Originally Posted By PirateJohn Now that we got that behind us, let's get back on subject... Anyway, I agree with the poster who said that firing the CM is probably not the best way to go. Although you want to provide top notch guest service, you don't want to create an environment of fear by firing for a first offense without giving them an opportunity to correct their behavior. Doing that sort of thing would absolutely destroy morale. Certainly, the CM in question should be given a talking to, but they should also be allowed to present their side of the story as well. Then when all the information is gathered, the manager or lead should coach the CM in how better to handle the situation and the importance of proper guest service. If the CM does not show a pattern of improvement, then it's time to start looking at suspensions or termination. I know Disney managers who do create that kind of environment. Cast members are treated like robots, and the morale is absolutely abysmal. The result is that cast members go out of their way to avoid communicating with managers, because the only communication they ever get with the managers is negative.
Originally Posted By maggie0601 <<just ignore it disneymomsons... SOME people here just have nothing better to do ..... we can all see who that is too.........>> Nice welcome to a new poster.
Originally Posted By lovethatdisney ANYWAYYYYYY..... i agree with talking to the CM, but, really, it would be hard to NOT want him fired if that had happened to my kid. That is a tough one.... if he shows a pattern, then, he has to go..... but a warning is good for the first offence. As a Dad, I am not sure I could have restrained myself..... what a terrible memory to give a kid ! Let's hope it doesn't happen again.....
Originally Posted By lasvegasgirl I agree lovethatdisney.... it is atough one to have a kid be yelled at... my gut reaction would be to get rid of someone like that.... hopefully talking to him puts him in line.... no kid should be yelled at on Autopia !! Heck, it's every kids first car !!! hahhaaaa..... I know it was mine !! I am sure all is well there at the cars place now.... and hopefully kidlet doesn't remember the bad moment... maybe Mrsnappy can update us !
Originally Posted By lovethatdisney yes.... an update would be good... Did he write the letters?? Has he heard from anyone??
Originally Posted By PirateJohn >>it would be hard to NOT want him fired if that had happened to my kid. Of course, wanting someone to be fired for something they did to you does not necessarily mean that they should be... There are always other sides of the story to consider first. I'm quite sure in my two-year Disney career I've had countless guests who wanted me fired. Doesn't mean that I should be or even that I'm a bad cast member.
Originally Posted By lovethatdisney I hope you aren't a bad CM.... I am sure you do not yell at kids, either..... I am sure you are helpful and wonderful.... all the things a great CM should be. But, for those who screw up like this one did, it is a natural reaction for the parent to want to see something be done to the person who just screamed at their kid. I personally have never seen bad behavior from a CM... They have all been sweet and very helpful . They truly help to retain the magic for my family while we are at Disneyland.
Originally Posted By lovethatdisney but firing a CM should be a last resort, is what I meant to put in there too !!
Originally Posted By tiggertoo I've been told I should be fired for not letting a small child ride alone. The mom wanted for video tape her and I guess I "ruined their vacation." But this CM did display activity that should be reported and he should be at least coached. Should he be fired? Well, that’s a procedural matter. The union labor contract stipulates a process in dealing with types of offenses and the accompanying action can take i.e., written warning, verbal warning, suspension, or separation. However, if this legally binding process is not followed and Disney simply up and fires the CM, they can expect to lose a wrongful separation lawsuit.
Originally Posted By PirateJohn >>I am sure you do not yell at kids, either Do teenagers count? Yeah, there are times when I've really had to let someone have it. Once was with the direct permission of a manager -- frankly the kids in that incident were lucky they lived long enough to get yelled at. But, of course, these situations are very few and very far between. They are reserved exclusively for the most extreme cases such as dangerous and/or illegal behavior, and even then only when security is unavailable. Unfortunately, there are more than a few CMs who can't tell the difference between a situation like the one above, and someone just making an honest and harmless mistake. Not to mention, of course, children too young to understand right away. I've seen too many CMs yelling at guests for very poor reasons, and had to make a formal statement in one case. Definitely, these CMs need to be coached on appropriate behavior, but also need to be allowed some leeway to learn from their mistakes.
