Originally Posted By dlkozy As a mom of In-n-Out employees I can say that they can and do pick the cream of the crop and over the years I have rarely seen them short staffed. Their pay is the top in their field WITH benefits at a certain weekly hour amount. They move their people up-lots of prizes and contests-and they STICK to their rules. You would never find an In-n-Out employee talking on his cell on the floor, sitting down in his uniform, or using colorful language. If they choose this behavior-they choose not to work at INO.
Originally Posted By imadisneygal ^^^Which is EXACTLY what used to be said about CM's at the Resort. But still, I'd never say never. Our In-N-Out here has some issues. It's the enforcement and the incentives, not necessarily the monetary ones, that motivate and demand correct behavior. For example, we had a weekly Guest Service contest at the Main Entrance. We took all of the CM's names who had received a Guest compliment or CM compliment and put them in a basket. Then we'd pull a name out of the basket and that CM won...a frozen turkey! The CM's loved it and it was a cool thing to win the turkey. We also had fun contests like Guest Bingo (finding Guests from certain geographical areas, learning new things about them, etc.) The management team made it even more fun to interact with the Guests. When work is fun and rewarding, money is less of a factor. So yes, stricter hiring practices are important but more important are the education process, the expectations set forth, and the enforcement of the expectations.
Originally Posted By benavag Don't know if this is the place to post this but... I like to visit DLR quite often and usually I take my 9 month old and 4 year old. I really try to limit the stuff that I take because I don't have any extra help. However, I do take a stroller (a smaller peg perego model) and a diaper bag. My question is are the CM's required to help you load the stroller onto the tram or is it just a courtesy to the guest?
Originally Posted By Stupid_american I think they just do it out of courtesy and/or to expedite loading the tram. I see plenty of people handling their own strollers.
Originally Posted By SIR at X-S Tech This would probably best be answered as it's own topic but here's my two cents: I don't know if required is the appropriate term, but you shouldn't have any trouble getting help if you need it. The front car of the tram is reserved for guests in wheelchairs but they also usually let strollers go up there without folding them up. And a CM will definately help you there, but probably will with any other car also.
Originally Posted By benavag I should have added that on my last trip there were a two other mothers in line waiting with strollers. One was pregnant and carrying a two yr old, and the other mother and I were both carrying babies. We didn't know eachother but were making small talk. As we were boarding, I tried to lift my stroller onto the tram but was having some difficulties. We were trying to help eachother but it was difficult to do so because we had children in our arms. Since we were at the back of the tram, the CM had a direct view of us struggling. Finally, she came over and helped me load my stroller. We both lifted the stroller onto the tram. I think the expectant mother, who was carrying a two year old, thought that the CM was going to help her and boarded the tram. She sat at the edge ready to help the CM load the stroller. However, the CM became angry at the mother because she "assumed" that the CM would help. The CM made a very rude comment and practically threw the stroller onto the tram. I could understand if there were more members of our party available to help us but I felt that the CM's attitude was very unwarranted.
Originally Posted By imadisneygal Rudeness is always unwarranted, but CM's are in no way "required" to help you lift your personal belongings onto the tram or anywhere else. I've been there with a stroller, 2 kids, etc. so I understand the baggage that goes along with it. But, technically, even that front car in the tram is exclusively for wheelchairs - not strollers where the Guests don't want to collapse them. It has turned into that because there aren't Guests who use wheelchairs waiting for every tram. So, to make a long story short (too late) Cast Members aren't required to lift your things for you, but lots of patience and a kind word are always welcome and expected.
Originally Posted By SIR at X-S Tech Of coures if you ask for help, it should be given. Don't assume but don't be afraid to ask either. We should probably get back on topic now.
Originally Posted By MrToadWildRider >>I think the expectant mother, who was carrying a two year old, thought that the CM was going to help her and boarded the tram. She sat at the edge ready to help the CM load the stroller.<< I think the CM should've helped but I don't think it's fair to just assume that she's supposed to be loading strollers for you/her. If she got on the tram and sat down and just left the stroller on the ground or whatever I think be a little ticked too...she could've atleast asked for help but to just assume the cm would do it all (you said she sat down to help but I don't see how someone itting can really help and appears ready to either) is a little rude or snotty. I don't think there'd be a problem but the way it sounds it seems like she went a little too far in expecting the staff to wait on her hand and foot.
Originally Posted By HRM Just found this Topic (been a little busy)... so will try to reply in order of Posts as appropriate... >>I've always known that while Disney hires some great people who love their jobs, a large portion of their work staff is not going to be the Disney Geek crowd.>> hmmm, interesting classification.. ;o) >>heaven forbid we stifle a member of a repressed minority<< Again, interesting classification... but I know that his behavior is not allowed. I personally don't know if anybody "did anything about his shirt", do you? >>she wasn't doing anything bad by societies standards but she's also not the sort of CM that Disney claims to employ. Eventually the girl's lead came out and with a confused look on is face said, "What's going on?" "Break," she said. I didn't get his reaction but she wrapped up her rendevous and headed backstage. She didn't seem worried that she'd been caught. Merely mad at the "man" who was cramping her style.<< Again, I personally don't know if anybody did anything, do you? When you "[posted] about how unprofessional Store CM's have become." I asked if you said anything to anybody at Disneyland... Maybe some (some, not all) of the apathetic CM behavior and performance has come about because nobody says anything about it. Unfortunately, the recruiting and hiring process doesn't always weed out those few bad apples; and managers, who care, are not always around to see inappropriate behavior. In the real work, Human Resources needs proof of inappropriate performance to take action; I'm sure that if enough Guests made a polite, yet insistent, comment about a Cast Member, that CM would not be around too long. BUT PROOF IS NEEDED; a little help from caring and sharp eyed Guest would be appreciated. NOTE I SAID CARING GUESTS... ) As a side note: doesn't it seem that there are quite a few apathetic and rude people in people-oriented positions in a lot of businesses today. I would argue that the General Public as a whole as grown to accept such behavior these days, and not demand better Customer Service.
Originally Posted By HRM #4 & #6... I believe there are CM's who do portray and uphold the Disney Standard; and I have come into contact with those that donot... We need to say something, just as John CM posted, if anything will improve. #10 >>CM attitude and courtesy have really gone downhill over the years.<< The public in general has gone downhill in terms of attitude and courtesy. Excuse, no; reality yes... however, before we start pointing fingers at others, look at ourselves - I know that I've been guilty of this. ( As long as CM's, and employees and people in general, feel that no one will say or do anything - inappropriate and/or inattentive behavior will be tolerated. But am I wrong in saying that CM Guest Service is still better at Disneyland than MOST of your other Customer Service businesses?
Originally Posted By HRM YES, I think Pay does have something to do with it; however, very little... Pay has something to do with not being able to keep and maintain the GOOD & EXCELLENT CM's over a long period of time. In study after study of work environments, it has been proven that pay is not the top motivator for job performance - no matter how much it is. Good HR practices has EVERYTHING to do with weeding out those CM's who DONOT belong at Disneyland. Most of these people should be, and are, weeded out during the Probationary Period; but some do slip by. Again, first hand documentation is important; and the Guest Experience is paramount - I assure you, if enought Guests comment, action will be taken.... Comment in a thoughtfull, pleasant and meaningful manner and you will be taken seriously! There are examples of business over time that were considered Top Notch in Customer Service; Nordstrom, Southwest, Starbucks, and yes In-and-Out. They don't stay on top all the time, but they are recognized for their efforts. Disney is always one of the top ten, especially in Training & Motivation. It is because these businesses are recognized for their excellence, that their flaws are also so easily noted.
Originally Posted By HRM imadisneygal, you said it best... >>I still say that it's the role modeling and enforcement from the leadership that makes the difference. You're absolutely right in that it won't make people behave in a way in which they aren't prepared to behave, but then they'll be disciplined or terminated. There is a lack of discipline taking place and just like they cracked down on attendance, they should crack down on show issues and start writing people up for violating the policies.<< ...the issue is follow through. #28 >>I work at Cold Stone and they have basically taken the rules of Disneyland, but put it towards ice cream. Well, first sometimes guests can have the most vile and ugliest of manners and all I want to do is strangle them<< #29 >>Nothing I've ever seen at Cold Stone has made me think that they are different from any other food chain.<< First of all, the Cold Stone near me is great! And yes, some of their people are better than others. I think the key here is that everybody copies the best example of what is out there; however, it is the follow through that is the most important. Southwest Airlines is renowned for their service, and they are not the hightest paid. Do they lose luggage, yes; are their planes late, yes... BUT not as much as the other Airlines, some who preach GREAT Customer Service. Follow through people, follow through. And that goes for the Customer and Guest as well; if nobody says anything, it is quite possible nothing will get done - if YOU CARE ENOUGH, THEN COMPLAIN! Customer Surveys have shown time after time (per Harvard Review) that for every person who complains, 7 do not. And most importantly, those 7 tell 7 of their friends - that's 49 people who have a bad impression. Now the bad impression may be countered with good experiences, but why take the chance; the Good Businesses will take action - SO SAY SOMETHING.
Originally Posted By HRM #31 Quite simply, thank you - John CM; you didn't have to give your personal $$ info to prove your point; your Posts throughout the Discussion Boards demonstrate what a High-Quality CM you are -- Disney is indeed fortunate to have you as a CM! #32 >>Of course as a CM myself (and I was with 11 more of them), we might be a little more picky when it comes to the level of service we receive.<< Yup! ;o) Sometimes, CM's are the best judges of quality; and sometimes.... Uhmm... did you say anything to anybody @ WDW?
Originally Posted By HRM #33 Stand up for your Son!! I'm sure he is a fine CM; tell us why he works for the Mouse. Ask you son how he feels about being a CM, and let us know - EDUCATE US!
Originally Posted By HRM #39 >>It takes a very special person, or desperate one, or one who just doesn't care and can't get hired anywhere else to work for $6-7 an hour. Then when you add in smiling and being nice to people, many who are obnoxious.<< While the per hour is a little low for California, WELL-STATED; I think we need to cut the CM a little slack sometimes - BUT ONLY SOMETIMES!! **WORLD VIEW OPINION WARNING** I think a lot of people (note, not everybody, but a lot of people) have a sense of entitlement in this country; therefore, WE think we deserve more pay; we deserve not only a job, but breaks and a paid lunch and benefits and the ability to goof off on the internet while we are being paid; WE deserve a cell phone, a car, a color HDTV, and most of all the $400 XBOX 360 which is coming out to play games on the TV! This sense of entitlement has led to some pretty skewed attitudes, working habits, and lack of manners. What does all this mean for this TOPIC? Well, this is the labor pool for entry level CM's @ Disneyland!! A larger pay check might make a difference, but not really. There are bigger issues. **END OF WORLD VIEW OPINION** It really comes down to enforcement of CM Performance; if you care enought to complain here, please do so also @ DL where it will go a long way in making a difference. It makes a difference here at LP also! )
Originally Posted By HRM whooo boy, strollers.... I bet several topics can get going on that one... I'm staying out of it ;o)
Originally Posted By HRM SIR at X-S Tech... Thank you for the Topic; you come across as someone who cares not only about Disneyland, but the people who work and visit as well. Remember, it really is the CM - past, present, and future- who brings the place to life, and creates the Magic. Guests and CMs who care, are the guardians of Disneyland. Saying the appropriate things to the appropriate people will make a difference for those who work and visit in the future.
