Unmagical TOT CMs

[draybook]

I think this a bit harsh. It could perhaps be that in a 12 hour shift this is the one instance where they broke character. As long as everyone was loaded into the ride correctly and safely if they don't go the extra mile for one elevator load out of 100 then I can accept that.

Do you not have conversations with people at your job? Do you not ask Joe Bloggs how their weekend was when you get into work on a monday?

Having worked in some jobs which have some mindnumbing repetitive activity, sometimes you need to talk to other people to remain sane.

Yes, I do talk with my employees while they work, however, unlike the CM's my job isn't to interact face to face with the customer. When we do have the occasional hospital reps in our building then no, I don't just stand there leaning and talking with the employees. Then it's all about interacting with the reps and giving them 100% undivided attention.


And I never said they had to act my way because I pay 3k. I said they aren't paid to ignore guests. Maybe you prefer to be ignored and have bad service after shelling out a good amount of money, but I'm sure that most people don't. I don't know about you but I work very hard for my money and I want to get my moneys worth on my trip.

With all of that being said, on our trip there last September we had a great time and never ran into any CM's that weren't dong their jobs well. As a matter of fact we had several that went out of their way to make things fun for us, especially the singing dead civil war guys who walked all the way from the shooting gallery over to us while we were sitting by the Riveroat entrance waiting on the Boo to You parade.

 

[Pseybert]

psh, one of the best bellmen that was working was named patrick.

I hope you're not just saying that!

 

[TheBeatles]

There are times when CMs would break their creepy act. Perhaps they were CPs...

Or full and part timers...

 

[SpaceMtn101]

ALL employees at Disney are called CAST MEMBERS from custodial to food to attractions to photographers.
Just because you pay to get in there does not mean that cast members dont care. Every person is treated the same no matter who they are.
How do u know that something before you got on someone said something funny and they wanted to share it with everyone? Or that someone special was just on the ride and they were talking about?
We are all imperfect and say or do things we are not suppose to do at our jobs.. cast members or not.

They are humans u dont know what the circumstances were and cut them some slack ...
I would love to see you work a long day at Disney deal with ungrateful guests and then tell me what you would do ...

 

[unkadug]

psh, one of the best bellmen that was working was named patrick.

I hope you're not just saying that!

:lookaroun

Did that hit close to home?

:lol:

 

[SeaBreeze]

To add my two cents to this:

I don't mind if CMs are chatting to each other. It's nice to see them having fun and I enjoy some of their banter back and forth. A lot of times they'll include guests and that's always amusing.

That being said, I don't need to hear the latest gossip, or about some party you went to last night, etc. I also don't like seeing guests being neglected but can honestly say that I haven't seen this happen more than once. I've also only had a few encounters with "hm, that's TMI from a CM" so thankfully majority of the CMs are still as magical as always

 

[draybook]

ALL employees at Disney are called CAST MEMBERS from custodial to food to attractions to photographers.
Just because you pay to get in there does not mean that cast members dont care. Every person is treated the same no matter who they are.
How do u know that something before you got on someone said something funny and they wanted to share it with everyone? Or that someone special was just on the ride and they were talking about?
We are all imperfect and say or do things we are not suppose to do at our jobs.. cast members or not.

They are humans u dont know what the circumstances were and cut them some slack ...
I would love to see you work a long day at Disney deal with ungrateful guests and then tell me what you would do ...

Is everyone reading the same original post that I am? These CM's were ignoring guests and not doing their job. There are no "circumstances" that could excuse this. There is no slack to be cut.



And ok, if they were working a 12 hour shift, then hat's off to them. It's not like most of us haven't worked that kind of shift before. Heck, I've got a 70+ hour work week coming up this week because we're doing a building move, that doesn't mean anything. I still have to do my job and we still have to service the customer 100%.

 

[marsrunner]

Is everyone reading the same original post that I am? These CM's were ignoring guests and not doing their job. There are no "circumstances" that could excuse this. There is no slack to be cut.



And ok, if they were working a 12 hour shift, then hat's off to them. It's not like most of us haven't worked that kind of shift before. Heck, I've got a 70+ hour work week coming up this week because we're doing a building move, that doesn't mean anything. I still have to do my job and we still have to service the customer 100%.

Apparently we aren't reading the same quote. The OP said:

Just returned from my trip this week and have to say most of the Tower of Terror CMs were great. We had a few first-timers in our party, and they were very impressed (not to mention freaked out :lookaroun) by the acting of these CMs. I have always enjoyed this as it really helps set the tone of the attraction.

However, there were a few who really really irritated me. Towards the end of the night, two or three female CMs who board you into the elevators were standing around in a circle just chit-chatting and laughing, barely acknowledging the guests besides to let them in the ride or to check the seatbelts...no creepy grin or stare...not even a change in tone of voice...needless to say this left us all feeling very annoyed

Has anyone else had any similar experiences?

That reads to me like during most of his trips through the ToT, the CMs were doing what he/she expected, e.g. being creepy and paying lots of attention to the guests. However, during one visit towards the end of the night they were "barely acknowledging the guests besides to let them in the ride or to check the seatbelts...no creepy grin or stare...not even a change in tone of voice". That is not the same thing as ignoring guests and not doing thier job. Thier job is to see that everyone is loaded onto the elevators safely and in a timely manner. Anything else is adding that something extra. Now, that's nice, and CMs should strive to go the extra mile all the time, but that's just not realistic. They are people, not machines.

Now, if this was a constant condition with these particular CMs or they weren't doing their job of loading the elevators, then that's a different story. That's not what was stated, however.

 

[tiggerzgirl83]

I never seen rude/poor CMs on TOT but my favorite CM that worked there was TJ...He was the best, you can see him on the Disney Vacation DVDs I did run into one rude after I got off Test Track though, that lady was so lucky we were in Disney (the happiest place on earth) or she would have been picking up her teeth...LOL j/K

 

[Slipknot]

... but my favorite CM that worked there was TJ...He was the best..

He still is, he just doesn't work weekends (Fri - Sun).

 

[tiggerzgirl83]

He still is, he just doesn't work weekends (Fri - Sun).

AAWW thanks, ill be looking for him then when I go in 89 days!!! Thats awsome :sohappy:

 

[slacker]

I hope you're not just saying that!

Absolutely not.

 

[draybook]

Apparently we aren't reading the same quote. The OP said:



That reads to me like during most of his trips through the ToT, the CMs were doing what he/she expected, e.g. being creepy and paying lots of attention to the guests. However, during one visit towards the end of the night they were "barely acknowledging the guests besides to let them in the ride or to check the seatbelts...no creepy grin or stare...not even a change in tone of voice". That is not the same thing as ignoring guests and not doing thier job. Thier job is to see that everyone is loaded onto the elevators safely and in a timely manner. Anything else is adding that something extra. Now, that's nice, and CMs should strive to go the extra mile all the time, but that's just not realistic. They are people, not machines.

Now, if this was a constant condition with these particular CMs or they weren't doing their job of loading the elevators, then that's a different story. That's not what was stated, however.

I stand corrected on the ignoring part then. With that said, "barely acknowledging guests" is a passable experience in your book?

"They are people, not machines."

What does this have to do with paying more attention to the guests? I'm not knocking the wonderful people that work at WDW but standing there letting people onto a ride and checking their seatbelts isn't the most stressful or physically demanding job on the planet. I really don't see how this can be excused by anyone. Their job is not to stand around talking to each other. Seriously, are we going to have to bring the Webster's definition of "job" into this thread?

Now granted, I don't expect CM's to be doing the whole presidential hand shake and smile routine with everyone that comes through, but they should in no way be standing together in a circle talking and "barely acknowledging" guests. If you were a WDW executive, would you be happy if you walked in and saw this happening? Better yet, do you enjoy paying for a vacation only to be "barely acknowledged" by the people where you're vacationing at?


Now, before I get anyone else confused about my personal feelings on the matter I must say one thing. I LOVED our trip this last September and the CM's there were spectacular. If I didn't love the Disney experience I wouldn't be going back. My feelings on slackers at work covers any workplace, not just Disney. However, I'm just making my opinion known about the OP's experience.

 

[Jorden]

I think sometimes people expect too much out of CMs. I've expereicned greater highs and lows as a CM than I have at any other job. It's not an easy thing to do.

eta: This post is not aimed at any one specific poster in this thread or otherwise. Just my general thoughts on the general subject.

 

[mousefanwhat?]

Now granted, I don't expect CM's to be doing the whole presidential hand shake and smile routine with everyone that comes through, but they should in no way be standing together in a circle talking and "barely acknowledging" guests. If you were a WDW executive, would you be happy if you walked in and saw this happening? Better yet, do you enjoy paying for a vacation only to be "barely acknowledged" by the people where you're vacationing at?


QUOTE]

I have to agree....when did it become wrong to expect people to do the job they are paid for?

As I stated before, I don't expect CMs to be in character 100% of the time, nor do I mind them having a conversation, having fun and including the guests. My personaly experience was waiting in line for thunder mountain. The CMs were fighting amongst themselves and more focused on that than the guests. There were some curse words flying around and bad attitudes. We go to disney often enough to know the drill, so we got ourselves on the platform and in the right stalls...shouldn't be that way. The CM's are paid to be a huge part of guest relations.

I rarely encounter such a thing. 99% of the time the CMs are fabulous and hard working...a group of bad apples is what we happened to get that day. With that said, if you are paid to do a job, then do it to the best of your ability...that's what I was taught. Maybe I'm old school.

 

[mastif]

Seriously if you think those cm's are bad, you must not have been to the world showcase. Most of those CM's from certain countries(which i won't mention) need to go through traditions again and this time in their own language becuase they don't seem to get they need to leave their attitude and step down from their high horse backstage.

 

[dreamfinder]

Not being able to comment on the particular instance of CM's interactions, but wasn't ToT one of the more in demand attractions positions? Akin to HM or JC? I always thought that it was one role that was fairly contested so that they had some leeway about hiring only those who wanted to be there. In which case, couldn't/shouldn't CM's who don't seem to want to fulfill the role expected of them on a regular basis be rotated out to a different attraction?

 

[AshaNeOmah]

I'm going to go on the side of giving these CMs a break. For the people who expect 110% on a 12 hour shift, it just isn't doable. Even tough on a 8-10 hour shift. You mind needs break from the regiment.

If the CMs weren't being rude or ignoring the needs of their guests then they were doing their job. It is up to the employees to ensure you have an enjoyable time. It is not up to them that every single detail you expect is fulfilled every moment of your visit.

My wife and I visited for our anniversary a few years back. With our anniversary buttons a number of restaurants gave us free desserts. When I return for next year's anniversary I will not expect the same freebies at the same restaurants. It is a great perk and I really enjoy when it is given, but I understand that it cannot a constant event.

Onto my soap box...

As for the younger generation thing, lay off it. I'm nearly 25 and have been working part time since I was 14 and full time since I was 18. Along with school and marriage, more is expected of teens/young adults today than ever before. If you want to be considered 'successful', you are expected to have our Bachelor's degree by 22/23 and a Master's two to three years later. We cram more and more curriculum into our schools and are disappointed when students can't cut it. My parents graduated high school with math credits in Algebra II and Trig. To be college ready, I took AP BC Calculus and Advanced Physics.

The thing is, though, I don't want or need the special treatment that my generation thinks we 'deserve'. If indeed we actually think that...

Ok. Off my soap box.

If you were a WDW executive, would you be happy if you walked in and saw this happening?

If I were a WDW executive, I would fight for no 12 hour shifts so this situation could be avoided.

 

[fosse76]

Yes, I do talk with my employees while they work, however, unlike the CM's my job isn't to interact face to face with the customer. When we do have the occasional hospital reps in our building then no, I don't just stand there leaning and talking with the employees. Then it's all about interacting with the reps and giving them 100% undivided attention.


And I never said they had to act my way because I pay 3k. I said they aren't paid to ignore guests. Maybe you prefer to be ignored and have bad service after shelling out a good amount of money, but I'm sure that most people don't. I don't know about you but I work very hard for my money and I want to get my moneys worth on my trip.

With all of that being said, on our trip there last September we had a great time and never ran into any CM's that weren't dong their jobs well. As a matter of fact we had several that went out of their way to make things fun for us, especially the singing dead civil war guys who walked all the way from the shooting gallery over to us while we were sitting by the Riveroat entrance waiting on the Boo to You parade.

Seriously, you need to get a life. Is talking about a party that happened over the weekend appropriate talk? No. But CMs (or anyone in customer service) are not robots and can't be expected to "perform" flawlessly every day, and as someone else mentioned, there must be some latitude to break from the monotany of the job. If you think CMs are unprofessional, you should hear the stories of broadway actors and what they do during a show! Or they tell each other jokes, or make obscene gestures that only they can see...all to break the monotany. And it's rather ignorant to state that the CMs are ignoring guests by simply not "acting" the part. While it makes the attraction more fun and authentic, it isn't the end of the world if the CM isn't acting the part.

 

[draybook]

Ok, so those people that are talking about 12 hour shifts please tell me one thing. Exactly what is so physically demanding about standing at the ride and ensuring that the seat belts are in place? If you really think that this is demanding then I feel sorry for you if you ever step into a physical job.


Free desserts is a perk. Paying attention to guests is not. It's their job.

Who was it that was the CM here? I'd like to see a copy of the handbook for CM's or for that particular attraction. If it says in the handbook that standing in a circle and talking to other CM's is acceptable then I'd gladly concede this argument.

Oh, and I have a life. I manage a loading team at a medical supply warehouse. It's usually about 105 on the heat index in there during the summer and we normally work 10 hours a night. We spend all night consolidating products on pallets and then wrapping them and loading them into trailers. I'm the team lead and I physically don't work like my loaders do yet I come home soaked in sweat. Guess what, my guys don't stand around talking, they work. It's called a job, if you can't or won't do it then find something else to do. I have no sympathy for people that want to make excuses as to why they cut corners.