World Class Customer Service

[Californian Elitist]

Then you and the Cast Member have something in common!

Kewl!

 

[Sir_Cliff]

And I am stunned that people think the CM acted appropriately by snatching someone's engagement ring out of their hands. But, here we are...

I don't know how many good alternatives there were and you're also dealing with someone having to respond quickly to a difficult situation. Was he supposed to get up there and start yelling at them until they got down, stand between them to stop the proposal, or just stand back and let them do whatever they wanted in an off-limits area in front of thousands of people and many hundreds of thousands or even millions more when it went viral? Very easy to judge just watching the video, and I honestly think he handled it a lot more deftly and politely than most would have in the same situation.

The only people acting entirely inappropriately in this video were the ones who decided to climb over the fence and onto the stage for their proposal.

 

[Sir_Cliff]

Then you and the Cast Member have something in common!

I'd rather share more in common with the Cast Member than with the people who jumped the fence for their proposal.

 

[Andrew C]

I don't know how many good alternatives there were and you're also dealing with someone having to respond quickly to a difficult situation.

Doing everything the same except snatching away the ring would have been 100 times better. So we can start there.

If you think handling it politely involves taking away an item out of someone’s hands that is potentially thousands of dollars, I don’t know what else to say.

 

[Disney Analyst]

All I know is people were going to criticize the CM no matter what he did.

 

[Andrew C]

All I know is people were going to criticize the CM no matter what he did.

First, you know more than that. Second. He made it a lot easier with at least one inappropriate action.

 

[Andrew C]

Walk straight up to them and say, “Excuse me. I hate to break this up but you cannot be up here. This area is roped off and off limits to guests. For your safety let me escort you out this way, please.”

There. An uncomplicated alternative that is more polite and doesn’t involve snatching personal possessions. Geeeeezzz.

 

[FutureCEO]

Sorry, no supervisor, no lead, NO CM has a right to snatch a diamond engagement ring out of a guest’s hand. I’m still not convinced this scene is legit to begin with.
With that said, the guest was wrong for standing in that area, but I couldn’t see that happening in Orlando. From what I’ve witnessed, CM’s tend to be very professional which is another reason I think it’s a setup.

Probably a video to get more likes on Tik Tok

 

[Disney Analyst]

First, you know more than that. Second. He made it a lot easier with at least one inappropriate action.

Maybe it truly is all I know

 

[Andrew C]

Maybe it truly is all I know

Nah. You’re smart…for a Canadian.

 

[Disney Analyst]

Nah. You’re smart…for a Canadian.

I'm going to let that slide, this time. But be warned, the beavers and geese are on alert.

 

[celluloid]

I'd rather share more in common with the Cast Member than with the people who jumped the fence for their proposal.

I don't know if they jumped the fence? Was that revealed. Do you think how they did it had bearing on how the CM reacted?

 

[Sir_Cliff]

Walk straight up to them and say, “Excuse me. I hate to break this up but you cannot be up here. This area is roped off and off limits to guests. For your safety let me escort you out this way, please.”

There. An uncomplicated alternative that is more polite and doesn’t involve snatching personal possessions. Geeeeezzz.

But that is exactly the scenario you imagine sitting at home watching a video on your computer. The CM is in the middle of their shift in a busy theme park, sees two people in an area where pyrotechnics are staged about to propose in front of a crowd of onlookers, and has to make a snap judgment. Jumping up, grabbing the ring, and leading them off as quickly as possible may not look the best on a replay, but I really don't think that's a bad response from a CM in that scenario. He could have just pretended he didn't see it at all.

 

[celluloid]

But that is exactly the scenario you imagine sitting at home watching a video on your computer. The CM is in the middle of their shift in a busy theme park, sees two people in an area where pyrotechnics are staged about to propose in front of a crowd of onlookers, and has to make a snap judgment. Jumping up, grabbing the ring, and leading them off as quickly as possible may not look the best on a replay, but I really don't think that's a bad response from a CM in that scenario. He could have just pretended he didn't see it at all.

A Pyrotechnition is the only person who can launch those. So let's stop using the fact that there may be pyro loaded in the stage as immediate danger.
Fun fact, they were one of the few professionals in stage show business who can tell the stage manager no. If the conditions is not safe the pyrotech will say no to the cue.
Second, and the bigger picture either way, jf the emotional stress of the situation is going to justify running and leaving the scene without the potential casualties of the accident you are claiming that person is supposed to be protecting, then there is no argument.

 

[Andrew C]

But that is exactly the scenario you imagine sitting at home watching a video on your computer. The CM is in the middle of their shift in a busy theme park, sees two people in an area where pyrotechnics are staged about to propose in front of a crowd of onlookers, and has to make a snap judgment. Jumping up, grabbing the ring, and leading them off as quickly as possible may not look the best on a replay, but I really don't think that's a bad response from a CM in that scenario. He could have just pretended he didn't see it at all.

It’s a horrible response. And Disney agrees. Basic customer service. If he can’t handle that situation better, there is a problem. If your snap judgment is to grab someone’s stuff, you need to be retrained. Learn from mistakes. No need for anyone to excuse them.

 

[Sir_Cliff]

A Pyrotechnition is the only person who can launch those. So let's stop using the fact that there may be pyro.loaded in the stage as immediate danger.
Fun fact, they were one of the few professionals in stage show business who can tell the stage manager no.
Second, and the bigger picture either way, jf the emotional stress of the situation is going to justify running and leaving the scene without the potential casualties of the accident you are claiming that person is supposed to be protecting, then there is no argument.

I kind of think all of this is beside the point. Even if they weren't in imminent danger, they were in a place they clearly shouldn't have been. If you've been to DLP, it's a very prominent position and a place that non-CMs are obviously not supposed to be. Would people really expect a CM to walk over calmly and have a casual chat with a couple who jumped onto the stage in front of Cinderella Castle to propose?

I don't know, to me this smacks of entitlement mentality to the extreme.

 

[Tom P.]

I kind of think all of this is beside the point. Even if they weren't in imminent danger, they were in a place they clearly shouldn't have been. If you've been to DLP, it's a very prominent position and a place that non-CMs are obviously not supposed to be. Would people really expect a CM to walk over calmly and have a casual chat with a couple who jumped onto the stage in front of Cinderella Castle to propose?

Well, I think most people would agree that there is a big difference in warranted response between "imminent danger" and "somewhere you shouldn't be." Regardless, I don't think the response was appropriate in either circumstance, but what is appropriate for the cast member does change if there is an immediate threat of bodily harm to a guest vs. someone just going somewhere they shouldn't be.

 

[Disney Analyst]

A Pyrotechnition is the only person who can launch those. So let's stop using the fact that there may be pyro loaded in the stage as immediate danger.
Fun fact, they were one of the few professionals in stage show business who can tell the stage manager no. If the conditions is not safe the pyrotech will say no to the cue.
Second, and the bigger picture either way, jf the emotional stress of the situation is going to justify running and leaving the scene without the potential casualties of the accident you are claiming that person is supposed to be protecting, then there is no argument.

There are very strict rules and regulations when it comes to live pyro used on stage.

As an example, after a show is finished on Broadway, like Phantom, the crew has to mark and cover each space pyro lives on the stage with a little warning cone, even if not loaded.

The real issue is if Pyro is set, and a guest accidentally (or purposefully) messed with it, it could be dangerous to the cast later.

Again, it's easy to look at this in hindsight, but in the moment, with adrenaline rushing, I can see why the CM did what they did, even if there were better options.

 

[mightynine]

You know, maybe you wouldn't be putting an expensive item at risk like an engagement ring if you don't go into an area you're not supposed to.

But somehow, the cast member is at fault for a split second decision towards people who decide the rules shouldn't apply to them.

 

[celluloid]

There are very strict rules and regulations when it comes to live pyro used on stage.

As an example, after a show is finished on Broadway, like Phantom, the crew has to mark and cover each space pyro lives on the stage with a little warning cone, even if not loaded.

The real issue is if Pyro is set, and a guest accidentally (or purposefully) messed with it, it could be dangerous to the cast later.

Again, it's easy to look at this in hindsight, but in the moment, with adrenaline rushing, I can see why the CM did what they did, even if there were better options.

This is true, but the pyro tech has eyes on it at all times once is loaded. They can't leave a loaded stage unattended. (Without a visual on)That is the reason why. That is the safety training of a tech. It's not fun, but a best failsafe.

This is what people are saying so you agree with most on here. The intentions of the CM are not agregious. How he did it would be a good reflection. It does not have to just be the other extreme.