[formeryogi]

After more years than I can remember, 2015 was the year of my return to Carowinds. I realize some of you on this message board are young and dedicated coaster fans. I applaud your passion and excitement. I was like that too. With the ensuing years, I've grown and learned more about customer service, budget operations, brand management, communications, marketing and the biggest factor of all-- family demands. So my opinions related to my experiences at Carowinds this past season are shaped by my life.

When I was in elementary school, someone gave me a 45-rpm record of the "Carowinds March" and the "Carowinds Song." I played that record over and over and couldn't wait for the park to open. I still remember the visuals of the trolley and the opening narration lines from the "Carolina" movie from that opening season. Years later, in my pre-teens, my family got season passes and I was a regular until I was old enough to work there. I well remember the extensive two day training and the refresher courses we had (and the references to the Disney customer service model). In college, I worked the original "Winterfest" (absolutely beautiful-- but the coldest December in years). After I got a real job, I even returned to Carowinds when the park needed temporary employees because many line workers (and even supervisors) were still in school. Carowinds has a special place in my heart.

I have two kids now and we had avoided Carowinds for a couple of reasons. There was a period when I heard neighbors complain that it had gotten dirty and had become a teenage hangout. They even commented about the chewing gum covered walls and railings. But the main reason we stayed away was because one of my kids is much shorter than normal for his age and that would have prevented him from riding the majority of the rides. Considering the fact that he considers himself just as tough as his older brother, it just wasn't an option for us to go and have him stand there watching me and his older brother ride everything (he considered the kiddie rides beneath him).

Because of my theme park love, they've been to Disney World, Disneyland, Disneyland Paris, Universal Orlando/Hollywood, Legoland California/Florida and Sea World Orlando/San Antonio/San Diego more times than they can count. They have been spoiled.

Last Christmas, with the announcement of Fury, I thought it would be the time for a Carowinds season pass. We don't live too far away, and the plan was to go on weeknights for a few hours at a time. On Christmas morning, my kids showed no emotion when they opened up their season pass gifts. You see, they didn't have much context-- they had heard other kids talk about Carowinds, but really didn't know that much about it. Plus, it wasn't something they could "play" with on Christmas day.

As talk about Fury increased, we got more excited at the thought of the season pass preview night. But reality set in-- a school activity popped up and we were forced to miss the preview night. We planned to go Opening Day, but again something came up. The second weekend became a priority, but once again, life presented scheduling challenges. We rushed to Carowinds on Saturday night around 7pm and got in line for Fury. We rode it twice-- in the middle of the train and then we were assigned to the first row on the last ride of the night. Wow! I loved it and my kids loved it. I actually teared up. As the ride finished, I could help but think of my departed father-- and how he took me on the formally named Scooby Doo as my first coaster. I made a memory with my kids.

During each visit I made mental notes about our experiences. I have to say, I was very impressed this year with how clean the park was. I never saw trash, and thankfully, I think I only saw a couple of wads of gum stuck to a wall. For the most part, things were painted and maintained as much as reasonable. The landscaping was neat and cared for... with some pockets very "pretty" and showy.

Generally speaking, it appears the food service restaurants have been greatly improved physically. While I "love" Chick-fil-A, I can't help but wonder why there is no longer the famous Carowinds Fried Chicken. But overall, I applaud the wider variety of food. None of the food we tried was bad. Some of it was quite good. Sadly, because of life/weather I never got to experience the "Taste of the Carolinas" event.

As spring turned to summer, we found our weekend schedules filled with sport competitions, end of school events and social invitations. Summer arrived and flew off to West Palm Beach. Our return flight was out of Orlando, so we spent one night at the Portofino Bay Hotel which provided an Express Pass for one day at Universal Studios (which seems to get better and better). Upon returning, there were a couple of 1/2 day trips to Carowinds for the water park with school friends and our never-again July 4th fireworks visit. Summer flew with kids away at camps, church mission trips and another family vacation (we went to the famous Prater amusement park in Vienna, Austria). We popped into Carowinds several times early fall but never made a final trip in October because of weather.

Looking back at the year of my return, I have a few general comments (in no certain order):
- I absolutely hate the Boo Blaster ride. EVERY time I rode it, one of the guns didn't work. One time, I mentioned to an employee that they should cover my gun or take the car out of service. She stared at me, didn't say a word, and sent it to the next door to let more people jump in. Each ride brought greater sadness of losing the wonderful original Harmony Hall.
- I don't "get" the Peanuts light spectacular. Is it supposed to a "show" or just some flashing lights in trees?
- I understand construction costs, but I don't understand this movement to uncovered/sunny/HOT queue lines.
- I agree Fury adds energy and fun to the front entrance. I appreciate the vast space of the entrance but I'm bothered by the sterile factor.
- I like the taped spiel on the Skytower, but the queue line is tight. I really disliked rubbing elbows with some smelly and sweaty new "friends."
- While the "music" may not be my taste, I have to admit the dance party on the plaza stage is a crowd pleaser. I wish there was some way to raise the stage, because I saw a lot of people try to "see" and give up and walk away.
- My kids actually enjoyed the show, "Signed, Sealed, Delivered." Sadly, there were few people in the audience (why no show times during the heat of the day?). I remember when people used to line up outside "Midway Music Hall" 30-minutes before showtime to get a seat. I attribute the lack of show audience to the loss of multi-generational visitors. Which brings me to my next point:
- There's not enough for families/multi-generational guests to do together. I like the thrill rides, but I also like being able to ride something at the same time with my entire family. My wife no longer rides the thrill rides and feels left out. This is a major stumbling block-- she'll find other things for our family to do on weekends or on summer nights to ensure we don't go to Carowinds. This is a factor why we will not be renewing our season passes. "When mama ain't happy, ain't nobody happy."
- Ride load times are horrendous throughout the park (only one employee on the bumper cars, really???). I would find myself becoming so aggravated while watching the ride attendants walk as slow as they possibly could. Zero sense of urgency. The employees flat-out didn't care how long we had to wait. This was a major problem all season long. I will say, the Fury team was the exception. It got so bad that I stopped riding Goldrusher.

As I mentioned, my wife is not a thrill ride person and is bored when she goes to Carowinds. She is not keen on taking the kids during the day in the summer and doesn't make any attempt to free up time for the rest of us to go. With school, church, vacations and other activities, we didn't go to Carowinds as many times as we thought. Those two things are contributing factors why we will not renew this coming year. An expanded water park is needed but my kids are in no hurry to try it because they got so turned off from the water park lines last year. But we could probably be swayed at renewing if we had enjoyed our visits more. What's missing at Carowinds? I've already alluded to the turn off, but I'll close with this story:

Thunder Road only had a few days left before it would be closed and torn down. We visited on a weeknight to ride a few more times and had planned to return to witness the last ride on Sunday. The lines were short and we decided to "go left." Upon entering the station, we waited a cycle and then they sent the train out empty. The train on the other side returned but our side did not. We waited and the line behind us started to grow. Finally people started to leave. One employee yelled something over the track but we could't hear what was said. More people left. The employees stood leaning on the center wooden rail in the station that divided the two sides. Each was staring into space. One shuffled toward the back and looked up the chain-pull hill and stood there a long time. By now, our side of the station was empty except for a few. The train returned and there was no action. We weren't told anything. I stayed figuring I'd love a ride in the front car when it reopened. It was clear nothing was going to happen quickly. I yelled over the track trying to get the attention of any employee, "excuse me, could I ask a question?" Absolutely no acknowledgment in return. I tried again. This time one got up from leaning on the rail and took one step toward me. I yelled so he could hear me, "If you think the train is going to sit here for a few minutes, do you mind if I stand over there to take a picture?" I was pointing to that empty space in the queue area -- just on the other side of the rail for the first car. He mumbled something. So I said, I used to work on this ride and I'd love a picture of me and my kids and the front of the train. Let me be perfectly clear, there was ZERO danger to me if I stood two feet over on the other side of the rail... I understand that they couldn't let me in the train or near the track. Again, he mumbled something and another employee walked over and shook her head. So I asked, if they could hold my camera and take a picture of me and my boys to get a better angle of the front-- and added, "this is an historic event... I'd love to remember Thunder Road. They flat out told me, "no." I couldn't believe it. Considering the media attention, the fan base and the fact that my side of the station was now empty and they weren't doing anything... and not one of them was willing to move and take a picture of a former employee and his kids! This was beyond comprehension... the silliness over something so trivial. I asked if they would call a supervisor. They pointed to a woman at the control board and said, "she's the supervisor." Did she make any attempt to move and come over to me? The answer would be "no." I said, "can you go and ask her?" They walked the 15-20 feet over to her and whispered and then mumbled, "later." At this point, I looked at my watch and started timing all of this. They re-opened the ride 15-minutes later. With me in the front seat beside one of my boys, and the other in the row behind us sitting with a stranger, I handed the employee my camera and said, "do you mind taking our picture now?" So with the whole train of passengers waiting, the employee held the train and took our picture. As the employee returned my camera, he barked an order, "I don't want to see you using that camera on the ride." Funny how he couldn't talk to me before. My boys were wide eyed and upset. They wanted to leave as soon as we got off. I wanted to ride Thunder Road again for the last time. They went over to the bumper cars and I rode Thunder Road again alone. Same train-- and smiled to the employees and wished them luck with the crowds over the next couple of days.

Maybe it's my old Carowinds training, maybe my parents raised me differently, or maybe my southern genes just just take over, but I can't tell you the number of times at Carowinds this year I offered to help someone take a picture. I even picked up a napkin that had blown away from a cart on a windy day. I still yearn to help guests have a great experience, sadly the employees I encountered this year didn't share that sentiment. I think that sums up the reason why my family didn't "enjoy" the Carowinds enough to renew. Yes, we screamed with delight on Fury, my youngest couldn't get enough of the bumper cars and my oldest wanted to ride Windseeker at night over and over again. But the customer experience is what's missing. The slow load times, the frustration of watching the employees show no urgency and lack of care, is the missing ingredient that prevents the cake from rising. The customer service is simply flat.

[Capler]

Enjoyed the read. You should encourage your wife to go with you and the kids more often because there will come a day real soon where your kids will not want much to do with the two of you, aside from being their personal ATM machine. Basically go with them while they are still willing to be seen with you in public.

[swampfox43]

Very well written formeryogi. Like you, I also grew up with Carowinds in the earliest days. I agree with you 100% on the employee attitudes. I don't know how many times I have gone through the toll gate with an employee on their cell phone. No acknowledgment whatsoever. No smiles, no "have a nice day", nothing. Baffling! Practically the same at the front gate (minus the cell phone). Scan your pass & go. No words from the employees. It's bothersome. Granted, there will be folks that will have had a completely opposite experience. But what I witnessed on my multiple trips would not be award winning by any means. Not to say there aren't smily, happy employees that do try, but they are rare and consider yourself lucky if you encountered one.

I am also in agreement as to why it is CF thinks uncovered que lines in the hot south are even an option. The Scrambler, and Skytower to name two (they use to be covered). And the one man operations on many of the flat rides leave guests frustrated to say the least. I suppose if there was any sense of urgency it would help, but there is none.

And finally, the lack of family oriented rides has been a real problem with the park. Gone are the days when the whole family could take a journey on the Sternwheeler, Train, Cable Skyway or Monorail. It appears to me that the park has only 2 directives. Adult thrill rides, and kiddie rides. Family rides are obviously not on the menu with the exception of the Skytower. And why they would use the old Country Kitchen for a Chick-Fil-A is without words. Closed on Sunday. Whose idea was that?

I hate that you had such a bad experience with the Thunder Road crew. I notice the same things or similar as you do. I am very observant. Many people are. Carowinds has a lot of work to do to get the customer experience up to par with it's flagship Cedar Point.

With all that being said, I still love the park. It's my personal getaway being only 6 miles away. Have renewed my season pass and ready for 2016.

[Capler]

Being older, I try to rationalize the behavior of youth today, and concede that I don't understand it. Otherwise I would go crazy trying to figure them out. I ignore them, and refuse to allow them to ruin my day. Basically, they lack home training, and feel entitled, which is something I can't change. Honestly I don't even expect a polite friendly face from customer service workers any longer. On the rare occasions I get it, I will light up like a Christmas tree. But it won't last long because I will get abused at the next station. Those cell phones are a big problems. Kids are texting even while you are in the check out line at the market. When you walk up, they throw the phone down like you are bothering them. I guess businesses are in a situation where they can't fire everyone, otherwise they will have no workers. Man, I went off on a Lowes worker recently when he was trying to load bails of pine straw on my truck with one hand while holding his phone with the other.

[shane235]

Carowinds has a lot of work to do to get the customer experience up to par with it's flagship Cedar Point.

When I went to Cedar Point this summer, one of the most impressive things that I noticed was that the ride operators were great. Not only were they kind, quick, and polite, but they also were aware of their surroundings. When I boarded rides, I often noticed that one of the ride operators would have a headset/microphone that they would talk through and tell facts about the ride. At Carowinds, I probably know more about the park/rides than half of the ride operators do. Most of the workers at Carowinds seem to only care about their paycheck, not the job.

[Sean978]

While I'd say that about 70% of the employees I encountered this season were what you described (uninterested,unhelpful) the ones that are interested and paying attention are amazing and make my day. I wish Carowinds would offer bonuses or some other incentive to ride ops with fast dispatches.

[tarheel1231]

While I'd say that about 70% of the employees I encountered this season were what you described (uninterested,unhelpful) the ones that are interested and paying attention are amazing and make my day. I wish Carowinds would offer bonuses or some other incentive to ride ops with fast dispatches.

Yes! This is why we need a like button! This idea would totally be worth the increase of admission!

[coasterbruh]

Haven't you already made a post vastly similar to this one. I remember the sweaty people and the music complaint . . .

[Capler]

More often than most are willing to admit, we see what we want to see when we enter certain environments. You ever heard anyone make a blanket statement about Dollywood, other than to say how great the workers are? Suppose they encountered several unfocused, disinterested workers at that park, do you think folk would be so quick to paint the majority of their staff as being that way?

[Merthecat]

At least employees aren't allowed to have their phones while on the job. If they were, it would be much worse.

[coasterbruh]

At the end of the day its his long, drawn out, posted twice opinion that he is entitled to have, albeit one that most of us haven't really experience (or too busy having fun with the people we went to the park with to really care that much).

[FamousAmos]

Every time I've been this year, I've had nothing but good vibes with the park employees. If anything, we would talk to them for a few minutes (not ride ops, obviously. Just ones who are out and about). One time, we stopped by a game booth because she wasn't getting any attention from anyone. She was very funny to talk to and we stayed for a good 15 minutes talking to her. We saw her later that day and she said that we had brightened her day.

I guess what I'm trying to say is this.
If you see a park employee at any park, try to be open and talk to them. Make them laugh if you can. Sometimes, there's nothing we can really do. But for most of the employees, if they see the park guests happy and talking to employees, it makes a world of difference. So it's not just them that need to be happy, it's us too. (I'm not saying that all of us are like that).

I wonder if building employee housing would increase their moral? Cedar Point has employee housing (several of the employees live in the area and still stay there). They even host things for the employees to build their moral and to make them a better team. I think that if Carowinds were to invest into something like that, then it would help the employees greatly.

I just wanted to get some thoughts out.
Please continue.

[formeryogi]

One time, we stopped by a game booth because she wasn't getting any attention from anyone. She was very funny to talk.

I guess what I'm trying to say is this.
If you see a park employee at any park, try to be open and talk to them. Make them laugh if you can. Sometimes, there's nothing we can really do. But for most of the employees, if they see the park guests happy and talking to employees, it makes a world of difference. So it's not just them that need to be happy, it's us too. (I'm not saying that all of us are like that).

FamousAmos, I agree with you -- for the most part. We should talk/greet employees at the grocery store, department store and even the gas station. I try. That's what decent folk do!

So while agree with you, at some point, it's also not the customer's job to engage. The customer is buying the "experience." I'll say it this way: A few years ago I was buying a car. I went to every dealership in town because I really didn't know what car I wanted. During my quest, I had avoided the Lexus dealership. I had driven a Toyota Avalon before and the interior dashboard was identical to my uncle's high dollar Lexus. So I really didn't want to pay high dollar for something so close to what I could buy a lot cheaper at the Toyota dealership. Buying a car became a frustrating exercise. Some of the sales people at the various dealerships couldn't put a sentence together. They were less than intelligent and trying to talk/deal with them was a nightmare. (Sorry Coasterbruh, but I can't say they were sweaty and smelly this time.) I was at the end of my rope. There was no car out there from any manufacturer that I really "wanted" and I just couldn't fathom paying big bucks to some of those sales people. Out of desperation, I went to the Lexus dealership. Upon walking in the door, the receptionist got up out of her seat and walked around the counter to greet me. She offered my kids warm cookies and hot chocolate. She seated us in nice leather chairs and personally brought a sales person over to us. That sales person was highly educated, spoke perfect English and had all of her teeth.

Obviously there are plenty of people who buy cars from those dealerships where I experienced a less than "excellent" customer service experience. I would bet that some do experience great customer service, but I would also bet some customers "settle" for what they're given.

Carowinds is in the "experience" business. While some customers are there only to get on a ride and could care less if an employee grunts at them, others do notice when employees do consider the customer the priority. I would contend that if there is consistently great customer service, even more people would visit Carowinds and the park would make more money and invest in new attractions even more!

[Capler]

I put more emphasis on the product. If you focus too much on the personal behavior of others, you will walk around uptight most of the time. "He did not smile when he said hello to me." I refuse to give others that much power over me. At a car lot, I don't need a cookie, I need your best deal.

[formeryogi]

I put more emphasis on the product. If you focus too much on the personal behavior of others, you will walk around uptight most of the time. "He did not smile when he said hello to me." I refuse to give others that much power over me. At a car lot, I don't need a cookie, I need your best deal.

Capler,
You are so right. Agreed-- you can't be uptight.
The best "deal" is really different for each individual. While one may want the rock-bottom price, the other may be willing to spend a couple of dollars more on the same product if there is additional service (more bang for the buck so to speak).
The goal of this illustration is to get the message board to think about/discuss ways to broaden the consumer base. The fact is, Carowinds already has many of the people who read this board. The question is, what can the company do to attract more customers-- those who don't come and/or those who haven't been back? Remember the goal is to increase attendance/spending so that additional investment can be justified to add more/better attractions.