Anthony smiled at me as I approached. He said, “Hello, how are you today?” I answered and asked him the same, which he responded in turn. He asked what he could get for me. I told him I forgot my glasses and couldn’t see the menu that well. He offered to read what I wanted to see. He pointed out the pastries and sweets that they had left and read me the names. I told him I was hoping for a cupcake and he apologized but told me that they had gelato. I agreed, and he pointed out the flavors to me. I asked for a few samples, as did my guest. We chose the flavors we wanted, and he made the scoops. He handed the cup to my guest and took our gelato over to the register, where he told us he was training another employee, Alicia. She rang up the order and he assisted her with the register. He said, “I need a name for the order,” and I gave it to him. He said, “Eight dollars, please.” I swiped my card and he said, “Can I see the name on your card?” I showed him, but it was a temporary card and didn’t have my name on it. He said, “Okay, it’s okay.” He gave me the receipt and said, “Thank you. Have an awesome day!” When I walked up to the counter, I could not see to read the menu. I told Anthony that I could not see it, and he offered to read to me the whole menu. He read what I was trying to see, along with all the flavor labels, so I could make a decision as to what I wanted, all while wearing a big smile.
As I approached the bar, Steven greeted me, smiled, and asked how he could help me. I asked if he could make me a hot toddy. He mentioned that they do not have any hot water, but he could go get some hot water from the back. I informed him that I had a cough and a sore throat. Steven sincerely responded, “Let me fix you up. I’ll be right back. “
He left the area and returned with three tea bags and a bottle of honey. Steven poured me a separate one-ounce shot of Crown Royal and said, “Try this first it will help.”
Steven prepared a hot water beverage with three tea bags: Throat Coat, Breathe Easy, and green tea, along with honey, lemon, and a shot of Crown Royal. I offered to pay and he responded, “No, it’s on us! I hope you feel better soon!” Steven gave me and additional pair of Throat Coat and Breathe Easy tea bags to take with me for when I got home.
Steven’s genuine desire to help, kindness, and empathy exceeded my expectations. The drink was delicious and made me feel better!
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.
“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.”
Our Service Scout noted an impressive interaction with Denina during the San Jose Sharks v. Montreal Canadiens game on February 29, 2016
Denina exceeded expectations in displaying genuine kindness!
Here are the comments by the Service Scout:
I opened the door and entered First Aid. Denina was seated. She stood up and greeted me kindly with a big bright smile and asked how she could help me. I informed her I had a headache. She asked if my headache was “mild.” I said, “Yes” and asked if she had aspirin. She walked over to a self serve customer medication vending dispenser that for twenty five cents dispenses various types of medication such as Tylenol, Advil, Aspirin, etc. I informed her that I’d have to come back as I didn’t have any change or cash. Denina sincerely responded, “Sir, I don’t want you to have to go to an ATM to get a quarter. I just might have a quarter for you” as she smiled. Denina found a quarter from a roll of quarters at her desk. She then escorted me over to the medication vending dispenser, handed me a quarter and sincerely said, “I hope you feel better soon and enjoy the game.”
Denina was very kind, sweet and genuinely cared about my condition.
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