All Posts By


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

Walton Wisdom