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Thread: The State of DL

  1. #106

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    Re: The State of DL

    Quote Originally Posted by Yohohoho View Post
    When you are selling people a good time, if you make their experience unhappy in any way, you are failing at your business. Sometimes that means throwing out guests who are making other people unhappy. But most of the time, it means putting up with them.

    What it takes to make people happy has changed over time. Disneyland's market now includes guests with a much more boisterous, casual attitude toward public behavior. Or at least people who are willing to pay high prices and put up with general rudeness. This is not the market that Walt designed his park for.

    I remember visiting the HM back in 1970. No one talked over the spiel nor was there a chorus of abusive screams in the stretching room. And it wasn't because people were not yet familiar with the attraction. They simply wouldn't have imagined spoiling the experience for anyone else.
    Well said. Times changed...and yes, I experienced the abusive, irritating "fake" screaming on Sunday when I went on HM...and it didn't stop until those guests doing it finally got on the ride. The CMs had quite the look of disappointment because of how obnoxious it is.

    The saying of "it only takes one or a few to ruin it for the rest of us" applies here. We can't control people's attitudes or behaviors. I do believe Disney tries their best to keep it enjoyable but you can't go after every offender. I try to tune it out. Sometimes it works, sometimes it doesn't.
    As of 6/15, Merida is now my favorite Princess...Sorry, Cinderella. Thanks for the memories.

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  2. #107

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    Re: The State of DL

    The customer is not always right, and nobody should have to deal with verbal abuse as part of their job.

  3. #108

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    Re: The State of DL

    Quote Originally Posted by The International View Post
    The customer is not always right, and nobody should have to deal with verbal abuse as part of their job.
    Unfortunately, this is the attitude that is leading to the decline of Disney's customer service.
    "You can cut me off from the civilized world. You can incarcerate me with two moronic cellmates. You can torture me with your thrice daily swill, but you cannot break the spirit of a Winchester. My voice shall be heard from this wilderness and I shall be delivered from this fetid and festering sewer."

  4. #109

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    Re: The State of DL

    Yeah, no. Again, nobody should have to put up with verbal abuse as part of their job. If a guest is a bit upset then yes, it's a CM's job to try to make their day a little better. If a guest is full-on irate and wants to unload verbally on the nearest CM I fully believe that the guest is out of line and that neither CM nor Disney have the responsibility to allow that. When you buy a ticket to Disneyland you aren't buying a ticket that allows you to abuse someone else, regardless of what their position is.

  5. #110

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    Re: The State of DL

    It's really a question of drawing lines. If you are in business to make money, you will have to tolerate a certain amount of anger and insult. That's just human nature. But when a guest crosses the line and becomes threatening or obscene, the guest must go.

  6. #111

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    Re: The State of DL

    Quote Originally Posted by Yohohoho View Post
    It's really a question of drawing lines. If you are in business to make money, you will have to tolerate a certain amount of anger and insult. That's just human nature. But when a guest crosses the line and becomes threatening or obscene, the guest must go.
    I agree. On the tv show Hardcore Pawn, bad customer behavior is a common thing. The employees there try their best to keep the customer happy, but if those customers are yelling loudly and making open threats, then the security comes in to kick their a$$es out of the store.

  7. #112

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    Re: The State of DL

    Quote Originally Posted by frollofan View Post
    I agree. On the tv show Hardcore Pawn, bad customer behavior is a common thing. The employees there try their best to keep the customer happy, but if those customers are yelling loudly and making open threats, then the security comes in to kick their a$$es out of the store.
    I think my parents watch that show

    Yes, I wish Disney would have a slightly larger security presence at times...I know they had a few more in numbers over the weekend, especially with the surge of attendees on Sunday because it was the last weekend for SoCal APers until August...
    As of 6/15, Merida is now my favorite Princess...Sorry, Cinderella. Thanks for the memories.

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  8. #113

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    Re: The State of DL

    Quote Originally Posted by Yohohoho View Post
    It's really a question of drawing lines. If you are in business to make money, you will have to tolerate a certain amount of anger and insult. That's just human nature. But when a guest crosses the line and becomes threatening or obscene, the guest must go.
    Agreed, there is a line. Of course tempers will flare on a long family vacation, and everything I've ever seen from CMs has shown that they are mostly great at dealing with this. I'm talking about outright abuse, yelling, blaming the CM for things that couldn't possibly be their fault, etc. In those situations the customer is absolutely wrong and it would be better for the park in general if the customer was made to stop or ejected entirely.

  9. #114

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    Re: The State of DL

    Quote Originally Posted by The International View Post
    Agreed, there is a line. Of course tempers will flare on a long family vacation, and everything I've ever seen from CMs has shown that they are mostly great at dealing with this. I'm talking about outright abuse, yelling, blaming the CM for things that couldn't possibly be their fault, etc. In those situations the customer is absolutely wrong and it would be better for the park in general if the customer was made to stop or ejected entirely.
    This. Customers who are genuinely abusive behave that way because they know that they won't be called out on their behavior. If security stepped up and said "I'm sorry but you can't abuse the staff; we will have to escort you out," some of it might STOP.

    In the golden age of Disney, I wonder how many people would have ever thought it was acceptable to scream, curse at, push or otherwise abuse a CM. Not too many, I'd wager.

    And honestly, I don't think it's ever acceptable to treat a CM rudely. There's an old quote "if he treats you well but is rude to the waiter, he's not a nice person." I think it's true. People who feel the need to treat CMs badly because they're "servants" or "work for me" have some serious issues, IMHO.
    Merida looks like this. Not a Barbie doll!

  10. #115

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    Re: The State of DL

    Quote Originally Posted by Malina View Post
    This. Customers who are genuinely abusive behave that way because they know that they won't be called out on their behavior. If security stepped up and said "I'm sorry but you can't abuse the staff; we will have to escort you out," some of it might STOP.

    And honestly, I don't think it's ever acceptable to treat a CM rudely. There's an old quote "if he treats you well but is rude to the waiter, he's not a nice person." I think it's true. People who feel the need to treat CMs badly because they're "servants" or "work for me" have some serious issues, IMHO.
    I saw some lady get flared up over a coke. A COKE! At Jolly Holiday when they were doing their best to process the orders as they came! The CM did her best to keep her temper under control (and she did well) - the lady told her something a little mean and left after she got the coke and the CM knew me (I'm there way too much...lol) and she said "what can I do?" and I applauded her for keeping the situation under control.

    Luckily, I haven't seen anyone flare up on the Jolly Holiday workers or anyone in particular lately.
    As of 6/15, Merida is now my favorite Princess...Sorry, Cinderella. Thanks for the memories.

    Disneyland AP Holder since 2012
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  11. #116

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    Re: The State of DL

    Quote Originally Posted by The International View Post
    Yeah, no. Again, nobody should have to put up with verbal abuse as part of their job. If a guest is a bit upset then yes, it's a CM's job to try to make their day a little better. If a guest is full-on irate and wants to unload verbally on the nearest CM I fully believe that the guest is out of line and that neither CM nor Disney have the responsibility to allow that. When you buy a ticket to Disneyland you aren't buying a ticket that allows you to abuse someone else, regardless of what their position is.
    First of all, I would like to know where you are employed so I never ever go there

    Seriously, though, you are incorrect in your assessment of customer satisfaction. I'm assuming that you have never worked in a field that requires a significant amount of guest service so it's understandable, but it is true that you are told to treat the customer like they are always right, even if they are wrong.

    In the instance of someone yelling at a CM, what would you think the most appropriate course of action is? Certainly you don't expect the CM to just start yelling and screaming back, do you?

    CMs are there to tolerate guests who pay a lot of money and feel entitled to a certain amount of respect and service. While they are sometimes unreasonable, it's also important to note that many times upset guests are upset because they deserve to be--still, the CM has to put up with it. If you're just working there for free Disney tickets, then you aren't there for the right reason.

    But the kicker is that we've gone from talking about Disneyland's decline in customer service to talking about what a CM should do in the case of a guest screaming at them. This is not the norm. Not once was I ever rude to a CM, yet I still received poor service and even rudeness. That is unacceptable no matter what you say.

  12. #117

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    Re: The State of DL

    Quote Originally Posted by soothseyer View Post
    I saw some lady get flared up over a coke. A COKE! At Jolly Holiday when they were doing their best to process the orders as they came! The CM did her best to keep her temper under control (and she did well) - the lady told her something a little mean and left after she got the coke and the CM knew me (I'm there way too much...lol) and she said "what can I do?" and I applauded her for keeping the situation under control.

    Luckily, I haven't seen anyone flare up on the Jolly Holiday workers or anyone in particular lately.
    Oy, that's ridiculous. Good for your friend for keeping her cool!

    The last time I saw someone really unload on a CM was the incident I wrote about in the other thread - where the woman behind me on the security line was complaining nonstop about the wait. At one point one of the supervisors/leads was walking up and down the line, and the woman just let loose on her. To her credit, that lead was trying her very best to smile, nod and say "yes, terribly sorry about the wait, it's a very busy day..."
    Merida looks like this. Not a Barbie doll!

  13. #118

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    Re: The State of DL

    Customers who believe and act like the "customer is always right" are typically the type of customers who ruin the park for everyone else - especially other customers.

  14. #119

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    Re: The State of DL

    Quote Originally Posted by TylerDurden View Post
    First of all, I would like to know where you are employed so I never ever go there
    I actually manage a team of customer support people, so.... Here's a hint about where I work, it's a place where my employees feel empowered because they know that they aren't punching bags for people who need someone---anyone---to yell at.

    My team is important to me, and they know it. They are in client-facing customer support and they know that some customers are going to be mean, rude, and ill-tempered. That's fine, for the most part, it comes with the job. However, there are absolutely lines, and I am not going to let one of my people be verbally abused simply so I can adhere to the adage "the customer is always right." Not only are they not always right, someone who's willing to verbally abuse one of my team members is almost always a customer I don't want to have. I don't care who you are, how much money you have, or how much you spent on a vacation, verbal abuse is never okay.

    I'm responding to the discussion on this page that supports "the customer is always right" as it applies to the Disney parks, as if your passport into the theme park also requires the CMs on duty to put up with any and all of your behavior, no matter how terrible it is.

    Anyway I've also never noticed a CM being "rude" to a guest, in 20+ years of visiting Disneyland.

  15. #120

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    Re: The State of DL

    Anyone who still renews their pass or buys Disney merchandise after reading this is only supporting these broken and declining policies. I encourage all of you to vote with your wallet.

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