Rude Cast Members

[SueQ]

Perspective time!

CMs work for such a small amount of compensation (read: money) that it's silly.

They need thousands of them.

Everyone is human.

That does not give CM's the right to be rude to people.

[Mrs Bus Driver]

That does not give CM's the right to be rude to people.

No it doesn't but usually when you see attitudes like the ones mentioned it is coming from the top down.

[Terra]

No it doesn't but usually when you see attitudes like the ones mentioned it is coming from the top down.

Now this can be very true. My favorite 'saying' is, a staff/crew is only as good as its leader.
Even when I worked in fast food 20 years ago, you could tell a difference in shifts depending on how the manager was.
And now in teaching, many times a school is only as strong as it's administration.

[#1donaldfan]

I am a bit torn on this one, as in everything, it's a matter of perspective, but guests don't choose when and where to sit. As the line keeps moving they tell you, two in line two, two in line 3, and so on. If he was supposed to move to another spot, then he should have. Getting a single rider the CM would have had to go all the way down and get one, holding up the train ..... albeit only mere seconds, but still..... as far as Soarin, that was an obvious lack of communication. Finally, as far as the rude words and actions, well like mentined it's a matter of perspective and what level of tolerance we have. It should never happen, that a CM gets truly rude and or hostile toward a guest, but everyone has a bad day....I'm not excusing just assuming it was just one of those days. I hope the rest of the trip was good !!

[gottaluvtink]

I visit Disney World every year, sometimes twice a year. There is never a trip now where I don't encounter at least one, usually more rude cast members. I am used to it now, so I just blow it off because I refuse to let them ruin my trip. What makes me feel good though, is, I ALWAYS be sure to say to them, "Have a Magical Day!" You should see the looks I get and then they want to be all nicey nice! Give it a try.

[SandmanGStefani24]

what a shame that people accept this as norm.

i never seem to find rude CMs, and can only think of one, maybe two in my 8 trips to WDW.

Almost all of the Cm experiences I've had have been above and beyond great, so hopefully this is just a few random incidents. Granted, they do get paid WAY less than they should for the level of work they do, and one shouldnt take the job if you arent prepared to perform to its standards, but i can still sympathize.

And, as Mom mentioned a time or two, if you go looking hard enough for something, you're bound to find it. Let's focus on the good, huh?

[BayLaker25]

They get stressed out because people do not follow directions and it sounds like your group did not. When people don't follow directions it holds everything up. This is how CM get a bad review because people don't listen and the cast member get frustrated when they have to tell the person something 3 times. That person (as it seems your group did) feels they never do anything wrong even though they didn't listen then they complain about the CM. I'm sorry I have never had a problem with a cast member and I've been there about 10 in the last 7 years.

[dragon73]

I visit Disney World every year, sometimes twice a year. There is never a trip now where I don't encounter at least one, usually more rude cast members. I am used to it now, so I just blow it off because I refuse to let them ruin my trip. What makes me feel good though, is, I ALWAYS be sure to say to them, "Have a Magical Day!" You should see the looks I get and then they want to be all nicey nice! Give it a try.

I LOVE your positive attitude and I am going to try that on our next trip (if there is a next trip).

Quick background - we used to be Disney-obsessed, and still are to some degree. There was never a discussion about where we would vacation as it was always a given that it would be WDW. At a minimum, we would find ourselves there at least once a year, but more often we would make multiple trips. We were annual passholders for nearly a decade and we loved every minute of being on property.

As the years went by, it seemed like the cast members were getting less and less interested in at least feigning appreciation for our patronage, and more and more interested in either being appathetic or just plain rude without provocation. Don't get me wrong, for every one cast member that could be construed as not 100% 'magical', there are 100 more that go above and beyond and are utterly amazing in all that they do. I'm just saying that a shift now exists towards the negative, where one did not exist before.

A couple of years ago, we were at Animal Kingdom. There was an older gentleman working the turnstiles who told us that he didn't want us at 'his park' because my husband was wearing a shirt from the Harley Davidson Museum in Milwaukee. Not understanding, we asked for clarification and he went on and on about how he hates Harley Davidson and that he was a 'Honda man'. We were wondering what his intention was for bringing such a weird topic up but chalked it up to the fact that he was old and set in his ways and we just went on about our day. But what we learned that day was to NEVER wear any clothing that was advertising anything at all (unless it was Disney).

Most recently, we went to The Boardwalk for a meal at Kouzzina. Upon presenting my Michigan driver's license to security, the guard told us that he couldn't let us in. Completely confused, I started to fish in my purse for our dining confirmation information and then he went on to explain that he was an Ohio State fan and that he doesn't allow Wolverines to pass his gate. We sat there with mouths agape, saying nothing as we were in shock that he would bring up something so ludicrous. He kept going on and on about how terrible Michigan is and that he normally tells 'people like us to go to Sea World or Universal'. Happy to report that we 'scum of the Earth Wolverines' took his advice. As soon as he finally decided to stop berating us and open the gate, we made a U-turn and went to dinner at Universal's City Walk. That was our one and only trip over to the land of the mouse, as we had other business in Orlando that week, but unfortunately due to a very rude cast member, Mickey didn't get a dime from us. And just as a footnote, the cast members at Universal were downright amazing. As amazing as Disney's were several years ago.

And yes, we need thicker skin and not to let such trivial things bother us, etc. However, why should we make concessions when the very people employed to make us feel special, wanted, and appreciated are doing the exact opposite? Why has the median cast member attitude towards guests become 'grin and bear it'? If we don't jump for joy over the decreasing levels of service, food, and employee attitudes, it really doesn't matter. There are thousands of others willing to take our place.

Such a shame as what once was our refuge from the real world has let reality creep across its borders.

[Mrs Bus Driver]

I LOVE your positive attitude and I am going to try that on our next trip (if there is a next trip).

Quick background - we used to be Disney-obsessed, and still are to some degree. There was never a discussion about where we would vacation as it was always a given that it would be WDW. At a minimum, we would find ourselves there at least once a year, but more often we would make multiple trips. We were annual passholders for nearly a decade and we loved every minute of being on property.

As the years went by, it seemed like the cast members were getting less and less interested in at least feigning appreciation for our patronage, and more and more interested in either being appathetic or just plain rude without provocation. Don't get me wrong, for every one cast member that could be construed as not 100% 'magical', there are 100 more that go above and beyond and are utterly amazing in all that they do. I'm just saying that a shift now exists towards the negative, where one did not exist before.

A couple of years ago, we were at Animal Kingdom. There was an older gentleman working the turnstiles who told us that he didn't want us at 'his park' because my husband was wearing a shirt from the Harley Davidson Museum in Milwaukee. Not understanding, we asked for clarification and he went on and on about how he hates Harley Davidson and that he was a 'Honda man'. We were wondering what his intention was for bringing such a weird topic up but chalked it up to the fact that he was old and set in his ways and we just went on about our day. But what we learned that day was to NEVER wear any clothing that was advertising anything at all (unless it was Disney).

Most recently, we went to The Boardwalk for a meal at Kouzzina. Upon presenting my Michigan driver's license to security, the guard told us that he couldn't let us in. Completely confused, I started to fish in my purse for our dining confirmation information and then he went on to explain that he was an Ohio State fan and that he doesn't allow Wolverines to pass his gate. We sat there with mouths agape, saying nothing as we were in shock that he would bring up something so ludicrous. He kept going on and on about how terrible Michigan is and that he normally tells 'people like us to go to Sea World or Universal'. Happy to report that we 'scum of the Earth Wolverines' took his advice. As soon as he finally decided to stop berating us and open the gate, we made a U-turn and went to dinner at Universal's City Walk. That was our one and only trip over to the land of the mouse, as we had other business in Orlando that week, but unfortunately due to a very rude cast member, Mickey didn't get a dime from us. And just as a footnote, the cast members at Universal were downright amazing. As amazing as Disney's were several years ago.

And yes, we need thicker skin and not to let such trivial things bother us, etc. However, why should we make concessions when the very people employed to make us feel special, wanted, and appreciated are doing the exact opposite? Why has the median cast member attitude towards guests become 'grin and bear it'? If we don't jump for joy over the decreasing levels of service, food, and employee attitudes, it really doesn't matter. There are thousands of others willing to take our place.

Such a shame as what once was our refuge from the real world has let reality creep across its borders.

Please tell me you are being sarcastic. Tell me that you get that they were teasing you. I read this post and could tell that you ran into 2 cast members who were playing with you, all you had to do was tell Honda man that Harleys are the best and Hondas could eat your dust with a smile on your face and you all would have had a good laugh. Same for Ohio man, should have told him (jokingly of course) just how bad Ohio state is and how good Michigan state is. Just a little friendly rivalry all in good fun.

[dnickels]

Please tell me you are being sarcastic. Tell me that you get that they were teasing you. I read this post and could tell that you ran into 2 cast members who were playing with you, all you had to do was tell Honda man that Harleys are the best and Hondas could eat your dust with a smile on your face and you all would have had a good laugh. Same for Ohio man, should have told him (jokingly of course) just how bad Ohio state is and how good Michigan state is. Just a little friendly rivalry all in good fun.

Yeah I get the Michigan / Ohio State stuff all the time, it's just some good fun ribbing, nothing more.

[dragon73]

Please tell me you are being sarcastic. Tell me that you get that they were teasing you. I read this post and could tell that you ran into 2 cast members who were playing with you, all you had to do was tell Honda man that Harleys are the best and Hondas could eat your dust with a smile on your face and you all would have had a good laugh. Same for Ohio man, should have told him (jokingly of course) just how bad Ohio state is and how good Michigan state is. Just a little friendly rivalry all in good fun.

Of course I know that they were teasing us. I just didn't find it to be in good taste at all. Instead of teasing/picking on people that have differing views than they do, shouldn't they be trying to make people feel welcome?

It's just further proof that my perception of WDW has become soured over the years. Maybe I'm becoming cynical and finally growing up

[TheVBs]

Ok, so for the OP, I read your post a few times and unless I'm really misunderstanding, the CM was repeatedly trying to redirect your group seating so that the car would be properly filled, is that correct? Did anyone explain to him that you were trying to keep people with who they were seated with? Certainly, we expect that CMs will be in situations where they have to keep their cool, but if he was trying to fill the car and you weren't working with him or explaining what you'd hoped to do to him, how can you be surprised that he got a little frustrated? Possibly there were guests behind you who are now complaining on another board about the rude group of guests who held up the line because they wouldn't cooperate with the CM? Not taking a shot at you, just providing some perspective.

Dragon, I'm sorry you were upset by those exchanges. But I have to admit that I'm mystified by your response to the situation as well. If you knew they were attempting to find what they perceived as a fun way to engage you, then doesn't that count as an effort to go the extra mile on their part? So, they're criticized for being rude, when in fact they're trying to do the thing that you say is missing? A lot of people would get a kick out of a little rivalry talk. It's not really our thing, but when it happens to us (which I think was maybe once) we recognize that the CM is making a special effort.

I think, unfortunately, that what some people classify as rude just would not even show up on most people's radar. Without a doubt, CMs should never be rude to guests, even in a difficult situation. And, if it happens to you, please report it to someone so that it can be addressed. But, also, it might be a good idea to step back and really evaluate what happened as well.

[Mendelson]

Yeah, I would say that it would be one thing if, for example, Dragon had a shirt on with a depiction of a major political party and then a cast member started talking about how he didn't like those kind of people....but the whole regional/brand rivalry thing seems like something that was meant to be playful.

To the original point, however, a CM should only snap and be rude under extreme and elevated circumstances. Whatever faults the OP committed they do not seem to rise to that level and didn't warrant the response they got. Patience and kindness and understanding should undergird every CM interaction.

Yes, it's a hard job, they are on their feet all day, they don't make much money, they face a relentless and unending stream of people day after day, some of whom are just jerks...and it's exactly what they signed on for.

[Main Street Jim]

To the original point, however, a CM should only snap and be rude under extreme and elevated circumstances.

Uh...I have to *very respectfully* disagree with you here. NO Cast Member should *EVER* "snap and be rude" under *ANY* circumstances. If a situation with a guest gets *THAT* heated, they (the Cast Members) need to get ahold of a coordinator or a manager; or, Security.

I could give you a *perfect* example - working parades on Main Street. If you've ever been on Main Street USA during parade time - especially a night parade - you know that there's designated walkways and only one crosswalk to cross the street in between floats (up near the train station/City Hall if you end up on the west/Adventureland side of Main Street). Whenever I worked - and trained Cast - for parades, it wasn't just a "Keep moving, keep moving" from me. It was, "Please continue moving through the walkways. This is not a parade viewing area." Never had to yell, never raised my voice (well, except over the music). Every once in a while, I'd get that guest with the "Well, where are *we* supposed to watch the parade?!?", yelling at me after the parade's already started and the street is packed. I'd politely walk *with* them to wherever I could find room - and they'd be perfectly happy to see the parade. Then afterwards, I'd usually get a "Thanks! That was great! Where can we watch fireworks from?"

I *loved* my interactions with guests.

[Tekneek]

Regardless of the specific circumstances in this post, this is indicative of what I tend to see. I wish I still experienced the awesome CMs that others claim to, but it has been a few trips since that has happened for us. I've encountered much more rude and sarcastic CMs since around 2006. Contradictory instructions is not unusual, in my personal experience.

I'm not saying they all are, but the percentages appear to be going up. I know that people need jobs so they can get food, shelter, clothing, etc. However, being unhappy with your job should never be the customer's problem.

I'd politely walk *with* them to wherever I could find room - and they'd be perfectly happy to see the parade. Then afterwards, I'd usually get a "Thanks! That was great! Where can we watch fireworks from?"

I *loved* my interactions with guests.

This is where great customer service comes in. I think too many people are consumed with 'winning' each encounter with someone who is seen as difficult, as if life is just a series of battles and somebody is keeping a scorecard. I don't think it's about being 'right' and asserting dominance, it is about resolving problems so that everyone wins.

[ransam]

I have eto chime in and say, that in all my disney trips, i have had 2 experiences that weer bad. Looking back, one of them was my fault, i was hot, in a bad mood, and to be honest was trying to bend the rules just a little, not much, but just a little.
I think that is a pretty good track record.

[minnie04]

I don't think you'll get much sympathy. Sounds like your group isn't listening and following directions. Why make it harder on CMs?

Was that meant to be sarcastic when you wrote it???

[barbiegirl314]

Yeah I get the Michigan / Ohio State stuff all the time, it's just some good fun ribbing, nothing more.

When we were there on our last trip my DS 17 was wearing a lot of his Red Sox and Patriots hats and shirts and he was getting a lot of ribbing from the CM's (especially any from NY) but we knew it was all in fun and my son enjoyed the banter back in forth with them. to me it shows that the CM is actually "seeing" you as as person and not just a body and is taking the time to interact with you

[DVC2004]

Well I understand if it's a safety thing but we, too, were yelled at by a CM at Big Thunder. They directed everyone which line to stand in to enter the ride cars. There was a lady with the party before us who did not listen to the CMs instructions and she was jumping from space to space and telling the rest of her party to follow her. Because of this we apparently ended up in the wrong space and the CM, a young lady, screamed at us for it. I understand they are trying to keep order and have things work they way they are supposed to, but it wasn't us causing the problem. Also , didn't really seem like a situation worthy of screaming at someone for. I could understand if it was a safety issue, but geez someone else goes into the wrong place causing those behind to in turn step into the wrong space and it was as if we jumped onto the tracks or something. Unprofessional. And yes maybe she was having a bad day. I know I can't scream at people at my job even if I am having a bad day.

[Tekneek]

Also , didn't really seem like a situation worthy of screaming at someone for. I could understand if it was a safety issue, but geez someone else goes into the wrong place causing those behind to in turn step into the wrong space and it was as if we jumped onto the tracks or something.

Yeah, she may have just been having a bad day. As a person, I forgive it. As a business though, which was built on guest service that goes above all others, each CM "just having a bad day" is making a lasting (bad) impression on each guest they encounter.

Apparently, I've been an innocent bystander for more than my fair share of CM meltdowns. I wish I could spread that around, because I can't un-see or un-hear them and it shapes my perception of them as a whole.