Angry Disney Employee Fail - at Carousel of Progress

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NX2I85

NX2I85

Active Member
That was a fail. CM could have found another way to handle that. Him freaking out was like pouring gasoline on a fire
 
lazyboy97o

lazyboy97o

Well-Known Member
kucarachi said:
i remember one time we rode the C.O.P. and it was my newphews first time to disney world and the stupid ride would not rotate and then played the first scene 2 times...then the second scene 4 times i believe, and people were leaving left and right. We stayed thinking there is no way we'd ever take him on this again or that he'd want to and ended up spending another 20 to 25 min on it. It was hell on earth as far as being at an amusement park. When it breaks down like it usually does they should give you a chance to get off and actually enjoy working rides.

Im not saying the cast member was wrong or even think what he did was rude...but when your paying up the butt to go to disney and don't have a whole lot of time to get every ride in, you dont want an extra 20 min on something that is not the highlight of anybody's trip. My nephew was very good during the whole thing but he started yawning and it kind of took the wind out of our sails for an hour or two and taught us that the C.O.P. is only good if you need a break cause its very unpredictable as it breaks down almost every time we are on it.
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The attraction is not breaking down, it is stopping because people are getting up and Disney would prefer a guest not get crushed between the walls.

muse1983 said:
That's still no excuse and if you notice from the video, the yelling did absolutely nothing to keep people in line. A CM should have gone into the theatre in person and solved it that way.
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How many times must it be stated that the Cast Member did not have this option without being fired?
 
rct247

rct247

Well-Known Member
I'm still stickin by the CM. With not knowing how the situation exactly panned out, but also knowing that situations like this happen throughout the parks on a daily/weekly basis across property, it is hard for me to say that the CM was in the wrong. Hell for all we know, the PA system could have also been extra sensitive resulting in making the raised voice sound like he was yelling.

When you are supposed to be in control of a situation and suddenly things are completely out of control, it is hard to make the right professional decision. While this situation may not seem like an emergency to the average guest, an intrusion is a emergency alarm from the CM stand point. I can 100% understand what was going through that CMs mind because I have been in similar situations on a handful of occasions. Yes, after I was polite and calm with my requests I eventually resorted to yelling. It is very easy to start to panic in some fashion when you have multiple instances of guests not listening to instructions and limited resources to try to prevent people whose safety is under your watch from getting hurt.

Imagine given the task of trying to seal a crack in a dam that is leaking. You are attempting to seal the crack and it isn't working. Meanwhile, more cracks form causing more leaks. Eventually that dam is going to burst. In this situation, eventually someone is going to get hurt even if not all the offenders do.

I'll agree that I don't think the CM should have been praised for how it was handled, but just knowing exactly how it feels, I wouldn't know how else I personally would handle it knowing the resources I had available, the help I could have enlisted, the time frame I had to work with, etc.

Yelling is never something you simply turn to when trying to get people to comply with orders, but honestly, other than physical restraining, how else do you think the point can be made address multiple offenders in multiple locations in a ride/theater. A calm polite friendly voice is only going to take you so far.

It was a bad situation that got caught on camera. The editing, the title, and the lack of understanding from the average viewer also doesn't make it any better. Being realistic though, how else would things have played out? We all are human. We all yell even at loved ones. We all can only handle so much stress. Even with professional expectations, you have to expect that not everyone is going to handle situations in the same exact professional manner.

Having the experience that I do, I could bet money that the majority of people in this world and even on these forums would have "slipped up" and done something equal or just as unprofessional. There are so many stories I wish I could share, but unfortunately, I love my job so much that I can't share them.
 
captainkidd

captainkidd

Well-Known Member
Florida Dreamin said:
So much exaggeration, for one he isn't a child and two comparing him to mental patient is just rude. He was doing his job, keeping people safe and making sure the ride was operating properly. Your only stand on your point is that he was screaming like a child, if you had that job and someone did the thing you asked them not to do repeatedly you would be mad as hell too. It's really black and white. I'm guessing you approve of taking flash pictures on dark rides too?
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Bad analogy, as the CM's pretty much allow that all the time. Like smokers in the park. They really don't seem to care about the guest experience at all, as long as it doesn't interfere with their job.
 
Neverland

Neverland

Active Member
captainkidd said:
Bad analogy, as the CM's pretty much allow that all the time. Like smokers in the park. They really don't seem to care about the guest experience at all, as long as it doesn't interfere with their job.
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I'm not sure what resort you're visiting, but as a guest at Walt Disney World, I see CMs put a stop to smoking and flash photography all the time. A great example is when someone took a flash photo in the stretch room of the Haunted Mansion, and within two seconds, a butler snuck up behind them and scared the bejeezus out of them by saying "NO FLASH PHOTOGRAPHY. Please." It was both courteous to the other guests and in-character. And as a CM, I always deal with smokers. I don't like cigarette smoke myself, and there are also guests who are allergic, or have asthma, or even have a life-threatening condition (like Make-a-Wish children) that could be aggravated. Just the other day someone was smoking in the queue of my attraction, and I had them put it out immediately. And if I see people taking flash photos on one of my indoor rides, I remind them that it's not allowed, because I know other guests are annoyed by it. I'm annoyed by it, too.

I have always been told and am constantly being reminded of how important the guest experience is. I take offense to people thinking that we don't care, because yeah, some of us don't, but the majority of us do, very much. If we didn't care about guests, why would we do incredibly stressful, hot, demanding, potentially dangerous, sometimes disgusting jobs with long, insane hours while wearing a silly outfit for nearly minimum wage? Being a CM is not something you do for money; it's something you do because you enjoy making people happy and giving them a great experience.
 
Expo_Seeker40

Expo_Seeker40

Well-Known Member
Good luck trying to get people to stop smoking in queues/everywhere at DLP....they will murder you if you ask them to stop smoking. :wave:

Embrace second hand smoke there. :lookaroun
 
captainkidd

captainkidd

Well-Known Member
Neverland said:
I have always been told and am constantly being reminded of how important the guest experience is. I take offense to people thinking that we don't care, because yeah, some of us don't, but the majority of us do, very much. If we didn't care about guests, why would we do incredibly stressful, hot, demanding, potentially dangerous, sometimes disgusting jobs with long, insane hours while wearing a silly outfit for nearly minimum wage? Being a CM is not something you do for money; it's something you do because you enjoy making people happy and giving them a great experience.
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I should have phrased my wording better - Some CM's don't care. The majority, yes, are wonderful. As for the flash photography thing, that's something that I haven't seen the CM's do a thing about. Every time we ride Pirates or Spaceship Earth, it's like being on the red carpet with all the flashbulbs going off. As for the smoking, I can only go by my experience. Last year we were walking from Frontierland to Adventureland, and we were behind this guy who was smoking, and not hiding it. He must have walked directly by at least half a dozen CM's who did nothing. Finally, we walked by someone who appeared to be a supervisor/manager. I went up to him and said "Do you want to tell this guy to put the cigarette out, or do you want me to do it?" The supervisor did take care of it, but the point is, it shouldn't have to come to that.
 
unkadug

unkadug

Follower of "Saget"The Cult
captainkidd said:
Carousel of Progress has been running for almost 50 years. Has this EVER happened? Has there ever been an injury of ANY kind on it?
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Yes....and just because it hasn't happened doesn't mean that it can't.


Look to the monorail for a prime example.
 
B

Bolna

Well-Known Member
Would it be possible to just evacuate the whole ride once people had to sit through one show twice? Who really wants to see any scene for a third time in a row? Maybe the solution would be to just get all people out of all of the theaters instead of deperately trying to make them stay put?
 
Expo_Seeker40

Expo_Seeker40

Well-Known Member
There is no spiel except for the CM saying please remain seated, but no reason why is given. Instead of a CM, they need to have a clearly spoken voice in both english and spanish telling guests just before the attraction begins to please remain seated during the entire 20 minute show, standing up will cause the show to come to a stop, blah blah, blah.
 
RSoxNo1

RSoxNo1

Well-Known Member
NX2I85 said:
That was a fail. CM could have found another way to handle that. Him freaking out was like pouring gasoline on a fire
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To those people that wanted the cast member to handle this a different way, what would you have suggested?

Disney has procedures for safely evacuating an attraction, and these procedures are dictated in that attraction's handbook. Just because it seems relatively simple for guests to just get up and leave Carousel of Progress, where do you draw the line for letting guests at on their own volition? If their Doom Buggy is stopped in a place that seems safe should they be allowed to leave their vehicle? Good luck with that if you're not familiar with the attraction layout.

Disney is masterful at hiding ride components so that the mechanics are transparent to guests. Sure, all of these people that left the theater did so without incident but that doesn't mean that they were right to do so. They didn't listen to the cast member, and his only course of action was to raise his voice. He didn't swear, he didn't even threaten, he just raised his voice. If you can't handle someone raising their voice after people repeatedly didn't listen then you're in need of a hard dose of reality. There is no harm in someone raising their voice to get a point across, especially if that point is regarding someone's safety.

For those people concerned with this ruining the magic or being otherwise emotionally scarring. Grow up. Go bother your child's teacher for using an emotionally scarring red pen to correct their math test, or go protest your local little league for keeping score and not handing out participation trophies.

If I was sitting in this theater I would have been angry, and it would have had to do with each and every person that left against the request of the cast member. There was absolutely nothing wrong with how this situation was handled, other than that every person that left should have also been scolded by a manager with an emphasis on the inherent safety risks surrounding disobeying cast member instructions.
 
captainkidd

captainkidd

Well-Known Member
RSoxNo1 said:
To those people that wanted the cast member to handle this a different way, what would you have suggested?
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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?
 
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