Score: 3 Comment: This could have been a great call. His information was good (and selling Crocs in the gift shop is savvy), but his attitude was so uninviting. I either interrupted his nap or he just wasn’t into my questions. Either way, it was clear he did not want to be on the phone with me. PARK #3, WI First Contact: Female. API: Stated question. Staff: ( very loud ) Yes, you can. But if they are a little bit loose, they might have to rubber band them on. We don’t want you to go buy new shoes, so they will make it work. API: Oh, great. We were a little worried that the backstrap wasn’t going to be tight enough, so we weren’t quite sure. Staff: Yes, we will make sure that they stay on for you ( cheerful ). API: That’s a relief. Thank you. And is there anything else we should know or bring with us? Staff: Just wear comfortable clothing and if any- one has long hair—which we do have hair ties here—you will want a low ponytail and either a bun or braided, so it doesn’t get caught in any ropes. But other than that, nope. Just be ready to have a great time ( excited ). API: Sounds great. Thank you for the help. Staff: No problem. See you soon! Goodbye. API: Goodbye. Score: 8 Comment: While she could have turned down the volume a bit, her enthusiasm was very welcome. Securing my shoes with rubber bands doesn’t sound super comfortable, but it’s the attitude not the answer that matters most to the Spy. PARK #4, PA First Contact: Female. API: Stated question. Staff: Unfortunately, we do not allow Crocs. API: OK, even if they have the back strap? Staff: Yes, as they could fall off during the activities. API: But they are, like, really nice Crocs. I don’t think they would fall off. Staff: ( firm, but not unfriendly ) Yeah, I’m sorry it’s just our policy. API: No problem, I get it. Staff: Alright, have a good day. Goodbye. API: Thanks, goodbye.
Staff: Other than that, I would say it’s kind of up to you guys. If you guys feel like you are going to get hungry, I would bring some snacks or food with you. API: Sounds great. Thank you for your help! Staff: Of course. I hope you have a good rest of your day. API: You, too. Goodbye. Score: 10 Comment: This staffer balanced policy and personal advice really well. I felt like she genuinely had my best inter- ests in mind, and not like she was just trying to get me to spend $25 on shoes at the park. Her positive vibes and sincerity made this call a winner. Identity Revealed: Quarry Park Adventures Debrief: In the three high-scoring calls, the rep- resentatives all had positive attitudes and anticipated the Spy’s questions and needs, providing helpful information and advice—often without prompting and always with (seemingly) genuine interest. If there is one lesson to take away from Park Spy, it is that curiosity and kindness go a long way toward creating positive customer interactions. On the flip side, apathy kills costumer interactions. Shouting at callers is ob- viously poor service, but disinterest or a lack of engagement can also turn off prospective customers. When a customer calls with a ques- tion, your goal should not simply be to answer that question—do that, but also ask yourself, “how can I help this customer feel excited about their trip to my operation?” A customer who calls you is expressing interest. It’s your business to lose at that point.
Score: 4 Comment: This was a classic missed opportunity. It’s fine to say no—and she was polite even when I pushed back—but I wish she had followed up with me about what to expect or what to bring, what shoes are allowed, etc. PARK #5, CO First Contact: Male. API: Stated ques... ( interrupted ) Staff: Wait, wait, wait, wait, wait ( shouting )! The zip line was torn down ( upset ). API: Oh, OK. It still says it’s open on the website. Staff: Yeah, ( annoyed ) the people who owned it haven’t taken it off the website. API: Um, OK, thanks. Staff: Bye. Score: 0 Comment: That might go down as the worst call in Spy history. It was rude to interrupt my question, especially by shouting. Customer service 101: DON’T YELL AT THE CUSTOMER! Even though they offer other activities (than the now defunct zip line), as a potential customer, I won’t be going there. PARK #6, CA First Contact: Female. API: Stated question. Staff: ( sincere ) I wouldn’t suggest them due to the fact that they are pretty loose when you are wearing them. But if they do have a back strap on them, we will accept them. API: OK. We were a little worried because the strap on my pair of Crocs isn’t super tight. We didn’t know what would happen if they fell off. Staff: Yeah, I would say if they are super loose on you, I highly wouldn’t suggest it. We sell shoes for $25 at the park and you can keep them afterwards. Because if they are super loose, then there is a possibility that they can fall off your feet as you’re zip lining. API: OK, that makes sense. Thanks for explain- ing that. Is there anything else we should know before coming? Staff: Yes ( enthusiastic )! I highly suggest that you make sure you are wearing comfortable, athlet- ic-type clothes. I’d say to avoid super short shorts, as they get a little uncomfortable. Especially when we put the harness on, occasionally they can pull up the shorts when you are walking around in the park. API: Ah, good point.
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