I'm a parent so I don't need to go by the rules! (long)

[Totiono]

I work at a theme park and I am in the stadiums division. We have seven stadiums, all with their own unique show. Every stadium has three different entrances/gates and their own set of very complicated rules and procedures. On paper it seems like an easy job but it can be much tougher than I ever anticipated because there is so much to remember and people just love to take it out on you when they show up late and find the stadium has filled to capacity. (Our largest stadium seats 7,000 with the others averaging around 4-5,000. If you can't make it on time to any of the six or so different showtimes per stadium then that is on you)

The one cardinal rule that applies to every stadium is that no strollers are allowed inside unless they are being used as a wheelchair for a handicapped child. So for every show there is an employee at every gate to assist with the stroller parking, greet the guests, answer any questions they have, and close and open the gates at the appropriate times.

Anyway, that brings me to my first two nasty experiences that have been weighing on me since. I apologize for the length of this. I guess I'm just a sucker for detail.

Before I start with all the dialogue I want to point out that if I sound stern in some responses it is because I can't express tones in writing. I'm a really gentle person and if anything I'm often accused of being too nice, so everything was said with an apologetic or sympathetic tone... except for the last part of SC#2.

SC #1

About five minutes to showtime a young couple with a stroller came to my gate. I think they were Israeli and spoke in very broken English which made communication even more difficult. The woman did all the talking.

SC: Our baby is two months old and sleeping. Can we bring the stroller in.
(Completely ignoring the 40+ strollers parked alongside the curb that has the giant signs which read "STROLLER PARKING")
Me: I'm sorry ma'am but strollers are not allowed inside the stadium.
SC: But she is sleeping. She is only two months.
Me: I'm sorry but unless a stroller is also being used as a wheelchair they are not allowed inside any of the park's stadiums.
SC: But she is sleeping.
Me: There will be another show a-
SC: She is two months!
Me: If it was up to me I would have no problem with it and would make an exception for you but it is park regulation that strollers are not permitted inside any of the stadiums.
SC: Well can we see the stage from back here?
Me: Unfortunately the stage is behind this structure so you wouldn't be able to see it. But the next showtime is at 3:45 if you'd like to come back then if your daughter is awake.
SC: Not fine. No, we will come in now.
Me: Well I'm sorry but it is policy that strollers are not allowed inside stadiums due to space and safety concerns. The walkways must be clear at all times in case of an emergency.

- The woman then started trying to shove her way past me with the stroller. I stepped in front of her to block her way (as I was trained to do in case of a situation like this) and her husband seemed to be telling her to calm down. I don't understand Hebrew but he was speaking very softly as if he was embarrassed and gesturing as if to pull her back. But she wasn't having any of it and would sass him.

At this point I heard the auditory cue to close the west/east gates so I start to attempt closing one side of mine. -


Me: I'm sorry ma'am but I need you to please step back so I can close the gates now. The show is about to start. If you'd still like to come in then I ask that you please park your stroller and I'll hold it open for you but I do have to close this gate within the next couple minutes.
SC: *rolls her eyes for the hundredth time* I want to talk to manager.
Me: There are no managers present in the stadium at this time but I'll try to get in touch with my supervisor to see if they can address your concerns and contact a manager. But first I ask that you please step back so I can close the gates.
SC: NO. MANAGER.

- Every gate has a phone that doesn't dial out but connects to the other gates of the stadium. The supervisors are always at the main gate so I tried several times for a good minute but there was no answer. -

Me: I tried to call my supervisor but nobody is picking up. They might not be able to hear it over the show's music. I can continue to try but if you'd like you can to go to the main gate to speak with them. The main gate is right around that curve to the left.
SC: NO! MANAGER! NOW!
Me: Well ma'am unfortunately I can't get a manager for you at this time because they are in their offices across the park and I have no way of getting supervisor's attention. I cannot leave this area right now. I have to be at this gate. But my supervisor is at the front of the stadium and that gate remains open for the show if you'd like to speak with them. They have the walkie so they can contact a manager for you.
SC: Not fine! Manager. *waves her bony little index finger in my face* NOT FINE!
Me: All I can offer you at this moment is to go to the main gate. I do not have the authority to leave this gate until the end of the show. If you'd like to wait until then I can personally escort you to them once the show is over and offer you premium seating for the next showtime.
SC: Not fine! Manager. My baby is sleeping! You let us in! *continues to wave bony finger*

Just then another guest came by asking where the main gate was. I diverted my attention for about two seconds to point them in the direction and by the time I looked back the young couple had stormed their way into the stadium. At that point it was out of my hands and I didn't want to distract the audience by her making an even bigger scene so I let them be and closed the gates. I figured if I got in trouble for it then so be it, I tried everything I could. About five minutes later one of the actual managers came around (nice timing) just to check on the show and while she was there I explained the situation and pointed out the couple in case she was wondering why there was a stroller inside. Luckily she understands how people can be so she said it was no big deal, that sometimes we have to pick our battles, and I made the right choice in not pursuing it any further.

The one thing I don't get is if you're so intent on not waking your baby up, why take them to a packed stadium with deafening music and cheering?


Then there was the jackass from the day before.

SC#2:

This other stadium has live dancers/performers on the walkways between the tiers of the stadium. So five minutes before showtime the person staffing the main gate is to close the chains and redirect guests to the eastern or western gates if they'd like to get in. I was at the main gate. (It really isn't a gate so much as it is chains that block the pathway)


So I closed the chains and shouted very loudly that the main entrance was now closed and to please use the east or west entrances instead, all while using arm gestures pointing in their directions. I made this announcement several times to ensure that everyone in the vicinity heard it.

Well, about 10 minutes later a man carrying his toddler-aged son walked up to me.

SC: My wife is already inside. My son was sleeping so I was letting him rest on that bench.
Me: I'm sorry sir but this gate is now closed. The east and west gates are still open if you'd like to get in from there.
SC: Yeah but my wife is already inside, so if you could just let us in.
Me: I'm sorry sir, but this show has live performers on the walkways and it is a safety issue to have anyone else walking around.
SC: Are you kidding me? Just let me in.
Me: (trying to be helpful) Do you know what side your wife is on? I can tell you which gate would be the quickest way to get to her.
SC: No I don't. Come on bro this is ridiculous. Let me in. I have my boy with me.
Me: Depending on where she is sitting I can tell you which gate would be the best choice but the main gate is now closed and I have to send guests to either the west or east gates.
SC: *Does a few of those exaggerated sighs and calls his wife who is of no help and just says she is near the bottom. Like it is that hard to figure out if you are on the left or right half of a crescent-shaped stadium.*

- It should be noted that throughout this entire conversation dozens of other guests also tried to get in only for me to tell them the same, which they did without a problem. I was hoping this would show him that it was nothing personal but he wanted to take this as a calculated effort to ruin his day. -

SC: This is unbelievable. My wife is RIGHT THERE. You SAW me letting my son REST!
Me: I understand your frustration but it is this stadium's procedure to keep these chains closed and the walkways clear throughout the entire show. The dancers are very acrobatic and having people on the walkways would be risking injury for both parties.

- At this time I received a huge wave of other guests who were asking me questions left and right. The SC was just standing there with his mouth hanging open so I addressed the other questions for a brief moment, when suddenly he said “YOU KNOW WHAT, BRO?” and started to get flustered. Once the other people dispersed he started with the threats that he was going to complain about me. It was then that I realized that I wasn't going to be able to get a rational response out of this guy so from this point on my go-to response was the non-apology of “I'm sorry you feel that way, sir”. Maybe not the most professional course of action but I could tell by his facial expression and tone that he probably had anger issues and nothing would've satisfied him anyway. -

SC: That's it. I'm going to complain about you to your supervisor.
Me: That's fine. My supervisor will be down here when the show is over in about 20 minutes.
SC: Just wait. Something is wrong with you.
Me: I'm sorry you feel that way, sir.
SC: Yeah you're gonna be sorry when I tell your supervisor about you.
Me: I'm sorry you feel that way, sir.
SC: This is bullshit bro. I was letting my son rest and you're doing this to me.
Me: I don't know what else I can tell you, sir. The main gate closes five minutes before showtime and remains closed until the show is over.
SC: You're gonna be in so much trouble bro.

(Right. Trouble for doing my job exactly the way I was trained.)

He started mumbling things under his breath and stormed off to the west gate, but no more than a couple minutes later he came back with another park employee. He had the most smug look on his face like he was about to get me fired or something. I think he just grabbed the first person he saw because she is in a completely different department and looked confused. I told her that if she was looking for the supervisor that he was at the top of the stairs behind me and I opened the chain for her.

My supervisor came down and asked what the problem was. The SC started mouthing off about me not letting him in. Hearing my supervisor say “Here's the thing about this stadium” was music to my ears as he then started explaining the rules of the stadium, verifying everything I'd already told him. He let the guy have his way and let him in anyway but it was nice to feel validated. Though apparently the guy was just as big an ass to another employee working inside the stadium.

To think that this is only the start of summer and things will only get busier and more hectic. Whew! These two may not be as awful as a lot of the other stories here but they make me wonder what else could be in store for me.

[eltf177]

Wow, that was pretty epic!

The first woman was a total ass, and her husband should have told her to shut it. If she'd waved that bony finger at me I would have told her to leave and NOT come back!

The second guy decided arguing was a better idea than go to one of the other gates and look for his wife? Buddy, get a life or at least a frigging clue!

[emax4]

Yeesh!! After the first two times of not getting it, a quick call to security would have solved the issue, I think. Not gonna listen to the rules? Then you're a liability and the park doesn't need your sorry ass...

[An Haddock]

He "bro'ed" you?

Not cool, bro. Not cool.


Why do people feel the need to be such entitled goddam crybabies?

[Monterey Jack]

What kills me about the second guy is that he could have EASILLY found his wife in the time he wasted bitching about how that particular entrance was closed and trying to find another employee to bitch at. Just like those people in supermarkets (or anywhere there's a line) complaining loudly about how "I'm late for an IMPORTANT appointment!", and yet will still take five minutes to shout at whoever's ringing them out and demanding to see a manager or get a discount or whatever.

[Monterey Jack]

He "bro'ed" you?

Not cool, bro. Not cool.

"You want to get tased, bro? Keep yelling at me."

[DGoddessChardonnay]

"You want to get tased, bro? Keep yelling at me."

I think I just heard more "bro's" than an episode of South Beach Tow!

All I can say is you have far more patience than I (and I have very little and less as I get older.) I applaud you.

[Jay 2K Winger]

Guys like this are why I (and others on this board) hate "Bros."

I'd have been tempted to snap, "I ain't your 'bro,' sir," and pronouncing 'sir' like I'm really pronouncing it 'cur.'

[South Texan]

Ugh.

It was while I was a teen and worked at a theme park for two seasons that I began to understand the concept that the response of "no" meant "rude" no matter how nicely it was stated, the amount of explanation that accompanied it, or the strict rules that required it to be said.

[MoonCat]

Ugh, the first one? Excuse me but why in the name of all the gods that ever were would you even want to bring a 2 month old baby into a stadium show?? Even without all the noise, the kid's too young to get anything out of it!! GET. A. BABYSITTER. No baby = no stroller = no problem.

That second guy was an asshole.

[bankworking]

*sigh* And both of them ended up getting their way in the end. I understand picking battles and all, but it's still frustrating.

[Evannah]

Oh God, not the finger! Anything but the finger! I HATE it when irate customers point their fingers at me, especially if they're bony. Bony fingers look quite deadly lol.

And the second man was a jerk. If someone kept saying "Bro" to me (it would be a female equivalent though) I would want to just scream in their face.

[Silent-Hunter]

I think I know why people think no = rude when they're at a theme park. And this doesn't excuse it at all by the way, I just think this is their reasoning. They go to a theme park to have fun. When someone tells them no, they don't have as much fun, therefore they think that person is being rude and not doing their job because they're preventing them from having as much fun.

[Totiono]

I've been working nearly every day since I made this thread and unfortunately I don't have any awful customer experiences to report. With the park attendance rising every single day (I think we're up to 20,000-ish a day now) I was really thinking I'd have a handful more by now. But I thank you all for the responses! They were a treat to read through knowing that my frustration wasn't unwarranted.

What kills me about the second guy is that he could have EASILLY found his wife in the time he wasted bitching about how that particular entrance was closed and trying to find another employee to bitch at. Just like those people in supermarkets (or anywhere there's a line) complaining loudly about how "I'm late for an IMPORTANT appointment!", and yet will still take five minutes to shout at whoever's ringing them out and demanding to see a manager or get a discount or whatever.

I thought the exact same thing and was so tempted to bring that up to him but I knew it would've escalated the situation even more. All the shows run around 20-25 minutes and considering he already showed up late as it was he probably only caught the tail end of it by the time he finally did get in. If only he had listened and made his way to the side gates like everyone else happily did he would've gotten to see at least half of it.

*sigh* And both of them ended up getting their way in the end. I understand picking battles and all, but it's still frustrating.

When I think back that is the one thing that still bothers me. After reading the responses here I'm confident that I handled the situations to the best of my abilities so I'm no longer asking myself what I could've done differently. They were just pissy people in general. On one hand it was a relief to finally get them out of my hair no matter the cost but it does suck to "lose" when you were technically in the right.

I think I know why people think no = rude when they're at a theme park. And this doesn't excuse it at all by the way, I just think this is their reasoning. They go to a theme park to have fun. When someone tells them no, they don't have as much fun, therefore they think that person is being rude and not doing their job because they're preventing them from having as much fun.

Ugh.

It was while I was a teen and worked at a theme park for two seasons that I began to understand the concept that the response of "no" meant "rude" no matter how nicely it was stated, the amount of explanation that accompanied it, or the strict rules that required it to be said.

I completely agree with both posts. Part of the reason I'm so overly apologetic and gentle in these situations is because I honestly don't want to spoil a guest's fun. I want to make it abundantly clear that it is nothing personal and I'm just following the rules to ensure everything goes as safely and smoothly as possible. In other shows when kids are acting unruly and jumping around near the front of the stage I really hate having to be the bad guy by going up to them and telling them to step back or remain sated. Sometimes is my supervisors are busy and not watching over everything I'll even turn a blind eye so long as the kids aren't interfering with the shows. I'll freely admit that some of the rules really are a little too strict and I do not enjoy telling people what they can or cannot do when they're just trying to have a good time and paid a lot of money to do so.

Most guests completely understand even if they get a little frustrated. If I can tell they're agitated I'll try to make a little joke or be candid with them and they'll drop their guard and tell me that they completely understand and don't want to get me in any trouble. But then you have others (like these two) who think the price of the tickets includes full ownership of the park.

Ugh, the first one? Excuse me but why in the name of all the gods that ever were would you even want to bring a 2 month old baby into a stadium show?? Even without all the noise, the kid's too young to get anything out of it!! GET. A. BABYSITTER. No baby = no stroller = no problem.

That second guy was an asshole.

I didn't quite understand the point of bringing a baby that young either. Every time I see someone with a baby that age I wonder what goes through the minds of the parents. Not to say that adults can't enjoy the park or the shows but it is definitely catered more towards children and one that young isn't going to be aware of much of anything. The most common excuses people try to use for bringing a stroller into the stadiums are "But the baby is sleeping!" or "But this stroller cost $2,000!"