Is this the new standard and am I the only one who sees it?

[FinnWhitman]

It’s 100% Disney’s own responsibility to monitor the performance of its employees. It’s never the responsibility of the customer to help them do their job. If Disney failed and allowed a customer to leave unhappy it’s 100% on them. The customer has no responsibility to complain. None.

Disney doesn't know that you're leaving unhappy if you don't tell them. As much as the place is filled with "magic", Disney does not posses mind readers.

If you have a complaint, please talk to guest services, directly contact the company in any one of the multitude of ways they have available, or let them know in the post-visit survey they usually send out to your email.

 

[FinnWhitman]

I never said a CM was yawning. That was someone else.

Yawning is normal and usually uncontrollable. Yes they can be stifled, but I have no problem with a CM yawning.



Here's the thing - you're wrong. You can't guarantee anything. I've seen CMs excessively using phones not in cases while on stage and working. I've seen them holding conversations covertly using an AppleWatch, I've also seen the devices they use in cases for work related items (see this a lot with resort staff). I can tell the difference.

I also appreciate the insight you've provided with your post. While part of the point of my post was to vent, it was also put the conversation out there for others to see (I've also sent the concerns and details on the CMs directly to Disney). I sympathise with what College Program CMs put up with, but ultimately Disney need to get their crap together - whether that's better pay, better leadership, or a more realistic working schedule I don't know / won't guess / don't care - I just know I won't be paying for the level of serivce that currently passes as their benchmark.

It would be great if CMs seen more of my dollars, but that's not something I can influence.

Sorry, I misread and misattributed the yawning comment to you. Should be directed towards @Clamman73 and that is my mistake. To elaborate on my assertion of the cell phones, I am not guaranteeing it, I said almost guarantee which to me was meaning the majority of the time. I am not saying CMs using personal devices doesn't happen and I am not excusing it when it does, including with Apple Watches.

I agree that Disney needs to work better on a lot of things, but that only happens if guests complain directly to the company, either by visiting guest relations or leaving comments on the post visit survey. Those surveys are not inconsequential. In just the few months that I've been working for the company, I've seen this to be true firsthand. There was a guest complaint that came up commonly on those surveys and within a few weeks of having it over and over, leadership implemented a new policy that addressed those complaints.

 

[bsiev1977]

It’s 100% Disney’s own responsibility to monitor the performance of its employees. It’s never the responsibility of the customer to help them do their job. If Disney failed and allowed a customer to leave unhappy it’s 100% on them. The customer has no responsibility to complain. None.

what job do you know of where management can monitor 100% of employees 100% of the time? Realistically, how is management supposed to correct deficencies if they’re not made aware of shortcomings?

 

[HongKongFu]

Realistically, how is management supposed to correct deficencies if they’re not made aware of shortcomings?

I don't know;
but it's Disney's park and Disney's personnel. Thus, it's 100% Disney responsibility to somehow find a way.


I, in my perfectly symbiotic role as a guest, did not screen, interview, hire nor train cast therefore it most definitely is not my obligation to act as an agent for big D! management.

Nor is there some implied agency arrangement with big D that I'm obligated to report cast shortcomings.

 

[Weather_Lady]

I don't know;
but it's Disney's park and Disney's personnel. Thus, it's 100% Disney responsibility to somehow find a way.


I, in my perfectly symbiotic role as a guest, did not screen, interview, hire nor train cast therefore it most definitely is not my obligation to act as an agent for big D! management.

Nor is there some implied agency arrangement with big D that I'm obligated to report cast shortcomings.

Not only that, but for those of us for whom vacation time is limited and precious, who wants to drag the family to Guest Services and stand in a long line for anything other than the most egregious of issues? Just because a problem doesn't rise to that level, doesn't mean it's not a problem, or that the guest doesn't have a right to be disappointed by it.

 

[Lilofan]

They need to free up the coffee machines in the employee's lounge. Sounds like everyone's falling asleep.

When there are cutbacks, employee perks like coffee are usually the first to go.

 

[Lilofan]

Not only that, but for those of us for whom vacation time is limited and precious, who wants to drag the family to Guest Services and stand in a long line for anything other than the most egregious of issues? Just because a problem doesn't rise to that level, doesn't mean it's not a problem, or that the guest doesn't have a right to be disappointed by it.

If you really want to share your feedback and don't want to go to Guest Services and stand in line, why don't you get hold with one of the nearby staff members at your location? If they do not have a two way radio to get hold of their manager, they can surely get in touch with their manager in some form of way. That way your limited time is protected.

 

[Weather_Lady]

If you really want to share your feedback and don't want to go to Guest Services and stand in line, why don't you get hold with one of the nearby staff members at your location? If they do not have a two way radio to get hold of their manager, they can surely get in touch with their manager in some form of way. That way your limited time is protected.

There are always options. My point is that nobody is obligated to share their feedback or to complain on site, even if they have noticed something negative, and some of the responses to the OP to to the effect that, "well, you should have complained while you were there" are neither helpful nor responsive to his or her post, which merely asked if others had noticed what the OP had. Not everybody wants to spend their vacation time complaining, even when they have a legitimate gripe -- but there's nothing wrong with reflecting on your vacation after the fact and bouncing feedback off of others, as the OP did here.

 

[HongKongFu]

I'm ready to answer your question, bisiev1977.

Hire 22 full time moles aka snitches to monitor cast performance in the most important common areas of WDW(Epcot 4, Studios 4, Animal Kingdom 4, MK 5, Dis Springs 2, buses 2, gondola 1).


If that isn't enough then double or even triple the personnel. Employ a sufficient number of snitches and place them strategically in the common areas.

 

[Tony the Tigger]

I'm ready to answer your question, bisiev1977.

Hire 22 full time moles aka snitches to monitor cast performance in the most important common areas of WDW(Epcot 4, Studios 4, Animal Kingdom 4, MK 5, Dis Springs 2, buses 2, gondola 1).


If that isn't enough then double or even triple the personnel. Employ a sufficient number of snitches and place them strategically in the common areas.

They’re called secret shoppers.

 

[MickeyLuv'r]

There are always options. My point is that nobody is obligated to share their feedback or to complain on site, even if they have noticed something negative, and some of the responses to the OP to to the effect that, "well, you should have complained while you were there" are neither helpful nor responsive to his or her post, which merely asked if others had noticed what the OP had. Not everybody wants to spend their vacation time complaining, even when they have a legitimate gripe -- but there's nothing wrong with reflecting on your vacation after the fact and bouncing feedback off of others, as the OP did here.

This is an odd argument IMO. Of course we are all free to choose which concerns we should ignore, and which concerns warrant talking to a manager.

But opting out (of an effective solution) doesn't = not having that option.

We can't change the past.

But any time someone comes here to report a solution, our natural inclination is the help that person by advising them of effective solutions should they have the same problem in the future.

 

[Vacationeer]

I'm going to go ahead and admit that I've always thought it was "another thing coming". So, thank you, I've learned something new today.

Judas Priest thought it was 'You got another thing coming' too!

 

[Jamie77]

I noticed this twice for the first time on my trip in 2014. I was at POR for Yehaa Bob Jackson's show and the CM working the restaurant saw me waiting and came over and said, "So are you going to order or not?" in such a rude way, almost like I didn't belong there. Later on that week, I was at the MK on a rainy day but wasn't sure if the 3pm parade was still on. I was about to ask a male CM about that when I noticed that he was looking past me at a female CM who looked like she was about to say something to him. So as to not be rude, I waited until she addressed him and then I was going to ask him my question. The female CM, thinking I was waiting for her rudely asked me what I wanted. I was so done that trip. That was the first year I noticed the magic was declining for me. I still love WDW but I find that I'm not as excited as I usually am for the next trip. It's been a while since I lost sleep the night before due to the excitement of leaving for Orlando. I'm fighting to get that feeling back.

 

[Weather_Lady]

This is an odd argument IMO. Of course we are all free to choose which concerns we should ignore, and which concerns warrant talking to a manager.

But opting out (of an effective solution) doesn't = not having that option.

We can't change the past.

But any time someone comes here to report a solution, our natural inclination is the help that person by advising them of effective solutions should they have the same problem in the future.

Responsiveness and helpfulness are not the same thing. You are correct that people's natural inclination is to try and offer suggestions for "next time" when someone expresses disappointment with something. I was correct that such suggestions are not responsive to the OP's original question.

Our positions are not in conflict -- there's really no "argument" to be had here.

 

[NickMaio]

what job do you know of where management can monitor 100% of employees 100% of the time? Realistically, how is management supposed to correct deficencies if they’re not made aware of shortcomings?

There are more cameras on WDW properties than in a casino.........They could hire employee monitors to make sure that their front line workers are upholding the industry standard in customer service excellence, that WDW has worked on since the park opened. Oh, and possibly pay their front line employees more money!

We have also noticed a sharp decline, over the last 5-6 years, in CM attitude and job interest.

 

[NickMaio]

I noticed this twice for the first time on my trip in 2014. I was at POR for Yehaa Bob Jackson's show and the CM working the restaurant saw me waiting and came over and said, "So are you going to order or not?" in such a rude way, almost like I didn't belong there. Later on that week, I was at the MK on a rainy day but wasn't sure if the 3pm parade was still on. I was about to ask a male CM about that when I noticed that he was looking past me at a female CM who looked like she was about to say something to him. So as to not be rude, I waited until she addressed him and then I was going to ask him my question. The female CM, thinking I was waiting for her rudely asked me what I wanted. I was so done that trip. That was the first year I noticed the magic was declining for me. I still love WDW but I find that I'm not as excited as I usually am for the next trip. It's been a while since I lost sleep the night before due to the excitement of leaving for Orlando. I'm fighting to get that feeling back.

It has got to the point that we avoid all CM's unless absolutely necessary on our trips...... and yes I have voiced my observations to WDW customer service on phone, e-mail and in person.
If enough of us let them know - - - - change might happen.

 

[HongKongFu]

They’re called secret shoppers.

Indeed!!

And secret shopper is not derisive or scornful like "snitch". Ya, let's use that name instead.

We had secret shoppers at Domino's pizza years back. They reported to corporate our delivery times, product quality and phone manners.

 

[OG Runner]

So, you don't work at Domino's anymore?

 

[HongKongFu]

Nope, not anymore. Aaaahhhhhh sometimes I miss those days. I had some truly unusual, noteworthy pizza deliveries.

 

[HongKongFu]

Years back, early 1980's, there was a Judas Priest hard rock song that was very well known for its day. The song "You've got another thing comin" taught me the wrong way for a few years.
[/QU


[QUOTE="Billy Belcaro, post: 8960611, member: 110481"

Judas Priest thought it was 'You got another thing coming' too!

You're late........I brought up Judas on #99
But you did post video so I'll let you slide this time.