Sue Harmon has been a scout with Service Scouts since 2015, and has performed both baseball and basketball shops in her area. She is willing to help us out when other shoppers cancel or if we have a last-minute shop. This year, she has become a rock star backup shopper within her area and has let us know that she’s always willing to assist with last-minute shops when we need help. We know that she will turn in a complete and timely report, with only few edits needed. She is a great asset to Service Scouts and we enjoy working with her!
I walked into the arena and Moses asked if he could help me find my seat. I gave him my ticket and he pointed out that my section was over by the next entrance, but that I could walk through the arena to get to it. He told me to enjoy the game. I walked to the section I thought he pointed to and found my seat. When he saw that I went over too far, he came over and politely said he told me the wrong section and apologized for his mistake. I think it was my mistake, and he was just being professional about it. Moses told me that I could finish eating my food and then move, but I said I would move before eating. He walked me over to the right section, got me settled with my food, and told me to have a great time. He was very professional and kind.
Moses took the time to come over and politely point out that I sat in the wrong section, then walked me over to where he originally told me to sit, and to the row my seat was on. Even though sitting in the wrong section was all my fault, he took the blame so that I wouldn’t be embarrassed. I really appreciated all his help.
Ed welcomed us promptly at 4:30 for the tour. He made sure everyone had used the restroom and then asked us to follow him up the escalator. We went all the way to the top level of the stadium (the 300 level). He pointed out the halo board, the solar panels on the parking deck outside the large window on the city. He told us about the field’s turf, how the roof works and is constructed, and pointed out the various changes to the young stadium. We then continued on the tour. He brought us in to the Coca Cola suite and allowed us to sit in the seats. He talked about the different sizes of the suites. He kept noting the openness of the stadium, the ease of access to drink refills, and the extra ladies’ rooms. We got to the portion of the stadium that is parallel to the field with the lights that light up depending on where the Falcons have the ball. That was particularly interesting, especially when he pointed out the Reds Apple Ale bar in the Red Zone. We took a look at the AT&T perch and saw the great standing room areas there. We went in to Gullwing Club and saw the elevator the Mr. Blank’s suite. We went down to the Mercedes Club, which was awesome. Ed explained how large it was and the amenities available. He also told us the differences between that and the Delta Club where the United enter the game. We went into the AMG Lounge. He pointed out the curtains covering the windows where the patrons can see the Falcons walking to and from the field. Next, he took us to the locker room. We looked around the large locker room and took pictures. We were able to get access to the training rooms. My teenager thought that part was especially cool. Next, we went on the field. Ed pointed out again how soft the turf was, that the paint was water soluble, and that they scrubbed it off each time it needed to be changed. We walked the field and then were allowed to check out any parts. We were allowed to peer into the Delta club from the sideline. We then left the field and went up an escalator that showed the coming national sporting events. Ed concluded the tour in front of the Team Store. He asked if anyone had any other questions. None were asked. He thanked us, told us to have a great day, and told us he looked forward to seeing us at a game in the future.
When some of the guests were interested in the differences between the Falcons procedures and the Atlanta United procedures, he took extra time to explain the differences to them. He engaged all of us in the information, but really tailored the answers to exactly where the guests’ interest was.
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!
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!
“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.”
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.
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!
Quality Assurance Coordinator
Service Scouts, Inc.
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.
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