Guest Compliments

Monday, August 13, 2001 4:19 PM
[soapbox]

Many recent topics have come up recently in which park employee attitudes and enthusiasm have come into question. We may find it quite easy to head up to the Guest Services at the end of our day and let the park know when there have been problems. The problem is, Guest Services gets this type of feedback all the time. If you really want to make an impact on the park and employees, take the time to fill out a guest compliment for employees who had a positive impact on your visit. Most folks, myself included, usually only say something when we are PO'd.

A compliment will really pick up morale and also provides incentive to fellow employees. Also, the employees will probably end up giving even more back to future guests, who will be even more inclined to return the next year, which provides incentive to build more coasters (a stretch perhaps, but not too far-fetched).

In short, the next time you are in a park, keep an eye out for what you like, and take time to let the park know. It's good for the employees, it's good for the other guests, it's good for the parks, and especially good for the industry.

Thanks!

[/soapbox]

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Yeeee Haaawwww!
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Monday, August 13, 2001 5:13 PM
From the perspective of a past employee, I heartily second janfrederick's comments. A few times while I was a sweep a random guest would come up to me and compliment me that we sweeps kept the park (Cedar Point) really clean and were doing a great job. I always thanked them, and made sure to let the rest of my crew know. It really helps when you're working 60+ hour weeks in the heat, rain, etc, to know that you are making a difference and that what you're doing is noticed. Yes, it does boost our morale to know that we're appreciated, whether we're sweeps, ride ops, ticket takers, games hosts, or whatnot. Even flashing a smile at a ride op and saying thank you helps to show that you do appreciate the job that the employees are doing. Too often, people remember only the negative -- on your next park trip, remember the smiling employees, the ones that were hustling to get your order done, ring up your souvenirs, or dispatch your train. Not only will it make our days brighter, but yours too when you realize how many great people were trying to make your day as much fun as it could be.

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Po!nt of View: A different look at Roller Coasters.
http://www.crosswinds.net/~justmayntz/thrills/
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Monday, August 13, 2001 5:36 PM
I agree. Though I had to suffer through one day at Kings Island working in a restaurant (what a way to make a season pass!!!), I have worked with the public in numerous situations and can agree that compliments change everything. I always befriend employees as best I can to give them something different about their otherwise monotonous day. Jokes are always ready for delivery, and they are always happy to see me on a return visit. :) A lot of us would like to run rides and such, but if we can't we can at least make them feel good about being an important part of the experience.
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Thanks for riding Tidal Wave and enjoy your day here at Marriott's Great America!!
www.angelfire.com/oh4/tk173
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Tuesday, August 14, 2001 7:01 AM
Back when I was a park operations office clerk at the adventuredome i had the task of sorting guest comment forms. Out of say 120 on a given day, MAYBE 10 were something good about the park. the rest were complaints about smoking, heigt requirements, and other run of the mill stuff. Those 10, however, stood out making management more likely to read them as so many people would rather complain than be greatful.

Remember while you are being rude to a ride op, if something happens to the ride, you are gonna need them to help you and not the other way around.
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Tuesday, August 14, 2001 10:14 AM
And it takes about as long as it would to post a long topic here. ;)

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Yeeee Haaawwww!
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Tuesday, August 14, 2001 10:27 AM
If you do want to give out some things that you think a park can improve on make sure you add compliments in your guest feedback cards as well. Their more likely to listen to you.

I think if people just cuss out a park without giving any ideas on how it can be fixed or compliments, managers are going to think one of two ways. They're either going to build a wall right away and become defensive to your comments. Or they'll probably ignore it.

Managers who have an excellent grade A+ work ethic and have a ton of time on their hands are going to try and put out all the little fires that you describe while trying to think of a way to solve the problem for good. Problem is it takes a lot of time to do both.

If this post gave you a disorientated feeling due to my eratic writing style I apologize.

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"And then you say oh what a lovely tea party."
-Jay and Silent Bob Strike Back
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Tuesday, August 14, 2001 1:38 PM
I have stopped by Guest Realtions a few times (at smaller parks) to let them know how friendly and helpful a particular employee was. Funny, I've never done it at a Six Flags park...hmm. Actually, there was a SECURITY guy at SFKK during the Invasion in May that talked with us about ACE, coasters, etc. for about 15 minutes. Talk about ironic - Security is usually kinda uneasy when they see us in the park after hours. Definitely the nicest employee I've met at a Six Flags.

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rollergator - intent on improving the "guest experience" - coming soon to a park near you
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Tuesday, August 14, 2001 4:11 PM
Every time I visit the Point, I always go in to Guest Services and tell them what a great time that my group had.

mikey :)
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Tuesday, August 14, 2001 9:36 PM
I wish more people would tell the higher ups what great employees they have. Positive feedback isn't left often enough. Usually it's just the negative ones that they hear about. Then again I have experienced where the positive remarks never get back to the intended person.
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