Stupid Guest Tricks

So I'm at the Launch Ticket Position at work. My job is to hand every guest who wants to ride the Mission:SPACE attraction a "Launch TIcket", which is actually a waiver of sorts in disguise. It's raining, as it does in Florida (hence the nickname "The Sunshine State") and as usual, everyone has to get in some sort of shelter for fear of melting or something... So both Lauch Ticket positions have to find shelter as to not give out wet tickets, 'cause let's face it, they don't hold up well in water.

So, the rain starts POURING and everybody's hugging the left side wall leading to the main recruiting area (the big red ball, or "Mars") to stay out of the rain. That line is cleared in a few minutes and by this point, everyone has found some sort of cover from the downpour. I'm still handing out tickets to the few stragglers out there and here comes a man with a stoller, running up to Mars.

Enter the idiot.

As soon as the man arrives inside with family in tow (wife and 3 kids), the second Launch Ticket position informs the man that the stoller parking area is back down in front of the marquee and asks which version of the ride he wishes to ride. That info was said out of instinct, because usually, stollers aren't allowed in past the marquee anyway (and we STILL haven't found an effective way to handle rain crowds), and the question was asked to prevent the man, if he suddenly decided, "Hell, I'll go on the ride anyway," he wouldn't have snuck past us into the queue without one and find out that he NEEDS one to board the ride in the first place and accuse us of never telling him that in the first place.

Well, apparently, them's fightin' words, as he immediately gets into Launch Ticket 2's face, telling him he needs to get out of the rain. Well, duh. I step in to try to stop this from becoming a worst-case-scenario-way-too-over-the-top-dramatic-scene, asking the guest to try to be calm and "There's no need to get snippy". Oops. Now the guy wheels around to me and exclaims, "Who's getting snippy?! I've been outside for five minutes and you don't have enough common sense to tell me to get out of the rain!!"

............................ Do what now?

Let's go back to that last sentence:
"--You don't have enough common sense to tell me to get out of the rain!!"

................. That's it. The apocalypse is here. I have the pinnacle of ignorance, stupidity, and irresponsibility standing in front of me-- Correction: at this point he's already advanced on me, roughly dragging one of his kids to his side to let me have a good look at her to see her crying. Ah, nothing like using your kids for leverage. Though, come to think of it, I think she and the rest of her siblings were crying mainly because of their father's flaring temper...

Upon being threatened-- and I do believe I was, concidering the way he was behaving-- I immediately backed off, raising my hands in the traditional "I come in peace" fashion (or the "DON'T KILL ME" fashion). I look around and notice that every person in the area had noticed what in the world was going on, and it was hard not to, and were watching intently, either thinking "What's his problem?", "What's he going to do now?", or just, "What?!" At that point, I wanted to at least talk some sense into this idiot, to get him to think and calm down.

"Alright, hang on a second--"

"NO!" Was the only response I remember, due to the fact my temper was starting to flare up. This is a bad thing, 'cause I'm like a dormant volcano: Peaceful most of the time, untill that one moment...

No. No chance in hell. Logic is oblivious to him.

Thank god Green Team Recruter intervened at that moment. I was already visibly shaking because I don't take well to threats, in any way they come. Thinking this is the perfect time to let my coordinator in on this, I proceed to the ride phone which connects to "Mission Control", or the person who monitors the ride systems and is the center of communications in the building, pick it up, asking Mission Control for the coordinator to come to Recruiter because of a "hostile" guest situation.... Not sure why I said "hostile", but at the moment, it seemed fitting.

Whether it was the terms I used to describe what was going on, or the fact that Mission Control could actually hear the man screaming from 25 feet away from the phone, he got right on it. I turn to see the idiot already leaving, I think it was because I was on the phone and knew that he was in trouble. Still shaking a bit, I ask a Cast Member who's tasking to take my position while I collect myself backstage.

Aaron the Wanderer wrote: Well, duh. I step in to try to stop this from becoming a worst-case-scenario-way-too-over-the-top-dramatic-scene, asking the guest to try to be calm and "There's no need to get snippy". Oops. Now the guy wheels around to me and exclaims, "Who's getting snippy?! I've been outside for five minutes and you don't have enough common sense to tell me to get out of the rain!!"

Only issue I see on your side was using the word "snippy" That was like adding fuel to the fire. This is one of those guests who just looks to be confrontational. All you can do is smile and ask the guest if they would like to talk to a coordinator or manager.

We had a similar situation at Everest last weekend where we were out of FP's (not unusual). Had a guest get into a CM's face about where does it say that only a limited number of FP's are given out. Even with the manager present, saying that yes maybe we should be a little clearer in discribing FP in our park guides and apologizing, the guest continued to be beligerent. Manager finally suggested that the CM to just not answer the guest because it would have just continued. :duh:

Guilty. I do admit I could have handled that better.

You need to learn to see things from other peoples' points of view.

This guest you dealt with is alway right, looking for a fight and nothing you say or do will make them happy. You insulted him by telling him to calm down and by telling him he was "snippy" as fault finding in him only made things worse. Now you are wrong for the remark, for butting into his conversation with operator 2, and for delaying his providing shelter for his family who will die soon if they are not sheltered.

There are long stories behind these people like stress, illness, drugs, alcohol, poor parenting, abuse as a child, poor socialization. The best thing to do is talk it out here in a forum to get advice and learn to watch for the warning signs. I have learned much about me and people in general from a year of lurking here, muahaha. Like to see stuff from their point of view not yours.

Hugs by the canoe load to you.
Churchy

I agree with Chruchy. I was in a situation where a guest got beligerant and the end result of said situation go me completely shaken for the rest of the night (Which my lead knew it was bad and knows that very little gets to me now). I think the situation could have been defused if a certain CM had let me swim instead of trying to save me.

Word of the wise don't step in till the CM is on the verge of drowning. Part of the time the guest feels ganged up on when another CM gets involved. Let the CM handle till A the wave for your help or B looks like they need it. Other then that and the use of Snippy I think you did pretty good. Just relax shrug most things off, I know its hard but I believe as another threat mentioned. Karma will get them in the end.

Also I forgot something important. One CM needs to handle the guest whether it is a language problem, disability, confusion, dim wits, cultural problems, or beligerent, rude or disruptive guest. The other CMs need to cover the first person's job as in your case handing out fast passes. They also need to keep the crowd controlled so that the crowd does not get into a frenzy. Crowds will sometimes jump on the band wagon while not knowing what is going and the scene can get ugly.

Your job was to hand out fast passes and to make sure the people seeing the beligerent guest will not think the guest is being mistreated or denied services. Your job was to make sure crowds did not form.

I have seen worse and I heard someone say the truth that I was once pretty bad. You did well in diffusiing the situation.

One time while I was working the Calico Railroad, the lady who usually ran the Lost Child Center next to the depot told me of a really bizarre guest accusation. I don't recall what started it, but a guest apparently asked this lady a question, and for some reason decided that the LCC lady had been rude. So the guest either demanded to speak to the supervisor, or they flagged down a security guard, and began laying some really wierd stuff about what the LCC lady did. The capper? The guest claimed that the LCC lady had chased them down the midway! Problem was, the LCC lady has a mobility impairment, walks with the aid of a cane, and is very large to boot. Never mind that she can't leave the LCC unattended! I would've liked to have seen that guest try to prove that accusation! Psychos shouldn't be allowed to enter theme parks--just think how that would decrease the crowds, and speed up the lines! :D: :twisted:

felinefan wrote:One time while I was working the Calico Railroad, the lady who usually ran the Lost Child Center next to the depot told me of a really bizarre guest accusation. I don't recall what started it, but a guest apparently asked this lady a question, and for some reason decided that the LCC lady had been rude. So the guest either demanded to speak to the supervisor, or they flagged down a security guard, and began laying some really wierd stuff about what the LCC lady did. The capper? The guest claimed that the LCC lady had chased them down the midway! Problem was, the LCC lady has a mobility impairment, walks with the aid of a cane, and is very large to boot. Never mind that she can't leave the LCC unattended! I would've liked to have seen that guest try to prove that accusation! Psychos shouldn't be allowed to enter theme parks--just think how that would decrease the crowds, and speed up the lines! :D: :twisted:

Prove nothing, Guests are taken at their word and CM's have been termed for less rediculus things.

Okay, this is the point where I surprise everybody her in saying the following:

I must warn you, the following is something you'd never expect from this guy, but 15 minutes later, I meet up with him again and he apologized. Aparantly seeing his kids upset set him off as he went to find some cover, which was challenging, because EPCOT is a big, open park. It'll take a minute to find cover in a sudden downpour. Well, the coordinator had done his job well, convincing him that I have no responsibility in telling him what to do. That, and there was a manager with him. I did apologize back and the situation was put aside.

Now, this will surprise you, but I actually gain a little respect toward they guy, though it could've been a lot more had he not openly shown his ignorance.

Unfortunately, I've had quite enough of stupidity, thus my current status. I'm not waiting six months for a transfer to kick in. It was fun working for the company, it's just the general backstage work environment that i can't handle. I'm just tired of being considered as a soft target as I had been for eight years back into my high school and junior high years.... But you needn't hear that. I guess having a seasonal pass is the next best thing.

Aaron the Wanderer wrote:So I'm at the Launch Ticket Position at work. My job is to hand every guest who wants to ride the Mission:SPACE attraction a "Launch TIcket", which is actually a waiver of sorts in disguise. It's raining, as it does in Florida (hence the nickname "The Sunshine State") and as usual, everyone has to get in some sort of shelter for fear of melting or something... So both Lauch Ticket positions have to find shelter as to not give out wet tickets, 'cause let's face it, they don't hold up well in water.

...

Whether it was the terms I used to describe what was going on, or the fact that Mission Control could actually hear the man screaming from 25 feet away from the phone, he got right on it. I turn to see the idiot already leaving, I think it was because I was on the phone and knew that he was in trouble. Still shaking a bit, I ask a Cast Member who's tasking to take my position while I collect myself backstage.

Sounds like you need to find a new job. You don't seem to have what it takes to handle this type of situation.