Standoff with Guests

[IndyandMarion]

Ok, first, get the popcorn and drinks, you're going to be here for a while.

Good. Now here's the deal. Attractions have height requirements. If you don't meet them, if you're doing your job right, then the person isn't riding.

*The following has not been altered or exaggerated in any way*

Well I was at front grouper today when I was called to back grouper (Hell on Disney's earth to some) over at the Coaster for a second opinion on a height check (Back grouper was a new CP so he hadn't gotten the full grasp of being able to check someone's height without pysically checking it). The group had a girl that it BOARDER LINE 48 inches. I mean the closest you could possibly get to being boarder line. Well, her head still didn't hit the bottom of the rail we use to check heights and told the (I'm guessing mother) that she couldn't ride.

"Well she's been on twice today already."
"Ok, I understand this. But I'm checking her right here and while she is boarder line, she just isn't tall enough to go on."
"Well check her again." (A please would have been fine but no, it's ok).
"Alright." So I checked again and she still wasn't there (Apparently the mother was hoping the child would grow that extra inch in the ten second span). "Sorry, but she's still not hitting it."

So at this point she's becoming a little miffed about the situation and grabs the child's head (Not roughly or anything) and tries to make it covered but streches the kids neck and head to where it hits the rail. In that case, she hit the rail. I asked the mother to remove her hands (which she did) and the kid still wasn't there. THEN the other person in the group (Note: The group was apparently made up of five people, the adults being the mothers of the children in the group) does the same thing, grabs the kids head (Again, not roughly) and magically the kids head hits the rail.

At this point, the line is getting backed up and people behind the group are getting ansy for this to finish so they can get on, others are doing the "She's tall enough" deal (This will play out later). The one thing that really surprised me was that the boy in the group was actually trying to get her to stop while she was ahead, but to no avail.

"Ok. We're not getting anywhere here. I'm not permitting her to ride simply for her safety."
"But she's been on twice already!"
"Understandable. However, the other times, those people were not doing their appropriate jobs. I am doing my job and she doesn't meet the height requirement. I cannot allow her to ride."
"This is bullshit." (Which ruffles a few other the "Let her on" people's feathers)
"First off, we're at Disney. So I'll ask that you not use that lanuage here. Second, I will call a manager and he will have the final say in the situation."
"Ok, then this is BS, fine call your manager."

So I request that a manager stop by for a height situation and tell the mother that he is on his way. The other female in the group simply gives up and just suggests that they do the child swap and I begin to explain how it works when the first mother decides to chime in and intterupt me with the usual "That's not what we want to do" line. Then on top of this, moments later the second female (who before this moment was the calm one in their group) starts to jump a little. I ask the group to wait to the side until the manager arrives and go back to letting the others in.

No more than, 30 seconds later, mother one (Butts in and says "THERE'S FOUR WAITING TO GO ON RIGHT HERE!, this pertaining to the others in the group, who were in the process of making their way to the bypass door to leave), but at that point they had gotten so aggrivated (and for them to be aggrivated was pointless in my view) that they stormed down the bypass tunnel only to return a moment later with the little girl in tow. (At one point, the CM over on the other side of the track was trying to get me to just give up, which I would have, unfortunately, the mother would have none of it) Well at that point, the little one was crying so Mother One decides to yell a bit more and throw the blame on me. I stop the line once again and deal with her.
"Madam I am sorry she is crying. But it is for HER OWN SAFETY that I am not allowing her to ride. My manager will be here shortly."
"Well what's your managers name?!"
"Mike"
"Mike what!"
"No need for a last name, Just Mike. He will be here shortly Madam. Now I will let the others in your group go on if you wish."
"We don't want to go on your FUCKING RIDE Anymore!"

Well needless to say everyone else who was working the loading area was atuned to the situation. (I had found this out later but even UNLOAD, which is in a seperate area of the ride had caught wind of this during the time of the situation...Apparently from the storming around the other part of the group made). With the comment she had just made, EVERY PERSON IN THE AREA turned to her direction and I heard various gasps and "Watch your lanuage" and "There are children around!" lines coming from even the SAME PEOPLE who were only moments ago saying "She's tall enough". Heck, they were even whistling, cheering and clapping for me from myself standing against her this long and taking this.

Now everything was cool to me. I was ignoring her comments until she started verbally attacking me once more as I continued to load the rows as normal, blocking her out and going on my way (Occasionally, when we were completely full, I would turn to her, put my arms in front of me and cross my hands at my waist while she continued on, or streched a little). Well once she finally gave up with that, she actually PHYSICALLY pushed her way into the line, cut others off just to get to me and said and I quote: "YOU WILL NOT IGNORE ME WHEN I AM TALKING TO YOU!"

Well, that was it. I had finally had enough. So I request the CM in launch base to call security for me and I once again, return to my loading the rows (With the added, "Good going" and "Way to hang in there" from various people).

Just before she finally stormed off she said "YOU HAVE RUINED MY VACATION YOU LITTLE PRICK!"
*Like dirt off my shoulder I responded* "Thanks for the compliment"

So a few moments later one of my friends walks in with a under cover and the security guy. We step in the back and talk of the situation. I hear the story that they (The mother and mother two) gave and apparently, aside from my cool demenor and complete control over the situation and never rasing my voice I was "The rudest cast member ever and shouldn't be allow to work at Disney" (Thanks for the compliment again).

Meanwhile in the gift shop and courtyard, the manager is talking to the mother, all the while GUESTS are coming up to the manager and saying that she was being a complete pain and that I had never raised my voice once or never lost control (I now go to remove the HYS book, I have a new found respect for Guests).

While I am not sure of what came from the situation and if they ever rode or not, I'm just glad I had taken over to check the height because no offence to him or anything, but the CP that asked for my opinion would have been torn apart by her.

CMs who had been outside that were coming in from the rotation or for break were seeking me out to find out what had happened (Hell, even MERCHANDISE CMs were looking for me to find out what went on).

There were plenty of times that I could have just lost it and gotten the deal over with (and lost my job in the process) but I never did. I owe everything that I used in the situation to the person who spent 26 YEARS in the Marine Corps and spent 25 YEARS teaching a Marine Corps JROTC program at my former high school (He had started the program), who was my teacher for 4 years while I was in the program at the high school, who I see on a daily basis, my idol, mentor and greatest friend anyone could have, my grandfather.

[Notatourist]

Notatourist stands...

Claps....

And joins others in clapping.


Way to go. Walt would be proud.

[LittleDollClaudia]

:joins the standing ovation: Bravo. You are the kind of CM I hardly see anymore. Excellent job!

[CBeilby]

*joins standing ovation* You, sir, have far more grace than I would have.

[IndyandMarion]

Well I try. Thanks for compliments guys.

Funny thing today (No, she didn't return, although in a weird way, I was hoping for round 2, this time with an ice cream bar shoved in the kids shoes) but one of the groups from last night was at the park again and the moment they saw me they began clapping for me again.

That's when I turned around to see what was going on (Apparently they knew the back of my head better than the front because they had to stare at it last night because of the situation). Got some more "good jobs" and "How did you do it?" deals. Made up for a rather, evil day that could only happen due to idiotic CPs (I know, I know, they're new. But when you've been at an attraction for almost a month and you still don't know how to do even the SIMPLIEST position right...something is wrong)

[Jennly]

Well I try. Thanks for compliments guys.

Funny thing today (No, she didn't return, although in a weird way, I was hoping for round 2, this time with an ice cream bar shoved in the kids shoes) but one of the groups from last night was at the park again and the moment they saw me they began clapping for me again.

That's when I turned around to see what was going on (Apparently they knew the back of my head better than the front because they had to stare at it last night because of the situation). Got some more "good jobs" and "How did you do it?" deals. Made up for a rather, evil day that could only happen due to idiotic CPs (I know, I know, they're new. But when you've been at an attraction for almost a month and you still don't know how to do even the SIMPLIEST position right...something is wrong)
Yeah but I'm sure that you were looking over your shoulder just waiting for her to come back! Hopefully she was terrorizing some poor schlub at Universal today and leaving the good folks of DL alone.

Thing I used to hate most about the height restrictions would be when the parent would pull the whole "This mean lady won't let you ride" nonesense.

It was the worst at Splash when it opened in MK. The requirement used to be 44 inches and man we used to have the worst time. Also with the seating being side by side as opposed to one behind the other it just brought out this increased bravado in the parents.

I had this one man I think of South American descent argue with me at the height stick then at the entrance then at the load area when I noticed them in line from unload and made them cross the chicken bridge to do a switch off. I'm minding my own business clearing logs after that and I feel a "whoosh!" at my ankles and my lead and two security were right there (Believe it or not I think this was the ONLY TIME in my disney history that Security were actually worth anything) to escort the man and his too short child out of the building. Come to find out they were watching the guy and the whoosh I felt was the too short child trying to kick me but missing.

It's amazing how horribly people act all over a 5 - 10 minute thrill ride. Total nonesense!

JT ex CM 88 - 05 :barf:

[IndyandMarion]

Yeah but I'm sure that you were looking over your shoulder just waiting for her to come back! Hopefully she was terrorizing some poor schlub at Universal today and leaving the good folks of DL alone.

I, for some reason, like I said before, wanted her and STILL want her to come back just so I can add some excitement to our already over excited days.

DL? Try WDW. (Knew what you meant though, just joking).

[CBeilby]

Hopefully she was terrorizing some poor schlub at Universal today...

*clears throat* Hey! I resemble that remark! :aliens:

[Jennly]

I, for some reason, like I said before, wanted her and STILL want her to come back just so I can add some excitement to our already over excited days.

DL? Try WDW. (Knew what you meant though, just joking).
Heh whoops! Sorry about that! having a blonde moment there for a sec.

How long have you been at coaster? My brother opened it.

[Ottar]

I applaud you, good sir!

I've had a few situations like that one, but the manager at the time was notorious for never siding with the CMs, so we always tried our best not to call the manager unless the guest demanded it.

[GMC]

did i post the story about the ap who shoved several cms outta her way, after stuffing her kid's shoes, and her still being too short? anyway she, and her party who eventually stopped, argued long enough and at the right point in the line that we cycled out the remaining line, and the attraction and acually went 101 for it. they were thrown off the attraction.

they later apologized to the security gaurd who was their escort, who paraded them into the temple full vip service. Uh no! when managment says you're done here, you're done, and sorry ain't going to cut it. manager is called back, they are escorted out of the park passes revoked. little craps probably pulled that shit all day. every person on the crew that night was personally offended by that lady, and or her party, and or the security officer who escorted them back. He showed his face at indy the other day and I didn't know what to do or say. this happened in say august, he showed his face, last month.

and of course all due applause. if you ever decide to move this way, the temple could use someone like you, even if it was every other saturday.

[Dack48]

All I have to say is,
Thank you! On behalf of all the CM's thank you! That was awesome! I know one of the CM's at Inno who used to work at DL at Indy did something involving some line cutters and making them wait until they were in back of the line- yeah, they compained, but he also got tons of compliments from the other guests who were cut by them teenage punk kids :p Keep up the good work

[Main Streeter]

Great job IndyandMarion. PERFECT CM conduct! Paying tribute to your Grandfather was awesome. I admire the worth you add to SGT. :indyhat:

[AngelEyes]

Wow, that's some story. I've had to tell people before, though never at Disney, to watch their language around my two children. Nothing burns me up anymore. What is the rule with something like that? IMHO, using language like that while talking to a cast member, or in front of children should get you thrown out of the park, no ifs ands or buts. Sounds like you handled it like a trooper. My hats off to you. I just wish I could've been there to back you up!! :D:

[IndyandMarion]

Got another one for you guys. Not as big as the last one but just makes you want to slap the girl...Yeah, I said it, slap the girl.

Ok, it was late in the morning (about 11 am-ish). I've got the feeling of a 101 coming up soon (Considering the Fastpass line was getting backed up pretty good). I have this mother and her daughter come up with Fastpasses for 11:10 and 11:15 (One of them got their pass right as the time changed). So they walk to up me over at return and show me the passes,

"Sorry guys but you still have another 5 minutes"
"But by the time we get up there our time will have come" (Said the mother).
"Sorry, but it has to be in five minutes"

*Note* Fastpass has priority over Standby so when a line looks long for Fastpass at Coaster, it can actually be pretty quick when we're doing groups of 80, basically 64 from Fastpass and 16 from Standby, this happens ever 1:30*

"This is rediculous! You won't let us in despite the fact that by the time we get up there it will be 11:10?!"
"Unfortunately, yes" (In my head: Yeah, I know you two are better educated about how the Fastpass line runs, I mean, with you being guests and all, and me only working here).

*About two minutes later, Across the entrace area by Stand-by, a CP (Who has the IQ in such a way that he makes a Goldfish look like it has a Ph.D) is stammering on the phone trying to get a grasp on the line "Close your line, and pull your chain, we're 101". A long time friend of mine is covering the Fastpass distribution area and is having to help Mr. Confusion over at Standby so I KNOW we're getting ready to go 101 but I just don't want to pull the chain yet, just in case*

At the two minute and thirty second mark, the two wounderful people I delt with just minutes before walk through the fastpass line (Out of the corner of my eye I see my friend rushing towards me through the crowd).

"By MY watch it's 11:11" (Said the DAUGHTER, as she shoved the watch in my face)
(As I pull my D-ring watch from my belt, and shove it in her face) "Yes, but by MY watch, which is the one we will use, it's 11:07. But, I'm not worried about as I have a little surprise for your little, shall we say, silver spoon, preppy attitude"

*Over the PA system* My I have your attention please. At this time, Rock n Roller Coaster is experiencing technical difficulties and has been forced to suspend it's operations. We ask that you exit the way in which you entered at this time. Cast members will be on hand to assist you as needed.

Moments later the girl walks back out and gives me "The eye"
"Yeah, forgot to tell you, we had to close due to technical difficulties"

Now, I'll admit, I was just a tad rude to the girl, which normally isn't my style. But what she said and did, I might have expected that to come from her mother (or another adult), but not from a person who is, no more than 16-17. I'm not one to want to slap girls or anything but when I come across these kids that were born with a silver spoon and a bratty attitude like her, sometime, my hand gets a little itch.

[Polar33]

Moments later the girl walks back out and gives me "The eye"
"Yeah, forgot to tell you, we had to close due to technical difficulties" I can see it now...

Later that day at Guest Relations:
Guest: This guy was so rude, he should be fired. He closed down the entire ride and kicked everyone out of line just so we couldn't ride it.
Guest Relations: :notallthe

[IndyandMarion]

Guest: Well, aren't you going to do anything about it?
Guest Relations: We can't do anything directly but if you can give us the guy's name.
Guest: Forgot his name, just had a real bad attitude and treated us badly.
Guest Relations: Wait, did this guy have a "Dog the Bounty Hunter" style sunglasses on?
Guest: Yeah.
Guest Relations: We'll get ahold of the manager at coaster, but just be glad you didn't ask him anything stupid.
Guest: Why?
Guest Relations: He's infamous for giving a sarcastic reply to a stupid question. It's best to stay clear of him until after 12 pm.
Guest: Sounds like a real jerk
Guest Relations: He says his mentor was Garfield, which would explain why he doesn't work on Mondays amd is evil in the morning.
Guest: That doesn't explain why he is rude...
Guest: Rude? No, his normal attitude may seem like that, but he used to teach 9th graders, it's turned him into that. Besides, they use him as a "bouncer" at the coaster for people who cause trouble.

Sorry, have a lot of time on my hands, with nothing to do.

[CujoSR]

Now, I'll admit, I was just a tad rude to the girl, which normally isn't my style. But what she said and did, I might have expected that to come from her mother (or another adult), but not from a person who is, no more than 16-17. Indy, you don't know many teenage girls do you? They are all bratty.

[IndyandMarion]

The limited amount of female teenagers that I have encountered were mostly in the classes that I taught with my grandfather for the Marine Corps JROTC program, so those girls were always well mannered (Most of them were either afraid of crossing my grandfather, while he was a light hearted teacher, when it came to certain situations, he was the meanest, baddest SOB around, hence why they didn't attempt to cross him. That or he had taught THEIR PARENTS when they took the class and they were afraid of upsetting their parents because of the past history with the family and my grandfather. But most of them time they didn't get into trouble for fear of me coming out of my office because someone woke me up during the morning classes, they knew better than to do so).

True I encounter limitless teens during the day at Coaster but most of the time its a short and sweet "Hey man how's it going" and not "WE'LL DO THINGS MY WAY DESPITE THE FACT THAT YOU WORK HERE AND RUN THE SHOW! TREAT ME THE WAY I WANT TO BEFORE I GET MAD!" Attitude.

In all reality, I only know about two teenage females, one being my girlfriend and the other being a girl who went on a school trip to Europe (Have a lot of respect for her, and I mean A LOT for what she does and never gets tired)

[CujoSR]

Try teaching Public High School. :banghead:

[IndyandMarion]

Where do you think this JROTC program was? A military base or school?

Nope. Edgewater High School here in Orlando, Florida. A public school.

Oh trust me, we had our share of morons and trouble starters. Luckly for many, they started it, and I finished it.

Give you an example, it was about half way through the year and we were doing a uniform inspection when I over hear a kid getting into a argument with my grandfather (Now so you know, anyone who was anybody knew that if you screwed with him, you were dead. If I was around, he would kill you, I would ressurect you...then kill you again for screwing with him :twisted: )

The kid wouldn't shut up while he was ahead and shoved my grandfather a little. Im about fourty feet away from the two talking to a friend, I bolt through the ranks, push aside three of my best kids in the class, grab the kid by the collar, slam him into the wall (And I do mean slam), pin him to the wall and say "If YOU EVER LAY A HAND ON HIM AGAIN, COME NEAR HIM OR EVEN SPEAK TO HIM AGAIN, I WILL NOT ONLY SEE YOU TO THE OFFICE FOR YOU SUSPENSION, BUT I WILL PERSONALLY SEE YOU TO YOUR GODDAMN EXECUTION. DO I MAKE MYSELF CLEAR?"

"No, cracker" (No offense, but he was black)

"THEN LET ME MAKE MYSELF CRYSTAL CLEAR. COME NEAR HIM, AND I WILL KILL YOU. THAT ISN'T A THREAT, A PROMISE! AND ANYONE WILL TELL YOU, I ALWAYS KEEP MY PROMISES!"

The following day he transferred out of the class due to "Not being able to handle to responsibilites of the course" (But my grandfather later told me at home that he was afraid of what I might do to him).

So, yeah, I delt with Public High school. Both teaching it and attending it at the same time (Its complicated, PM me if you really want to know). It was funny because no one, anywhere, gave me any problems, period, after that incident made its way around the wire. Anyone will tell you that I am very protective of my grandfather. You screw with him and you've got to go through me to get to him, and vis versa.

So, word of advice, never aggrivate me, cause you never know when my grandfather might show up... :twisted:

[Canoe30x]

What would you really have done to him?

[IndyandMarion]

Im not joking when I say this but, if you think I was pulling the truth a little, I wasn't. I physically slammed him into the wall. Listen when I said I was protective of my grandfather, I meant it. Seriously, a friend of mine who I have known my entire life (Litterally, since Pre-K) got on my bad side when he made a comment about my grandfather and I let him know about it to.

BUT, I must just have a target on me or something because it happened again today. I was over at the unload area for Coaster when this group comes up with a Gest Assis. Card for "Alternate Entrance and Provide Shade"

Ok.

Well whoever stamped the infernal card didn't do it hard enough so it took me a second to look at it. So she decides to say, in a real snappy voice (Like she had an appointment in five minutes or something) "What? You've never seen one of these before!"
(Once again, NEVER lost my cool)
"Madam, I obviously have since I work here but since it wasn't stamped clearly, I had to take a second to look at it."
"Well can we go?"
"Unfortunately not"
"WHAT!"
"This card is for the alternate entrance, here at the Coaster, the Alternate entrance is at the Fastpass line"
"It was too long and we can't wait that long in the line and they sent us around to the exit"
(Caught in lie #1: We didn't have a line for Fastpass, minus the usual 10 people in the return lane)
"I'm sorry but they should have called us about it, we never got a call here about anyone coming through"
"We've been through FOUR times today"
"I'm sorry, but the entrance you need to use is the Fastpass Return lane"
"Well Tom said it was ok"
(Lie #2: We don't have a Tom)
"Ok. Ok. Go ahead and go through, but as a reminder, please use the Fastpass Return"
"We'll you don't have to be so rude to me. You don't treat guests like this"
"Madam I wasn't rude to you at all"
(And the famous quote)
"What's your name? I'm going to report you to Guest Relations"
(Friend of mine walks up and gets in between myself and her)
"Go ahead. But I guareentee that you won't get anything from it"

Because an hour later when the manager came to talk to me about it, I had my friend, who was there for it all, as well as the three who were outside at the time and they ALL said that they never sent anyone to unload.

*Sigh* I guess these events are for all of the Here's Your Sign answers I've given out.

[screnwriter]

I think I posted this story before, but it's especially applicable here.

This comes from a fellow cast member, I didn't witness this, but wish I had.

One fine day in Disneyland, at the BTMRR entrance, where the height measure is (so that you can just walk up from anywhere and check your kid's height), a guy and his son had come up thru the line extending to the left of the height measure, and the CM stopped them to check the boy's height.

He wasn't tall enough. It happens.

Well the father decides he's not gonna take this, after all, they've been in line like three minutes already, and that should change all the rules of physics and propulsion and safety, so he demands his kid be allowed on anyway, then he starts abusing the cast member, then he tries to pick a fight with said cast member.

At this point, a HUGE guest, steps out of line behind said unruly father, looks DOWN OVER the guy's head at the CM and says, "Excuse me; I'll kick this guy's ass for you if you'd like."

The unruly father whips around, cranes his neck up to see the walking mountain of man standing behind him and BOOKS IT. Left those Bugs Bunny trails in mid-air as he left, so I hear.

I also heard the huge guest got immediately back-doored on BTMRR, but I cannot confirm this.

[IndyandMarion]

It happened again!

First time (At return, family of five)

Sir, you can't go in right now. Your pass is for one pm.

G: Yeah, we're going to see Beauty and the Beast then we have to catch a flight.

Me: Ok well, you still can't go in, beauty and the beast is down the street and if I had a plane to catch, doing either of the other two would be the least of my worries right now.

G: *Throws a hand up and blows me off*

Me: *Casually walks over to phone* Yeah Q, listen we've got a family that decided to breeze past me, fastpass for 1 and it's only 12:40

Q: Got ya, their on their way back out

*Five minutes later, Q is rushing up the rampway with security right behind him*

Following that two minutes later, OPD, two managers, another rent a cop, disney undercover shows up (We're pretty sure we saw the FBI, but can't confirm)

Apparently they just breezed on by and demanded to be put on the ride.

Well whatever. Fast forward an hour....

"I WANT A MANAGER RIGHT NOW!"

Me: Ok, what's up?

Pissed off: WE'VE BEEN WAITING IN LINE FOR FIFTY MINUTES AND YOUR SIGN SAYS TWENTY MINUTES. THE GUY UP THERE LETS NO ONE BUT PASS FAST IN WHILE WE'RE STUCK IN LINE! GET ME A MANAGER NOW!

Me: *Walking to the phone* Ok, well one: He is doing his job and what he was asked to do. Secondly: We have no control over the wait time system.
And with all due respect, if you didn't want to wa-

Pissed off: **** YOU ALL DUE RESPECT. YOU DO HAVE CONTROL OVER THE WAIT SYSTEM! COMMON SENSE WOULD TELL YOU TO CHANGE IT YOURSELF!

Me: *On the phone* Get a manager to return, now please. Common sense? Common sense sir, common sense would have told you to get a fast pass and come back later. Also, we DO NOT have control of the wait system, it's run by a computer.

Pissed off: I DON'T ****ING CARE! DOES ANYONE KNOW HOW TO DO THIS JOB RIGHT!

Me: ACTUALLY YES! ALL OF US DO. HE'S DOING WHAT HE WAS ASKED. THE WAIT SYSTEM IS DOING WHAT IT'S SUPPOSED TO DO, AND I'M DOING WHAT I'M SUPPOSED TO DO.

*I walked off*

Random Guest (Who had the body of the "See this pinky finger? It will kill you" type): Need some help?

Me: Nah, I've dealt with worse.

R.G.: Hah, well alright.

*Coordinator shows up. I think: Oh great, not what he wants*

Pissed off: ARE YOU A MANAGER?!

Coord.: No, but I can help.

*I leave before my fist closes since I was tensely opening and closing it before and go to the back to cool off*

I don't know what happened afterward when I left. Don't care. But I have never come that close to seriously decking someone....never.

[IndyandMarion]

Forgot to mention this. After I returned from cooling down, the random guest returned (Was actually doing a child swap) and saw that I was still a little irked about everything (Even I know it was visible to someone).

"We're doing the second part of the child swap"

Me: Ok, got the pass?

Guest: Yeah, right here.

He showed me the pass and I let him through. Bout' thirty seconds later he walks back and taps me on the shoulder and says

"Rule number 3, have fun."

Instantly I started laughing and said "Thanks man"

What had happened was he apparently was here at park opening and heard my speil about the three rules

#1: Walk and stay behind us
#2: Refer back to rule #1
#3: Have fan

Just really put me back in my usual mood so thanks man, wherever you are my friend.

[tenprincess]

It took me a while to get used to guests yelling at me, and during my first few weeks I will admit to having to fight tears from some of the comments I have gotten. But I refuse to let guests walk all over me. Anyhoo, there was one situation, which I find hilarious.

I was at return for buzz on a busy day when a large family comes up to me with a gac. They flash it quickly and attempt to walk right by (red flag).

Me: Excuse me, can I see your gac?
Guest: Why, no one else has asked to see it.
Me: I'm just following policy.
Guest: Fine!

Hands me the pass and it has been stamped for the guest to use the standard wheelchair entrance. However I notice that the number of guests in the party has been changed to a higher number, and written on the pass is "Allow them to use the fast pass lane." :confused: (which is really interesting since guest services would have either stamped it with a green light or an alternate entrance.) :confused:

Me: I'm sorry, but I think you have alterted your gac.
Guest: No, that's how they gave it to us, they just added thoes on.
Me: In that case they would have either given you a new one or provided the stamp which gives you permission to enter through the fp lane.
Guest: They let us through other rides with this.
Me: Again I'm following policy, and that gac is not correct.
Guest: Why are you being such a b*tch! Let us through.
Me: Look, your card is not correct, and if you want I can get a manager to explain the gac system to you. :eek:
Guest: No... that's fine, we'll just go ride something else. (by this time I had caught the guest in their own lie, and I think he was afraid of loosing his forged gac, so he left.)

:mad: grr to guests who try to abuse the system.

[leftcoaster]

... (by this time I had caught the guest in their own lie, and I think he was afraid of loosing his forged gac, so he left.)

:mad: grr to guests who try to abuse the system.I guess you cannot confiscate a forged gac?

[Ho-say]

I was going to ask the same question....you didn't hold onto the gac so they couldn't pull the same stunt somewhere else?

[tenprincess]

I didn't know we could conficate them.

[PirateJohn]

I didn't know we could conficate them.You could always pull the "be right back with this." Then go call your lead, who would be sure not only to confiscate it immediately but call a manager and perhaps security.

[murf]

I didn't know we could conficate them.

I've done this with AP's using someone elses pass...
Well there must be some mistake with the CM that issued this let me get my manager so we can get it fixed. (If you totally lay blame on us and not them they cant argue with you trying to help.) and they will usually walk away without the forged documents! :twisted:

[tenprincess]

I actually ended up confiscating a nsa form and a gac today. The guest with the nsa tried to convince me that it was good for any attraction and could be used multiple times (yeah, right...) So I told them they were only allowed to use it once, even though the protested that they had been using it all day. I definatly ended that conversation when I called the extention on it and found out it had only been issued 20 min previously.
The gac was also interesting because it was writen out for use of the standard wheelchair entrance, however standard was crossed out and fastpass was writen in, with a different color of ink, and different writing. I explained to them that changing their pass was wrong, and directed them to a manager, to which they never went to talk to.

[Fury]

OK OK I HAVE GOT TO DEFEND SOME OF US CP's. Granted I TOTALLY understand about the NEW TRAINEES in general and understand your frustration but without us the closing of Magic Kingdom and the worst attraction in the park everynight would not happen. AND TRUST ME closers get a lot of stupid guest stand off moments. For example, I was working THE WORST ATTRACTION IN CENTRAL FLOR-e-DUH at Fastpass return. The terrible rain storm that came through and caused the power surge throughout the entire park was just starting to open up and I had people standing under my Fastpass area because they did not want to get wet (Please note that these are the same guests who probably waited 3 hours for Splash Mountain earlier in the day). Well due to the fact that our attraction was only running at half capacity Fastpass was quickly backing up. (Which causes many of the guests in line to ask the question that NEEDS to go over to HYS "Is this the Fastpass line? No I took you passes to sell for gas money (I now most CP's would say alcohol but whatever)) The line has now backed up to my back and I have no room for a rain shelter. This is how the interaction went:
Fury: I need this space ladies and gentlemen. I am asking that you please move out of the Fastpass line there is a huge rain shelter right across the street.
Guest: (Broken English) Not moving it raining.
Fury: I NEED THIS AREA FOR FASTPASS ONLY. PLEASE MOVE.
Guest: (Ignoring me)
Fury: MOVE THIS IS NOT A RAIN SHELTER.
Guest: You...You...Have no heart... Making my daughter walk out in the rain.
CP Delivering My Break: YOU WON'T MELT!

[IndyandMarion]

Oh hush about the rain.:cool:

If anyone has any reason to complain it's merchandise people who work at inclosed shops that double as exits for the rides (Tower, Coaster, Star Tours) It's bad enough when the shop is packed because people are afraid getting wet. Its worse when ten CMs are asking and also (if dire situation arises) giving away rain coats to guests to get them out of the shops.

Can't even begin to tell you how many times coaster has closed due to the ramp being backed up.

If anyone has it rough, it's merch people.

[Fury]

Not saying that I have it bad at all I totally understand about the merch shops I was just setting up my situation thats all.

[SmallWorldGuy76]

Got another one for you guys. Not as big as the last one but just makes you want to slap the girl...Yeah, I said it, slap the girl.

...

Now, I'll admit, I was just a tad rude to the girl, which normally isn't my style. But what she said and did, I might have expected that to come from her mother (or another adult), but not from a person who is, no more than 16-17. I'm not one to want to slap girls or anything but when I come across these kids that were born with a silver spoon and a bratty attitude like her, sometime, my hand gets a little itch. Oh,boy! I can just relive those times I worked at attractions using FastPass when Fast Pass was a single business unit! People coming back too early and getting a huff about it! IndyandMarion, I read your posts and my heart goes out to you and others great CMs for dealing with pain in the asses like the ones you've described!

You guys rock! :D:

[blvinmagic]

Speaking of rain and guest, what happened last Wednesday afternoon, August 24th after the hugh thunderstorm came through? I noticed an ambulance was sent to the front of MGM. I felt bad for the Guests (ok the nice guest that do not get ones that left their manners at home). Most of our guests come from out of state or other countries and are not used to Florida down pours and they are occassionally caught unaware.

Sometimes going for what ever cover that can be found is better then being caught out in a thunderstorm. The boat from MGM to Epcot had to stop under a bridge for 45 minutes to wait for the storm to pass. It is a good thing to note that all guest remained calm, did not complain, and actually had a good time getting to know one another. I guess the magic still works at WDW, even in the rain.

Let us not forget, although some guest will tweek our last nerve*, there is nothing like seeing the magic through a childs eye, regardless of the age of the child.

(* Let me tell you about the stroller people sometimes...speaking about people tweeking your last nerve)

[tenprincess]

The line has now backed up to my back and I have no room for a rain shelter. This is how the interaction went:
Fury: I need this space ladies and gentlemen. I am asking that you please move out of the Fastpass line there is a huge rain shelter right across the street.
Guest: (Broken English) Not moving it raining.
Fury: I NEED THIS AREA FOR FASTPASS ONLY. PLEASE MOVE.
Guest: (Ignoring me)
Fury: MOVE THIS IS NOT A RAIN SHELTER.
Guest: You...You...Have no heart... Making my daughter walk out in the rain.
CP Delivering My Break: YOU WON'T MELT!

Hey are you talking about the day that space was struck by lighting and the only attraction not 101 in tland was buzz? Yeah, that sucked. GO CPs!

[tenprincess]

Correction, I think one of the theaters may have been working at stitch, but that thing is as questionable as space most of the time.

[se8472]

Yeah I think only one of the chambers running...but man that was a bad day over at space.

Props to Indy on the staying cool with the guest. I know it took me some time to get used to people yelling at me and me not yelling back...its the New Yorker in me.

I do remember one time at Space when we had to go 101 on one side due to a lady who not only pushed her way pass out return, mearge, and grouper CM....but then jumped in a rocket and was yelling that we where going to have to shut down the ride because otherwise she was going.

Luckly we have 2 sides and just moved most of the guest to the otherside while we waited for security and what not. All while that was going on, she was yelling how we where all fired and would not work in the state of FL again.

[tenprincess]

Props to you guys at space for emptying out the water you had there on that day, that was crazy!

[hhsrat]

I didn't know we could conficate them.

You think they get upset when you try to confiscate a forged GAC, just try and confiscate someone's maingate pass. (It happened to me once or twice when I was working at the Main Entrance)

(A maingate can ONLY be used by the CM it was issued to, and their spouse, if the spouse's name is printed on it. Anyone else tries to use it, it goes bye-bye)

I've also confiscated a CM id card. (the person handing me the card didn't match the picture on the ID ... not just the usual "my ID picture looks hideous" mismatch, but more the person presenting the ID was a completely different gender and race than the person pictured on the ID)

[Fallen Angel]

Ok, first, get the popcorn and drinks, you're going to be here for a while.

Good. Now here's the deal. Attractions have height requirements. If you don't meet them, if you're doing your job right, then the person isn't riding.UGH!!!!!!!!!! This never happned to me at Disney, but I used to work at ValleyFair in Minnesota and this happened ALL OF THE DAMN TIME!!!!!! Parents would make their kids wear HEELS and stuff their shoes just to make them tall enough. We had the "power" to make them take off their shoes and then the parents would get PISSED!!

GOOD JOB AT HANDLING THE SITUATION!!!

~heather

[RCTfan]

I'm so happy that the Living Seas did not have Fastpass. I had to go through some situations with guests at Turtle Talk. I can't remember any specifically, but I remember after handling some, other guests celebrate you. Thats my favorite part.

I only worked Soarin' Greeter/FP Dist/FP Return a few times, so I don't really have any detailed stories. I love it when people come up to return with a early time. You can't let them in, so you tell them to wait. At Soarin' it gets mad busy out there, but that guest decides to stand right infront of you. Dofusface, move to the side so others can come in. Yes, people are allowed infront of you.

Good work on standing your ground with the stupid people. I just love them because its annoying when its going on, they make good stories for the break room!

[giant42]

Well, I wouldn't exactly call this a stand off, but part of it bugged me to no end.

I was out at greeter at Coaster one day, and this family came up with a little one who was too short to ride. I explained rider switch to them, and you could tell that they were upset that he couldn't ride, and the kid was crying. So the first of them go in, and the father waits with the crying child...right next to me, and kept looking at me, giving me the "come on" look. After a couple of minutes, I pull out a coloring sheet and some crayons for the kid, and he refuses. So I'm like fine. But there was a kid next to them also with his mother, who wasn't upset that he couldn't ride. So I offer the sheets to him, and he takes them and starts coloring, and I leave a sheet with some crayons with the crying boy and his father. But then, the kid who wasn't upset went up to the other boy and asked him to color with him, and the boy stopped crying and the two colored for about fifteen minutes, when their parties came back. The whole time I was thinking, that little kid rocks! So the family of the former crying child picked up and left, deciding to save the rider swap for later, I wrote out a NSA for the boy who helped out so much for an ice cream. So, a not-so-good situation became a good one mainly due to an awesome kid. Just thought I'd share that one.

[Dack48]

So, a not-so-good situation became a good one mainly due to an awesome kid. Just thought I'd share that one.


It takes only one awesome kid to make the rest of your day awesome :)

[TERRB005]

Ok, well I work in merchandise at Once Upon A Toy in Downtown Disney, not as many problems as attractions CM's get but has anyone seen those CC's with peoples signatures and photographs on the front? Well even if those are on their we still have to ask for a DL if the credit card is not signed on the BACK IN THE SPACE PROVIDED. But this lady comes in and she wants to use her credit card and so i glance at it no signature so i say. Maam i need to see a DL she sais no you dont i have my picture on the front and my signature is right here. Well I say im sorry but it is our policy for your protection to still ask for a DL and then she gets all pissed off at me, I pay for this and i still have to get out a DL WTF I said maam please calm down it is just a security measure because we have had problems where someone prints up their picture on the card. She sais I dont give a fuck I worked for the damn bank and I know that these cant be copied on the card. Now i have a line here so I said ok. I pretended to run the card through and said please excuse me, my register is acting up i have to get a manger to override it (i did that so she wouldnt get even more pissed off) so i went into the back because we didnt have a radio and everyone in line is getting pissed now and i go get her and told her the situation and what i did and she comes out and starts talking with the guest about the credit card. Meanwile i go to the other side of the room to take care of all the other guests waiting in line and a couple of minutes later i hear FUCK WDW and she throws the stuff on the counter and leaves. So i look up to watch her leave and then see the manager dailing security on the 2-way and i was like damn all that for a MPH and some stupid toys damn. I dont know what else happened the manager left with security when they arrived and then I went about my day wondering what happened but i didnt know bec the manager was busy with other stores in Zone 2

[tenprincess]

It's people like you who prevent credit card fraud. Thanks for looking out. I wish more merchandise people would take the time to ensure that the correct person is using the credit card.

[Alyssa3467]

I work at Pizza Hut, and run into similar things often... I've decided that the next time a guest gives me a hard time about showing ID because their card isn't signed, I'll pretend to run it, then call it in as a code 10 (http://usa.visa.com/business/accepting_visa/ops_risk_management/code.html). :twisted:

[SRT_GB]

I've gotten a hell of a lot more compliments than complaints for checking ID with a CC. The problem with picture cards is that different banks have different procedures for those pictures. I've been told that some banks don't take the pictures themselves, but ask you to turn in a picture. Not exactly a secure process.

At DLR the hotel guests' room charge is a little piece of paper that has the words MUST SHOW PICTURE ID FOR CHARGING on the front. And of course nobody reads that and they use the old excuse, "They didn't check it at [other location]." Well just because they didn't do their job at [other location] doesn't mean I'm not going to do mine.

I really don't understand people who don't carry any kind of ID with them when they travel. The way I see it, it's more important to carry an ID on me when I'm away from home. After all, how would someone know who I am if I was separated from the rest of my group and had a medical emergency?

Moral of the story: Kudos to you for doing your job. And kudos to your manager for backing you up. Not very common these days.

[leftcoaster]

I'd rather have someone ask me for a picture ID, then to blindly run my CC. Especially since I have PHOTO ID written across the back of all (3) CC's and my ATM card.

Thank you for doing your job. :)

[TERRB005]

that ldy musta had something stuck really far up her ass, or she really forgot her id. Because most people pull it out and then say outloud with an attitude, idk y i need this my pictures on the front and then i say, its for your protection because weve had problems where people were printing pictures on the cards themselves and then they go ok show the DL and leave happily on their way lol

[Dragonrider1227]

WOO! *cheers* You tell 'em!

[PirateJohn]

Ok, well I work in merchandise at Once Upon A Toy in Downtown Disney, not as many problems as attractions CM's get but has anyone seen those CC's with peoples signatures and photographs on the front?...The lady doth protests too much, methinks.

[Stduck]

If I have been the lady I would have sighed, and pulled out my drivers license in the instance. I had a BoA check card with my picture on it so I know what its talking about and having worked in food/retail I understand if its a company policy its a company policy. So I agree with Pirate John.

[lil.princess]

i have read all these in utter disbelief..........i cannot believe that parents are willing to put their childrens lives at risk to go on a bloomin ride!!!!its madness!!

we are in the planning stages of our trip and we are working out what rides we want to do and we know which ones have height restrictions so the kids will know in advance which ones they are tall enough to ride or not

and as for being rude to cm's well im sorry but that is just inexcusable-they are their to do thier jobs and ensure that the place runs safely and smoothly and everyone has fun..............what is the matter with people!! :eek:

[pnutshuman]

i have read all these in utter disbelief.... i cannot believe that parents are willing to put their childrens lives at risk to go on a bloomin ride!!!! its madness!!

we are in the planning stages of our trip and we are working out what rides we want to do and we know which ones have height restrictions so the kids will know in advance which ones they are tall enough to ride or not

and as for being rude to cm's well im sorry but that is just inexcusable-they are their to do thier jobs and ensure that the place runs safely and smoothly and everyone has fun.... what is the matter with people!! :eek:to quote my former business law professor, "people are generally stupid, americans have the average of a 9th grade intelligence. Think of all the smart people you know, then imagine how dumb others would have to be to bring the average to the 9th grade level!" scary huh!?!

[DLRFantasmic!Dan]

At times on Astro, guests get mad at me because they won't let their 6 year old ride alone. They even lie saying that they are 7 years old and when i ask them, they told me they are six. The parents call them "stupid" for not lying. they go as far as saying that they rode before and I just go, that the person that was there before didn't do their job and get mad at me for it!!

[TrishaBelle]

I can see it now...

Later that day at Guest Relations:
Guest: This guy was so rude, he should be fired. He closed down the entire ride and kicked everyone out of line just so we couldn't ride it.
Guest Relations: :notalltheYep, I could definitely see that too... of course, they just gotta whine in the right way, come up with a good enough bunch of BS, and they'll get re-ads no prob, then they go home and tell two friends, and those two tell 2 more, and then 2 more.... it NEVER ends! I swear, if the parks had a way to limit re-ads, we wouldn't have so many rude guests, especially ones that try to start scenes with the CMs.... I bet a LOT of them have heard from someone, somewhere, that if they are not satisfied with something, complain loud enough and you'll get another trip FREE!! That word is the magic word to some. I remember when I was younger, I was amazed at the rudeness of teenagers at DL, this was before they started building on DCA, in the early 90s. I was 12, and went once or twice a year until me and my friend became *passholes* yeah, I'll call myself one... not because I expected different treatment, or was there most every day, but because it REALLY amazed me the other APs I met there... they DID expect those things... they thought they could talk CMs in the stores into free stuff, or getting it for like, half off... pulling stunts with food vendors when they didnt get receipts... they thought they could order just a burger and drink then say, "hey where's my fries?" and then pull the AP card when they were told they didn't order them.... "Yes, I did." "You weren't charged for them." "I'm sure I was! Come on, I have a pass, I'm here ALL the time, I'm not gonna worry if I didn't get fries I didn't order, but I DID order them..." and not just food, I knew a few before FastPass came along that thought, regardless of it being peak times or not they could get in line for a ride, pull out their annual pass and show it to a lot of guests and say, "Annual passholder, annual passholder, front of the line, front of the line..." You'd be shocked at how many guests would let them jump through the line, thinking it was an actual privilege. :eek:

[CBeilby]

I knew a few before FastPass came along that thought, regardless of it being peak times or not they could get in line for a ride, pull out their annual pass and show it to a lot of guests and say, "Annual passholder, annual passholder, front of the line, front of the line..." You'd be shocked at how many guests would let them jump through the line, thinking it was an actual privilege. :eek:

I have this problem at Universal all the time, Passholes thinking that they get Gate A privileges with their AP. Universal discontinued this long before I started working there (if they ever did it,) on everything but the tour. And even on the tour, only the top two tiers of AP get Gate A on it. And of course, like all Passholes, they're the ones who are completely pissy about it.