My daughter and I visited Escape Works - BallPark today for an escape room, and I wanted to recognize Xander, the Assistant Manager, for the outstanding job he did.
During our game, I could hear someone yelling outside the room. As someone who works in public safety, I stepped out to make sure everything was okay. What I witnessed was incredibly impressive. Xander was calmly de-escalating a very upset individual who was attempting to force his way into one of the escape rooms.
Throughout the entire interaction, Xander maintained eye contact, spoke in a calm and respectful tone, acknowledged the man's concerns, and never allowed the situation to escalate. His professionalism, patience, and composure ultimately convinced the individual to leave the business peacefully.
What impressed me even more was that, once the situation was resolved, Xander immediately returned to providing excellent customer service to my daughter and me as though nothing had happened. He even apologized for the disruption and generously gave us a complimentary room to use on a future visit.
Working in public safety, I see firsthand how difficult it can be to manage tense situations, and I can honestly say Xander handled this one exceptionally well. Escape Works is fortunate to have someone with his level of professionalism representing their business. Our experience was fantastic, and we'll definitely be back.