OrWkly: CMs Need Only Be Courteous on the Clock

Originally Posted By wahooskipper

You know, I hope there is more to this than meets the eye. What sets Disney apart from the others, in my opinion, is the cast members. Universal's employees look disheveled, act uninterested, and are basically "average". Disney cast members on the other hand, with few exceptions, are the opposite.

When I worked there, ten years ago, the fun part of the job was going the extra mile. Heck, I still find myself picking up garbage in malls and shopping centers. They are losing sight of what got them to where they are. That is sad.

 

Originally Posted By Doobie

My guess the vast majority of CMs will continue to go the extra mile, or at least this memo won't influence them one way or the other. But WDW can't compell them to without paying them for it, and that's what the memo seems to address, compelling them to. If they want to still to do it as they always have and not expecting payment in the return they can, and I'm sure they will.

Doobie.

 

Originally Posted By Goofyernmost

I think it boils down to what has always been the secret of success in anything you do. Taking that extra step, walking that extra mile, etc. The person that is willing to give the extra will succeed, those that do not are destined to mediocrity forever. What made me return to WDW again and again was the "complete" package. The things to do and the way I was treated. When any part of that scene gets lost or distorted then future visitors will walk away with a much different image. It is an investment in their own future that the CM's make when helping out. I think that most will do that anyway but in the world of "what can I get from you" Disney must protect it's hind quarters. It's a matter of survival. There once was a time when a CM would be helpful even when off duty and not make a sound. They just knew it was the right thing to do. Now in the era of "no individual responsibility" we must all get paid to be a decent human being.

 

Originally Posted By TomSawyer

I'm sure the CM's will still take pride in their work and in the "show."

For wage and hour legal issues, though, Disney cannot require someone that is off the clock to act in a certain way. That's all there is to this.

 

Originally Posted By rasvar

To me, the biggest problem goes back to cast members taking home their costumes. If a cast member is in their costume while walking in the park, they are still representing the company in one form or fashion. I actually have certain shirts for my work that I can not wear in public unless I am doing certain jobs. If a cast member is in street clothes, most people will not make a second look. If they are in their costume, which stands out, they are likely to be asked questions. This is strictly a management screw up. Either they need to give walk time or they have to give up zooming. Personally, I would rather see them go back to the old way on the costumes. It bugs me to see someone in a distinctive Disney costume smoking a cigarete and carrying a six-pack at a 7-11 on US192. However, I'm from the old school.

 

Originally Posted By scarbift

<<Universal's employees look disheveled, act uninterested, and are basically "average". Disney cast members on the other hand, with few exceptions, are the opposite.
>>

Interesting that you have had such an experience at Universal. Is this in Florida? In my experience IOA and USF are peopled with good, kind, conciderate employees, any number of whom have left Disney to find an environment where they could actaully perform their duties in a manner they believed in, without being berated or made to feel small by management that they must cow-tow before.

I suggest you talk to somebody at USF you will find empassioned people. My apologies you have not seen this side yet.

 

Originally Posted By Disneybrad

"Interesting that you have had such an experience at Universal. Is this in Florida?"

Yes this is Florida, I guess you were lucky. But I have never seen as many un-keeped looking employess before than at Unv. and IOA.

 

Originally Posted By coral_barks

And there was that one young lady who, right as we were loading into the trams on Earthquake, said, "Almost 5:00! I get to go home!"

I was only left wondering, was there any magic to destroy?

 

Originally Posted By x-TDL-character

Universal employees in Florida are, in general, horrible. I say this from tons of experience.

Not to say there aren't any gems, I'm sure there are, but basically Universal and Disney (on stage and backstage as well) are like night and day in terms of friendliness and courtesy. Disney has it (hopefully still) and Universal does NOT!

 

Originally Posted By wahooskipper

I watched a Hulk ride-op trying to tell a woman she had to put her purse in her locker. They went back and forth for several minutes until he just rolled his eyes and said, "fine, have it your way."

I will say I am noticing a decline at WDW as well. Still not as bad as Universal but they are struggling too.

 

Originally Posted By scarbift

Wow, I have never ran into that at Universal, if you have problems I reccommend going to guest services, they are great at recovery.

Having worked at Disney in 3 locations, I have also witnessed similar behavior from Disney CMs. I won't be so small as to list examples.

I will point out that I think a major part of Disney's success in that area is when a cast member does his job well, (s)he continues to do that job. Those who are not capable of tolerating or dealing with guests are singled out and made casting assistants.

 

Originally Posted By Sorrelion

To he who tried to excuse his desire for excellence as being old-school (Rasvar) I say....old school is best in this instance. No excuses, the parks were better then than now. We need more Old Schoolers! Maybe they need to start hiring older people. I'd rather see a smiling old person than a scowling young person anyday.

PS Rasvar...that name sounds familiar. You wouldn't happen to be a sound/tech guy who specializes in mutts and ferrets?

 

Originally Posted By x-TDL-character

Great at recovery? Does that mean you get lots of apologies and free passes and stuff? : D

Personally I have gone to guest relations only twice in my life at any theme park.

Actually both times was at Epcot. The first time was when half of future world was closed at 4 pm to accomodate a special event. This burned me, so I complained. However, I was young and naive so I didn't realize that Disney no longer gave a rats butt for us full price paying scrubs, it's the conventions and the hotel guests that count in their world. So now when I see the same thing (which is actually often, I've seen Adventureland closed down before dusk as well) I just don't waste my time going to guest relations about it because there's no point.

The only other time I complained (again at Epcot) was the day they fired the Future Corps with no warning whatsoever (they were still listed in the guidemap!). I let em HAVE it that day!!

 

Originally Posted By MGMSK

This whole thing makes me mad. It's times like these that I hate being a teenager. I know plenty other college kids who, believe it or not, are actually nice and care about preserving the magical Disney experience to our guests. It's all those deliquents that are giving the rest of us bum raps. If they don't believe in Disney and what it stands for, what are they doing there in the first place? To bad there isn't a better way to weed out the bad apples before damage has been done.

 

Originally Posted By rasvar

Sorrelion: Yep, I'm the very same trouble maker. I tend to lay low here. Don't want Disney Security after me for some of stuff we have done. You mention the older folks. Some of my favorite cast members are the retirees who take part time postions just to be doing something. There is something to be said about enjoying your work when it is not the primary reason for putting food on the table. I run into a lot of helpful cast of all ages; but, it s apparent the effort to educate cast memebers on various parts of the parks has been slipping. I think the folks who cut back on Traditions classes are probly the people who needed a refresher course before making the decision. It is the little things that can make all the difference in the world.

 

Originally Posted By rasvar

MGMSK: You are right. I have found the majority of the high school and college folks who are wonderful. However, the biggest roblems do come from the same group. It is a natural thing for that age. Plus, it may be a lot of these folks first jobs and interactions on a regular basis away from family and friends. Some people handle that better then others. But, I still contend a little more job training by Disney would help. Although, a lot of employers are skimping on that.

 

Originally Posted By x-TDL-character

TDR does a great job with new hire training.

 

Originally Posted By Sorrelion

Rasvar: Okay, just checking.

As far my local Disney Store, people have been getting more and more like the Gap every day. Not necessarily surly, but not going the extra mile. I used to go into the store and talk to any cast member at length about the parks or the latest video. Now, repeatedly, they're not that friendly. I expect it is the same with the parks. Are they running out of applicants or something?

 

Originally Posted By NikkiLOVESMickey

When it comes down to it, the Disney Store isn't the highest paying retail outlet in the mall. My fellow castmembers and I CERTAINLY didn't do it for the money. Project GO and the nightly rating cards haven't exactly improved the store's hiring rate, either.

I was very lucky to work in a store full of Disney fanatics, and, as the first store in the New Orleans area (there are now three others) and the only store to sell WDCC pieces, we've built up a great rapport with our guests over the years. They're like family! You wouldn't believe the stink they raised when one of our assistant managers was transferred to another store a few years back. We have a very low turnover rate as well. We still have a few castmembers who have been with the store since it's inception over 12 years ago, and most of our castmembers are former frequent guests who joined the store because they love Disney.

As for guests asking about videos and trip questions, that was easily my favorite part of the job. I LOVED talking to guests about WDW. It's a shame that such interaction which made guest service at the Disney Store all the more personal is being discouraged in the hopes of improving cash flow. It amazes me that the suits up top don't realize that personal interaction is what brings guests (and their money!) back over and over again. It's one of the reasons we're one of the most successful stores in the district!

I wish your experience with the Disney Store had been as awesome as mine was, scarbift. It also upsets me to hear about the "Gap-itilization" of our stores. The suits say that, for the guests, the Disney Store should be an extension of the parks. They should expect the same attention and have the same magical experience they would have if they were in any of the theme parks. They don't realize they are making that goal virtually impossible with their tinkering and desire for the almighty dollar.

 

Originally Posted By TDLFAN

Question: Does this new policy mean CM's can now be even more rude while being off-the-clock?

This policy is another example of how out-of-touch the current management is in regards to the traditions of the Disney Co.