Unfortunately again, this CM’s response to the guest was out of line.
The new generations of CMs just do not have (for the most part) the knack and or talent for guest services.
The problem may also be with DLR and WDWR Casting (in addition to the mid level supervisors).
It seems casting is not placing CMs in what is best suited for them in terms of roles.
Two options here:
First, outright cut the CM’s role and dismiss CM.from the company.
Second, recast the CM.into a backstage role while also retrain in Traditions from six months to year and give the CM, then another take at the onstage role.
There are just those who have the knack and those who dont. The casting process is just filling positions with CMs at this point because they need more to work roles. No mind is paid to what role is right for what CM.
Yeah, my daughter said the woman in sales was rude. I excused her by saying; ” they’re not cast members, just the ones working the rides and acting.” It was her first time and I had been telling my family how great customer service was and how clean the parks were; then they walk into a bathroom with paper towels all over the floor and there was trash inside the arch of the castle. I was embarrassed, it made me look like a liar. I bet Walt would be embarrassed too. Lol! 😂
It might have something to do with the fact that Cast Members don’t really make a good living wage and many can’t afford basic needs. Disney upper management is at fault.
Guests are customers & cast are employees. For past several years I’ve watched this. I warned not a good direction. If ‘fantasy’ is your business you cant sell what you dont believe in. Knowing your job is over cuz a guest might complain is pressure! & you knowing you have no way to fix it or listened to-what’s happening is/was predictable. Cast are people too💕
My suggestion would have been to take the cash and advise the line the credit card machine needs rebooting if they would like to wait till it resets they can by all means if not they can pay by cash or visit another stand. No the CM should not have yelled if this happened like that but they also don’t deserve to be fired for one incident.
It can take up to an hour for a machine to fully reboot (depending on the connection and why it crashed). So in that time they still cannot take cash either….. as the drawer is tied to the machine.
Comments for Cast Member Blames Guest For “Breaking” Credit Card Machine, Screams at Entire Line
Royz
Unfortunately again, this CM’s response to the guest was out of line.
The new generations of CMs just do not have (for the most part) the knack and or talent for guest services.
The problem may also be with DLR and WDWR Casting (in addition to the mid level supervisors).
It seems casting is not placing CMs in what is best suited for them in terms of roles.
Two options here:
First, outright cut the CM’s role and dismiss CM.from the company.
Second, recast the CM.into a backstage role while also retrain in Traditions from six months to year and give the CM, then another take at the onstage role.
There are just those who have the knack and those who dont. The casting process is just filling positions with CMs at this point because they need more to work roles. No mind is paid to what role is right for what CM.
Leeann Jacket
Yeah, my daughter said the woman in sales was rude. I excused her by saying; ” they’re not cast members, just the ones working the rides and acting.” It was her first time and I had been telling my family how great customer service was and how clean the parks were; then they walk into a bathroom with paper towels all over the floor and there was trash inside the arch of the castle. I was embarrassed, it made me look like a liar. I bet Walt would be embarrassed too. Lol! 😂
Rob
It might have something to do with the fact that Cast Members don’t really make a good living wage and many can’t afford basic needs. Disney upper management is at fault.
D oldham
Guests are customers & cast are employees. For past several years I’ve watched this. I warned not a good direction. If ‘fantasy’ is your business you cant sell what you dont believe in. Knowing your job is over cuz a guest might complain is pressure! & you knowing you have no way to fix it or listened to-what’s happening is/was predictable. Cast are people too💕
Mary Ann
My suggestion would have been to take the cash and advise the line the credit card machine needs rebooting if they would like to wait till it resets they can by all means if not they can pay by cash or visit another stand. No the CM should not have yelled if this happened like that but they also don’t deserve to be fired for one incident.
Dawn
It can take up to an hour for a machine to fully reboot (depending on the connection and why it crashed). So in that time they still cannot take cash either….. as the drawer is tied to the machine.
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