Or gender. Disney’s efforts to “Inclusion” is moving CM’s away from referring to guests as “sir/ma’am” or “ladies/gentlemen,” as that can be offensive or exclusionary. A lot of work has been into developing guidance for customer service protocols about referring to guests/customers.
If you think about it, an inclusive approach leaves very few options in the English language:
- Regionalisms like “you guys” or “y’all” may not be understood by all. (”guys” may be taken as assuming/implying gender).
- The solution should work for both individuals and groups (y’all would be just “you?” not sure what the singular version of “folks” might be).
- Must work as a greeting, and interruption (“Excuse me, _________, please stand to the side!”)
- Should be warm and friendly (“Hello, fellow human(s)” isn’t it)
”Friends” is currently one of the best (and most Disney) ways to address people. I expect them to push very hard to make the use of “friends” a central part of parks culture.
The only downside is that it carries an air of informality that some people don’t appreciate from service providers. The upside is that “friends” implies a peer relationship, which may actually remind guests to treat CMs with dignity and respect.