Feedback Needed!

by SierraMerril

10 16, 2014 | Posted in Dining, Lodging, Meeting, Special Events, Uncategorized | 0 comments

One of the best ways for a company to improve and grow is through feedback from its customers. Feedback with praise lets a company know what they’re doing right, while negative or constructive feedback tells a company about problems or issues (ongoing or new) that can be improved.

Groups may choose to have an outdoor barbecue lunch or dinner. A majority of the main courses and sides are gluten-free.

Groups may choose to have an outdoor barbecue lunch or dinner. A majority of the main courses and sides are gluten-free.

At Stanford Sierra Conference Center (SSCC), we give all of our guests an opportunity to supply us with feedback about their stay. After a group departs, we provide them with one of two ways to let us know how we’re doing. A handful of our program attendees receive paper surveys at check-out while we email electronic surveys to attendees of most events. Almost all of our departments benefit from these surveys, especially our kitchen, maintenance and housekeeping. Having a guest mention a squeaky door, a tree branch scratching a roof, a burned-out light bulb or a running toilet is a great way for us to gain knowledge when it comes to general maintenance and upkeep. While we do our best to keep an eye on everything around Camp, without actually sleeping in a cabin, it’s hard to know what small details can make someone’s stay better.

Wireless internet is available throughout Camp. In the past two years, it has gotten faster and is available in more areas of Camp.

Wireless internet is available throughout Camp. In the past two years, it has gotten faster and is available in more areas of Camp.

Over the past few years, we saw two things continue to appear on our surveys as items for improvement. The need for stronger and more consistent wireless internet was the most mentioned, while providing more gluten-free food options was the second. SSCC has made big strides in both of these areas. In the past two years, SSCC has added four more T1 lines, bringing the total to eight. T1 lines increase bandwidth, making internet faster. In addition to faster internet, cabins on the east side of Camp have had Ethernet cables hardwired to them, which increases signal strength and helps to eliminate dead zones in cabins. More improvements will continue next year with the last set of cabins becoming hardwired.

In the dining room, gluten-free bread is now readily available at breakfast and our hiker bar. In addition to increased bread options, most entrees on the buffet hot carts are gluten-free. Our chefs have made purposeful changes to many of their classic dishes to limit the number of items containing gluten on the hot cart. Our staff will be happy to point out items that do and don’t contain gluten.

Surveys are also a great way to boost staff morale! SSCC prides itself in having professional, helpful and friendly staff members. Weekly staff meetings include shout-outs for specific staff members from surveys as well as overall staff compliments. Praise for a job well done is always motivation to continue providing the highest level of service.

A group of staff take a break from swimming on one of Camp's floating docks off of Baby Beach.

A group of staff take a break from swimming on one of Camp’s floating docks off of Baby Beach.

Looking back at the last season of survey responses, I see quite a few that are helpful. Our website could include better information for individuals who need ADA accommodations, and tips for combating altitude sickness would also be helpful.The expression “It never hurts to ask,” is what comes to mind when I read some of our survey responses. And it’s true– it never hurts to ask, but there are some things we just can’t control. Suggestions like “heat the lake, ” “more chocolate!” and “less wind” always make me smile. So whether it’s negative feedback, positive feedback, or a rather large request, let us know! We can’t make any promises, but we’ll try. Our surveys help us to improve our facilities, our service and our overall programming.

 

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