Magic PR Man

31. October 2007 by DSJC.

As far as I’m concerned Andrew Potvin, supervisor of VIP tours and guest relations at Six flags Magic Mountain in Valencia, Calif., is a Magic PR Man.  Now, I know that he probably isn’t even part of the marketing department for the organization, but thanks to his idea and the backing of the organization, he gives them good PR. 

For roller coaster enthusiasts in Southern California, Six Flags Magic Mountain is the place to go.  Thankfully, the Six Flags organization recently decided not to sell the property to a home builder, so, for now we can count on having all those fabulous coasters available for our enjoyment.  Last weekend, my family enjoyed the ultimate experience there, and I was treated to witnessing great PR & marketing in the process.  Anyone in the theme parks industry could learn a little something about good customer service and PR from this post. 

This story actually starts in August when we visited the park for the first time as a family.  Our youngest was finally tall enough to get on any ride in the park, so off we went with dreams of riding dozens of coasters that would thrill us.  Of course, reality is that park goers spend as much or more time waiting in lines than they do on the rides, especially on a summer day when the majority of kids are out of school, and people are on vacation.  That was our experience that hot August day; we rode four roller coasters and played just a handful each of the carnival and arcade games, because we spent most our money on the concessions, especially after spending about $100 for parking and to get in the front gates even with the two-for-one Coke can promotion. 

So we waited in lines.  On one line—for Goliath—we just reached the front and were getting ready to get in our front-row seats when a family stepped in from the other side of the loading dock, got into the seats and whisked off on the ride.  What a bummer.  We had to know what was up, but no one was offering up any information.  So, we asked the ride operator once we got on.  He told us that they were a VIP group taking a tour of the park.  We immediately decided we had to get in on that!  That is the Magic Mountain VIP Tour package, and, thanks to the amazing Andrew, it’s a pilot program that launched in July 2007.  Of course, it’s not an entirely new idea; I recall purchasing a VIP tour package for my family at the San Diego Zoo several years ago.  We loved it; we got to see giraffes and a rhino up close, really close, and we got to hold an armadillo!   

But, honestly, that didn’t compare to back-to-back-to-back rides (no waiting) on some of the best roller coasters around, plus all-you-can-eat food (Johnny Rockets, Panda Express, the park’s Moose Lodge Restaurant) and beverages and snacks (caramel apples, cotton candy, Dippin’ Dots and Cold Stone Creamery).  But wait; there’s more!  We also enjoyed never ending arcade games and other attractions.  I won a Nintendo DS Lite for my daughter after about 100 tries on one of the arcade games.  What a day! 

So, what about Andrew, the Magic PR Man?  Well, he was terrific as a guide.  What’s even better, he was terrific as an ambassador for the park.  Every time we got on a ride in front of others who had waited on line, he went to them, said a few words, and handed them his card.  To a person, every one of them relaxed, nodded, smiled.  I don’t know what exactly he said, but he managed to turn tense people into relaxed people and possibly new VIP tour customers.  I know this, because a few of them asked us about how the tour was going and how they could sign up – this while we were waiting for the ride operators to clear the ride for take off. 

Explain the situation.  Communicate the details.  Provide a contact for follow-up.  That sounds like PR to me, and in Andrew’s case it’s good PR.  That’s why he’s the Magic PR Man. 

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