Kings Island loses power on July 4th

This is crazy. I worked 7 years at SFOT and power outages were just about the only time that we were HAPPY to hand out comps.

As for not being able to print them...we had a large stock of comps on hand for this very event. They would call all available hands to the front of the park and we would hand comps to everyone at the metal detectors as they exited.

Trust, it is in the park's best interest to thin the crowds out after a power loss event. Nobody knows how long it'll take to get all rides back online...The more of the crowd you can thin out with comps the better the experience will be for those who chose to stay as the rides reopen.

When I worked at a movie theater, another industry where the price of admission wasn't really where the money came from anywho, anytime the power went off or a reel broke or a projector went down we comped people, easily. If an EMT/Fireman/etc. had to leave due to an emergency, we comped them. That's the first rule of customer service, do for the customer so that they return and SPEND MONEY.

I've been in two different parks where they had to call the day early and both times I was comped admission. The first time was at Six Flags St. Louis when half the park lost power (supposedly, the park is in two different power grids). It happened around three in the afternoon. Anyone leaving the park was given a full day's admission ticket.

The second time was at Busch Gardens Tampa. Heavy storms that were expected to stick around for the rest of the operating day shut down the park. Everyone was comped a full day admission ticket. This was only a few hours before the park's normal closing hour.

If Kings Island didn't even offer even a starlight admission initially as customers left the park, then boo on them.

The more that I think about this, the more I am beginning to think that Cedar Fair really doesn't give a crap about their customers. I already knew that they don't give a crap about their employees.

It reminds me of the bad Six Flags days, when after people payed to get in the gates, they found out that half the rides, shows, and shops were closed. Their thoughts seemed to be that they already had your money, so they didn't own you anything in return.

I blame Dick Kenzel. DK needs to go.

LostKause said:
The more that I think about this, the more I am beginning to think that Cedar Fair really doesn't give a crap about their customers.

The more I go to CF parks and the more I see, the more I'm convinced that in this situation there was no one at the park who had the authority to make the decision on whether or not to give out comps.

So they reluctantly tell people, "No." and then by the time someone who has the authority to make that decision does, it looks like they're backpedaling the next day.

Or I could be totally wrong.

No, you're probably right, Gonch. Cedar Fair's problem isn't about people not wanting to do the right thing, it's that they're not permitted to.

It's the little things like this that leave people feeling like nobody cares. Cedar Point did away with the exit passes that were used as "we're sorry" gifts a few years back. This cost the park nothing but the paper they were printed on but were a great way to say to a guest "Hey, we screwed up. Sorry." when something went wrong in the park or a guest had a particularly bad experience.

The next year, I believe, is when the VIP tours (with exit access!) debuted. Probably a coincidence, but it certainly didn't feel like it at the time.

...the more I'm convinced that in this situation there was no one at the park who had the authority to make the decision on whether or not to give out comps.

That's really a shame. The person running the park(s) should be the authority and be able to make decisions of this nature. The CEO's job should be to make sure that all parks are being ran well, and if a particular park has an issue, then he steps in to see why. He doesn't stay in the park's business and micromanage everything. That's bad for employees AND customers.

If you don't trust your manager at any facility to be able to make decisions like this, you should either get someone you do trust, or stop what you're doing. Why have a manager that can't manage? That's like having a supervisor that you won't let supervise.

For the record, I know nothing.

I'm just saying between what I've read, heard and then personally seen at the CF parks that I'm starting to believe the stories of serious issues with employee empowerment within the company.

Oh I agree, I know nothing either, and I got what you were saying. At some point, though, when you see people jumping ship, decisions that make you scratch your head and go "Huh?" too often, and EVERY former employee complaining about the same thing, well, where there's smoke, something is usually burning. And if what's burning is quacking and waddling, it's usually a duck. And if you can think of another cliche to put here, go right on ahead. Or a Haiku.

Tekwardo said:
And if what's burning is quacking and waddling, it's usually a duck.

Or to be more specific, a flaming duck.

It is an empowerment issue. The word is not in Kiznzel's vocabularly. (Well, that isn't necessarily true. He empowers family members.) Most managers know the right thing that should be done but they are afraid and most often hamstrung to make those types of decisions.

I think Kinzel's philosophy is..."if people are THAT upset then they will send me a note and I will take care of them at that point." That is fine and good...but...just imagine the number of people that ARE that upset but don't write the note, never return, and tell all of the friends about their bad experience.

Ah, so, quacking duck
Most overused metaphor
Still, we do love you.

Quacking Duck to son
You are the fruit of my loins
Go south and dictate!

LostKause said:
The more that I think about this, the more I am beginning to think that Cedar Fair really doesn't give a crap about their customers.

What is maddening about Cedar Fair is that sometimes what they do is so stupid (like the Geauga Lake tickets Six Flags awarded kids that they would not honor) and on the other hand (at CP) they open a broken coaster after closing time and run it for an hour or so to allow people to enjoy it who otherwise may have missed out. It does not make sense. Maybe they can get away with the late night coaster time because Kinzel is already in bed? :)

I was at Carowinds on Sunday, June 13, 2010 when a thunderstorm knocked out the power to the park around 6:30pm. The park was scheduled to close at 8:00pm. As we left, I saw a long line of folks filling out paperwork at the front of the park (I assume is was guest services). I assume they were all getting comped in someway. I had my CF Platinum Pass and was returning the next day, so I didn't investigate what was really going on.

So if Carowinds was comping guests for closing just an hour and a half early, why couldn't KI?

You may actuially be onto something with your DK bedtime theory, Pete. lol

James Whitmore said:

So if Carowinds was comping guests for closing just an hour and a half early, why couldn't KI?

I'm guessing because management at Carowinds doesn't have to check with Dad, er, I mean Mr. Kinzel.

Yeah, I figured so too, Carrie.

Lord Gonchar said:
I'm just saying between what I've read, heard and then personally seen at the CF parks that I'm starting to believe the stories of serious issues with employee empowerment within the company.

...and when they DO get an answer from above, it's late and sad - giving out comps "after the fact" leaves too many people who are hacked off at your company...you come back later with an olive branch, and are likely to get smacked with it. Is anyone else reminded of the "Geauga Lake Reading Program Fiasco (TM)"? Thought so... ;)