Stupid Guest Tricks

The family was in some big hurry to check in and get to the parks, so they split up. One checked in while another came to me and asked for, "Tickets, fast!"

So, I start into my usual routine asking, "How many adults and kids, how many days will you be in a theme park," etc. and she shuts me right down.

"Look, don't ask me any questions, just sell me the tickets!"

Fine. I understand a sense of urgency when I see one, so I quickly sell her family each a 1-day, 1-park ticket, and let her know that we can add days or features whenever she likes.

"Wait a minute, these aren't Florida resident tickets! Why didn't you give me Florida tickets?"

"This is why we normally ask questions, ma'am...."

you know, almos the exact same thing happened to me the other day at Pan, with our usual wheelchair waiting queue being used for overflow FP, meaning guests in wheelchairs would have to wait in half the FP line until they got up to the wheelchair chain. I asked a guest in a wheelchair if they were able to transfer and walk on a moving walkway. I got about halfway through the speil when she snapped at me "I did this before! Thats none of your business!" I said "Ok, well I am required to ask this to all our guests needing special assistance at this attraction. I also should inform you that we cannot stop or slow down the ride." "Yeah, I did it before!" "Ok, just follow the line up to the wheelchair sign."

She gets up there, and sure enough, shes arguing with wheelchair assist, saying she can't leave her chair, and that they need to stop the ride for her. Needless to say, she was mad that "noone told her that she needed to be able to walk before waiting in this long line (5 minutes max). Well, if you would let someone ask you a few questions-- especially someone that knows the operating procedures at the attraction-- LISTEN and Don;t assume. Even if you have been on the attraction before, each CM has a different way of loading, grouping, comfort, etc. Procedures change as well. I know at Pan several years ago we used to let wheelchairs roll right up to the edge of the belt. Not anymore.

Zazu I can feel your pain! I guess you cannot sell the FL resident tickets unless someone requests it? You cannot ask a guest if they are a Fl resident? At least that is the rule at the reservation center. Althought we can tell that a guest is from Fl (ie area code or can see address in system) we cannot proactively sell Fl resident products so the guest has to ask for them. So you ask your discovery questions and give the ticket or resort price that best suites their needs. Although the ads say to ask for XYZ when calling for pricing. So when you give them the rack rate for either a resort or a theme park ticket they ask if that is with the FL resident discount. Then you tell them that you did not ask me for a Fl resident discount.

CastMemberTinkerbell1999 wrote:Zazu I can feel your pain! I guess you cannot sell the FL resident tickets unless someone requests it?

Naw, my goal is to get my guests the best tickets for their situation. I can ask and offer anything I please.

Besides, if the day comes when I'm not allowed to do what's best for my guests, I'll retire again!

Zazu--you're not psychic yet?

BPGStudios--Guests spend hours studying the fan sites before they come. Clearly they know more about how the queue works than you.

What's wrong with you people!? ;)

CelebrationNM wrote:Zazu--you're not psychic yet?

That's *almost* the word my fellow CMs use to describe me.... :crazyharr

Zazu

Ok I just gotta know how you don't kick that person in the head... Really.

You are truly an inspiration. That fact that you still want to do what's best for your guest is amazing.

My job is about serving other people's interests and at times I deal with some pretty arrogant, self important, abusive people... on occasion I find myself hoping for their demise... even when it impacts me financially.

The fact that you don't let it cloud your judgement is amazing!

I'm sure that you are not the only CM with this dedication, it's so #*&^%ed up you guys doen't get treated better... by all.

Zazu wrote:That's *almost* the word my fellow CMs use to describe me.... :crazyharr

Yeah, from what I hear, they use change the "ic" of psychic to an "o", but I'm not going to get anyone in trouble. :)

Zazu wrote:That's *almost* the word my fellow CMs use to describe me.... :crazyharr

Just by about 2 little letters? ;)

june1st1997 wrote:Ok I just gotta know how you don't kick that person in the head... Really.

Well the thing is, I'm only going to get the chance to kick one guest in the head. Standards for CM performance set the limit just a little too low for me to get a second chance. And even though I've been sorely tempted at times over the years, I've never met a guest who convinced me that *no one* would ever be stupider.

I did come close once. There was a guest who assaulted Mickey in Town Square. Mickey's friend ended up in hospital, and all of us carried photos of Mickey's assailant for the rest of the day. The plan we had all agreed to was to haul her butt out behind City Hall, and each of us would give her one good kick. There were enough of us that she wouldn't have survived.

But yeah, just saying things to me without physical contact is a long way short of my limit.