Anyone had any uninformed CM cases?

[darthspielberg]

The original post in this thread has got me all confused, so I am gonna venture off topic for a second. Is Splash Mountain open again yet? The Refurb was supposed to be over at the end of last month.

Anyway, back on topic, this thread has yielded some great CM stories. It's a shame that some CMs don't see the need to familiarize themselves with simple knowledge that would be useful to guests, and it's even more of a shame that more CMs can't take the time to say "I don't know, but someone who might..." like raven's story.

I used to work for a company that put on attractions that were sort of like Disney's in terms of theming, and I made it my job to know everything I could about what I was doing and what the company/attraction was doing, and if I didn't know something, I would do my best to get someone who did. I think that's the way any business should have it's employees work, but sadly...it's not always the case.

 

[mastif]

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.

.

sooo, you've never once stopped off at walmart or a gas station on your way home from work? How long have you worked there for? I too don't like this, but I'm guilty of being in costume and putting gas in my car...I even went into mcdonalds in costume once. It's really not that big of a deal. If disney was worried about it im sure they'd hammer in into you during traditions. I don't they even mention wearing your costume outside of work. I mean, are some people really so clouded that they really think CMs are there for fun??

 

[kev24135]

when is splash mountain opening back up then?

 

[pixiedust629]

No, I have-- but I at least take my nametag off!! And if I'm going to stop and walk around somewhere, I put a jacket on over my costume. Getting gas, I understand. But walking around walmart for an hour in a totally disheveled costume?? With your nametag still pinned on? Come on. If you don't care, then don't walk around giving outside people the impression that you're representing the company. JMO, but I think it's valid. We're not supposed to wear costumes off property... I know it at least says that in the union tradeworkers handbook, but I'm sure it's in the employee manual too.

 

[Ziffell]

sooo, you've never once stopped off at walmart or a gas station on your way home from work? How long have you worked there for? I too don't like this, but I'm guilty of being in costume and putting gas in my car...I even went into mcdonalds in costume once. It's really not that big of a deal. If disney was worried about it im sure they'd hammer in into you during traditions. I don't they even mention wearing your costume outside of work. I mean, are some people really so clouded that they really think CMs are there for fun??

Wow, things have really changed! I can remember when that WAS part of Traditions! It's sad because Disney used to be so renowned for how they trained their people.

 

[ChrisFL]

Yes, you have to remember that WDW has a LOT of things happening, even a single park by itself has a lot of things happening on a daily basis.

This means that what may be obvious for you to think a CM should know may not be obvious for them to know, with the 1,000 other things that guests they're supposed to know. Yes, if they're at a specific attraction and you ask about that attraction, they'd BETTER know.

There is also the revolving door of CM's, who get basic training on things, but don't have all of the answers yet, seasonal CM's who only work a few times per year and don't have all of the latest information.

Tell-A-Cast does help with park hours, phone numbers, etc. but not a whole lot else.

The most important things, know where the bathrooms are, when the parades and fireworks are, which direction the parade goes, where lost and found/guest services is.

 

[pixiedust629]

Wow, things have really changed! I can remember when that WAS part of Traditions! It's sad because Disney used to be so renowned for how they trained their people.

I was really, really surprised not to hear anything about it in Traditions, or any training after that. It's like it has fallen into a gray area, but there's no reason for there to be any misunderstanding about it.

I know it's part of the job when I see Guest Services reps walking around Walmart in full costume-- runners get sent on errands for Guests like that-- but they are on the clock and fully aware that they are representing the company (and all the rest of the CMs) while they are out and about. I thought maybe it was just all the lazy CPs at Walmart that just don't care, but just a couple days ago, I saw someone in a Training and Development costume leaving the store. Obviously not a CP.

erg. IRKS me to no end.

 

[Gorjus]

Hi, everyone. First post, so i hope I do this right.
I was activating my annual pass in January, and the cast member at the MK ticket window, upon seeing my 3 year old's Princess Tiana shirt, pulled us over to have the girl behind the window sign it. Obviously this cast member behind the window plays Tiana when not being behind the ticket counter. Poor "Tiana" looked mortified as she ducked out of sight ASAP while saying she can't sign while not in costume. Talk about crushing a kids dreams...Tiana works in a ticket stand?...

Needless to saythe cast member who directed us to our autograph session was the most uninformed cast member I've encountered!

They may have been pulling your leg. There is NO WAY that Princess Tiana also works at the ticket counter. Can't be done. Union issues. Also, no character can sign a shirt while it is on a person. Having said that, some of Tiana's friends, before joining entertainment, worked for other departments. If she was in street clothes, she may have been visiting old work friends. If she was in costume, they were pulling your leg.


As for uninformed cast members, allow me to play devil's advocate. As a cast member; Why should I become informed? Why do I care where to find certain characters? Why do I care where the bathrooms are? What's in it for me? Don't talk to me about the standard. That was then, this is now. I tried the helping out thing and often got in trouble for leaving my post to help or not filling my quota because I was helping guests. Slackers get just the same pay raise as people who try hard. Where is my incentive? Again, playing devil's advocate. Sometimes WDW has a way of slapping the magic right out of you.

 

[ABigBrassBand]

The original post in this thread has got me all confused, so I am gonna venture off topic for a second. Is Splash Mountain open again yet? The Refurb was supposed to be over at the end of last month.

when is splash mountain opening back up then?

Sorry if I confused you both, I was referring to a situation back in early January.

 

[Tom]

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!

We need about 50,000 more of YOU working at WDW. On second thought, we need about 600,000,000 more of you in the US workforce/society.

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:

No, I have-- but I at least take my nametag off!! And if I'm going to stop and walk around somewhere, I put a jacket on over my costume. Getting gas, I understand. But walking around walmart for an hour in a totally disheveled costume?? With your nametag still pinned on? Come on. If you don't care, then don't walk around giving outside people the impression that you're representing the company. JMO, but I think it's valid. We're not supposed to wear costumes off property... I know it at least says that in the union tradeworkers handbook, but I'm sure it's in the employee manual too.

You are exactly right. It would be one thing for some guy from an auto service station to be walking around WalMart in uniform, but a Disney CM just takes "ruining the magic" to one more level.

Sure, if they're a Guest Service CM on an errand, and they keep their costume in tact, that's one thing. But if I ever saw someone like a bellhop with their jacket over their shoulder, wearing an old white undershirt and their hat on sideways - I'd die. I would literally die. AND, Walt is 100% on my side here :lol: He specifically had them build tunnels under the MK so that you didn't see someone out of place within the park - he never dreamed that CMs would be bumming around town in their costumes!

Yes, you have to remember that WDW has a LOT of things happening, even a single park by itself has a lot of things happening on a daily basis.

This means that what may be obvious for you to think a CM should know may not be obvious for them to know, with the 1,000 other things that guests they're supposed to know. Yes, if they're at a specific attraction and you ask about that attraction, they'd BETTER know.

There is also the revolving door of CM's, who get basic training on things, but don't have all of the answers yet, seasonal CM's who only work a few times per year and don't have all of the latest information.

Tell-A-Cast does help with park hours, phone numbers, etc. but not a whole lot else.

The most important things, know where the bathrooms are, when the parades and fireworks are, which direction the parade goes, where lost and found/guest services is.

All true. Nobody is expected to know everything. But they're expected to HELP.

A ride operator, or a similar role, is one thing. I wouldn't expect the lead on, say Splash Mountain, to know what's going on in Tomorrowland - and I definitely wouldn't expect him/her to stop running the ride to even consider helping me. But a custodian, or parade babysitter, or attraction greeter should be quick to help you find someone with the answer at all times.

 

[techiegsy]

The part in bold is KEY!

You didn't know the answer, but you knew who did - and you directed the guest to that person. That the the difference between you (a good CM) and the majority of them, who just flat out don't care.

Directing someone to a CM with the answer is just as good as having the answer. Just saying "I don't know" or making up an answer is inexcusable.

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. (Caveat: I'm not making light of the unemployment situation)

I believe that was even on the holiday planning DVDs "If I can't answer your question, then I will direct you to someone who can."

Well, we'll see how I do if I ever get to be a CM...