input. “To the employees, it’s a case of: ‘If you take care of us, then we will
take care of the guests,’” he said.
Whereas the old management focused on what the staff did wrong, the
Park’s new management focused on what they did right. The Park tracked
visitors’ experiences of the park by asking them to fill out a comment form.
Helpful and outstanding employees mentioned by name in the comment form
would be rewarded with trips abroad through a lucky draw. By giving employees
recognition, Mehrmann hoped that they would have a stronger sense of
belonging and would go that extra mile for guests, offering simple things such
as returning a lost wallet or volunteering to take pictures for guests. “It’s the
little things that can make a difference,” he said. Nonetheless, communication
with staff was not always easy, as they did not immediately connect the
message behind gestures to show appreciation for their work—such as free
offers of ice cream and theatre tickets—and the Park’s performance.