One Line Please

[StupidGuestTricks Yahoo]

From: Carlos <omegajcm@h...>
Date: Fri Nov 22, 2002 10:04pm
Subject: One Line Please

I was at Le Petite Chalet and had several guests at the front of the store. I had been alone for a while and my Lead had arrived just shortly before and started to help with the guests. I was on the middle register and she was on the register to my right, near the candy. I had 2 guests in line when a third guest, which we will call Guest C, came to my left side of the register and presented me with a few items to purchase. I told Guest C that we had a line to which she responded in an annoyed tone "Where is the end of the line?" I pointed to Guest B and told her that it was after the young boy. She said "ok" but I noticed that she continued to stand there. I asked her to please stand in line. She angrily responded: "I have a young child over there (she pointed to the back corner of the crowd) and you want me to move all my stuff to the back of the line?" There was someone else watching her child and stuff so I told her I was sorry but I needed to make one line. She thought that was ridiculous and said something to that effect. I couldn't understand her objection, it was just a few feet, but I just sighed and said OK. At that point,
Guest C said in a nasty tone that she was sorry that I was having a
bad day and that it was getting on my nerves. I told her that it had
been actually a good day. I finished with Guest A and thanked him and was about to help Guest B when another Guest, Guest D, asked where the end of the line was. I pointed to Guest C and told her it would be after her but to stand behind Guest B. I then said to Guest D that I was trying to make one
line. Guest C then said that I didn't have to get nasty with her and that I was pissing her off. I told her that I was sorry if I had done that and that it wasn't my intention. I finished with Guest B and thanked him and started to ring up Guest C. Guest C said that I should have more consideration and that I shouldn't treat her like that. At that point, another guest, Guest E, who was standing behind and to the side of Guest C said that Guest C should be the one to have more consideration and that she should have gotten in line like
I had asked her to. I finished with Guest C, thanked her and started ringing up Guest D. Guests C & E started to argue. Guest C saying that I was treating her badly and Guest E telling Guest C that she had someone looking over her child and belongings and this wouldn't have happened if she would have stood in the F@$#-ing line. I was going to say something to them but thought it might make things worse so I stayed out of it. Guest C then pointed to Guest E and asked me to call Security. I told Guest C that my Lead was at the other register and that I would call her. She said OK. I finished with Guest D and then went over to the other register and told my Lead that there was a guest that had a complaint. She told me she would be there in a moment after she finished with the current guest. I told Guest C this and she said ok. I did not see Guest E anymore after this point. I continued to ring up guests while Guest C waited for my Lead. My Lead arrived and started to speak to Guest C. I could overhear her and she sounded very upset and I could notice some embellishments in her story. For example; I did not get all huffy and puffy when at first she didn't want to get in line and I did not have a look of satisfaction when the other guest was telling her off. I actually had a look of concern. I didn't want this to get any uglier. Guest C then wanted to talk to a manager, my Lead called for a manager and one of them came. The Manager took Guest C to the side and spoke to her. I did not notice when they were done and Guest C and the manager left.

I haven't heard anymore about this so I know I didn't get into trouble, but some people just don't understand that they need to make a line. Looking back at the whole thing it was kinda neat that that one guest stood up for me. If only there were more guests that looked out for us.

[StupidGuestTricks Yahoo]

From: Cujo &lt;cujosr104@a...&gt;
Date: Sat Nov 23, 2002 9:04am
Subject: Re: One Line Please


Quite a story. Yea the line thing is a problem for us over at burr-
bank ice cream also. If you've ever been there when it's busy you
know it can be quite confusing. Nobody seems to see the line snaking
around to the door and go in the exit! Although it would help if we
still had an "exit only" sign! It was stolen months ago and we still
don't have a replacment. and yet they can still make hundreds of
signs at the last minute for the angels celebaration last month. Go
figure.

[DPRSSDNKY]

We have a similar line problem in Pooh's Corner at Hunny Spot. We have 2 registers and 2 displays on either side of the registers. Well it is easiest for us when the guests finds what they want and then gets in line and tells us what they want or if they wait till we help them to point to it. But alot of the time we will be helping a guest in the line and someone will walk up out of the blue to the display and want to buy something, regardless if you are helping someone else. Most of the people are nice though when we tell them that there is a line.

[MEng85]

ever notice without barricades or ropes that guests make the weirdest lines on their own?!? they kinda start winding up like a snail shell, or a spirel...

[Polar33]

Back when I worked on wagons I was always amused that every so often my line would move from going in one direction to the other. One moment it'd be going off to my left, then 20 minuites later it'd be heading off to the right.

The only exception to that was when it was about five minuites to parade time...then it'd always be directly out into the parade route.

[Anthony]

Haha... Polar33... you know how how when you have a food wagon on one side and a soda wagon on another side, both facing the street.. then you sometimes get guests on both sides? And then the guest on the soda wagon either gets pissed when you tell them they have to wait in line behind the people on the food wagon side and they whine "But all I want is a drink!!!" or they look at you with a blank stare because they don't speak any English. And occasionally when I had my head turned in the other direction for one second they had already grabbed a drink and stood there with their money so I'd just sell it to them to make them go away. Then the person standing in the line on the food wagon side would get pissed at me for not making the other person buying a drink stand in line with everyone else. Fun...

Sometimes I'm glad I'm not in ODV anymore.

[screnwriter]

From: Carlos &lt;omegajcm@h...&gt;
Date: Fri Nov 22, 2002 10:04pm
Subject: One Line Please

Looking back at the whole thing it was kinda neat that that
one guest stood up for me. If only there were more guests that looked
out for us.

I was working Christmas Shop in NOS a few years ago, when a guest told me they'd just seen someone take one of the "books" of character tree ornaments and walk out with it. I asked if they had a description of the person but they hadn't. Two more guests said they'd seen it too. Again, no hard description.

About 5 minutes later, one of the guests walked back in carrying the book! She'd seen this woman with a lot of kids standing out by a trash can with this and other merchandise around. Recognizing the woman, my angel guest simply took back the book and returned it to me. Apparently the woman was sending her kids out to steal from various stores and keeping watch for security. I was very worried that the woman would return with a receipt, but since it was another guest who liberated the stolen merchandise, what could the guest do to me or the park?

And ya know what? The thief never came back to the scene of the crime...


:D: :D:

[hhsrat]

I was working at the MK's Fantasyland yesterday. Small World had their extended queue open, and the line was spilling out of the ropes. At one point, the line started to curve around to the left (if you're standing at the greeter position looking out at the line). Which happened to be where, on the other side of the street, the line for Peter Pan was spilling out of it's extended queue. So, basically, the back end of the two queues met. Confused a few guests that were trying to get in line for one, and ended up on the other. (also made sending flik cards a bit of a challenge, as I was not sure who was in which line)

Luckily, after about 20 mins, the lines both got pulled in a little, and the problem ceased to exist.

[SamuraiKoala32]

that really sucks. i get guests who don't see the line constantly (as i'm sure every other cast member does), but usually nothing to that dramatic extent. the worst i've had was this woman came up to my register, and after i had pointed out the tremendous line she had overlooked, she threw her postcards at me and muttered angrily, "fuck this" or something like that. now most people would be very upset about being pelted with postcards, but i thought it was hilarious how much she overreacted. so i still smiled and said "bye! have a great night!"

[madhatter04]

When I worked at Riverbelle, we'd always have 4 lines form instead of 1 on each side of the restaurant. Guests would immediately see the long lines for the registers and go straight to the counter and wait there innocently. Then, they'd ask "Well, aren't you going to take my order?" and I'd say "I'm sorry, but you'll need to pay at the cashier first and pick up your order over here." "What?? You expect me to wait in that long line? I'm HUNGRY!" "Yes, I'm sure everyone in line is hungry too!" ":leaving: This is ridiculous. They expect us to wait in line... FOR FOOD!!!"

[Main Streeter]

she threw her postcards at me and muttered angrily, "fuck this" or something like that. now most people would be very upset about being pelted with postcards, but i thought it was hilarious how much she overreacted. so i still smiled and said "bye! have a great night!"Sounds like you encountered my 4th of July guest from Show Case ;) I can almost picture your smile & hear you say "bye!" have a great night!" in your cool, caustic tone ;) Only you. :D: Funny, Funny.

[spaceylady]

oh man...i dont know if anyone here has ever worked in or been a guest in tomorrowland at wdw during a busy time of year (the worst being spring break/easter and christmas- new years) but as far as lines that get confused go i think that tland is the worst...i was working astro one day during xmas and our line was so long that at one point it was meeting up with the end of the space mountain line, so we tried to move it so that it was just going straight along the outside of the queue rails, that worked for about a whole 5 minutes bc at that point tta was the only attraction in tland without a line, so ppl started getting in line for that and pretty soon the astro line and the tta line were crisscrossing each other...so they moved the line for astro again so that it was going toward space bc the space line had died down a little, and then lunch time came and the astro line was merging with the lines at the hotdog stand :confused: it was a nightmare, esp when the line for space started to back up a lot again but finally someone redirected that line toward merchant of venus so it was going diagonally across tland...oh ya and while all of this was going on ttas line was all the way back to the restrooms by space mountain....had to be at least 20 minutes long...definitely the longest ive ever seen it in my 2 years in tland...

sorry for the long post but i def feel everyones pain about ppl who dont listen when you try to move a line so that it doesnt intersect with another or when you try to tell them where the end of the line is...

[Disney Duranie]

Anyone here familiar with Award Weiners in DCA? I had a issue with the line there this past week.

This was my second visit to DCA, but my first time there since needing my wheelchair for all but a few steps at a time. I can't stand unsupported for more than a few seconds either. I was also there alone, as the people I came with wanted to go do their own thing in DL, and I wanted to do mine at DCA.

My problem was this: All three lines at AW were extended out across the street about 1/2 way. At first, I "sat" myself at the end of the line, but after just a few moments, I noticed there are no curb-cuts to wheel myself up while staying in line. I realized that I would be unable to get food from this location while there was a line of more than a couple people. I went and found lunch somewhere else, but it was rather frustrating. Overall DCA is pretty wheelchair-friendly. No really steep grades, the racks and displays in stores are well-spaced, CMs are good about accomodating us slow-pokes-on-wheels, etc. Which made it all the more surprising that there was this big, honkin' cement step between me and a chili-dog.

Anyone know how a solo Disneyphile-in-a-wheelchair can get a Award Wieners' chili-dog at lunchtime?

Thanks

[Taryn]

I would just wheel right up to the nearest CM, explain the situation, and ask them nicely if they would help. I wouldn't be surprised if they took your money and went right on up to the cart to get you your chili dog. Or you could just file a complaint and see if anything ever happens to the step..

[NotANewbie]

Taryn is absolutely right... I know that there shouldn't be a giant step there in the first place, but, as a CM, if you had come up to me and asked for help, I would have been more than happy to do whatever it took to help you get your hot dog!

Disney CM's are famous for our over the top guest service, and we are happy to do little things like that to make your visit to the resort just that much better.

[Main Streeter]

Anyone know how a solo Disneyphile-in-a-wheelchair can get a Award Wieners' chili-dog at lunchtime? ThanksCall or write City Hall asap explaining your situation exactly as you did in your post. A CM Must & Will be pleased to help you get your food or anything you need assistance with. The cement step which you speak of is not friendly, but D L & DCA CMs are :). Ask in a friendly manner & I'm sure you'll be well served next DCA trip. We are here to help & the need you had was so easy. No work to it ;). If the line is long or an obstruction prohibits your need, ALWAYS find the nearest CM to help you. This is within our Disney Guest Service Policy. If you can't find a CM enter the nearest store & request help. Store CMs will be glad to help - unless we are alone or have a long line. If we can't leave to help you we will call & make sure another CM is available.

[SWTexasBelle]

I hate trying to figure out where the end of a muddled line is - but do my best to find the end. It's one reason I try to go during non-peak seasons. It's just too draining to deal with!
Now a question - at WDW the Haunted Mansion line has an area near the riverfront where SGs always mass over to the right - despite CMs telling them (repeatedly) to fill in all avalible space. I have long taken advantage of this and scooted up the left side to the point it narrows right before the turnstiles. Is this kosher, or am I risking SG status?

[Zazu]

...at WDW the Haunted Mansion line has an area near the riverfront where SGs always mass over to the right - despite CMs telling them (repeatedly) to fill in all avalible space. I have long taken advantage of this and scooted up the left side to the point it narrows right before the turnstiles. Is this kosher, or am I risking SG status?I really don't see how being smarter than the other guests would put you at risk of SG status.

One of my favorite lines, "It's not a single-file line -- if it were, we wouldn't have made it so wide!"

[RocketBoatZ15]

Now a question - at WDW the Haunted Mansion line has an area near the riverfront where SGs always mass over to the right - despite CMs telling them (repeatedly) to fill in all avalible space. I have long taken advantage of this and scooted up the left side to the point it narrows right before the turnstiles. Is this kosher, or am I risking SG status?

Not at all. That's what we want guests to do. Fill ALL the dead space in the outside queue. :)

[bpgstudios]

Same with PhilharMagic. Guests will stand there in the middle of the lobby and not move even when we yell to keep moving all the way in. I found that telling the guests that the walls and railings make GREAT things to lean against. that gets people all the way in. sometimes.

Also, on the topic of moving all the way in and using both lines, we have 2 turnstyles to get into the lobby and pick up the opera glasses at philhar (actually 4, 2 at standby and 2 at FP side). guests ALWAYS use the one on the right unless visually directed to use both. those that cant understand the concept of a turnstyle think that they can just open up the wheelchair gate and stroll on through. *add one, add one, add one, add one*

[leftcoaster]

It's also interesting how guests will line up at the parking lot entrances behind other vehicles. I usually go to a no car line on the other side of the same "island." I've been lucky, but is there a way to tell if a parking lot booth will or will not open?

Same thing at park entrance. There will be two lines with a huge pile of people behind. I'll go up to one right next to them, and stand right at the gate. Usually within a few minutes, others back in the first two lines will "move up" behind me. *shrugs

[Rob562]

Even better than that are the counter service locations where one cashier handles Guests on both sides of their register podium. (At least that's how they work at WDW, don't know about Disneyland).

Quite often, Guests will back up forming a single line on one side of the cashier, leaving the other side completely empty. I'll just stroll up to the other side and when they're done helping the current guest on the side with the line, they turn and take my order. Once you do that, a line forms behind you VERY quickly. ;)

-Rob

[CBeilby]

Even better than that are the counter service locations where one cashier handles Guests on both sides of their register podium. (At least that's how they work at WDW, don't know about Disneyland).

Quite often, Guests will back up forming a single line on one side of the cashier, leaving the other side completely empty. I'll just stroll up to the other side and when they're done helping the current guest on the side with the line, they turn and take my order. Once you do that, a line forms behind you VERY quickly. ;)Disneyland does that at some locations as well (mostly Village Haus and Hungry Bear, not sure about others). And believe me, it's a pain in the backside to have to split the damn line.

[drcorey]

Disneyland does that at some locations as well (mostly Village Haus and Hungry Bear, not sure about others.) And believe me, it's a pain in the backside to have to split the damn line.

I see that all the time at disneyland, it's funny.
makes me think of herd animals a lot.

[cafinatedsuit]

I worked at the old club buzz (now TLT) and we got something like that. At every window there two small metal dividers creating three spaces, two lines and an exit:: A| exit | B. As you can imagine SG's will pile in at the middle causing us to have to yell at them to split into two lines. Well one time I got a group who chose to ignore me yelling at them to get in the lines to the right or left, which are full of guest by the way. So i think fine and continue to help the guest who are in line with their food orders and such. Well the next guest starts telling me what he wants and im ringing it up. These people indignat that i would help the guest who is actually in line proceed to tell me in a stuck up tone, "excuse me we were waiting here." I responded in the only way i could. "I'm sorry but you two are standing in an exit." They looked up and saw that the signs comfirmed what i was saying. Needless to say i didn't have to deal with that problem for a while.--Sorry for the long post but its the story i have.

[DLRFantasmic!Dan]

We have a problem with guests FORMING a line at HISTA. Guests tend to form lines infront of the side entrances to the theather, especially when we are REALLY busy. During the summers, the Pre Show of HISTA gets really packed and with guests waiting by the side doors that it reaches the turnstiles so that no one else could enter. As a result, we had to speil for them to move ALL THE WAY forward making more room, but they don't listen and ignore us. It gotten so bad that we had to tell them it was an Emergency Exit for the show already in progress.

[ktulu]

People visit a Disney park and expect lines. So, if they see one, they'll stand in it, even if they don't know what it's for :)

I always approach with a wide berth, survey the building/line/area and find the best path. My wife and I have found that this reduces our overall wait time. Sometimes I'll mutter out loud "be smarter than the crowd", usually around a CM so they can get a chuckle, or perhaps a guffaw.

[LittleDollClaudia]

My favorite one is where I work is we have a counter for check in. A small one, okay? And I am the only person that works my shift. What makes a SG think that if I have a guest in front of me that by sliding to the side and tapping fingers on the counter impatiently will get me to help you any faster? Even after I say those magic words "I'll be right with you" they still stand there and glare at me.

[AlpineDL]

I saw a big band group or something lined up to go backstage in Toontown, and of course a few families who thought they were looking at a ridiculous line for Roger Rabbit.

[dizneeluvr]

as a non-disney worker, but a worker in walmart, we all know how those lines are, i encounter people who try to form their own lines or cut in a express line with more than 12 items. when i tell them its express 12 or less they say well i'll make separate orders. people in general are stupid guests everywhere. in order to get people to follow the lines, you must set up ropes/poles and put up signs, and for the non-english speaking put up those picture signs. but for all the SG people, there should be a big hand that comes down and slaps them upside the head. 'nough said.