.
7) They are all qualified CM's and man different levels on different days.
8) So, each level basially has a golf-handicap, so guest questions don't hurt
9) Examples:
. . . CM monthly quotas are based upon sales-per-phone-minutes
. . . annual visitor calls need more than $1,700 per hour in sales for quota
. . . frequent visitor call need $1,200 per hour in sales for quota
. . . newbies visitor calls need more than $750 per hour in sales for quota

As a PS for ressies CM's: The training period is six weeks. However, they let
them on the phones after just one week. The new CM's have up to six months
to make quota or get fired. It used to be 90-days.

 

[scribega]

We have been going to Disney every year for past 5 years and a couple of times more than once. We always stay onsite.

For our upcoming cruise we are driving in the night before and need a hotel to stay at. Am I staying at Disney? Nope, staying at Hilton because I have enough points for a free room.

Reward programs work or almost every hotel/airline/etc wouldn't be doing them. But Disney doesn't do them, but they do other things to entice you to stay at their hotels (extra magic hours, DME and to the park transportation, gift shop, delivery to your resort, free dining, and more).

 

[MinnieLovesMickey12]

I didn't know quite how to answer it because I have been 5 times but only stayed on property twice. So I just told them that. I have been there 5 times but only stayed on property twice. Not sure if they want to know how many times you have stayed in one of their hotels or how many times you have made a trip here in general.

I don't think Disney will ever have a reward program for frequent visitors. They don't have to. You keep coming back and spending your money anyway. As long as they are super profitable they will not offer more free stuff then they have to.

ETA: I would hate to think the CM's on the phone are either paid better or possibly fired based on whether or not they make so much money per hour. That encourages them to only be great customer service reps to the ppl who are about to book a trip. What about the ppl who call to make changes or ask questions? DO the CM's hate that because it goes against their quota?

 

[BayouMickey]

Why? 'cause they nosy! A whole bunch of in your face, non privical, don't mind their business, nosy people!

 

[SunnyP4Disney]

...Bahahahahaha!
...And you are wrong, too!!
...I have first-hand experience/knowledge
...Wrong.

I second this. The breakdown RS scupperized is incorrect. It's much more complex and the agents are still kept off the phone for at least a few weeks. And the "goals" are fluid and change monthly due to the needs of the company.