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Category: Service Recovery

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 […]

September 24, 2020September 24, 2020 AttractionPros Service Recovery

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 […]

September 20, 2020September 21, 2020 AttractionPros Guest Experience, Service Recovery

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 […]

September 2, 2020September 24, 2020 AttractionPros Guest Experience, Service Recovery

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, […]

August 19, 2020August 19, 2020 AttractionPros COVID-19, Leadership, Service Recovery
Operator's Guide How to Answer Difficult Questions

Operator’s Guide: How to Answer Difficult Questions

Kevin Williams, from KWP, a immersive out-of-home entertainment consultancy, in collaboration with Jeff Chatterton from Checkmate Public Affairs, a specialist in risk and crisis communications, have compiled a simple primer called the […]

May 9, 2020May 13, 2020 AttractionPros COVID-19, Service Recovery
Rephrase this common question and get better guest feedback

Rephrase this common question and get better guest feedback

Yesterday morning I returned a rental car after a quick trip to the IROC conference in Foley, AL.  I pulled into the Alamo rental car return at the airport in […]

February 9, 2020August 27, 2020 AttractionPros Service Recovery
Optimizing Your Guest Feedback Loop

Optimizing Your Guest Feedback Loop

When it comes to consumer insights in the attractions industry, guest experience data is a hot topic. But how do you know which insights are the right ones, and how do […]

November 12, 2019August 27, 2020 AttractionPros Guest Experience, Service Recovery
Eliminate “Let me get the manager” in 3 steps

Eliminate “Let me get the manager” in 3 steps

I recently spoke at a conference on the topic of guest experience.  During my presentation, I briefly touched on how service recovery can be so effective that guests who complain […]

February 11, 2019August 27, 2020 AttractionPros Service Recovery
12 Amazing Things Delta did During an Unusual Travel Experience

12 Amazing Things Delta did During an Unusual Travel Experience

To list to the podcast that accompanies this article, click here. After a recent visit to a client to facilitate a Guest Experience Workshop, my trip home on January 21st […]

January 29, 2019August 27, 2020 AttractionPros Crisis Management, Service Recovery
A Gallon of Milk in a Heat Wave

A Gallon of Milk in a Heat Wave

What if a guest left a gallon of milk on your front porch on a 100-degree day? It sounds a little ridiculous, but think about it in the context of […]

September 17, 2018August 27, 2020 AttractionPros Service Recovery, Social Media

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LibertyPartnersLiberty Partners@LibertyPartners·
8h

AP Podcast – Episode 176 – Jennifer Green talks about getting to know your government officials and the complicated world of lobbying http://attractionpros.com/ep176/ via @AttractionPros

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AttractionProsAttractionPros@AttractionPros·
10h

#AttractionPros Podcast - Episode 176 - Jennifer Green (@LibertyPartners) talks about getting to know your government officials and the complicated world of lobbying
http://ow.ly/EEL850DbShN

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AttractionProsAttractionPros@AttractionPros·
18 Jan

"Take your experiences, learn from them, and grow from them."
http://ow.ly/8tTT50D4Esk

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AttractionsAca1Attractions Academy@AttractionsAca1·
18 Jan

@Joshua_Liebman from @BackLooper_ will open your eyes and minds to his amazing insights. Check out his virtual workshop..."The New Guest Experience: A Virtual Workshop" https://www.eventbrite.com/e/the-new-guest-experience-a-virtual-workshop-tickets-130274198635?utm-medium=discovery&utm-campaign=social&utm-content=attendeeshare&aff=estw&utm-source=tw&utm-term=listing @Eventbrite

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AttractionProsAttractionPros@AttractionPros·
17 Jan

"You've got to cater your management style to who you're managing."
http://ow.ly/8tTT50D4Esk

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