Really impressed with Castmembers

[Dukeblue1227]

Over the last few years I think there's been a clear "internet war" of people who thinking disney has been declining and others who think it's still getting stronger. I've fallen in the former camp and have grown frustrated and exhausted with a lot of the ways the company cuts corners. We just took our first trip in about 3 years and I really have to say I think the castmembers are better than ever and really doing an incredible job "keeping the magic" despite a lot of challenges the face. Unfortunately, I think guests attitudes and behaviors are worse than ever which makes it even more impressive to see just how wonderful the cast members are. One great example is;

Gaston was at his meet and greet spot and they closed off the line because his shift was ending. A little girl in a wheel chair really wanted to meet him but didn't get in line, so Gaston made a point to go talk to her after the last guest from line finished. He asked the little girl who her favorite character was and she said Belle. He joked that Gaston should be her favorite and said let me see if I can change that. He walked away into Gaston's Tavern, and came back 10 seconds later with a cinnamon roll, and said he had this made specially for her. When he asked who her favorite was now, she still said Belle which was great for a laugh. It was a really sweet moment though to see how happy this made the little girl and how appreciative the parents were.

Another, opposite, moment which is still bothering me now, is there was a sweet castmember having to do the task of blocking off a particular walkway as they prepared for the fireworks. I don't want to speculate much but a group of people were around her for awhile and when they left, she was crying her eyes out. We weren't nearly close enough where I could have recognized any of the people talking to her, or seen their conversation, but I moved closer after and watched her for a bit. She kept sobbing, everytime a guest came up she put on an incredibly pleasant smile and was friendly, but then kept crying when they turned away. My wife and I went over to her to ask if she was okay and she shook her head she was not. We asked if we could get her someone but she said no... and kept being pleasant to every new person that tried to cut through. We went and found another castmember who immediately went to her. Another castmember couldn't leave her spot but seemed concerned, she was doing a similar job. I commented I feared a guest may have been very rude to her but didn't want to speculate and she very quietly said "some guests are absolutely awful...." and then kind of said thank you for checking on her and turned away.

We saw so many awfully rude and terrible guests, and so many wonderful castmembers that continued to do their jobs incredibly well despite guests. It really made the trip feel the way it used to feel when I went as a kid, despite how I feel about the company itself nowadays.

Thank you to all the castmembers out there, you guys are all wonderful. I really have no idea what upset that poor girl so much, it very well could have been personal things going on not related to guests at all, but it was heartbreaking to watch.

 

[Chef Mickey]

It's truly amazing what excellence Disney gets out of their cast members for such little money.

They do an amazing job and I thank them for that.

 

[SyracuseDisneyFan]

Thanks for sharing.

 

[DisneyFans4Life]

Great post. I wish we could all focus more on the positive that Disney does versus the negative. I always enjoy being at WDW and being around all the things that they offer. Are all CMs perfect, no, but the majority are and for what they have to put up with all day from other guests...it's amazing how friendly and helpful they truly are!!

 

[Glasgow]

I firmly believe that you get what you give. If you complain a lot and always see the negative, that's what you will get in return. Doesn't ALWAYS work out that way, of course .. but kudos to those CMs who put on a good show so we can get away from our daily grind.

 

[mergatroid]

There are many fantastic cast members out there, some of them really 'get' Disney and think of it as their duty to make sure we experience it as it was intended to be experienced. I thank them for that and know some post on here, keep up the great work guys.

 

[Ted Daggett]

A couple of years back, we were staying at the Polynesian. Our family is not a big breakfast eating family, so we always bring cereal boxes and small plastic bowls with us in our suitcases, and buy milk when we get to the resort so we can have a quick breakfast before hitting the parks. I went to the gift shop the first night looking for milk for the next morning, and they only had very small bottles of milk. So, I went to the lobby and asked a cast member whether he knew if there was anywhere where I could get a larger container of milk. He said that there was a Hess station (dating myself, since Hess is now gone) down the street, and asked if I had a car. I said I did not since I took the magical express. Without hesitation he said, "I have one, I will go get it for you, what size milk, and what room are you in?" Very surprised, I told him my information, and he said, he'd drop it off in 10 min. So I went back to my room, my wife questioning why I didn't have any milk with me, and waited; a part of me thinking that the cast member was being sarcastic about getting the milk for me. Ten minutes later we get a knock on the door and the cast member was standing with a gallon of milk in his hand. I have always thought that this was the greatest customer service imaginable, and it made me a Disney fan for life. Of course, the milk ended up costing a lot more because of the more than generous tip that I left, but I was still eternally grateful for this very generous act...

 

[gsimpson]

I've gone more or less every year, sometimes multiple times in a year, since Epcot opened and 4 or 5 times between MK opening and Epcot and have had 95% great trips, and the ones that weren't so great were just bad luck - not Disney trying to ruin my life. I really do have a difficult time understanding people who post endlessly about how the lines are too long, the cast members didn't make their trip magical enough, the price is too high, the bus wait was too long, and my personal favorite - Disney removed blah blah blah attraction which has ruined my trip if not my life and then go back over and over. If you don't like their policies, their prices, their lines, or whatever they are doing wrong in your opinion then don't spend your money with them! The best way to convince a company to change is to keep your wallet closed.

 

[WondersOfLife]

Very moving post right there. Thanks for sharing.

 

[mergatroid]

I've gone more or less every year, sometimes multiple times in a year, since Epcot opened and 4 or 5 times between MK opening and Epcot and have had 95% great trips, and the ones that weren't so great were just bad luck - not Disney trying to ruin my life. I really do have a difficult time understanding people who post endlessly about how the lines are too long, the cast members didn't make their trip magical enough, the price is too high, the bus wait was too long, and my personal favorite - Disney removed blah blah blah attraction which has ruined my trip if not my life and then go back over and over. If you don't like their policies, their prices, their lines, or whatever they are doing wrong in your opinion then don't spend your money with them! The best way to convince a company to change is to keep your wallet closed.

I hear you fella,, I really do. The thing is there are posters on here who are constantly negative and sometimes you question are they just trying to start an argument. However on the flip side, there's some good folk on here who just want Disney to improve and so talk about how things aren't up to scratch and want them improving. I can see both sides but I have to agree that sometimes the moaning can get you down, there is a fine line however between constructive criticism and just been negative.

 

[Ralphlaw]

Forums like this are nearly always negative. Check your favorite sports team forums, other vacation site forums, car review forums, movie and TV show forums, etc . . . The whiners always type the loudest. Here's why: Negative feelings are nearly always more strongly felt, and more likely to get you typing, than positive feelings. Plus, Disney is full of nostalgia, meaning we often have a rosier memory as to how things were than they actually were. When you're a little kid, Disney was THE magic place, bigger than Christmas. When you're a young parent and see your kids meeting Mickey and the gang for the first time, it's magical. Subsequent visits can't match that, and negative bloggers feed into the perception of "Gee, it used to be better."

We've been going just about every year for 12 years, and I can't say overall that things are worse. Yeah, it's more crowded because, duh?!, Disney is popular. I miss the moving statue people at Epcot, and the original blue line narration, and the original el rio tiempo, and Spectromagic, and a bunch of other things. I imagine I'll miss the original Maelstrom in my nostalgic mind even though I only rode it during half my visits over the years. Disney's made mistakes, but what organization hasn't? Nevertheless, overall, it keeps us coming back for more and it freshens with new Test Track, new Star Tours, Midway Mania, new Fantasyland, soon to be open Avatarland, etc . . . The castle projection show alone would have been unimaginable 5 years ago, but now it's expected, and perhaps even slightly ho hum because our expectations are so ridiculously high and my daughter doesn't go crazy when she sees Rapunzel any more. So can I legitimately say, "they're slipping", or am I a spoiled unrealistic repeat customer who can't be thrilled like I used to be?

Finally, Disney does do great things when stuff is new and promotions are on. Think back to the year of a million dreams. "Hey," you could complain, "why did they get rid of that?" Because it was just a promotion, that's why. Why don't DVC members get as many freebies? Because they sell the points just fine without all of those expensive extras, and continuing the giveaways was not economically feasible. Why isn't Epcot as shiny and new as it was in the 80s? Because it's 30 years old, and the place fills up even though it has a few scratches.

In my experience, the CMs have been fabulous. During a few rare bad moments, I've been slightly rude, but then regretted it. Usually, I go out of my way to thank them, joke with them, and generally spread the happiness. From what I can tell, they're the true attractions, and may we never take them for granted.

 

[GVentola]

If I run into an exceptional cast member, I get their name and "report" them to guest relations or e-mail Disney about how great they are. If I get a lousy cast member, well, I report that as well but conveniently forget their name so they don't get fired. I've been fired more times than I can count, and I know how awful it can be. But anyway, the good cast members far outnumber the bad cast members.

 

[LAKid53]

Over the last few years I think there's been a clear "internet war" of people who thinking disney has been declining and others who think it's still getting stronger. I've fallen in the former camp and have grown frustrated and exhausted with a lot of the ways the company cuts corners. We just took our first trip in about 3 years and I really have to say I think the castmembers are better than ever and really doing an incredible job "keeping the magic" despite a lot of challenges the face. Unfortunately, I think guests attitudes and behaviors are worse than ever which makes it even more impressive to see just how wonderful the cast members are. One great example is;

Gaston was at his meet and greet spot and they closed off the line because his shift was ending. A little girl in a wheel chair really wanted to meet him but didn't get in line, so Gaston made a point to go talk to her after the last guest from line finished. He asked the little girl who her favorite character was and she said Belle. He joked that Gaston should be her favorite and said let me see if I can change that. He walked away into Gaston's Tavern, and came back 10 seconds later with a cinnamon roll, and said he had this made specially for her. When he asked who her favorite was now, she still said Belle which was great for a laugh. It was a really sweet moment though to see how happy this made the little girl and how appreciative the parents were.

Another, opposite, moment which is still bothering me now, is there was a sweet castmember having to do the task of blocking off a particular walkway as they prepared for the fireworks. I don't want to speculate much but a group of people were around her for awhile and when they left, she was crying her eyes out. We weren't nearly close enough where I could have recognized any of the people talking to her, or seen their conversation, but I moved closer after and watched her for a bit. She kept sobbing, everytime a guest came up she put on an incredibly pleasant smile and was friendly, but then kept crying when they turned away. My wife and I went over to her to ask if she was okay and she shook her head she was not. We asked if we could get her someone but she said no... and kept being pleasant to every new person that tried to cut through. We went and found another castmember who immediately went to her. Another castmember couldn't leave her spot but seemed concerned, she was doing a similar job. I commented I feared a guest may have been very rude to her but didn't want to speculate and she very quietly said "some guests are absolutely awful...." and then kind of said thank you for checking on her and turned away.

We saw so many awfully rude and terrible guests, and so many wonderful castmembers that continued to do their jobs incredibly well despite guests. It really made the trip feel the way it used to feel when I went as a kid, despite how I feel about the company itself nowadays.

Thank you to all the castmembers out there, you guys are all wonderful. I really have no idea what upset that poor girl so much, it very well could have been personal things going on not related to guests at all, but it was heartbreaking to watch.

THESE are the guests that should be reported to the General Manager of the park and then banned for life. Most of the CMs I've seen blocking off walkways in preparation for the fireworks are young - in their 20s. What kind of human being harasses a young woman to the extent she is left crying? Unless they were friends/family members relaying some terrible news (and (1) why would you do that to friend/family member when they are working, in public, not taking them to someplace private and (2) if #1, why would you not remain with them?). If I had seen that, my family members traveling with me would have had to hold me back so I didn't go after that group and give them a piece of what is left of my mind.

 

[LAKid53]

A couple of years back, we were staying at the Polynesian. Our family is not a big breakfast eating family, so we always bring cereal boxes and small plastic bowls with us in our suitcases, and buy milk when we get to the resort so we can have a quick breakfast before hitting the parks. I went to the gift shop the first night looking for milk for the next morning, and they only had very small bottles of milk. So, I went to the lobby and asked a cast member whether he knew if there was anywhere where I could get a larger container of milk. He said that there was a Hess station (dating myself, since Hess is now gone) down the street, and asked if I had a car. I said I did not since I took the magical express. Without hesitation he said, "I have one, I will go get it for you, what size milk, and what room are you in?" Very surprised, I told him my information, and he said, he'd drop it off in 10 min. So I went back to my room, my wife questioning why I didn't have any milk with me, and waited; a part of me thinking that the cast member was being sarcastic about getting the milk for me. Ten minutes later we get a knock on the door and the cast member was standing with a gallon of milk in his hand. I have always thought that this was the greatest customer service imaginable, and it made me a Disney fan for life. Of course, the milk ended up costing a lot more because of the more than generous tip that I left, but I was still eternally grateful for this very generous act...

People like this restore my faith in the kindness of men.

 

[Disney4family]

If I run into an exceptional cast member, I get their name and "report" them to guest relations or e-mail Disney about how great they are.

We LOVE doing this! Whenever we have an amazing experience that goes above-and-beyond even what we expect from Disney, we always make a note of the CMs name for our post-trip Disney survey/e-mail. For example, during this past trip we had a lovely experience with a CM by Spaceship Earth. As we were walking away, my kids excitedly noted his name and where we met him. They smiled the whole way home on the monorail knowing that they are going to "spread the magic" to a deserving CM.

 

[DisneyFans4Life]

It's nice to read a thread that is positive. I joined this forum a long time ago, but have only been actively posting for the past month or so and the one thing that has stood out to me (as a new guy) is the high amount of negativity. My wife and I LOVE going to Disney; we went a lot when it was just the two of us...and now that we have a daughter...we've been going every other weekend. We don't worry about what may not be right with an attraction or if the monorail has a couple pieces of trash behind the seats. Disney makes us happy because of what they offer and how generally happy the CMs are.

Just think of how many people one CM sees each shift. Think about that same question that they get over and over again and answer it with a smile each time. That is something special and what makes Disney such an awesome place to go. I refuse to have such a negative outlook on Disney...it's not a bad place to go and IMO, if you're that unhappy with a place...simply don't go and don't post. I get that Disney may not be the place you remember it once was or whatever, but nothing forces you to go spend your money there. As negative as some people are about Disney, it obviously can't be that bad since they still visit.

Anyway...end of rant. The CMs at Disney are amazing and really add to the magic of Disney.

 

[BrerWayne]

Thank you for sharing your story. When I was married, my wife and I honeymooned at Dixie Landings ( showing my age, I know). Upon our arrival, there was a small box of sweets left in our room by the hotel staff. Inside of that box was something called a Bayou Cruncher. I loved those things! For my first anniversary, my wife called the resort to see she could buy some and have them shipped. The cast member wasnt sure-they had never been asked before. She took down our address and said she would get back to us. Two days later, we had a package delivered. It was a box of Bayou Crunchers and a note congratulating us! Disney accepted no payment. It was an amazing gesture. I get frustrated with the crowds, and the lines. I wish new attractions were added more quickly but, the little things like this keep me a Disney fan.

 

[Rinx]

It is truly wonderful that there are great CMs AND great guests. Together they make wonderful experiences. On my last CP I worked at Mission: Space. It was a frigid and blustery February night near closing, it was very quiet. I was outside at greeter doing a little shiver dance to try to stay warm when these folks came up from TT asking where the restrooms were so I happily pointed it out to them. They didn't turn around and go, however. They just stood there wrapped in their blankets then asked if I was as cold as I looked. I said probably even colder. One of the ladies wanted so bad to get me a hot chocolate and kept insisting but I had to keep turning it down. We chatted a little bit and the group was amazed at how cheerful and pleasant I was despite the "circumstances." They mentioned how rude the CMs were over at TT and that it was so refreshing to see a smiling face (not a good thing IMO when you're in WDW and don't see many smiling faces). Well a few days later I got a note from guest relations about how much of an impact that little convo had on these people and there I was thinking the wonderful affect they had on me! That's the perfect blend of Disney Magic if you ask me. When both guests and CMs have a wonderful experience together.

 

[SeanWM48]

cast members in the parks impress me every single time i go. i have not noticed a decline in the last 3-4 years that i've been going. i can't compare to the 'old days' though, i did not go until 2012.

little things like pointing out pins and saying congrats or happy birthday to people while there are literally hundreds of other guests all over the place around them. they are swarmed 24/7 yet most will jump at the chance to make YOU feel like a special guest.

favorite cast member story is at Trail's End in Fort Wilderness. Our waitress saw my fiance's pin and told us congrats. We'd actually just gotten engaged that week on the beach nearby, and I told her that. She said 'hang on a sec' and turned around to announce to the entire crowded restaurant that we'd just been engaged, right there at Fort Wilderness. Whole place broke into an ovation. This wasn't set up or anything, she just took it upon herself. She came back later with a free dessert for us.

That was our last night on the trip so we left with a big smile on our face feeling like it was our home away from home. Not only is that great customer service but it's good for business as well; I will not hesitate to return to that resort next time I travel and that waitress had a lot to do with it.

 

[WDWVolFan]

Over the last few years I think there's been a clear "internet war" of people who thinking disney has been declining and others who think it's still getting stronger. I've fallen in the former camp and have grown frustrated and exhausted with a lot of the ways the company cuts corners. We just took our first trip in about 3 years and I really have to say I think the castmembers are better than ever and really doing an incredible job "keeping the magic" despite a lot of challenges the face. Unfortunately, I think guests attitudes and behaviors are worse than ever which makes it even more impressive to see just how wonderful the cast members are. One great example is;

Gaston was at his meet and greet spot and they closed off the line because his shift was ending. A little girl in a wheel chair really wanted to meet him but didn't get in line, so Gaston made a point to go talk to her after the last guest from line finished. He asked the little girl who her favorite character was and she said Belle. He joked that Gaston should be her favorite and said let me see if I can change that. He walked away into Gaston's Tavern, and came back 10 seconds later with a cinnamon roll, and said he had this made specially for her. When he asked who her favorite was now, she still said Belle which was great for a laugh. It was a really sweet moment though to see how happy this made the little girl and how appreciative the parents were.

Another, opposite, moment which is still bothering me now, is there was a sweet castmember having to do the task of blocking off a particular walkway as they prepared for the fireworks. I don't want to speculate much but a group of people were around her for awhile and when they left, she was crying her eyes out. We weren't nearly close enough where I could have recognized any of the people talking to her, or seen their conversation, but I moved closer after and watched her for a bit. She kept sobbing, everytime a guest came up she put on an incredibly pleasant smile and was friendly, but then kept crying when they turned away. My wife and I went over to her to ask if she was okay and she shook her head she was not. We asked if we could get her someone but she said no... and kept being pleasant to every new person that tried to cut through. We went and found another castmember who immediately went to her. Another castmember couldn't leave her spot but seemed concerned, she was doing a similar job. I commented I feared a guest may have been very rude to her but didn't want to speculate and she very quietly said "some guests are absolutely awful...." and then kind of said thank you for checking on her and turned away.

We saw so many awfully rude and terrible guests, and so many wonderful castmembers that continued to do their jobs incredibly well despite guests. It really made the trip feel the way it used to feel when I went as a kid, despite how I feel about the company itself nowadays.

Thank you to all the castmembers out there, you guys are all wonderful. I really have no idea what upset that poor girl so much, it very well could have been personal things going on not related to guests at all, but it was heartbreaking to watch.

If you had a specific CM that was great, write to Disney or call them. That goes on their file and they will get a nice praise from their boss.