Page 39 - 2017 NOV 12 - LIONS VS BROWNS - SHOP 3_Neat

Guest Services

Shopper 1
Question
1 Section/Location: 111 Staff Name: Julie Time: 12:26PM
Ms. Shopper asked Guest Services where Uber drops off and picks up. Julie directed us to Gate A, she then asked if we needed anything else, and told us to enjoy
the game. She was very friendly and I could sense she wanted to assist us.
2 Section/Location: 111 Staff Name: Carolyn Time: 12:26PM
Ms. Shopper asked Carolyn for a schedule and she gave her one and additional information about the stadium. Carolyn was very professional and kind.

3 Section/Location: 111 Staff Name: Carolyn Time: 12:27PM
Ms. Shopper overheard another guest ask Carolyn where he could obtain the Lions oven mitts that were that day's giveaway. She gave him 2, one for him and one
for the little boy that was with him.
4 Section/Location: 111 Staff Name: Monique Time: 4:16PM
Ms. Shopper asked Monique how to get to the closest casino and Monique gave very clear directions to Greektown.
5 Section/Location: Gate A Staff Name: Patricia Time: 4:29PM
Ms. Shopper stood near the counter and pretended to look lost. Patricia asked if she could help. I told her I was looking for the nearest restroom and she pointed
me in the right direction. I appreciated that she was proactive in this encounter.
Shopper 2
1 Section/Location: Staff Name: Robin Time: 12:37PM
Asked Robin where our seats were and if we could switch them because my husband rolled his ankle. She explained to us where our seats were and where the
elevator was to get to the seats, so he wouldn’t have to walk up all of the stairs. She was very polite, but declined our request for closer seats.

2 Section/Location: 133 Staff Name: Joanne Time: 3:03PM
Ms. Shopper asked Joanne where the First Aid was and she got up from her seat to show us how close it was. She was polite and friendly.

3 Section/Location: 111 Time: during the day
The times that we went to the Guest Service desk, Ms. Shopper did not hear, "welcome to Ford Field or enjoy the game" during her interactions.
4 Section/Location: 111 Time: during the day
Anytime Mr. or Ms. Shopper asked for directions or things to see, the Guest Service staff always had quick answers.

Woodward Avenue Travel (for client use only) Page 39 2017 NOV 12 - LIONS VS BROWNS - SHOP 3 - Guest Services