Page 44 - 2017 DEC 16 - LIONS VS BEARS - SHOP 4_Neat

Guest Services

Supervisor
Question
1 Section/Location: Gate B Staff Name: Patricia Time: 4:04PM
Ms. Shopper approached the Guest Service desk. Patricia was actively assisting fans. One fan was looking for the best way to get to his section. Patricia was able to
show him on a stadium map where they were located and which way would be the best.
2 Section/Location: Gate B Staff Name: Patricia Time: 4:06PM
In the same encounter, a fan approached the desk, a male in his late 20's early 30's stating, "this is my first time to a Lions Game." Patricia was friendly and gave him
some information regarding the stadium.
3 Section/Location: Gate B Staff Name: Patricia Time: 4:06PM
Ms. Shopper noticed the Guest Service Desk's have changed their look. The red, even though it is the color of Ace Hardware, it is not the color of Ford Field. To Ms.
Shopper does not have a professional look of Ford Field. It seems everything in the stadium is being sponsored by a company which is taking away from Ford Field.

4 Section/Location: Gate E Staff Name: Merchan Time: 5:16PM
As Ms. Shopper approached the Guest Service desk, Merchan outwardly asked how she could assist. When Ms. Shopper asked if there was going to be the kids
Touchdown Run, she looked in her information and confirmed that the event would occur after the game. She informed Ms. Shopper of the details, as to when to
line up and where the line would be forming. She was very helpful with Ms. Shopper's request.

5 Section/Location: Guest Service Desks Time: 7:30PM
As the Guest Service Desks are now labeled as "Helpful Hub", the interactive map and the roster card do not have anything in them that refers to this new term. The
Guest Service name above the display cannot been seen. Ms. Shopper felt this change was not for the better.

Woodward Avenue Travel (for client use only) Page 44 2017 DEC 16 - LIONS VS BEARS - SHOP 4 - Guest Services