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Category: Service Recovery

AP Podcast – Episode 178: Josh and Matt get granular with a guest service experience

In the weeds… Granular… Dive into the details… whatever you want to call it, that’s what happened on this episode inspired by real life events! Matt was hoping for a […]

February 2, 2021February 2, 2021 AttractionPros Podcast, 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

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AttractionProsAttractionPros@AttractionPros·
49m

UPCOMING WEBINAR:
State of the Industry: The Power of Associations
March 9th at 2pm EST

Featuring panelists from @IAAPAHQ, @IATP_Trampoline, @NEAAPA1, @FLattractions, @visitwaterparks

Register today!
http://attractionpros.com/association-webinar/

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AttractionProsAttractionPros@AttractionPros·
28 Feb

“It’s really important not to apply for jobs for the sake of applying for jobs, but to look at how this particular job will help me in my future and how can it relate my skills back to the industry I want to go into.”
http://ow.ly/QRTg50DH7B0

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AttractionProsAttractionPros@AttractionPros·
27 Feb

“Trying to figure out where I fit that will help me find those skills that will transfer to themed entertainment is really important.”
http://ow.ly/QRTg50DH7B0

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AttractionProsAttractionPros@AttractionPros·
26 Feb

We are very excited that Matt Johnson from @FLattractions will be a panelist on our upcoming webinar, "State of the Industry: The Power of Associations" on March 9th at 2pm EST.

We look forward to seeing you there!
http://ow.ly/ewk050DKbYs

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AttractionProsAttractionPros@AttractionPros·
26 Feb

“I decided I needed to get skills outside of the industry that are relevant to the industry.”
http://ow.ly/6FOO50DJfNK

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