Yesterday this guy got offended by my tone of voice and asked me why I was snappy with him. I had heard Judy explain our policy to him at least 2 times in front of me. I explained it twice. I calmly explained that we will not shut down a ride to retrieve his item, there is no one he can call to do that; items came in from that ride this morning and his was not among them--maybe next time; and that going to the ride to pester the operator would get him nowhere and they would only send him back to lost and found. I try to always treat each guest's problem like they are unique, even when I've heard it a thousand times (more like 5,000 when it comes to lost items). But when we have calmly explained it to you and you simply don't WANT to understand, it's a different story. When I have a line of about 10 children waiting for me so they can enjoy your day and you are acting like I'm being mean, it's going to make me get snappy. It is actually not one of my jobs to give you that spiel. I am not lost and found. I know lost and found procedures in addition to rides procedures, so in that way I guess I can give people the best idea of what NOT to do. I'm just really tired of guests getting mad when they don't even bother to listen to me. About 15% or less of the guests I encounter actually understand our policies and are nice when I explain or enforce them. There is a reason for every policy, and I will gladly explain those reasons if you ask.
