Losing the Disney way!

[Pinoy_Stitch_84]

Is it just me or do some people at times here behave non-Disney like when on stage?

I'll admit some of my fellow Cast Members get heated with some guests and I've caught myself doing it as well...I do apologize if I've slipped.

When somebody holds up the line either because of a language barrier or whatever reason, I loudly and sincerely apologize to the people behind the problem party. As a result, the problem party feels bad and hurries up. If not, I tell the other people to cut in front of them and ignore them.

Though I speak 2.5 languages (English, a Filipino dialect called Ilocano, and some Spanish), I tell guests that I only speak English. I feel like a toy when some guests play the "I don't speak English, speak [whatever language]" card on me and when I speak that language, they're still speaking English. I speak English again, the play the same card. It hurts when they do that so I just tell them I don't speak, for example, Spanish or Portuguese. I do think those languages are beautiful and essential to learn, like most languages, yet I feel it is an awkward situation when that game is played.

Last, but not least, I work at a ride and whenever a party tells me there are X amount of people in the party, but it turns out there are Y amount of people instead, I become phased. It holds up the line and messes up the amount of people needed in one row. Seriously, after I've reassigned these people who can't count, I say to myself and other cast members, loud enough for the party who can't count to hear, "Wow, some people can't count!"

I try so hard to remind myself that guests do not see me when they see me, they see Disney and I happen to be a face of Disney. Need to focus on the Disney way of doing things so I don't do these things.

[Main Streeter]

Is it just me or do some people at times here behave non-Disney like when on stage?

Think non Disney takes over CMs more than you realize. Most try very hard to hide the fact going on stage with a smile overcomming life's problems which very often overwhelm us. When my brother died in Jan. I was a zombie onstage until granted a leave. We may be Disney CMs but this doesn't guaranty the magic follows us every minute of our shifts. Possibly you might try not pleasing every Spanish speaking guest. This is extremely tiring & usually thankless!! Speak English - your guests will survive. :) As far as speaking loudly to other CMs abt the guests who can't count, forget it! Most of these targeted guests will never believe you are speaking abt them. Me? I can't count? Not me. Save your voice & smile or quietly laugh at them. Keep up your positive attitude for other CMs. We all need positives on stage.

[dizneeluvr]

after working in retail almost 11 years, and before that dealing with the public on the phone, i've come to realize that there is no pleasing most people and that our jobs are often thankless. most people think the rules apply to everyone but them. when something happens to them it's because it's someone else's fault. i used to think, wow, it'd be great to work at disney, and after reading this website, i've come to realize that it's all the same no matter where you work. working w/the public often sucks.
so let me say this to all of you hardworking people at all of the theme parks, the parks that we go to to enjoy ourselves. THANK YOU. i know it's tough to work at times, but all of you do make most of our trips much easier. once again, you all do a great job, and hang in there. THANK YOU once again.

[leftcoaster]

Save your voice & smile or quietly laugh at them. Keep up your positive attitude for other CMs. We all need positives on stage.

And/or save your positive attitude, friendliness, sense of humor, etc for guests that are not SGs, and who don't cause problems.

There is a Disney fan message board that has a forum devoted to "Cast Member Appreciation." Maybe we could sticky the thread here that has been started about "Guests Who Make Your Day?" ;)

[Brayon]

Over here at the DRC, we occasional get our fair share of SGTs. It is also quite possible for us to lose the Disney Magic after 30+ calls in an 8 hour day. I love the fact that Disney allows to hang-up on Guests that are being Abusive, and using explicite language. There are times that I want to just reach through the phone and smack someone for their stupidity.

I almost lost it once with a Guest, but thankfully I pulled it off. After the call was over I did take about a 10 min breather, and a vent sesion with my leader. The situation involved a family coming down on vacation in June of 2006. More specifically during the first weekend of that month, or Gay Days in Orlando, Florida. Now, we all know that Disney does not support Gay Days, and that anyone is allowed to come to our parks as long as they are being respectful.

I get this "lady" that by the tone of her voice, I knew this was going to be bad. She is calling in Irate due to learning from her "Preacher at her Baptist Church that Disney is throwing a large party in Orlando for @#$%ing Homosexuals." ((keeping it clean)) Now in one breath, she told me she was a Christian of the Baptist faith, and that she is a Prejudice, Racist, Bigot as well. I was raised Southern Baptist, so I know a little bit about this lady's faith. I also know that the Baptist Convention is suppose to be boycotting Disney due to our stance on Same-Sex domestic benefits. *chuckles*

Now, this Lady is asking me to cancel her reservation of staying at Disney with her Family. And she is not doing it in a Magical Way. During all this she gets insisting "We should of warned her." I go through our Spiel and stance on Gay Days in Orlando, which is: "Gays Days is a collection of events held in Orlando, during the first weekend of Gay Pride month. These Events are not sponsored by Disney, and we do not advertise them due to such reason."

She becomes even more infuriated, and starts on a personal attack against me. I sit there and listen to it, but I remain quiet until she is done with her venting. After what I think is the time she has calmed down, I proceeded to ask her all the standard cancelation questions. First checking if she wants to reschedule, etc. Which to all this is a firm no, she wants her money back.

This is where it turns from bad to worse. On her vacation package, she did not take insurance, but she does of airfare. Also, canceling a reservation due to being a bigot, is not a valid reason to not be charged cancelation fees. Long story short, the lady was losing about $1,500.00 due to airfare and cancelation penelty. She blew up a second time.

I ended up passing the call to a Guest Service agent that supported my decision. Not sure what happen to the call, but I flet sorry for the CM I had to transfer her to.

[hobie16]

Long story short, the lady was losing about $1,500.00 due to airfare and cancelation penelty.

I bet that was a real religious experience for her. You did good.

[bpgstudios]

In response to Pinoy, Yeah, some of us here have momentary lapses in "Disney Way" but for the most part I think we are all really great CMs. Heck, we love the parks so much that we post on an internet message board about our jobs. Those that have left the company during their tenure here at SGT all seemed to leave on good terms with a respect for the company. Most of us have great attraction pride (Only an iasw CM could love iasw ;) ) And if we all come together on the web to chat about our jobs (both the positive aspects and negative) it means that we really are "all there".

I was reading "brand x" board the other day and there was a thread about CMs not caring about the show. A few CMs (some from this board too I think) chimed in and were accused of not caring about the show as well, or making excuses. Well, all of us are human (except Zazu, who is a hornbill :p: ) and all of us sometimes lapse into momentary "un-disneylike" mode onstage. Is it bad for the guest? Eh. Its not the best. But when we snap back into it, or have a great Guest interaction, we really show our true love for what we do. Most of us knew the pay and hours before hiring in. And yes, sometimes the long 18 hour shifts can drain you. But you know what? I think we all really never lose the Disney way...at least us CMs at SGT.

This thread is dedicated to Indy's :twisted: best friend disneylover, may you rest in pieces... far away from this site. I hear the stockholders meeting is in New Orleans this year... :twisted:

[jjarman]

I also know that the Baptist Convention is suppose to be boycotting Disney due to our stance on Same-Sex domestic benefits.

Actually, the Southern Baptist Convention is no longer boycotting Disney. They rethought that about a year and a half ago. I am Southern Baptist and didn't care what the SBC said. I was going to Disney anyway. There is no governing body of the Baptist church. Each church is independent. The SBC is really just there to set guidelines. Not all churches go by all that they hand down.

I must say that in my last 3 trips to WDW (I've been a total of 6 but don't remember much of the first 3 cause they were so long ago and I didn't pay attention to details that much then either) I have not run into any CM who were grumpy or not at their best. The closest I can recall was a cashier at a gift shop in MK who looked really tired and didn't smile. Other than that the CMs I came across went above and beyond the call of duty. I remember one at POFQ food court in particular. I bought a scoop of butter pecan ice cream and it was absolutely wonderful. I just asked the CM what brand it was not expecting him to know. He didn't but he went back to the freezer for about 5 minutes and found the brand name for me. It was Dryers by the way. Not anything really spectacular but not something you would expect.

[winski]

[quote="leftcoaster"]And/or save your positive attitude, friendliness, sense of humor, etc for guests that are not SGs, and who don't cause problems.

There is a Disney fan message board that has a forum devoted to "Cast Member Appreciation." Maybe we could sticky the thread here that has been started about "Guests Who Make Your Day?" ]

I couldn't agree more! I actually go to the forum that has "Cast Member Appreciation" thread and I ALWAYS post something when I come back from a trip. I have even been one of those guests who have lost my temper with the assistant mgr. when checking in at the resort (and I hated myself for it.) I did call back to that CM and apologized later as that is not typically my personality.

My husband gets upset with me when I talk to CM's and when I look forward to seeing other CM's on return trips as he says I am being silly telling them to have a good day or start a conversation. Needless to say I always ignore him! I am a social worker who enjoys talking to people so he loses in this case! :)

Anyway enough babbling, please keep up the fantastic work as I am one guest who always believes in the magic! :)

(Thanks for letting us post here)! Maybe someday I will be on the other side of this board.

[Pinoy_Stitch_84]

I really appreciate the wonderful comments, which I rarely receive as a Cast Member from guests. During my time at Disney, I have been fortunate to receive, at most, hugs from several guests - the guests who I perform magical moments for.

The best guest I have ever served was a boy named Alex. It was his birthday two days before Christmas and I decided to do a magical moment for him and his parents. He was very appreciative, thankful, and decent. He was also six years old. He was the very first guest to give me a hug and it felt great. I wish there were more guests like Alex.

Sadly, the complaining, rude behaviors, mindless games, and constant mistreatments from some guests will never come to an end. Alex is the person I try to think of whenever I have inappropriate guests at my face. It's as if I met an angel that day.