-
Welcome to the WDWMAGIC.COM Forums!
Please take a look around, and feel free to sign up and join the community.
STRANGE GUEST STORIES or REQUESTS
- Thread starter 3DisneyCREW
- Start date
STGRhost
Member
yeah....not that I agree with what he did, or would EVER do it myself (in my head, yes, but that's a whole other story..) But I was glad he did, because the woman would just not listen to reason, and we offered her damn near anything, just so she would SHUT UP... I love the job usually, but sometimes....
DisneyCP2000
Well-Known Member
I saw a similar situation at Epcot. some lady went crazy at us for not giving her GR seating for Illumination. she went crazy, we offered her EVERYTHING and still wasn't satified. My boss offered her the Italy bridge but she kept yelling. She spent 10 minutes arguing and missed out on 3/4 of the show. (turns out GR seating was to the right of the bridge, we didn't know that-doh)
stgrhost: you got it..."BE POLITE, and ASK for what you need, within reason...you'll get your way (much more quickly, too)..." that's the only way to resolve issues!
stgrhost: you got it..."BE POLITE, and ASK for what you need, within reason...you'll get your way (much more quickly, too)..." that's the only way to resolve issues!
cymbaldiva
Active Member
K- so I'm not a castmember, but I'll post anyway...
What would you do if a guest found a bug (ick!) in their drink?
What would you do if a guest found a bug (ick!) in their drink?
SpongeScott
Well-Known Member
I'm not a CM either, but I'll take a stab at it before they do...I think a lot would depend on the ATTITUDE of the guest. Was the bug put in the drink intentionally? I doubt it, so why should I/whoever take it out on a CM? It ain't their fault. I would think the CM would bend over backwards to right the situation, but they might go an extra mile if Joe Tourist handled himself in a proper and respectful manner.
DisneyCP2000
Well-Known Member
In the worst case this is what would happen. If the situation ever gets to the point of a riot, cast members will do thier very best to resolve the issue. But if anything, they cast member would offer them another drink. If that's not enough, they may get it free, but I'd highly doubt they'd go any further than that. There's no way the customer would get a free meal from that :lol:
STGRhost
Member
Most guest situations, like this one, are easily resolved. I think most CMs would just get them a new drink - this is how they should be trained, anyway. Generally, that's the rule - if the guest drops a drink/popcorn/ice cream, etc, you give them a new one. Obviously, it's a system that can be taken advantage of easily, but it keeps 'em coming back, so Disney doesn't care. The "red carpet" recovery is for situations that are more involved, but the same principle applies: the recovery should fit the problem. If a little girl drops her soda in the street, she won't get a free meal at California Grill, or a free night at the Polynesian. She'll get a free soda...
DisneyCP2000 - I'm (originally) from Chicago as well! Also, my GR AI was Fall of 2000! Small world, eh? (I know, I hate that song, too...sorry!)
Invero
Well-Known Member
I actually would do that. Guests would ask, "Where's the monorail to MGM?" and I'd reply, "Las Vegas."
My favorite... they'd walk up and point to the train... "Magic Kingdom?" "No... it's a monorail."
At the Epcot station... "How do we get back to Disney?"
"Don't move another inch!"
Dawnie
New Member
OK I'm not a Cast Member but something I read here I found disturbing.
The DEMANDING guests who get offered the world and are still not happy. I don't get it; why should you guys have to offer these guests anything. I know that Disney policy is aimed at keeping people happy but shheeesh it's not you guys fault that people turn up at Fantasmic 10 minutes before showtime and demand front row seats; why should you give an inch to the idiots that create a fuss over something caused by their own stupidity.
I'm off my soapbox now.
The DEMANDING guests who get offered the world and are still not happy. I don't get it; why should you guys have to offer these guests anything. I know that Disney policy is aimed at keeping people happy but shheeesh it's not you guys fault that people turn up at Fantasmic 10 minutes before showtime and demand front row seats; why should you give an inch to the idiots that create a fuss over something caused by their own stupidity.
I'm off my soapbox now.
DisneyCP2000
Well-Known Member
it's mostly about keeping the name clean. Yes, many of the guests act like complete idiots, but having one bad guest spread bad news about WDW can really hurt the company. Therefore cast member do thier very best to make things right. Half the time the angry guests don't calm down to think about the situation. They're usually too busy screaming and hollering to notice thier being offered the world. Oh well, c'est la vie? I agree with Disney about this but having to deal with people screaming...i try to roll it off and move on.
DisneyHoneymoon
New Member
Ah, the joys of working in a tourist venue.
While working at a hotel in Glacier National Park, I still remember these classics (honest to God real questions:
"What time does the Glacier go by?"
"What do prairie dogs eat?" - our fav answer was "tourists"
Or, the guests who fumed and fussed because there were no televisions or radios. Um, we are in a WILDERNESS area, no satellite inventions yet, no cable or even a radio or TV tower for about a couple of thousand miles away... How do you expect any type of TV or radio to get reception in the wilderness????
:brick:
While working at a hotel in Glacier National Park, I still remember these classics (honest to God real questions:
"What time does the Glacier go by?"
"What do prairie dogs eat?" - our fav answer was "tourists"
Or, the guests who fumed and fussed because there were no televisions or radios. Um, we are in a WILDERNESS area, no satellite inventions yet, no cable or even a radio or TV tower for about a couple of thousand miles away... How do you expect any type of TV or radio to get reception in the wilderness????
:brick:
rosie.ca
Member
customer's act this way
because the angy person thinks they are the center of the world and everything must revolve around them...I hate when people act like you should give them the moon and then they quote "the customer's always right"
i know that can sound kind of harsh but it is true I can see it from their perspective ...you are going along spending a fortune and this is YOUR holiday... then something happens... this has upset you and you want it fixed and then you want something more than just a replacement because you think it shouldn't have happened in the first place and now you had to go through all that effort to have the problem fixed ...And they can't be bothered to look at the situation objectively.
Some customers do in some cases deserve more
(rarely it would have to be something serious)
but for the most part they should be happy with a simple replacement and not freak out.btw i am not a cast member
i can just relate.
because the angy person thinks they are the center of the world and everything must revolve around them...I hate when people act like you should give them the moon and then they quote "the customer's always right"
i know that can sound kind of harsh but it is true I can see it from their perspective ...you are going along spending a fortune and this is YOUR holiday... then something happens... this has upset you and you want it fixed and then you want something more than just a replacement because you think it shouldn't have happened in the first place and now you had to go through all that effort to have the problem fixed ...And they can't be bothered to look at the situation objectively.
Some customers do in some cases deserve more
(rarely it would have to be something serious)
but for the most part they should be happy with a simple replacement and not freak out.btw i am not a cast member
i can just relate.
AkiraRaptor
Meega, nala kwishta!
But on that same thought, I'd probebly guess that a gest like that would still not talk good about Disney even when "offered the world".
Some people can never be pleased, and why should they get special treatment over someone like myself that doesn't complain and loves Disney. I pay the same money for my trip and don't act like a spoiled child, I think I'm the one who should get "extras" not the ones who don't know how to ack civilized.
FanofDinsey1981
Active Member
I totally agree with everything being said.
Here are some of the problems I come across when I work tee-shirt sales for concerts at Assembly Hall...
1) A person will put on a shirt they just bought, relize they don't want it or want another size, and will try to give it back. After explaining to them that they can not give it back for money back, nor can they exchange after wearing it, they demand to see a "manager". when I tell them I am it, they demand to talk to my boss. my boss tells them the same thing, and even points out the sign that said it. Most of the time they will walk away ticked off, but sometimes..... one lady decided she had to try to take it all the way to the musician himself. I don't think she got too far....
2) People compain to me about t shirt prices. 1, I don't make the prices, I just sell. 2, they cost no more than the abercrombie shirt you have on. and 3, Don't buy it if you don't like it. but I play it off like I totally agree with them, and they usually end up buying them anyway. Hey, I work on comission.
3) People who complain to me about the TICKET prices. again, I don't make up the prices. nor do I sell them. and you already bought the ticket, and you are inside the concert arena. you lose all bit*hing rights.
Custmer service is a tough world.
My biggest pet peeve is when I get this response to the "manager" question.
"You look too young to know what you are doing". Ok, I look about 15, but I am 21 years old. a college student. who has been doing this job for 3 years now, with over 30 shows worked. and when I tell them this, they think I am being rude to them.
you just can't win.
ok, I am done now.
any other good questions and/or demands?
Here are some of the problems I come across when I work tee-shirt sales for concerts at Assembly Hall...
1) A person will put on a shirt they just bought, relize they don't want it or want another size, and will try to give it back. After explaining to them that they can not give it back for money back, nor can they exchange after wearing it, they demand to see a "manager". when I tell them I am it, they demand to talk to my boss. my boss tells them the same thing, and even points out the sign that said it. Most of the time they will walk away ticked off, but sometimes..... one lady decided she had to try to take it all the way to the musician himself. I don't think she got too far....
2) People compain to me about t shirt prices. 1, I don't make the prices, I just sell. 2, they cost no more than the abercrombie shirt you have on. and 3, Don't buy it if you don't like it. but I play it off like I totally agree with them, and they usually end up buying them anyway. Hey, I work on comission.
3) People who complain to me about the TICKET prices. again, I don't make up the prices. nor do I sell them. and you already bought the ticket, and you are inside the concert arena. you lose all bit*hing rights.
Custmer service is a tough world.
My biggest pet peeve is when I get this response to the "manager" question.
"You look too young to know what you are doing". Ok, I look about 15, but I am 21 years old. a college student. who has been doing this job for 3 years now, with over 30 shows worked. and when I tell them this, they think I am being rude to them.
you just can't win.
ok, I am done now.
any other good questions and/or demands?
Invero
Well-Known Member
I know what you mean. I used to work Retail Mgmt for a large retail chain back when I was only 21. I had been doing retail for 7 years at that point... and had my current position for a year. I was the best my store had ever seen. Yet, when I was summoned over... I always got The Look... Im sure you know the look I mean.
One time this lady demanded to see a "REAL" manager. I was like... "I am a real manager, and if you have a problem with my age, then come back in 10 years. Now once again, How can I help you?"
STGRhost
Member
Good Question, though I think you know the answer(s). First, it's our JOB. Disney is about making people happy - It actually feels really good when a guest comes in, ranting and raving like a lunatic, and you stop them and ask them what they want you to do about it. Stops them in their tracks for a second, and then they usually come up with something simple (i.e. "I want to come back to see Fantasmic another night") So you offer it to them. 9 times out of 10, they're amazed that YOU thought to do that, and just so happy. YOU are happy for one of two reasons - either because you made someone's day (the Good CM), or because you let all the steam out of someone's engine (CM's like me:animwink: ) Either way, it's all part of the job...You have a to a special type of person to smile while people throw ________ at you.
Awww...your question almost made me cry! I'm a trainer here, and we go around all the time on why we give "Bad" people more than we do "Good", and how to fix it. Please don't think, even for a moment, that CMs aren't completely aware that that this happens. It's just that, like in the rest of our society, the "Squeaky wheel gets the grease" and such. It SOUNDS like these people get more than you (and it might be true) because they know where to go, who to talk to, and they've unfortunately learned that the louder they are, the more likely they'll get what they want. However, in my department, at least, they don't get any more than is appropriate. The guest who wanted to see Fantasmic? Got to see Fantasmic, only on a different night. SHE had to adjust plans to come back. She also had to be sure to get there on time, as she wasn't guaranteed a seat, only that she would be let back into the park.
Personally, I try to only give the bare minimum to a mean or rude guest, mainly to pacify them. I WILL (and have) go OUT OF MY WAY to help a guest that is polite, and genuinely needs help - or is nice, and hasn't asked for anything. I have walked from the front of the Studios to the back(AFI Showcase) to pick up merchandise the guest forgot to get before close. I have dropped lost things off at hotels, on MY time. I have comped meals, hotel rooms, "The World" for people that needed it, but didn't make a fuss. Those are the people I live to help, because they're the ones that make MY day.
One quick (mmm...not really) story...During the Holidays, the Studios does Belle's Enchanted...uh...something (I'm drawing a blank...stay with me) Anyway, it involves Belle riding in a carriage up Hollywood Blvd. to the nose/hat. Entertainment picks kids out of the crowd to dress as ornaments and walk along side, or even ride with, Belle. Right after the first show of the day, a woman came in with her daughter, who uses a wheelchair (and was obviously very ill). She said Belle was her daughter's favorite character, and they just saw the parade, and where can they meet her? I said that Belle wasn't making any other appearances that day, because she was involved in that show. The woman looked disappointed, but thanked me and started to leave. I asked her to wait - I would see what I could do. I called Entertainment, to see if she could be an ornament. They said that a wheelchair is hard to accommodate, and would they like a meet'n greet instead? (Better than I had hoped for!) So I told them that they could meet Belle right before the next show. They waited in our Lobby THE WHOLE TIME. Her reason? "She gets tired, and Belle is really the only thing she wants to see today" I invited them to wait in our lounge, and offered them sodas. When the time came to meet Belle, I took them to a quiet area near first aid, and had them wait while I went to get her. She was running late, and the greeter said that we may have to wait until after the show... With about 2 minutes until showtime Belle arrived, and went straight to my family. She was wonderful - hugged the little girl, kissed her on the cheek, hugged Mom, signed an autograph, posed for a picture. She knelt and spoke with the girl for nearly ten minutes (while the greeter hovered, and from time to time said "Miss Belle - they need you"). The little girl was beside herself with excitement. Mom was standing behind the chair, crying. I was trying not to cry, and I think Belle was, too. When Belle finally left, the girl wanted a picture with ME, and then hugged me. Mom hugged me to, and then they headed off into the park, while I went into the break room to cry. Two days later, I got a message on my answering machine "Hello! I just wanted to say thank you for meeting Belle, and I love you! thank you!.." They had come back in, to thank me again, and I wasn't there, but my friend, who had heard the whole story, knew my number, and let them call me. 2 years later, I STILL have not erased the message, and I try to remember it on my "bad" days, when I'm not really feelin' the "magic"...
STGRhost
Member
When you spend your day getting yelled at for things that aren't your fault, it's hard to keep things in perspective. That's why I say "I live for these guests", because without them, I would have given up on the whole thing years ago... I like knowing that there really is magic around here as long as you know how to find it.:sohappy: