Originally Posted By alexbook This is one of those questions that recur in this section. I've concluded that it really comes down to the observer's attitude. Do you see the glass as half empty or half full? The glass-half-empty observer asks the question, "Do DL employees deliver service at the same level they did in the days of yore?" The answer, of course, is No. The glass-half-full observer asks the question, "Do DL employees deliver service at a superior level to the competition?" The answer is a resounding Yes.
Originally Posted By fkurucz ^^ This is why big business and the US Chamber of Commerce want open borders. If you flood the market with unskilled labor, you can keep wages down. This also applies to skilled labor as well, which is why people like Bill Gates are lobbying to remove all caps from the H1-B visa program.
Originally Posted By TheHoop The bottom line: we live by the bottom line in our society. However, I don't think that's an excuse here. Disney has the opportunity to maintain quality (and all of it's ramifications-tenure and higher salaries). They've a strong enough guest base to financially support this level of quality. As some businesses stay focused on their products and intentionally to do no over expand, i.e. In'N'Out purposely stays western, The Arnie Morton's experience is consistent, etc. Disney too, can stay focused on their park endeavors and experiences and ease up on other facets (more costs)that branched from the DL successes. It IS doable if one chooses to do so with their business.
Originally Posted By onlyme Go anywhwere, not just DL, and you'll notice that CS is a word that most employers 'talk' a lot about, but really don't have a clue what it means. All of these rude CM's...See, that's what we get for not spanking our kids anymore.
Originally Posted By onlyme ^^^yes, that's true. BTW, everytime I see your name, fkurucz, I don't know why, but I think of a bad word :X
Originally Posted By Jim in Merced CA It's like that store 'French Connection United Kingdom' that they abbreviate with 'FCUK' It just looks weird.
Originally Posted By onlyme Sorry to derail the topic, but I always wondered what that stood for. I remember reading that those shirts were banned somewhere......schools, maybe? Anyway, back to the issue at hand.
Originally Posted By TheHoop 'Only', you are funny....and unfortunatley your thoughts on CS and $ are correct. In fact, I am in this exact position in my work. I can improve our I.T. CS if I could have a little more of a dotted line to some other depts-so that I could better coordinate all of us--I'm practically doing it now anyways for free---but they just aren't budging
Originally Posted By onlyme C.S. is such a catch-phrase. Most companies use the phrase regularly. But unless there is actual training AND employees willing to go the extra mile to make it work...forget it. It's hopeless. I worked at a Surgery Center(it was like a hotel)where we had constant C.S. training and a bunch of great people who took pride in what they did. (I think that's the key...taking pride in what you do. Do DL CM's take pride, or...?) Over the years, after the company was sold, the training went by the wayside and, in fact, so did the Surgery Center.
Originally Posted By 21titans I'm currently a CM and I do take pride as part of the Disney family. There are some of us, at least the area where I work, who report the behaviors of those that bring bad reputation to the park. On the other hand, CMs who are sincere and genuine gripe because some guests can be plain rude for no reason.
Originally Posted By onlyme Yes, for the most part, I've had great CM experiences, but, there's always gonna be people that do their own thing. >>On the other hand, CMs who are sincere and genuine gripe because some guests can be plain rude for no reason.<< Ain't that the truth. I'm amazed at the 'demands' that parkgoers put on CM's. I love it when a CM handles the situation with a smile.
Originally Posted By onlyme Oh, I meant to say that CM's like you are appreciated very much. Thank you!
Originally Posted By TheHoop Hey 21 thanks for posting and welcome to the LP. I've seen guests being ridiculous, too. I believe there is a topic called Obnoxious Guest Stories--you should stop by. Just to reiterate, I'm not classifying ALL CM's into one group, etc. There are definitely those that care, and I think it's way cool to hear from one. I'm curious 21titans, and any other Disney employees, does the fact that you are working for the magical place, Walt, etc, does that alone carry you to smile and go the extra mile? As I mention in my profile, I teared up atDisndey new hire orientation just 'because' I was part of the team that made an impact on me, and for me, yes, that alone was enough energy or synergy as we called it back then, to be a great at what I did, to the best of my abilities. I really hope to hear from you on this one 21' what motivates you there?
Originally Posted By iluvdisneyland " I'll never forget the trip a few years back when I saw a Main Street popcorn vendor wearing his uniform in an oversized "hip-hop" style. I was speechless." And chances are, that was the last time you saw that. Our Back-of-House Leads do a pretty good job enforcing costume issues, and the Front-of-House Leads catch anything else. I think the idea that the attitude of our management impacts Cast Member attitude is pretty true. That said, I think it goes a bit further. There are very few Leads and Trainers who take their job seriously, at least in my division. In my own opinion, a Lead is a mentor who should help, teach, and guide his or her Cast Members while reprimanding them in a polite but firm way when they step out of line. But the Lead also needs to explain why it is so important that we do things the way we do so that then the Cast Member understands. In my experience, it's the Leads who truly run the show, not the Managers. The Leads need to have that sense of responsibility.
Originally Posted By fkurucz >>BTW, everytime I see your name, fkurucz, I don't know why, but I think of a bad word<< It must be my natural charm!
Originally Posted By fkurucz >> But unless there is actual training AND employees willing to go the extra mile to make it work...forget it. It's hopeless.<< So true. My wife works at the local public library. The library is willing to pay its non professional staff (clerks as opposed to Librarians) up to $20 per hour, with benefits. They also do not scrimp on training. The result of course is that the staff at the library is excellent and turnover is minimal. I suppose that one could argue that library clerks are "unskilled" workers who shouldn't be paid more than a menial wage, but there is little doubt in my mind that the library experience would be different if such standards were to be applied.
