Dealing with a rude CM

[BuzzComplexCM]

I happened to overhear him saying to one of the little girls "Why do you have butterflies in your shoes? They're not going to make you fly!"

Well Peter was right, butterflies don't make you fly. Pixie dust does! :lol:

 

[joanna71985]

I feel you pain. Fourth of July weekend in 2005 I was working Stitch greeter and I as turned to put up a chain I tripped over a child and popped, twisted, and cracked my ankle pretty badly. It was LOUD! I was unable to get up, I had to literally crawl from Stitch to the breakroom behind Stitch. As I get to the breakroom my managers tend to me me and call for Reedy Creek. When they arive they wrap it up in ice and tell me that I need to drive myself to Epcot for health services. When I explained to them that I had just brokedn my driving ankle they said, "well we can lend you a wheelchair and you can take the monorail over." So I saked for an ambulance and they said, "well we only have two here today and we need those incase a guest gets ill."

What was I? Chopped liver? I know I was not a guest but I was their employee that was injured. Finally, someone from City Hall drove me over in a van. To say I was disappointed in WDW would be a lie. I was upset but quickly got over it when I got to health services and my father showed up with a slurpee for me! :ROFLOL:

Another funny part was that the guests saw me get hurt and just kept walking by. But they were able to point out the fact that I yelled the F bomb when I broke my ankle. Woops!

Wow, that is horrible.

Stroller issues are tricky; they require great tact and patience. I do my best.

I do not envy you at all.

 

[imamouse]

I think that the CMs do a wonderful job dealing with difficult and demanding guests, especially considering how little they are paid.

In March, I arrived at Epcot early enough to follow the line of CMs to Soarin' at 8:30 AM. After having gone back to my resort for a break, we headed back over to Epcot for evening EMH. Around 10 PM we were back over at Soarin' and I saw the same CM who had explained the walk-back to us at 8:30 AM that morning! I spoke to him and recognized his long hours and constant professionalism.

I can't say that I've encountered rude CMs, but I have experienced a fair share of new CMs who do not appear to be fully training on systems. It once took an hour to get checked in at PC 'cos the CM couldn't work the PC. She asked for help several times, but a manager would give her quick direction and then disappear. Of course, this went on and on (and on). I felt sorry for her, but I was getting pretty annoyed that check-in was taking so long.

 

[Mr_Tom_Morrow]

Well Peter was right, butterflies don't make you fly. Pixie dust does! :lol:

yeah yeah yeah i know lol,but its the tone in which he said it that set me off:fork:

 

[JustPlainBill]

One thing I'd like to add to the posts I have submitted earlier here. I myself acknowledge all of the hard working CMs who do an excellent job everyday. I have had very positive experiences with 98% of them on my trips to WDW,(unscientific percentage). I assume the op and most people who have added their comments here have had the same experience. I do acknowledge that CMs deal with guests who treat them rudely bordering on criminal. I don't feel these issues are in dispute. Not taking away from CMs that go above and beyond to make sure guests have a magical time, I believe the op was stating a fact that there are rogue CMs out there that do go out of their way to be rude and not perform their jobs as they should. I've been on the receiving end of this type of behavior. When it does happen it can be very shocking, in comparison to the majority of wonderful CMs who do great jobs. When I have experienced a CM who merely gave rude comments or looks in passing, I have brushed them off without thinking twice. It is when the CM offers these rude behaviors and refuses to do their job, i.e., replacing a broken refrigerator in your hotel room then lying to your face that they did replace it, shouldn't be tolerated. By my comments I do not mean to offend anyone other than the people I have illustrated here as being the culprits. I think the OP is looking for acknowledgement and searching to see if anyone out there has had the same experiences, rare as they may be. I have, as well as many others, I'm sure. When it happens to generally nice people who certainly don't deserve such poor service it gives the company a black eye, but certainly doesn't ruin a guests whole vacation by any means, unless of course it deals with reservations being screwed up on the WDW side and a guest not getting help or support because of it, that can be a big deal, which has happened to me as well. Unfortunately when the issue is brought up some self-proclaimed good CMs take offense and try to shame those of us complaining guests back into silence. Good guests as well as good CMs are on the same team I feel and shouldn't waste resources arguing a moot point. It is when we criss-cross the bad guest/good CM or vise-versa the disconnect occurs. Someone's pay shouldn't dictate the level of service they provide unless extra duties and expertise levels are added above and beyond what a person was originally hired to do. If a housekeeper is required to clean a room for $7.00 an hour, when the housekeeper is hired they agree to the terms, the CM can't just decide not to vacuum or empty waste cans or replace towels because they are dissatisfied. It is like this in the real world if I hire someone to operate a machine in the factory where I work. I expect that person to operate the machine as they were trained. They should do it safely, make a quality product efficiently. To say that a person has an excuse to work less than what is expected is destructive to the workforce, especially to those who do a good job everyday. Don't make excuses for the bad apples, call them out and make examples of them. When your having a bad day, go in the backroom on your break, have a good cry, feel sorry for yourself, go home, call in sick. whatever. Mistakes happen and everyone makes them, no doubt. It's how you deal with the mistake made and correcting it is what's important. Do not treat the customer poorly, it's like biting the hand that feeds you.

 

[ebarrett]

After reading this thread made me think, what is the employee turnover at WDW? That might help explain some of the issues guests and Disney employees have talked about here.

 

[JustPlainBill]

After reading this thread made me think, what is the employee turnover at WDW? That might help explain some of the issues guests and Disney employees have talked about here.

I have read in the unofficial guide to WDW, that this may expalin some of the problems that have been occuring at the Poly, where some of my bad experiences have been. They cite management turnover as the problem, I don't know if that includes labor as well. In their surveys the guest complaints had increased at the Poly, which is why they no longer can endorse this resort, valuewise. I didn't heed the warning and booked half my vacation there, and regretted it. I won't repeat the mistake, I will take my business somewhere else next time.