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Quality of CMs at WDW

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  • [Chat] Quality of CMs at WDW

    I was at WDW from 01.03 - 01.10 this year and I was shocked at how rude and/or how ill prepared the CMs were at WDW. The rude CMs were American and the CMs who did not seem very knowledgeable were international. Did a lot of the regular CMs get time off after the busy holiday season and did they get replaced by temps??? I don't know, but it was bizarre.

    These 2 CMs at a gift shop in Anandapur in DAK talking about how to apply make-up, completely ignoring the guests. The kicker is, they were not standing, but squatting behind a fixture, talking to each other.

    2 other CMs at the gift shop at the World Showcase entrance to Epcot completely ignored me as I went up to the cash wrap to make a purchase. They guy CM behind the counter looked me up and down and went back to talking to the other CM. I had to declare that I wanted to make a purchase before they acknowledged me. BTW, this guy was creepy looking. He looked like he was on drugs or was released from a half-way house...

    I know it's hard to keep such a huge company employed with good quality front-end people, but this was ridiculous! It made me appreciate the CMs here at DLR, and even they're not that great!!!

    I do have to give kudos to the CMs who were spectacular though... We had a great server at the Ohana character breakfast and at the Cape May Cafe character breakfast.

    The standout was a CM from Africa (I forget which country! I feel bad!) named, Innocent. He was the best CM that I had experienced throughout my WDW trip. Innocent was passionate about helping chimpanzees back in his home country and was using his job at the DAK lodge to spread awareness about how fragile these creatures' habitats have become. Innocent is the epitome of what a great Disney CM should be. Thank you, Innocent, for making our trip memorable!

  • #2
    Re: Quality of CMs at WDW

    Two years ago we have been to WDW and we have also encountered some very unfriendly CMs. I was very surprised by this behavior, because on many Disney forums people are talking about how bad the CMs are at DLRP and how great they are in the American parks. We have been to DLRP several times and there the CMs are not better and not worse than their US colleagues. Maybe our expectations were too high, but in my opinion there is no difference between the American and the European CMs.

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    • #3
      Re: Quality of CMs at WDW

      We've been going as a group for the last 6 years and the CMs at DHS really stood out this year. Not in a good way. Our group was split up, but we all had an encounter of the same caliber, when we compared notes later.
      I want my cake back!
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      • #4
        Re: Quality of CMs at WDW

        Wow... I've never had a really bad experience with a WDW CM. Nothing to remember at least. I do remember some good experiences though.
        Good morning, son
        In twenty years from now
        Maybe we'll both sit down and have a few beers
        And I can tell you 'bout today
        And how I picked you up and everything changed
        It was pain
        Sunny days and rain
        I knew you'd feel the same things...


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        • #5
          Re: Quality of CMs at WDW

          I've been three times and was also shocked that my treatment at just one day at Universal Orlando was LOADS nicer than the entire week at WDW combined. And I'm not just talking about the indifferent CM... there were more than a handful that were flat out rude, yelled, chewed people out, etc.

          The great CMs at WDW, and yes, there were a few, were mostly those from another country.


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          • #6
            Re: Quality of CMs at WDW

            Had a terrible experience with a CM at the Grand Emporium this past holiday season.

            When it was my turn to approach the register, I said "hello" and the CM stood there stone faced and didn't even acknowledge me other than giving me a unhappy stare. I asked if there was something wrong and got no response, so I got out of line and went to another register.

            This CM was either very rude or having a terrible day. Either way, the CM should have been removed from being on-stage.

            Unfortunately, the quality of the CMs as a whole has been dropping over the last 5 years. Fortunately, there are still some very special CMs remaining. Just no longer the norm.

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            • #7
              Re: Quality of CMs at WDW

              I can't say I've ever found a particularly rude one. But I hate how they're instructed to basically lie if they don't know the proper answer. The number of times we've received incorrect information about schedules, transportation, etc. is incredible.
              someday, when we are wiser,
              when the world's older,
              when we have learned


              http://nicoleloveswalt.tumblr.com/

              "It's kind of fun to do the i m p o s s i b l e ."
              - Walt Disney

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              • #8
                Re: Quality of CMs at WDW

                Originally posted by nicoleloveswalt View Post
                I can't say I've ever found a particularly rude one. But I hate how they're instructed to basically lie if they don't know the proper answer. The number of times we've received incorrect information about schedules, transportation, etc. is incredible.
                Wait wait wait... no no. We are not instructed to lie in the event we don't know the proper answer. I have NEVER heard that one. I was taught that if you do not know the answer, to ask another cast member or call City Hall.
                GRD999 - The Ghost Relations Dept.

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                • #9
                  Re: Quality of CMs at WDW

                  I think it might just be the time of your visit. In late August I was a little disappointed in the maids at the Haunted Mansion, the bellhops at the Tower, and the cast members running Aloha Isle. I surmise it was the time of year that they were training new cast members coming in for Fall, but I have not had that confirmed.
                  -Hale (wumbology)

                  a.k.a. h2mc, omnimover.mousetalgia, omnimover, wumbology, hogbackmtn, hhmcsharry, Hale M., h2m, h2mc

                  (I've never visited Disneyland Resort, Tokyo Disney Resort, Disneyland Resort Paris, nor Hong Kong Disneyland Resort, so don't be fooled when I pretend to know what I'm talking about. [But I'm pretty good with the information, if I do say so myself. And you can hit me all you want with Walt Disney World.])


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                  • #10
                    Re: Quality of CMs at WDW

                    Originally posted by meekobiscuit View Post
                    2 other CMs at the gift shop at the World Showcase entrance to Epcot completely ignored me as I went up to the cash wrap to make a purchase. They guy CM behind the counter looked me up and down and went back to talking to the other CM. I had to declare that I wanted to make a purchase before they acknowledged me.
                    That's when I usually hold the stuff I selected up to about shoulder height, and tell them "Excuse me, when y'all are done talking: you can go ahead and put this stuff away" and ceremoniously drop it to the counter, turn and leave.

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                    • #11
                      Re: Quality of CMs at WDW

                      At WDW, I was in a pin store, and through involuntary eavesdropping, I heard a customer ask the CM what "E ticket" meant. The CM replied that she didn't know and that it could have something to do with Fast Passes! I was right next to this incident, so turned around and saved the day by telling them about A - E tickets.

                      At the convenience store at the Contemporary, I was walking up to the counter to trade pins with the CM. As I was walking up, she talked on her cell phone and gave me a very dirty look. She hung up, and I was able to trade, but she never even smiled.
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                      • #12
                        Re: Quality of CMs at WDW

                        Originally posted by GRD999 View Post
                        Wait wait wait... no no. We are not instructed to lie in the event we don't know the proper answer. I have NEVER heard that one. I was taught that if you do not know the answer, to ask another cast member or call City Hall.
                        Then most don't follow that procedure out of laziness or being too busy to do that. A few years ago we were instructed (at the Magic Kingdom) to take a bus to Downtown Disney and walk to Hollywood Studios from there. Or another was the time we were unable to go to Fantasia Gardens because we had gone to Coronado Springs after being told we could walk from there. To add to that, the CMs at Coronado didn't know what Fantasia Gardens was.

                        This happens multiple times each trip to us. When we did a tour, our guide did tell us that it's better to just guess at an answer for a CM, then say 'I don't know,' and we presumed this was the reason for the dozens of times we've been misled.

                        They're always very polite, but often incorrect.
                        someday, when we are wiser,
                        when the world's older,
                        when we have learned


                        http://nicoleloveswalt.tumblr.com/

                        "It's kind of fun to do the i m p o s s i b l e ."
                        - Walt Disney

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                        • #13
                          Re: Quality of CMs at WDW

                          WDW is the only Disney park I haven't been to and I've always thought its the best Disney resort ever but this is really shocking. The CMs at HKDL are the complete opposite in behavior compared to your depictions of the CMs at WDW. I guess its just stress...but TDR CMs handle their huge crowds majestically...

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                          • #14
                            Re: Quality of CMs at WDW

                            Originally posted by nicoleloveswalt View Post
                            Then most don't follow that procedure out of laziness or being too busy to do that. A few years ago we were instructed (at the Magic Kingdom) to take a bus to Downtown Disney and walk to Hollywood Studios from there. Or another was the time we were unable to go to Fantasia Gardens because we had gone to Coronado Springs after being told we could walk from there. To add to that, the CMs at Coronado didn't know what Fantasia Gardens was.

                            This happens multiple times each trip to us. When we did a tour, our guide did tell us that it's better to just guess at an answer for a CM, then say 'I don't know,' and we presumed this was the reason for the dozens of times we've been misled.

                            They're always very polite, but often incorrect.
                            If the CM doesn't know the answer they should try and find out the correct answer for them instead of causing people to waste hours going somewhere with misinformation.

                            That's horrible.

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                            • #15
                              Re: Quality of CMs at WDW

                              This topic makes me sad.

                              I'm glad I've never had a bad CM encounter though, and I hope it stays that way
                              Many as a kid (1986-1998)Aug 98- Port OrleansMarch 03- Jr Band Trip (offsite)Aug 03- Port OrleansJan 12-Aug 5, 05- CP (CS)Jan 1-5, 06- AS Sports (Solo Trip)May 24, 06 to Jan 5, 07- CP (CS)Jan 31-Feb 3, 07- offsite (solo trip)March 1-3, 2007- Dad + Me (offsite)May 16-Aug 10, 07- CP (CS)Aug 10-12, 07- GF/P&PMay 21-Aug 15, 08- CP (PC)Aug 15-18, 08- AKLMarch 25-29, 09 (off-site)Aug 10, 09-Jan 2, 10- CP (CS)Jan 3-May 14, 2010- CP (CS)Feb 12-16, 2012: DCL DreamOct 20-27, 2012: DCL Fantasy (East)Sept 8-12, 2013: DCL DreamJan 20-24, 2014: DCL MagicFeb 17/18, 2015 AS Music

                              Jan 12- Aug 5, 2005- Fantasyland Merchandise
                              May 24, 2006 to Jan 5, 2007- Character Attendant
                              May 16- Aug 10, 2007- Epcot WS Custodial/Seasonal CA
                              May 21- July 5, 2008: Casey's (QSFB); July 6-Aug 15, 2008: character attendant
                              Aug 10, 2009-Jan 2, 2010: Toy Story Mania
                              Jan 3-May 14, 2010: Great Movie Ride
                              May 16, 2010~ Fulltime

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                              • #16
                                Re: Quality of CMs at WDW

                                There is always new CM's , temporary, seasonal, College program, and International programs, and many doing extra hours in different locations. Many think they are giving good info, they are not lying, I think they are just guessing or repeating other bad info. If they aren't sure, they should ask or call someone else.

                                But bad attitudes are no excuse, sometimes previous guests give them bad attitudes also about things they have no control over, they should just smile and get over it.

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                                • #17
                                  Re: Quality of CMs at WDW

                                  Here's the crux: starting pay for cast members is minimum wage. With pay that low you're only going to attract:

                                  1. Young people (18-22) who want a paycheck or summer job and don't particular care about a career at WDW.

                                  2. Local adults that just need work to put food on the table.

                                  3. Retirees/Seniors who have a better attitude but are a little slower.

                                  4. People that care about - and enjoy working for - WDW and so are willing to swallow the awful pay to be there.

                                  But WDW pay is so low that it can eventually wear down even Group 4 to the point where a bad attitude develops.

                                  ***

                                  I think WDW has too many cast members. I've often seen two CMs lallygagging with each other when one would have sufficed to do the job.

                                  WDW ought to slash its workforce by 30% - purging group number two - and raise hiring qualifications and pay for those who possess the skills and attitude to be a positive addition to the company.

                                  In short, ask each remaining CM to do significantly more and pay him significantly more so he can feel proud and secure in his job.

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                                  • #18
                                    Re: Quality of CMs at WDW

                                    I felt that way too about the CMs, but mostly about those who aren't passionate about the place. WDW is just too big and none of them are ever going to get the answers that the guests need to know.... and they don't care.


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                                    • #19
                                      Re: Quality of CMs at WDW

                                      Originally posted by RandySavage View Post
                                      Here's the crux: starting pay for cast members is minimum wage.
                                      Starting pay for castmembers is in no way minimum wage. It's low, and I'm sorry but I don't have exact numbers. From what I remember starting pay was up around $9 to $10 - well above Florida's wage of $7.25.

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                                      • #20
                                        Re: Quality of CMs at WDW

                                        [QUOTE=RandySavage;1055810141]Here's the crux: starting pay for cast members is minimum wage. With pay that low you're only going to attract:

                                        1. Young people (18-22) who want a paycheck or summer job and don't particular care about a career at WDW.

                                        2. Local adults that just need work to put food on the table.

                                        3. Retirees/Seniors who have a better attitude but are a little slower.

                                        4. People that care about - and enjoy working for - WDW and so are willing to swallow the awful pay to be there.

                                        But WDW pay is so low that it can eventually wear down even Group 4 to the point where a bad attitude develops.

                                        ***

                                        You hit the nail on the head. I fall into category 4 and even then it's becoming harder each day. WDW schedules most front line full timers 32 hours now. Full Time is considered to be 32 hours, not 40. try making ends meet when your scheduled 32 hours a week and make $10 (for a highly specialized position) an hour or less.

                                        In order to make ends meet, many castmembers have to try and pick up extra hours on their days off, which now means they are working without days off, or working double shifts. I personally have worked periods of 32 days in a row before having a day off.

                                        On top of all that, guests have become increasingly more rude to castmembers. I've seen people cut in lines, I've been hit from behind by people in ECV's and not even a "Sorry" or "Excuse Me", but I did get a dirty look for being in "their" way. Most guests are nice, but when you run into a few that aren't it does sort of ruin your day. I've seen guests curse out castmembers because their kids weren't tall enough to ride rides with height restrictions, which are set for safety reasons.

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