Originally Posted By Tiggirl Also, they teach the SERVICE model at the Disney Institute where they put on seminars for management of other companies trying to reach the level of service Disney has been known for. ) ~Beth <a href="http://www.mousehub.com" target="_blank">http://www.mousehub.com</a>
Originally Posted By PirateJohn >>Sorry, but I disagree. I don't think that there is ever a reason for a CM to be rude. They are being paid to be pleasant. There are plenty of ways of saying something so that their point gets across to the guest-WITHOUT being rude. At the same time, I often see guests who confuse being terse and direct with being rude. Especially when it comes to guest control -- when you are literally dealing, by yourself, with over 1,000 guests per minute, you just don't have time to go up to everybody and say "excuse me, but this area must be kept clear because of fire codes. Here, let me show you where the nearest viewing area is."
Originally Posted By DyGDisney Couple of points here: First of all -- ROFL Goofyernmost! Second of all -- CMs are just people, and unfortunately it's true that people are becoming more and more rude. Third -- And this is for all the CM's on here, I can't tell you how much it makes our day at DL when we come across a wonderful, funny, nice or extremely helpful CM. I've gone to City Hall to write out a report of great service, but never to complain about a CM. The not so great one's are just lumped in with the general masses of rude people in our society. But the great ones really stand out. Keep up the great work! Fourth -- I think it's important that CMs be sensitive of things like disabilities and people who have a hard time buckling their seat belts. Put yourselves in their shoes.
Originally Posted By PirateJohn >>Put yourselves in their shoes. I dunno. I have a size 13. Their shoes would probably hurt...
Originally Posted By goofy4041 ok ROLF i know i dumb but could you help me out. lol thank you monorailblue i still think thats funny lol
Originally Posted By dlkozy >>At the same time, I often see guests who confuse being terse and direct with being rude. Especially when it comes to guest control -- when you are literally dealing, by yourself, with over 1,000 guests per minute, you just don't have time to go up to everybody and say "excuse me, but this area must be kept clear because of fire codes. Here, let me show you where the nearest viewing area is."<<< I can see your point on that situation-but that's not what we were talking about. But as far as your comment goes-I have seen and heard CMs be down right nasty to guests regarding crowd control. In those cases that is not terse and direct-it is just rude. It takes just as much time to be terse and direct as it does to be pleasant and direct.
Originally Posted By radman33 The Bottomline is this...If I or my Fiance or anybody shell's out the money,takes the time to drive to the park (3 hours for me). I want a heck of a good experience. After all The Price to get in the park goes up. You bet I want a good Disney Experince. To some people one or two rude incounters could ruin there trips. And to have them say what they said to my friend on Indy is down right WRONG! I dont care who says what. NO need for that. She was almost in tears. Ill tell ya what..if Walt was still alive there would be some People Fired right now.
Originally Posted By Actress56 Guest control is a whole other issue in itself. Please imagine every other person going the wrong way and it is you that has to tell them where they need to go to find the fastest way out. There are people who designed the guest control routes so everyone can try and get where they are trying to go. Trust me, over 95% of my bad guest experiences have been with guest control circumstances because every guest "knows" which way to go and that their way is the best and will argue until I just stop trying to explain nicely why i am directing them the way that I am. Again, we do try and do our best to be pleasant all the time. But, especially in the circumstances of guest control, sometimes raising your voice and saying over and over and over and over again "Please keep moving, this is not a viewing area," is needed. When every person argues with you "well, i dont care if i am allowed to or not. i am going to stand here," your happy persona gets worn a little bit. a cast member is a person too, and you have to remember, when it comes down to the nitty gritty of it, it is just their job. dont expect every person to be the happiest person you have ever met. but do, i mean DO go to city hall for any experience that dramatically changes your vacation. not just you were pissed for 20 minutes. if your day was dramatically changed by what happened, then by all means, go to city hall. but also go to city hall for the positive experiences. the compliments will give that cast member even more reason to go over and beyond and the complaints will take care of the bad attitude.
Originally Posted By JazzCat >>>a cast member is a person too,<<< I'm sorry~but when they're "on stage" they're not. I've been in retail for 20 years. If anyone ever asks me if I've done professional acting I will tell them "yes~I've worked in retail for _____ years." Harsh as it seems, people (in general) do not care what type of day you are having. Because both my husband and I work in retail we are more conscious of what type of day a person who works with the public is having. E.g. When my husband and I were at Goofy's Kitchen on December 18th, 2005, it appeared to me that one of the servers was (perhaps) nursing a hangover. She was being a little turse with other CM's and it seemed that she was kind of annoyed that my drink needed filled a little too often. (I drink alot of liquids.) Instead of admonishing her, we asked how her day was going, joked with her and made her laugh. She confided that she didn't normally work Sundays since she had seniority and she had worked a long time to get to have weekends off but she traded a shift as a favor. So my conclusion is this: CM's need to turn their emotions down and park goers need to turn their empathy up.
Originally Posted By trekkeruss <<The Bottomline is this...If I or my Fiance or anybody shell's out the money,takes the time to drive to the park (3 hours for me). I want a heck of a good experience. After all The Price to get in the park goes up. You bet I want a good Disney Experince. To some people one or two rude incounters could ruin there trips. And to have them say what they said to my friend on Indy is down right WRONG! I dont care who says what. NO need for that. She was almost in tears. Ill tell ya what..if Walt was still alive there would be some People Fired right now.>> Entitlement mentality can buy you more rudeness, so you need to be careful how you deal with it, IMO.
Originally Posted By mele I've had the misfortune to work with people who automatically thought you were rude if you didn't give them exactly what they wanted, when they wanted it. I once had a woman try to get me fired because I gave her one penny extra while I was giving her back her change. (I said the wrong amount but gave the correct change) That was after she yelled at me and told me how stupid I was. I don't miss those jobs at all. LOL
Originally Posted By Goofyernmost That is so true. I don't think a lot of people can see the difference between someone being rude or someone either making an honest mistake or having to react quickly to a potential problem. It is also a mystery to me how, in today's world, anyone can expect that they will all be treated as if they were the only ones on the planet. Considering the fact that almost everyone feels that the world revolves around themselves, it must be a terribly frustrating existence. Everyone being rude and all!
Originally Posted By wonderingalice <<I had to write out "neener, neener, neener" because I don't know how to speel the raspberry sound...>> monorailblue... That would be "SSssssspppppllllltttttttttt!" I've used it a long time, but never Trademarked it... ;-)
Originally Posted By Actress56 every job i have had has been working with the public. both my parents jobs are with the public (my mom worked in one of the country's busiest airports for 10 years). i have worked in retail as well. and i still stand by my position that cast members, or any employee that works with the public on a regular basis is a person too. again, not making excuses for those people that are down right rude (no matter where you go, you are going to encounter them, no one is perfect, even if it is disneyland). but i am standing up for the cast members that are nice, friendly, and still get shat on. i have had a guest spit at me because i wouldnt let him stay on the ride again but told him he had to get off and go back through the cue...i had a dad yank his son's arm to the point where the kid fell and hit his head on a chair and busted his lip. the dad then proceeded to turn around and start yelling at me because "the seats were unsafe" even though his child was never sitting...on a night that the fireworks were cancelled because the santa ana winds, i had a group of guests literally screaming at me because they were cancelled last time that they were there. but of course, i control the weather because i work for disney so it was deserved. i say these things because this discussion topic is one sided to an extent (i know that some of you are posting nice things. thanks!) just try and look at it both ways. sometimes, its not just a cast member that can be rude.
Originally Posted By Actress56 oh. forgot to post on the other one. i know that you spent money to go to disneyland and expect great service. and i would bet my months paycheck that 95% of the time, you do get great service. but paying park admission does not give you the right to be a jerk and start getting angry the second you dont get something you want. now let the yelling at that comment begin.
Originally Posted By cstephens Actress56 wrote: > but paying park admission does not give you the right to be a jerk and start getting angry the second you dont get something you want. You're dead on. Whenever someone starts on the "I spent good money" path, I expect some kind of entitlement issue to which I think they are certainly not entitled. Not to say that some cast members aren't rude - I've encountered them myself. But I've certainly encountered enough people at the park who assume that because they've paid a lot of money to get in, they should never be prevented from doing exactly what they want the second they want to do it. /cs
Originally Posted By PirateJohn >>It is also a mystery to me how, in today's world, anyone can expect that they will all be treated as if they were the only ones on the planet. Oh yeah... I can't even begin to count how many times I've been helping a guest and had another guest just come right up to me and interrupt with some question or another. Come on, people, isn't it obvious I'm right in the middle of something? Can't you wait ten seconds to find the directions to Space Mountain? I even remember one time when a woman in a wheelchair was going to ask me where the Pirates entrance was, but I was already helping another guest with something. The woman in the wheelchair loudly yelled something like, "enough of this chit-chat!" as though anything I have to say to any guest besides her is nothing more than idle chatter.
Originally Posted By momrussell I volunteer once a week as a crossing guard at my son's elementary school. Every week I am flipped off and cursed out in front of his kids and mine, by a dad who parks in the handicap space (Nothing wrong with him a lobotomy couldn't fix) and then insists on driving the wrong way down the one way driveway (to save 30 seconds) The bottom line is that people are rude everywhere. I tell my kids the way you respond to people like this are a measure of your character. You going to be on the same level or you are going to decide in advance that you are not. We are going April 2-8. After discussing this thread with my family we have decided to try an experiment. We are going to bring a bag of smarties and give them out and say "thank you, we appreciate your help" to cast members who are both really great and those who are having aless than perfect day. Kind of a leave the place better than when we found it thing. It will be a good lesson for the kids.
Originally Posted By everyyearofmylife I think that's a really nice idea momrussell! Let us know how it goes! I'm sure you'll make a lot of CM's very happy...I know just walking by someone with a smile on their face can make me happy...no matter where I am.
