Rude CM's

[RogueHabit]

Maybe those Guests weren't actually at Epcot because I've always seen a lot of cute Canadians every time I've been to World Showcase (and that is a lot of times as Epcot is my favorite park)!

Plus, no one can criticize or make fun of Canadians as they are just plain awesome! Both times that I worked Illuminations Crowd Control on New Year's Eve, I was placed right near the foot of the steps in Canada. Many good times were had while, to the extent possible on such an evening, talking to the Cast Members working at that pavilion.

We have met some of the nicest CM's in 'Canada'

There seems to be, though it might not be true, a higher percentage of College Programme CM's in Canada than other areas of WS.

We had a wonderful conversation about the DCP with a canadian chap on the programme who was working one of the gift stalls 2 years ago. I think my wife wanted to take him home with us........:ROFLOL:

 

[james15]

Being a monorail pilot, there are times there are issues on the beamway that require the pilot to listen to the radio!Yes,we actually control the trains.Alot of front cab guest, assume we are put up there to entertain them.

 

[luckyeye13]

Here is a very recent example of where a Guest or customer thinks that someone is rude because they are enforcing the rules. This didn't happen at WDW, but it is still rather amusing. A few days ago, one of the agents that I work with at Newark airport was checking in a family heading to India. Since that family had cut it as close as possible to the minimum check-in time, I decided to help out the agent by verifying the passenger's passports and visas (as it is the airline's responsibility to ensure that passengers have the correct documents for all transit countries and the final destination). The passengers were of Indian origin, so that meant that I had to be careful about the specific booklets that they presented along with their passports, as they have different requirements for visas. The booklets that they gave me require that a lifetime visa still be in their passports. As I looked through one of the daughter's passports, I noticed that the visa was not there. I asked the father about that and he said that it was in the old passport. When I asked him if he had the old passport with him, he told me that it was at home. As a result, I told him that may be a problem and that they might not be able to travel without it. I informed my supervisor of the situation and she told me to check the printed copy of the TIM (a book that has all the passport and visa requirements for every country). Two of the other agents, who were also Indian, told me that I was correct and the TIM confirmed it. I took the book back to the counter with me and told the passengers that they would not be traveling. The parents immediately started telling me all sorts of stories, including that someone at the consulate in New York had told them that they do not need the old passport for travel. They then asked for the supervisor, who, by that time, had come up to the position where the family was checking in. She informed them that she, too, agreed with what I had found and that they could not travel. As they continued to argue with us, I let both parents read the statement in the book that confirmed their problem. The dad said that he didn't see anything in there about needing the old passport, so I said "Okay, sir, let me read it for you!" The mom then said that minors don't need a visa, so I pointed out that the other daughter had a visa. I also checked the mom's passport (which I had not checked earlier, as it was already clear that they couldn't go) and pointed out to her that she, too, did not have her visa. The parents tried out different excuses and even threatened to sue British Airways, but, eventually realized that they were not getting on the plane. At this point, we sent them to the ticketing desk to get them changed over to today (as BA only flies to Kolkata from London a few times a week), which set the dad off again. He insisted that BA fly him to Delhi or Mumbai and then buy him a ticket onwards to Kolkata, which the supervisor refused to do as the fact that they could not travel that day was not the fault of the airline. The family was offered the chance to be rebooked to Delhi or Mumbai free of charge for the next day and to be sold a ticket onwards to Kolkata, but they refused this. By the time that I was off the clock, the family was still at the counter arguing with the supervisor and the ticketing agent. The check-in agent told me that the mom also said later that I didn't tell her that she didn't have her visa, though I definitely pointed this out as she was arguing with me.

The next day, the dad was back to argue with the ticket agent to get to Kolkata on the airline's dime, which still didn't happen. According to two of the agents (the one who was checking them in the day before and one of the Indian agents who checked the TIM with me), the dad said that I was rude and that he hoped that I am never allowed into India. (Umm.. yeah, a little late for that as I lived there back in 2005 and I am pretty sure that I don't have to worry about being stopped at immigration because I didn't let a family travel to India. :ROFLOL I bet, though, that the parents are cursing their luck for getting the one non-Indian agent who is very well-versed on Indian documents to check their passports! I wouldn't be surprised if the parents write a long letter about how mean and horrible I was to them because I dared to enforce the rules. Honestly, I couldn't care less, either. The reasons for us denying them travel were documented and copies of their itineraries and the page of the TIM that supported my case were put in the file for that flight, just in case they complain. Also, my supervisor was right there for the entire transaction after I told them that they were not going, so she would have certainly said something to me the next day if I was rude.

 

[TigerLily_CM]

Here is a very recent example of where a Guest or customer thinks that someone is rude because they are enforcing the rules.

It's true...alot of people at Disney get bad comments for just doing their job as well.

One of the greeters at the Canadian Pavilion used to get rude comments all the time. Part of her job (and btw she is one of the sweetest girls I've ever met) is to make sure no one is sitting or climbing on the rocks during Illuminations and also that no one is on the other side of the fence.

She has had comments saying that she "wouldn't allow" families to watch the fireworks.

She has had comments that she was racist and picked just a certain family that wasn't allowed to watch the fireworks (yes...she did pick a certain family...THE ONE CLIMBING ON THE ROCKS)

She had one comment saying that if she hates children so much why is she working at Disney. Now this girl LOVES kids and her usual method for getting children off the rocks was to say "Hi Sweetie, I'm sorry but you can't watch the show from up there but if you some down I'll find an extra special place for you and your whole family to stand" Then she would open the rope to the stairs to the Canadian Pavilion (when I worked there you could never stand on the stairs...not sure if that's still the case) and she would let 2 or 3 families stand on the landing at the top of the stairs for a great view.

She was NEVER rude but she did her job and if people didn't listen to her the first time she rarely raised her voice she just let them know that they will not enjoy Illuminations because until they comply she will be standing in front of them and she will not stop talking. That usually made them leave.

She had the most bad comments of anyone at the Pavilion and it was simply due to her doing her job. Luckily the managers realize this and didn't put too much faith into the comments because they figured she was doing her job well.

 

[KingStefan]

Maybe we should start a thread for rude guest!Don't judge cm until you have walked in there shoes.

There are already several! And there is a whole web site dedicated to this: stupidguesttricks.com! Check it out if you are interested in this sort of thing.

 

[The Empress Lilly]

I could go on...and on...and on...with the comments I heard but one day I "snapped" at a guest.


Two men (around 40's...not that it matters but just to show they weren't teens or anything) came up while we were closed for Illuminations and started asking questions about Canada but I could tell they were just being stupid. Things like "Do you live in an igloo...do you have a dog sled...say about" (which by the way we pronounce as A-BOAT not A-BOOT (which most Americans think) or A-BOWT (which is how it sounds to me when Americans pronounce it)

Then they started getting ruder...asking if I have brothers and sisters ( I have a sister) and then they asked if she was also my cousin or my aunt because they heard we're all inbred "up there".

I just let it go and said, "nope, just my sister and I've never heard of "inbred" that must be an American term I'm not familiar with" (that wasn't the rude part...just me being stupid along with them)

Then they started being a little nicer, i thought that since I got a little sarcastic back to them that they thought I was cool enough to let their comments go and we started having a real conversation.

They told me why they were visiting (visiting an old friend) and asked if my family got to visit me while I was here.

I said that my sister and mother were coming next month and I was really looking forward to it. They asked about my father (ie whay he wasn't visiting) and I told them that my father passed away last year, which is something i generally wouldn't talk about at work but we were having a good conversation for a few minutes so I felt OK telling them.

Then one of them said, (and it pains me to type this) "Let me guess, he committed suicide because he daughter is such an idiot"

Then they laughed and laughed and slapped each other on the back and congratulated themselves for tricking me into thinking that we were actually having a real conversation.

It's been a few days, and I am still angry about these two men. What outrageous behaviour. Shame! Shame on them!

I planned to write a long post about it. But why waste my precious time on intolerable people like these. Not worth my time. Let me suffice to say that whatever you think about these two cowards, you are probably right in thinking it. I hope you managed alright and thanks for making WDW a special place to me.


~~~~~~~~~


I also think that rude guest behaviour is affecting the enjoyment of other guests. Perhaps Disney ought to consider confronting rude guest behaviour more actively. This would, in fact, improve service and guest relations as a whole.

 

[Flower'sChild]

Thank You for you stories.

Yes I agree, 99.9% of the time it is guest being rude not the CM.

You all do a great job and sometimes I do not know how you do it. If you want to see a rude CM hire me because I am sure I could not put up with half I want I see CMs putting up with.

I hate this thread even the "Examples" somebody posted several pages ago are way off base. It is not the CMs being rude it is guests.

People have to stop an think, there are rules for safety and comfort of guests, CMs, or in the straw example local wild life. So you spend $300 to get in for the day so did everybody else that follows the rules.

Many times there are guest who are rude. But many times there are cast members who are also rude.

 

[I_heart_Tigger]

Many times there are guest who are rude. But many times there are cast members who are also rude.

perhaps but in my experience the ratio of rude guests to rude CM's is about 4,987,137 : 1

 

[Flower'sChild]

perhaps but in my experience the ratio of rude guests to rude CM's is about 4,987,137 : 1

Well there are still a lot of times when cast members can be rude.

One time a chef at one of the resorts was rude to me. I had called thes resort in advance and talked to this chef before my trip about my Vegan diet and I remember telling him over the phone that I would be checking into my resort on December 15 th. On December 15th I checked in and later that day I was talking to this same chef who is upset with me, because I did not show up on December 14th. So I told that chef that when I was talking to him over the phone that I did say that I would be checking in on December 15th and after I said that the chef said "No you said you would be checking in on the 14th" >

Now first of all even if I had told the chef that I would be checking in on December 14th, he still should not have been rude about this. Second I remember telling him over the phone that I would be checking in on December 15th. I was not upset with this chef, because he thought I would be checking in on December 14th. I was upset with this chef, because he was rude about this.

I know that a lot of guests in my place would have reported this chef. This chef should be very thankful that I never reported him.

 

[Gooch]

Never really had a negative experience with a CM, BUT there was one time that I was in line to enter MK and saw a female CM at the turnstyle kinda yelling at an older gentleman because he was going about the whole "insert ticket, then finger" routine incorrectly. Me and my girlfriend looked at eachother as to say "Really? You're going to raise your voice rather than show how it should be done?"

Then there was the time my ticket was getting rejected because it had expired, but the woman failed to tell me this through her broken English. I just got a "No work! Get a new one!" rather than explain why it wasn't working and then direct me to where I could get a new one (not like I didn't know, but you would assume they would do so.)

 

[tomdnh]

I have never met a rude CM and I have been going since WDW opened. I give them all the credit in world for putting up with guests who think they are entitled to it all and then some.

I would last maybe 5 minutes before I told someone to pull their head out of their rear end.

Kudos to all the CM's

 

[disneymyway]

Oh there have been a few but for the most part I think they all deserve medals for not losing it over the rude behavior of the guests.

Personally, I could never do that job. I'd be the subject of every WDW message board - "There's this WITCH that works at It's a Small World that told me to get in the boat and shut up!!!! (Yep, that would be me! :wave: )

There was a monorail employee that screamed at me - and I mean screamed - for something he thought I did that I absolutely did not. I would have defended myself but to be honest he scared me and I was pretty speechless!!!

 

[khelinski]

Speaking from a CM point-of-view, there were a few times I know I was not so kind to guests (and not so much of being unkind or rude, but just not giving them the full attentive service they should get). Perhaps, I had a long day, it was hot, ect-ect.

As magical as Disney maybe for guests, and it is for cast members too – guests don’t comprehend that indeed, it supposed to be the happiest place on Earth. However, when you worked a 10-hour shift with hardly any breaks (especially those that work in retail, or food service). When you work mostly in the hot sun for a good amount of time, or you just not feeling the magic for whatever reason. On top of all of that, the quantities of guests that comes up to you, some are rude as hell, asking something that’s been asked multiple times already within that day…I think you see my point.

Disney has a wonderful program for cast members called ‘basics’, which relates to Walt’s vision of these parks, and is suppose to mold everyone into the same, happy face and provide magical moments to everyone – it can get difficult sometimes. Guests see what goes on, on-stage. What they don’t see, is backstage. And while some of you may read what goes on in the employment section, some of you disregard the negative aspects that hover over ‘the happiest place on Earth’.

Now, I don’t want to discourage anyone, and I don’t want to bad mouth mouse world. It’s been a wonderful experience for me to be a cast member, and I know I made more magic than those few dreadful moments of poor magical moments. But I just wanted to add perceptive here.

One made a comment that Disney’s magic among all the cast members are dwindling in recent years. How there are more encounters of rude cast members, as of late. I myself feel that’s, well, forgive my French, ty. I learned the most basic principle that managers won’t tell you – but it’s the truth. The guests deserve all the magic they get. Some save up for a good amount of years – not doing anything but save – to have that one magical trip to Disney. Others max out their cards. Regardless, a lot of money is being spent on these parks. It’s understandable (and merit) that their trip should be the best ever.

On the other hand, I can understand why some cast members are rude – and it isn’t the guests they are angry with – but Disney itself. Disney doesn’t treat a lot of cast members with the utmost respect (and I can tell you stories among stories among stories about this), and for them, it’s hard to uphold the magic when they don’t get it themselves. ‘Basics’ should apply to everyone on Disney grounds – not just cast member to guest, but cast member to cast member. Unfortunately, that isn’t the case. And that’s the foundation here.

It’s all about perceptive.

 

[WDFAN1977]

I think context is often forgotten or even left out. I've seen guests be very rude to CMs waaay more often than vice versa. A lot of that comes from a sense of entitlement I've noticed from other guests in my past few trips. People tend to forget that CMs are people. While we may be on vacation, they are not.

Agree 100%

 

[RiversideBunny]

There are some people who always treat any employee who deals with the public as somehow beneath them. They are rude to CM's, bank tellers, fast food workers, store clerks, airline employees, etc.
It's not related to income or wealth, just an individual thing.

The thing is that those people are just making life tougher for themselves and others. None of us is perfect but it helps to take a second, put temporary impatience and misplaced anger aside, and realize that we are all in this together.

IMHO

 

[wdwjmp239]

Out of my 50+ trips to Disney, I've maybe ran into an the occasional moment where I had a CM who was having a bad day. I remember this one girl who was working the cash register in the All-Star Music Resort food court. You can kind of tell she was having a bad day because the look of it was in her face. When I saw her name tag and she was from my hometown in NY, we had a few pleasant exchanges and just that one little thing made it better for her.

The next day, I was back in the food court and the same girl was working there. I asked her, "Having a better day?" She said she felt better after we talked about Long Island, NY.

If anyone on here hasn't done so already, read Dale Carnegie's "How To Win Friends and Influence People" before your next Disney trip. You can turn attitudes around real quick.

 

[elisatonks]

Telling people off for not knowing basic Disney stuff is not only infuriatingly rude, but also a sign of incompetent castmembership. Below is how one ought to answer to the infamous question: "What time is the 3:00 parade?"http://

hmm... this is one i had to answer on a daily basis, i always told them the time the parade arrived at the position they were in on the parade route, as this was 99.9% of the time the answer to the question they meant to ask, when will the 3 O'clock parade arrive here? One thing i will say on this matter though is that many CM's are not trained on parade audience control (for example at DHS only those trained at fantasmic have full training) so they are thrown in the deep end and therefore are not trained in how to answer common misasked questions. I'm sure you will agree this is a possible floor in disney's current training programs.

 

[Crazy4WDW1]

I just got back from WDW yesterday. I had the first in many trips of a dealing with a rude CM. We had stopped by Franc's - the wedding planning building - on our way to the GF. When we walked in, cast member "Joan" started shushing us and said for us to "be quiet". There apparently was a consultant with clients in one of the offices. Now, the consultant had a door on her office. One would think that the door would have been shut or, at least, partially closed. I was flabbergasted.