Kicking ass, and taking names.

[undead cm]

I was at Disneyland this week with the family, standing in line allmost to the get on the ride point. When some dickhead in front of me starts badmouthing the CM, long line, hot day, BLAH, BLAH. The CM doing thier job, insisted that the guest get on the ride, that he was holding up the line. Said in a professional manner,even after being subjected to the dickheads, excuse me guest verbal abuse. Durning the ride him and his wife are talking about going to city hall to file a complaint. I was assuming he meant on the CM. If he did file a complaint, what would happen to the CM, even if the CM was totally innocent? After reading all of this I have a pretty good ideal. Is it that bad sometimes? If you were giving complete control of the park, what would make working conditions better there? To where you could call it entertaining the guest. How would you kick ass, and take names?

[darph nader]

I'm sure they(city hall)take complaints with a grain of salt. Unless the CM is a total F.U. The sad part is 'some' guests would bitch if hung with a new rope.

btw, i did'nt do so well in english grammer either.

[FantasmicBumbleBee]

Well, depending on the severity of the complaint (and the perceived truth) then that is the determing factor of what happens to the CM. Most complaints are taken by the wonderful Plaid people and "noted". A lot of complaints are from people that just want to flame off their frustrations.

Unfortunately, they are mad at the wrong person for all the wrong reasons. Heck as a CM, if you sneezed in the wrong direction, a guest would send a concern to city hall. Then they would call the manager in charge of where the CM works and let the manager decide. Usually the CM hears nothing of the concern because they know that a lot of people are unhappy with the lines and complain to easily. However, if it is habitual, then the CM will be warned. Then if it continues happening, the CM will be giving more of a punishment. Usually at this point it stops. It is very rare that a CM is fired due to a concern though.

Hopefully that helped answer your question.

[PirateJohn]

I've had one guest complaint that I know of. The lead, followed by the manager, basically pulled me aside and asked me what happened. When I told them -- truthfully -- what had happened, they sided with me, and when I later checked my record for another reason, I noticed that the guest complaint wasn't even recorded.

[undead cm]

I wouldnt last a day as a CM, I would get in trouble for throwing someone in the water in front of the boat for insisting to ride up front rudely, or telling someone sorry we cant put your fat smelly ass in the front of the boat, it will bottom out, and the park sells breath mints at numerous locations inside the park, here you want a tic tac?

[Monorail Black]

A lot of the complaints don't go anywhere - especially if they're from people obviously out of their mind or trying to scam some free comps by complaining. I had a few times where somebody had filed a complaint about me, but they were always dropped. Not only did the guest's complaint not make sense, especially in reference to me, but you can always tell they're lying when they start embellishing their stories if a sup calls them back about it. I had one guy who got mad that we asked him to fold his stroller up before boarding the monorail and since he waited until the monorail arrived, the other people in his gate all got on before he did. So by the next day, his story was that another CM and I had cussed him and his wife out and that I pushed his pregnant wife on the train and the other CM told them to just be quiet and leave already.

The sup obviously realized this guy was going off the deep end and dismissed the whole complaint, saying "I think he was having a Vietnam flashback or something."

[AlpineDL]

Both in my short stint at DL (started last month) and at the crappy, Six Flags equivalent park I used to work at for several years, just about every lead and manager knows that their workers were probably right and they just absorb the guest's crap, the guest leaves satisfied that they got to bitch to someone with more authority, and the original CM doesn't hear any more of it unless the lead winds up spreading the story for laughs later. If an employee actually did something wrong it's usually really clear.

I don't take crap from rude guests, and most folks don't. You just have to be mildly tactful and make sure you're doing the right thing in the eyes of the other guests around. Chances are if you're enforcing park rules, they other guests will be happy with your actions and totally support you if it comes to a supervisor or security arriving. Same goes if someone is a complete nut or violent.

The best though, is when other guests make fun of asshole guests and do the things you wish you could do. :)