TheMan
TS Member
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- NemiLerVion
Absolutely Meat, agree entirely except not knowing precisely where this chain stops. Ultimately Merlin still answer to Blackstone.
Also, whenever I have seen interviews or reports RE Merlin etc, you can bet your life that customer service doesn't appear anywhere near them. Buying, profitability, more stuff, etc usual gumption.
Service - was no where to be found. Personally I think it rather obvious, as a company, in the hopsitality/service/entertainment business, that should be No1.
And also, monetising annoyance as mentioned, is an enemy of innovation! And if you cannot be innovative, and customer focused, in the theme park industry, where the heck else are you supposed to be??
There is, simply, no defending them, nor no excuses (Alton may have genuine reasons, as per mentioned) - but somewhere up that chain, exists a chair, with a person sat in it without a clue about this industry bar how to wring it dry.
Good work that person!
Guys, talking about Hotel Fast Track after the removal of ERT is a part of the general approach to service Merlin wide now.
You can't isolate it. It is part of a wider issue, it is simply another effect manifest of it.
When you stand back, and look company wide, you can see how much of a rip off it is, and how they try and get away with anything now on the cheap and don't give a crap how it affects a customers day.
THORPE is a perfect example. If they take it off Hotel, it will only appear somewhere else. This was a cheap solution, that cost nothing to implement, saved them a fortune on early opening, and crapped all over non-resident paying guests!!
It is an ethos and an attitude towards their customers. Until you tackle the elephant in the room (Merlin's dire attitude towards customers), it will get worse.
Mod Comment: posts merged, please don't double post
Also, whenever I have seen interviews or reports RE Merlin etc, you can bet your life that customer service doesn't appear anywhere near them. Buying, profitability, more stuff, etc usual gumption.
Service - was no where to be found. Personally I think it rather obvious, as a company, in the hopsitality/service/entertainment business, that should be No1.
And also, monetising annoyance as mentioned, is an enemy of innovation! And if you cannot be innovative, and customer focused, in the theme park industry, where the heck else are you supposed to be??
There is, simply, no defending them, nor no excuses (Alton may have genuine reasons, as per mentioned) - but somewhere up that chain, exists a chair, with a person sat in it without a clue about this industry bar how to wring it dry.
Good work that person!
Guys, talking about Hotel Fast Track after the removal of ERT is a part of the general approach to service Merlin wide now.
You can't isolate it. It is part of a wider issue, it is simply another effect manifest of it.
When you stand back, and look company wide, you can see how much of a rip off it is, and how they try and get away with anything now on the cheap and don't give a crap how it affects a customers day.
THORPE is a perfect example. If they take it off Hotel, it will only appear somewhere else. This was a cheap solution, that cost nothing to implement, saved them a fortune on early opening, and crapped all over non-resident paying guests!!
It is an ethos and an attitude towards their customers. Until you tackle the elephant in the room (Merlin's dire attitude towards customers), it will get worse.
Mod Comment: posts merged, please don't double post