Incredible Customer Service

During the summer, the amusement park where I am employed, has presented Friday night concerts, featuring rock and roll artists. Among those artists we booked, the 60´s singing group of Jan and Dean (Jan Berry and Dean Torrence) performed at our facility in 1991, 1993, 1998, and 2001. When the Marketing Department began the concert series in 1988, the Promotions Director knew very little about rock and roll artists. The PR Director had asked a fellow manager, my young son, Tod, and me for suggestions on which bands to book. At that time, Tod was eleven and into 50's and 60's Rock and Roll. We would suggest possible artists and many times our suggestions would be used. Tod became the mascot of the band series. Tod would attend as many concerts as possible. My wife would bring Tod on Friday nights to see the bands. Often the PR Director would allow Tod to go backstage to visit with the artists, before or between shows, long before we were forced to limit the visitors with back stage passes.

In 1991, when Jan and Dean came to perform, the PR Director arranged for Tod to meet Jan and Dean, backstage between shows. Tod had prepared a hand-made autograph book for the artists to sign, and Jan and Dean were some of the many artists who signed Tod´s book. This event took place between the 6:30 p.m. and the 8:30 p.m. shows. This particular night, Jan was outside with his fans and Dean was backstage. When Dean first sat down with Tod and saw his autograph book, Dean proceeded to tell Tod stories about when he was in the Army. Dean explained that he was ill one time, and his mother sent him some medicine. Dean had to go to sign for the package using a military receipt form, and the line on the form for a signature was very, very small. Dean told Tod how he likes to write big and did not like signing his name so small. The interaction with Dean and Tod took 15 to 20 minutes, at Dean's insistence. Everyone was reminding Dean that the second set needed to start. Dean let everyone know that he was spending time with Tod and the set could wait a few more minutes. Jan and Dean were late for their second performance, but all ended well with Tod and Dean. After the show, someone hunted down Jan and connected Tod and Jan, so Jan could also sign Tod´s book, and a record album.

Now we flash forward to the 1993 concert. Jan and Dean are performing again. Tod could not come to the concert, as my wife was sick and could not drive him to the park. I was still at work and there was not enough time for me to drive home to pick up Tod and bring him back for the show (plus I wanted get home and check on my wife). Dean was sitting in our Administration Reception lobby, waiting to go out to the stage for the first show. I walked through the lobby, headed to my office, and getting ready to go home. I have tried to not "bug" the performers, aside from those times when we would take Tod backstage. I would smile and say hello, but not stop to chat. They have a job to do; I have a job to do. So, I was walking through the lobby. I saw Dean sitting there, but he was talking to some folks, so I continue to walk by. Halfway through the lobby, I heard a voice say, "Hey, aren't you Tod's dad?" I stopped and turned around. It was Dean looking at me. I answered him and said I was Tod´s dad. Dean asked, "Where's Tod, is he coming to the concert tonight?" I was a little taken aback. During their careers, Jan and Dean must have met thousands of fans; signing tons of autographs every year. In this situation, Dean met a child some two years earlier and still remembered the boy? I explained the whole deal: I live in another town, my wife usually brings Tod, but she is sick, etc. Dean proceeds to apologize to me that Tod cannot make it and he will not be able to see Tod. He gets one of the group members to get him a Concert Poster and he signs it for Tod and gives it to me to give to Tod, wishing Tod well. It was a once in a lifetime moment.

To this day, as a training manager, when I present my training classes to new supervisors, we always discuss good customer service. Such service could include artists taking care of their fans, or amusement park employees taking care of customers. I use always use Dean´s example of "over the top customer service" for an eleven year old boy, from a man with an unbelievable memory.

Sadly, Jan Berry passed away in 2004, but Dean and his band still perform.