Anyone had any uninformed CM cases?

[Master Yoda]

Agreed. Raven I applaud you for seeking out someone who could help that guest. But often times a CM will make up something that sounds good or just go "gee i don't know..." and then there is awkward silence.

Not to mention being on these boards, alot of times we do know more than the average CM, and i hate when they don't realize that...such as CMs who work at Merchandise Checkout when I ask them to ring up my 20% AP discount back in February and they were like we don't have that...and I was like "i think that you do, can you please try to put it in."

anyway...i always try to be nice about it. Is that 20% discount still available btw? I had a nice CM at F&G apply it for me, but I don't know if it's still available at all locations...

I have never know any store to offer a 20% AP discount on merchandise. Most are 10% and a select few are 15% and it is not available at all stores. Here is the current AP merchandise discount list.

MERCHANDISE DISCOUNTS

- Arribas Brothers, Downtown Disney West Side - Get a 10% discount off the total merchandise purchase price (subject to certain restrictions, exclusions and/or limitations including, but not limited to: Lalique, Mats Jonasson, Swarovski, and shipping charges and shipping charges). Not valid with any other discounts.
- Basin at Downtown Disney Marketplace - Enjoy a 10% discount off select regularly priced merchandise.
- Curl by Sammy Duvall at Downtown Disney Marketplace - Enjoy a 10% discount off select regularly priced merchandise.
- House of Blues - 10% discount off regularly priced merchandise in the House of Blues retail store (excludes books, leather, tobacco, jewelry and select CD's).
- LEGO Imagination Center at Downtown Disney Marketplace - Receive 10% off all items. This offer cannot be combined with any other coupon or discount offer. Discount is available only at the LEGO Imagination Center Orlando.
- Planet Hollywood - 10% off select regularly priced merchandise purchased in the Planet Hollywood shop.
- Rainforest Cafe (both locations) - 15% off select regularly priced merchandise purchased in the Rainforest Cafe retail store at either location.
- Starabilias - Downtown Disney West Side - 10% off all gift and novelty items.
- T-REX Cafe - 15% off select non-sale merchandise in the Dino-Store. Does not include Build-A-Dino by Build-A-Bear Workshop.
- World of Disney at Downtown Disney Marketplace - 10% off merchandise for Passholder only. Discount not available on purchase of Disney gift certificates, Disney Gift Cards, Disney Dollars, videos, food items, film, film processing, Walt Disney Classics Collection and other select merchandise. Discount also not available at the Bibbidi Bobbidi Boutique. Discount not available on purchases of merchandise in Walt Disney World Theme Parks.
- Yak and Yeti at Disney's Animal Kingdom - Receive a 15% discount off select regularly priced merchandise purchased in the Yak & Yeti retail store.

 

[devoy1701]

I have never know any store to offer a 20% AP discount on merchandise. Most are 10% and a select few are 15% and it is not available at all stores. Here is the current AP merchandise discount list.

MERCHANDISE DISCOUNTS

- Arribas Brothers, Downtown Disney West Side - Get a 10% discount off the total merchandise purchase price (subject to certain restrictions, exclusions and/or limitations including, but not limited to: Lalique, Mats Jonasson, Swarovski, and shipping charges and shipping charges). Not valid with any other discounts.
- Basin at Downtown Disney Marketplace - Enjoy a 10% discount off select regularly priced merchandise.
- Curl by Sammy Duvall at Downtown Disney Marketplace - Enjoy a 10% discount off select regularly priced merchandise.
- House of Blues - 10% discount off regularly priced merchandise in the House of Blues retail store (excludes books, leather, tobacco, jewelry and select CD's).
- LEGO Imagination Center at Downtown Disney Marketplace - Receive 10% off all items. This offer cannot be combined with any other coupon or discount offer. Discount is available only at the LEGO Imagination Center Orlando.
- Planet Hollywood - 10% off select regularly priced merchandise purchased in the Planet Hollywood shop.
- Rainforest Cafe (both locations) - 15% off select regularly priced merchandise purchased in the Rainforest Cafe retail store at either location.
- Starabilias - Downtown Disney West Side - 10% off all gift and novelty items.
- T-REX Cafe - 15% off select non-sale merchandise in the Dino-Store. Does not include Build-A-Dino by Build-A-Bear Workshop.
- World of Disney at Downtown Disney Marketplace - 10% off merchandise for Passholder only. Discount not available on purchase of Disney gift certificates, Disney Gift Cards, Disney Dollars, videos, food items, film, film processing, Walt Disney Classics Collection and other select merchandise. Discount also not available at the Bibbidi Bobbidi Boutique. Discount not available on purchases of merchandise in Walt Disney World Theme Parks.
- Yak and Yeti at Disney's Animal Kingdom - Receive a 15% discount off select regularly priced merchandise purchased in the Yak & Yeti retail store.

They had a special going on in January and February that gave AP holders 20% of all Merchandise locations. It was posted on here awhile back. Trust me...bought lots of Art of Disney stuff during that period. Someone had mentioned to that now that it's in the computers, it'll probably stay in there all year. Though none of us ever found the original special in writing. :shrug:

 

[Thrill Seeker]

Let me just say that every CM you encounter isn't going to know all of the answers to your questions. If you go up to a CM at a food cart they might not know where to find a character. Most likely they haven't been told (only because it isn't needed in their area of work) or they haven't been in the park much themselves to know. Don't hold that against them. Like I said before, Guest Service is your best bet.

Once while walking to my detail during a late EMH at Epcot, a guest asked me how late Character Spot was open. I couldn't answer it because I didn't know (I work 3rd shift when the park is normally closed). But I was able to direct them to someone that was able to answer it for them. It doesn't mean I am uninformed, it's just that I do not need to know that information on a day-to-day basis because it doesn't partain to me.

Well put. The fact is CMs do try their best to be able to answer the vast majority of your questions, but they aren't all knowing. Some CMs are more informed than others and some just don't pay attention, but for the most part CMs do try to answer as many questions as possible.

There are times where CMs aren't told certain things before people start asking about them or have miscommunication. Disney is a big company. That does happen. Again, they try to deliver accurate information, but sometimes slip up or give you inaccurate info not because they are uninformed, but because they are misinformed.

 

[Thrill Seeker]

They had a special going on in January and February that gave AP holders 20% of all Merchandise locations. It was posted on here awhile back. Trust me...bought lots of Art of Disney stuff during that period. Someone had mentioned to that now that it's in the computers, it'll probably stay in there all year. Though none of us ever found the original special in writing. :shrug:

Yup, there was a 20% discount for AP holders going on for the holidays that was going until I believe March. I saw somewhere that I believe it got extended again, but I'm not 100% sure. I haven't worked merchandise in a month.

 

[devoy1701]

Yup, there was a 20% discount for AP holders going on for the holidays that was going until I believe March. I saw somewhere that I believe it got extended again, but I'm not 100% sure. I haven't worked merchandise in a month.

If anyone in the CM world could check on this discount and report back i'm sure they will be a lot of happy AP holders here willing to spend a little more money on their next trip!

 

[Captain Hank]

If anyone in the CM world could check on this discount and report back i'm sure they will be a lot of happy AP holders here willing to spend a little more money on their next trip!

As of when I worked Merch last (at F+G a couple weeks ago) a 10% discount was in effect for standard AP's, while a 20% discount was available for premium AP's.

 

[BrerFrog]

Let me just say that every CM you encounter isn't going to know all of the answers to your questions. If you go up to a CM at a food cart they might not know where to find a character. Most likely they haven't been told (only because it isn't needed in their area of work) or they haven't been in the park much themselves to know. Don't hold that against them. Like I said before, Guest Service is your best bet.

Once while walking to my detail during a late EMH at Epcot, a guest asked me how late Character Spot was open. I couldn't answer it because I didn't know (I work 3rd shift when the park is normally closed). But I was able to direct them to someone that was able to answer it for them. It doesn't mean I am uninformed, it's just that I do not need to know that information on a day-to-day basis because it doesn't partain to me.

Well said! :sohappy:

On my first days as an ICP I didn't know how to answer many questions, even some very simple ones and I don't think I could be blamed because I had never been to WDW in my entire life. And it is not like I didn't try to get informed on the parks, their rides and their history since I read a lot on the months preceding my boarding.

Being a CM is pretty much like every single job out there, and you only learn certain things with time. However, directing guests to someone who knows the information they are looking for is always vital.

 

[Captain Hank]

Let me just say that every CM you encounter isn't going to know all of the answers to your questions. If you go up to a CM at a food cart they might not know where to find a character. Most likely they haven't been told (only because it isn't needed in their area of work) or they haven't been in the park much themselves to know. Don't hold that against them. Like I said before, Guest Service is your best bet.

Once while walking to my detail during a late EMH at Epcot, a guest asked me how late Character Spot was open. I couldn't answer it because I didn't know (I work 3rd shift when the park is normally closed). But I was able to direct them to someone that was able to answer it for them. It doesn't mean I am uninformed, it's just that I do not need to know that information on a day-to-day basis because it doesn't partain to me.

That's exactly how it should work. If a CM doesn't know the answer to a question and can't easily find out, he or she should direct the Guest to someone who does/can.

 

[TheBeatles]

The weirdest experience was when I asked if a store had the retro Mr. Toad shirts.

The CM told me they were left over from the original attraction, so Disney just decided to sell them. He wasn't joking.

CMs are supposed to tell you that they aren't sure of what an answer is, but they will find out from someone else.

 

[cblodg]

My last trip, we arrived at WL where we were only staying for a couple of nights. I waited to purchase my park tickets at the World as our local Disney Store didn't have the capability to do a 10 day pass. We check in and are given our room keys, my father and I then head over to the concierge desk to purchase my park tickets.

First off, I was paying in cash and the CM looked at me like I had three heads. At that point (and still today) I didn't want to put anything on my credit cards that didn't absolutely have to go on there. The CM asks for my room key. I explained to him that I was only staying for a couple of nights at the WL and I didn't want the pass attached to my room key. He went and put them on there anyway!

I was so worried about this that I actually went back to the desk about 2.5 hours later and asked to have the pass stripped off of my room key and placed on a seperate card. The CM behind the counter asked why, and I explained and this CM said that the pass never should have been placed on my room key as the key would have been deactivated upon check out, thus somehow screwing up my pass (I don't know how, that's what the CM said).

This second CM spent at least 20+ minutes deleting the old room key, assigning a new room key (with DP in tact) and giving me a seperate card with my pass on it. I felt so bad for this second CM that I searched out the manager and wanted to pass along how grateful I was that they took the extra time to do all of that work.

To this day, I am still boggled as to why that first CM went against my wishes anyway and put the pass on the room key.

 

[rct247]

If you want to TYPICALLY find someone who knows more information, ask a custodian. They are out roaming the park and notice changes and have to give directions far more and also work a bigger area.

Now, I'm not saying a custodian will know all the answers or that a person somewhere else won't know information, but it's your best bet.

A person at Tower of Terror isn't going to know the times of Lights, Motors, Action by heart. The same reason why a person selling merchandise at Mouse Gear isn't going to know what type of offerings there are at Sunshine Seasons.

But a person that is asked when is the parade, where can I find churros, what time does the park close, where is the nearest restroom, where can I buy a princess costume, and how long does the Beauty and the Beast show last all on a daily basis should be able to help you out more.

 

[raven]

On a side note, one of my managers (of 21 years) said yesterday that he didn't realize that LWTL isn't using CM speils anymore. How many years has that been now? :lol:

Working on 3rd shift you don't get much guest interaction unless it's a special event or an EMH night. Most of my coworkers don't like guest interaction anyway (the reason they work midnights) but I love it. Last spring I passed an elderly couple sitting along the wall outside of The Land pavilion that were obviously tired from walking all day. Overhearing the woman complaining about her feet hurting and having to walk all the way back to the Swan, I went and got them a wheelchair from inside. I guess I could've just taken it to them but I saw a chance for a little more interaction so I offered to push her back to the International Gateway entrance where they could catch the boat. After talking with them I come to find out that they went to a church I used to go to when I lived in Nebraska! Too funny!

 

[hpyhnt 1000]

On a side note, one of my managers (of 21 years) said yesterday that he didn't realize that LWTL isn't using CM speils anymore. How many years has that been now? :lol:

Working on 3rd shift you don't get much guest interaction unless it's a special event or an EMH night. Most of my coworkers don't like guest interaction anyway (the reason they work midnights) but I love it. Last spring I passed an elderly couple sitting along the wall outside of The Land pavilion that were obviously tired from walking all day. Overhearing the woman complaining about her feet hurting and having to walk all the way back to the Swan, I went and got them a wheelchair from inside. I guess I could've just taken it to them but I saw a chance for a little more interaction so I offered to push her back to the International Gateway entrance where they could catch the boat. After talking with them I come to find out that they went to a church I used to go to when I lived in Nebraska! Too funny!

Now THAT is the mark of a dedicated WDW Cast Member. Bravo! :sohappy:

 

[TopOfTheWorld]

I realize that there's a great deal of turnover, but we had some poor experiences with the front desk at DL 3 1/2 years ago. First, when we asked the concierge where to get food on property after 11:00 at night, she said she didn't know, but that there are pizza places that deliver. It wasn't until the end of our trip that we learned of the McDonalds on the other side of the property (we didn't want to go to the one outside of the grounds). Likewise, we received three different sets of instructions from CMs regarding how we could ship our gifts back home. These are things that people at the front desk should know. I agree with the comment earlier that a person running a snack cart won't know where to get wristbands, but the teenage college girl should have known that there was a McDonalds on the stinking property!

 

[Mystic]

On a side note, one of my managers (of 21 years) said yesterday that he didn't realize that LWTL isn't using CM speils anymore. How many years has that been now? :lol:

Working on 3rd shift you don't get much guest interaction unless it's a special event or an EMH night. Most of my coworkers don't like guest interaction anyway (the reason they work midnights) but I love it. Last spring I passed an elderly couple sitting along the wall outside of The Land pavilion that were obviously tired from walking all day. Overhearing the woman complaining about her feet hurting and having to walk all the way back to the Swan, I went and got them a wheelchair from inside. I guess I could've just taken it to them but I saw a chance for a little more interaction so I offered to push her back to the International Gateway entrance where they could catch the boat. After talking with them I come to find out that they went to a church I used to go to when I lived in Nebraska! Too funny!

Probably the highlight of their trip. It's CMs like you that stand out in guests minds when they think back on their trips. Keep up the good work! :wave:

 

[raven]

Probably the highlight of their trip. It's CMs like you that stand out in guests minds when they think back on their trips. Keep up the good work! :wave:

Actually it was the highlight of my night. I couldn't start my work detail until Soarin' cleared of guests so I had an hour to kill and just couldn't sit in the breakroom doing nothing all that time.

I guess it all depends on each CM though. Since I was a guest myself for many years, paying $1,500 per trip twice a year to visit, I kinda see it as a way of giving back. Others see their employment simply as a job. We had a service award presentation yesterday for 3 local CM's that were celebrating 25 years. When asked why they came to work for Disney in the first place they simply said "It's was just a job." No magical experience there. Sad.

 

[Mystic]

Actually it was the highlight of my night. I couldn't start my work detail until Soarin' cleared of guests so I had an hour to kill and just couldn't sit in the breakroom doing nothing all that time.

I guess it all depends on each CM though. Since I was a guest myself for many years, paying $1,500 per trip twice a year to visit, I kinda see it as a way of giving back. Others see their employment simply as a job. We had a service award presentation yesterday for 3 local CM's that were celebrating 25 years. When asked why they came to work for Disney in the first place they simply said "It's was just a job." No magical experience there. Sad.

Well I can tell you that coming across CMs like you make our trips extra special. I was in an ECV on our last trip due to a leg cast and on our very first day we met a very nice CM on the ferry across to MK who found out we were heading to the buses and he went out of his way to take us to the bus bay we needed and make sure we knew the procedure for the line and he made sure the bus driver knew we were there and that we got loaded. Another day when we were heading to AK the driver would have driven us to AKL from the Poly if that was where we were heading without me having to unload at AK and reload onto another bus. I can tell you, those 2 CMs alone made up for the run in with the Photopass CM on Main Street who did nothing but yell at me to get out of the way of his shot instead of helping me when my ECV got stuck in the tracks on Main Street, trying to cross it as it was closing on a party night.

 

[raven]

... instead of helping me when my ECV got stuck in the tracks on Main Street, trying to cross it as it was closing on a party night.

Oh no! Years ago I saw an ECV get stuck in the tracks when it was pouring down rain. Luckily it was in front of the Guests Service area and about 5 CMs ran out to help but the woman refused to step off of the ECV to make it easier on them. :lol:

 

[Mystic]

Oh no! Years ago I saw an ECV get stuck in the tracks when it was pouring down rain. Luckily it was in front of the Guests Service area and about 5 CMs ran out to help but the woman refused to step off of the ECV to make it easier on them. :lol:

I had to rely on the kindness of another guest, who was pushing a stroller to help me get it out. The CM wouldn't leave his camera to help a guest in a cast get her ECV out of the tracks so she could get out of his camera shot, he just yelled at her instead.

 

[pixiedust629]

Another pet peeve, off duty cast wearin pieces of costumes in the park. Maybe regular guests dont notice, but I can spot Disney issued costume pants miles away... You should either be in full costume or none at all...

Seeing people in part costume in the parks doesn't bother me so much, because I understand being on your way to or coming off of a shift and wanting to be there with people or something. As long as you're trying to blend in somewhat... but what I HATE is seeing CMs in costume, in half-costume (untucked shirt, etc), and even WEARING THEIR NAMETAG in the middle of Target, Walmart, the Post Office, you name it. ES ME OFF. People NOTICE that. It destroys the integrity, and ruins the effort I put into getting dressed properly in the RIGHT costume every day. UGH. /end of rant.

Its all about ambition anyway... And that has to do with what i meant early with CMs aren't held to the same level that Walt used to hold them after the first year of DL being opened. It's a shame that some CMs just see it as a job and don't make an attempt to go above and beyond.

Wouldn't it be great if every CM was a Disney fan? (Like me?! LOL) Who knew as much as they could remember and would be willing to share it if anyone asked?

I once met a Cast Member who did not know the capital of Peru. :animwink:

THAT WAS ME!!!!
:ROFLOL:
but seriously.... a fellow CM asked me once if I knew what the capital of Peru was... and I didn't know. It's LIMA!

On a side note, the ONLY good thing about unemployment being so high is that employers (including Disney) can be a tiny bit more selective, since they have a bigger pool of applicants to filter through.

Unfortunately, that doesn't stop them from continuing to hire on inept, lazy CPs. Cheap labor is ... well, cheap.

A person at Tower of Terror isn't going to know the times of Lights, Motors, Action by heart. The same reason why a person selling merchandise at Mouse Gear isn't going to know what type of offerings there are at Sunshine Seasons.

But a person that is asked when is the parade, where can I find churros, what time does the park close, where is the nearest restroom, where can I buy a princess costume, and how long does the Beauty and the Beast show last all on a daily basis should be able to help you out more.

But as an earlier poster mentioned... we have access to resources that we can carry with us anywhere we go that have ALL that information readily available. Therefore, there's no real reason not to have an answer or at least a suggestion. Oftentimes, Guests will ask me where they can buy such and such item, and merchandise isn't listed on our info. But I can make an educated guess (i.e. Pixar merch by Pixar Place) or point them in the direction of ANY merch location, where that CM could be of more help.


IMHO, uninformed Cast Members are just lazy. They aren't taking the initiative to try to be informed... it's part of the job, not something the rest of us are doing to be better than everyone else. They GIVE it to us, for crying out loud... it's just a matter of carrying it around and reading it so you can answer questions.