News Josh D’Amaro Named Next CEO of The Walt Disney Company

[Chi84]

at amorettes it wasn’t at me, it was towards the customers in front of me and also towards a fellow CM.

The security guy at MK spoke to me in a rude way when I was simply walking up to the entrance.

If you’re trying to blame me for bad CM interactions that’s fine - I was speaking in this thread about how impressed I was at CM’s across the property and how these were the only 2 negative interactions I saw on a very long trip.

No, not at all. But assigning a word normally associated with dogs to security people indicates - at least to me - a particular attitude toward security people. Maybe you don't realize it but you complain about them a lot.

 

[TrainsOfDisney]

Maybe you don't realize it but you complain about them a lot.

Yes, I have a major issue with security who barks orders - except the NYC Airport TSA - it just feels like part of the New York City experience there! Haha.

Yes I started a whole thread on how the security is set up and how I don’t agree with it - many people did not like that I dared to question a security policy. Haha. Oh well.

 

[flynnibus]

My stance continues to be that labor shortages have to be a huge issue. You're looking for people who are kind, wholesome, extroverted, willing to stay pleasant after withstanding abuse from the public, and also need to work for relatively low pay in an area where that will mean having a couple of roommates, a very long commute, etc.

But this compromise of 'good workers, for crap employment' is addressable by the employer. The employer can do a lot besides "pay more" -- This is proven over and over in good companies, how they TREAT THEIR EMPLOYEES is a huge factor in not just what people are willing to work for, but in retention, and in their work.

Disney gets a lot of milage out of the 'free passes' perk, but for people who actually work there, have to make the job work, deal with commuting, deal with time off the clock, etc.. there is a lot more to it.

Things like employee spaces, onsite amenties, compensation for things not exactly 'on the clock', scheduling, friendly policies on things like uniforms, recognition programs, opportunities, etc.. These are all things that even UNION companies can do to make great places to work. For awhile there Disney was getting pretty gruff towards it's hourly workers in terms of demands far exceeding the employee's reward and was coasting on it's history more than it's 'now'. (kinda like they were doing to guests too)

When you make it a place people want to be a part of and feel satisfied, you don't need to be the best paying guy in town to attract hires and talent.

 

[CaptinEO]

I have no idea how it'll turn out, but he's not "Iger 2.0."

Your other asides are completely irrelevant.

I'd imagine Iger is solely looking for an Iger 2.0. He's a friendly personable guy that will meet the bottom line.

 

[DisneyHead123]

But this compromise of 'good workers, for crap employment' is addressable by the employer. The employer can do a lot besides "pay more" -- This is proven over and over in good companies, how they TREAT THEIR EMPLOYEES is a huge factor in not just what people are willing to work for, but in retention, and in their work.

Disney gets a lot of milage out of the 'free passes' perk, but for people who actually work there, have to make the job work, deal with commuting, deal with time off the clock, etc.. there is a lot more to it.

Things like employee spaces, onsite amenties, compensation for things not exactly 'on the clock', scheduling, friendly policies on things like uniforms, recognition programs, opportunities, etc.. These are all things that even UNION companies can do to make great places to work. For awhile there Disney was getting pretty gruff towards it's hourly workers in terms of demands far exceeding the employee's reward and was coasting on it's history more than it's 'now'. (kinda like they were doing to guests too)

When you make it a place people want to be a part of and feel satisfied, you don't need to be the best paying guy in town to attract hires and talent.

I mostly agree with this, with the caveats that: 1. There is also a housing crisis in Orlando, which makes potential workers moving to the area at all difficult and 2. I can’t claim to know anything about CM morale, working conditions, etc.

The general principle that better working conditions equals happier / more employees I definitely agree with though. I think I once did some back of the napkin math and realized that with 80,000 CMs in Orlando alone, a mere $10,000 yearly raise for everyone would cost over a billion annually. I hope they try to increase pay, but do think they need some other ways to make the job appealing and accessible because realistically they only have the budget to increase pay so much.

 

[TrainsOfDisney]

If I were you I would be more concerned over why CMs are always barking at you.

I did want to say “I get it” - anytime someone makes a complaint about an employee on the internet it’s easy to have that knee-jerk “you are the problem!” reaction. I do that too.

Things like tone, body, language, etc. can be really hard to describe.

And then there are policy issues or how things are set up - with security - there is no intuitive design and each entrance has little nuances that make the entry a little different.

If CM’s politely explain how to enter - all is good. If they bark orders and act like you are stupid for not knowing exactly how to enter at this specific location…. That’s bad show and a bad guest experience.

It’s like at TSA where they act like the policy should be 100% intuitive but it’s different at each airport. (Laptops out of the bag for example).

 

[Pizza Moon]

I mostly agree with this, with the caveats that: 1. There is also a housing crisis in Orlando, which makes potential workers moving to the area at all difficult and 2. I can’t claim to know anything about CM morale, working conditions, etc.

The general principle that better working conditions equals happier / more employees I definitely agree with though. I think I once did some back of the napkin math and realized that with 80,000 CMs in Orlando alone, a mere $10,000 yearly raise for everyone would cost over a billion annually. I hope they try to increase pay, but do think they need some other ways to make the job appealing and accessible because realistically they only have the budget to increase pay so much.

You know how easy it is to fix the housing crisis?

Build more + Zoning reform.

It is 100% artificial. Not rent control, not “it’s inevitable,” it’s just an artificial inventory shortage designed to make existing homeowners richer.

 

[DisneyHead123]

You know how easy it is to fix the housing crisis?

Build more + Zoning reform.

It is 100% artificial. Not rent control, not “it’s inevitable,” it’s just an artificial inventory shortage designed to make existing homeowners richer.

I’m not at all familiar with Orlando housing so I’m not sure what the issue is. To be fair they probably did have a pretty sudden spike in population that was hard to keep up with, especially with inflation bumping up the price of materials.

 

[Pizza Moon]

I’m not at all familiar with Orlando housing so I’m not sure what the issue is. To be fair they probably did have a pretty sudden spike in population that was hard to keep up with, especially with inflation bumping up the price of materials.

It’s everywhere.

Zoning laws restrict development, thus supply and demand drive prices up to the benefit of homeowners.

Same story in every state.

 

[Dreamer19]

But this compromise of 'good workers, for crap employment' is addressable by the employer. The employer can do a lot besides "pay more" -- This is proven over and over in good companies, how they TREAT THEIR EMPLOYEES is a huge factor in not just what people are willing to work for, but in retention, and in their work.

Disney gets a lot of milage out of the 'free passes' perk, but for people who actually work there, have to make the job work, deal with commuting, deal with time off the clock, etc.. there is a lot more to it.

Things like employee spaces, onsite amenties, compensation for things not exactly 'on the clock', scheduling, friendly policies on things like uniforms, recognition programs, opportunities, etc.. These are all things that even UNION companies can do to make great places to work. For awhile there Disney was getting pretty gruff towards it's hourly workers in terms of demands far exceeding the employee's reward and was coasting on it's history more than it's 'now'. (kinda like they were doing to guests too)

When you make it a place people want to be a part of and feel satisfied, you don't need to be the best paying guy in town to attract hires and talent.

you have actually made me realize that maybe the near-unlimited access to the parks for CM’s is actually what is attracting the wrong people.

Over the years I have noticed that along with the decline in quality of Cast Member interactions, came an increase in what can only be described as “Disney Adults” working at the park.

So, instead of workers focused on delivering a top tier product and unique experiences, you get a lot of fans high on their own obsession and basically working where they live…

I don’t intend to paint with a broad brush, I know many normal and hard working CM’s, but the above has largely been my experience with over the last decade.

Bottom line, limit the entry perks and bring up the benefits and wages and I guarantee you the overall experience would improve.

 

[TrainsOfDisney]

Over the years I have noticed that along with the decline in quality of Cast Member interactions, came an increase in what can only be described as “Disney Adults” working at the park.

At WDW I’ve seen improvements with CM interactions the past year - and yes, many of those interactions were based around them being Disney fans.

Why is being a Disney fan a bad thing for a CM?

 

[Sirwalterraleigh]

you have actually made me realize that maybe the near-unlimited access to the parks for CM’s is actually what is attracting the wrong people.

Over the years I have noticed that along with the decline in quality of Cast Member interactions, came an increase in what can only be described as “Disney Adults” working at the park.

So, instead of workers focused on delivering a top tier product and unique experiences, you get a lot of fans high on their own obsession and basically working where they live…

I don’t intend to paint with a broad brush, I know many normal and hard working CM’s, but the above has largely been my experience with over the last decade.

Bottom line, limit the entry perks and bring up the benefits and wages and I guarantee you the overall experience would improve.

You have a valid point

Though there have always been “fans” working the park…it’s gone off the rails.

“Disney adults”…are not particularly socially savvy/well adjusted people. Just my opinion/observation…nobody has to agree with it

 

[Dreamer19]

At WDW I’ve seen improvements with CM interactions the past year - and yes, many of those interactions were based around them being Disney fans.

Why is being a Disney fan a bad thing for a CM?

Well I am a Disney fan and I’ve worked in multiple divisions of the company across the world, but there is a difference between a fan and the “Disney Adult”.

In my humble opinion, “Disney Adults” are one of the main drivers of the company’s decline.
To be clear, there is a special definition for them — Adults perceived as overly obsessed with Disney, treating it as a lifestyle or identity rather than just a brand.

 

[TrainsOfDisney]

Well I am a Disney fan and I’ve worked in multiple divisions of the company across the world, but there is a difference between a fan and the “Disney Adult”.

Can you give an example of a poor CM interaction because they were a Disney adult?

 

[Dreamer19]

You have a valid point

Though there have always been “fans” working the park…it’s gone off the rails.

“Disney adults”…are not particularly socially savvy/well adjusted people. Just my opinion/observation…nobody has to agree with it

I think if you work anywhere, you should love what you do for the sake of your own soul as well as the experience of those you serve.

I have seen many a “Disney Adult” CM demonstrate a greater love for their obsession for Disney than a dedication to the experience guests pay thousands for.

 

[Dreamer19]

Can you give an example of a poor CM interaction because they were a Disney adult?

Unfortunately, I can.

Once upon a time I was friends with characters <— this term is no longer used as I was snidely remeinded by a CM in an unrelated experience to the one I’m going to describe)

So having worked with the characters before, I’ve been on both sides. Greeting and hanging out with them. My daughter was in line to meet Chip and Dale and I observed the greeters (who are supposed to be the voice of the character) ignoring the characters AND the children and talking to either an adult fully disney bound or a fellow CM about plans to see Fantasmic afterward. Chip and Dale did ALL of the work and struggled.

The Disney Adult CMs also usually seem to be the ones that are visibly annoyed by guests who don’t understand the rules because they aren’t at the park every hour of every day. This I have witnessed a lot lately.

Now, I also have had some EXCELLENT interactions with CMs, just far fewer in the past few years.

It’s noticeable and it’s a problem.

 

[Nubs70]

Well I am a Disney fan and I’ve worked in multiple divisions of the company across the world, but there is a difference between a fan and the “Disney Adult”.

In my humble opinion, “Disney Adults” are one of the main drivers of the company’s decline.
To be clear, there is a special definition for them — Adults perceived as overly obsessed with Disney, treating it as a lifestyle or identity rather than just a brand.

If I may add, the person's you describe are willingly take on indentured servitude then say the world owes them this, that, and the other thing.

 

[Sirwalterraleigh]

Can you give an example of a poor CM interaction because they were a Disney adult?

They don’t wear special polyester or name tags…but not hard to sniff out either

I’ll give you an anecdotal one

Last weekend there were 3 in a cluster…2 with backs turned…chattering away about hoppers at the Entrance to space mountain

One was doing this little giddy skip/hop things as they talked.

They did not appear/sound to be college program. I have excellent hearing/radar (Hughes D1000 model…top of the line)

It was really “bad show” as they say. And my general sarcasm aside…I do know what that should look like.

 

[monothingie]

Can you give an example of a poor CM interaction because they were a Disney adult?

There are what seems like an ever increasing amount of guests who are just plain ****heads.

Having front line underpaid CM deal with that and trying to keep the pixie dust facade becomes forever increasing to the point of either apathy or just hostility. I've seen CM engage with guests as if they were at the DMV or online for a security check at the airport. I've also seen CM visibly upset by the way in which they were treated by guests.

 

[monothingie]

You have a valid point

Though there have always been “fans” working the park…it’s gone off the rails.

“Disney adults”…are not particularly socially savvy/well adjusted people. Just my opinion/observation…nobody has to agree with it

When you depend on CM that get paid less than they'd make at a Walmart to deliver the magic, there may be a problem.

When you treat your hospitality business as simple a mechanism to deliver "product" to guests at maximum profit, there may be a problem.