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servicescouts

Scout of the Month: Anthony Spada

By | Scout of the Month

Anthony Spada has been a scout with Service Scouts since 2016 as has performed seventy (70) shops with us. He primarily completes game and event shops, but also participates in retail and entertainment shops as well. He has earned an average rating of 9.26, scoring in the top 10% of our 15,000+ shopper database. Anthony is always willing to help us out with last-minute shops or fill in when other shoppers cancel. His reports are turned in on time, rarely (if ever) need to be sent back for edits, and include complete and detailed information. He always includes relevant pictures and he has a good eye for detail. Because of this, he has earned the status of “Preferred Shopper” in his area, and has recently completed some elite shops for us with prospective clients. We know that if Anthony is scheduled for a shop, we will be getting quality work that’s ready for the client within their deadline. He is a great asset to our scout pool!

Scout of the Month: Lakeisha D.

By | Scout of the Month

Lakeisha Dulin has been a scout with Service Scouts since 2015 and has performed fifty (50) shops with us. She is well versed in game and event evaluations as well as phone, email, and website evaluations. Her reports are high quality, on time, and written professionally. She regularly helps us with last-minute shops, which is a huge help! Because of the quality and consistency of her work, she has earned a position as one of our schedulers. While scheduling, Lakeisha regularly takes on the most challenging areas to schedule and excels in this task. She is a rock star and we love working with her!

Sherry, Usher, Bradley Center

By | Kudos of the Month

“When we walked down, I was holding my son’s arm to help him. Sherry, another usher, asked me, “Can I help you?” She offered to carry things for me, go to the concessions for me, or help me in any way. When we got to our seats, she told us to enjoy the game. Her offers were truly memorable.

Sherry was wonderfully polite and offered to assist my son and I down the stairs, carry items for us and/or even get a concession item. My son uses a back brace and has difficulty walking, so, when she saw me holding his arm, she immediately stepped in and offered to help. This was very memorable in my mind. She was very polite and courteous.”

Scout of the Month: Ronda A.

By | Scout of the Month

Ronda Ajlouni has been with Service Scouts for over 4 years and has done over 175 reports during that time in the San Francisco Bay area. She has attended San Francisco Giants, San Jose Giants, Golden State Warriors, San Jose Sharks, Oakland Raiders, San Francisco 49ers and Stanford games representing Service Scouts. She stated it so well herself why she would be a good representative for Service Scouts when she first applied to be a scout: “I like trying new things! I have always wanted to be a mystery shopper and feel that it is a great fit for me. I have been in the service industry for 20 years, and realize the importance of getting accurate, detailed information on how your team members are interacting with customers. This information will benefit the business to improve service and/or reward those who provide superior service.” She shows a complete understanding of why we do what we do and provides consistent quality reports.

Scout of the Month: Trudy O.

By | Scout of the Month

Trudy O. is a Service Scout who has earned a 8.91 rating and has completed 14 shops since 2012.

Trudy went above and beyond for Service Scouts in the month of November. She completed six shops, all of which were picked up last minute. She adjusted her schedule each time in order to help us out. She completes all of her shops on time and with all the required information.

Thanks so much Trudy!

Laurie Belleville
Quality Assurance Coordinator
Service Scouts, Inc.

Michael, AAA Lot Attendant, Parking Lot N, Atlanta Falcons, Georgia Dome

By | Kudos of the Month

Kudos Alert!

A guest noted that Michael was observant in noticing a non-compliant bag and advised of options either to leave the bag locked in the car or to check it near the gate.

Here are the comments provided by the guest:
As I pulled away from the parking cashier, the parking attendant smiled and made eye contact.  He gestured me to an available parking space.  Once I exited my car, he greeted me saying, “Hi, are you doing okay today?”  I replied, “Good afternoon, yes.”  Michael saw my purse and said, “You may want to lock your purse in the car or check it at the bag check, since you will not be able to take it into the stadium.” I replied, “Where is the bag check?”  He gestured to the location as he explained it was a table outside near the box office.  He told me, “I think they charge ten dollars for bag check.  Don’t forget to lock your car.  Can I help you with anything else?”  I told him, “No, thanks.”  Michael said, “Enjoy the game today; it should be a good one.”

Michael was knowledgeable about the NFL bag policy.  He was observant and noticed I was walking with a non-compliant bag as I was leaving my car.  He made sure I was aware of the bag policy to avoid me being surprised at the gate.  He explained my options of leaving my bag in the car or using the bag check service.

Epiphany, Dallas Cowboys Security Employee

By | Kudos of the Month

Client’s Performance of the month

Epiphany, a Dallas Cowboys Security Employee

On September 27, 2009, Epiphany, a Dallas Cowboys Security Employee, received a 100% Shop.

“Epiphany approached me with sincere eye contact, politely smiled and greeted. I asked her about how much tickets were for the next game. She said she didn’t know but said that Guest Services would be able to help me and instead of directing me where to go, she walked me to Guest Services. As we were walking through a crowd, Epiphany put her arm out motioning for me to go first. She went out of her way to be very friendly and initiated pleasant conversation with me along the way. She then told the Guest Services employee what I was inquiring about. She waited until I was satisfied and then Epiphany thanked me, provided a fond farewell and asked if i needed anything else she would be glad to help me.. I was so impressed by her! Epiphany exceeded my expectations!”

– Sue B., Service Scout

Scout of the Month: Lauren C.B.

By | Scout of the Month

Lauren C.B., a Service Scout who has a 9.15 rating has completed thirty (30) shops for us since July 2015.  She has completed several game and event experiences, as well as detailed phone, email and web assessments. Lauren has attained her high shopper rating because her reports are on time, complete, show consistency, and are written in a professional matter.

Lauren’s high level of reliability and quality of her reports have earned her a position as a Quality Assurance Coordinator Service Scouts.

I wanted to compliment Lauren on her thoroughness in completing shops for SS&E.  A recent shop in early December was a good example and quite unique.  We got a call that a guest and her young son was stuck in a stairwell, which happens more than it should as we continue to work through signage opportunities after the renovations that were completed this off season.  Wayne, one of our most seasoned veterans on the event staffing side went to assist.  Turns out that the guest was actually a shopper!!  She took a great picture of him, as it appears that he is assisting her and sending her on her way.  The picture taken by Lauren was actually a good example of the bulk of the work that she completes in her shops, thorough, accurate, and timely.

Shannon Walsh
Experience Innovation Manager
Spurs Sports & Entertainment

The Half-Life of a Complaint

By | Service Inspiration

Complaints received by your business are like icebergs. The topside might seem small but you need to keep in mind the girth of the unseen portion or it will sink your ship.

“For every 4% of unhappy customers who submit a complaint, 96% simply go away angry.

For each customer complaint received, there are an average of 26 more people with problems; 6 of which are severe.

Of those who complain, 56%-70% will do business with the company again, if the complaint is resolved. That goes up to 96% if it is resolved quickly.

The average person who has a complaint tells 9-10 people about it. 13% tell more than 20 people.

Customers whose complaints have been resolved tell 5-6 people.”

-from Fabled Service by Betsy Sanders