Precisely!! Disney prides itself (and builds it's reputation) on the fact that it is different from all other companies. Disney created the concept of "backstage" versus "onstage" as it applies to the service environment. "Backstage" is the real world where CMs can have real world problems and real world attitudes. When they are "onstage" the expectation is they are courteous, happy and friendly. Even if they don't sincerely feel this way, frankly it doesn't matter. A paying guest NEVER deserves to be treated rudely. I used to work for Disney myself. I always described it as the funnest job I ever had and also the hardest job I ever had. When I went through Traditions training, I recall the trainer saying, "We work VERY hard to ensure our guests have a quality experience that they have come to expect from us. There will be times when you won't be in the best of moods because of something you might be dealing with in your personal life or because a guest is annoying you or asking you a question that you've already heard 100 times today. But it's imperative that you treat EVERY GUEST LIKE A VIP. This job isn't for everyone and life is too short to stay in a job that you can't handle or that makes you unhappy." Those words stuck with me and I wonder if that message is still shared in Traditions training.
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Mean CM at Pirates
- Thread starter BeachClubVillas
- Start date
Precisely!! Disney prides itself (and builds it's reputation) on the fact that it is different from all other companies. Disney created the concept of "backstage" versus "onstage" as it applies to the service environment. "Backstage" is the real world where CMs can have real world problems and real world attitudes. When they are "onstage" the expectation is they are courteous, happy and friendly. Even if they don't sincerely feel this way, frankly it doesn't matter. A paying guest NEVER deserves to be treated rudely. I used to work for Disney myself. I always described it as the funnest job I ever had and also the hardest job I ever had. When I went through Traditions training, I recall the trainer saying, "We work VERY hard to ensure our guests have a quality experience that they have come to expect from us. There will be times when you won't be in the best of moods because of something you might be dealing with in your personal life or because a guest is annoying you or asking you a question that you've already heard 100 times today. But it's imperative that you treat EVERY GUEST LIKE A VIP. This job isn't for everyone and life is too short to stay in a job that you can't handle or that makes you unhappy." Those words stuck with me and I wonder if that message is still shared in Traditions training.
Perhaps YOU should read the story again. Better yet, I'll save you the trouble and paste a relevant excerpt from it here...
<i>Well, the CM heard me and flipped out! He said "Are you together? You're a party of four!! Party of four in one row." My dad got out and tried to explain to him that we couldn't fit comfortably. The kid told him that the rows were built for four people and maybe we should all think about dieting! Of course, my dad told him he was being very rude. Then my dad said, "Where's the Disney magic?" That really did it! The CM goes, "Sir, do I need to get security here to escort you out of the park?" My dad was like "No, I just want to be able to fit in the boat!" The kid would NOT let us ride separately. He made us ride in the same row and then left the row behind us completely EMPTY just to make us angry!</i>
It doesn't sound to me like the dad just decided to spontaneously get out of the boat. It sounds as though that's what the CM was ordering them to do anyway since he was so bent on "Party of four in one row". So if there was in fact a "BIG safety issue", it was certainly instigated by the CM. This CM prioritized efficiency over safety, courtesy and show. Either that or he was simply on a major power trip.
Maria
New Member
I think this actually happened ou of the boat, in the lanes where you are supposed to stand by before stepping on the boat. They were standing in line in two lanes when the cast member´s heard them so the father left the lane to explain. When they actually got in the boat, the one lane they left to get in only one, was left empty. Did I make sense? Was that what happened? I think so. :animwink:
You don't need to be a CM to attend this training. Disney offers training to outside companies on a variety of topics, including Disney Service Standards. These seminars are expensive, but very informative and valuable.
You're correct. But I wasn't making reference to other companies. I was specifically referring to Disney's service standards, about which they boast much more than most other companies do. It is a part of their brand and it's the foundation of their image. I don't think it is unfair at all to have high expectations of service when it comes to Disney. It is also a major part of their culture and has generally been integrated into the daily routine of most CMs. I think a deviation from this culture is the exception to the rule and not the norm. Otherwise, we wouldn't be having a discussion about rude CMs. They stand out because most of them aren't this way.[/B][/QUOTE]
This wasn't an expression of my own opinion. I was making a direct reference to Disney's own policy which they call the "Quality Service Cycle". It specifically states that the steps in this cycle are in this order of priority: Safety, Courtesy, Show and Efficiency. And as I stated before, it makes a big point of stating that each step is a higher priority than the step that follows it. In Disney's own training materials on this subject, they even use examples where show and efficiency take a backseat to courtesy and safety.
![Dean[AU]](https://d3ofq03apmfb8c.cloudfront.net/data/avatars/m/8/8019.jpg?1339212325){kind=avatar}
Grim Grinner
New Member
Rude pirates cast member
When my wife and I went down to DW last October, we had a small incident with a CM on Pirates. This was a quiet time in the park and the two of us just wanted some pictures of the ride exteriors and loading spots. I understand that flash photography is a big no-no on the rides themselves...
Anyways, we were in the cue for Pirates. And NO other people were around. The CMs were just sending the boats through empty. I tried to get a picture of my wife with a boat in the background. I asked her how to take the flash off, because our camera at the time could handle darkness quite well. She instructed me how, which I misinterpreted- the flash went off- and the cast member actually yelled at me. He went off on a rant about flash photography. I quickly apologized- and went to sit down. The guy was glaring at us the entire way- his tone and volume was way over the top. I know that these guys (and gals) have to deal with morons all of the time, but this was a case where he overheard me asking how to take the flash off. I am the most forgiving person in the world, having worked retail for the last year. However, this guy really had bad form.
When my wife and I went down to DW last October, we had a small incident with a CM on Pirates. This was a quiet time in the park and the two of us just wanted some pictures of the ride exteriors and loading spots. I understand that flash photography is a big no-no on the rides themselves...
Anyways, we were in the cue for Pirates. And NO other people were around. The CMs were just sending the boats through empty. I tried to get a picture of my wife with a boat in the background. I asked her how to take the flash off, because our camera at the time could handle darkness quite well. She instructed me how, which I misinterpreted- the flash went off- and the cast member actually yelled at me. He went off on a rant about flash photography. I quickly apologized- and went to sit down. The guy was glaring at us the entire way- his tone and volume was way over the top. I know that these guys (and gals) have to deal with morons all of the time, but this was a case where he overheard me asking how to take the flash off. I am the most forgiving person in the world, having worked retail for the last year. However, this guy really had bad form.
Yellow Shoes
Well-Known Member
I just had to laugh at this one. :lol:
SamatBCV
Member
The way I read the story, it sounded like the dad got out because the cast member told him to move into the other row. If that is the case, then it is again the CMs fault.
Generally I would back the CM, but he definately handled this poorly.
I understand the 4 to a row rule, but it also (as Merlin said) depends on crowd control. If its a busy time of year or just busy at the moment, I expect to be crammed in and thats ok. However, I usually go off season and they are very easy going about having just a few people in a row. Was this trip during the summer or a crowded period?
disneyisbest
New Member
I find BeachClubVillas story so hard to believe that I don't. I have heard stories of CM's before, but this one sounds a little too far fetched to me. I don't think Disney would tolerate a CM treating a guest in that manner nor do I think that a guest would put up with it. I was scanning this thread and if I am correct. I don't see where BeachClubVillas has posted another message. Dosen't that seem kind of odd?
bearboysnc
Well-Known Member
Both this thread, and "RUDE Space mountain CM" sound like exercises in creative writing.
A cast member would never "reseat" a guest once they were in the boat. That would require holding the boat in it's load position longer than neccessary, thereby reducing capacity.
A cast member would never "reseat" a guest once they were in the boat. That would require holding the boat in it's load position longer than neccessary, thereby reducing capacity.
disneyisbest
New Member
I think someone started this tread to try and stir up troulbe. Or perhaps they exagerated the story because they were mad. Customers can be very fickle.
Shaman
Well-Known Member
If someone started this thread to try to stir up trouble, I'm sure no one is making people post replies...people do that on their own...it takes two to tango....
:animwink:
While some may believe that 100% of CMs are great, they really aren't...in fact I think about 90-95% are true Disney quality CMs...there are some who aren't cut out for the job...I wouldn't doubt it one bit...
These rude CM stories I doubt are the product of creativity...but if they are...they do infact, IMHO personify true aspects of reality...
:hammer:
WDWspider
New Member
Well, it's pure logic... the more employees you have to have, the harder it is to maintain quality.
I can see the Guest POV in this case and I could see a CM having a bad day and making the guests move for spite. Normal circumstance does this seem like reality.. no. Is it feasible that it happened or could happen... yes. No place is sacred and things happen.
I can see the Guest POV in this case and I could see a CM having a bad day and making the guests move for spite. Normal circumstance does this seem like reality.. no. Is it feasible that it happened or could happen... yes. No place is sacred and things happen.
lebernadin
New Member
I'm not going to doubt this happened. But i am going to doubt the details. I bet this did happen and the person who posted it obviously knows that doing so on a message board like this will only meet hugs and compassion from CM's and Disneyholics who are biased and can be taken for a storyride. The majority of the responses are just that, "i'm sorry's" and CM's saying this is rare etc. which i believe it is, so rare in fact that the details most likely were exagerrated to give the story a lil umph to make sure that enough people "fell for it" and responded as the poster hoped they would.
I realize this is a Disney messageboard, but try and see things from both sides of the coin folks.
Pixie Duster
New Member
CM anytime
I am one of those kooky CMs that feels that the way we are expected to act onstage does not have to end backstage and in the real world. Being nice, polite, courteous to people may take some extra work sometimes, but it sure makes life more enjoyable and rewarding, to me anyway. My point is, I have made it publicly known on this messageboard, that I am a CM. I am not about to sit here and question a guest (whom BeachClub is in this case). I don't question my guests, with an exception here or there depending on the situation. Do I think it a bit unlikely that such a harsh reaction would happen at WDW? Yes. But that's because I know what the standards are and I follow them, but I can't guarentee that every single CM is going ot be the same way, but we aim for consistency and I know that if a CM acted that way they would be canned.
I am one of those kooky CMs that feels that the way we are expected to act onstage does not have to end backstage and in the real world. Being nice, polite, courteous to people may take some extra work sometimes, but it sure makes life more enjoyable and rewarding, to me anyway. My point is, I have made it publicly known on this messageboard, that I am a CM. I am not about to sit here and question a guest (whom BeachClub is in this case). I don't question my guests, with an exception here or there depending on the situation. Do I think it a bit unlikely that such a harsh reaction would happen at WDW? Yes. But that's because I know what the standards are and I follow them, but I can't guarentee that every single CM is going ot be the same way, but we aim for consistency and I know that if a CM acted that way they would be canned.
That cast member most certainly did reseat us once we were seated. When we sat, I turned around to talk to my mother. The CM saw me and realized we were together. Not only did he tell my parents to get out of their row and into the row with me and my brother, but he held up the entire line of boats while he waited for them to do so
It wasn't my father who held up the line and created a safety issue, it was the CM who ordered my parents out of the boat and tried to put another family into it
As for this being an exercse in creative writing, why would I do that? Disney is my favorite place on Earth and I absolutely love it. I plan on being in their college program. My parents plan on retiring in Florida and working in Disney. I would NEVER make up a story about Disney, especially their employees. They work hard and every other CM I have every met has been wonderful.
WDW Expert
New Member
I totally believe this whole story and I would have gone as far as I could to make sure this CM was spoken to. Telling them to diet is absolutley ridiculous and uncalled for. Furthermore, busy or not he still left a row open in the back of the boat just to upset the family. I dont see why he couldn't have just let them be rather than let his anger out. Obviously there was no real reason they couldn't sit seperate if he still left a row open. And I am sure he didn't leave it open because he was in a rush to get the boat moving. In that case he would have let them be. I am not one to hate CMs at all, there are a ton of great CMs out there. However, there are also some rude CMs and this one pushed the limit that day. There really isn't anything else to be said on this thread except the fact that, the CM should have been spoken to, for that is NOT how a CM should treat guests at Disney. Not just disney but ANY themepark, etc.
:xmas: ~Have a magical day!
:xmas: ~Have a magical day!