Page 41 - 2017 NOV 12 - LIONS VS BROWNS - SHOP 3_Neat

Guest Services

Supervisor
Question
1 Section/Location: 335 Staff Name: Karmen Time: 12:33PM
As Ms. Shopper approached the Guest Service counter where there were two families getting certificates for their children. It appeared to be the 1st Game
Certificates. They were presented in a nice folder along with some wipes(?), Ms. Shopper could not really tell. Since the kids were young, the parents seemed more
excited than the kids.
2 Section/Location: 335 - Designated Driver program Staff Name: Karmen Time: 12:33PM
Ms. Shopper approached the Guest Service counter inquiring about the designated driver program that she heard about. She stated she would be the designated
driver for the family and that her husband was off drinking beer. Karmen had me complete a form. She then gave me a wristband and a coupon for a
complimentary soft drink. Karmen noticed my stamp and wristband (Pride Plaza stamp, Ford games) as she added another wristband to be the designated driver.
We both laughed.
3 Section/Location: 112 Staff Name: Carolyn (?) Time: 2:21PM
Ms. Shopper approached the Guest Service counter to inquire about the Kids touchdown run. As Ms. Shopper was about to ask she began to hear the announcer
talking about the event. When the announcer completed his announcement, Ms. Shopper indicated she did not hear everything and asked the Guest Service agent
about the program. Carolyn (Caucasian woman, with brown shoulder length hair) just handed Ms. Shopper a 1/2 sheet of paper. She did not say anything. Ms.
Shopper began to read the paper out loud, hoping the agent would engage in conversation, but she did not. Ms. Shopper read more, as to when to line up and
where. Still no interaction. Ms. Shopper was not encouraged to participate in this event.

RECOMMENDATIONS
1) The Guest Service team seems to be well informed for all the various types of questions they are asked. I was impressed.

2) I am sure it is at times difficult to be energetic and enthusiast with every fan encounter, but it could create a long lasting impression on a fan by the
way a question is responded to.

Woodward Avenue Travel (for client use only) Page 41 2017 NOV 12 - LIONS VS BROWNS - SHOP 3 - Guest Services