Category: Service Recovery
Episode 383: Matt and Josh talk about Service Recovery Hero
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Neil Dwyer talks about designing through the operator’s perspective, effective service recovery, and no challenge is unsolvable
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Episode 358 – Minisode – The Cost of Not Recovering
Join your fellow AttractionPros and never miss another update! This minisode delves into a scenario where a guest misunderstood the online ticketing process for an attraction. Josh brings up the […]
Episode 186 – Linda Rose Hayes talks hospitality, guest service lessons and allowing people to make mistakes
Linda Rose Hayes serves as Operating Partner at Hospitality Connect of Florida. They generate best-fit concierge service, activity ticketing, housekeeping, maintenance, vacation marketers, and transportation providers for hoteliers and management […]
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 […]
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, […]