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Old 01-23-2013, 10:58 PM   #16
bumbershoot
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Originally Posted by disney lucie View Post
Would it be to late to write a letter if It was from last year march 2012? A cast member was super nice to my son and I really would like to thank him and even have a picture of him.
I'm not a CM, but I would think that would be even MORE amazing to get after nearly a year.
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Old 01-24-2013, 05:27 AM   #17
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Originally Posted by mickeyonasticky View Post
As a former CM, absolutely, 100x YES.

It's one thing to get a GSF from a fellow CM, coordinator, or even leader. It's another thing ENTIRELY to know that a Guest took a few minutes of their wonderful, expensive vacation to commend you on something that you probably didn't even realize you were doing so well.

Guests can either go to Guest Relations and ask to leave a CM comment or fill out a GSF card, or they can look for a manager in/around the location of the Cast Member.

THE ABSOLUTE BEST thing is a letter written by a Guest after they got home from their vacation. I never received a Guest letter, but in my work location, Guest letters were printed out (or copied, if they were hand-written), placed in a special folder, and presented to the Cast Member at a morning/mid-shift/closing meeting, sometimes with pixie dust thrown.

It really is one of the best feelings when you do something for a Guest that makes them want to formally compliment you on it.
That is so good to know! I write a letter to Disney Corporate after every visit where I've had outstanding service and always have a couple of CMs to name. I'm glad that this gets pushed down to the person who made the impact and they get some kind of recognition.
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Old 01-24-2013, 09:43 AM   #18
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If you wanted to write an email about a super great CM, where would you send it?
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Old 01-24-2013, 11:19 AM   #19
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Can a CM ever get in trouble for going above and beyond? At AoA in September, a lady from housekeeping heard my son going on and on about a painting of Mr. Ray (his favorite character of all time). So she came out and made him a stingray out of washcloths and hand towels and told him he could take it home. I have a picture of her and could get her name from it, but could she get in trouble for giving away the hotel's property? I don't want my kudos to backfire!
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Old 01-24-2013, 11:28 AM   #20
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I don't think you would have to be that specific -- just mention that she went above and beyond or that her can do attitude really made a difference to your son's experience. It's not the specifics of an action -- it's the RESULT of the actions that make you want to give kudos.
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Old 01-24-2013, 01:36 PM   #21
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Originally Posted by leeg229 View Post
As a former CP and hopefully a CP again for fall 2013 allow me to say...

YES YES YES YES

OK sorry about that. There are three levels of recognition that you could give us:
1st you talk to our leader and they issue us a GSF or 4 keys basics card. (I got about 11 of these!!)

2nd You talk to Guest Relations and we get an Applause-o-gram, this is really really cool looking and looks very official. (I got 1!)

3rd, and this one meant the most to me, you write a email or letter to corporate and everyone from your area leader down to you knows you got a guest letter and they print out a copy of it for you and you are the subject of the morning opening meeting that day. When I got my letter I was nearly brought to tears to think that a guest would remember me when they got home and think that the simple little thing I did had a big impact on their vacation.

It makes you feel soooo goood when someone takes even a minute out of their day to simply say, "You were awesome". This is the equivalent of a magical moment for CMs.
Don't know what it is, guess it might be the way you're expressing yourself, but somehow this post hit me. I knew about positive feedback going into files. I knew about trickling back to those named. Knew it, been there, done that so to say. And yet this post somehow made it sink in to another level. I've become a sobbing fool on the subject of interaction but there was something in the post that actually moved me to tears.



On subject; yes it is a big thing. First learned about it on -where else - here, so when some amazing things happened on a first trip I took the time to make sure it got noticed. Have been doing so ever since, either by mailing, dropping in by GS or concierge. Whenever possible always voice my findings right then and there to the involved CM, but that's not always possible and I just value giving back what you receive. Hearing thanks is always lovely, but I can totally understand that it's even more welcome when that can have a positive effect when letting the company know. It's not like that's asking so much of me to do, so I do it.

And sometimes there are just those............ loose ends. On my last trip, let's just say stuff happened. It's been talked over and about multiple times, both between me and CM's (involved and/or their managers -also involved-) and I know it's been subject of discussion between themselves. I've been able to thank most involved personally face to face afterwards. Also took the time to write in afterwards, it was the very least I could do. Yet, there are a few loose ends. Some I know I will be able to kinda end on a next trip. One, sometimes doubt if I ever will find out. That one CM sometimes almost "haunts" me. So young, so not expecting to be confronted with what I came upto her desk with, for one second seemed as if she was too shocked but then got onto things and "just did her job". The first in a long line of those involved in a huge amazing thing. Haven't got a clue who she was. Not that that is important to me, but it nags at me not knowing for sure she knows how gratefull I am and how huge of an impact she made. The "haunting" is a combination of that and....... call it worrying about her. Remembering her first reacting, that impact, remembering impact it had on me and others involved, it sometimes makes me wonder. Hoping it hasn't had a negative impact.


When wondering if your feedback might harm a CM; simply do not mention anything you are not 100% sure about feeling OK with mentioning. Sometimes it does not need getting into details about any and all. Using a more general description and just sticking to how that CM influenced you/your group can be enough without always having to tell how they did it.
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Old 01-24-2013, 01:59 PM   #22
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I sent an email to WDW.Guest.Communications@disneyworld.com

I rec'd an instant your message has been sent notification & then a day or 2 later I got a more personal message stating they were happy to hear I was happy & that the comments would be shared with the areas mentioned (I specifically mentioned 1 CM plus generic overall good service spots).

I have found since my last Disney visit I am quick to praise good customer service because it seems to be such a hard thing to find lately. I work in customer service so I understand, but a smile, pleasant attitude & willingness to help goes a long way. I have asked for managers at McDonald's, Victoria's Secret, Kohl's, anywhere I have an encounter with somebody who does their job well or above & beyond. Usually it's funny cause the manager gets this "uh-oh" look & are so surprised to hear a compliment.
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Old 01-24-2013, 02:12 PM   #23
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Quote:
Originally Posted by mickeyonasticky View Post
THE ABSOLUTE BEST thing is a letter written by a Guest after they got home from their vacation. I never received a Guest letter, but in my work location, Guest letters were printed out (or copied, if they were hand-written), placed in a special folder, and presented to the Cast Member at a morning/mid-shift/closing meeting, sometimes with pixie dust thrown.

Quote:
Originally Posted by Berlioz70 View Post
If a Guest goes home and hand writes a letter it's considered a Guest Letter and is an ever BIGGER deal (depending on the situation, some Cast recieve pins and other awards based on that letter).
Thank you guys so much for these comments. I sent an email about an outstanding CM we encountered on our vacation in 2011 and I was surprised to get a followup call from someone with Disney. She said that the CM in question would get a copy of our letter and would receive some sort of recognition for it, but I had no idea that it was really THAT big of a deal. I'm so happy that I could do something good for someone who created so much magic for our family.
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Old 02-11-2013, 02:49 AM   #24
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I am a former cast member. I loved it, it not only made my day to hear what just 5 minutes out of my day meant for someone else but, I won customer service pin awards and extra comp tickets for my friends and family.

I went to High School on site. My classroom was at EPCOT, behind Norway. My program was much like the college program, it was called Project Future. I won a Gold Mickey watch for perfect attendance and 4.0!

I miss Disney so much!!!!! 17 Days until I AM HOME!
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Old 02-11-2013, 04:19 AM   #25
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Originally Posted by Berlioz70 View Post
That's weird that GR wouldn't use the A-O-G or perhaps the Guest was a CM? I carry around 4KB in my purse and fill them out for Cast when I'm visiting the park, I know many others that do the same thing. I always give them directly to the Cast Member, some will give them to Leaders in the area.

You should make a copy of any A-O-Gs you have and give them to your Leader - those should go on your record! Unlike a 4KB that has 2 copies, the A-O-G needs to be photographed. I know I photograph my casts' before I give it to them so we can get it on their record.
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Originally Posted by Berlioz70 View Post
An A-O-G looks different (there's a photo above). If a Guest gives you a 4KB it's a 4KB, and that's how it shows on your record card. It means more to get an A-O-G (as they are more rare), which is why it's disappointing if GR filled out a 4KB/GSF instead of an A-O-G.
I'm in GR right now, and I have NEVER heard of an A-O-G before this post. When a guest comes in to leave a compliment, we write it down and then fill out a 4KB or GSF, depending on what we have available.

Anyway, we LOOOOOOVE when guests come in with compliments! It's seriously the best part of my day. I have kept every single one I've received, although most are from other CM's. I just got my first one from a guest and I pinned it to my bulletin board. It puts a smile on my face every time I look at it and reminds me why I do what I do
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Old 02-11-2013, 04:34 AM   #26
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As a CM I can't stress more that it is amazing if you actually take time out of your vacation to go to guest relations to leave a note for super CMs.

You want to get an applause-o-gram not a four keys card. Technically a four keys card should not be given from a guest to a cast member as they are for CM to CM interactions only (CM including all CMs management and regular) where as an applause-o-gram is for Guest to CM interactions. Perhaps the person who was give a 4KC by a guest encountered someone who had a GR person who just didn't know what to do or ran out of AOG.

It means so much to us as CMs to hear from our guests that we did something great. It means even more if you let us know through an applause-o-gram or hand written note or even email because that shows us you took time from your vacation to show we made a difference and it makes us feel special. Also the company takes guest feedback with much more weight then it does CM to CM feedback so if a certain CM constantly gets great feedback from guests it can help them advance in the company because Disney will realize they are doing something right.
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Old 02-11-2013, 04:37 AM   #27
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Originally Posted by mrsxsparrow View Post
I'm in GR right now, and I have NEVER heard of an A-O-G before this post. When a guest comes in to leave a compliment, we write it down and then fill out a 4KB or GSF, depending on what we have available.

Anyway, we LOOOOOOVE when guests come in with compliments! It's seriously the best part of my day. I have kept every single one I've received, although most are from other CM's. I just got my first one from a guest and I pinned it to my bulletin board. It puts a smile on my face every time I look at it and reminds me why I do what I do
Not to refute what you were trained to do but I know in my area we were specifically told we can not issue 4KB (we don't even have GSF anymore) if a guest tells us about the interaction they had with someone else we can tell the CM or tell our managers about it but we can't issue 4KB cards because we didn't see the interaction ourselves. I've always found it amazing how the rules are different all over depending on which department you work in.
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Old 02-11-2013, 04:40 AM   #28
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Originally Posted by wilkeliza View Post
As a CM I can't stress more that it is amazing if you actually take time out of your vacation to go to guest relations to leave a note for super CMs.

You want to get an applause-o-gram not a four keys card. Technically a four keys card should not be given from a guest to a cast member as they are for CM to CM interactions only (CM including all CMs management and regular) where as an applause-o-gram is for Guest to CM interactions. Perhaps the person who was give a 4KC by a guest encountered someone who had a GR person who just didn't know what to do or ran out of AOG.

It means so much to us as CMs to hear from our guests that we did something great. It means even more if you let us know through an applause-o-gram or hand written note or even email because that shows us you took time from your vacation to show we made a difference and it makes us feel special. Also the company takes guest feedback with much more weight then it does CM to CM feedback so if a certain CM constantly gets great feedback from guests it can help them advance in the company because Disney will realize they are doing something right.
Again, maybe this is something new, but I'm in GR right now, and we all give out 4KB's or GSF's. That's what we're trained to do. We even have written instructions from our leaders to do so on the little box where we put them. So please don't make assumptions that the GR host/hostess did not know what he/she was doing.
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Old 02-11-2013, 05:00 AM   #29
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Originally Posted by mrsxsparrow View Post
Again, maybe this is something new, but I'm in GR right now, and we all give out 4KB's or GSF's. That's what we're trained to do. We even have written instructions from our leaders to do so on the little box where we put them. So please don't make assumptions that the GR host/hostess did not know what he/she was doing.
Sorry I should have phrased that as maybe the GR was unsure what to do or maybe it is a new policy to just use 4KB that I'm unaware of. I just know as a non-GR CM we are told we can't write 4KB through hearsay (or at least thats what our Epcot attractions WS managers have said). We actually have to see the going above and beyond to give them out. Also I know the few times as a guest before I was a CM when I went to GR we were give AOG to fill out when we said we wanted to highlight an amazing CM.
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Old 02-11-2013, 05:19 AM   #30
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I am a former cast member. I loved it, it not only made my day to hear what just 5 minutes out of my day meant for someone else but, I won customer service pin awards and extra comp tickets for my friends and family.

I went to High School on site. My classroom was at EPCOT, behind Norway. My program was much like the college program, it was called Project Future. I won a Gold Mickey watch for perfect attendance and 4.0!

I miss Disney so much!!!!! 17 Days until I AM HOME!
WOW!High School AT WDW!!!!How cool!!!!
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