The Guest Experience
The good, the bad, and the ugly of being a cast member
Tuesday, March 23, 2004
Shoshana Lewin, editor
The men and women on the front lines at the parks and the stores have
seen it all. Last time we heard from the guests. In today's column we
are back on the other side as we present more insight into the good, the
bad and the ugly of being a Cast Member.
Magic can be made even in the scariest place in the park.
Jennifer's Story
I am a former CM at Disneyland and I used to work at the Haunted Mansion.
One day, at the end of my shift, I was at foyer (the porch) and this little
girl who was in a wheelchair had mentioned that every time she went on
this ride, she always got scared. Not always by the ride; she said the
workers did a great job to look scary, and I told her that's what we do
best. But, to my surprise, she told me that I had a pretty face and she
couldn't see how anyone could be scared of me. I got a great big smile
on my face, and she smiled, too.
Well, I let her into the elevator and waved as the doors were beginning
to close, then went back to let in other guests. Coincidently the rotation
came through and I was bumped to the load position (where you are let
onto the buggies) and she was just getting there. She smiled and asked
if I could go on the ride with her. I politely smiled and told her that
I couldn't, I then turned and went back to my position.
She started to cry.
“Oh no,” I thought. “Guest complaint. Not good.”
So her mother asked to speak to one of my supervisors. The supervisor
came down and tried to explain that I couldn't. The little girl then began
to cry harder. She said that she really felt comfortable with me and thought
that I had a nice smile. She really wanted this.
So, much to my surprise, my superior had taken my spot at the load area
and I rode with the girl and her mother in the ride. I have never really
seen the smile on a girl's face that large—and, as a CM, we make
people smile all day.
I will never forget that girl and her red-haired mother, her smile and
the hug that she gave me after her picture with me and another CM. She
made my day and reinforced my willingness to drive to work every day—sometimes
to deal with angry guests and sometimes to see bright smiles on kids and
grown-ups alike when it's their first time or their millionth time at
Disneyland.
Thank you to all you happy guests that made our days just that bit more
tolerable.
Story From a CM in Costuming (name withheld on request)
I originally went to Walt Disney World this past year on vacation and
decided, for the heck of it, I'd see if there was an opening in Costuming
(which, I thought as a professional costume designer with my own business
was where the costumes were made. Seems logical, right?).
I set up an interview and went into the Casting building the next day
with butterflies in my stomach and waited around after filling out my
forms to get called into interview. After speaking with the interviewer
for a few minutes, he tells me he thinks I'd be great and hires me on
the spot. I told him during the interview that I made costumes for a living,
but he didn't ask to see my portfolio, saying I'd be setting up costumes
for the characters, as well as washing costumes if needed, but doing minor
sewing on the side. I was excited, so I took the job.
Well, I arrive on my first day (after taking Traditions [ed note: the
“introduction to Disney” course]) and it's not what I expected.
I'm working the Character room, which is all the fur characters and a
few others—all non-face. After being told what to do several times
(in several different ways by several different people) I realized that
I was not going to be doing what I was hired for. I had to wash costumes,
all shirts, including spotting gloves (getting the ink out from all those
autographs gone wrong) and dig through the sweaty, dirty costumes, including
worn socks and “basics” (T-shirts and shorts). When I asked
when I would be sewing I was told I wasn't going to be, that was a different
department. So, disappointed, I worked my job.
It was when I started working at SpectroMagic that things started to
go wrong. My real name (which I'm not going to give as I hope to work
for the company again one day) was listed on the schedule but my nickname
which I asked everyone to call me was on my nametag. The supervisor told
me straight out that she was not going to call me by my nickname because
it was stupid and was going to call me by my name on the schedule. Not
a good first impression, if you ask me.
Things continued to worsen over the next few weeks, and I was constantly
on the edge of tears from the rude comments made by my fellow CMs—foul
language was quite common here—not to mention the fact that everyone
smoked in all places, including the non-smoking areas and around the costumes;
and tattoos were displayed without any covering all the time (even though
I was asked to pull my socks up higher to cover my own small tattoo).
I spoke with the manager of the department several times about my problems,
and he didn't ever seem to follow up on them, as the foul language and
comments continued.
One night, I was assigned to a new line I had never worked before and
had no help working. I was supposed to jump up on the float and unhook
the performer before the float started moving again. When I did, I scraped
my knee pretty badly, and ended up bleeding everywhere. When I asked to
sit down, I was met with a bunch of angry co-workers who thought I was
being a wuss and I eventually was called a nasty name by a fellow CM.
I asked to speak to a manager and when I did, she left the door to the
office open the whole time.
Another CM pulled me aside afterward and told me that the offending CM
and the supervisor who wouldn't call me by my nickname were standing outside
of the office listening the whole time, and later the offending CM was
bragging to the rest of the crew that she had made me cry. When I asked
the next day to speak to the original manager of the department (the one
that night had been filling in) he told me he would get right on the problem.
A week later, the problem was still there—and worse than ever. So
I asked to speak with him again. At this point, I told him I didn't feel
I could trust him to follow up on the situation and he told me to get
out of his office. After an hour or so, I was asked to step into the conference
room and that same manager “terminated” me.
I worked with Employee Relations for nearly six months, finally ending
with them telling me that until they had that manager's side of the story,
they couldn't rehire me. Basically, because I was put in the wrong department
with people who weren't my “peers” for the most part, I was
treated awfully and I have nothing to show for it except a scar on my
knee. The only good side to the experience was meeting the character performers
(who were some of the nicest people), and getting to see the costumes
up close for myself. Was it worth it? Moving down here with only a week's
notice? I just don't knowÉ
Kimberly's Story
I was reading through all of your stories about good guest experiences
and it made me remember one I recently had. I work at the Blue Bayou.
One night just before we closed, I got a party of three on one of the
tables I was bussing. It was a grandmother, a mother, and her daughter
(about 5 years old). Since we were almost closed, I didn't have very many
parties on my tables so I asked them how their stay had been and so on.
During their meal, the 5-year-old kept asking me questions about my job,
and asking if she could help. She helped me clear off their table when
they were finished with their meals, but she still continued to ask me
to help. At this point there were only two other parties in the restaurant
so I told her it would be really helpful if she would blow out the candles
on all the tables. She was so cute, she would go up to a table, pull out
a chair and climb up to blow out the candle, then push the chair back
in. She was so excited.
After she had done about half of the restaurant, my lead came over and
started relighting the ones she had already done. She had gone over the
restaurant twice before she realized he was relighting them.
When they were ready to leave, the mother came up to me and told me that
out of all the rides and shows they had seen that day she had had the
most fun blowing out the candles in our restaurant.
Stacy's Story
I am a CM at a mall Disney Store in New Jersey. Holidays are always the
best for experiences. We have so many “guests” who get seriously
mad at us because we can't offer the same prices as the Disney catalog.
Or, they bring something back without a receipt and don't realize the
person who bought it, bought it last year so the value is only $1.99.
Like it is our fault that their friend/family bought something on sale.
Two days before Christmas, my manager got screamed at enough by a “guest”
that we had to call mall security and the woman was escorted out of the
mall. She was banned from the Disney Store, as well.
Then you have “guests” with items still with tags or in packages
that want their money back after two or three years. We have had some
doosies.
Sometimes you just have to laugh at the guts people have. We still have
to keep the “Disney Attitude” through the whole ordeal.
Well thanks for listening or shall I say reading.
Andrew's Story
I was pleasantly surprised to see that my guest “chemistry”
article had been put on MousePlanet. I am very proud to be a cast member
because I feel that there is real meaning to my job. Currently, I am a
casual temporary over at The Living Seas and The Land at Epcot, which
I must say offers much opportunity for guest contact. Even though during
the last few months I have had inner conflicts over whether or not it
is worth the effort to serve guests, through strong personal effort and
a desire to truly find the “Disney behind the money and the corporation,”
I feel that, as a CM, I am finding myself and am spreading the Disney
joy to just about everyone!
For those who are new CMs, like myself, or for veteran CMs, if you ever
have a negative guest situation (and believe me, working in attractions,
I have them more often than ever), focus on the positive and never give
up. Giving up is defeat but sticking to it is succeeding. I want to be
there for all CMs who are searching for the true inner-CM.
By the way, my dream job is to be a character.
CAPTION: Use the Golden Rule when at a restaurant. Treat your server as
you want to be treated.
Tony's Story
I love how the “bad” experiences are described by the guests
as “poor little me.” Honestly, most of us in the service industry
can point out many occurrences of people being cranky, hot and tired.
Mixing to make the perfectly rude guest.
I wait tables, and I would love for you to do a segment on our point
of view. I'd certainly be happy to provide some very important tips to
making a dining experience not the worst ever.
1) Make a reservation – An angry party gets knocked to the
bottom of a server's priority list when finally sat. Simply because, we
see you're upset about the wait, we figure you're not going to tip well
at all. Can you blame us? I always spend more time at my tables that are
in a good mood and are excited about the experience.
2) On the way to your table, know if you need a booster or a high
chair. If in doubt, get one. It takes us awhile to get these things
to your table. Do you really want to stand around the table carrying/holding
your child/ren while everyone looks at you wondering why you won't sit
down?
3) Sit where your greeter puts you – We know you have views
that you prefer. Request them at reservation, or suck it up. There's a
pattern to seating. If the guests mess it up, the rhythm can and often
will throw off the server. Especially if this new table is nowhere near
the assigned workstation. Bad service is likely to occur if the server
has a section in one area and then needs to walk out of their way to you.
Remember, just because you like a particular booth or table doesn't mean
there's a server assigned to that section. I'd rather have good service
with a so-so view, it's not like I can't move around the restaurant looking
at everything.
4) Unless there's a sign posted—never, ever seat yourself.
A) You have no menus, and B.) Once again your prey to the possibility
that there isn't a server assigned to that table. Meaning, no one will
notice you before you get irritated.
5) Get used to the idea that not all restaurants have birthday-singing
policies. Find out during that ever-so-important reservation.
6) If you have a food allergy, let the server know before you order.
7) When we bring out those hot plates of food, clear a space, don't
stare at us. That third arm will never sprout out to do it. I repeat,
hot plates.
8) When the server comes out and asks how things are, be honest right
then, not later. Finding problems with your menu item and getting
a new one needs to be done immediately, not after you've eaten most of
it. That's just a cry for free food in most cases, which puts our guard
up immediately.
9) If you're one of those chronic beverage inhalers, request a glass
of water alongside the soft drink of choice. That way you're not dehydrating
and wearing out your server.
10) Never whistle, snap your fingers, or shake the ice glass at the
server. It's demeaning and only encourages us to take our time. A
subtle signal will suffice. Remember, if you get bad service, the tip
you leave is all that is needed to make the impact.)
11) Those table visits are an opportunity to scan and decide what
you need to enjoy your meal. A side of dressing, more napkins, etc.
Do it all at once as best as you can tell. Sending the server back and
forth five times only makes us irritated with you. After all, servers
have other tables that need to be taken care of as well.
12) Know what 'automatic gratuity' is and how many guests are required
to enforce it.
13) Wherever you learned your tipping styles, throw them away now.
This is true for all restaurants in the country, no matter the ticket
total:
- 20% or more is for great service;
- 15% is for average service;
- 10% or less is for poor service;
- Buffet lunch or cafeteria: $1 to $2 per guest;
- Dinner buffet: $2 to $3 per guest.
Most servers only get paid $2.13 per hour. You do the math.
14) If you have one of those names that everyone butchers when called
aloud, pick a new one when putting your name down for a table. Anderson
is my favorite.
Hope this helps you to help us when serving you.
A Request From Terri
Hi Shoshana,
Both my mom and I were castmates from Disneyland. I worked there for
just a short time—1978-1979 (retail sales, New Orleans Square/Bear
Country). My mom, however, worked there for about 10 years between the
1980s and the 1990s.
The reason I'm writing is because I'm looking for stories about/from
people who knew my mom. Her cast name was “Ginger” (real name
was Virgina Stillman) and she worked the Baby Care Center/Lost Children.
She died October 2001 at the age of 85. Disneyland was her last job prior
to breaking her hip in 1999 and was probably the one that gave her the
most pleasure. She loved the park and Walt's dream more than anyone I've
ever known. She was the first (and only) cast member to receive the Mary
Poppins award twice in a row—she went on and won it a record four
times! She was incredible—and from what I know was loved by everyone
she met. She had stories about famous people coming in to visit her (her
favorite was of McLean Stevenson coming in to see his favorite “Spice
Girl”).
My plan is to compile a collection of stories about her for all of her
grandchildren and great grandchildren—for their memories.
I'm not sure where or how to go about gathering stories, but I thought
I'd start with you. Can you pass the word to other cast members? I'll
be visiting the park in March and will also try to get word out to peopleƒ
just want to spread the word as far as possible.
Thanks in advance for your help!
Please e-mail
Cast Place if you wish to contact Terri and your message will
be sent to her.
Thoughts, questions, or comments? Contact Shoshana here.
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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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