There’s a reason he’s a former Cast Member, and no he is absolutely wrong, Cast Members are your friends and that’s why it’s the duty of all Cast at Disney to go above and beyond to create magic for all their friends and guests.
Uhhhhh no I am currently employed at Disney and no absolutely not am I a guests friend. I work here I do my job and go home. I don’t care about guests issues don’t care that they had a bad day cuz they didn’t plan things out well. I am security and get yelled at for everything so no I don’t care about guests. I’ll do what I can for certain nice guest but still not your friend this is an employee/customer relationship. And your thinking that everyone is all friends is why the guests are so entitled
So much for making Magic, that attitude is clearly gone. It’s bitter, entitled people like you that have ruined Disney during the last 20 years… hope you get fired, and soon!
No. It’s entitled, spoiled guests like you that have made people who used to love the “magic” they provided to guests get jaded. When I worked at Toy Story I had moments where I did provide magical moments for certain guests who 1) didn’t ask for them and 2) were usually in a situation where I was able to do a little something special that could make their day and everyone was happy. But even then there were plenty of pushy, arrogant, jerks who complained about everything in the hopes of getting something for free or extra fast passes or just trying to “get over”. So when you see the ugly, nasty side of people day after day (and there are a great many nasty people ) you get wise to the selfish nature of people. BTW, in Walt’s day, people were better-behaved ex: how many public brawls did you hear of in Disneyland in 1955?
….honey. Sweetie. I hate to interject the real world here, but if you’re getting paid to do it as a job, it’s not friendship. Cast Members are paid to be nice to you, but 1. There are distinct limits defined BY DISNEY, and you trying to push them limits makes YOU a bad “friend,” because it could get them FIRED, and 2. When they are OFF THE CLICK, they aren’t BEING paid to be nice to you anymore, and you’re being rude AF if you’re stopping them to demand freebies you don’t deserve.
The “magic” is killed by rude people who don’t know what friendship OR politeness actually are. I suggest you learn, and maybe then you’ll deserve “magic” again.
Jesus, Walter! Hoping someone gets fired because they don’t want to pretend to be your friend is a lot worse than the guy admitting his day job isn’t a friendship racket. Hell, I don’t want to be your friend either–and I’m pretty sure with that attitude, I’m not the first person to tell you that.
It’s time for Disney Employees to stop worrying about themselves & start worrying about customers whose total cost for an entire trip& stay can be about a thousand dollars a day & more. The whole expensive origin of the Disney concept was pure escape from the real world & to be treated like princesses & princes. We don’t pay to deal w/ your sexual issues, pay issues, opinions on how the company you work for & don’t own should be run or your politics! Just the escapism that has slowly disappeared over the last bunch of years! Remember how good of a future you had here down the road when you’re in the window asking” do you want fries with that?”
Guess what that’s what working with customers and guests is all about but I guess u have lost the ability to do that, it is like that everywhere now, retail, call centers, healthcare centers u name it the guests are rude, mean, and ugly, but it’s not my job to be rude back it’s my job to have empathy, and help them solve the issues or problems that got them there, so if that’s how you really feel maybe u shouldn’t be working in any type of customer service type field anymore, maybe you should go find something better suited for your attitude.
I agree. He is a miserable person.
When I took my 6 year old (now 25) to Disney World, her father had terminal lung cancer
Everyone we met were great and helpful
You don’t know what families are going through and to experience a miserable person like him can ruin the entire experience
I will never go back myself…too woke 4 me
I like being called a ,”lady,” not a guest of all ages
It’s easy to see why this guy no longer works for Disney theme parks. Cast Members at Disney theme parks have always treated us in the past like we were their friends. They would chat with us; remember us from visit to visit when we had annual passes; let us ride a ride continuously over and over again without getting off when it wasn’t crowded; and there were even cast members of Fantasyland Dark Rides who would hold our ride car up to chat when it wasn’t crowded.
Part of the magic of Disney theme parks was always that Cast Members made you feel special and not just like you were visitors to the park but like you were part of their extended family. That was what always set Disney Cast Members apart from employees at other theme parks.
Unfortunately the Cast Member attitudes changed about five years ago, because they were overworked and underpaid. Then the pandemic hit and so many were fired, and they didn’t want to come back for such poor pay. It’s no wonder they no longer treat guests as part of the Disney Family.
But seriously, he’d give wrong directions for someone asking for directions? We have random people asking US (just guests) if we know how to get somewhere….can’t believe the author’s sorry attitude!
He’s probably one of the woke employees who walked out until Disney got itself involved with teaching 5 year olds the doctor and their parents may have made a mistake regarding their gender. Totally inappropriate
I get not asking for special treatment, but asking for directions?! How hard is that. And if you don’t want someone to know your a candy member then take your name tags off!
It’s very hard when you are stopped every 5 feet when I’ve just worked an 8-12 hours shift and I want to get home to my family. Cast don’t care we put on a “show”. We are underpaid and over worked. You want nice don’t be entitled “how hard is it when your off the clock to do something for me” that’s entitled. Do not bother cast that are clearly not on the clock.
Very hard you say? It’s hard to stop and talk to guests when you’re paid to do just that? What a loser you are, it’s a shame we the guests have been subsidizing your experience at Disney, hopefully that changes and soon.
Good thing he is a “former “ cast member. While yes I can agree with some of what he said , I most certainly do not agree with a lot of it. Cast members help make vacation magical , if you hate your job so much go get another one plenty of places hiring.
“We”? …. You are a FORMER cast member, sir. Don’t speak for me.
Also, whoever “Shawn” is in these comments, also needs to chill. It’s your JOB to represent the company and their standards. You absolutely do not even need to make “friends” with guests. You are allowed to be tired and want to go home from your job. But, if you are in uniform or have a name tag on you represent the company on or OFF the clock. That goes for employees of McDonalds, BestBuy, and yes, DISNEY.
You don’t need to spend ample time with them, You can be polite, courteous, answer quickly, or direct them to the next nearest cast member to assist if you are in THAT much of a rush.
You don’t want to be identified as Cast on the way to your car? Get backstage as quickly and professionally as possible, change your shirt and hide the name tag. 🙄
Not asking to be a cast members friend when I go. But I do expect a person to be polite. On the clock or off the clock. All I hear is they are over worked and under paid. I may not understand what is involved with your job. But I dont see a lot of physical labor in your job. And if it is so bad working there. Just find another job. I have been to Disney 35 times in my lifetime so far. I dont ask for favors. I just expect a smile from cast members. you work in the service industry. Try being polite to people . Even the so call people who think they are entitled. the old saying goes. Kill them with kindness. It works. If you are unhappy in your job. Find something you will enjoy doing. Life is to short to let people ruin your day or your life.
Tim, have you ever worked customer service? Let alone hospitality?
The man in the video is pointing out that being a Cast Member is a JOB. When you are off the clock, you don’t want to put on the charade any more. You don’t want to answer the questions anymore.
You talk about being polite off the clock? Why isn’t it expected of guests to give the same respect to off the clock cast members that are walking away from the park with their backpack? They had a LONG day dealing with people all day, maybe in the sun and heat and just want to get home. Stop being offended when other people’s worlds don’t revolve around what YOU need. Maybe that person just NEEDS a break after dealing with people all day. And no, they don’t want to give you directions regardless of whether they have a name tag on or not.
And all of you telling people they should be fired for saying it is a job, need to take another look at yourselves, because that is a terribly ugly thing to say.
As someone that comes from a hotel background, most people work in hospitality because they LOVE helping people and making their vacations special.
But guess what! There are days where the majority of guests you come in contact with are just horrible and entilted. And from this comment thread I can tell that the majority of you are those guests that have made some amazing hospitality employee’s day absolutely miserable for no good reason.
This is why it is so incredibly hard to staff hotels, restaurants, theme parks and the like. The general public has become so unrealistic in their expectations. You really thing that every single person that a cast member comes in contact with throughout the day is going to get super special treatment. No. That is unrealistic whether you like it or not. They will help you with what you need, smile and hope you enjoy your day before moving onto the next guest.
Hold yourself to a higher standard, be polite, nice, and pleasant, and not entitled and 9 times out of 10 you will have an amazing interaction.
Hi Chelsea. Disney used to have clear boundaries defining “On-Stage” and “Off-Stage” or, on the clock vs off the clock. Ideally, no guest should be able to ever see a cast member off the clock, or off stage.
You pretty much summed it up. I worked with the public for 40 years. Most days were great interacting with people, learning new things and meeting great people. But, there were THOSE days UGH. While on the clock, yes, I admit, I put on “what I’m getting paid to do” act. Once I’m clocked out, off came my uniform, name tag, or whatever would connect me to my place of employ and out the door I’d go. Some rare time a customer who knew I worked wherever, would stop me and ask me some question…I would politely tell them I’m off the clock, on my way home and so and so inside would be happy to help them. They actually understood once I explained the situation. For those who have never worked with the public, I say EVERYONE should work one eight hour shift with the public and low and behold…entire new attitude.
I have noticed cast member friendliness decline over the past year and a half to two years. They used to be friendly, but most aren’t anymore. I got yelled at by a cast member when I was getting on Mine Train. Because the seat I was going to sit in had a huge cup that hadn’t been removed from the previous riders and I had to take it out before getting in the car. I picked it up, looked behind me for a trash can, didn’t see one, looked for the cast member, didn’t see one, so I set it on the ground where I was because everyone was on the ride and I didn’t want to hold it up. The cast member that was doing the ride came and yelled at me for putting the cup on the ground. I explained that it wasn’t mine and I couldn’t find anyone/anywhere to put it. She said that doesn’t matter, that I never am to put a cup on the ground. I again explained it was in the car, that I couldn’t get in, and she said she didn’t care. She legitimately scolded and yelled at me infront of others. Same trip, I had a really rude cast member at one of the shops. Now, if that cup was mine and I was littering, I get getting scolded. But it was the cast member who is supposed to make sure the train is empty that is responsible. Not me. I am a friendly person. I always smile and am nice to staff, never ask for any special treatment. But just the overall environment of Disney now is no longer magical. We would go 1-2 times a year for over a week each trip. But with cast member behaviors, rising costs, wait times, etc, we are now going to universal. It’s unfortunate but it is what it is.
And as far as being upset about asking for directions when you’re off the clock, that just shows you don’t need to be in a service industry. To intentionally give people bad directions shows the type of employees that work there. And yes, I’ve worked service industry so I get the frustrations. Yet I have and would never take it out on guests. That’s a personality trait that I guess is missing now.
Hi Links. This is so unfortunate, and I’ve experienced similar lack of empathy by CMs. As for Universal, they don’t behave any better, but the expectation for them to really isn’t there.
I have had the privilege of working part time at Tokyo Disneyland for 5 years and full time at WDW for 3 years. This was all during the late-80’s to late 90’s.
Shawn – while I empathize with your desire to “turn off” when you’re off the clock, I place some of the blame on the corporate changes that have happened in the last couple of decades. It started about the time I was leaving the company for the last time in ’97-98. Until that time, off-duty cast members were COMPLETELY segregated from guests. From parking, to wardrobe, to back stage areas, etc., when a cast member was off the clock, they were not going to be in a position of interacting with guests.
I think that it all began with the Behind the Magic tours. Guests were “invited” (for a fee, of course) to see Cast Members back stage. Not going to delve into the ramifications that alone caused here. Then, the contracting of basic food services to non-Disney entities. In the beginning, most were compelled to maintain the Disney standards, but inevitably that would start to fade. Then, the removal of Wardrobe stations at some of the smaller locations where CM’s were encouraged to wear their costume home and take care of their own uniform laundry. This caused people to “see the magic” outside of its intended stage. Finally, having cast members literally parking in the same parking lot with the guests, while in costume, creates the very environment Thomas and Shawn are talking about.
Keep the magic separated! Back during my time – and this still happens a lot, but not everywhere – I would discretely remove myself from being “on stage” via a Cast Members Only door, proceed to my locker, change into my civvies, swap my dirties for cleans at wardrobe, then I could slip out the CMO doors and most no one would have a clue that I was a CM. I was NEVER accosted by guests off the clock, because I was never in costume off the clock.
If Disney cared, they would try MUCH harder keeping the Magic contained to on-stage. I shouldn’t have to find a CM, IN COSTUME, fixing a flat on FL-535 in the rain.
Take off the uniform. Period. For good. You don’t belong at Disney. I retired from being a Flight Attendant. In uniform you represent your company. Many times I was stopped and asked for help on my way out after 16+ hours. I was always kind and helpful. I know it’s the ‘it’s all about me’ attitude with people these days and that is sad. Look around and be thankful for what you have, for what God has provided. You will be a better person inside and out.
Hi Helen. We are in such a different time. The easing of the “Disney Look” has resulted in people being more concerned about themselves than the company they represent. I agree with you, but I also empathize with Shawn and Thomas being accosted off the clock, but that is much to Disney’s doing by blurring the “on-stage”, “off-stage” borders.
Too bad Disney standards are so low now when hiring these “Cast Members.” We have seen and also experienced the attitude that “some” of these cast members have. Sad to say its not what it used to be at all.
Yep. It used to be when a guest was rude to a cast member, it was almost always uncalled for and the cast member did not deserve the rudeness the guest showed him or her. Now with the new attitudes of some of the cast members, you have to wonder how much of it they are now bringing on themselves.
You can simply tell by the photo that Disney/ Traditions, the “Disney Look” is no longer.
The attitude is deplorable. You are expected to help a guest prior to being on the clock walking to your on stage area, on the clock, or off the clock walking out from your on stage area, on property when a guests asks questions or needs help.
During the Michael Eisner era, cast members, were not allowed to be seen in costume while off the clock. Costumes were not allowed to be taken off property, even the nametag.
If you’re referring to his photo, I don’t usually make first impression comments BUT, I’ve been in hiring positions for 45 years as management & owner in the service industry & I would be put off by his “unkept” appearance even for the “back of the house”!
Everything would be different for you if you TOOK THE NAME TAG AND COSTUME OFF! That’s an easy solution to your problem of people coming up to you to ask for help on your time off.
Disney Magic is still there but we as guests have to also mind our manners and shelf the “we are paying your salary” attitude. Both sides of this coin need adjustments.
He is correct, CM’c are not your friends. They are paid employees just like the retail clerks in Publix, Wal-Mart, etc. However you do not have to be friends with someone to be a friendly person. You can give directions whether on or off clock. Guests give other guests directions, why can’t he. On the same token, guests should not ask for special privileges. Do you ask the cashier in the grocery store for favors because your grocery bill was high? Just because you spent thousands on that vacation doesn’t entitle you to anything more than what you paid for. If you don’t like it, don’t spend that amount, just don’t go. Disney gives Magic, you don’t ask for it
Goofy came out of nowhere and took over pushing my daughters stroller. When I walked ahead and my daughter saw me she looked up to see who was doing my job. She was thrilled to see it was Goofy. It happened so quietly and magically. It was a great Disney gift that we will never forget <3
I am with this guy about people asking for special favors and bending of the rules. But there is now way the whole don’t approach me to ask directions as I am leaving thing is appropriate. Guests ask guests all the time for directions, I even help a couple of French speaking only guests when I was at Disney. You don’t have to be getting paid to be kind to someone else like that.
Kindness if free, even if you’re off the clock. Everyone has time to be kind. If I know where something is, I’m happy to help. Imagine me as a person who works with elementary school kids. Should I just shove them out of the way to get my car because I’m “OFF THE CLOCK!!” and I certainly can’t be bothered because I’ve had any kind of day, good or bad. That’s not how being humans work. People are certainly more and more entitled, but you don’t have to join them.
Just a thought has anyone complaining about the lack of ‘magic’ at the parks done something unexpected or ‘special’ for a cast member that helped you out? How many of you even taken the time to print out ‘Thank you’ notes before your trip to hand out to cast members that impressed you or showed you a bit of extra attention? When we go to the parks, I make a point to at least bring some “thank you” business card size cards to give out. I know it isn’t much, but I am sure just showing a bit of appreciation when they may be having a tough day helps.
Or even saying ‘Thank you’ in NORMAL situations.
The person at the counter brings your coffee… say Thank you.
You’ve finished your burger, but haven’t yet gotten up to throw away your trash and a cast member clears your table, say Thank you.
You buy the latest MagicBand+ and the cashier hands you the receipt… say Thank you.
You want to experience the Magic, then say the magic words… and mean it.
He’s probably one of the woke employees who walked out until Disney got itself involved with teaching 5 year olds the doctor and their parents may have made a mistake regarding their gender. Totally inappropriate
I agree with this gentleman. Cast members are not well paid, it is an entry level job for most of them. They are also not essential employees. Why would anybody expect someone, who is wearing street clothes and clearly not on the clock to do any kind of work? This is especially true since every friggen park has a dang map you can get for free at the entrance. If you can read at a 3rd grade level, you can understand the map! Why would there be any need to ask a stupid question such as where something is? If you see your kid’s teacher eating dinner at a restaurant. Do you walk up to their table and demand they review your kid’s homework, or figure they will do it the next school day? How would you self entitled jerks feel if someone demanded that you do work when youre off the clock and not being paid?
Comments for Former Cast Member Reminds Guests, “We’re Not Here to Be Your Friends”
Walter
There’s a reason he’s a former Cast Member, and no he is absolutely wrong, Cast Members are your friends and that’s why it’s the duty of all Cast at Disney to go above and beyond to create magic for all their friends and guests.
Shawn
Uhhhhh no I am currently employed at Disney and no absolutely not am I a guests friend. I work here I do my job and go home. I don’t care about guests issues don’t care that they had a bad day cuz they didn’t plan things out well. I am security and get yelled at for everything so no I don’t care about guests. I’ll do what I can for certain nice guest but still not your friend this is an employee/customer relationship. And your thinking that everyone is all friends is why the guests are so entitled
Walt
So much for making Magic, that attitude is clearly gone. It’s bitter, entitled people like you that have ruined Disney during the last 20 years… hope you get fired, and soon!
Skadi
No. It’s entitled, spoiled guests like you that have made people who used to love the “magic” they provided to guests get jaded. When I worked at Toy Story I had moments where I did provide magical moments for certain guests who 1) didn’t ask for them and 2) were usually in a situation where I was able to do a little something special that could make their day and everyone was happy. But even then there were plenty of pushy, arrogant, jerks who complained about everything in the hopes of getting something for free or extra fast passes or just trying to “get over”. So when you see the ugly, nasty side of people day after day (and there are a great many nasty people ) you get wise to the selfish nature of people. BTW, in Walt’s day, people were better-behaved ex: how many public brawls did you hear of in Disneyland in 1955?
VLM
….honey. Sweetie. I hate to interject the real world here, but if you’re getting paid to do it as a job, it’s not friendship. Cast Members are paid to be nice to you, but 1. There are distinct limits defined BY DISNEY, and you trying to push them limits makes YOU a bad “friend,” because it could get them FIRED, and 2. When they are OFF THE CLICK, they aren’t BEING paid to be nice to you anymore, and you’re being rude AF if you’re stopping them to demand freebies you don’t deserve.
The “magic” is killed by rude people who don’t know what friendship OR politeness actually are. I suggest you learn, and maybe then you’ll deserve “magic” again.
Samuel
Jesus, Walter! Hoping someone gets fired because they don’t want to pretend to be your friend is a lot worse than the guy admitting his day job isn’t a friendship racket. Hell, I don’t want to be your friend either–and I’m pretty sure with that attitude, I’m not the first person to tell you that.
Magic Maker
Go work for Six Flags where you belong
Ss
Go work for a much smaller theme park like 6 flags or knotts berry farm. Disney isn’t for you
Steve
“Employee/customer relationship”
Without realizing it, you clearly illustrated why you don’t belong. On top of all the other nonsense.
Patrick
The funny sad thing about social media is that you can tell what’s in a persons heart by what they type on public forums.
Shawn just showed everyone what’s in his heart….
mike
It’s time for Disney Employees to stop worrying about themselves & start worrying about customers whose total cost for an entire trip& stay can be about a thousand dollars a day & more. The whole expensive origin of the Disney concept was pure escape from the real world & to be treated like princesses & princes. We don’t pay to deal w/ your sexual issues, pay issues, opinions on how the company you work for & don’t own should be run or your politics! Just the escapism that has slowly disappeared over the last bunch of years! Remember how good of a future you had here down the road when you’re in the window asking” do you want fries with that?”
Crystal
Guess what that’s what working with customers and guests is all about but I guess u have lost the ability to do that, it is like that everywhere now, retail, call centers, healthcare centers u name it the guests are rude, mean, and ugly, but it’s not my job to be rude back it’s my job to have empathy, and help them solve the issues or problems that got them there, so if that’s how you really feel maybe u shouldn’t be working in any type of customer service type field anymore, maybe you should go find something better suited for your attitude.
Phil
You are CORRECT!!! You treat the guest “Kindly” But you aren’t getting into a “Friendship” !!
Marie
And this is why Disney is going down the tubes.
Yes…I have seen some rude guests, but you have no right to be a jerk to every paying customer because of a few idiots.
And Hmmmm….
Think maybe your attitude is why people treat you the way they do? ???
Jill A Sackett
I agree. He is a miserable person.
When I took my 6 year old (now 25) to Disney World, her father had terminal lung cancer
Everyone we met were great and helpful
You don’t know what families are going through and to experience a miserable person like him can ruin the entire experience
I will never go back myself…too woke 4 me
I like being called a ,”lady,” not a guest of all ages
SarahELuvsDisney
It’s easy to see why this guy no longer works for Disney theme parks. Cast Members at Disney theme parks have always treated us in the past like we were their friends. They would chat with us; remember us from visit to visit when we had annual passes; let us ride a ride continuously over and over again without getting off when it wasn’t crowded; and there were even cast members of Fantasyland Dark Rides who would hold our ride car up to chat when it wasn’t crowded.
Part of the magic of Disney theme parks was always that Cast Members made you feel special and not just like you were visitors to the park but like you were part of their extended family. That was what always set Disney Cast Members apart from employees at other theme parks.
Unfortunately the Cast Member attitudes changed about five years ago, because they were overworked and underpaid. Then the pandemic hit and so many were fired, and they didn’t want to come back for such poor pay. It’s no wonder they no longer treat guests as part of the Disney Family.
Carol
But seriously, he’d give wrong directions for someone asking for directions? We have random people asking US (just guests) if we know how to get somewhere….can’t believe the author’s sorry attitude!
Jill A Sackett
He’s probably one of the woke employees who walked out until Disney got itself involved with teaching 5 year olds the doctor and their parents may have made a mistake regarding their gender. Totally inappropriate
Steve
This guy is a piece of work. Should never have been hired, but I guess this is modern Disney standards.
Nancy w
I get not asking for special treatment, but asking for directions?! How hard is that. And if you don’t want someone to know your a candy member then take your name tags off!
Shawn
It’s very hard when you are stopped every 5 feet when I’ve just worked an 8-12 hours shift and I want to get home to my family. Cast don’t care we put on a “show”. We are underpaid and over worked. You want nice don’t be entitled “how hard is it when your off the clock to do something for me” that’s entitled. Do not bother cast that are clearly not on the clock.
Roy
Very hard you say? It’s hard to stop and talk to guests when you’re paid to do just that? What a loser you are, it’s a shame we the guests have been subsidizing your experience at Disney, hopefully that changes and soon.
By the way Shawn, you’re the entitled one.
Louis
I bet you’re the type of person who, if they see their doctor out at the grocery store, goes and asks him to look at this rash you’ve just noticed.
And if you say, “That’s not the same!” then tell me about what the actual DIFFERENCE is.
BTW, directions the long way around World Showcase isn’t WRONG, you’ll get there if you keep going, merely inconvenient.
Steve
Guest relations isn’t going to care, “Shawn”.
A
Good thing he is a “former “ cast member. While yes I can agree with some of what he said , I most certainly do not agree with a lot of it. Cast members help make vacation magical , if you hate your job so much go get another one plenty of places hiring.
Really?
“We”? …. You are a FORMER cast member, sir. Don’t speak for me.
Also, whoever “Shawn” is in these comments, also needs to chill. It’s your JOB to represent the company and their standards. You absolutely do not even need to make “friends” with guests. You are allowed to be tired and want to go home from your job. But, if you are in uniform or have a name tag on you represent the company on or OFF the clock. That goes for employees of McDonalds, BestBuy, and yes, DISNEY.
You don’t need to spend ample time with them, You can be polite, courteous, answer quickly, or direct them to the next nearest cast member to assist if you are in THAT much of a rush.
You don’t want to be identified as Cast on the way to your car? Get backstage as quickly and professionally as possible, change your shirt and hide the name tag. 🙄
Tim
Not asking to be a cast members friend when I go. But I do expect a person to be polite. On the clock or off the clock. All I hear is they are over worked and under paid. I may not understand what is involved with your job. But I dont see a lot of physical labor in your job. And if it is so bad working there. Just find another job. I have been to Disney 35 times in my lifetime so far. I dont ask for favors. I just expect a smile from cast members. you work in the service industry. Try being polite to people . Even the so call people who think they are entitled. the old saying goes. Kill them with kindness. It works. If you are unhappy in your job. Find something you will enjoy doing. Life is to short to let people ruin your day or your life.
MouseFan
⬆️ Exactly!
Chelsea
Tim, have you ever worked customer service? Let alone hospitality?
The man in the video is pointing out that being a Cast Member is a JOB. When you are off the clock, you don’t want to put on the charade any more. You don’t want to answer the questions anymore.
You talk about being polite off the clock? Why isn’t it expected of guests to give the same respect to off the clock cast members that are walking away from the park with their backpack? They had a LONG day dealing with people all day, maybe in the sun and heat and just want to get home. Stop being offended when other people’s worlds don’t revolve around what YOU need. Maybe that person just NEEDS a break after dealing with people all day. And no, they don’t want to give you directions regardless of whether they have a name tag on or not.
And all of you telling people they should be fired for saying it is a job, need to take another look at yourselves, because that is a terribly ugly thing to say.
As someone that comes from a hotel background, most people work in hospitality because they LOVE helping people and making their vacations special.
But guess what! There are days where the majority of guests you come in contact with are just horrible and entilted. And from this comment thread I can tell that the majority of you are those guests that have made some amazing hospitality employee’s day absolutely miserable for no good reason.
This is why it is so incredibly hard to staff hotels, restaurants, theme parks and the like. The general public has become so unrealistic in their expectations. You really thing that every single person that a cast member comes in contact with throughout the day is going to get super special treatment. No. That is unrealistic whether you like it or not. They will help you with what you need, smile and hope you enjoy your day before moving onto the next guest.
Hold yourself to a higher standard, be polite, nice, and pleasant, and not entitled and 9 times out of 10 you will have an amazing interaction.
Jim
Hi Chelsea. Disney used to have clear boundaries defining “On-Stage” and “Off-Stage” or, on the clock vs off the clock. Ideally, no guest should be able to ever see a cast member off the clock, or off stage.
Martha
You pretty much summed it up. I worked with the public for 40 years. Most days were great interacting with people, learning new things and meeting great people. But, there were THOSE days UGH. While on the clock, yes, I admit, I put on “what I’m getting paid to do” act. Once I’m clocked out, off came my uniform, name tag, or whatever would connect me to my place of employ and out the door I’d go. Some rare time a customer who knew I worked wherever, would stop me and ask me some question…I would politely tell them I’m off the clock, on my way home and so and so inside would be happy to help them. They actually understood once I explained the situation. For those who have never worked with the public, I say EVERYONE should work one eight hour shift with the public and low and behold…entire new attitude.
Chris From Orlando
“You ruined my vacation”
That’s center square on “Cast Member Bingo”
Jim
Worked in Guest Relations for a couple years. You can’t believe how many times we’ve heard that.
Links
I have noticed cast member friendliness decline over the past year and a half to two years. They used to be friendly, but most aren’t anymore. I got yelled at by a cast member when I was getting on Mine Train. Because the seat I was going to sit in had a huge cup that hadn’t been removed from the previous riders and I had to take it out before getting in the car. I picked it up, looked behind me for a trash can, didn’t see one, looked for the cast member, didn’t see one, so I set it on the ground where I was because everyone was on the ride and I didn’t want to hold it up. The cast member that was doing the ride came and yelled at me for putting the cup on the ground. I explained that it wasn’t mine and I couldn’t find anyone/anywhere to put it. She said that doesn’t matter, that I never am to put a cup on the ground. I again explained it was in the car, that I couldn’t get in, and she said she didn’t care. She legitimately scolded and yelled at me infront of others. Same trip, I had a really rude cast member at one of the shops. Now, if that cup was mine and I was littering, I get getting scolded. But it was the cast member who is supposed to make sure the train is empty that is responsible. Not me. I am a friendly person. I always smile and am nice to staff, never ask for any special treatment. But just the overall environment of Disney now is no longer magical. We would go 1-2 times a year for over a week each trip. But with cast member behaviors, rising costs, wait times, etc, we are now going to universal. It’s unfortunate but it is what it is.
And as far as being upset about asking for directions when you’re off the clock, that just shows you don’t need to be in a service industry. To intentionally give people bad directions shows the type of employees that work there. And yes, I’ve worked service industry so I get the frustrations. Yet I have and would never take it out on guests. That’s a personality trait that I guess is missing now.
Jim
Hi Links. This is so unfortunate, and I’ve experienced similar lack of empathy by CMs. As for Universal, they don’t behave any better, but the expectation for them to really isn’t there.
Jim
I have had the privilege of working part time at Tokyo Disneyland for 5 years and full time at WDW for 3 years. This was all during the late-80’s to late 90’s.
Shawn – while I empathize with your desire to “turn off” when you’re off the clock, I place some of the blame on the corporate changes that have happened in the last couple of decades. It started about the time I was leaving the company for the last time in ’97-98. Until that time, off-duty cast members were COMPLETELY segregated from guests. From parking, to wardrobe, to back stage areas, etc., when a cast member was off the clock, they were not going to be in a position of interacting with guests.
I think that it all began with the Behind the Magic tours. Guests were “invited” (for a fee, of course) to see Cast Members back stage. Not going to delve into the ramifications that alone caused here. Then, the contracting of basic food services to non-Disney entities. In the beginning, most were compelled to maintain the Disney standards, but inevitably that would start to fade. Then, the removal of Wardrobe stations at some of the smaller locations where CM’s were encouraged to wear their costume home and take care of their own uniform laundry. This caused people to “see the magic” outside of its intended stage. Finally, having cast members literally parking in the same parking lot with the guests, while in costume, creates the very environment Thomas and Shawn are talking about.
Keep the magic separated! Back during my time – and this still happens a lot, but not everywhere – I would discretely remove myself from being “on stage” via a Cast Members Only door, proceed to my locker, change into my civvies, swap my dirties for cleans at wardrobe, then I could slip out the CMO doors and most no one would have a clue that I was a CM. I was NEVER accosted by guests off the clock, because I was never in costume off the clock.
If Disney cared, they would try MUCH harder keeping the Magic contained to on-stage. I shouldn’t have to find a CM, IN COSTUME, fixing a flat on FL-535 in the rain.
Helen
Take off the uniform. Period. For good. You don’t belong at Disney. I retired from being a Flight Attendant. In uniform you represent your company. Many times I was stopped and asked for help on my way out after 16+ hours. I was always kind and helpful. I know it’s the ‘it’s all about me’ attitude with people these days and that is sad. Look around and be thankful for what you have, for what God has provided. You will be a better person inside and out.
Jim
Hi Helen. We are in such a different time. The easing of the “Disney Look” has resulted in people being more concerned about themselves than the company they represent. I agree with you, but I also empathize with Shawn and Thomas being accosted off the clock, but that is much to Disney’s doing by blurring the “on-stage”, “off-stage” borders.
D
Too bad Disney standards are so low now when hiring these “Cast Members.” We have seen and also experienced the attitude that “some” of these cast members have. Sad to say its not what it used to be at all.
Marie
Yep. It used to be when a guest was rude to a cast member, it was almost always uncalled for and the cast member did not deserve the rudeness the guest showed him or her. Now with the new attitudes of some of the cast members, you have to wonder how much of it they are now bringing on themselves.
Royz
What if you said this to Walt?
You can simply tell by the photo that Disney/ Traditions, the “Disney Look” is no longer.
The attitude is deplorable. You are expected to help a guest prior to being on the clock walking to your on stage area, on the clock, or off the clock walking out from your on stage area, on property when a guests asks questions or needs help.
During the Michael Eisner era, cast members, were not allowed to be seen in costume while off the clock. Costumes were not allowed to be taken off property, even the nametag.
mike
If you’re referring to his photo, I don’t usually make first impression comments BUT, I’ve been in hiring positions for 45 years as management & owner in the service industry & I would be put off by his “unkept” appearance even for the “back of the house”!
Kim
The only thing I never understood with “the look” was no moustache, as both Walt and I believe Roy each had one. The rest I understood.
Jonny
Thomas and Shawn have horrible attitudes. As Shawn is still employed, he needs to successfully complete a remedial customer care class or be fired.
Kris
Everything would be different for you if you TOOK THE NAME TAG AND COSTUME OFF! That’s an easy solution to your problem of people coming up to you to ask for help on your time off.
Disney Magic is still there but we as guests have to also mind our manners and shelf the “we are paying your salary” attitude. Both sides of this coin need adjustments.
SHARON LENNOX
He is correct, CM’c are not your friends. They are paid employees just like the retail clerks in Publix, Wal-Mart, etc. However you do not have to be friends with someone to be a friendly person. You can give directions whether on or off clock. Guests give other guests directions, why can’t he. On the same token, guests should not ask for special privileges. Do you ask the cashier in the grocery store for favors because your grocery bill was high? Just because you spent thousands on that vacation doesn’t entitle you to anything more than what you paid for. If you don’t like it, don’t spend that amount, just don’t go. Disney gives Magic, you don’t ask for it
Jax
Goofy came out of nowhere and took over pushing my daughters stroller. When I walked ahead and my daughter saw me she looked up to see who was doing my job. She was thrilled to see it was Goofy. It happened so quietly and magically. It was a great Disney gift that we will never forget <3
Marco
I am with this guy about people asking for special favors and bending of the rules. But there is now way the whole don’t approach me to ask directions as I am leaving thing is appropriate. Guests ask guests all the time for directions, I even help a couple of French speaking only guests when I was at Disney. You don’t have to be getting paid to be kind to someone else like that.
J
Surprised anyone would care to be his “friend” and he is probably just an envious person that he had a crappy job working there.
mike
On the late-night shift !
Jacky
You want people to be friendly? If you can’t stop being a racist, maybe you shouldn’t be out in public at all, Mr. White.
Jacky
Kindness if free, even if you’re off the clock. Everyone has time to be kind. If I know where something is, I’m happy to help. Imagine me as a person who works with elementary school kids. Should I just shove them out of the way to get my car because I’m “OFF THE CLOCK!!” and I certainly can’t be bothered because I’ve had any kind of day, good or bad. That’s not how being humans work. People are certainly more and more entitled, but you don’t have to join them.
Be Nice
Just a thought has anyone complaining about the lack of ‘magic’ at the parks done something unexpected or ‘special’ for a cast member that helped you out? How many of you even taken the time to print out ‘Thank you’ notes before your trip to hand out to cast members that impressed you or showed you a bit of extra attention? When we go to the parks, I make a point to at least bring some “thank you” business card size cards to give out. I know it isn’t much, but I am sure just showing a bit of appreciation when they may be having a tough day helps.
Louis
Or even saying ‘Thank you’ in NORMAL situations.
The person at the counter brings your coffee… say Thank you.
You’ve finished your burger, but haven’t yet gotten up to throw away your trash and a cast member clears your table, say Thank you.
You buy the latest MagicBand+ and the cashier hands you the receipt… say Thank you.
You want to experience the Magic, then say the magic words… and mean it.
Be Nice
Exactly my thoughts! Thank you for being a reasonable human being! You give me hope there are still some ‘nice’ people in the world.
Jill A Sackett
He’s probably one of the woke employees who walked out until Disney got itself involved with teaching 5 year olds the doctor and their parents may have made a mistake regarding their gender. Totally inappropriate
Chris
I agree with this gentleman. Cast members are not well paid, it is an entry level job for most of them. They are also not essential employees. Why would anybody expect someone, who is wearing street clothes and clearly not on the clock to do any kind of work? This is especially true since every friggen park has a dang map you can get for free at the entrance. If you can read at a 3rd grade level, you can understand the map! Why would there be any need to ask a stupid question such as where something is? If you see your kid’s teacher eating dinner at a restaurant. Do you walk up to their table and demand they review your kid’s homework, or figure they will do it the next school day? How would you self entitled jerks feel if someone demanded that you do work when youre off the clock and not being paid?
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