When was the last time you plussed a Cast Member's day?

[Malcon10t]

I eat out about 50 times a month and maybe once every two or three months, I'll ask for the manager to compliment somebody if they really deserve it. I don't think that it happens too often in some places, since when I did that at Harrah's in Las Vegas, the server started visibly shaking when I asked for the manager. Poor thing. She was excellent and was not a native English speaker. It's nice when people have pride in their jobs, no matter how much they make.
I have a little sideline job where I get paid by companies to go to their places and see if the employees are doing their jobs. I arrived at this one place, and the gal went above and beyond. She did everything she was supposed to and them some. After I finished, I asked her if I could speak to her manager. She almost started crying, asking what she had done wrong. I tried to reassure her and she called him forward. I explained who I was, and he almost glared at her even before I even gave him the results. Once I said it was all good, he was all smiles. Then I got to hand her the $50 gift card, and her tears REALLY started. It really is amazing what just a good word can do for someone. A little kindness goes a long way in a job where the majority of all you hear are complaints.

[CmHyperion]

I'm not sure if this has changed, but the policy used to be that a CM had to refuse a tip twice, and on the third attempt they were allowed to take it.

and then give it to charity.

[ChipmunkStar]

and then give it to charity.

What? Do you even know what you're talking about?

The rule is you refuse it twice, then you accept. If it's a large amount (like $20 or over), then you report to your managers that you recieved it. If it's less than that, it's yours. Trust me, they don't need to know if you were given a single dollar for loading someone onto a ride in a considerate fashion, but if you're recieving a Swarovski crystal clock, they may need to know about that.

[ThemeParkAddictOfOC]

I have a little sideline job where I get paid by companies to go to their places and see if the employees are doing their jobs.

Sounds like fun.


It really is amazing what just a good word can do for someone. A little kindness goes a long way in a job where the majority of all you hear are complaints.

Agreed. I'll do more complaining once I master the walking on water trick. In the meantime, I prefer to reward positive behavior. It works for kids and animals. Why don't we do this more often for grown-ups?

Anyway, I hope that this particular DCA CM gets recognized for making our day special. Thanks again for that link. I knew that somebody here would have it.

[Ulysses]

At the risk of getting seriously flamed, I have to say that I think the City Hall CM had kind of a point. I'm guessing that she was probably a bit wary of the compliment because of the tendency of some in the fan community to go over the top when it comes to complimenting CMs. You said it yourself that you walk in and write up compiments every day, which really does seem pretty excessive. It even makes me wonder if you got the reaction that you did because the CM recognized you.


-Jeff

Jeff is right, and I am a CM (and also a lead). This year to date I have 6 guest compliments. They are a delight and usually a surprise to receive. They make the managers take notice and, more importantly, show me I am doing my job well. Some CMs do try to "stuff" guest compliments by getting their friends and family to give them. When you give a guest compliment, be prepared to write or say what was so extraordinary about your service. "The CM went to the stockroom to get me a snowglobe packed in a box." Sorry, that's the CM's job. "The CM apologized for not having the item I wanted in stock, then got on the phone and made 5 calls to various locations before locating it for me. He/she then arranged to have it held for me and gave me the name of the CM at the other location who would be expecting me." That is arguably also the CM's job, but it is more than most would do and IMO merits a compliment. When I see a CM under my supervision doing something like that they get recognition.

A guest compliment is a great occasion for a CM. Thanks very much to all our guests who take the time to give them -- and even wait in line at City Hall to do so -- but don't cheapen them by giving them just for the sake of giving them. If you can identify a CM every day of your visit who really makes your day magical by an extraordinary effort, then go for it! I hope it happens. It should happen!

[Ulysses]

What? Do you even know what you're talking about?

The rule is you refuse it twice, then you accept. If it's a large amount (like $20 or over), then you report to your managers that you recieved it. If it's less than that, it's yours. Trust me, they don't need to know if you were given a single dollar for loading someone onto a ride in a considerate fashion, but if you're recieving a Swarovski crystal clock, they may need to know about that.

You need to review your training. The rule is that you refuse it three times. After that you may accept it but you may not keep it. You give it to the manager. The manager arranges for it to be donated to charity in your name.

That is the official company policy. The practice at your location may vary, but that is the policy.

[ChipmunkStar]

You need to review your training. The rule is that you refuse it three times. After that you may accept it but you may not keep it. You give it to the manager. The manager arranges for it to be donated to charity in your name.

That is the official company policy. The practice at your location may vary, but that is the policy.

Well, I suppose policy practices have changed since 6 years ago...

[ssturgeo]

I filled out a form at City Hall my last trip (Nov. 2005). Had to wait in a long line...was it worth it, to me it was. I also emailed Guest Relations and Vacation Planning...just to ensure he got recognized as I thought he deserved. I got a very nice response from both Guest Relations and VP. And,

Sometimes we only get one chance...don't think, I will do it next trip, etc. In January this young man was hit and killed by a hit and run driver (who was apprehended) leaving Disneyland. I was soooo glad I had taken the time to let him and his supervisors know what an outstanding CM he was.

[hlbtimes2]

My friends and I filled out the compliment form at city hall in May. My friend was having a melt down over a miscomunication regarding seeing Sleeping Beauty (dont ask!). The handler at the storybook shop after story time helped us out. So, we go his name and my friend went and wrote a much longer then needed thank you at city hall. LOL It was one of those moments that you really felt like they cared about your experience and want to help make things magical for my friend.

[JookyG]

HUH?? I, as a paying customer, am the GUEST of CM's. Why should I pay and then go out of my way to please someone whose JOB is to please me?

Not that I abuse CM's or anything, or have anything against them.

Yes, ladies and gentlemen, that is exactly the attitude to take if you want lousy service from anyone in the service industry. You don't have to go out of your way to please "the hired help," but common courtesy says that to be a decent human being you should give back what you receive. Some would call it RESPECT. Regardless of how you want to be regarded as a human being, if you want to have a great time and get excellent service, it's what you do, even if it's just a smile and a friendly hello, or a "hey, you're doing a great job!" Consider it a non-monetary gratuity if that's the only way you can stand to do it.

[bellefan]

I think this is a GREAT topic - thanks for starting it! I am a PT CM and while I don't work for DLR, I do work for Disney in another capacity, in the public eye. I try my HARDEST to represent the company well and try to think of it as if I am the only contact this family/child/person may ever have with Disney. If I'm having a bad day, I try to leave it back stage and remember what counts. Hearing stories like these are good for our hearts. Whether anyone writes a nice letter about me or not, its good to know that some special people out there notice.

Thanks again!

[Opus1guy]

Okay...I'm gonna fess up to one we've been doing for decades:

As some of you regular readers know, several times a year my Club 33 Member-Friend and I go to Disneyland just by ourselves on sort of a total "Disney Day." These are days when we usually focus and enjoy Disneyland from a total business/magic/geek point of view. This usually involves a lunch or dinner at Club 33.

In the course of our many individual and together trips to Disneyland, we encounter many wonderful Cast Members that really shine in their roles and Hosts and Hostesses. The ones that have a true love of "Disney" and that special spirit that made Walt say, "You can dream, create, design and build the most wonderful place in the world, but it requires people to make the dream a reality."

Several of these exceptional Cast we get to know fairly well and they get to know us and sometimes even recognize us by name. They are almost always ones we both see and notice on multiple trips. These can be anyone from Ticket Takers, Ride Operators, Management/Executives, Restaurant Workers, Entertainers...anyone.

Then once we've identified someone we want to join us...what we do is invite them and their spouse/friend to join us on our next "Disney Day" for lunch or dinner at Club 33. They're usually thrilled and we all have a blast, with my Member-Friend and I splitting the bill.

Several of these recipients of our own version of "Disney Dreams" over the years, have gone on to long careers with Disney and we remain long-time friends with several. While usually it's the employer that recognizes outstanding service...we just think it's fun to have our own little "awards show" if you will...and have them get some nice recognition from some Guests. :)

What's really interesting is that while being the guest of my Member-Friend at special Club 33 "Members Only" events and meeting and talking with many other Members...we've discovered we're not the only ones that do this! Even the Club 33 Member that lives in Australia that was mentioned in the recent "Disney Insider" article on Club 33...does the same thing! Clearly a lot of Club 33 Members are true Disney fans that appreciate and like to recognize in their own special way, certain Cast Members that make the dream a reality, when they can. Which is nice to see, IMHO.


The rule is you refuse it twice, then you accept. If it's a large amount (like $20 or over), then you report to your managers that you recieved it. If it's less than that, it's yours. Trust me, they don't need to know if you were given a single dollar for loading someone onto a ride in a considerate fashion, but if you're recieving a Swarovski crystal clock, they may need to know about that.

Right. And along with this we usually personally talk with some we know in Disneyland Management about the exceptional Cast Member and what our plans are. We usually follow up with a letter of compliment as well. Management has never indicated anything other than appreciation and approval, and it's clearly nothing that unusual for them to deal with this sort of thing. On one occasion Disneyland asked if they could do a story on our fun little "Thanks" thing for their Disneyland Line Cast Newsletter. We respectfully declined.

Oh...and perhaps I should mention that we've invited a few Club 33 Cast over the years to join us (usually outside of Disneyland) for a special "Thank You" dinner or something, too. ;)

[kohl]

We just had a great stay at the Grand Californian and got to stay concierge. We had one of the best trips and it was because we had such great Cast Members.
So yesterday my husband wrote a great letter and sent it to the head person in charge of the hotel to let her know what great service we got. He named them personally. They really did go above and beyond what there job was and we wanted to let them know what great Cast Members they have working for them.

[Pilot Mickey]

I'm not sure if this has changed, but the policy used to be that a CM had to refuse a tip twice, and on the third attempt they were allowed to take it.
i didn't understand it at the time, but the other Jungle Cruise castmember, who we told we were going to give the Churro to the skipper, he said that same thing, for a Churro, i thought he was joking, but i guess he wasn't

[hg0079]

While on our trip the ladies at the City Hall who went above and beyond to get me to mary poppins, I took not of her name and wrote out a thankyou card to her and the next day brought it to city hall.

[disneyperson]

Opus, that is a wonderful thing to do for special CMs. It's true that DL is all about the people one meets there. I know it is for Zero and me. We were very touched when one of the jazz musicians chose to spend his entire break chatting with us two weeks ago. We always meet wonderful CMs that have attitudes that are the very essence of Disney magic.
Even though I know many of the CMs are new and often over worked they still manage to give extraordinary service.

[ToursbabeC3po]

Opus1guy what you do is AWESOME....
There is one thing that really bothered me when I worked for Disney....When you got a complaint they would tell you with in 24 hours and call you into the office and talk to you about it. If you got a compliment you would get a little card (with a stupid coin you could do nothing with) and you were lucky if you got it 3 or 4 months after you received the compliment from the guest. Half the time I did not even remember who the guest was or what happened.
It is very important to focus more on positive then negative if you want positive results from your workers. I think that you should get the compliments as fast as you get the complaints.

Laffite I have a homework assignment for you. Watch "What the &%$#@ do we know." You can rent it at the Video store. It may help you be a more positive person and not think that giving someone credit for doing a great job is a bad thing. No one owes you anything when you go to the park. It is not a Disney's cast member’s job to make you happy it is there job to serve you food, Get you on a ride safe, and clean your toilet. They make a choice to make your stay a positive experience. Just like it is your choice to positively reinforce what a good job they are doing.

I think anyone that takes the time out to leave a compliment is awesome. If a guest is taking the time out to do that it means that the cast member impacted there day in some way that mattered to them. It should not matter what it is that they did. Just that they did it :)
Jen Jen Jen

[PrettyPrettyPrincess]

HUH?? I, as a paying customer, am the GUEST of CM's. Why should I pay and then go out of my way to please someone whose JOB is to please me?

Not that I abuse CM's or anything, or have anything against them.


The Only Problem with a comment like that is ... APPRECIATION ... All i have to say is that as a CM, I know it is our job to be there and please you but we are not there to be treated like crap. Trust me if you had to deal with as many people as we do on a daily basis, you might not always be as Happy as they want you to be. We try our best of course everybody has a bad day. We are all told you know we work while others play. Just remember you should treat others as you want to be treated.