 |
Client Testimonials We love our Clients and are proud to have 97% retention since Service Scouts was founded in 1996! We have achieved double digit growth annually mainly because of the generosity of our Clients referring us. With over 10,000 Scouts in all 50 States and Quality Assurance Coordinators in every market and region, we are large enough to serve, yet small enough to appreciate you. |
San Francisco Giants: Rick Mears, Vice President, Guest Services >>June 21, 2009 Mr. Jim Smith Dear Jim, This is a letter of appreciation for the work you and your employees have done over the past 9 years and continue to perform on behalf of the San Francisco Giants. Entertainment industry professionals from across the country know the excellent guest service reputation we have developed in our first five years since opening this beautiful baseball park. I give credit to you and your staff for being an invaluable part of our guest services team, and equal partner in developing the reputation we have earned in the industry. I have worked in the entertainment business for 28 years, and I have worked with various vendors and consultants nearly every year. In all of my experience I never had occasion to view any of these folks as coworkers, and equal partners in my work until I began working with you. Your positive enthusiasm, and passion for quality guest service is motivating to all of us. Your desire for continual improvement in the area of quality guest service by the Giants organization matches my own. As you know there was initial resistance on the part of our frontline staff to include a mystery shopping service as part of our operation. Now the number one related comment among these individuals is: “I want to be shopped”. The scout scores for every segment of our guest service presentation have trended upward each year, and this tangible feedback is encouraging as well as revealing. Weaker segments are more carefully trained and given greater attention by managers, and the scores have increased. Weaknesses become strengths. Sincerely, Rick Mears Houston Texans: Bob Mc Nair, Owner >>This Service Scouts program is great! Like our team if we don’t keep score (of our employees), we wouldn’t know if we won or not! Bob Mc Nair, Owner, the Houston Texans ClubCorp: Mark D. Williamson, Vice President of Research >>December 30, 2002 Jim Smith, President Dear Jim: In our world of customer service, we often hear the marketers and researchers talking the language of exceeding expectations, loyalty, retention, etc. It's not often, however, that we come across individuals that not only speak the language, but practice it as well. At ClubCorp, we refer to our employee partners who share that passion as individuals with a "servant's heart". It is with the utmost respect and appreciation that I send this letter to you for the impeccable services provided to ClubCorp in the past couple of years. Through the expertise of your shoppers, ClubCorp has been able to get closer to its Members and Guests and provide experiences that have gone well beyond satisfaction, and have created delighted customers. Jim, if in the future a prospective client would like a referral, let me know. In addition, please share my gratitude with your staff as their enthusiasm truly captures the essence of a servant's heart. Thanks again for your insight and outstanding service. Sincerely, Mark D. Williamson Seattle Mariners/Safeco Field: Scott Jenkins, Vice President, Ballpark Operations >>Thank you for the good news and feedback. This provides us with an invaluable picture of where we stand with the service we provide our guests and where we can focus our efforts to improve. Our staff has been energized and challenged by the process. We look forward to taking our service to the next level. Scott Jenkins Philips Arena: Jason Parker, Vice President, Customer Service and Operations>>November 1, 2009 Mr. Jim Smith Dear Jim, My relationship with your company spans more than a decade, beginning with your first days shopping the San Jose Sharks at San Jose Arena, continuing through my relocation to the Atlanta Braves at Turner Field and the Atlanta Hawks and Thrashers at Philips Arena. At each location there was a stated company goal to provide "best in class" service to our customers. Your company has played a substantial role in the development and implementation of training and recognition programs that have allowed us to drive employee performance toward achieving that goal. The specific feedback on each employee's performance helps their manager coach them to being more successful in future customer interactions, while the summary data allows managers and executives to determine macro-service trends that are successes or need additional training attention. Each year, as we develop the budget, the one item that remains sacrosanct are the dollars allocated for shopping. If we solely relied on customer feedback on performance, be it through comments or surveys, our training and coaching would be reactive, after the failures are visible to guests, rather than active, when we identify those deficiencies through shopping. Thank you for continuing to provide an excellent technical product, and the shoppers and client managers that effectively deliver the results. Sincerely,
Portland Center for the Performing Arts: Joe Durr, Event Services Manager >>We’ve been extremely pleased with your company’s services. The program has been beneficial and well received by staff and management; a very useful tool in our efforts toward ever-stronger customer service. Joe Durr Spokane Public Facilities District: Kevin Twohig, Executive Director >>I have grown to be a big fan of your service. I’ve taken the opportunity to recommend your services to several other facilities. Kevin Twohig San Francisco Giants: Russ Stanley, Managing Vice President, Ticket Services/Client Relations >>I realize we pay you for this but I also feel like you REALLY care about our success and are open to new ideas. Thanks for all of your efforts. Russ Stanley Empire Golf Inc: Rod Metzler, President >>Empire Golf has been a client of Service Scouts since 2006. The Evaluation Report that Service Scouts has customized for Empire Golf is a valuable tool that reflects our companies customer service standards, and allows our management team and staff to assess our products and services in the eyes of our customers. Coupled with a staff rewards program, it has been a positive experience for both management and staff, and has increased our customer service ratings and awareness. Rod Metzler RubySpeaks, Inc: Ruby Newell-Legner, President/CEO >>As soon as I was introduced to Jim Smith and Service Scouts by a fellow client, I knew I had found a kindred spirit. He is on a mission to help organizations improve their level of service and he does it in such a positive way that every business who works with him benefits greatly. Working side by side with Jim and the Orlando Magic we helped them increase their satisfaction scores to over 90%. Jim's thorough shoppers, robust reporting system and his dedication to improvement help every one of his clients improve their customer experience. Because of Jim's measureable and easy to use system, everyone enjoys the journey in the process. Ruby Newell-Legner Impark: John Oglesby, Vice President of Stadiums & Arenas >>We have the opportunity to work with several companies at our multiple sports venues. Service Scouts is our preferred vendor because your staff is always direct, fair, friendly, and report with integrity, You make us that much better at what we do four our teams. John Oglesby |