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June 21, 2002 Mr. Jim Smith Dear Jim, This is a letter of appreciation for the work you and your employees have done and continue to perform on behalf of the San Francisco Giants, and Pacific Bell Park. Entertainment industry professionals from across the country know the excellent guest service reputation we have developed in our first three 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. We have corroborative evidence that the scout score trend reflects accurately our service reality. We have conducted an extensive J.D. Powers survey of our guests' ballpark experience, and the scores given to our guest service presentation by thousands of our guests are strong, and trending upwards as well. We continue to enjoy the highest percentage of capacity ticket sales and attendance (98%), the largest number of full season ticket-holders (26,900), and the highest percentage of full season ticket renewals (91%) in Major League Baseball. Sincerely, |
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| 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 |
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