Question for CMs about unruly guests

[Aurora]

I don't know if this has been asked/answered before, but I was reading a few other posts about badly behaved guests, and I was wondering if CMs have any kind of secret way to summon another CM over to them if they're having a problem with a guest.

In other words, for those times when it's not an emergency or critical, but maybe when you just need another CM to back up company policy. Like when a guest walks up with their not-tall-enough child and gets irate because you won't let them on the ride (witnessed by an Intercotee in another post).

I would think, with reports of rude guests abounding, there would be some sort of procedure so a CM isn't stuck out there trying to handle things alone.

[WDWdriver]

CMs will usually try to defuse a "Guest Situation" on their own with an apology and a smile. But if help is needed it is only a minute or two away. Look closely at the CM's assigned position and you will normally see a phone or an intercom within arms reach. Or the CM may be carrying a mobile communications device. A Coordinator or Manager can be summoned quickly. And if the situation really gets out of control, there is always a Security CM somewhere nearby.

[TinkerbellT421]

Another one of my lovely unruly guest stories lol.

This past trip in January we had met up with a CM friend of ours. Went to DTD to have a few drinks and we stop at a wrought iron table with chairs. There were the "statue" like people doing performances where they stand all dressed in one outfit faces painted etc to make them look like statues. I assume they were not actual cm's but just some outside people doing it, but either way Disney protects them as well. It was a great people watching spot, which I personally love to do. And there was a young girl, maybe about 20 or so dressed in a gold gown doing the statue thing. Well a male guest, who had a purse for some reason, but I digress. He was sort of sexually harassing her, it was actually quite uncomfortable. He was going up to her and trying to grind up against her and making faces and movements, well after about 15 minutes I noticed a manager come over, he was dressed in a suit, no name tag, the cm we were with knew who he was and said he was a big time manager whatever that meant, then she said watch you are going to start seeing in-uniformed security start to come. Sure enough five minutes later watching the people in the crowd we spotted about five security dressed down in regular clothes, who at first glance you wouldn't even notice as security. What gave it away was when they were putting their hand to their ears and talking into the security type speakers that resemble blue tooth. Five minutes after that security came and took him away. It was very intriguing to watch. I felt bad for the girl but I was amazed at them being in dress down, which I have actually witnessed before, but only one, never saw five to six of them show up out of nowhere and blend in a crowd. The cm friend of ours was explaining that there are dressed down workers all over the place in Disney, they could go as far as getting on a ride with you and you would never know it. Now how much of that exactly is true I don't know, but that's what she told us. It was very interesting to hear some of her stories too.

[Main Street Jim]

Back in about 2006, I was training two new conductors for the trains at Frontierland station. We were up on the platform, and I happened to notice a guest up on the hill behind the Thunder FastPass machines - a "non-guest" area. He appeared to be looking for someone or something; I had my two conductor trainees follow me down from the station, and I politely asked the "gentleman" if we could help him find what he was looking for. He just gave me the "Jeez, not really" look, and I very politely asked that he come down from the hill, as it was about a 6-foot drop to the concrete where he was (by this time, he was over by the entrance to the train station). I explained to my trainees how to handle such a situation, and we thought it was over and done with. Nope. Train comes into the station, we're standing by the front exit gate upstairs; guests are leaving and entering the station; and here comes this guy SCREAMING and YELLING at me that "Now he can't find his kid because we asked him to get down off the hill"; and he was *SWINGING* for me over the railing. Luckily, I was on the platform side, and he missed - several times, in fact - and was cursing up a storm in front of children and other guests. I immediately got on the phone and called for Security - who showed up five minutes later. I also calmly told the guest that if he had told us originally he was looking for his child, we would have been more than happy to help him :/ When (uniformed) Security finally got there, the guest had left - but we described him, and they located him over by Pirates by that time. He was escorted out of the park for attempted assault on an employee...LOL...

[MNNHFLTX]

Well a male guest, who had a purse for some reason, but I digress. He was sort of sexually harassing her, it was actually quite uncomfortable. He was going up to her and trying to grind up against her and making faces and movements, well after about 15 minutes I noticed a manager come over, he was dressed in a suit, no name tag, the cm we were with knew who he was and said he was a big time manager whatever that meant, then she said watch you are going to start seeing in-uniformed security start to come. Sure enough five minutes later watching the people in the crowd we spotted about five security dressed down in regular clothes, who at first glance you wouldn't even notice as security. What gave it away was when they were putting their hand to their ears and talking into the security type speakers that resemble blue tooth. Five minutes after that security came and took him away.So did the manager go over and try to stop the guy from harassing the girl or did he just call security? I find it disturbing that bystanders and CM's let this go on for 15 minutes without trying to stop it or alerting management/security sooner. :(

[TinkerbellT421]

So did the manager go over and try to stop the guy from harassing the girl or did he just call security? I find it disturbing that bystanders and CM's let this go on for 15 minutes without trying to stop it or alerting management/security sooner. :(

Well the guy would do it then stop so I assume after the first two times people thought he was actually stopping. Then a guy with her would tell him to back off. He would stop then five Minutes later would do it again, do it again for a few minutes, stop. Finally the third time was when they got involved. There was someone there first asking him to stop and finally after the third time I assume was when a manager called. And didn't help there were about fifty people around at the time.

[11290]

I don't know if this has been asked/answered before, but I was reading a few other posts about badly behaved guests, and I was wondering if CMs have any kind of secret way to summon another CM over to them if they're having a problem with a guest.

Really not a "secret way".

Kind of depends on what areas we're working. In my case working turnstiles and Parade Audience Control, there are other CM's within a short distance to call upon, Coordinators and managers are reachable but in general, if we are somewhere on Main St. or near shops, etc., there are phones available and we have a number to call to request various kinds of assistance as needed.

There is also continual "training" and discussion usually at each days parade meeting regarding how to handle various issues. Just today (Tuesday the 19th) we actually discussed something I had never really thought about and that was what if a guest gets upset about being near to someone (while waiting for parade) that is breastfeeding. This actually happened about a week ago as it were (not to me or anyone that was working today), and was brought up in the meeting as something we had not really talked about as to how to handle.

Main St. Jim can confirm that the ways to handle various situations, at least in our area, are discussed regularly, practically every day in the day and night parade meetings when it comes to Parade Audience Control as we do have a certain amount of situations because of the type of work we have to do. I'm sure that other business units do continual training also, although possibly not as often.

Sorry for the length of this post.

[Buttercup]

I've told this story too many times to count! But basically, I was beat up at Disney World. :shake: It was in the lineup of the Tomorrowland Speedway. Basically, I was punched, kicked and stomped on by a group of awful teenagers who were looking to pick a fight. And when I stood my ground, it got physical. The cast members called managers (?) -- they were wearing more business-like attire -- and there were a couple security guards as well. I'm sure they arrived quickly but when it was happening it seemed to take forever! Boy was I glad when they showed up!

[Aurora]

Really not a "secret way".

Kind of depends on what areas we're working. In my case working turnstiles and Parade Audience Control, there are other CM's within a short distance to call upon, Coordinators and managers are reachable but in general, if we are somewhere on Main St. or near shops, etc., there are phones available and we have a number to call to request various kinds of assistance as needed.

There is also continual "training" and discussion usually at each days parade meeting regarding how to handle various issues. Just today (Tuesday the 19th) we actually discussed something I had never really thought about and that was what if a guest gets upset about being near to someone (while waiting for parade) that is breastfeeding. This actually happened about a week ago as it were (not to me or anyone that was working today), and was brought up in the meeting as something we had not really talked about as to how to handle.

Main St. Jim can confirm that the ways to handle various situations, at least in our area, are discussed regularly, practically every day in the day and night parade meetings when it comes to Parade Audience Control as we do have a certain amount of situations because of the type of work we have to do. I'm sure that other business units do continual training also, although possibly not as often.

Sorry for the length of this post.

Not at all. That's the kind of information that's great to hear, and good that CMs are being updated on possible "new" situations. :mickey:

[MNNHFLTX]

Well the guy would do it then stop so I assume after the first two times people thought he was actually stopping. Then a guy with her would tell him to back off. He would stop then five Minutes later would do it again, do it again for a few minutes, stop. Finally the third time was when they got involved. There was someone there first asking him to stop and finally after the third time I assume was when a manager called. And didn't help there were about fifty people around at the time.Thanks for the explanation, that makes more sense. I pictured people just standing around watching this for 15-20 minutes without doing anything and that bothered me.

[WDWdriver]

Main St. Jim can confirm that the ways to handle various situations, at least in our area, are discussed regularly, practically every day in the day and night parade meetings when it comes to Parade Audience Control as we do have a certain amount of situations because of the type of work we have to do. I'm sure that other business units do continual training also, although possibly not as often.


I believe PAC is just about the most difficult assignment that a CM can get. My worst "Guest Situations" have been while working the parade. Thanks for doing what you do.

[ImagiAsh]

I believe PAC is just about the most difficult assignment that a CM can get. My worst "Guest Situations" have been while working the parade. Thanks for doing what you do.

Agreed! :thumbsup: My Mom and I couldn't help but comment on the CM's working parade control and watch how guests blatantly ignore them or are completely rude to them. It can't be easy and I certainly commend what they do.

[TinkerbellT421]

Thanks for the explanation, that makes more sense. I pictured people just standing around watching this for 15-20 minutes without doing anything and that bothered me.

LOL! No, that was my fault, that's what I get for trying to type and talk on the phone at the same time, I was getting to the end of the story without much explanation lol.

[11290]

I believe PAC is just about the most difficult assignment that a CM can get. My worst "Guest Situations" have been while working the parade. Thanks for doing what you do.

Actually, I get most "troubled" a lot of times when I work entry turnstiles at MK, by the way that some people treat their young (3 to 5 or so) children when they are coming through the turnstiles. Some people push, pull, scream and other physical at their children when they don't go through fast enough or become a bit of a problem (tantrums) at the entry.

Their just small kids and will go through this and should be treated better.

As far as PAC, I've learned to just "let it go". We get called a lot of things, some in languages I don't understand, and just in general have to deal with a few guests that are probably just not nice people whether they are at Disney or not. As they say in meetings, the 4 things we are out there to do, in order, Safety, Courtesy, Show and Efficiency, and they apply both to the guests and us.

Sorry if this is a bit of a ramble, I worked day parade and both night parades last night and kind of tired this am.

[i'm grumpy]

I can't believe how rude guests can be. Screaming in your ear, jumping in line and standing so close. BACK OFF. One kid bumped me at least 12 times in a ride line.
:mad:

I don't know how CMs deal with them on a daily basis.

[EeyoresBestFriend]

I can't believe how rude guests can be. Screaming in your ear, jumping in line and standing so close. BACK OFF. One kid bumped me at least 12 times in a ride line.
:mad:

I don't know how CMs deal with them on a daily basis.

Thank goodness for the amazing patience that the CMs practice - you have my utmost respect!

From a guest point of view, I develop needs to randomly stretch(with elbows) and random shifts in what I consider my reasonable 'space'. After one or two bonks, other guests tend to back off on the pushing. :D

[MstngDrvnDsnyLvr]

My DD and I witnessed CMs doing their jobs before the Muppets 3D show began. There was a LARGE group of multiple ages that came, shoved their way to the front 2 rows, sat in the middle of those rows, were loud and unruly, and some were starting to fight with each other on whom was sitting next to whom.

The first CM came up asking them to move to the end of the rows as the theater was fairly full and they were still trying to get people in before the show started. The second CM came up and told them they needed to quiet down. The THIRD CM came to them and told them if they could not stop fighting that their ENTIRE group would be escorted to the front gates and out of the park. At this point, someone in a suite (Management) came up and said that their group had been warned 3 times in a span of less than five minutes. They caused the start of the show to be delayed as they got in the Managers face with name calling and fists starting to swing and he then called in more help and the entire group (probably 20 or more) were then escorted out of the theater. The entire group was still outside the theater exit when the show was over. The Eldest of the group was trying to negotiate with the Management.

[MrPeetrie]

The patience of CMs sometimes amazes me. I need that skill.

Several years ago on a then-E night, we were waiting a long time for burgers at Pecos Bill's. After a while, a CM came forward and apologized, saying the grill has broken and they cannot make any more burgers tonight. They still had other food they could serve. The gentleman in front of me "FLIPPED OUT" on her, screaming "I've been waiting for 20 minutes!"

A manager calmly approached him and explained there was nothing he could do at this point as it would take several hours for the repair. He explained that Cosmic Ray's was still open if he wanted burgers. He apologized repeatedly.

But the man continued screaming at him, yelling "you have not met my expectations !" He demanded the CM go to Cosmic Ray's and bring him back a burger. The CM said that is not possible, but he would accommodate the guest in any fashion in which he would be capable of providing. He even offered to call Cosmic Ray's and have his meal waiting for him. Not good enough.

After 15 minutes of yelling at he CM, finger waving in his face, the guest left to slight applause.

The next day, DW and I went to City Hall to let them know how extraordinary this manager was, to be berated in public for such a long period of time and not lose his temper. He should be commended.

[ransam]

wow. I have been so lucky. I have gone to disneyworld, disneyland so many times and have never seen anything like that. Sure i've seen some rowdy, loud groups and individuals, but never anyone mean.
i have been crowded in line, i have been elbowed, had people cut in line, but i never took it as meanness and would never throw my elbows out to give me more space.
I just figure it's an amusement park w/ thousands of people and in any given day people will run into me, crowd me, be loud, i'm sure people have thought the same of me.

I love Disney.