The creative exhibits and very spacious exhibit halls were overshadowed by the terrible customer service skills and lack of professionalism by the staff.
My group of 12 was in contact with the museum supervisor three weeks prior to our visit from out of town and promised a group rate. After a 5-hour ride and a hotel stay, our group attempted to check in when the museum opened in the morning, but was advised there was no record of our group's reservation. The front desk clerk attempted to talk us out of the group rate until we asked to have her contact the supervisor directly. The front desk clerk then did a very good job coordinating with the supervisor and was able to secure the group rate after an extended wait (with restless young children). We thanked the front desk clerk and continued into the museum.
After lunch, my group paid the supervisor for an additional IMAX show at the front desk. The museum does not issue wristbands or tickets, and the staff lacks the communication skills to successful implement whatever system they have. As my group headed toward the IMAX Theater, the front desk clerk yelled across the entire lobby and in front of other patrons "YOU GUYS DIDN"T PAY FOR THAT SHOW!" After saying that we had paid the supervisor, she yelled "So you paid for that show?" I said "yes" - my only personal input into the across-the-lobby conversation:
Front desk clerk then screamed: YOU DON'T HAVE TO GET RUDE WITH ME, I'M ONLY DOING MY JOB!
Me: I said yes to answer the question you asked
Front desk clerk: IF YOU KEEP BEING RUDE, I WILL HAVE YOU REMOVED FROM THE PROPERTY!
Me: For saying yes?
Front desk clerk: I AM DOING MY JOB AND I CAN HAVE YOU TAKEN OUT OF HERE!
I then walked away. After the movie, I decided to videotape the floor (for audio) as I walked by the front desk the two trips that I needed to walk by the desk throughout the rest of the day in case the clerk attempted to have me removed like she had threatened. Near the end of the day, the museum supervisor approached me and said that I was making the front desk clerk feel threatened because I was videotaping the lobby. After explaining what and why I was videotaping, she stated that the front desk clerk had given a similar statement, and that the supervisor would monitor the front desk for the rest of the day. I agreed to stop videotaping, and was NOT offered an apology.
The Danville Science Center provided the kids in our group many valuable learning opportunities. Unfortunately, the one that they may remember the most is how to be calm when someone else is not. I left that day feeling mistreated, embarrassed, and bullied by the staff, all of which occurred in front of a group of kids including my own children. I hope this review inspires change because the museum itself has terrific potential. read more
