Before you purchase that new technology be sure you know how it will impact the customer service experience.
Dear Mr. Bozer,On Saturday, August 26 my family and I spent the afternoon and evening at your theme park. We liked the attentive lifeguards. Every one of them, especially in the lagoon and in the wave pool, seemed to be on the ball and not shy about stopping unsafe behavior. For parents who couldn´t always keep our kids in sight, this was reassuring. My family and I especially enjoyed the Hill Country Racer Water Slide.
Your staff was friendly despite being hot and tired at the end of the day. The girl working the ball toss and balloon dart throw was very patient even though she was doing the work of two people.
The park was generally clean as I´ve always expected from my numerous trips to various Six Flags parks. However, in the afternoon the area around the café near the wave pool needed additional attention. Trash was on the ground and tables were left for park visitors to clean off.
We were extremely disappointed in how you manage your lockers in the water park. This was my first visit to that part of the park since Six Flags began managing it. The high tech ATM-like method of obtaining lockers sent my blood pressure through the roof. There was only one employee to explain the process. And he was clearly swamped. We spent more than 30 minutes trekking from one keypad to the next trying to find an available locker. Several of the screens were difficult to read because of the sun´s glare.
I suppose the salesman who sold them to Six Flags said they would save money. Well perhaps. But here´s my expectation as a seasoned visitor to theme parks. I expect to stand in an orderly line waiting my turn to be served or to ride. What I found on Saturday was a mob scene where people wandered from one station to the next hunting for a locker. This process was not orderly; indeed it was confusing and extremely frustrating.
I may or may not buy season tickets next year. As you know, you have plenty of competition. If I don´t, a major reason will be having to fight the battle of the lockers. If I do, I´m almost positive that experience will cost you at least one less visit by my family over the course of the summer.
My advice to anyone considering implementing new technology is to research how that technology will add or detract from the customer service experience.