Jess_S
DIS Veteran
- Joined
- May 14, 2015
Having done the WDW college program, I have a lot of sympathy for the CMs faced with rule breakers. I attempted to enforce rules (smoking area and proper line queuing) exactly twice during my college program. Both times, I got a heaping helping of verbal abuse. One of the guests then complained to my manager and got a free lunch and I got to explain why I shouldn't be disciplined. Once I explained the situation, my manager realized the guest had been out of line -- but it was still such an unpleasant situation. Providing Disney level service is kind of a double edged sword because the assumption is going to be that the guest is right even when the guest is way out of line.
I feel like Disney needs to do more to set specific procedures that cast members can follow to address the types of rule breaking that negatively impact other guests. That way the cast members won't have to worry that they are going to get in trouble for not being "courteous" enough to a guest (which -- to some people -- means "saying words I don't want to hear").
I feel like Disney needs to do more to set specific procedures that cast members can follow to address the types of rule breaking that negatively impact other guests. That way the cast members won't have to worry that they are going to get in trouble for not being "courteous" enough to a guest (which -- to some people -- means "saying words I don't want to hear").