Category: Resources
What will change most is the way we think about change
I recently had the opportunity to speak as a panelist on Gateway Ticketing’s Webinar Wednesday series. As their final webinar in 2020, the topic was “Then, Now and Hope for […]
The Art of Complaining: 11 tips for writing an effective complaint letter
I recently came across this article while searching through old files. I initially wrote this in 2012 while fine-tuning service recovery skills as a manager, and finding that there were […]
What if you don’t agree with your guests?
There are many tools allowing you to gain information into guests’ perceptions. Using a variety of tools helps balance the data you receive and offers validation for concerns you may […]
7 reasons why you must actively seek guest feedback
Watch the webinar replay from BackLooper, Guest feedback strategies to strengthen engagement, operations, and your reputation From September 10th, 2020. If you are not actively collecting feedback from guests as […]
Karens and Millennials and Difficult People, oh my.
Most of you know that I despise the term Millennial. I’m also starting to REALLY dislike the term “Karen” – and mostly for the same reasons. Both terms are stereotypical, […]
Don’t spill the message
Your boss just gave you a critical piece of information that you need to relay to your teams. As you leave her office, you feel like you understand the directive […]
Don’t wait for HR
I used to work in HR. I liked working in HR. I know most of the people who dedicate their lives to HR are caring individuals trying to help their […]
Operators Guide #5: Great Selling is About Helping Others
Objective – This fifth in the series of guides to operators of amusement and attractions venues, in the changing landscape #AfterLockdown. Offering an overview of the best practice, and your […]
“This a problem that pizza can’t solve”
Someone actually said that. “This is a problem that pizza can’t solve.” Woah. How did this come about? A few days ago I had a conversation with a good friend […]
Using Guest Experience to Get Through this Madness: A 3-Part Series
We have a lot of unknowns ahead of us. No one is a post-COVID expert, and the story continues to evolve, seemingly on a daily basis. While we are all […]