Originally Posted By SpokkerJones Perhaps the cast member acted the way he did because of some current management style we are not exactly privy to.
Originally Posted By mousermerf Not privy to? Need we link back to my "I'm special darnit" ticket debacle?
Originally Posted By Dr Hans Reinhardt "Was the cast member rude to the guest?" From the description of the incident I would say that the cast member was impolite. "Of course, I agree, but does Disneyland management understand that?" I'm not sure. I do get the impression though that most cast members appear ready and willing to display a helpful spirit to the full extent of their power to ensure that guests are enjoying their Disney experience. If that weren't the case there would be nothing unusual about the way this employee handled the situation and we would simply shrug our shoulders and move on.
Originally Posted By SpokkerJones Well, this is the same company that wouldn't allow a Florida daycare to put some measly characters on the wall. "From the description of the incident I would say that the cast member was impolite." Anybody who has experienced a perceived slight from an employee is probably going to exaggerate. "If that weren't the case there would be nothing unusual about the way this employee handled the situation and we would simply shrug our shoulders and move on." I don't think it is outside the realm of possibility that this incident has happened before and that management encourages cast members to get tough on wheelchair policy. Of course, when it comes to an old man who needs a wheelchair, management will be conspicuously absent and everything will fall on the front line cast member.
Originally Posted By mousermerf <<<Florida daycare to put some measly characters on the wall.>>> Which I always found bizarre reading about considering my pediatrician's office was plastered with them, though likely through officially licensed wallpaper.
Originally Posted By Dr Hans Reinhardt "Well, this is the same company that wouldn't allow a Florida daycare to put some measly characters on the wall." Different management, different situation altogether. In fact, I don't even know why you mentioned this. "Anybody who has experienced a perceived slight from an employee is probably going to exaggerate." Except that the report was about a visitor who observed the incident as it happened to someone else. "I don't think it is outside the realm of possibility that this incident has happened before and that management encourages cast members to get tough on wheelchair policy." Well no. The stroller/wheelchair rental arrangement outside of the park gates is new. "Of course, when it comes to an old man who needs a wheelchair, management will be conspicuously absent and everything will fall on the front line cast member." Of course, and that's why a minimum level of freedom must be given to the front line cast members to determine the best course of action to take with the objective of providing the best guest experience. Bottom line is IF management is being so strict as to ruin someone's day and to cause cast members to publicly explode on a regular basis the policy needs to be revised.
Originally Posted By mousermerf Well, policy cycles. Early 2000's was a reaction.. specifically to the internets.. that people were milking Disney for all they could get, for freebies, for special parade spots, for anything. Disney felt fleeced. So late 90's they cut everything off and got hardcore and everything had to be management approved. Early 2000's they came back from that with the "No Strings" system that allowed a lot of service recovery to come back. Not nearly as much as the early 90's and before, but a lot more leeway - a frontline CM could replace a guest's hat, drink, meal, etc.. comp a ticket easily if they worked in ticketing, that sort of thing. Ride readmit passes, the whole heirarchy for room bumps, oversell lottery policy, etc.. was all formally established under this system. All "No Strings" attached to give the frontline the ability to make good guest decisions without facing penalties. Major decisions still needed management approval, but some normal stuff could be accomplished. And sometime around the mid-aughts they seem to forget all about the system. I don't think anyone outside guest relations even know what a No-Strings card even looks like.
Originally Posted By Dr Hans Reinhardt More reason why the policy, if indeed there even is one, needs to be reviewed.
Originally Posted By FerretAfros "I don't think anyone outside guest relations even know what a No-Strings card even looks like." I got one last spring on the bus back from MK for knowing all the answers to the driver's random Disney trivia. He would ask a question, the whole bus would get it wrong, then everybody would look at me, and I would sheepishly say the answer. At the end of the ride, he called me up to to the front and gave me a front of the line pass, good for any one attraction at any park the next day for our entire group. The FP folks at Soarin' didn't seem surprised by it at all, so it's not that rare.
Originally Posted By mousermerf Found one via Google: <a href="http://sites.google.com/a/disneydudes.com/www/_/rsrc/1249101455059/Home/show-notes/no%20strings%20attached.jpg" target="_blank">http://sites.google.com/a/disn...ched.jpg</a>
Originally Posted By mousermerf In theory most CMs should have them or access to them, but I know in practice that's not true.
Originally Posted By SpokkerJones "Different management, different situation altogether. In fact, I don't even know why you mentioned this." Then management blindly sought to protect trademarked characters when it was probably better to hold back. Today cast member blindly sought to protect the wheelchair policy when it was probably better to hold back. The cast member learned well.
Originally Posted By myinnerpeterpan This morning after my daughter had time to think about what happend, she explained to me that she's feeling really guilty over what happened. She said that she knows she should have said something or done something instead of just standing there like everyone else, but she was afraid that her actions could be considered intrusive or even "criminal". She stated that the cast member was an older woman herself and should have had some level of understanding and compassion for the elderly man and his family, but sadly that wasn't the case. She asked for my advice and I honestly really didn't know what else to tell her except to use her her best judgement.
Originally Posted By Sara Tonin Now, just to bring this into sharper focus for me...were there any traffic cones involved?
Originally Posted By onlyme "When I used to work those kinds of menial jobs, I can think of a few occasions where I was scolded or and even written up after providing what I thought was good customer service." Great point. Not to sound like the old man I am, but things are different now. People talk about Customer Service, yet have no idea of its true essence. Just a couple of days ago, my wife who works at a hospital, was scolded by her boss because she didn't finish up with one patient's paperwork before telling another one that was standing right in front of her that she would be with her in a minute. Her supervisor told her that she needs to do only one thing at a time. But, ignoring a patient who is standing right in front of you is rude-plain and simple. Common sense should dictate this, but not a lot of that around these days. I understand that rules are rules, but if this was handled the way the OP presented it, then it should have been handled a bit differently.
Originally Posted By lauriesk I am not excusing the cast members reaction but How did the elderly man with great fatigue get from the busses to the wheelchair rental place when they entered the park?
Originally Posted By Dr Hans Reinhardt Exactly what I was asking before when I was wondering how this scenario would have played out before the chairs could be rented outside the gate.
Originally Posted By Pal of Minnie >>>"I am not excusing the cast members reaction but How did the elderly man with great fatigue get from the busses to the wheelchair rental place when they entered the park?"<<< Just so I understand your question-you don't understand how after a full day of Disney how this older gentleman might have had some mobility issues?
Originally Posted By Dr Hans Reinhardt The question, if I understand it correctly, is if the person has mobility issues how would they get from their vehicle to the park and vice versa?
