AP Podcast – Episode 92: Matt and Josh discuss service urgency and lessons unwrapped from a canceled flight


A delayed flight?  No big deal.  Missing a connecting flight?  No big deal. Rental car employees showing no empathy or urgency AND not honoring a reservation?  VERY BIG DEAL!!

In this episode, Matt and Josh unpack the leadership and training lessons from a recent travel experience. Employees who show no empathy or urgency make bad situations worse.  The silver lining?  In the end, an employee from another company showed both empathy and urgency on behalf of a weary traveler, and ultimately became a service hero – so much so that she solidified Matt’s loyalty to one particular rental car company.

Have a question for the mailbag or know of a guest we should feature?  Drop us a line!

Josh – josh@amusementadvantage.com

Matt – matt@performanceoptimist.com




This episode is brought to you by FunRating.  If you work in any area of the attractions industry, you’re probably curious how guests at your attraction perceive critical areas of guest experience.  Which facility type provided the best service in 2018?  Who really needs to improve their food service?  And which attraction saw the highest increase in likelihood to return?  These questions, and more, can all be found in the FunRating Report, and this is information that only Amusement Advantage can provide.  The FunRating Report can be found at funrating.com, and we have an exclusive offering for AttractionPros listeners.  To save 10% off of the one-time purchase of $375, tune into the podcast!

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