Why All the Vitriol Against Disney?

[Daniel Brown]

Is Disney still great? Yes. Is it still one of the best vacation spots in America? Definitely. Is it as good as it used to be? Sadly, no.

I think this is exactly the heart of the problem. It's not anger so much at one thing; it's the feeling that the powers that be just don't care as much as they used to about making it the best. I think anyone rational knows it's going to change, but our last trip was the first time I dealt with a pretty poor cast member.

Nothing can be perfect, and realistically - it's difficult to duplicate that "one" trip in a million like your first time for many, but it doesn't have to slide.

 

[MrWarners14]

This probably deserves it's own thread but I see that as the main problem. The short staffing and over crowding to squeeze out some cash has a negative effect on the cast members who have to deal with the problem. This in turns makes the cast members less than "magical". It taxes and wears on them. What you are left with is lower customer service and quality.

The biggest asset of Disney IMO has never been the rides but the happy, magical atmosphere that is created by the "happy" cast members and that in turn is infectious to the crowds. Walt Disney understood this.
You take away that and then there's nothing to differentiate it from Six Flags or other regional parks. The magical, happy atmosphere is what has always given Disney an edge over everyone else.

The mistake Disney is making is thinking that the rides and lands at Universal (through Harry Potter) are what has elevated Universal. What has made Universal popular is that Harry Potter captures that same happy, "magical" feeling that Universal always lacked.

Any new ride or area will have an initial draw but what will keep people coming back is that customer service, "magic' and quality. You can't do that when you cut corners, make it obvious you are pinching every dollar, and lower the morale of the cast members through over crowding and short staffing.

Something I admire about the parks is the cast members who do provide great experiences for guests, especially for people who have suffered through tough times. Hearing stories on Reddit and TV Tropes about cast members being generally considerate of the guests is a sweet thing to read. Sure, the rides and merchandise are cool but the service is really something special that leaves me feeling warm and fuzzy.

That said, that is a shame to hear the service has toppled a bit due to cast members being stressed and the unbearably large crowds with little staffing on certain days. I do hope things get better for them just as much as I hope Disney's policies improve. It's sad to see them suffer. Let's at least try and brighten their day too.

 

[wdisney9000]

Or it also could be from someone with unrealistic expectations that think the world revolves around them, are rude and nasty toward a CM and then wonder why that person didn't just fall all over themselves to make them happy. Many things change in life, but, one that I don't think ever will is... What goes around, comes around! Karma can be a nasty thing. To bad people don't have the intellectual level to figure that out. They subscribe to the theory that the squeaky wheel gets the grease and forgetting that many of them get cut up and thrown in the fire.

While I do not personally subscribe to karma, (i prefer fate), I think the attitudes go both ways. Have I seen and had bad experiences with CM's? Yes. But the amount of completely rude guests giving a CM a hard time outweighs rude or unmagical CM's by far. And what is ironic is the fact if you have a problem and report it to a CM in a polite fashion, you will often get something in return for your troubles. Not always, but often. Most people expect a free meal or Disney git card if their food takes a few extra minutes to come out so they think that screaming at the manager will get them a free week stay in the Presidential suite at Grand Floridian.

 

[eliza61nyc]

Something I admire about the parks is the cast members who do provide great experiences for guests, especially for people who have suffered through tough times. Hearing stories on Reddit and TV Tropes about cast members being generally considerate of the guests is a sweet thing to read. Sure, the rides and merchandise are cool but the service is really something special that leaves me feeling warm and fuzzy.

That said, that is a shame to hear the service has toppled a bit due to cast members being stressed and the unbearably large crowds with little staffing on certain days. I do hope things get better for them just as much as I hope Disney's policies improve. It's sad to see them suffer. Let's at least try and brighten their day too.

Great post MrWarner.

My senior year in HS I got a job at Macy's on 34st in NYC. I swore by all that was holy that I would do well in school so I would never ever have to work with John q. public. people here complain about CM's not making their day?? lol my neighbors kid worked at the Contemporary for 3 years, the stories she tells about "guest" is enough to make you cry.

I use to think when I retired I would love a p/t job at disneyworld but I'd be fired the nanosecond I had to put up with some crappy guest. aawh hell nawh. I saw one guest curse out the cm at Tony's town square because she couldn't get seated and she did not know about making reservations in advance. called the cm an "illegal mexican" poor woman looked like she wanted to cry. see I would have had a assault charge on me after the dust cleared.

 

[MinnieWaffles]

Haha, i'd love for people to experience UK theme parks. they won't be moaning after that!!!

Wasp infested tips!!!

Not to mention, lukewarm greasy burgers served by someone who hasn't washed their hands after visiting the facilities and rollercoasters held together by duct tape!!

 

[mergatroid]

Not to mention, lukewarm greasy burgers served by someone who hasn't washed their hands after visiting the facilities and rollercoasters held together by duct tape!!

"Would sir like some ketchup to go along with the urine on his burger?"

 

[jloucks]

But these boards didn't used to be like that. There used to be tremendous enthusiasm and excitement for whatever Disney was doing next. Many of us have become jaded and cynical, in part because Disney has let us down in recent years and in part because we've become grumpy and negative over how things have changed. I still have hope that the new attractions (Star Wars, Avatar, Toy Story, etc) will signal a new era of excitement for the parks and maybe when those areas are built I will start to visit more regularly again. We'll see.

Maybe not as bad, but there was always grousing. You got me curious so I poked around in 2001-2003 posts. Yep, people critiquing stuff like the 20,000 Leagues closure. I almost necroposted to that one. ...but then people would complain.

 

[ScarletBegonias]

I have to agree. I tend to stay away from the General Discussion because it brings me down a little bit. I stay within the Trip Reports section. My last trip was almost 2 years ago and i'm getting really excited about visiting again. Then I come here and everyone is complaining.. it was like this before my last trip and I had a wonderful time and it was then that I realized the constant negative talk was clouding my perception.

Disney changes, sure! And some of those changes aren't always awesome, but I embrace it. Disney to me is still magical, and exciting which is why I go whenever I can.

That being said, I don't care if people complain, I just remove myself from the equation most of the time by only visiting certain parts of the forums.

 

[Daniel Brown]

While I do not personally subscribe to karma, (i prefer fate), I think the attitudes go both ways. Have I seen and had bad experiences with CM's? Yes. But the amount of completely rude guests giving a CM a hard time outweighs rude or unmagical CM's by far. And what is ironic is the fact if you have a problem and report it to a CM in a polite fashion, you will often get something in return for your troubles. Not always, but often. Most people expect a free meal or Disney git card if their food takes a few extra minutes to come out so they think that screaming at the manager will get them a free week stay in the Presidential suite at Grand Floridian.

I think my prior comment above and this quoted one sort of hit the nut of the problem which is that people are just pretty terrible right now, so the same terrible people screaming at a CM are themselves CM's. I am not sure any amount of training can overcome the trophy kids' expectations of perfect nor the wicked sense of entitlement society seems to have on the whole. Add to that? The smug sense of "Listen, I paid x $$ for this trip so.. do what I say" (Actually heard that in MK at a store) and it's a volatile cocktail of what I think we're all experiencing and observing in the parks and resorts and describing here.

It doesn't mean it's not still wonderful, but Disney must be struggling under the weight of this. Can Dis improve? Definitely. Do I think some of their recent complacency was punched in the face by Harry Potter at US? You bet. At the core though, negative people are a key part.

 

[kybred72]

The money pinching, cash grabbing and short staffing and overcrowdness along with devaluing the annual pass and single day tickets has created a toxic atmosphere. People didn't come here to spend a fortune to wait in line all day. So the customers take it out on the CMs which lowers morale and make the CMs testy.

CMs have been called "child dream killers", etc.

But a lot of this has been created by the current regime of Disney.

Overworked, low morale... I'd love to know what their turnover rate is; especially for CMs in the parks and resorts who have to deal with testy, needy, entitled guests. I'll have to Google it.

 

[SourcererMark79]

I saw one guest curse out the cm at Tony's town square because she couldn't get seated and she did not know about making reservations in advance.

That guest was lucky to not to have eaten at Tony's.