Another rant about CM behavior

Originally Posted By HRM

and remember...

 

Originally Posted By SIR at X-S Tech

I have been to City Hall about this sort of thing before. About the CM sitting with her friend on the bench, no I did not. As I said, her lead came out and saw her, and I figured that that was sufficient. It's hard to go to City hall about some of these things though; even though I think that they are infractions, I see that society in general HAS changed and I second guess whether City Hall would be sympathetic to my complaint or whether I would get the "AP Eye Roll" when I wasn't looking.

 

Originally Posted By HRM

Cast MEmber Dalmatians providing EXCELLENT GUEST SERVICE @ DISNEYLAND!!!

 

Originally Posted By HRM

Hi SIR!

You beat me to 101, oh well 102 is the sequel, right!!

I echo and agree with the feeling of a "whatever" response when I communicate a concern to a supervisor or Customer Service representative in other circumstances; however, if I simply dismiss the initial behavior that prompted my reaction in the first place, then I feel I am just passively letting the unprofessional behavior continue - and yes, it might anyway, but at least I tried to do something about it.

>>About the CM sitting with her friend on the bench, no I did not. As I said, her lead came out and saw her, and I figured that that was sufficient.<<

Yes, hopefully the Lead did properly reprimmand and document this CM's behavior; AND just think how much more ammunition and credibility his action would be if it was backed up by a Guest's documented concern at City Hall. In addition, a positive comment about his enforcement of Professional Standards would probably be welcomed by the Lead. If you feel that strongly, a personal letter would also be good.

SIR, I stated earlier that your high expectations of Guest Service is to be commended, and encouraged. It is because of Guests such as yourself, that CMs who care, perform at the high level they do. Many of those CMs have posted their support of your feelings and beliefs on these very Discussion Boards.

Let's support those CMs that provide all of us the Magical Experience we've come to expect and love at Disneyland. As I posted before....

"Make City Hall a 'must stop' on your next trip to Disneyland, and leave a comment on how you were treated by CMs on your vacation. And if it was really, really good; take the time to write a personal letter to Casting -- that type of action gets more attention than any of us realize.

And most importantly, SMILE at the CMs -- they're people too!!"
ºoº

 

Originally Posted By RCCRUISER

Ya know, we just returned from Tokyo Disneyland Resort October 6-13th 2005 and the diffence between the cast members in Japan and the cast members in California were so dramatic. In Japan they were enthousiastic and would do anything to please you. All were smiling hard working and pleasant. I asked a cast memeber if they had any other size T shirt besides small. She pleasantly went back into the stock room and went through several boxes only to come back to very graciously apoligise that they were out of stock. The cast member then called the other shops in the park to find somthing simular and gave my 5 year old daughter some stickers to compensate her minor dissapointment. Service is SO good in japan! In the Tiki room there were 4 cast memebers working in the room. Their presentation was enthousiastic, on the mark, and made the show worth while even though we had seen the show countless times in CA, and in FL. If you go to Tokyo for any reason I would recomend the parks just for the service alone! Now granted many of the CM do not speak but only a few words of English. But they still had a pleasant repectfull smile on their faces and were very apoligetic for the lack of communication. It scares to think where the American parks are headed in the future. Tatoo laden drug dealing carnival ride workers are a cheeper sorce of labor and will save the Disney Corp. Millions of $$. I wouldn't be surprised if that where the next move if they haven't already been hiring these people already.

Do your selves a favor. spend the 500.00 bucks in plane fare and go to th Tokyo Disney Resort (Especially in October when they have the park all decked out in Pumpkins) See a park that is NOT owned by the Disney Corporation but by a Japanese Land Corporation and only pays royalty rights to Disney. See Clean, well maintained, well trained and pleasant the experience is and how the Japaneese put the American Parks to shame. You might never want to come back to the states!

 

Originally Posted By RCCRUISER

One more thing worth mentioning about the Tokyo Disney Resort. They have an outstanding Pumkin Party Parade, a NEW Spectro Magic style Electrical Parade, More shows, Luau Dinner theater, the all new trackless GPS controlled W.T. Pooh ride that is unbelievable in it's techo advances. $$$ spent on the Haunted Mantion Holiday that puts ours to shame, and I haven't even started talking about the Beautiful new theme park DisneySea that is right next door! I think the Disney Corp should train Management in Tokyo for 6 months before they set foot in an american park!

 

Originally Posted By dlkozy

I won't be "buying" anything to give CMs for great customer service. They are doing their job by providing this service. I do believe in finding a manager and personally telling him what a fantastic job a CM did-but I won't be buying anything for them.

To me, it's like the containers for tips that you find now at most food places, ie Starbucks, Cold Stone, Subway etc. These people are paid to do their job and if they are super duper employees they should be rewarded by their company for being such.

 

Originally Posted By dlandjimmy

^^^What about waiters and waitresses? Do you tip them??

 

Originally Posted By SIR at X-S Tech

Waiters and waitresses are paid less with the knowledge that a good part of their income will come from tips, assuming that their service earns a tip. A tip is not guaranteed. And no it shouldn't simply be added onto jobs that have never had them.

 

Originally Posted By RCCRUISER

And another thing about Japan.... Do you realize that they do their jobs close to minimum wage AND resturant servers and bell men or ALL service type jobs receive NO tipping. That's right! In Japan no one receives a tip for doing their job. No wonder service in this country has sliped to an all time low with this "put another quarter in my slot and I'll perform a dimes worth of service" mentality.

BYW Japan is NOT a 3rd world country. In many ways their standard of living is much higher than in the United States. I guess it must be a Labor of Love.

 

Originally Posted By imadisneygal

Tipping varies by culture and I don't believe that tipping has anything to do with the decline of service standards in our country. If money was a motivator, then people would provide BETTER service in return for the chance more tips. If you're making the same wage regardless of the service you provide, it should lead to less effort and people taking the path of least resistance. Making minimum wage is one of the reasons given on this thread for the decline in service standards, so to make the argument that minimum wage is the very reason standards are so high in Japan doesn't make sense. There are definitely cultural differences in work ethic and I really don't think it's appropriate to compare the two Resorts directly without taking into consideration the differences in overall culture. Most of the Japanese CM's you have mentioned in this thread are women, and women are not treated fairly or equally in Japan. There are strong negative social and cultural ramifications for women who aren't obedient and submissive. There are some major human rights issues over there and until those things change, women will act like they've been told to act. And if subjugating women and treating them like a commodity is what it takes to get "perfect" service according to standards that have obviously changed in our country, then no thank you.

 

Originally Posted By John_CM

As someone who works in stores at DLR, I can say that our service, is as good as the experience you had at Tokyo. We always go in the back and check on a product if we don't have it in stock, or we call a runner. And if we send someone to another store to get it there, we're taught to call over there first to make sure they have it, before sending the guest off on a wild goose chase. Now, I don't know if ALL store CMs do this, but my area does.

 

Originally Posted By RCCRUISER

>>Most of the Japanese CM's you have mentioned in this thread are women, and women are not treated fairly or equally in Japan. There are strong negative social and cultural ramifications for women who aren't obedient and submissive. There are some major human rights issues over there and until those things change, women will act like they've been told to act. And if subjugating women and treating them like a commodity is what it takes to get "perfect" service according to standards that have obviously changed in our country, then no thank you.<<

Wow! That's quite a statement about Japaneese Society and their treatment of Wiman! Granted there are differences between the two cultures and great strides have been made to change those attitudes about wimans rights but does that really explain why they do such a great job? I would have to disagree that service is better because wiman are mis treated in Japan. Isn't it a matter of respect for others and respect for ones self and taking pride in your work? This is taught in Japaneese Society and lets hope they never degenerate to what we are doing to ourselves in this country. The difference is that people have a better respect for themselves and for other people. I didn't see any unhappy abused tortured wiman in Japan. Have you been to Japan?

I did see happy smiling Men and Wiman cast members doing their jobs VERY WELL and not asking for extra compensation in return. We used to have excellent service at DL CA. From the unbelievable response to this post I think I'm not the only one that sees a change over the years. It ain't what it used to be.

 

Originally Posted By warpdrvr

>>Tiggirl, I'm with you on that. I bought some deli meat from a grocery store the other day, and after I got to my car I saw the clerk who had sliced my meat outside smoking.<<
Wow, my wife and I were just discussing that last week while shopping. We exit the store and there's always 2 or 3 employees standing to the side of the doors (more than 10ft away) smoking their cigs....
And I commented to her "too bad they don't have a place in the back outside where they can do this. I don't like to think about someone handling my food that just got done smoking a cigarette." Even though I know they have to wash their hands before returning to work.
And I know they probably don't have any other choice as to where to smokebreak at....

 

Originally Posted By imadisneygal

Yes, I've been there. Several times. And I stand by my post. And I think that your post and others that go on and on about how the women are demure, and how accommodating they are it just reinforces the stereotype. Do I think it's the only reason for better service? No. I think that there are different cultural standards in both countries. And I think the cultural standards are exemplified by the country's treatment of, and attitude towards, women in general. One of the other major differences is that Japan is a collectivist society, whereas the US is an individualistic society. In Japan there is great emphasis on being a part of the group, not standing out, and not doing anything to embarass yourself or your family. For better or worse, individualism and opinions are more encourgaged here than in collectivist societies. In collectivist societies behavior has less to do with respect for oneself, and more to do with fear of doing something that might be considered embarassing or dishonorable. I think it's insulting of you to assume that different is better, and to assume that just because someone visits the Tokyo Resort owned by the Oriental Land Company that they'll never want to come back to the States. So to answer your question, I don't think it's the only reason that there is better service; but yes, I think it's a factor.

 

Originally Posted By juicer

I worked for Disneyland in the late 80's-early 90's - It was a fun time in my life and have friends that I will have forever -

I now work for the Contianer Store and love it - The pay is great and they give full health coverage for everyone...Even part timers who work as little a 6-8 hours a week! - And it has the same vibe as Disneyland

There is a reason it was named one of top companies to work for by Forbes Magazine -

 

Originally Posted By azsunny1

It is one more sad revelation about the current management that they allow, and at some point encourage by their inaction, a few of the CM's actions to soil the reputation of the whole bunch.

The "myth" and "legend" of Disneyland CM"s courtesy, sensibility, and good citizenship depends on each and every cast member not "cheapening" the job for those who have gone before and will be after.

In years past, when you put "Disneyland" on your resume, prospective employers had faith that you were a cut above; that you had a "Pedigree", that they could trust you with their business as if it were your own. Disneyland meant you had polish, like a finishing school. And often times, this "pedigree" translated into either better jobs, more money, or both.

I would urge cast members to dissuade this type of behavior by their co workers, because in the end it cheapens your time with the company.

Until there is better management at Disney, the workers may have to be their own best watchdogs, making sure "Disneyland" experience doesn't become a negative mark on your resume.

 

Originally Posted By Mr X

Found this pasted over in the Tokyo section, so I thought I'd move my reply here as well.

Regarding DisneyGal's posts, I wrote...

Amazing how sociology can somehow work its way into a talk about good vs. bad service.

I suppose America has changed for the better in the last couple of decades, since our service has definitely gone into the toilet. That must be because of all the wonderful respect for self that causes people in the service industry to neglect their customers and act disrespectfully towards others. Gimme a break!

Yes, there is a long way to go regarding womens rights in Japan. But I hardly see the relation to a woman (or man) doing an exemplary job in a customer service position.

And, for the record, I've never noticed any big difference in the quality or politeness of male versus female cast members at TDR. They are all equally enthusiastic, energetic, polite and helpful.

Must be a societal problem. *snicker*

That's all I wrote over there, but I'd like to also add that I don't think the comments about "human rights" and all that are entirely accurate or fair, here in 2005. Sure, they still have a very deeply imbedded, traditional culture. But if a woman choses to ignore that and do as she will, noone will stop her (hardly the case in countries with REAL human rights violations). Sure, there may be some peer or family pressure, but that's hardly a "human rights" issue. In fact, many traditional families in America still forbid their daughters from working and insist that they "find a husband". Would that put America in the same league with nations like China that really DO violate human rights.

I think the statements were a bit inflamatory, to say the least. And I do have some background in this, considering I've lived in Japan for the better part of a decade and have many, many female Japanese friends, co-workers and family members (NONE of whom are "obedient" or "submissive", nor "subjugated" in any way!).

question...I've never had any major problem with customer service at Disney in America (though I'm disgusted with customer service these days in America overall), and I've said many times that the Japan cast are outstanding. How can 2 cultures that are so vastly different provide such similar quality?

Anyone?

hint...it's got nothing to do with sociology.

 

Originally Posted By imadisneygal

While I understand that some people find my comments inflammatory I certainly didn't mean them to be. I meant to comment on the different societies. And obviously I do not have the same kind of interaction with people in Japan that you have, Mr. X, since I do not live there. I do have several friends who did live there and I have visited several times, but I recognize that your experience with Japan and the people who live there is much richer than mine. I believe that claiming that service isn't linked to sociology is overlooking an important connection. I think service is most definitely linked to sociology. My guess, and it's only a guess, is that your reason for the difference in service is...money/salary? Maybe it's not but I'm interested to hear your take on it. Also, I wanted to add that one aspect of life in many Asian countries is having a multi-generational household where the children in the house are cared for primarily by the grandparents while the parents work outside the home during the day. Obviously this doesn't occur in every household but it definitely occurs more than it does here. Personally, I think we should do more of this here in the U.S. - at least as far as having the grandparents more involved with child rearing. Since grandparents have, for the most part, had a lifetime of work and social experiences they can add valuable input and they also have an extra layer of patience not always exhibited by all parents. I think that multi-generational households are another reason for a different kind of service. With parents in the United States working outside the home so frequently, mostly by complete necessity, children don't have as strong a parental or grandparental (if that's a word) influence. Just another thought...

 

Originally Posted By HRM

Interesting how this topic has taken on the additional issues of tipping, employee recognition, culture diversity and gender differences, and intergenerational sociology... ONLY ON LP DISCUSSION BOARDS!!!

:0)

>>the workers may have to be their own best watchdogs, making sure "Disneyland" experience doesn't become a negative mark on your resume.<<

I've found that employee peer pressure is always a key component of good, and mediocre, job performance in all work environments.

ºoº