When we visit Walt Disney World or Disneyland, we tend to expect the Cast Members to be bright and cheery. After all, they’re the ones who create the magic! And most Cast Members are fantastic. So what do you do if you come across a Cast Member who is less than magical?
The first thing that I will try to do if I come across a Cast Member who seems rude is that I try to be as nice as possible. Their attitude should not reflect mine. I might thank them, give them a compliment, or even just tell them (politely) to have a nice day. Sometimes a few simple words can turn someone’s day around. This wasn’t at Disney, but I’ll never forget a woman who, when I asked her how her day was going, told me that no one had ever asked her that before. She had worked the same customer service job for over two decades.
Another thing that I’ll do when dealing with a rude Cast Member is to remember that they’re human. Why is that so easy to forget sometimes? Cast Members stand outside in the heat for long hours and get yelled at all day. I’ll never forget the woman in hospitality who begged me to not yell at her. There were people before us who had been visibly upset by a rule, and they took it out on her. She was a very nice woman, and we ended up leaving her a Cast Compliment. I hope that it helped to turn her day around.
Everyone has bad days. Just because Disney is “a happy place” doesn’t mean those who work there are cheerful each moment. They have bills to pay, sick kids, car problems, etc. When I worked in customer service, one of the hardest things that I ever did was return to work after my grandmother’s funeral. My world had fallen apart, but I couldn’t let it show.
Remember, too, that many Cast Members are in the College Program. Some have never been so far away from home before! They’re homesick, and they’re missing birthdays and holidays; only to get yelled at because of the cost of a Mickey Pretzel.
Every time I go to Walt Disney World, I encounter rude guests. But I don’t always encounter rude Cast Members. I think that’s where the problem starts. If the guests would behave, maybe the Cast Members would feel a little more magical.
Sometimes, though, there may be a Cast Member who is totally out of line for some reason, even after you tried to be nice. If that’s the case, let Disney know. In all my years of going to Walt Disney World, I’ve only filed a complaint once. This Cast Member was so rude that I knew I had to do something, because otherwise, it would ruin my day. I went to Guest Relations and let them know what happened, and they took my complaint seriously. You can also email Walt Disney World or Disneyland.
Complain, though, as a last resort. If it’s something that won’t matter in a couple of hours and you’ll mostly forget by the end of the day, let it go. Don’t let another person’s attitude have power over you.