"Mean" Cast Members

[robynchic]

I have a somewhat different take on this topic than the rest of the people who have posted here. Personally, I feel very strongly that there's no excuse for rudeness on the part of a CM. Even with the incredibly rude and demanding guests, a CM should never lose his/her temper or let it get to them to the point where they are rude back. And there is DEFINITELY no excuse for taking it out on the next guest in line, who had nothing to do with it. Having the ability to deal with difficult guests is what sets the professional apart from the others. It is something Disney is supposed to be known for, and I don't think we should be making excuses for CMs who can't deal with the less pleasant aspects of the job they're hired to do.

Oh, come on! You've never been yelled at by someone, then taken your frustration out on someone else? What if the CM has had a bad day entirely?

I picked up a couple of shifts at Innoventions, and always had a smile on my face...unless it had just rained. And then, you could TELL I was not happy. And I wasn't happy because of the rain. I was unhappy because I'm 20 years old and have had 2 knee surgeries- neither of them athletics related, along with 4 broken/sprained fingers, and a fractured elbow (the fingers WERE athletics related, the elbow wasn't). So we may not always smile, if we may be in pain or something like that.
And we may not always be having the best day. During holiday season, we're frazzled because we have to keep telling people to wait. We have to keep telling people where the line starts, and that yes, the wait really *is* that long. We have days where the characters are getting flustered, because they have had a kid try to punch them, or hurt them, or try to pull a Queen of Hearts ("off with their head!"). Or they may have just had to dealt with a really big group of people, where all the children are pushing their books in front of the character at once.

I am one of the CMs who will take all the abuse someone will give them, and continue smiling the rest of the day. My fellow CMs are surprised when I'm not smiling, or have an angry look in my eye, because I will take anything anyone gives me. You are saying that the ones that get a little frazzled and short with people aren't fulfilling the Disney expectations.

Excuse me for being out of CM mode, but I honestly think you may be one of those people that demands so much of us. You're going to dispute it, I'm sure, but if you have such high expectations of people, they may as well make CMs animatronic. We're human. We get upset. We get frazzled. We get PO'd. And yes, we accidently don't act really "Disney" to guests sometimes. We're not getting more rude- people nowadays don't have the manners they used to, and we have to put up with their poopyness.

 

[Merlin]

Oh, come on! You've never been yelled at by someone, then taken your frustration out on someone else? What if the CM has had a bad day entirely?

I absolutely, 100% never do that. I am sorry that you cannot relate to that mentality. But I am very good about directing my anger and frustration back to the source, or letting it go entirely. For example, if I'm standing in the hot sun, and I'm frustrated about that, I'm not going to be rude to someone (Is it THEIR fault I'm standing in the hot sun??). Likewise, if person A rips me apart verbally, I will have regained my composure by the time person B is in front of me. Again, it's not that person's fault that the person in front of them was rude. I'm sorry you're not capable of doing that, and therefore cannot believe that I am capable of it. I do believe that the vast majority of CMs are outstanding. If you read this thread, it's very apparent that pretty much ALL of them encounter abusive guests from time to time. That being the case, it appears most of them are able to handle it and they're in the right jobs. It's the select few that CANNOT handle it that I have an issue with. In my opinion, as someone who loves Disney, it's those CMs that I think would be better off if they found another job. These are people who do not represent Disney in a positive way.

 

[Sir Hiss527]

Well like i've said before for CM's...Stick to Characters..you don't have to deal witht that much, guest frustration..(well sometimes)

But yea I work at a Publix Super-Markets in Orlando..and I hate customers, and there demanding orders most of the time, but it's something you have to do. Even though they make me mad sometimes, I do mostly of what they ask.

 

[Merlin]

Excuse me for being out of CM mode, but I honestly think you may be one of those people that demands so much of us.

Actually, most people who know me say that I tend to be a little TOO easy going when it comes to bad service. Part of this stems from what I mentioned in my previous post...I generally let things roll off. I also understand that people are human and that honest mistakes get made from time to time. However, when someone in a service position is rude to me for no reason that I personally caused, that tends to be something that will prompt me to complain.

if you have such high expectations of people, they may as well make CMs animatronic.

Actually, I think MY expectations are pretty reasonable. But I also think that someone in that type of position should be able to handle it even when a guest is NOT being reasonable. If every single guest were just as happy and friendly as CMs are supposed to be, then CMs COULD be animatronics. What I mean by that is if the job were that easy, anyone could do it. I like to think that Disney CMs are well-trained, behave professionally, and perform a job that not everyone is cut out to do. And again, most of the ones I've encountered do just that. I'm sure those CMs encounter just as many rude guests as you do. But they're able to respond in a professional manner. If that's expecting too much, then I agree with an observation made by another member, that quality has dropped considerably.

 

[robynchic]

It's a bit more difficult to deal with people than you think. Have you ever had to work 15 hours shifts, when it's hot and humid, and you have sweat dripping in your eyes? Have you ever been yelled at by a guest when they've been told for 5 minutes that the character is going to go in in 5 minutes for a short break, then the guest thinks that they should be entitled to being the last person? How about if a guest yells at an attendant because they don't understand that the family that's cutting in front of them has a Make a Wish or a Give Kids the World button? How about having ALL of that in one 20-minute period?
Give us anything that you complain about how we treat guests, and we can give you three examples of WHY we treat some guests that way.

 

[Merlin]

You encounter a rude guest everyday, it's just how you handle it as a CM that matters. I'm not justifying my fellow CMs behavior when it comes to taking out their anger and frustration on another guest, because as a CM that is certainly not justifiable behavior. It's not fair at all, because the second guest did nothing.

Exactly!

Also, frustrated CMs don't take advantage of the fact that as long as they let a manager know they are frustrated, they are able to step backstage for a few moments to cool down.

I think this is a great system to have in place. When I worked for Disney, we referred to that as the "green room", a show business term for the place that the actors go to regain their composure. I do think, however, that if a CM finds he/she is using this too much, that could be a red flag that they're not in the right job.

Btw, no offense or anything, but I honestly doubt a TDS CM goes through half of the abuse us park CMs do on a daily basis. TDS CMs probably get in a year the abuse we park CMs get in a week.

I'm not necessarily disputing this, but just out of curiosity, on what are you basing this assumption? TDS is retail, and I'll bet anyone who works retail will tell you they get their fair share of difficult guests/customers. On top of that, it's DISNEY retail so, as unfair as it might seem, guests expectations are probably higher than most retail.

 

[LouDisney]

I just got back yesterday and I, too, noticed a few cast members who seemed a bit frayed. I can't really blame them, since many guests can't seem to read signs, listen to announcements or follow rules designed for their own safety.

I have to agree with you on this! A lot of people to not read signs, or pay attention and many DO NOT follow the rules at all.

 

[robynchic]

I'm not necessarily disputing this, but just out of curiosity, on what are you basing this assumption? TDS is retail, and I'll bet anyone who works retail will tell you they get their fair share of difficult guests/customers. On top of that, it's DISNEY retail so, as unfair as it might seem, guests expectations are probably higher than most retail.

Oh, I've worked in retail. And I've worked in a pharmacy. And I've worked in WDW. And honestly, the people that are rudest have to be the ones in Walt Disney World. Even the people getting a prescription right after surgery or people that purposely come into my store when I'm wearing a skirt, and try to have me bend over at the waist (not crouch down) seem like angels compared to some guests I've dealt with.

 

[Merlin]

It's a bit more difficult to deal with people than you think. Have you ever had to work 15 hours shifts, when it's hot and humid, and you have sweat dripping in your eyes? Have you ever been yelled at by a guest when they've been told for 5 minutes that the character is going to go in in 5 minutes for a short break, then the guest thinks that they should be entitled to being the last person? How about if a guest yells at an attendant because they don't understand that the family that's cutting in front of them has a Make a Wish or a Give Kids the World button? How about having ALL of that in one 20-minute period?
Give us anything that you complain about how we treat guests, and we can give you three examples of WHY we treat some guests that way.

You apparently are assuming that I have never worked in a service-related job, or that I have never encountered difficult guests. As a matter of fact, I have worked in and around service-related positions most of my career. I now specialize in training customer service techniques, so it's a topic about which I'm quite familiar. If I weren't, I wouldn't be expressing my opinion about it.

Every example you gave should still have been responded to in a professional way. When you took the job as a Disney CM, did you seriously think you would never encounter situations like that on a fairly frequent basis? You mentioned that I should be understanding because "people are human". Guests are just as human as CMs and also get irritated from time to time. When they've saved all year and taken the time off work for the classic "Disney" experience, their tolerance level probably does drop. Do I think this justifies a guest being rude or demanding to a CM? Absolutely not. But if you are going to make excuses for a CM's behavior, when they took the job at that salary, why aren't you willing to be more understanding of the behavior of a guest, who has PAID for the experience. Again, let me make it clear that I'm not saying the guest's behavior is any better. But most guest service training programs prepare their employees on how to deal with this. In my own experience as a provider of service, I've generally been pretty successful in turning difficult guest situations around. In every single case, I've never allowed it to get to me personally, and I've never resorted to a childish response or brought myself down to that level. But then again, I'm a professional.

 

[mousermerf]

Note:

Due to greed - all CMs are to be on-stage as much as possible during their shift. Breaks are given out at determined times based on a computer say it's ok for someone not to be working. Managers are often near impossible to get ahold of. There are several positions where being in the "Green room" is frownded upon for any circumstances, tracked and recorded, and the CMs reprimanded for doing so.

Guests at WDW are rude. It is not a once-a-day occurance even, but moreso several times an hour. Guest expectations are fully unrealistic.

Not everyone can be "special" and everyone has a sob story. As mentioned in other threads, there are only so many seats with windows to watch fireworks - but everyone wants those seats. The CM could provide excellent service and the food could be impeccable and some guests would still complain because they couldn't get the window seats.

I don't just mean "oh, that was a bummer" compalin either. Full force throw-a-fit, i deserve a refund, disney is evil, you're ruining my vacation, break down in hysterical sobs type crap.

My favorites: Who can i talk to tell me what i want to hear? Who will break that policy for me?

and...

I'm a valuable customer and I'm not going to WDW ever again.

On behalf of the Walt Disney World Resort cast, i'd like to say: ________ off.

 

[DisneyFreak1228]

I'm not necessarily disputing this, but just out of curiosity, on what are you basing this assumption? TDS is retail, and I'll bet anyone who works retail will tell you they get their fair share of difficult guests/customers. On top of that, it's DISNEY retail so, as unfair as it might seem, guests expectations are probably higher than most retail.

I was a manager at Macy's for a year before I moved up here and started Disney, so I know retail. That was nothing compared to WDW.

 

[Merlin]

Oh, I've worked in retail. And I've worked in a pharmacy. And I've worked in WDW. And honestly, the people that are rudest have to be the ones in Walt Disney World. Even the people getting a prescription right after surgery or people that purposely come into my store when I'm wearing a skirt, and try to have me bend over at the waist (not crouch down) seem like angels compared to some guests I've dealt with.

Well, then you have a perspective that I, admittedly, do not share....I've never worn a skirt! :lol:

Seriously, what it boils down to is this: If the guests at WDW are so horrible compared to everywhere else, then why do you remain in your job at WDW?

 

[mousermerf]

Many don't anymore merlin.

Disney is in desperate need of workers - they are way behind their hiring need. They've been paying their people $50 visa giftcards for referals and yet still they're several understaffed. Their 1-month hiring goal has not been met in the 5 months since they extended the offer multiple times.

 

[Merlin]

I was a manager at Macy's for a year before I moved up here and started Disney, so I know retail. That was nothing compared to WDW.

Fair enough. Well this confirms my observation that MOST of the CMs are WDW are truly remarkable and they do perform their jobs. As I said before, if the guests really are as horrible as everyone is saying they are, then it sounds like most of the CMs are great. It's a shame there are those select few who let the horrible guests get to them. As I stated before, THOSE are the individuals who should not be in that job. No amount of bad behavior on the part of a guest justifies being rude to them.

 

[robynchic]

No, I don't understand retail. And yet, I was told by my manager that I had to work a 16-hour shift the day after my 18th birthday, and that I was to wear tight but comfortable clothing, and to wear pants. When I got to work, I learned why. I was designated to be roaming through the store the entire day, watching people's hands.

Oh, and let me explain a little more- I worked in Fossil (the watch company), and my birthday was Thanksgiving Day, meaning I was working that shift on Black Friday. Oh, and the reason I had to walk around like that- I was small, people wouldn't notice me easily, and I move through crowds REALLY well.

 

[Merlin]

Many don't anymore merlin.

Disney is in desperate need of workers - they are way behind their hiring need. They've been paying their people $50 visa giftcards for referals and yet still they're several understaffed. Their 1-month hiring goal has not been met in the 5 months since they extended the offer multiple times.

Well, I have more respect for the people who simply don't take the job on that basis, than I do for the people who DO take the job and then complain about it and/or take out their frustrations on guests.

 

[mousermerf]

You missed the point Merlin - the people working at WDW wont recommend their friends and family and get paid $50 for it because they don't want to.

I still stand by my statement: most Guests are jerks.

 

[robynchic]

Seriously, what it boils down to is this: If the guests at WDW are so horrible compared to everywhere else, then why do you remain in your job at WDW?

Why do I remain at my job? Because I get paid to goof off. It makes me sound like I'm one of the bad CMs. But if you knew what I do, I get paid to play. I really do. I may not be paid well. I may not get great hours. But I enjoy it. When I go down to work for a few weeks, my parents think it's unfair, because it's like a vacation (an arduous vacation where I get paid and have little time to enjoy myself as a guest)

 

[Merlin]

You missed the point Merlin - the people working at WDW wont recommend their friends and family and get paid $50 for it because they don't want to.

I still stand by my statement: most Guests are jerks.

Perhaps I did miss the point. It sounded as though you were saying that the people who already work there don't want their families going through what they go through. If that's the case, then I stand by MY statement: They should find another job if this one is so unbearable.

As far as YOUR statement that most guests are jerks, I have never disputed that this may be true (although "most" might be a tad unrealistic of an assumption). MY point, however, is that if most guests truly ARE jerks, or even if a great many of them are, then it would seem that most CMs handle it just fine. All the more reason why the behavior of the bad CMs can't really be justified. In other words, if guests truly are as abusive as everyone is saying they are (which, again, I'm sure is true), and most CMs do not lash out at them or react in an unprofessional way, then this shows that clearly it can be done. So there's no excuse for those CMs who aren't performing their jobs. There's a term for it. It's called service recovery. Most CMs seem to be great at it. The ones who choose instead to lose their cool really ought to take a job where they don't have to deal with guests.

 

[Merlin]

Why do I remain at my job? Because I get paid to goof off. It makes me sound like I'm one of the bad CMs. But if you knew what I do, I get paid to play. I really do. I may not be paid well. I may not get great hours. But I enjoy it. When I go down to work for a few weeks, my parents think it's unfair, because it's like a vacation (an arduous vacation where I get paid and have little time to enjoy myself as a guest)

The way you described what you deal with from guests ("on a daily basis") certainly doesn't sound like you enjoy it. Or do you just enjoy the parts of your job where you don't have to deal with guests?