My girlfriend and I were at Lincoln Park Zoo Tuesday evening, and had a bit of a confrontation with a security guard on duty. We had spent most of the day at North Avenue Beach, and decided to walk through the Zoo to end our day. Lincoln Park Zoo is free and there are many gates where you can freely walk in. These gates have no signage indicating hours or any Zoo information. Blissfully ignorant, we walked into the park to enjoy the animals on display.
Only about half an hour in, a not-so friendly security guard began yelling at us ‘The park is closed!’ We really didn’t expect the Zoo to be closing when it did, but whatever. We kept walking through to begin finding an exit, and the guard kept yelling. ‘You can’t go that way! What are you doing? The park is closed!’ Not understanding why we couldn’t continue on, we kept walking. ‘Hey! That gate is closed!’ referring to a gate a few hundred feet away that we hadn’t even noticed. During all this yelling, she was following us like we were 5th graders on a field trip. After being thwarted by a locked gate, we really were lost for direction. Luckily, a patrolling police officer came to our aid, as he had witnessed some of our verbal beating.
In 10 seconds of conversation, the police officer was absolutely more helpful (and friendly) than the security guard had been for over a minute. The officer told us where exactly to exit the Zoo, and did not yell for going the ‘wrong way’.
So what does this have to do with business, and more importantly marketing? Well, during the guard’s yelling, my first reactions were actually thinking how uneffective her communication was. She offered no assistance, no insight to a solution, and basically had us going in circles. Sound like anyone’s marketing? Maybe customer service has acted this way before? The point being made here is to focus on your communications; is what you’re saying effective? Does it offer support, guidance and insight to a customer’s solution? If not, you may just be coming across as rude, ignorant or stupid, and your customers will go elsewhere without thinking.
We regret your recent unpleasant experience. We strive to make every effort to ensure our guests enjoy their visit to the zoo and hope you and your girlfriend will visit again soon.
Thanks for the comment. Didn’t have any ill feelings towards the Zoo itself at all- just too bad that she represents your Zoo in that way. Good job keeping an eye on what people are saying online about LP Zoo.