Originally Posted By Rebekah This topic is for discussion of the 5/2/2002 news item <b><a href="http://www.orlandoweekly.com/news/eyedrive/" target="_blank">OrWkly: CMs Need Only Be Courteous on the Clock</a></b> Jim Hill in his May 2nd <I>Orlando Weekly</I> column reports a recent memo informs Walt Disney World cast members that they are not required or expected to assist guests when they are off the clock.
Originally Posted By woody There's nothing wrong with the memo "IF" the CMs POLITELY direct the guests to a "working" CM. However, there's something wrong about NOT considering a CM to be working while still in uniform. If the CM is STILL in uniform and the CM has not clocked out, that CM should help out the guests. Management should allow that possibility by adjusting the hourly shifts. Perhaps they should have localized locker rooms so when the CMs are off the clock, they can change immediately so everyone knows they aren't working. Or the CMs can wear a sign saying "NOT AVAILABLE, JUST PASSING THROUGH".
Originally Posted By NikkiLOVESMickey Any cast member, or any employee at any firm, store, etc., should be expected to be courteous when he or she is representing the company, in uniform or otherwise. It doesn't make a difference if you are on or off the clock, you should always be receptive to guests and, if necessary, direct them to another cast member if their question is going to take more than a few moments of your time. As a former Disney Store CM I can often remember guests asking me questions while I was off the clock and on my way to/from backstage, on my way to lunch, etc. I would ALWAYS treat that guest with respect, and if their question was extensive, I would direct them to a CM onstage. I know for sure that all of my fellow CMs behaved and still behave the same way. I guess we're still wrapped up in the Disney ideal. As far as that anonymous CM goes that referred to the guests as "idiots", he or she seems to be in the wrong business! I don't want CMs like that working at WDW or the Disney Store.
Originally Posted By Torgo Typical Jim Hill article. Take a fairly innocuous management decision, twist the words to reach your own conclusion, add leftover complaints from years ago, throw in some hearsay, serve cold. I'm surprised he chose to quote as much of the memo as he did, because it's very plainly worded and contradicts his interpretation, which is that Disney is giving employees free rein to flip guests off and call them idiots when they're not at their stations. The memo doesn't give CM's permission not to be courteous, it very clearly and plainly absolves them of the responsibility to do work they're not getting paid for. Which is fair to the CM's. As woody said, the best solution would be to have CM's paid for all the time they spend in costume. But if that's not the case, then this memo is fair and nothing at all to be alarmed about.
Originally Posted By peeaanuut <<The memo doesn't give CM's permission not to be courteous, it very clearly and plainly absolves them of the responsibility to do work they're not getting paid for. Which is fair to the CM's. As woody said, the best solution would be to have CM's paid for all the time they spend in costume. But if that's not the case, then this memo is fair and nothing at all to be alarmed about.>> well said. But as mentione above if you are in costume you are representing the company. Now if you just politely direct them to a cast member that is on the clock, that would be the best solution. IMHO
Originally Posted By Disneybrad "Now if you just politely direct them to a cast member that is on the clock, that would be the best solution. IMHO" Which is precicly what the menu directs you to do, if you chose not to help the guest own your on.
Originally Posted By SJHYM Is this really a problem? I know I havent worked in the parks for years but I never hesitated to help someone who needed it on the clock or off. Isnt that human descency? I have never met a guest who required more then a few minutes of my time. If I cant take that time to help, I should rethink my career choice. Oops... I did. LOL. But not for that reason.
Originally Posted By peeaanuut <<Is this really a problem? I know I havent worked in the parks for years but I never hesitated to help someone who needed it on the clock or off. Isnt that human descency? I have never met a guest who required more then a few minutes of my time. If I cant take that time to help, I should rethink my career choice. Oops... I did. LOL. But not for that reason.>> I think it may have not been a problem, but they didnt want to be liable if someone were to raise the issue.
Originally Posted By TomSawyer The reason for the memo is pretty obvious - to limit Disney's liability for overtime pay to off-the-clock employees. If an employer requires their employees to behave a certain way when not on the clock, they may be exerting enough control over those employees that they would be considered still on the clock by a jury. If Disney puts in writing that their CMs are NOT required to perform job functions while off the clock, then any customer service things the CM does is voluntary and not part of their job.
Originally Posted By woody >>If Disney puts in writing that their CMs are NOT required to perform job functions while off the clock, then any customer service things the CM does is voluntary and not part of their job.<< Then the CMs could be held responsible (liable) if they give bad advice to the unsuspecting guests. So guests must ask the CMs if they're still on duty or risk getting a rogue CM.
Originally Posted By scarbift Hello Everybody- If Jim Hill read the actual memo to which her refers, then why did he spell Lee Cockerell's name wrong? Was it not printed in a predominant position on the Memo? I want to read the actual memo, because I suspect that we have been 'treated' to are bits and pieces in a story that has been slanted as grotesquely as a piece written by pundit Ann Coulter. I wonder if the overall message would be the same had Mr. Hill given his readers the overall benefit of a little thing called "context". I have e-mailed Mr. Hill as to whether or not he actually read the memo. With no repsonse as of yet, perhaps we need to look at this as Gossip, as opposed to news.
Originally Posted By Witches of Morva ORDDU: Well, this particular email leaves loop holes to be misinterpreted, depending on a particular cast member's personal attitudes and points of view. I say if something's not broken, don't try to fix it! But that's the problem with so many of the new management staff at Disney today. They aren't content to leave well enough alone or to allow something that's been successful all these years to keep on its own track. Insteand they tamper with it, modify it until it's not recognizable to the average guest who has come to expect so much more from Disney than it now delivers. My sisters and I already faced the harsh fact years ago; that Disney isn't Disney any more. All we have left are the remnants of what used to be. As time goes by, new generations won't have a clue what the old timers are talking about in their complaints. Still, I don't think those of us who remember the way things used to be should give up trying to turn the tide. It's worth getting involve with a good cause. And Walt Disney's cause was one of the best I've ever known....
Originally Posted By scarbift <<I say if something's not broken, don't try to fix it! But that's the problem with so many of the new management staff at Disney today. They aren't content to leave well enough alone or to allow something that's been successful all these years to keep on its own track. >> Yes!!! Absolutely. Management has to establish what can be changed and was can't. They MUST resist the urge to tinker. There will always be room for new attractions, but this whole "If we provide the bare minimum of quality service...we will make a gain" mentality has to go! Frontline management should have one purpose and one only. To adminstrate and support the frontline cast. Instead they spend their days filling out loads of paperwork trying to measure things that really have no effect on the guest experience. As a result, guest satisfaction suffers. At one time Epcot was supposed to represent hope and mankind's potential. I think if we get that back on track, the revenue the stockholders seek so much we flow all the more. I am not saying the company should cavalierly spend money like a bunch of drunken sailors. But the focus must return to the guests, and not the bottom line.
Originally Posted By Daannzzz I don't think this is just mangement tinkering. It is a move to shave more costs off of everything they possibly can.
Originally Posted By coral_barks I think I believe the "just in case" explanation: that this is a preventative way to shave costs...and I think that this Fall, I will be purposely stopping guests on my way in and out to ask if they have any questions. If you can't beat 'em, join 'em!
Originally Posted By three_a_production Dont beat me- i didnt do anything okay back on topic I think it is also that- were stating this so you cant whine about it thing-- People cant tell whether or not your "on the clock" or not if your walking in your costume on stage... Usually the questions are simple and answerable in a few moments so its not that bad of a hassle- -em
Originally Posted By Big Thunder Family I thought all employees used the "utilidors" (I think that's the name) to get around the park. Or is that just in Magic Kingdom?
Originally Posted By Superstar Limo I work at Disneyland and the way it works over here is, we get 20 minute walk times. That is, we get to go 20 minutes (sometimes longer) before our shift truly ends. If we decide to stay for whatever reason, like just hanging out, our pay ends when our shift ends. I once stayed for 3 hours after my shift because we were doing a walkthru of Pirates and I didn't get paid for that extra 3 hours. So it really doesn't matter if we stay or not, we're still not getting paid. it's voluntary. if we're onstage, we're told to expect to be asked questions. Is the payment method any different at WDW?
Originally Posted By three_a_production basically- we have to clock in and out but we get paid by the hours on the daily "roll" as for the being on stage in costume the rules vary by park. mk is the strictest with studios being the least strict. We could walk on stage anywhere in costume but couldnt be partially in costume while walking (ie shirt tucked out, un buttoned etc) -em
