AttractionPros Podcast

Episode 300 - Matt and Josh celebrate 300 episodes

We have reached an incredible milestone, and we are celebrating in style!  For the 300th episode of the AttractionPros Podcast, Matt and Josh flew to Orlando and recorded this special episode in the lobby of IAAPA’s World Headquarters.  But wait!  Instead of interviewing an industry leader, the tables were turned as Scott Fais, Global Editorial Director for IAAPA, put Matt and Josh in the hot seats and interviewed them on their careers, the impact of AttractionPros on the industry and themselves, and a series of rapid-fire questions.  We’d like to thank Scott for opening the doors to IAAPA headquarters and hosting this special episode!

 

The impact of AttractionPros on the attractions industry

 

“It’s never a straight line from being a ride operator or a sweeper or scooping ice cream to being the CEO of a company.” –Matt

 

One of the biggest impacts AttractionPros has made on the industry is that the podcast has opened people’s eyes to various career paths.  Throughout the hundreds of interviews we’ve conducted, it’s clear that there is no one clear path from being a frontline employee to an executive leader.

 

“We saw an opportunity to create something for attractions industry professionals to learn from the best in the business.” –Josh

 

When we began the podcast in 2017, we identified a gap in educational content for those building a career in the industry.  With plenty of content available for enthusiasts and travel planning, we set out to make an impact on attractions industry professionals (also known as AttractionPros) to learn from the best of the best across all areas of the attractions industry.

 

How we look at the industry differently

 

“Sometimes, when you think about people in those positions and you don’t know them, it’s easy to dehumanize them.” –Matt

 

After 299 episodes, one of the biggest takeaways is that we’re all human.  Someone in an executive leadership role may come across as intimidating, and by conducting an interview that highlights their career path, their personal life, and mistakes they’ve made along the way, it shines a light on the person behind the title.

 

“I feel that the industry is even smaller after talking to so many people.” –Josh

 

It also makes the industry feel smaller.  In addition to identifying mutual connections and connecting the dots from a networking standpoint, hearing similar challenges and guidance across attractions and facility types that you may not associate with each other, it shows that the industry is largely on the same page and singing the same song.

 

Podcast guests who have made a large impact

 

Every guest on the podcast has had an incredible story to share and an incredible message for the industry, making it difficult for Matt and Josh to each pick one!  Nevertheless, Matt stated that when we interviewed Brian Knoebel, it was a last-minute scheduling based on a cancellation, meaning we had no questions prepared.  Despite the lack of preparation, his father’s birthday, and only a few days before opening the park for the season, Brian offered us his undivided attention and conducted an incredible interview.

 

Josh cited John Wood, President and Chairman of Sally Dark Rides, and the way in which he shared how rides like Sally - and the experience in a theme park in general - create a lasting impact on people’s lives that extends far beyond the duration of the ride or the visit to the park.  We often lose sight of why people visit attractions of any kind because it gets lost in the day-to-day minutiae, and listening to John’s view of the industry is a refreshing reminder.

 

What has the podcast done for us

 

“The podcast has given me another way to give back that I never would have thought of.” –Matt

 

The podcast has deepened Matt and Josh's ability to network and make connections within the industry.  An invitation to come on a podcast is not a sales pitch, making it more likely for an executive to say yes to offering their time.  It also has been an excellent way to give back to the industry that we have gained so much from.

 

“I feel like I am continually gaining an advanced degree in the industry.” –Josh

 

Additionally, the amount of education and inspiration from the podcast makes it feels like one can gain an advanced degree in the attractions industry.  With hundreds of interviews across so many topics, the audience can learn about executive leadership, operations, hospitality, marketing, safety, animal care, DEI, and nearly every topic that you can think of that touches the attractions industry.

Scott also asked Matt and Josh about the impact that IAAPA has made on their career, the value of being an IAAPA show ambassador, how the AttractionPros Mentorship Internship came to be, common challenges that the industry is facing, advice for starting a podcast, and then a fast round of rapid-fire questions.

To learn more about IAAPA, who graciously hosted us for this special recording, visit www.iaapa.org.  To get in touch with us directly, contact attractionpros@gmail.com.

Episode 299 - How will AI disrupt the attractions industry?

How will AI disrupt the attractions industry, including theme parks, zoos, museums, aquariums, and family entertainment centers?

Artificial Intelligence (AI) has the potential to transform the attractions industry in a variety of ways, including theme parks, zoos, museums, aquariums, and family entertainment centers. Here are some ways AI could disrupt the industry:

1. Personalized experiences: AI can be used to create more personalized experiences for visitors. For example, theme parks could use facial recognition technology to identify visitors as they enter the park, and then provide recommendations for attractions and activities based on their past behavior and preferences.
2. Enhanced safety: AI can help improve safety and security at attractions. For example, facial recognition and behavior analysis algorithms could be used to identify potential threats and alert staff.
3. Efficient operations: AI can help attractions operate more efficiently by automating certain tasks. For example, chatbots could be used to answer frequently asked questions, freeing up staff to focus on other tasks.
4. Predictive maintenance: AI can help attractions predict and prevent equipment failures. For example, sensors could be used to monitor ride components and alert maintenance staff before a failure occurs.
5. Augmented and virtual reality: AI can be used to create more immersive experiences, such as augmented and virtual reality attractions. These experiences can be customized to the individual visitor, providing a unique and memorable experience.

Overall, AI has the potential to enhance the attractions industry by providing more personalized experiences, improving safety and security, and increasing efficiency. However, there are also potential risks, such as privacy concerns and job displacement. As the industry evolves, it will be important to carefully consider these risks and work to mitigate them.

What do you think?  How will AI disrupt the attractions industry?  Let us know your thoughts on Facebook, Twitter, LinkedIn, or Instagram.

Also, what do you think of this episode format?  Should we do more of these?

To connect with AttractionPros: attractionpros@gmail.com

Episode 298 - Are branding and theming the same thing?

Are branding and theming the same thing?

 

With each podcast interview, we share multiple quotes on social media aimed to inspire, motivate, and educate our audience (AKA you) while encouraging you to check out the full interview to gain the full story behind the quotes.  While promoting episode 294, we posted a quote from our interview with Jerry Davis: "Branding and theming are the same thing.”

 

If you listen to Jerry’s reason behind the quote and the full story that led to it, it makes perfect sense (side note: check out episode 294 if you haven’t already).  However, on its own, it sparks debate.  In this first-ever minisode, Matt and Josh read comments from Instagram, Twitter, and LinkedIn, where many industry professionals chimed in with their thoughts on the subject.

 

What do you think?  Are branding and theming the same thing?  Let us know your thoughts on Facebook, Twitter, LinkedIn, or Instagram.

 

Also, what do you think of this episode format?  Should we do more of these?  (Spoiler alert: episode 299 is also a minisode)

 

To connect with AttractionPros: attractionpros@gmail.com

Episode 297 - Dr. Mike Adkesson talks about learning while having fun, conservation beyond the zoo and animals being happy

Dr. Mike Adkesson is the Chief Executive Officer at the Brookfield Zoo. As a veterinarian by trade, Mike has always had a soft spot for animals, working tirelessly to create a better world for them both in nature and under human care. Mike's passion for animals began at a young age when he participated in his first animal care youth program at age 8, leading him to become a zookeeper at 15 before pursuing his doctorate in veterinary medicine. With over 15 years of experience in animal care and welfare, Mike was promoted to CEO of Brookfield Zoo in October 2021 and is now dedicated to providing guests with unforgettable experiences while also leading global conservation efforts beyond the walls of Brookfield. In this interview, Mike talks about learning while having fun, conservation beyond the zoo, and animals being happy.

 

Learning While Having Fun

"I passionately believe that people listen and learn more when they're having fun."

Mike emphasizes that the guest experience is paramount in ensuring that the messages of animal care and conservation are absorbed. When guests are surrounded by problems and can’t enjoy the true zoo experience, we can’t expect them to care about messages that go beyond the zoo. 

To tackle this problem, Mike shares that the operation needs to have excellence in every corner of the experience. The food should taste amazing, and the attractions should be engaging. However, Mike emphasizes that the most crucial element is to create intimate and one-of-a-kind animal experiences to engage guests and get them to care. Mike believes that without a great guest experience, the zoo's mission and purpose can’t be fulfilled.

 

Conservation Beyond the Zoo

"They care more about a specific species because they saw it close-up here at the zoo."

Mike's passion for conservation and the missions supported by The Brookfield Zoo stem from his background as a veterinarian. He believes that to expand these efforts, it's crucial to make the information about them readily available and easily accessible to the public. From featuring information on the website to organizing lunch seminars for the public, the zoo endeavors to communicate the other side of what they do beyond providing exceptional care for the animals at their facility.

Zoos and aquariums worldwide have provided 1 billion dollars in funding for these conservation programs. Mike shares that by letting the guests know where their dollars are going, it can create that next level of attachment to the animals in the zoo and the missions the zoo supports. Moreover, by providing intimate interactions with certain animals, the guest experience can be elevated to a call for action, inspiring them to support conservation efforts beyond their visit to the zoo.

 

Animals Being Happy

"Our animals receive better care than billions of people around the world."

In the past, Zoos haven’t been nearly as caring and appreciative of their animals as they are now. Mike shares that it’s important to change the narrative and discuss the changes that have been made over the past 30 years to bring significant improvement to the lives of these animals, and show just how important that care is.

Many guests don’t understand indicators of certain animals being happy, and can actually misunderstand those indicators. To combat this, Mike provides guests with scientific evidence and measured data to not only let the guest know that the animal is happy, but prove it. Mike emphasizes that by having open, tough conversations, guests will ultimately walk out of the experience much more educated. 

 

To connect with Mike, you can find him on LinkedIn. To learn more about The Brookfield Zoo, you can find their website here.

 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Scheduling and correspondence by Kristen Karaliunas
• Summary by Mason Nichols
• Video editing by Abigail Giganan

 

To connect with AttractionPros: attractionpros@gmail.com

Episode 296 - Matt and Josh talk about defining your DEFCON

We all want to enjoy our time off.  However, as leaders, there is often this nagging feeling like we’re missing something or we are going to be needed for an important decision. What follows is an endless parade of checking email, texting co-workers, checking email, thinking about the work left undone, checking email…

 

When does it stop?  When you proactively put a plan in place to identify the things you SHOULD be contacted for vs the items your team should be able to handle. In this episode, Matt and Josh talk about defining your DEFCON, operational communication, and empowering your team.

Defining your DEFCON

 

"If I am going to hear about this from external sources, then I want to hear it internally first."

 

You're getting ready to leave for an extended period of time and tell your team, “Only contact me if there is an emergency.”  However, your version of an emergency and their version rarely line up - without some conversations and expectations.

 

Defining your DEFCON refers to creating a system or tiered approach to emergency or off-time communication. Similar to measuring a nuclear threat, you can assign DEFCON ratings to various situations that may or may not require your intervention. DEFCON 1 (worst case scenario) could be a team member or guest injury, a 911 call, or social media event about to go viral. You NEED to know and possibly act on these situations. A DEFCON 5 (lowest priority) could be a routine guest complaint or needing toilet paper. Your staff should be able to do these things and do not require immediate attention. 

Operational communication

 

"It’s not just about delegation, it’s also about communication."

 

Defining when and how to communicate goes beyond preparing for a vacation; it should be the rule for figuring out the best way to run your operation. With so many communication methods and strategies available, there is no reason for someone to be out of the loop.

 

As you are defining your DEFCON, you are likely identifying areas of the business that your team should be able to handle but maybe can’t. This gives you a great place to start regarding tasks and processes you should discuss with your team. This not only prepares them for your absence, but ultimately this process strengthens their individual skills and builds the confidence needed to function without you.

Empowering your team

 

“Fewer employees having more autonomy means we HAVE to empower them.”

 

Teaching your team how to handle situations requiring more and more responsibility not only increases their aptitude and confidence but also gives them a greater sense of ownership and autonomy. The true definition of empowerment is to literally give power to another person - you are doing this by teaching a skill and trusting them to carry it out without your supervision.

 

Whenever you empower someone, the results may not come out as you thought. Maybe they are better, maybe they are worse. If they are better, celebrate and recognize your team for improving a process or practice.  If the results are not what you expect, then this would trigger a coaching conversation where you can discuss the decision-making process and actions taken. 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Scheduling and correspondence by Kristen Karaliunas

 

To connect with AttractionPros: attractionpros@gmail.com

Episode 295 - Jeffrey Nichols talks about the role of history museums, connecting history to today and the business of non-profit

Jeffrey Nichols is the Chief Executive Officer at The National Civil War Museum, and has over 25 years of museum experience. Jeffrey has held several leadership roles at various museums, including the Mark Twain House & Museum and Thomas Jefferson’s Poplar Forest. Jeffrey’s passion for history began during his college years in Connecticut, where he studied history and got his start at the New Haven Museum in his home state. Now, Jeffrey now leads The National Civil War Museum in Harrisburg, Pennsylvania, with a commitment to preserving and sharing the stories of the Civil War era. In this interview, Jeffrey shares the role of history museums, connecting history to today, and the business of non-profit. 

 

The Role of History Museums

"People believe that museums are trustworthy."

Now more than ever, museums are recognizing the importance of engaging their audiences beyond traditional methods. With traditional history lessons becoming less prevalent in classrooms, museums are stepping up to fill the gap and provide immersive, experiential learning opportunities that can't be replicated in a textbook. Jeffrey understands the significance and works to ensure that his museum is not only teaching history, but also creating an emotional connection to the past.

Jeffrey emphasizes that by sharing both sides of a story and highlighting the true scale of an event, museums can create a more complete understanding and visitors will see more of the significance. By presenting a balanced narrative, visitors gain a deeper understanding of the complexities of past events and develop a much stronger perspective on these events.

 

Connecting History to Today

"Museums and historic sites strive to broaden one's perspective."

The study of history serves a multitude of purposes. Jeffrey shares that history educates us on our past mistakes, and gives us a benchmark to relate to current events. Not only this, but experiencing something like The National Civil War Museum builds critical thinking skills by allowing visitors to learn about history in a multi-dimensional way. 

Jeffrey emphasizes that history is never black and white, much like the nature of the information we get in our world today. Jeffrey believes that by teaching history and fostering critical thinking skills, new and existing generations can develop the ability to analyze more complex situations, comprehend these diverse viewpoints, and make informed, strong decisions.

 

The Business of Non-Profit 

“Having some business sense is important.”

Jeffrey shares that getting his MBA while working at the Mark Twain House & Museum allowed him to gain a deeper understanding of strategic thinking and acquire new skills to help grow the business, which proved to be especially valuable when facing the challenges of growing a non-profit organization. By thinking in different directions, Jeffrey has been able to successfully contribute to the growth of The National Civil War Museum since his arrival. 

One of the challenges Jeffrey has faced is the marketability and advertising of the museum experience. Due to the severity and importance of the exhibits in the museum, guests don’t take selfies or post about their experience on social media very often, but rather resort to word-of-mouth referrals. To help balance the gap, Jeffrey has built a digital platform for marketing, using the resources made available to him to help grow and attract guests to the Museum, such as adverts and easily accessible information on their website.

 

To connect with Jeffrey, you can find him on LinkedIn. To learn more about The National Civil War Museum, visit their website here. 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Scheduling and correspondence by Kristen Karaliunas
• Summary by Mason Nichols
• Video editing by Abigail Giganan

 

To connect with AttractionPros: attractionpros@gmail.com

Episode 294 - Jerry Davis talks about constructing attractions, controlled chaos and balancing quality, time and cost

Jerry Davis is a seasoned professional in the construction and attractions industry, serving as the President and Principal of PeakCM, LLC, an award-winning construction firm specializing in a wide range of projects from theme parks to healthcare facilities. Jerry's passion for the attractions industry was ignited after graduating from UCF and landing his first job at Beers Construction, where he worked on the iconic Marvel Superhero Island at Universal's Islands of Adventure. Over the years, Jerry has been involved in numerous incredible projects, and took his expertise to establish PeakCM, his own construction management firm. In this interview, Jerry talks about constructing attractions, controlled chaos, and balancing quality, time, and cost. 

 

Constructing Attractions

"You need to learn how to manage the stress, pressure, and deadlines."

Jerry understands that constructing attractions is a unique and complex endeavor, often described as an intersection of cutting-edge technology, groundbreaking art, and innovative design. One of the most daunting aspects of constructing attractions is managing the budget while maintaining high-quality standards. Jerry acknowledges that working within a specified budget without compromising on quality can be an incredibly tough task.

Jerry recognizes that construction of attractions can be challenging, with various stakeholders, complex designs, and tight deadlines. To mitigate this chaos, Jerry emphasizes the importance of getting hands-on from the early stages of the project. One of these keys to success is when the contractor is brought on board early by the owner or project team, allowing for better communication, coordination, and alignment of expectations.

 

Controlled Chaos

"Construction projects are like controlled chaos."

Jerry acknowledges that construction projects, especially in the attractions industry, often face challenges with changes in design, unexpected issues, and potential impacts on timelines, quality, and costs. It is rare for a project to feel like it will be completed on time and on budget during the construction phase.

To effectively combat these challenges, Jerry emphasizes the importance of proper communication channels and a culture of collaboration. Having the right people with the right expertise and mindset around you can make a significant difference in addressing issues head-on, rather than getting stuck in a cycle of problem-solving without finding a solution.

 

Balancing Quality, Time, and Cost

"When you really want quality, your time gets sacrificed."

The quality, time, and cost triangle is a fundamental concept in the construction industry. For years, contractors and owners have sought to strike the perfect balance among these three elements, but often have to make tough decisions, as achieving all three simultaneously can be borderline impossible.

In recent times, however, the landscape has evolved with additional variables impacting the triangle. Factors such as extended lead times on materials and significant fluctuations in pricing have disrupted the traditional equation of time and cost. Jerry emphasizes that finding the right balance among quality, time, and cost is crucial to delivering a successful project, requiring effective communication with the owner and making educated and fair choices.

 

To connect with Jerry, you can find him on LinkedIn. To learn more about PeakCM, visit their website here. 

 

This episode is kindly sponsored by Attractions.io, the guest experience platform behind Merlin Entertainments’, San Diego Zoo’s, and the Kennedy Space Center’s branded mobile apps.

Like us, the folks at Attractions.io are on a mission to elevate our experiences. Their latest launch adds in-app photos to the Attractions.io mobile app, giving guests more time to view, purchase and share their media with loved ones. 

Impressively, 88% of consumers say they trust content and recommendations from their friends and family over any other form of marketing – making user-generated content, like photo sharing, an essential strategy for your marketing team this season (according to Nielsen, in its global Trust in Advertising Study in 2021).

To learn more about Attractions.io and the new in-app photo feature, visit Attractions.io/photos.

 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Scheduling and correspondence by Kristen Karaliunas
• Summary by Mason Nichols
• Video editing by Abigail Giganan

 

To connect with AttractionPros: attractionpros@gmail.com

Episode 293 - Jeff Fromm talks about generational mindsets, moments that matter and knowing your editorial authority

Jeff Fromm is a serial entrepreneur, distinguished author, Forbes contributor, and a consultant for LANE|TERRALEVER. Jeff focuses on the study of youth marketing and trends, helping companies adapt to the new generations becoming more prominent in the market. Through his writing and research, Jeff has taken a deep dive into the attractions industry, seeking to learn what matters most to today’s consumers and employees, who are gaining more and more traction of economic power. In this interview, Jeff shares his knowledge of generational mindsets, moments that matter, and knowing your editorial authority. 

Generational Mindsets

 

"You can be in your 50s and have a Gen Z mindset."

 

Simply put, generations are demographics. Oftentimes, we see splits in market interests and engagement between generations. Because of this, marketing needs to be applied in different ways to apply to different generations. Jeff knows that each generation has its own unique characteristics and preferences, which play a significant role in shaping their attitudes and behaviors towards various products and services. Understanding these differences is crucial for any business, including the attractions industry, to effectively market and reach their target audience.

 

However, generations are not limited to age ranges, despite the way that most people view them.  Generations should be viewed as mindsets that can transend age groups, debunking myths like everyone who is considered Gen Z due of their age is tech savvy, or that Baby Boomers don’t care about sustainability or social justice.  By focusing on generations as mindsets instead of birth year, you can better serve all of your stakeholders.

Moments That Matter

 

"The new frontier for competition is all about the customer experience."

 

Jeff knows that in today's world, it's important to engage diverse audiences in a way that goes beyond simply providing information or entertainment. While these factors are crucial, it's equally important to ensure that the content resonates with the audience. By adding elements of surprise and delight to the experience, the education can become more meaningful and memorable and contribute to a better guest experience.

 

Creating memorable experiences for guests involves carefully crafting the entire guest journey, from pre-visit to post-visit. It's not just about keeping guests entertained while they're on-site, but also about building excitement leading up to their visit and encouraging them to share their experience on social media afterwards. Experiences need to be tailored to each stage of the journey, whether it's through targeted advertising, personalized communications, or unique experiences.

 

Knowing Your Editorial Authority

 

"Profit is good, but if you only focus on profit you aren't serving all of your stakeholders."

 

Jeff emphasizes that brands need to know their editorial authority. Knowing your company's position on a subject and taking proper action is absolutely crucial to success in the long term. Great brands can do it wrong, and Jeff states that the best way to go about these situations is to listen to your consumers, employees, and be consistent with your message. 

 

Jeff shares that consumers will pay a small premium to companies whose values align with theirs. Staying true to your brand message can build an emotional connection with consumers and promote loyalty, making it easier to achieve your goals. By consistently upholding your company's values, you create a sense of trust with your audience and reinforce your brand identity, which can set you apart from competitors in the market. 

To connect with Jeff, you can find him on LinkedIn or visit his website here. 

This episode is kindly sponsored by Attractions.io, the guest experience platform behind Merlin Entertainments’, San Diego Zoo’s, and the Kennedy Space Center’s branded mobile apps.

 

Like us, the folks at Attractions.io are on a mission to elevate our experiences. Their latest launch adds in-app photos to the Attractions.io mobile app, giving guests more time to view, purchase and share their media with loved ones. 

 

Impressively, 88% of consumers say they trust content and recommendations from their friends and family over any other form of marketing – making user-generated content, like photo sharing, an essential strategy for your marketing team this season (according to Nielsen, in its global Trust in Advertising Study in 2021).

 

To learn more about Attractions.io and the new in-app photo feature, visit Attractions.io/photos.

This podcast wouldn't be possible without the incredible work of our amazing team:

• Scheduling and correspondence by Kristen Karaliunas
• Summary by Mason Nichols
• Video editing by Abigail Giganan

 

To connect with AttractionPros: attractionpros@gmail.com

Episode 292 - Ray Lauenstein talks about history of making waves, water amenities outside of water parks, and surfing without the ocean

Ray Lauenstein is the Director of Business Development at ADG (Aquatic Development Group), a leading North American waterpark design, construction, and manufacturing firm. From a young age, Ray had a passion for water and nature while he was exploring, and this passion continued to follow him through his professional career. After starting in sports leisure and baseball training, Ray found his way to ADG through a friend's recommendation, where he rekindled his love for water. With over a decade of experience at ADG, Ray was recently promoted to Director of Business Development, where he aims to bring the joy of water to people around the world. In this interview, Ray shares insights on the history of making waves, water amenities beyond traditional water parks, and surfing without the ocean.

History of Making Waves

 

“When you stand still, you fade away.”

 

ADG initially entered the industry as a pool contractor, constructing Olympic-sized pools for clients in the region. However, as the market for traditional pools began to decline, ADG's leadership recognized the need to innovate and set themselves apart. They started drawing inspiration from around the world, and ventured into the market of creative water, which ultimately definesd their identity today.

 

As ADG continued to grow and innovate, they acquired other companies and continued to find inspiration for their products, which can now be found in water parks worldwide. Today, ADG is a design-build firm and manufacturer, offering a wide range of products and services to help clients take their next big dive in the market.

Water Amenities Outside of Water Parks

 

“Everyone loves water.”

 

While ADG is well-known for their work in water parks, they have expanded their reach into other sectors as well. They have worked with clients in RV resorts, zoos, aquariums, and other areas where water-based entertainment could add another dimension to the experience. ADG's focus on innovation has allowed them to continue pushing the boundaries of what's possible, and their expertise in creating unique water experiences is highly sought after by their clients.

 

Water features are a versatile and universal attraction that can enhance any environment, regardless of language or cultural barriers. Whether it's a pool in a sports stadium or an interactive spray pool in an aquarium, these water features can add a dynamic and immersive dimension to any experience. The appeal of water-based entertainment is widespread, and by incorporating these features into new areas, the guest experience can be taken to another level. 

Surfing Without the Ocean 

 

“Surf is the anchor, and we’re layering it with the social piece.”

 

Starting with a small attraction off of I–drive in Orlando, ADG has always been working to create surf technology ahead of its time. Since catching their first wave, ADG has gone through many renditions of their compact surfing simulator, eventually leading them to epic-surf, a surfing simulator that can use a real surfboard with a water depth of 3-5 ft. 

 

With this innovation, ADG can create new experiences for land-locked guests, and also help inspire the next generation of great surfers. After all, anywhere people can find a wave, they’ll ride it. By taking advantage of this growing market ADG hopes to take compact-footprint surfing to the next level. 

To connect with Ray, you can find him on LinkedIn. To learn more about ADG, visit their website here. 

This episode is kindly sponsored by Attractions.io, the guest experience platform behind Merlin Entertainments’, San Diego Zoo’s, and the PGA Championship’s branded mobile apps. Like us, the team at Attractions.io are on a mission to elevate our guest experiences and ensure they exceed the expectations of today’s digitally native guests. By combining a branded mobile app with an operator console that consolidates behavioral data from every touchpoint in the guest journey, the Attractions.io platform empowers operators with the tools they need to increase guest satisfaction, spending, and loyalty. To learn more about how Attractions.io can help you connect your end-to-end guest experience, visit Attractions.io/howitworks.

 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Scheduling and correspondence by Kristen Karaliunas
• Summary by Mason Nichols
• Video editing by Abigail Giganan

 

To connect with AttractionPros: attractionpros@gmail.com

Episode 291: Matt and Josh talk about high expectations and how to exceed them

Expectations are funny things. As businesses, we strive to exceed them so our guests will want to come back and also share their great experiences with others. The problem is that each guest may have a different set of expectations based on various inputs and experiences, so defining what the expectations are and what exceeding them looks like can be a challenge. In this episode, Matt shares a recent experience where the perception of exceeding expectations was thought to possibly have a negative connotation, which was quite a surprise. Matt asked Josh for his thoughts, and the following conversation about high expectations and how to exceed them was born.

 

Expectations and experiences are both difficult to define

 

Expectations and experiences are in the eye of the beholder. With varied backgrounds, inputs, stimuli, and reactions, it’s unlikely that different people will perceive that same experience in the same way. Businesses that can seek to understand the majority of their guests' expectations and design experiences to exceed those expectations will be the ones who can consistently captivate their audiences.

 

Over-promise and over-deliver your over-promise

 

When marketing an experience, organizations have to strike a fine balance between driving the anticipation of their offerings and the execution in real-time. Many will say, under-promise, so your delivery will create a WOW for your guests. We discuss a different tactic; to over-promise AND over-deliver on your over-promise! In the highly competitive market for your guests' free time and disposable income, you must entice them to visit, get off the couch, get the kids ready, research your policies and hours, and make the decision to give you a try. That takes a compelling message that, if mishandled, could mean that people choose a different outlet for their entertainment. This tactic also means you HAVE to execute at the highest levels because you have raised the stakes, and your guests will be waiting to see if you can deliver. 

 

The intangible moments are where you go beyond what you promised

 

We’ve all had those moments. Those instances that elevate our view of the experience and make it memorable. Like expectations, those moments can be hard to define, but you know it when you feel it. The best organizations know what those feelings are, beyond the behavior, and empower their teams to do what’s right in the moment to create the emotional reaction and connection that leads to loyalty and great word of mouth. Sometimes those intangible moments can’t be planned. They can’t be put on a schedule. It’s a perfect storm of the employee having a deep understanding of what the guest is looking for so they can deliver on that in an authentic way.

 

Meets before exceeds

 

It should almost go without saying that organizations need to work to meet the defined need before trying to exceed it. In the case of an employee, meeting their expectations may include a safe environment, getting paid on time, and a fair schedule. If those are not met, employees will have a hard time buying into efforts made by their leaders - even if they qualify as intangible moments. Those exceeding efforts will fall flat because the basic needs have not been met. 

This episode is kindly sponsored by Attractions.io, the guest experience platform behind Merlin Entertainments’, San Diego Zoo’s, and the PGA Championship’s branded mobile apps. Like us, the team at Attractions.io are on a mission to elevate our guest experiences and ensure they exceed the expectations of today’s digitally native guests. By combining a branded mobile app with an operator console that consolidates behavioral data from every touchpoint in the guest journey, the Attractions.io platform empowers operators with the tools they need to increase guest satisfaction, spending, and loyalty. To learn more about how Attractions.io can help you connect your end-to-end guest experience, visit Attractions.io/howitworks.

 

This podcast wouldn't be possible without the incredible work of our amazing team:

• Scheduling and correspondence by Kristen Karaliunas
• Video editing by Abigail Giganan

 

To connect with AttractionPros: attractionpros@gmail.com