Linda Abraham-Silver believes it’s
important to keep her employees’ customer service skills sharp.
That’s why some of the visitors at the
Great Lakes Science Center each week
aren’t really visitors at all. Instead, they’re
secret shoppers.
“We continually test our team by creating
scenarios to make sure our customers are
happy,” says Silver, president and executive director.
The service provides
feedback on every component of operations.
Information is then used
to refine and adjust the
services and experiences GLSC offers.
GLSC’s lifeblood depends on its customers’
perceptions of the experiences they have
— and their willingness to return.
Members are recognized as VIPs, giving
them discounts and allowing them to walk
up a “members only” red carpet at the box
office.
A meeting each morning includes representatives of every department who analyze
the day’s calendar. The meeting allows
intradepartmental coordination of resources and ensures that every guest at
GLSC has a memorable experience.
Further, Silver believes in being proactive
— provide customer service beyond expectations. Last year, G.R.E.A.T. (Guest
Relations, Experience and Access Team)
was created with the goal of providing —
beyond expectations of guests — an exceptional and effective total guest experience .
G.R.E.A.T. meets as needed and has provided recommendations such as new staff
uniforms that better identify GLSC staff to
guests and the need for better signage and
family restrooms.
And on those days when Silver’s team has
not lived up to its own high standards, it’s not
uncommon for GLSC to issue complimentary return tickets to guests who have had less
than exemplary experiences and urge them
to give GLSC another chance so the team can
make it right.
HOW TO REACH: Great Lakes Science Center, (216) 694-2000 or www.GreatScience.com