So at Disney we have monthly reviews - they are called Dashboards. They consist of several things: Revenue, Presenteeism, Hyperquality and Qualitative Leader Ratings. Some of these words may not be familiar to you so I will break it down.
Revenue is the amount of money you book, with deposit, per hour. There is a set goal that each community must book per hour in order to "make revenue".
Presenteeism is the amount of time you have been out sick or late - just like any other job.
Hyperquality is a review of your calls. Each agent gets three hyperqualities a month and there are certain attributes you must hit in order to get 100% and they fluctuate according to the type of call that it is (dining, modifications, shops and bookings). Some calls have as many as 13 and some calls have as few as 6.
Qualitative Leader Rating is a subjective score that your leader gives you based on your behavior and performance through out the month. Things such as initiative, professionalism, organization, time management and teamwork.
This final one is the one I want to talk about tonight. Ipull my dashboard every day at the beginning of my shift... but Monday (my Friday) was a different story. When I pulled it up on Monday I saw that my revenue is 135% making my score an E (exceeds expectations), my hyperquality total score is a C (clearly outstanding), my presenteeism is a pass but my Qualitative Leader Rating is only an M! My overall Dashboard grade is an E but still - an M?
Now Disney grading is interesting in that C is what you want to get. It goes from C to E to M to B to U. These are calculated by a numbering system and I know from previous experience that Disney's version of being middle of the road (an M) is what other organizations consider to be outstanding - hence the reason as to why we are the leaders in guest service.
This floored me since I have gone out of my way to be there for all of my team members - while in training and on the floor (I am a recent rehire which I am sure I will explain one day but for right now, let's stay focused). We were (re)hired on the 20th of May - our Traditions Day (again, another story for another time) and were immediately put into our training classes. Now, during this training class I spent most of the time assisting the trainers. Since I couldn't test out of it due to lack of available trainers, my trainers would place those in class who needed specialized instruction next to me so I could do just that. This kept the class on schedule and those special few up to pace. Once we hit the floor we are amazingly on the same team. We even received a new leader who came from the IP department (Itinerary Planning - they deal with all the recreation but not rooms and packages) so he was new as well. I have spent the better part of eight weeks helping these people, including my leader, with questions and assistance in any way possible.
We were having a "race around the castles" with the other Worldphile teams and each team needed to build a ballon for our race. Joe, my leader, sent out an email asking for volunteers to build this balloon since he is not crafty. I gave it a few days and when I found out that no one responded I volunteered (we won honorable mention). During this race we got extra points for 100% on our hyperqualities, call work and booking packages with dining and/or air. To get these points you filled out a fire cracker with the appropriate information and placed it in a bucket. I noticed one day that all the firecrackers had my name on it so I sent out an email to my team reminding them to place their firecrackers in the bucket... to which most of my team responded with something along the lines of "what's that?". If I have a team member within shouting distance of me - they are going to ask a question, irregardless of whether or not I am on the phone with a guest... and I always answer them without sacrificing my attention to my guest. I also received the first guest compliment of the team - my first day back on the floor to boot!!
Now, when I pulled my dashboard, which I do everyday to see how I am and where I am at, I noticed that my final score was available even though the month doesn't end until Saturday (fiscal month that is). So I pull it open and see that I have the afore mentioned E, C and pass.. and the M. I was very upset. To me it was insulting. Here I am doing everything possible and he gives me an M. Would you like to know the answer I received initially - "Don't worry so much, it isn't the end of the world".
Today I had an opportunity to sit with him and discuss the foul grade he gave me. His reasoning is that since we have only known each other for a month, he wanted to be fair across the board - everyone got an M!! I am not everyone, to say the least. I know that sounds horrible but when your entire team of 22 people looks up to you and comes to you for assistance and you have done all that I have for the team - I don't think I simply met his expectations.
Now, I need to know if I am out of line in this way of thinking. According to those whose opinions I hold very dear (fellow cast members along with family and friends) I am not but I am curious what others think... was I wrong in thinking that I would get an E or better?