My wife and I married 25 years ago today. On our first anniversary we stayed at the hotel next to Knott’s Berry Farm in Buena Park, CA and spent the following day at the theme park. For our 25th anniversary we thought it might be cool to repeat that day.
The hotel is now owned by Knott’s Berry Farm, and the memories came flooding back because nothing seemed to have changed in the past years. The rooms were still drab and showing wear and tear, and the staff was just as cold and impersonal as before.
We went to dinner at the Mrs. Knott’s Chicken Dinner Restaurant and had a very busy waitress that was trying to be in too many places at the same time. The food was not bad, but not that good either.
Today we went to the park, and it was not crowded at all. Although the rides we looked forward to going on were closed, we did find a few to occupy a few hours. What was obvious was the lack of attention by any staff person under the age of 60. The older generation was thanking us for being their, but the remainder seemed bored to tears.
The exception was a young man named Daniel who worked the Calico Train Ride. He was into his character, smiles for everyone (all 6 of us on this train) and a unique pleasure to be around.
What occurred to us, and what caused our trip to be shorter was that the expectations for customer service are either not trained or not reinforced by management. In my words, they were Knott Into Service. After awhile, we just got tired of being treated without regard and left.
What a shame, with the direct competition of Disneyland down the road that Knott’s Berry Farm is allowing this kind of, or really lack of service to develop and flourish. I completed the evaluation before writing this blog. I wonder if either will be read, and more importantly if anything will change.