Stupid Guest Tricks

I feel sorry for all you CMs. Really, you have my sympathies. Reading these posts have made me LOL and yet shake my head at all the SGs. I shall try my hardest not to be a SG....EVER.

That being said, I wanted to thank a group of MK CMs in particular who helped make my husband's marriage proposal a success. It involved my parents and I being the grand marshals of the parade that Saturday, September 23, my husband's park ticket being "on Mickey," the Dapper Dans who sang to us, and the "bridal" ears they gave to us, complete with our names and the date being written on them. You came up to us and congratulated us and gave us Fast Passes. You made us feel like celebrities. You did WAY more than you had to, beyond the call of duty. Our story was even in the December 2006 newsletter, and you sent us copies.

You have my support and gratitude. If I could thank you all personally, I would. If the opportunity arises for me to defend you against a SG, I will. We'll be back in September for our honeymoon, so maybe I'll see some of you there. As for the rest of you CMs, the same applies...you keep the magic alive for us. Disney doesn't pay you enough.

kairiheart wrote:I feel sorry for all you CMs. Really, you have my sympathies. Reading these posts have made me LOL and yet shake my head at all the SGs. I shall try my hardest not to be a SG....EVER.

That being said, I wanted to thank a group of MK CMs in particular who helped make my husband's marriage proposal a success. It involved my parents and I being the grand marshals of the parade that Saturday, September 23, my husband's park ticket being "on Mickey," the Dapper Dans who sang to us, and the "bridal" ears they gave to us, complete with our names and the date being written on them. You came up to us and congratulated us and gave us Fast Passes. You made us feel like celebrities. You did WAY more than you had to, beyond the call of duty. Our story was even in the December 2006 newsletter, and you sent us copies.

You have my support and gratitude. If I could thank you all personally, I would. If the opportunity arises for me to defend you against a SG, I will. We'll be back in September for our honeymoon, so maybe I'll see some of you there. As for the rest of you CMs, the same applies...you keep the magic alive for us. Disney doesn't pay you enough.

Great story! And welcome to the board!

I'm thankful they even let me into the park :D:

Great story, welcome to the board!

Thank you for spending such a special time with us.... well, thanks to your then boyfriend (now fiancee/husband I assume/hope). It's the people like you that make one day special from the next. In a world where every day there is a major parade or four, every night a big fireworks show that costs enough to sustain a person somewhat comfortably for a year, where for us every second of our time at work is not just work, but a performance, it is the people like you that make it special for us. Don't get me wrong, it's that idea that every day is special, where every day is magic is what attracts those of us who would post here to work at Disney... it's the biggest reason I moved 2,500 miles (a 3,300 or so mile drive) for this job. I look forward to helping with moments like that in my time here at Disney World.

"... where for us every second of our time at work is not just work, but a performance, it is the people like you that make it special for us. Don't get me wrong, it's that idea that every day is special, where every day is magic is what attracts those of us who would post here to work at Disney... it's the biggest reason I moved 2,500 miles (a 3,300 or so mile drive) for this job. I look forward to helping with moments like that in my time here at Disney World..."

I have been a "Guest" at WDW more than 16 times. First time when I was a kid (late 70s), next time in college (early 80s). After that it was my honeymoon, and many many times thereafter with our fam. I can't tell you how many of our friends/family question us, "You are going back there...AGAIN?!?!" But, for the reasons you've mentioned above, we continue to go back, and will continue to go back. It's the reason we joined the Magic Kingdom Club. We are NEVER disappointed. It is ALWAYS magical. Everyone we encounter is AMAZING!!! They make the trip worth going! I feel the way I am treated there, has helped me in turn treat others better... You are employees doing your job. Yet, you go out of your way to smile and say, "Have a magical day!"(or the like). This doesn't just go for the concierge staff, I am also referring to mantainence, housekeeping...EVERYONE OF YOU! Thank you!!!!

This brings me to another question that I've wondered about for years....HOW DOES DISNEY DO IT????? Are they just very picky about who they hire? How is it that EVERY CM we encounter is Happy, Smiling, Accomodating...ALL THE TIME!?!?!? I am a nurse, working in a very large hospital in New England. They have sent groups to the Disney Institute, to attempt to improve "customer relations"...'cause Lord knows Disney knows how to do that better than anyone. But, I have found that what is taught during these conferences is difficult/impossible to enforce or maintain after returning. In your experience, and you all have it, how is this maintained to such an impressive degree? Every CM, at every park, restaurant, hotel, cruise ship...(can't even venture a guess as to the numbers involved), are incredible! (at least to our faces! LOL) Everyone of them has a smile (which in itself is a feat), but also go the extra mile to make all of our memories special. HOW DO YOU DO IT?????????? Is there happy juice in the water they make you drink before every shift? LOL
It is so impressive to me, I can't accurately express it.

So YES, we are going there...AGAIN! And, this is certainly not our last visit!
It is always special, memorable and MAGICAL!
Thank you!!! ;)

Welcome New Peoples!!!!!!!!! :D:

BIG_Dizfan wrote:This brings me to another question that I've wondered about for years.... HOW DOES DISNEY DO IT????? Are they just very picky about who they hire? How is it that EVERY CM we encounter is Happy, Smiling, Accomodating... ALL THE TIME!?!?!? I am a nurse, working in a very large hospital in New England. They have sent groups to the Disney Institute, to attempt to improve "customer relations"... 'cause Lord knows Disney knows how to do that better than anyone. But, I have found that what is taught during these conferences is difficult/impossible to enforce or maintain after returning. In your experience, and you all have it, how is this maintained to such an impressive degree? Every CM, at every park, restaurant, hotel, cruise ship... (can't even venture a guess as to the numbers involved), are incredible! (at least to our faces! LOL) Everyone of them has a smile (which in itself is a feat), but also go the extra mile to make all of our memories special. HOW DO YOU DO IT?????????? Is there happy juice in the water they make you drink before every shift?

I was asked this question once by a guest who identified himself as an Army recruiter and suggested he had similar problems finding the right people. I replied that there were three ingredients:

1. Self-selection. Just as there are people who would never walk into an Army recruiting office, there are those who would never be caught dead at the Disney Casting Center. It's just not how they see themselves. This eliminates more people than you might think, and the information passed out during the casting process loses us a few more.

2. Training out the Wazoo. When Disney talks about giving cast members the tools to do their jobs, they aren't talking about brooms (which can be very hard to find). They mean we teach people how to smile, how to be nice, how to see things from a guest's perspective. Not everybody knows how, and most folks can be taught how to be nice. (Who knew?)

3. The Grinder. Working at Disney is hard work. Yeah, most of us have a lot of fun, too, but we still go home exhausted. Some jobs wear you out physically, others emotionally, but they all take a toll. It's particularly taxing to people who don't *like* being nice. Yes, we can train them to do it, but if it goes against their nature they won't last very long. Look at the nametags on your next visit -- some will have small oval service pins. The first of these comes after only one year. Notice how few nametags sport these pins; also how most of the "problem" CMs you meet don't have one.

That's it. The first of these your organization does automatically. You can do it better by being more upfront with exactly what the job and work environment is like. When I was first cast, several applicants got up and left when told they would be subject to work on weekends and holidays.

Training is tough, and you need your best people to be trainers. The information is less important than the attitudes communicated. Disney Institute programs are great, but it's even better if the programs are given by rank and file members of your own staff. Don't forget refresher programs, too, they are less important for conveying information than they are for communicating that the subject taught is important. (and *don't* make them a punishment!)

The Grinder works less because of the nature of the work than because of the emotional environment of the work. The work is the work -- if you don't do well with sick people, the hospital situation will chase these folks away. But the bigger challenge is developing a company attitude, inspiring a significant fraction of the staff to buy in. This *must* start at the top. When I offered to give a program for a non-Disney hotel, I insisted that top management attend the first session, then work my way *down* thru the ranks. "If you can't show that *you* buy the program, how can you expect the staff who work for you to believe in it?"

Yes, it's hard to keep it up. Summer parade crowds can flush the magic right out of you, even without cheerleaders or Brazilians. But the Disney culture is that the attitude is more important than the performance. Hard idea to sell in a hospital, but at Disney we consider Courtesy to be second only to Safety in importance, but both are required. Get just this point across to your staff and you're halfway there.

There's a new book out with the title "If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently". I think you may find it worth a read. [Standard disclaimer.]

Zazu wrote:I was asked this question once by a guest who identified himself as an Army recruiter and suggested he had similar problems finding the right people. I replied that there were three ingredients:

1. Self-selection. Just as there are people who would never walk into an Army recruiting office, there are those who would never be caught dead at the Disney Casting Center. It's just not how they see themselves. This eliminates more people than you might think, and the information passed out during the casting process loses us a few more.

I can understand that. That place can be a bit daunting. I saw myself going in there and applying but I can see how a lot of people wouldn't make it to the ramp, let alone up it.

2. Training out the Wazoo. When Disney talks about giving cast members the tools to do their jobs, they aren't talking about brooms (which can be very hard to find). They mean we teach people how to smile, how to be nice, how to see things from a guest's perspective. Not everybody knows how, and most folks can be taught how to be nice. (Who knew?)

You can teach someone to be nice?! Wow, I'm naturally nice and never realized that anybody not so could actually be taught how to be nice.

3. The Grinder. Working at Disney is hard work. Yeah, most of us have a lot of fun, too, but we still go home exhausted. Some jobs wear you out physically, others emotionally, but they all take a toll. It's particularly taxing to people who don't *like* being nice. Yes, we can train them to do it, but if it goes against their nature they won't last very long. Look at the nametags on your next visit -- some will have small oval service pins. The first of these comes after only one year. Notice how few nametags sport these pins; also how most of the "problem" CMs you meet don't have one.

I myself hope to earn many of those service pins. I can see people washing out of Disney if they don't like to be nice. It'll be hard work but I'm hoping to get a role I really enjoy.

That's it. The first of these your organization does automatically. You can do it better by being more upfront with exactly what the job and work environment is like. When I was first cast, several applicants got up and left when told they would be subject to work on weekends and holidays.

I went into Casting knowing that I would have to work some holidays and I already work most weekends so that's no big deal. I've already figured I won't be visiting home for Christmas this year. I'll be the new guy so won't have the shift choices that the CMs with seniority get. Even if by some stroke of luck I get Christmas itself off I'm betting I'll have to work the days around it so won't have the time to head home.

I think Zazu hit the nail on the head.
When I tell people I work for Disney I get one of two responses
"That must suck, I would lose my mind there"
or
"OMG! That is so cool! Is it fun?"
You do have to have a certain mindset coming in. You know you aren't going to be rolling in the dough and that you will work VERY hard, but at the end of the day you have to have satisfaction in knowing that what you do has an impact on someone, either directly or indirectly.
As for the training, that is SOOO true! They beat it into you that you have to smile, you can't slouch, cross your arms, or lean while on-stage. (Some of the last ones are are torture after a 16 hour day) But then you also learn things you never thought about, like the proper way to communicate with a Guest with disabilities (never a disabled guest...guest first disability second). This allows you understand situations from their perspective and allows you to provide better service.
As for work...it is HARD!
You work odd hours, odd days, standing for hours at a time, outside in the heat/cold/rain, getting screamed at for things you have no control over, and then you physically have to work someplaces. I have to push about a dozen boats into storage every night and in the summer when it is all said an done, I am soaked in sweat! You are treated unfairly by management because the guest is ALWAYS right... And then you have to deal with mean co-workers who are there for the completely wrong reasons. I have to watch people who have amazing attractions bitch and moan about what they do while I am really happy just work at the dinky boat ride that I do. I go home exhausted (mentally and physically) and realize, this is what I want to do for the rest of my life! There is nothing like being at work because any good day I have outweighs all of the bad days ten times over. I tell people I have the best job in the world, because I get yelled at, barfed on, but most of all I get to watch people eat Ice Cream for breakfast every day and not care one bit about it. That's why I work for Disney.

Zazu wrote: Look at the nametags on your next visit -- some will have small oval service pins. The first of these comes after only one year. Notice how few nametags sport these pins; also how most of the "problem" CMs you meet don't have one.

Well, this one isn't always telling. I actually got a 5 year pin, then the nametag with the pin disappeared and since I only get one replacement, I will not put it on my nametag again, I don't want to lose it completely.