Speak Your Mind to Management

Wednesday, October 23, 2002 4:31 PM
One thing I have noticed on this site (and I thought of this thread after having a discussion with another Coasterbuzz member), is that a lot of people make negative (and sometimes positive) comments about the parks in their TR's, and never tell anyone at management/guest relations. Most of us have a lot of experience riding roller coasters/flat rides, or soon will. If you think something is wrong mechanically, tell a manager, or someone at guest relations. This also applies to your experience at the park. I understand about voting with your dollar if you had a bad time, but most of us go into parks to have fun. If enough people say something, maybe it'll change for your next visit.

I'll give you an example of complaints about SFA from years past and how they were fixed this year:
a) the park is dirty-more trashcans were added this year (and I still think the bathrooms are usually in immacualate condition)
b) a lack of shade in Gotham City-A lot of trees were planted on the walkway down to S:ROS
c) people were parking on the grass-the park threatened to tow cars on Memorial Day and copied down the license plates of the people who did. There are also signs were the grassy areas are with warnings
e) ride ops are slow-they are moving much faster this year and especially on Batwing where I have seen them moving at Cedar Point speed
f) a ton of lighting was added

The most exciting news though is that next year Scott (the operations manager) told me that they are going fix some of the dead ends.

All I'm trying to say is that if you complain loudly enough, something might happen!
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Dude, you're getting an Intamin!
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Dude, you're getting an Intamin!

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Wednesday, October 23, 2002 4:55 PM

I agree with you. This isn't related to an amusement park but I gave a local haunted house some tips. In the past they have always had an amazing walk through 20,000 haunt a local mall. It has recently been demolished and a target is in its place. Now they have moved to Chittenango which is about 15 minutes away. What used to be 1000s a night walking through there was no one there. No one new this new creepy camp existed. In my email I said that is has a great reputation but no one knows that exists. They responded, thanked me, and the next day I see at a few different stores with discount tickets. Not only did that help them, they identified me there and gave me free tickets and appreciated my help.

Management are people. They will listen, even if it is SF. You try to run 25 theme parks!

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Wednesday, October 23, 2002 4:59 PM

I think it sometimes crosses a fine line. Complaining doesn't usually get you anywhere. Some parks, and managers listen, others won't. Complaining about ride problems is a blunder. Why, cause we're not mechanics. That's just that. Of course if you see something drastic, let someone know, but otherwise, keep your mouth shut. No matter how "experienced" we are as riders, we are not any more qualified than anyone else to be making those sorts of complaints. I know a mantaince guy pretty well, and almost always ride a few rides when we go over to that park. I would never, EVER, consider saying, "Jeff, I think there is a problem." Not unless it's MAJOR! Like I saw a wheel fly off. Sure if things are really bad, complain! If you step in a pile of barf that you know has been there for three hours, say something...... Just be careful, we are *ALL* "GP" as far as parks are concerned.

Eric

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A one that is not cold, is hardly a one at all.

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Wednesday, October 23, 2002 5:08 PM

Hey, it's not like I'm afraid to say what I think, lol....Seriously, sometimes they ARE listening, and this is a good place to speak your mind, but there's nothing like a good old-fashioned face-to-face stop at GR. We stopped in to comment how much we LOVED the recycling at Seuss Landing, and thought it's be nice to see it park-wide. Couple months later, there they were, recycling bins aplenty. Did we have an impact...who knows? Are the recycling containers all over IoA? You bet.... Hey check out the shiny new sig....

Thought I'd add...stopping by to let them know what they're doing RIGHT, that's a good idea too!

*** This post was edited by rollergator on 10/23/2002. ***

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Wednesday, October 23, 2002 5:17 PM

Hey Bill, whats up? What shiny new sig???? "This post was edited by rollergator on 10/23/2002."??? LOL.

I agree with you. Sometimes they do listen. We have stopped by two or three times at PKI this year to tell GR various things. Two times to tell them how great a few employees were! And we've stopped by to complain, at various parks. That's all fine, but I know that sometimes "enthusiasts" get a little chip on there shoulder, and I was just recommending we not do that. Like I said, as far as parks are concerned, we too, are GP.

Eric

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A one that is not cold, is hardly a one at all.

*** This post was edited by eric.walton on 10/23/2002. ***

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Wednesday, October 23, 2002 5:29 PM
Talking to GR at my local park VF is like talking to a wall. I have filed complaints about rides that are not all that aggressive in the first palce being toned down even further and the rides there are lamer and braked worse than ever! I have tried to be nice about it too! I wish I have a local world class thrill park like Holiday World, Americana, IB, WOF or CP quality in ride experience but unfortunate I have to move to get some quality airtime filled rides on a weekly basis since as a paying customer I fell cheated when they kill the bunny hops COMPLETELY on Wild Thing VF's main signature ride! :-(

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Wednesday, October 23, 2002 5:30 PM
Sorry about the typo! (place not palce)
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Wednesday, October 23, 2002 5:39 PM

Eric, sorry, the new sig is down....there...:)

PFF, use the "edit" feature, looks better....;). Right on top of your popst.

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"CCXXVI....will the drop ever stop?"
Reduce, Reuse, Recycle....unless you've got a spare planet!

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Wednesday, October 23, 2002 5:44 PM
Listen, I'm not suggesting anyone scream & yell (unless you really had a bad time). Eric, let me you give you an example of where I was going with the mechanical comment. Sure, most of us aren't qualified mechanically to make comments, but you sure as hell know when something doesn't feel right if you've ridden something multiple times. It could be a life-saving decision, and if the park is responsible, they'll check it out either during the day or after the park is closed. To give you a positive example, I complimented Harold at SFA on the smoothest Batwing ride I had ever had this summer. He said "I changed the road wheels".
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Dude, you're getting an Intamin!
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Wednesday, October 23, 2002 5:59 PM
I agree, complaining will get you far in some cases.

I personally have never complained to guest relations in any case, but so many people complained about the roughness on Mind Eraser and Flying Coaster (SFEG), that they have added extra padding, and seem to be doing their best to keep them smooth.
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TOGO!

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Wednesday, October 23, 2002 6:07 PM

In some cases you get results, others you get nowhere, or worse, blown off. I've been pretty hot and pissed at places like CP and Kennywood, and the parks were responsive and handled my complaint. On the other hand, and I won't needlessly go off on the park again because you know which one I mean, they just blow me off.

When you get blown off, that's when you use your dollar elsewhere, and that's why one of my local parks got zero dollars from me this year.

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Jeff - Webmaster/Admin - CoasterBuzz.com
"There's nowhere to run, nowhere to hide, when it's all in your mind. You gotta let go." - Ghetto, Supreme Beings of Leisure

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Wednesday, October 23, 2002 6:17 PM
Ride of Steel, are you talking about Hauntville, which was by Cedar Point?

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CBClub member #30 and #364 (renewal)

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Wednesday, October 23, 2002 6:23 PM
SFFT had a book where guest could make comments. We went there to find out if the Skyscraper was going to open (it didn't: because we were there in May and they didn't have the staff to run the upcharge attraction) First I complimented them on the appearance of the park (it's really beautiful and well-themed, and there isn't a single piece of grafitti in the park-that's what happens when you confiscate markers from kids bags I was told) and then later I went back and commented on how painful The Rattler was. The lady behind the counter said all comments were taken seriously. Right after I wrote my comment, I got to talk to the General Manager for a little while. I asked him why Joker's Revenge was closed and he said no one was riding it. I have a feeling that the $12 million lawsuit (or was it $20-the article was in People Magazine) might have something to do with it also.
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If you want expensive rides, you're going to pay for them, in one way or another.
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Wednesday, October 23, 2002 7:05 PM
Managers listen most to the season pass holders. They carry the most weight in 'WRITTEN COMMENTS'. You can always stop buy guest services and write a nice positive comment. If you are going to comment on something negative, you should always start off by saying a good incident, and lead into the 'not so positive' experience. Remember, there is a lot going on that the gp has no idea about.
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Wednesday, October 23, 2002 7:06 PM

I have never spoken to Guest Relations. The only time I have thought about it is when I was at SFEG one Sunday morining from 10 to 12 AM, and not a single coaster was open the entire time. There were also SEVERAL flats closed. I left because of it, but I knew that a 15 year olds opinion would do nothing, so I didn't even take the time to complain.

I think there are a lot of cases that the park can't do something about the problem.

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Wednesday, October 23, 2002 7:19 PM

If SFFT has a comment book for guests to sign then perhaps that would be a good idea for all the SF parks to incorporate into their guest relations system,good guest relations does begin with good communication between the guests & employee's of course.

Of course my complaint is something more for corporate to hear & not management at a certain park(I'm witholding the name as most of us here know the which park I'm talking about by now) and perhaps when corporate get's my letter which will be sent to them then they'll do something about it

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Wednesday, October 23, 2002 7:26 PM

I really hope this whole thread didn't start from the news section views of mine.

I along with many others tell it like I see it (Good and Bad) So that when parks either read them or hear about them, They see what I was impressed with and what I was not impressed with or disspleased by.

I mainly do this in trip reports because it is the most recent and heartfelt memory. For all I know SFGADV made a 100% turn around in ride maintence and other things in 2002 from my 2001 visit.

Yes, If it is bad enough like a employee calling me a MF for giving them a $100 bill at CP. Your darn straight somebodys getting a piece of my mind Weather it was handled or not, I'll never know but I was apologized to by managment and I have returned and enjoyed CP on several visits since.

If it is something minor like a dirty park on a extremely crowded day, I am much less likely to complain to GR. Doing that just gets you what Jeff said, Blown off. Making honest heart felt concerns or complaints will get imediate attention at most parks.

Chuck

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Charles Nungester.
Is it about coasters or friends? I say both!

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Wednesday, October 23, 2002 7:30 PM

I can tell you that not all SF parks ignore guest complaints. I can only speak for SFOG, where complaints are taken seriously and are forwarded to the appropriate management. They do read and usually respond to all complaints (and compliments).

Some parks may be different, but each guest's complaint carries the same weight whether or not they have a season pass. I'm not even sure if we ask that they have a season pass or not.

The key to getting results is to BE POLITE. If you go into GR screaming and cursing, what do you think the park is going to do? Probably nothing. Because they don't want a rude guest who has to be escorted off property by security to come back. Put your feet in the GR worker's shoes and be professional about it. You'll get things accomplished for yourself and the park much more effectively.

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the member formerly known as MisterX

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Wednesday, October 23, 2002 7:42 PM

Well, Jeff I guess we'll have to agree to disagree about the customer service at the two parks near you.

When I was in town and visiting CP this past June, I had some issues with the park and WTs downtime. I went to GR and calmly stated my case and got "blown off".

But that same weekend when I hit SFWoA (which I am guessing is the "other" park you speak of) construction crews from a construction site that had nothing to do with the park struck the power lines, causing a blackout that not only affected the park but a large area around the park. I went ot GR there, and received a full apology along with a detailed explanation of the problem and to top it off they gave me two free passes to the park and refunded my parking fee without me even asking for it.

So, based on my June visits, I had a completely different experience with your two "local" parks.

It boils down to this - I think the response you get is based on two things:

a) How you present your case. (Do you act like an enthuisiass? Are you ranting and raving? - If so, forget good customer service...)

b) What's happening at the park that day? (Is there a coastergeek event there that day? (Like me at CP - it was Coastermania - that undoubtedly affected the attitude of the GR person.)

The old adage of "You catch more flies with honey than you do with vinegar" is true. If you go to GR spewing venom, acting like a know-it-all on how to run their park, complaining about ride ops making you ride with the lapbar touching your lap and minimizing your airtime - guess what - they will stand there and let your words go in one ear and out the other.

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Le roi est mort. Vive le roi.
Thanks Great America!

*** This post was edited by redman822 on 10/24/2002. ***

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Wednesday, October 23, 2002 7:56 PM

When I spoke my mind to someone at a certain Ohio park that I haven't been too since, they pretty much blew me off. He even asked if I was a member of a coaster club, and when I said yes, it seemed as if he gave me more disrespect. Needless to say I choose to spend my money at other parks. The only way I am going back within another 2 years is if I get a free ticket and free parking pass. Oh and I'm taking my own food too.

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AkA somewhatchewy
"Some guy walked up to me on the street and asked what is punk. So I kicked over a trash can and said, thats punk. He kocked over a trash can and said, so that's punk? I said no, that's trendy." Billy Joe Armstrong, Green Day

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