Stupid Guest Tricks

Those who know me well know that I changed over a year ago, and I changed a lot. Unfortunately, I saw the ugly side of people and corporations, and I have never been the same.

When I went to Frontierland Attractions, I recognize and freely admit that I was running away from a lot. And I am so glad that I did.

Looking back at the areas where I have worked, I have noticed a very strong trend away from guest service since I left. I am certainly not saying it's me, but I am saying that lawyers are playing way too much in deciding how business is done, and the personal touch is lost a little bit every day.

My greatest memories in buses are when I would have entire busloads of guests cheering and clapping after a 20 minute ride from the Magic Kingdom to Pop Century. Today, bus drivers can only use the PA system when the bus is parked in a load zone. No point in having it.

At Safari, the poacher scene is continually nerfed. The last time I rode, the geysers were all set to always on, always on full. It takes away from the adventure of that scene. The bridge doesn't work. I used that as a story element and as a moment to connect with my guests in my truck. Now it's just a bridge. When I was a Safari Guide, it was my daily goal to make my show a little better than it was yesterday. I went home exhausted every day.

Where do I start in Monorails? My greatest memory there was on July 4th, 2009. I had a father and son who were at Disney World with Make a Wish. Mom had passed away a couple years earlier, and they were celebrating that, most likely, the son was going to survive. There was an incident on the Monorail that night, in which most guests were well-served by No-Strings cards. But of course being here with MAW, that was useless to them. I made a call to the Manager On Duty (yes, the same one who was in the news for being at Denny's) and he gave me permission to do something very, very special for them. I took them in the back cab of Monorail Green, the very train I would be driving a couple hours later when all hell broke loose and we would make history. I was able to give a father and son time in a way that few Cast Members are ever given a chance to do with any guest. It was literally this memory that would carry me through the next year, this memory that allowed me to not leave when guests were no longer allowed in the front cab, when guests would say awful things to us. It was this memory that was literally my only string keeping me at Disney World at times.

Then, I went to Frontierland. Attractions is a very interesting area. Where before, I had been used to giving a guest attention for several moments, now I find myself saying the same four words to thousands of guests. That is not guest interaction to me. I've also discovered that if I have a good idea, I should just keep it to myself, because implementing it would be too expensive and a hassle. I should let the Imagineers do the thinking. In attractions, I should just keep my head down, don't think of better ways to do things and I certainly don't have time to do anything special for a guest unless CDS assigns it to me.

Along with these reasons, there is also the factor that I need more money. I have two businesses I am starting up, and they both are at the stage where they are like a boat or airplane... the boat is a hole in the water and airplane a hole in the sky, and both these holes you throw money into. I want both to take off and I need a better way to sustain them than to work for a theme park.

And that brings me to the announcement: I am now Seasonal. Actually, I start Seasonal on the 24th, but I have given away all my shifts between now and then.

Where I am now, after things I have said here, many of you will not believe, and some of you might lose respect for me. It has been an exercise in humility to learn the background of a local company, one that I have certainly badmouthed in the past, but have learned something different about them. However, since the time when I did so, I have seen marked improvement in how they operate.

More on that in my next post.

I am now driving a luxury sedan for Mears. I have found the work to be extremely satisfying so far, in that I am finally in a place where I can give my level of service, because I am contracting for my job. It also gives me the freedom to schedule myself to pursue my other endeavors. I enjoy the company's outlook and attitude regarding service. It is more traditional than what I am coming from now, but I hope they live up to the ideals they promote.

With that, there is a good chance you'll see me around here more often, as there is a lot of down time. But I will be expanding my business too, as I don't like sitting still for long before my ADHD kicks in. I figure I will need some good way to access SGT during my downtime... Hmm.

So, if you are coming to Disney World and want to find me, it's going to be a much easier process. Also, since my identity is fairly easy to figure out (I've had people come up and ask if I was Big Wallaby out of the blue... I guess I write like I act) and can get days off easily, I can hang out in the parks and schedule a little bit around meeting you... A freedom I have never had before.

And, of course, if you are needing a ride from the airport, I know people now. :p:

This is a new venture. It's both exciting and a bit scary. Send good thoughts my way, that this will be a good venture.

Oh, and Zazu... my smiley needs new threads. Gray pants, a black suit jacket and a burgundy tie. I can probably make the smiley, I'll just need you to upload it.

BW, it's definitly Disney's loss, but I'm glad that you are in a place where you can be happier. There's too little good customer service in the world and I'm glad that you have a job were you can get back to serving up your special brand. We'll defintly call for you next time we need a ride. :D:

I'm glad you've found a place that's a better fit for you, Big Wallaby. Hope your businesses go well. :)

Big Wallaby wrote: Looking back at the areas where I have worked, I have noticed a very strong trend away from guest service since I left. I am certainly not saying it's me, but I am saying that lawyers are playing way too much in deciding how business is done, and the personal touch is lost a little bit every day.

I don't know if it's lawyers or that the Powers That Be don't get the appeal of Disney parks, but my impression is that you're right. Walt himself could be a control freak, but he also knew how to bring the best out of many creative people and I think he supported CMs who were innovative and caring as well.

For us, the best part of Disney Parks is the CMs - our favorite ride is the Jungle Cruise, gotta see the Pirate Tutorial, best parade is Move It! Shake It! 'cause you get to dance with them, seeing Tiana or Mickey or whoever is crucial to the experience, etc. If the CMs don't have the support and the freedom they need, then the Disney brand is going to become "just another theme park" in the minds of many.

Then again, the company has a long history of drifting off into mediocrity, then somehow "rediscovering the vision" and getting back to center again. Could happen again, I suppose.

BW, this may be the best move you've made yet. You get to provide your own style of outstanding customer service and courtesy with nobody breathing down your neck. I hope things go well for you in your "new" career. Hope to meet up with you in the parks again, too. Here's wishing you safe journeys and large tips! ;)

Big Wallaby....what to say?

First, I am saddened that you're now seasonal, but I totally understand and stand behind your reasons. This is one reason why I know I will not be able to move to the Orlando area and work for the mouse as much as I might want to: Corporate America scares me. I prefer smaller companies where I know what's coming at me (does that make sense?).

Second, I understand the need for funds. The last two years have been brutal for my family and I have picked my brain to find a way to make $$ without it meaning that I will hardly ever see my family. I liked your comparison to the boat and airplane....and that is so true.

Third, I hope Mears makes it good for you. I have never found them to be a bad company and enjoyed the driver when we did use them. Unfortunately, now we rent a car each trip, so we won't need your services, but I hope you won't mind a PM asking to meet you when we visit next year.

I know it's been rough and I don't know what else to say expect we're here for you if you need us. I enjoy your posts and I enjoy "talking" to you on this forum....hopefully more now that you'll have additional time.

Best of luck with your two venture businesses!!! (I would really like to see a hypnosis demonstration when I come down) :)

Hey, Wallaby, you know we've got your back, wherever you go. You're one of the good guys. You have a heart for bringing joy into others' lives, and I really admire that you are always looking for more opportunities to do so. Best of luck, and hopefully we'll connect again someday!

BTW, I know it's supposed to be a secret ballot, but you have my vote for the Marsupial Hall of Fame. :D:

shilohmm wrote:Then again, the company has a long history of drifting off into mediocrity, then somehow "rediscovering the vision" and getting back to center again. Could happen again, I suppose.

You make a very good point. I hope you are right.

One of the really neat things yesterday, they showed Bob Farrell's "Give 'Em The Pickle!" video. I love that video for two reasons. First, it's just a fun video. But second, when I was in high school, Bob Farrell spoke in my high school and I got to meet him afterward. The things he said literally dictate what I want to be in customer service. He created a mindset in me that is what I seek anywhere I go, and many times, in almost every job (yes, even at Disney) this mindset has got me in trouble in some form or another at least once.

Best Wishes to you Always :)
No one or any Company can alter who you are.....Lucky for Us! :)

Hey BW,

I am not a big poster but I do spend a lot of time on this board. I discovered this board while trying to plan my family's first ever vaction to Disney world. I learned a lot about how to be a good respectful guest and honestly I enjoy the stories you all share.

I found the advice and tips you gave very helpfull and I found your passion for your job and your guest interaction truly inspiring. I wish I had a couple of your clones working for me taking care of my customers. I was even one of the folks who just happened to walk up to and ask if you were Big Wallaby. lol. I ran into you at the TTC with my son while waiting for my wife to get a coffee. And again you were quick with advice on how to help us enjoy our time even more. Your tip of timing the monorail trip to see illuminations was fantastic.

After the unfortunate accident I could tell by your posts that you were hurting and questioning your role with the company. It is a sad day for all of the people you postively impacted over the years even sadder for the company to lose someone with your talent. But once the passion has dwindled you need to move on and find your own happiness. I wish you all of the best in your new endeavours and good luck on your business plans. Hopefully in a seasonal role it will be less like a job for you and you will rediscover what you loved about Disney.

Sorry if this sounds so sappy but I have enjoyed hearing your stories and seeing your passion to make complete strangers happy.

Good luck