Angry Disney Employee Fail - at Carousel of Progress

[brightlillstar]

I have to come in on the side of the CM here.

First of all, we're making assumptions, like people were initially leaving because the ride was down. no maybe it was never down and people just felt it was boring and decided to get up, and then more people got annoyed and kept getting up. Never was it Disney's fault in that scenario. Kind of like the first time I rode Mission:Space. One person freaked out and banged on the pod to get out, then as more time went by and we were all sitting in these tiny compartments more and more people were freaking out and banging to get out.

I have worked as a stage manager and fireguard in NYC. As Stage Manager, I'm responsible for making sure the show runs smoothly and that every single effect is on cue. I'm responsible for every aspect of "show", however SAFETY is my first priority. I WOULD absolutely raise my voice and yell and do whatever it takes to make sure people understand if they are doing something that violates their own safety. Sometimes a polite "please be seated" doesn't convey that someone could actually get hurt. I would absolutely tell someone to sit the "eff" down if it meant that they got the message and didn't walk into harm's way.

I felt this cast member was doing the same thing in raising his voice, trying to make them understand that they could get hurt. Yes, a CM did DIE in that ride system in California. They did add breakaway walls, but that doesn't mean that someone waltzing out of the doors at any moment isn't going to get hurt and make Disney and that CM liable.

We also don't know the procedures. Some CMs have already said he could NOT leave his control booth. It's possible that between those many announcements, the CM *did* call management to get help to get extra CMs in the theaters as well as to get approval to stop and empty the ride. In the meantime, it was still his responsibility to make sure no one got hurt until that help came.

AS the CM is saying if you want to leave a CM will be coming to help you out, these whole families are getting up and leaving. That's disgraceful. It's a horrible lesson to be teaching their children.

 

[captainkidd]

I have worked as a stage manager and fireguard in NYC. As Stage Manager, I'm responsible for making sure the show runs smoothly and that every single effect is on cue. I'm responsible for every aspect of "show", however SAFETY is my first priority. I WOULD absolutely raise my voice and yell and do whatever it takes to make sure people understand if they are doing something that violates their own safety. Sometimes a polite "please be seated" doesn't convey that someone could actually get hurt. I would absolutely tell someone to sit the "eff" down if it meant that they got the message and didn't walk into harm's way.

And if you worked for Disney, you'd be fired.

I don't fault the CM for what he was attempting to do. He simply went about it the wrong way, in my opinion. In working with the public, believe me, there are times when I have to bite my tongue to not lash out. If you can't take the heat, get out of the kitchen.

 

[RSoxNo1]

It's not rocket science. Just don't scream your head off at everyone and be rude. Do your job, be calm and professional and courteous. He was none of those things. He sounded like a stark raving mad lunatic.

Geez, don't you think we all have days when we'd like to go postal at work?

There is a potential safety risk with them leaving the attraction. Short of telling them that they can get injured (which he didn't do), the cast member raised his voice to get them to remain seated. Calm and professional wasn't working so he had to try something different, do any cast members know what the procedures are in a case like this?

 

[captainkidd]

There is a potential safety risk with them leaving the attraction. Short of telling them that they can get injured (which he didn't do), the cast member raised his voice to get them to remain seated. Calm and professional wasn't working so he had to try something different, do any cast members know what the procedures are in a case like this?

If there was that much danger in place, then they should have stopped the ride, period, and evacuated the entire theater.

 

[RSoxNo1]

If there was that much danger in place, then they should have stopped the ride, period, and evacuated the entire theater.

So everytime B'rer Fox and B'rer Bear are causing trouble down stream you think that you need to be evacuated immediately or the ride should begin immediately?

Has there ever been a situation where a ride was evacuated where guests didn't have to sit there for more than 10 minutes? Be a little more realistic here.

 

[captainkidd]

So everytime B'rer Fox and B'rer Bear are causing trouble down stream you think that you need to be evacuated immediately or the ride should begin immediately?

Has there ever been a situation where a ride was evacuated where guests didn't have to sit there for more than 10 minutes? Be a little more realistic here.

You're comparing a ride to a show. If I were stuck on Splash Mountain for 10 minutes, I'd be ed, but I wouldn't try and get out of the boat. If I were stuck in the CoP for 10 minutes, I'd likely try to leave.

Again, we're only seeing part of what happened. If a bunch of people got up and safely walked out of the theater, it would lead to others doing the same, just following suit.

All of that is irrelevant anyways. I'm done repeating myself. I've said several times, the guests were in the wrong for getting up. That doesn't excuse the CM's behavior.

 

[the-reason14]

At the point when pretty much everyone was leaving, the ride was NOT going to move. I'm sure they had it turned off because there were people leaving, so why would they start it back up when guests were being stupid and leaving?

 

[captainkidd]

At the point when pretty much everyone was leaving, the ride was NOT going to move. I'm sure they had it turned off because there were people leaving, so why would they start it back up when guests were being stupid and leaving?

Exactly.

 

[rct247]

At the point when pretty much everyone was leaving, the ride was NOT going to move. I'm sure they had it turned off because there were people leaving, so why would they start it back up when guests were being stupid and leaving?

Maybe they were trying to start it back up, but every time they thought they had finally gotten one guest to sit down so they could restart it, another would get up and make the attempt. They simply would not just turn it off and leave it off and have everyone just sit there for the fun of it. It would be stopped/power down/paused while the situation was addressed and then they would start it back up. No they won't just start it back up if they know guests are not sitting down or if they were exiting the theater, but they can't make the attempt to get everything back to normal if people don't listen. Anyone who makes an assumption like that is just asking for trouble though. Take for instance the Peoplemover, if a guest does the same thing and leaves their vehicle inside of Space Mountain, it would trip an alarm. The ride stops and a CM has to walk the track to go find the person. That process can take 5-10 mins. If a guest decides that they are tired of waiting and think that since a CM is walking the track and the ride is stopped I sure can, it makes the situation worse. Let's say the CM walking the track was done and made it back to start up the ride, the guest jumped out near the Speedway, there are no cameras outside so an alarm doesn't go off for that guest. Suddenly the ride starts and a guest is out on the track about to get hit by a train all because they didn't listen to instructions.

All attractions whether they are shows or rides have their safety risks. Look at Festival of the Lion King or Finding Nemo: The Musical. They are shows that guests think they can just exit out of, but with performers in the aisles someone can easily get hurt if they don't listen to instructions. Ellen's Energy Adventure has to announce like 10 times that it is a RIDE that last a long time and even though throughout most of it it seems like a show you just cannot exit. Although I haven't seen Flights of Wonder at Animal Kingdom, I also think that guests cannot get up and leave because the birds could possibly attack them. Stitch's Great Escape is a show and it even has its safety risks for those who just try to leave in the middle. Imagine someone exiting when the lights go out. They are bound to trip and fall.

Also just because someone does something and doesn't get in trouble or doesn't get hurt does not me and that it is ok or should also be attempted. This goes for everything that is wrong, immoral, illegal, or is against any rule anywhere. That is a problem that plagues society. Everyone thinks the rules don't apply to mean or what could it hurt if I didn't listen. You have to expect that if someone doesn't follow the rules or breaks laws or does something wrong that there is a consequence and if that is someone yelling at you or a show being disrupted for everyone or the police arresting you then so be it.

Again, CM was not wrong. CM would have be wrong if it was done from the start of the problem and was completely unjustified, but since it continued to happen and it was for safety, you better believe that the alarm in his voice was justified.

 

[muse1983]

^ Yelling at guests (ESPECIALLY IN WDW) does absolutely nothing other than show how unprofessional you are. He was out of line and should have personally entered the area and explained in person what's needed of them for the show to continue. I have been in much more stressful situations than this CM at work and I have never once raised my voice to anyone. This is WDW not your local Six Flags. Unless the building was on fire and he was frantically trying to get everyone out, he should have never acted the way he did. The guests who were constantly standing up were obviously morons...but that is no excuse by any stretch of the imagination for his behavior. There was no danger at any time and frustration overtook his logical sense of reasoning and instead of acting like a proper WDW CM he acted like an unprofessional child who didn't get his way.

 

[captainkidd]

^ Yelling at guests (ESPECIALLY IN WDW) does absolutely nothing other than show how unprofessional you are. He was out of line and should have personally entered the area and explained in person what's needed of them for the show to continue. I have been in much more stressful situations than this CM at work and I have never once raised my voice to anyone. This is WDW not your local Six Flags. Unless the building was on fire and he was frantically trying to get everyone out, he should have never acted the way he did. The guests who were constantly standing up were obviously morons...but that is no excuse by any stretch of the imagination for his behavior. There was no danger at any time and frustration overtook his logical sense of reasoning and instead of acting like a proper WDW CM he acted like an unprofessional child who didn't get his way.

Agreed.

I can't believe people are still trying to justify the CM's behavior.

 

[brightlillstar]

And if you worked for Disney, you'd be fired.

I don't fault the CM for what he was attempting to do. He simply went about it the wrong way, in my opinion. In working with the public, believe me, there are times when I have to bite my tongue to not lash out. If you can't take the heat, get out of the kitchen.

I'd also be fired if someone got hurt, and then I'd have that on my conscience.

From experience, I can tell you that a stern look and raising your voice can work WONDERS.

ETA: I'm not saying it's ok to lose your cool, I'm just saying that sometimes you have to raise your voice to convey that this is actually a serious situation.

 

[muse1983]

I'd also be fired if someone got hurt, and then I'd have that on my conscience.

From experience, I can tell you that a stern look and raising your voice can work WONDERS.

ETA: I'm not saying it's ok to lose your cool, I'm just saying that sometimes you have to raise your voice to convey that this is actually a serious situation.

Slugging someone in the face would also work wonders in certain situations but that doesn't mean it's the professional thing to do. Yelling at someone in a business environment (and especially WDW) is a crutch for people who have no sense of tact or a professional demeanor. No one was in any danger of being hurt, the ride never started. No excuse, end of story.:wave:

 

[Tigger1988]

From experience, I can tell you that a stern look and raising your voice can work WONDERS.

And yet the yelling caused more people to leave the attraction. Didn't work wonders here.

 

[menamechris]

I'd also be fired if someone got hurt, and then I'd have that on my conscience.

From experience, I can tell you that a stern look and raising your voice can work WONDERS.

ETA: I'm not saying it's ok to lose your cool, I'm just saying that sometimes you have to raise your voice to convey that this is actually a serious situation.

The point being that it did not work wonders in this situation. In fact, it was counter productive - which is basically the point of this thread. The CM's actions (whether proper procedure or not) actually caused more guests to get up and walk out. It doesn't necessarily matter who's "in the right". If you were in charge - wouldn't you look at this situation to see how it could be better handled in the future? Because it clearly didn't work...

 

[the-reason14]

I personally don't think the CM was at fault. He may not have used the right/best tone, but I think he still maintained his composure for the most part. If anything people comparing Cop to rides, I think that's a bit off base. Even though Cop moves, for a lot of guests, they may think it's ok to exit the theater if they 'need' to at anytime just like you can at most other shows. It's one thing to be stopped on a ride, then it is to be 'stopped' at a show. Most guest are bright enough to see the difference.

 

[puntagordabob]

. If anything people comparing Cop to rides, I think that's a bit off base. Even though Cop moves, for a lot of guests, they may think it's ok to exit the theater if they 'need' to at anytime just like you can at most other shows. It's one thing to be stopped on a ride, then it is to be 'stopped' at a show. Most guest are bright enough to see the difference.

Still the problem is that it DOES move and if it should happen to be in that cycle as you try to exit then it could be deadly....and since it is an entire building in motion I am certain it does NOT stop on a dime!

 

[G00fyDad]

Still the problem is that it DOES move and if it should happen to be in that cycle as you try to exit then it could be deadly....and since it is an entire building in motion I am certain it does NOT stop on a dime!

It still has safety features that keep someone from getting hurt now. After the CM was killed on this ride they fixed the problem. They were both wrong.

 

[muse1983]

Everytime someone left the building during the show they were in danger YOU my friend are missing this key point.

In danger from an attraction that had yet to even start and from one that is designed to stop if the exit doors are opened? Sorry, there was absolutely no danger. There is no key point to miss here, you speak as if the attraction was in mid rotation and people were trying to rush out the door. How can anyone defend the CM here? I'm quick to defend everything WDW on a dime but even I can't excuse the extremely trashy way he handled this situation.

 

[rct247]

I'm still curious to hear a real alternative option to handling the situation. Let's say that the guest was in one theater standing up at first and then proceeding towards the door with their group of two others. Once the incident took place and an announcement was made including that they would have to view the same scene just one more time, another guest decides they don't want to do that and decides to leave causing another instrusion meaning another repeat of the scene. Assuming this is where the video came to start and more guests in other theaters start to leave.

Now what? You are a CM in control of the attraction with 1 other person. You have a phone to contact your coordinator, a manager, and/or security. You also have to act in quick decision to have you or someone go retreve the guest/guests that just exited into an area that you were trained as off-limits unless the attraction is powered down, not to mention it is backstage. You also have to make an announcement of some sort for the remaining guests to remain seated as per protocol when the attraction stops again or a scene will have to be repeated. You also have cameras showing what is going on in each theater so you will see if anyone else is trying to leave.

-If you were not permitted to enter any theater to address the issue, how would you handle it from your control panel for any guest or even guests in one or multiple theaters that you need to talk to sit down?
-What point do you focus on calling for backup in a routine procedure where only 1 guest leaves and you can restart once it was taken care of?
-How would you prevent more guests from exiting the theater into areas they should not be?
-If there were only 2 people to handle this situation, who would be doing what until more help arrived if any?
-What if help took 5 - 10 extra minutes to arrive? (Remember, you cannot evac without a manager because they have to call it into Magic Kingdom base. Your coordinator also has to have re-admission tickets for the guests that would be remaining as they were just kicked out of an attraction and it wasn't their fault.)
-What if the situation did result in an prolonged stop that may or may not have required or resulted in medical attention?
-How would you approach the offenders that you do catch keeping in mind you still have a time limit and a situation to finish taking care of?

After all is said and done, you recieve feedback both from a guest or two and your manager on how the situation was handled. What if no matter how you did handle it in actuality: good, bad, or just so-so, you received bad feedback from one or both parties? What if because you chose to prioritize one thing caused you to get in trouble for something else? What if the decision you made was against what you were trained to do whether that was yelling or choose to enter an area incorrectly to address the situation and you were fired?

I still stand by my opinion, but I'm going to focus on what really could have been done differently now rather than argue my point. After all, I am apparently guilty of doing the same thing many times before and never have been told I was wrong for doing so I'd like to know an alternative.