The Guest Experience
The Disney parks as seen through the eyes of guests
Wednesday, November 19, 2003
Shoshana Lewin, editor
Last month, we published a few stories by some cast members (CMs)
at the Disney theme parks about their guest encounters. But since there
are two sides to every story, we present for your reading pleasure stories
about the guest experience with CMs.
These are the stories that restore faith in the magic created at Disneyland
and Walt Disney World. Some might make you laugh, some might make you
cry, but all of them show what sets the bar so high. Walt's favorite song
was “Feed the Birds” because he said it reminds everyone that
it doesn't take much to do something nice or make someone happy. These
stories prove that theory.
Linda's Story
During our visit to Walt Disney World (WDW) in November 1999, we celebrated
our son's 7th birthday. Before leaving home, I ordered a special red shirt
that said on the front “Today is my birthday…” and on the
back “…and I spent it in Disney World.” On that day, my
husband and son went into MouseGear at Epcot. Cast member Heather P. spotted
Chris and asked him to come back in a little while and she would have
something special for him.
When we went back, she spotted us right away. Telling us to stand still,
she left us and returned with eight other CMs all singing “Happy
Birthday.” The manager presented Chris with a mug and a signed “Magical
Moments” certificate honoring his birthday spent at Disney World!
For us, it was truly “Disney Magic."
After we went home, I wrote to the store manager thanking Heather and
the other Cms for their effort and enclosed a picture. I learned later
that the manager framed my letter and picture and presented it to Heather
at a cast member meeting. During our visit in 2001, she sent Chris a birthday
cake with balloons and table settings for our whole family. Heather always
sends Chris a birthday card (even when we're not at WDW) and we will see
her in a few weeks when we visit WDW again. Heather P. is a CM who truly
brings the “Disney Magic” alive! Thank you, Heather P.!
Terri's Story
I wish I had been able to catch the CM's name on his badge, but sadly
I didn't. I'm a huge WDW fan, and have visited Disneyland twice. The last
time was Saturday, October 11. The park was really crowded, and it was
a beautiful day. People were getting really agitated because of the crowds
and long waits—as usual—and I saw more than one irritated CM.
We don't have kids, so we tend to be a little more leisurely when we do
any of the Disney parks, and love to people watch.
We had just gotten our Fastpasses for Roger Rabbit's Cartoon Spin, and
I was showing my husband around Mickey's Toontown, when we passed by the
ringing phone. A CM was cleaning around there, and had obviously overheard
some teenage girls (about 12-13 years old) being too cool to be there.
He walked up to the phone, picked it up and said “Heather? Is one
of you Heather?” and looked straight at the group of girls, who “by
chance” had a girl named Heather in it. When she said she was Heather,
he said, “It's for you.” And her jaw dropped to the ground before
she went over to the phone. You could tell it changed their whole perception
of the park. It was great! A little observation, and imagination can really
make everyone, even a sulky teenager, experience the magic. Every one
of the girls had a smile on her face both times we saw them later. Great
job! (I wish I knew your name!)
Stewart's Story
We've been taking our son to Disney parks since he was 18 months old.
On every trip, we've taking him, his aunt and his grandma. Sadly, this
past summer, after a prolonged illness, his grandma passed away. We asked
if he would still like to go to Disneyland this year, and his answer was
an emphatic “yes!” This year, for the first time in more than
25 years, his grandfather joined us, and he was like a kid again.
On our last day of the trip, we had breakfast in Goofy's Kitchen, at
the Disneyland Hotel. Our son had just celebrated his 7th birthday, and
was wearing a birthday button. Goofy (of all folks!) noticed the birthday
button, and made it a point to get balloons, cookies, cupcakes, hats and
buttons for all of us. To top things off, a crew of about seven characters
(Goofy, Aladdin, Snow White, Princess Aurora, Pluto and a few others)
came over and sang “Happy Birthday” to him. This was one of
those magical moments that someone unknown to us (except as his character
persona) was able to invoke.
After the trip, we asked him what he had enjoyed the most; he cited the
“party” at Goofy's Kitchen. His second favorite thing? Having
Grandpa come along.
Kyle's Story
In May of 2001, it was my family's first time to Disneyland since the
addition of Disney's California Adventure (DCA), Downtown Disney and the
Grand Californian. This was our second day at DCA, when we were heading
'round the bend (past SS Rustworthy and Jumpin' Jellyfish) when my 8-year-old
brother had a nose bleed. Well, he did the usual to stop the bleeding,
and my dad went to Burger Invasion to get some napkins. My brother, mom
and I, were walking to the Bay Area Amphitheater, when a CM headed toward
us from across the way. He gave us a rag, and started telling stories
and jokes. He—Al I think his name was—stayed with us till the
bleeding stopped, got some wet napkins to help clean up and gave my brother
his best wishes. This is just one of those moments that are magical (like
making a bad situation good) and make Disneyland and DCA a great place.
Honestly, I think that whoever dislikes DCA, because it is “almost
rideless,” I feel sorry for them—that they never had an experience
like this. Thanks Al.
Kathy's Story
While at WDW back in May of 2000, my family decided to visit Blizzard
Beach for the day. On the way, I somehow managed to either scratch my
eyeball or get some very irritating sunscreen in my left eye (probably
both). Once we arrived at the entrance, my husband realized we had left
our passes in our room at the Dixie Landings Resort. While waiting for
his return, I was rubbing my eye so much that it became very inflamed.
One of the CMs at the entrance kept asking me if I was OK and even went
so far as to allow me entrance so I could go to a restroom and try to
rinse my eye. After seeing that this was not helping, she then allowed
me to go to the First Aid station inside the water park. The CM was so
helpful and nice to both myself and my son while we were waiting. To this
day, I regret not getting her name so I could send a thank-you letter
to her manager.
Those who work at Blizzard Beach can come to the rescue even on dry land.
Photo by Sue Holland.
Shanan's Story
Our first trip to WDW was November 2001. We flew down three days after
that plane crashed in New York (mechanical problems). When we left, the
findings were not out, so I still had concerns about possible terrorists.
When we were checking into the Contemporary Resort, we had the best CM.
He noticed I was limping from an earlier fall in the week. He said that
where our room was assigned that it would be a long walk and moved us
into one of the handicapped rooms. It was three rooms down from the main
door in the North Garden Wing. Only after two days in the park, did I
really appreciate this change in rooms.
Also I was laughing about my concerns to fly with the CM and also about
it being my first trip ever to WDW. I told him that I felt after September
11, and also this last plane crash, that I wanted a sign on me that stated
“concerned to be here but ready for some great butt kissing.”
He just started rolling on the floor on that comment. Every time he saw
me at the resort during our stay, he would ask how the kissing was going.
(of course he did not mention “butt”) We got some funny looks
from other guests, but the CM and I would just grin at one other. The
CM at the resort desk made the start of my stay memorable with a better
room and just plain great service. It was a big letdown when we left WDW
to go back to the real world customer service.
Pam's Story
I wanted to share the experience my husband and I had during our honeymoon
at Walt Disney World in October 1999.
On our first day in the Magic Kingdom, we purchased personalized T-shirts
at the Merchant of Venus in Tomorrowland. The shirts had Mickey and Minnie
with our names and “Honeymoon, 1999” on them. We wore the shirts
to the Disney-MGM Studios on the last day of our trip.
While at MGM, my husband took part in a survey with a CM. The CM finished
the survey, thanked us and walked on down the street. A few minutes later,
the CM returned with a yellow slip for us to fill out and told us a package
would be waiting for us at package pick-up at the end of the day. We thanked
her and figured we would find mugs or keychains, maybe a T-shirt.
When we opened the box right there in the middle of MGM—because
we were too curious to wait—we found a porcelain Mickey and Minnie
bride and groom. We were just amazed at the thoughtfulness of the gift.
The thing that amazed us both was the note included that simply said,
“Congratulations!”
We never found out that CM's name. We were extremely impressed that this
CM chose to stay anonymous and didn't care about getting credit for her
wonderful gesture. Just for the record, she did get credit with us and
we continue to give her credit everytime we recount our story. Her gift
is in a place of honor in our home and feels like a piece of the magic
followed us home.
The best part of our story is that she was one of many CMs who made our
visit special. We didn't encounter one rude person. We spoke with several
CMs about where they were from and about the resort. Everyone was just
great. It made our visit really special and we relive those memories even
now, four years later.
Honeymooners are not exempt from the resorts' CM magic. Photo by Brian
Bennett.
Our last three stories show that not all CMs qualify for “What Would
Walt Do?” status. Luckily these situations aren't the norm. Unfortunately,
among the thousands of CMs who work at both resorts there are the ones
that make you wonder why they decided to work for Disney in the first
place. The first one is a little strange, the second is a guest who has
experienced the “extremes” of the guest experience and the third
is a bad situation that turned good—thanks to a CM.
David's Story
It was a week or so before Christmas 2001. My fiancˇe was off doing some
Christmas shopping, so some friends and I went to Disneyland one Friday
night. Since September 11, 2001, the Disneyland Resort has cracked down
on security—checking bags, excessively bulky jackets and so forth.
I don't see this as a problem and, really, I am thankful that they do
this … as they are trying to provide a safe environment for me and
the other guests. So, it's a good thing.
Anyway, I was wearing a bulky jacket that night, and pulling out my pockets
and said, “OK, search me.” The male CM said to me, “I'd
be happy to take you over there and strip search ya.” Was he coming
on to me? I wasn't married yet… so I didn't have a wedding ring on
… so maybe he thought I was open game and was checking to see “which
way” I “went.” I was shocked… and it's still shocking
to me—in a funny sort of way…
Diane's Story
I am not a CM, but a repeat guest. And over the years I have had experiences
with CMs that range from one extreme to the other. The worst was probably
the time when we had a “Priority Seating” (PS) for breakfast
at the Soundstage at the Disney-MGM Studios. Our PS was for the earliest
we could get, which I believe was 8:45 a.m.
We were fourth in line to check in and we were not seated until 45 minutes
later. Numerous people behind us were seated before us. We were only a
party of four, but the CM who checked us in thought we were lying about
my son's age. We told her that he was not quite 3 (it was the October
before he turned 3 in January) and she replied “Yeah right”
and we were not seated until I found a manager and complained.
At the other extreme, we were at Disney for my son's birthday back in
January of this year and all day CMs were taking notice of his birthday
button and telling him Happy Birthday, even during the SpectroMagic Parade.
When Cinderella was riding by she pointed at him, mouthed “Happy
Birthday” and blew him a kiss. Many characters came over during the
parade and told him Happy Birthday. It was a truly magical day for him.
A birthday bucket without a “happy birthday” from a CM makes
for a sad guest. Photo by Adrienne Vincent-Phoenix.
Tina's Story
We went to Disneyland in November 2002 for my youngest son's 4th birthday.
On his birthday, we promptly went and got his birthday sticker which he
proudly displayed. He didn't get one “Happy Birthday” all day
long. That evening we went to have dinner and get his Mickey Birthday
Bucket. We got to the restaurant and they were out, so they sent us somewhere
else, also out. Then they told us that we could only get a birthday bucket
at the hotels (even though we had got all the information about the buckets
at City Hall that morning when we got the sticker).
We finally found someone that would send a bucket over so we sat down,
he opened his presents and got his bucket (which he loved and still played
with) but we still had to argue with the CMs there. It seems Guest Services
hadn't contacted them like they were supposed to! So I went to take him
on Haunted Mansion while my husband went back to City Hall to complain
about the whole birthday bucket situation. We got to Haunted Mansion and
it was an hour wait, so we headed over to Autopia (the two things the
birthday boy wanted to do), which was also an hour wait. So I called my
husband to let him know what was going on. He told us to wait right there,
he met us by Autopia and had two Fastpasses: one for Haunted Mansion,
one for Autopia that could be used at time for our entire group (like
10 people).
We got in line for Autopia, and got our licenses and the CM told Shawn
“happy birthday!” I thanked him and told him that he was the
first person to tell Shawn that and thanked him again (it was about 8
p.m. at this point). We rode Autopia and when we got off the ride the
same CM was waiting for us. He knelt down in front of Shawn and told him,
“Here Shawn, this present is for you from Disneyland, we hope you
had a magical birthday!” It was so special! Not only did I have tears
in my eyes, but everyone in our group did!
Right after riding Haunted Mansion we went to City Hall and glowingly
praised the CM and followed it up by an e-mail once we got home. He made
all the bad aspects of our trip fade away! Oh and for the rest of the
night every CM we passed told Shawn “happy birthday!”
Our Ears Are Open
These stories are just a small sample of the thousands that come out of
the parks everyday. If you are a CM who wants to share a story about a guest—or
a guest who'd like to share a story about a CM, drop us a line!
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Are you a CM or a former CM? I would love to hear and share your stories! E-mail me! Stories and comments you submit become property of and may be published on this site; we normally don't publish last names of current CMs, but if you wish to remain anonymous altogether or do not want me to share your stories, please let me know when you e-mail me. — Shoshana NOTE: The views and opinions expressed in reader-contributed stories do not reflect those of Cast Place or MousePlanet. CM – Cast member; company lingo for “employee.” Empowerment Evolution – The 1995 attempt by newer park management to introduce modern accountability and market forces into the stodgy Disneyland methodology and power hierarchies. The name was meant to “empower” rank and file employees by removing layers of their management, though now there are more managers than ever. TPO – Theme Park Operations; the division of the Disneyland hierarchy that actually works in the theme park itself. TDA – Team Disney Anaheim; the name of the on-site administration building. Area manager – used to be responsible for an entire land, with all business divisions in the area reporting to him. Area supervisor – the immediate boss for location supervisors who divide up a department of intelligently grouped locations. The area supervisors in turn reported to the area manager. Nowadays all supervisors and area supervisors have been replaced by managers and assistant managers — the same idea, but smaller “business units" than a department; usually just one location in fact. RFT – “A” status; a full-time hourly employee. RPT – “B” status; an hourly employee five days a week but just not quite 40 hours usually. CR – “C” status; an hourly employee who works weekends year-round and five days a week during all school holiday periods (including summer and Christmas break). CT – a part-time hourly employee who works five days a week during all school holiday periods (including summer and Christmas break). No seniority, so shifts worked are usually quite short. Locate the employment center to fill out an application, and they will call you for an interview (dress nicely, just shy of an actual suit). Once there, follow these rules, in this order of importance: 1. Smile and be very friendly. They want outgoing people.
2. Do not let the group interview throw you off balance. They want outgoing people who can “perform” a little bit.
3. Do not worry about job (in)experience. They don't care. They want friendly people, not experienced and/or hardened people.
4. Do your best to convince them you already have a Disney attitude: you want to work with people, you're a team player, and you would consider this a dream job (however, don't overdo it on the crazy-Disney-fan side either). Strike a nice balance.
5. Did I mention the importance of a smile? 
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