We just got back from two wonderful weeks in the Orlando area.
Our kids four and seven loved Universal/IOA.
We have a great customer service story.
On 8/28, we were on MIB at 930. When we were in line after the elevator thing, you know the line forms to a single line by the coffee break room. There was this rude guy that was trying to butt in front of us. We have two kids we were holding thier hands so they didn't lose us in the que. ( you know how kids like to run ahead) This guy lost his party (he was one of three) ,and to catch up with them, he shoved my daughter (she's a little four year old) so he could catch up with them.
You don't shove a four year old to get ahead in line! Just because she is little, doesn't give you a license to push her around.
He did get ahead of us, and my DH and I were steamed about it. He was in the loading car before ours, and my DH talked to him sternly about not touching or shoving other peoples kids around, especially when he was a) an adult and b) it wasn't that busy to begin with.
The ride operator Connie saw my DH talking to this guy and asked what happened. We told them, and and they immediately took us into the back area by the loading area. We talked to the lead operator, which then got a manager, Robert Spahn. (He was an assistant manager for shows and operations--thats what his business card says) They were very very apologetic, and really wanted us to feel happy. About four people came over and apologized for this guys behavoir (he never did!)
Well, Robert said we want to make the rest of your day feel good so this is what I am going to do. He asked if we were staying onsite, and we said no... He then wrote a little pass up to give us express passes for our whole party the rest of the day. He then told a lead operator, Vickie, to have the kids pick out two aliens from the gift shop as a comp. Vickie walked us down and had the kids pick up stuff.
The express was great, I can see how it is a nice onsite perk. Some people saw the name on the card, and gave us backstage access, that happened on ET. We went back to MIB later on in the day, and the whole shift of people were very nice, and asking how we were doing, and if we were enjoying ourselves
We wrote a comment card that afternoon on how awesome the whole opening shift was about this. They didn't have to do any of that, we weren't expecting anything.
Then the next day, we went to MIB again. They told us that the comment were recieved and thanks. Because Vickie was so good to us, we got her a little treat at the candy shop, as a small token to say thank you. She saw us, she was a loader that time. When we all got off the ride, she was waiting for us. She said come meet my boss, and we did meet her, her name was Tamie. We told her how awesome Vickie and Connie were to my kids. She was very glad.
Tamie then said to Vickie that she could do a ride on with us.. (remember she is on the clock!) She rode in the front with my son, and it was great.
We got the suit!
Anyway, after we got done the ride, she said the ride photo would be comped for us. And it was...
This was incredible service.
Our kids four and seven loved Universal/IOA.
We have a great customer service story.
On 8/28, we were on MIB at 930. When we were in line after the elevator thing, you know the line forms to a single line by the coffee break room. There was this rude guy that was trying to butt in front of us. We have two kids we were holding thier hands so they didn't lose us in the que. ( you know how kids like to run ahead) This guy lost his party (he was one of three) ,and to catch up with them, he shoved my daughter (she's a little four year old) so he could catch up with them.
You don't shove a four year old to get ahead in line! Just because she is little, doesn't give you a license to push her around.
He did get ahead of us, and my DH and I were steamed about it. He was in the loading car before ours, and my DH talked to him sternly about not touching or shoving other peoples kids around, especially when he was a) an adult and b) it wasn't that busy to begin with.
The ride operator Connie saw my DH talking to this guy and asked what happened. We told them, and and they immediately took us into the back area by the loading area. We talked to the lead operator, which then got a manager, Robert Spahn. (He was an assistant manager for shows and operations--thats what his business card says) They were very very apologetic, and really wanted us to feel happy. About four people came over and apologized for this guys behavoir (he never did!)
Well, Robert said we want to make the rest of your day feel good so this is what I am going to do. He asked if we were staying onsite, and we said no... He then wrote a little pass up to give us express passes for our whole party the rest of the day. He then told a lead operator, Vickie, to have the kids pick out two aliens from the gift shop as a comp. Vickie walked us down and had the kids pick up stuff.
The express was great, I can see how it is a nice onsite perk. Some people saw the name on the card, and gave us backstage access, that happened on ET. We went back to MIB later on in the day, and the whole shift of people were very nice, and asking how we were doing, and if we were enjoying ourselves
We wrote a comment card that afternoon on how awesome the whole opening shift was about this. They didn't have to do any of that, we weren't expecting anything.
Then the next day, we went to MIB again. They told us that the comment were recieved and thanks. Because Vickie was so good to us, we got her a little treat at the candy shop, as a small token to say thank you. She saw us, she was a loader that time. When we all got off the ride, she was waiting for us. She said come meet my boss, and we did meet her, her name was Tamie. We told her how awesome Vickie and Connie were to my kids. She was very glad.
Tamie then said to Vickie that she could do a ride on with us.. (remember she is on the clock!) She rode in the front with my son, and it was great.
We got the suit!
Anyway, after we got done the ride, she said the ride photo would be comped for us. And it was...
This was incredible service.
