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 […]
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, […]
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 […]
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 […]
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 […]
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 […]
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 […]