As a current Attractions CM, I have found this an interesting thread. I do agree about how guest expectations can make it more difficult to do the little things to make guests happy. As an example, many at my attraction, myself included, really dislike working FP Return. Why? There is a terrible ratio of guest satisfaction. An example: you have a return time of 3:00 on your FP. You came up to me at FP Return at 2:50, and I ask you to wait a few minutes. Almost all of the guests I deal with expect to be let in 10 min. early at the very least, but my responsibility, as conveyed by my manager, is to make they wait until the time. If I let them in a few minutes early, I could be in trouble, and the guest EXPECTS that, so they don't think I am doing anything "magical" for them. If I make them wait till 3:00, most think I am a jerk for not letting them in sooner, some tell me "you don't know how to do your job." If people didn't expect the rules to be broken for them, they may notice CM trying to help in little ways.
