Originally Posted By JohnnyG Thought I would add my two cents.... Just the other day I am shopping at Sams Club, and an older guy is barreling his cart down the aisle, and right in front of me he knocks over a stack of books, and kept on going. So as I reached down to pick them up, I said, "That's okay sir, I'll pick them up," his response was, "That's what they have employees for!" I work in customer service, and I was just floored at his attitude. I think it reflects an increasing percentage of society and the lack of common courtesy.
Originally Posted By believe In the mid 80s, I just wanted to work there. A casual temp only made $3.75/hour when the min wage was $3.35. I was already making $3.85/hr at a fast food place, yet I wanted to drive 20 miles further and getting weird hours, lot of stress, just to work there. Guest what, a lot of kids (college students) wanted to do that too - just because of the experience, and just because it was Disneyland. It was a cool place to be and work. I would hope it's still the same type of environment, but it's much tougher now a days. Maybe with the economy so bad now, Disney can be more picky on the CMs who work there. And pick CMs who really want to be there.
Originally Posted By 2001DLFan ^^^^ That was then, this is now. I don't remember exactly when Disneyland's standards began to drop, but, as you pointed out, decades ago, working for Disneyland was really important and CM's withstood odd hours, less pay and (rarely) unruly guests. I think it started around the time they took out the cast lockers and removed the cast parking at the Harbor Gate. It may have even started before that. But whenever it began, it definitely had an affect on the level of quality of those willing to work there. I think it was the attitude of management changed towards the CMs. They no longer considered them as valuable part of the park experience. So they reduced the pay, then the standards in order to still get people to apply. that turned into a vicious downward cycle.
Originally Posted By frailejon >>It is far more common now that customers simply demand to speak with a manager than it once was. Far too frequently I see customers just treat employees as "help" or peons, and not as someone that might be concerned that they are having a poor experience with a product or experience. << I have worked in the service industry most of my life, and this is what I have found. I have told people something they didn't want to hear, and they demand to speak to my manager who tells them the same thing and they're fine with that. Because when they got management, they got someone who knows what's going on. Apparently I don't know what I'm talking about when I explain nicely that room service is closed for the evening, but the manager does when he says the same thing.
Originally Posted By Sweeper MomluvsDisney said, "My grandfather taught me that no matter what the job is, you do it to the best of your abilities." And that is still the best advice. The CMs who are doing their job well know this to still be true. I learned a long time ago that success in a job could be measured by how valuable you were to others. To this day that has proved true to. I have survived layoffs every time because I offer something that the powers-that-be value. Disney CMs must do their job correctly in the face of any crazy guest. That is the only way you can stop the spiral of bad behavior. Who cares if people ask for the manager? Good. You get to smile and pass the headache. Why are people taking this personally? Some people wake up crabby. Learn that other people's attitudes belong to them. You can't control other people, only yourself. Thinking you can or should is really entitlement and delusional.
Originally Posted By dlkozy It seems to me that with CMs taking their costumes home now to be laundered that that could pose a security risk. Costumes can be copied and people who shouldn't be on site could potentially be on site.
Originally Posted By officerminnie >>>>> CMs observed not smiling while in direct communication with guests <<<<<< Oh boy, I was just at DL last week, from Mon-Fri, and saw this soooo many times! I was actually shocked. Is it that difficult to at least smile? I'm not even asking for one word, just a smile. The girl loading Peter Pan looked like she just sucked on a lemon. What would be wrong with saying "Enjoy your trip to Neverland" or something like that? It was just amazing. I have always thought the CM's were supposed to interact a bit more, or at least make eye contact. I must say though, the Photo Pass folks were all very friendly and upbeat. And many CM's were appropriate, it seemed that about half the time they were not.
Originally Posted By -PLP- I have noticed that some CM's seem to avoid eye contact. I don't try to bother guests but I make eye contact & smile to them as I do my job. Alot of times a guest is just sitting on a bench recharging and will initiate a conversation. I enjoy these little breaks & I get to meet people from all over the world.
