Customer Service in the 00's

Wow, that is sure a lot of "training" Paula.

On Sunday, the Legend broke down just about 30 minutes before closing time.

Just a few short minutes after that, I was extremely impressed that Will Koch actually went to the coaster, walked up the chain lift, and comforted everyone that they would have them going in a few minutes.

Now that, to me, is dedication.

I've never seen any other park manager or owner walk up and do something like that.

Sometimes, it's the small gestures that mean the most. When I was GMing, I had an assistant manager at one point who absolutely excelled at CS. She taught me so much about it, I was amazed how simple the difference between average and great CS can be.
For example, whenever she was on a till, she inserted one small word into her routine that set her apart from the rest. The word is "your", and it was where she used it that made the difference. Instead of saying something like "that'll be 12.75 out of 20" (and even that sort of exchange is getting rarer), she would say "That'll be 12.75, out of your 20".
She did this without fail, each transaction, save for plastic, in which case she would say "That'll be 12.75 on your card". Other managers, and even the employees would look at her and snicker and shake their heads; they just thought it sounded weird/ too formal. I asked her once why she did it. She responded, "It lets the customer know that I am conscious of the fact that it is their money, and that they've chosen to spend at this establishment".
After that, I started using it too...

^Awesome example.

If you are assisting a Customer with a difficult situation it is so important to "be on their team".

An employee should partner with the Customer, so that you create a "team" working against a problem, instead of any other alternative. A Customer is more than worth that, they are the reason said employee has their job in the first place. If you "partner for success" against whatever said issue is, the outcome will always be more desirable for both parties involved.

Scott[yes, I capitalize Customer!]

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Raven Maven said:

In two words? Regular beatings.

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And I suppose that the beatings will continue until morale improves? ;)

I think this has probably been one of the best topics to come around in quite awhile. There is a lot of information that has already been said, so for you up-and-coming Customer/Guest Service and Park Managers, I hope you're taking notes :)

I don't think it's been discussed yet, so I'll share my little pearl of wisdom, as cliche'd as it may seem. I try to treat everyone that walks into my facility as though they are invited guests that just arrived at my home. Smile, be polite, and listen to what they are saying to you, even though you may have heard it 1000s of times before. Go out of your way to make their day - they are, after all, spending money at your facility to have fun! :)

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Impulse-ive said:
But tell someone who's grown up watching the dot-coms hire just about anybody to do just about nothing, then let them go at the drop of a hat, and who's grown up in a time when "company loyalty" is something the old farts talk about around the water cooler, that they should perform well so their company holds on to them.

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I can certainly appreciate that position, but the last five years are hardly representative of American history. HR executives everywhere are bracing for the worst when baby boomer retire, because there won't be enough people to replace those leaving the work force. These smart people are already coming up with strategies to score their best people and retain them. So while we're coming out of a recession, I don't believe that what you've experienced (or "we" I should say... I was laid-off twice in two years), the long term appears a lot brighter.

There's also a slow refocusing in the ranks of 20 and 30-somethings to find job satisfaction, and as someone already mentioned, it often has little to do with salary.

As for non-career minded teens, I work with kids all the time and I don't buy the notion that they're all bad or somehow worse than we were. I'll side with those that theorize that the people managing these kids are the ones that don't get it, or just aren't skilled in leading and supervising people.

Work ethic can also be aquired from your parents teaching you this principal.

My parents busted their butts during my growing up, that I by the age of around 12, had to start a paper route if I wanted that expensive pair of jeans or tennis shoes.

Ever since, I have held a job and during my teen years , actually excelled in the jobs that I did. Ever since graduating highschool, I have worked for the same company and have moved up the ladder. This past August, I was told that my position in the company was being moved out of state so a layoff was in my future.

Fortunately, my strong work ethic and easy going attitude landed me another job in the company without any bending over backwards or pursuing the issue. The top brass knew my situation along with my positive reputation and went to bat for me.

While long term status in one place is rare these days for guys my age and younger, it isn't completely dead.

Sorry for carrying on about my career life. Customer satisfaction has always been my goal with the company I am employed with.

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Raven Maven said:
We hosted their last family vacation. (You can hear a pin drop at this point.)

Then I ask, "What if you'd been the one rude person -- the one person who didn't care? What if you'd caused them to have a rotten experience?"

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Your whole story just made me start crying, Paula. It's obvious that the guests at your park actually mean something to everyone on the staff- we're not just numbers that come through your gates.

That is why I love Holiday World.

"It's not what HW builds that keeps me coming back, it's what they've been doing all along"

Bulletin board filler for Paula...:)

And as many of you who claim that it's the pool of employees you pick from, it's also how they themseleves are treated....and what is expected OF them. Sure, a strong work ethic is a great thing to bring to the table, but it IS a learned thing, and it starts at the top of any business (and/or family). Kids, and employees, tend to live up to (or down to) the expectations.

Incidentally, I use the word "customers" when referring to the people I do tech support/data management for, even though I'm in the public sector, because that's how I want them to think of themselves...;) I don't think "hospitality" should be reserved for the hospitality industry....

Sounds like we do the same thing then rollergator. I am an outsourced tech working at a location, and my boss is over 1,000 miles away from me.

But, I had my own DJ business for about five years before getting my current desktop support job. The main thing that I kept seeing over and over on my surveys was the fact that they liked the communication, professionalism, and overall personal experience. When the "client" wanted something, I immediately performed for them. When we had a discrepency over a bill or anything, I wouldn't argue, I would give it to them their way.

Because of that friendliness and "no-nonsense" business perspective, I retained and gained almost all of the schools in a 30 mile radius of my location for almost all five years.

I have also been one of those with a great work ethic. I started at a computer store when I was 14 (yes, 14 years old) and was there for about 1.5 years before they went bankrupt. From there, I started at a call center and was there for 4.5 years (that is an extremely long time at a call center). After about 3 years, I was promoted to weekend team leader and then went to quality assurance about 6 months before I quit. About 3 months before I left, they handed me my own client; something I was very proud about. They got a contract from an ISP and they wanted to have their tech support calls monitored and judged on customer service approach and overall technical knowledge.

I've been working at my current job for 7 months so far and my manager consistently reports that I am exceeding his and the client's expectations of overall courteous service, knowledge, and promptness. They indicated that one of the key reasons they hired me is because I worked at a call center for 4.5 years (I provide tech support at another call center right now) and the fact that I had a business so I knew how to "manage" myself without supervision.

I'd say I've done pretty good in my 21 years of life so far, and it is because of that customer-service approach. *** Edited 7/1/2004 3:52:03 AM UTC by spraker@yahoo.com***

I dont think it is only the pool of people Holiday World has to choose from. If you look at the well run branches of TGI Fridays, or any of the copies, the people they hire to work as wait staff and bar tenders are always friendly. There are exceptions, but for the most part your going to get chipper people at these places, and that comes from the upper mgmt telling them thats the way they are to act.

It sounds like Holiday World's training is a perfect example of how to train your staff and set expectations.

Ohh, looks like I'm on my own on this one. The general consensus seems to be you can take any potential employee and with proper training, good workplace and setting an example make them an excellent CS employee.

I don't buy it for a second. I think the single most important thing is the people you choose - or more realistically, the people you have to choose from. Sadly, this can be slim pickin's (that's country boy speak :) ) especially when talking about bottom of the ladder jobs such as we are in this thread.

Again, it might be the Republican in me leaping out, but I sympathize for the managers in the world who take the blame when they have a hard time finding people who will do more than they have to and don't run out the door the second the clock hits five without a second glance back. You can't make someone do their job well - especially in CS. They either have the right attitude coming in and hop on board or they don't. Some people try, but just don't "have it" - you can make work as fun as you want, you can train these people in the most cutting edge, innovative, productive ways, you can lead by example, but an employee isn't going to follow suit unless they choose to.

Sure, you can dump these people and throw that net back out there and dredge up another body, but until you find that person (or as is more often the case - find those people), the turnaround hurts. The lowered morale hurts. Things suck.

It all comes back to that work ethic thing. Some people want to work - many don't. (it's the 'Employee A' vs 'Employee B' thing again)

My earlier comment about Holiday World wasn't meant to say that management has nothing to do with it, because not providing training or a good work enviroment or whatever can certainly turn the best of employees bad. It's called morale. It's quick to drain and hard to build. It's much easier if it's there in the first place.

Holiday World does a great job of nurturing the morale their employees come into the game with, but if that morale isn't there to begin with (even a little) then repeated attempts, approaches and ideas aren't going to change that kid who just sees this as a paycheck and would gladly walk away and take the job down the street that pays the same.

It all comes back to getting people who want to succeed and do well. If an employee doesn't care you can't make them.

That's not to say the opposite is untrue. I touched on it a couple of paragraphs ago. Let's use the CS whipping boy (deservedly, in most cases) of Six Flags. Consensus seems to be that higher ups just didn't give a crap in many cases. That can kill any employee. Heck, if they don't care then why should I? I can't argue that - it's just true. Beat someone enough times and eventually they'll stay down.

There are a ton of factors that go into the equation and blaming managment feels to me in most cases like a knee jerk reaction. If we're going to limit that equations to two variables then I see only 4 possible scenarios:

1. Bad Management + Bad CS Employees = Negative Experience

2. Bad Management + Good CS Employees = Negative Experience (in the long run)

3. Good Management + Bad Employees = Negative Experience

4. Good Management + Good Employees = Positive Experience

Anyone care to show me the mistake in my math? ;)

Bottom line of this long winded rant/post:

You can only work with what's brought to the table. The best artisan won't be able to turn crap into gold.

or

Good coaching alone won't win the game. It helps, but you need talented players to win.

-Gonch
king of bad analogies

I don't understand why more parks don't offer return employees more bonuses/perks/salary (do they?). It seems like experience/loyalty is key, not only in general job performance, but also in setting an example for new employees. Especially at a park where attitude is such a part of the package. I would imagine that, in spite of all the training and drilling that happens at HW, the examples of the management and other employees at the park is really what helps newer employees "find their smiles."

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Jeff said:

As for non-career minded teens, I work with kids all the time and I don't buy the notion that they're all bad or somehow worse than we were. I'll side with those that theorize that the people managing these kids are the ones that don't get it, or just aren't skilled in leading and supervising people.

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Now there is a good point that has not yet been addressed. Many (but certainly not all) managers at theme parks all over the country got into their positions by working there when they were younger, summer after summer. In lots of cases they either didn't finish college or go to begin with. Here is a scenario:

"Jim is a good ride operator in kiddie land. We should move him up to a coaster. Hey, Jim is the best operator of the coaster, maybe we should make him a lead." Now, I have run into a lot of great employees who wouldn't know the first thing managing others.

I saw a LOT of this at Disney. I ran into many mid-level and a few upper level managers while I was there that didn't know the first thing about managing people. They likely just got promoted up the ranks for being good employees but really never learned how the manage people.

Now, I am not naive to think you have to go to college to be a good manager. I know plenty of people who just have been born with great leadership skills. But for those people who were not born with those skills they need to be learned somewhere.

Again, I don't think companies like Cedar Fair would be flying overseas to hire employees if there were enough kids in the states who would take a summer job for what they pay.

I'll tell you one thing...and I am prepared for the beat down that will soon follow...on a whole I found that the foreign kids had a much stronger work ethic than their American counterparts. In fact, for the most part it isn't even a close comparison. Why is that?

I will say this for Paula's sake. Having worked for three different park operators including Disney...there was only one other I wish I had had the opportunity to work for and that is Holiday World. I can probably speak for most when I say I hope that the Koch family doesn't follow in the footsteps of the Knott family. I don't mean to suggest that Cedar Fair is doing anything wrong with KBF...but Holiday World is a gem that should not be messed with.

Hey Wahoo Skipper--

We're still hiring! Come on down!

This season is wild -- we're up 28% from this time last year. So we're working hard to figure out how to keep the Guests' experience high in the coming busy, busy days. (Especially Saturdays--have you seen our website recently? We warn in several places to avoid certain Saturdays).

One of those solutions, we hope, is to have extra Hosts and Hostesses...well, everywhere! We want to keep the stress off our employees...after the long, hot, humid summer, everyone gets worn out.

Regarding ways to show appreciation, we do some very simple things. First of all--we TELL and SHOW employees we appreciate them. Mrs. Koch hands out lots of hugs, Will makes the rounds throughout the park--as do others in management. Not the naggy, picky rounds...but the "How's it going? Thank's for doing such a great job" kind of rounds.

On busy Saturdays, we hand out candy bars. This may sound silly--but everyone gets such a kick out of picking out a candy bar at the end of their shift! :)

Next Wednesday, we have a giant buffet offered from noon till 6 pm ... just stop in during your lunch break and load up. (Employees only...I can already see some of your licking your chops!)

Even the Rookie of the Week program is appreciated (we also have Host/Hostess, Supervisor and Crew of the Week). They get all sorts of goodies--but the biggest kick is the little ribbon that hangs from your nametag. I used to, frankly, think that was a bit corny...but one time we ran out of one kind of the ribbons, and the crew was *really* disappointed! We've never run out again! Even if it's a tad embarrassing to wear the ribbon at first, a lot of our Guests comment about it and it really makes the wearer feel special and appreciated.

Regarding working your way up into management, we do that a lot here. Most of our Operations Directors started here as teens...H.R., Games, Admissions, Merchandise, Water Park, Entertainment, Security, Rides.

Don't worry...the Kochs have had offers but they're not selling. :)

Paula

I said it when I was doing that report, and I'll join everyone else here in saying it again: Class. Act. Period.

If I got candy, a lunch buffet and a ribbon for doing good at my job instead of "good job, here's extra work" I'd sure do my hardest!

And I was thinking about this thread last night (still don't have 'net from my move - it's only been 2 weeks!) and I was wondering if someone had asked the question yet of why foreign workers seem to work harder. Well wahoo did, so here's my theory on that (goes along with my earlier statement on job security/loyalty and the whole dot-bomb). Those workers come from countries where company loyalty (employee-employer and the other way around) still exists and is still a big part of culture. You don't get a pamphlet (that I know of) when you cross the border that says "be warned that no company cares about you, and if you can be cut in the name of profit you will be regardless of performance" so they don't know any different than where they came from. Which in turn makes them seem like great "customer oriented" workers because their countries are still ina culture similiar to what I hear ours was 10-15 years ago.

Give 'em a few years and they adapt - take the two Russians at the grocery store last night (no not the Wal Mart, the Giant Eagle next door ;) ). These two are probably the only foreign people IN my town, but regardless - I've seen them at this Giant Eagle for about 2 years. At first, they were always the best team to go to if you needed checked out fast. Last night, while the register clerk was just as fast, his bagging counterpart was disorganized, crushed my bread because he stacked orange juice and milk on it and when my Mom who was buying groceries behind me asked for help putting the case of pop in the bottom of the cart, he threw it down there, then kicked it into place and went into "shutdown" where he just stared forward and waited for the next set of groceries to come down the line. My first thought was "he's been Americanized ... "

Points related to numerous posts:

Impulsive: I've stopped going to my local Boston Market because the service stinks. Half the time they are out of chicken, the other half they get my order wrong.

Around here service is much better in Target than Wal-Mart.

Paying employees a little more does give you the top choice in the job market. Then you need to motivate them. Doing just one doesn't cut it. If you pay for the dregs of the job market you will get people who are hard to motivate. If you pay high and ignore your employees or even demotivate as many employers do, you will get lousy performance too.

Paula,

I appreciate the invitation but I suspect my wife and son would have a problem with me quitting my job, selling the house, and going to Indiana to work on the Raven for $6.50/hour. But, it is tempting.

I think everyone should work at an amusement park once. It is a great summer job. If you choose it as a career it probably won't make you rich and you will have to sacrifice a lot of personal and family time but there isn't really anything else like it.

I began my journey in the industry at the gone-but not-forgotten Rainbow Island at Geauga Lake. My very first assignment was on the Tug boat ride. Through that summer I escaped the Island a couple of times to work the ferris wheel (much more complicated than you might think) and the spider.

Without the five years at Geauga Lake don't think I would have been hired to work at Disney. Without my Disney experience I suspect I would not have stuck out enough to catch anyone's attention at the Point. Without the Point I never would have met and married my wonderful wife.

But, when I look back at my 10 years in the business, guess what my favorite memories are? They are of that first summer at Rainbow Island. There is something about the innocence of children visiting an amusement park for the first time. The memories are good enough to cover up the thoughts of all of those crazy parents.

A couple of weeks ago I got to see that innocence again, but with my own child. It was fantastic.

I would love to see more parks follow the direction of Holiday World when it comes to treatment of guests and employees but I fear they are the exception and not the norm. How else could a park in the middle of Indiana get such tremendous attention from persnickety coaster and park enthusiasts around the world?

Edit: I agree with Jim above. Paying more opens the door for more candidates but it doesn't fix everything. It is much more complicated than that, no doubt. But I insist that paying more is a significant piece of the puzzle. *** Edited 7/1/2004 2:45:25 PM UTC by wahoo skipper***

Gonch said

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only when we're talking skilled positions.

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and later said

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I think the single most important thing is the people you choose - or more realistically, the people you have to choose from.

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I agree with both of these statements---in other words, good customer service is a skill. It's not a talent, though---you can learn how to do it. But, you also need to be willing to work. That's why it's important to select well during the hiring process, work hard at training, and let people go when they don't measure up. You can make this work, morale-wise, but it requires instilling a "marines" culture in your workplace---the few, the proud, that sort of thing.

Jeff said

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a slow refocusing in the ranks of 20 and 30-somethings to find job satisfaction,

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I wonder if that's new with this generation, or has always been part of the picture. At some level, this is just growing up. I've been really lucky to be able to do something I have always wanted to do, really enjoy doing, and happens to pay reasonably well. True, I'm not post-economic, as are many colleagues who have started successful companies, but I generally don't worry about where the house payment is coming from.

Jeff said:

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skilled in leading and supervising people.

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and wahoo followed up with

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I have run into a lot of great employees who wouldn't know the first thing managing others.

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After six years as a professor, the thing I think I need to improve the most is managing my graduate students. At a research university, managing your doctoral students is about half your job. As a doctoral student (which ostensibly prepares you for being a professor) you spend all of your time doing research and none of your time managing. So, I've learned (or not) on the job, the hard way. I'm not sure there is much of a way around this---I've worked at a lot of different jobs, and none of those skill sets seem to overlap with management.

wahoo said:

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on a whole I found that the foreign kids had a much stronger work ethic than their American counterparts. In fact, for the most part it isn't even a close comparison. Why is that?

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Because this is a major opportunity for students from other countries. For students from this country, it's a birthright. I see this in the students at Michigan, as well. The foreign kids (and most of the first-generation set---native citizens born of immigrants) work their tails off, because they have a frame of reference to compare to, and the comparison is stark. Once your family has been here a while, the constant nose-to-the-grindstone attitude starts to die off.

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Lord Gonchar said:
The general consensus seems to be you can take any potential employee and with proper training, good workplace and setting an example make them an excellent CS employee.

You can only work with what's brought to the table. The best artisan won't be able to turn crap into gold.

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Darned Republicans, ROFL...

Seriously though, FINDING the good employees from a pool of applicants is a MAJOR trick that not many businesses seem to master. That's where hiring the right person for the right job is CRUCIAL...

But where you are *spot on*, IMO, is that even the BEST alchemist can't turn crap into gold....ya gotta start with lead...;)

Nature v. Nurture, Chicken v. Egg, whatever. Bottom line: It does take both good employees AND good management...

bill, agreeing an awful lot with a *self-described* Republican...should I mark my calendar? :)

All the things Paula mentions are such simple but smart things. They are keeping their employees happy, which makes them enjoy coming to work and that rubs off onto the guests.

I do think that the pool of people they are hiring from is probably better than what say, sfgadv has. But a program similar to that could work anywhere imo™.