Why Do We Give Parks a Pass on Customer Service?

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Intamin Fan said:
I put the item on the conveyor belt after I scanned it, but because I violated some stupid rule of the machine

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Intamin Fan said:
it has nothing to do with being able to follow directions. I can follow directions just fine. The lane was open and I scanned my item. It was the machine that screwed up.

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See, one of these things is not like the other.

Really, though, it doesn't matter. If you don't like the self-checkout machines, I would recommend not using them or going to places that have them. My only point was "I can't work them" is not, in my book, a valid reason for using them as an example of poor customer service, especially when other folks use self-checkout just fine and really, really like them. Like me.

I also like the machines that print my tickets at the movie theater for me. I push 3 buttons, swipe a card, and it gives me tickets and I don't have to stand in line. Wonderful! Why do I need a human to do that for me?

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Alan T. said:
I think that it is possible to train adequate customer service skills. It simply requires commitment by management, setting proper expectations (Your job is to operate your ride safely, efficiently, AND with a smile on your face; you must sit up straight, pay attention to the ride and the guests etc), have proper supervision [frequently lacking at parks] and consequences for not playing by the rules.

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Still don't buy this. You can't make people do this and something as intangible as 'customer service' is a tough one to discipline. Couple that with someone just needing a paycheck that they could technically get at any number of entry-level positions and it's much harder than that to get staff to go as far as they really should...let alone above and beyond.

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Are the parks really in such a desperate need for employees that they have to hire any live body that shows up?

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Yes, they are. That's why you tend to see so many foreign workers at parks.

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Why not start everyone out at some lower wage than you intend to pay and then step them up when they demonstrate they can work properly.

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That just compounds the problem. You won't draw employees in the first place and they'll have even less incentive to not just walk when they're making so little to begin with.

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If somone fails to attain a raise more than once then move them out of positions where they interface with the guests or let them go.

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Which goes back to not having enough workers in the first place. Letting them go isn't helping.

It doesn't seem like it on paper, but entry-level customer service/hospitality isn't as simple as "train, enforce, incentives" - especially with so few treating it as more than a throwaway job. If it were that easy, it wouldn't be such a widespread issue...at least not enough to have it's own thread on these forums.

Gonch is right, they'll hire just about anyone and most people know they can get better wages at Dunkin' Donuts down the street. The only advantage is you can't work 60 hours a week at Dunkin'.

I think part of the solution is to hire old people. Dollywood is crawling with people who look 50, 60+, each one of them friendlier then the last. I mean I'm sure there are other issues that come with an older workforce and a lot of parks probably couldn't swing that like Dollywood can but there is something to be said for staffing your rides and attractions with people a little bit older then 18 years and 2 months.

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Why not start everyone out at some lower wage than you intend to pay and then step them up when they demonstrate they can work properly.

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I know some parks start at minimum wage. You can't start lower than that.

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Intamin Fan said:
^How are they the greatest thing? The stores have tricked you into believing that because you have the power, that you're as fast as a checkout person, and that is the furtherest thing from the truth. A cashier will destroy you time-wise every time.

And I really hate it when I have to wait for help because of the idiotic systems they've installed in supermarkets, home improvement stores etc. Recently, I was at a SuperFresh, and all I wanted to do was buy a small tube of Bull Frog sunscreen in a blister pack.

I put the item on the conveyor belt after I scanned it, but because I violated some stupid rule of the machine (some message about my item winding up on the back hopper [before it should have] ), I had to wait for the helper to come over and we had to start all over again, and she did the work for me about five times faster than I could have. I wasn't the only person that she was helping in the amount of time I was there.

Home Depot is another fun store to visit. Say you bring an item in to match it up and you're forced to use their self-checkout lanes. So you've got the original item in your hand and you want to put it down so you can scan your other item/s. Nope, you need to remove your original item from the all-too-small bagging area first.

My whole point is that we shouldn't be doing the store's work. We're not getting paid to play cashier now, are we?

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Totally agree with this. I don't see Home depot lowering prices due to their self checkouts. Quite the contrary. It took us twenty minutes to check thru a Home Depot when we had 12' lengths of wood. (they had NO human registers open and their hand scanners did not work.? Ever try wrestling 12' lengths of 2"x6"s?

Customer service has gotten bad in the last few years, which is pretty sad considering we're a service sector economy anymore.
I treated customers/clients the way I get treated, I'd be fired in a heartbeat.

My thoughts: Treat me poorly as a customer and i won't come back. I'm running out of places to shop.

*** Edited 7/1/2008 2:23:24 PM UTC by FLYINGSCOOTER***

I'm running out of places to spend my money too! Complaining (with a smile in a respectful way) doesn't seem to get the job done either.

It shouldn't take me 35 minutes to get one key made at Home Depot. I shouldn't have to take back my printing job 4 times because they didn't fit in my CD cases at office Depot. My fries should always be consistently hot and fresh every time I go to any one of the many fast food joints. Target should always have the sale priced electronic items that they advertise in stock without trying the "bait and switch" method of scamming me...

And coming full circle, back in '00 or '01, Six Flags Ohio should have offered me a refund when I went to the Guest Service window to politely complain about half of the rides being closed down for no reason at all and the ones that were open had hour long waits because they wanted to only run one train. Instead of a sincere apology and a refund, I got a sarcastic, "Okay, Bie bie now...NEXT!". I left and never went back. The park closed a year or so later.

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FLYINGSCOOTER said:
Customer service has gotten bad in the last few years, which is pretty sad considering we're a service sector economy anymore.

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And that's exactly the problem - the abundance of service related jobs and the lack of people qualified to do them.

I caught some crap for mentioning this before, but with other kinds of jobs disappearing there's people who used to do those non-service related jobs now forced into service related positions.

Quite frankly, not everyone is cut out for customer service. In fact, some people should stay far, far away from those jobs. The problem is that it's getting harder and harder for those people to stay away.

I still think adequate-to-good customer service is trainable/staffable (I always add the staffable remark in there because I do agree that "some" people are just not cut out for customer service positions). The problem most likely lies in the fact that the management is either not qualified for their own jobs or they are not given the necessary funds to achieve a decent level of customer service.

It goes back to the old saying: "Quality is like buying oats...If you want nice clean oats, you must pay a fair price; however if you can be satisfied with oats that have already been through the horse...that comes a little cheaper."

We have become caught in a vicious circle where people are overly price conscious and have let customer service slide in return for low prices. People look for price instead of value (I can afford that new car at $200/mo--who cares if I pay twice what it's worth before I'm done.) Now we have a whole generation that barely knows what customer service is. Couple that with the fact that they are too "me" centered to be willing to provide it, and too cheap to pay for it, and you have problems.

However, there are still examples out there (Disney, Dollywood, etc) that demonstrate that it is possible to achieve good levels of service so I haven't given up all hope yet. *** Edited 7/2/2008 1:00:51 PM UTC by Alan T.***

I won't tolerate crappy service to get lower prices. I refuse to shop at Wal-Mart for that very reason. Prices are probably a few cents cheaper at Wal-Mart than at Target but Target provides better service...ate least in my area.

Dollywood is a unique entity. I think the location drives the good customer service there more than anything else. I have found the people of Pigeon Forge and Gatlinburg to be friendly in just about all of the establishments. That is southern hospitality. Sure, I think Dolly and her management team have to reinforce it but it just comes natural to those folks.

Wahoo, that's the funny thing. Most people would agree with you and Walmart and their service. Oddly, I've had nothing but good service there. Kmart, Target, and the rest on the other hand, forget them.
I will say this for TArget, it is very clean.

As LG said: not everyone is cut out for customer service. I worked for an alarm company monitoring medical, burglary, business and nuclear power station alarms. Most of the people there had terrible phone/voice system skills. They used slang when dispatching rescue and would argue with PD,Fire/rescue personnel, wasting time. that place got what it paid for though, starting people at 5.00 an hour. This was 8 years ago.

I've been doing customer service via phones over 13 yrs now and make good money. I can say I've seen many come and go. First rule of phones: You do not call stupid ignorant people "stupid ignorant people." You help them, period. That and accurate info to your service is essential. Waive a fee without their asking, give them a break when you can.

I've worked restaurants, warehouses and machine shops as a truck driver, machinist. *** Edited 7/2/2008 12:56:13 PM UTC by FLYINGSCOOTER***

Last night, I had a GREAT example of CS. I went down to my local Advance Auto Parts to get a new exhaust for my Dad's truck. I happend to call ahead, just to see if they had one in stock. Well, I walked in the door and told them that I had called, the nice guy at the counter (Red) told me he already pulled all the parts I needed, plus a few more clamps!

I was pleasnly shocked. I then started looking at other stuff I needed. Fugured I needed a manual for my Ranger. Didn't have it on the shelf. Asked Red. With a two minute call, without hesitation, he replied "It'll be here in the morning." This was 8 at night.

It's nice to see there are STILL those out there who'll go the extra mile.

This feels like Lake Woebegone. Everyone on the buzz can provide above average customer service!

Has anyone on here ever provided less than adequate customer service?

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Alan T. said:
We have become caught in a vicious circle where people are overly price conscious and have let customer service slide in return for low prices. People look for price instead of value...

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While I totally disagree with your take on training/staffing, I totally agree with the above quote. I think I brought this up not long ago - I call it the Wal-Marting of America. (See, I turned Wal-Mart into a verb...how clever! ;) )

Price is the only thing that seems to matter anymore. As long as the price is the lowest around, all other things can be overlooked. And in order to offer the lowest price, other things have to give (quality of product, customer service, environment, etc).

Being overly proud of something as simple as turning a noun into a verb---further evidence of the downfall of America ;)

Our only difference is that I still maintain hope that if/when we ever start demanding good service again, that someone will be able to remember what it was and teach others how to deliver it.

Hey, I never said I wasn't part of the problem! ;)

The only problem with that argument is the assumption that paying top dollar for a product or service guarantees better service. It isn't necessarily the case. Upscale stores, luxury car dealers, home builders and contractors. Many of them will take more of your money than the cheaper places, but not provide much service or a noticeably better product in return. So many people figure why pay a premium price for economy service.

WalMart may get a pass on CS because they never claimed to show you a good time...only to be the lowest-price vendor of goods. Parks are a completely different animal. If the only things that was important was price, you'd go to the city park and ride the swingset.

I never *ever* give parks a pass on customer service. Not the "favored" parks, or anyone else. They are supposed to be in business for the purpose of showing you a good time. Substandard customer service is never acceptable in a park setting. Shouldn't be acceptable anywhere.

P.S. "Charmland is too expensive"!

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RatherGoodBear said:
The only problem with that argument is the assumption that paying top dollar for a product or service guarantees better service.

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I don't think anybody is assuming that. The claim is that when price is the main consideration, businesses have no incentive to offer anything but the lowest price. It seems this is achieved at the expense of other things.

Paying more doesn't guarantee a thing, but it can result in a better experience on a number of levels. Paying less usually results in a lower price and not much else - I think for some things that's fine and dandy, for others not so much.

^ And that has only happened because enough people have said they care only about or predominantly about the low price. People like to get down on Wal-mart, but it was only 25-30 years ago that it was a regional business doing a fraction of the business that the retail giants were doing. If people didn't buy into their concept, anyone outside of Arkansas would have never heard of them.

What I think is the funny thing is how many people believe Wal-mart should be paying their workers $15-20 an hour, with benefits on par with what government workers get. PLUS they should still be selling crap for dirt cheap.

I agree with gator on this one. Anyone in the hospitality business-- and parks fall into that category-- should be expected to provide more than an occasional smidgen of "customer service." Of course parks are about the rides as well. But what good is the record breaking coaster surrounded by trash and manned by a crew that couldn't care if they only sent out 10 trains an hour?

It's like hotels are all about location. But it doesn't mean I should have to put up with a dirty room, a screwed up reservation, and a desk clerk who chat on his cell phone instead of waiting on me just to get that great location.

But what good is the record breaking coaster surrounded by trash and manned by a crew that couldn't care if they only sent out 10 trains an hour?

Sounds like Gonch's kind of park! ;)