Page 42 - 2017, OCT 8 - LIONS VS PANTHERS - SHOP 2

Guest Services

Shopper 1
Question
1 Section/Location: Guest Services Section 326 Staff Name: Carolyn Time: 11:44AM
Carolyn was very happy and helpful as Ms. Shopper approached the guest services desk. I asked her about the game schedule and she was more than happy to show
me where they were and to see if there was anything else she could help me with.
2 Section/Location: Guest Services Section 133 Staff Name: Monica Time: 11:50AM
Monica was very friendly when Ms. Shopper stopped to see what they had available at the counter. I had overheard her give directions to the guest in front of me,
and when he turned the wrong way, she went out of her way to be sure to point him in the correct direction.
3 Section/Location: Guest Services 112 Staff Name: Linda Time: 12:17PM
Ms. Shopper stopped to ask Linda which casino was the closest to the stadium. She welcomed me to Ford Field and informed me that Greektown was not far, within
walking distance she replied.
4 Section/Location: Guest Services at Gate A Time: 1:57PM
Ms. Shopper observed the Guest Service desk to be very busy at Gate A. The staff members were helping several fans at a time. There desk was full of information.

Shopper 2
1 Section/Location: Guest Services Section 112 Staff Name: Linda Time: 12:09PM
Linda helped Mr. Shopper get signed up for the designated driver program. She was also helpful pointing out on a map where he could redeem his coupon for a free
drink. Overall, Linda was helpful, cheerful, and a good representative for Ford Field. Mr. Shopper felt she went above and beyond.

2 Section/Location: Guest Services Section 227 Staff Name: Reuben Time: 2:19PM
Mrs. Shopper approached the Guest Services desk as two employees were talking to each other. She waited for them to finish and when they kept talking she finally
interrupted when there was a lull in their conversation and asked about the designated driver program. Rueben gave Mrs. Shopper a pen and slid a pad in front of
her and tapped it indicating she should fill out the form and continued his conversation with his coworker. She filled out the form and Rueben put a wristband on
Mrs. Shopper and she thanked him for his help and he told her to enjoy the game. Rueben did not conclude his conversation with his co-worker but kept talking to
her rather than engage Mrs. Shopper. This made her feel that he did not value her as a fan / customer of Ford Field.

Woodward Avenue Travel (for client use only) Page 82 2017, OCT 8 - LIONS VS PANTHERS - SHOP 2 - Guest Services