Episode 383: Matt and Josh talk about Service Recovery Hero

AttractionPros Podcast

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One of the biggest struggles that attractions face is service recovery and complaint resolution. To address this, Josh is excited to release a new online course called Service Recovery Hero, which allows attraction operators to streamline the service recovery process and use guest complaints to grow the business. Designed for the attractions industry, the course offers actionable strategies to handle complaints, empower employees, and turn service failures into opportunities for growth. In this episode, Matt and Josh delve into the nuances of service recovery, showing how it should be treated as a necessary component of any business strategy.

Guests Aren’t Complaining Enough

"Less than 4% of people who have an issue are actually going to speak up about it."

Guest feedback provides a wealth of insights, but the majority of dissatisfied guests remain silent. To get more complaints, embrace the four key pillars for collecting guest feedback: onsite channels, post-visit surveys, mystery shops, and public reviews. These pillars ensure businesses capture and act on valuable information to improve the guest experience proactively.

Train Your Staff for Complaint Resolution

"The LAST model stands for Listen, Apologize, Solve, and Thank."

One cornerstone of service recovery is the LAST model, a structured approach to handling complaints. Training staff in this model equips them to navigate difficult conversations and resolve issues effectively. By emphasizing empathy and empowerment, this framework minimizes disruptions and enhances guest satisfaction.

Empower Team Members with Recovery Tools

"There is so much you have to offer that has high value to guests but low cost to your business."

When you implement a robust recovery toolbox, you enable team members to resolve complaints without managerial escalation. By offering high-value, low-cost solutions—like complimentary tickets or experiential compensation—teams can address issues swiftly and achieve higher levels of guest satisfaction.

The Importance of Documentation

"Documenting recovery efforts helps track trends, coach team members, and prevent abuse."

Documentation is essential for managing service recovery effectively. It allows businesses to identify repeat offenders and ensure recovery measures are applied judiciously. This systematic approach also helps refine operational strategies based on aggregated feedback.

Handling Public Reviews and Online Feedback

"Your response to a review is not just for the reviewer but for everyone who reads it."

Public responses to negative reviews require tact and professionalism, along with validating the guest’s concerns and stresses further discussion offline. This approach not only addresses the reviewer’s issue but also demonstrates the organization’s commitment to service excellence to potential future guests.

Plan for the Worst

"Even irate or unreasonable complaints can be addressed with a structured approach."

Part of your service recovery strategy is to prepare for worst-case scenarios, including obscure and aggressive complaints. Training staff to use conflict resolution strategies, while maintaining safety, ensures even the most challenging situations are managed effectively.

Grow Through Guest Feedback

"The solution is not the opposite of the problem but solving for the perception behind it."

Guest feedback offers opportunities for continuous improvement. Aggregating data and addressing systemic issues can lead to long-term enhancements in operations. This iterative process ensures guest satisfaction remains a cornerstone of the business.

Service Recovery Hero is available now as a self-paced online course tailored for the attractions industry. Click here to access the course at a 20% discount. Elevate your guest experience strategy and become the hero your guests deserve!

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

• Scheduling and correspondence by Kristen Karaliunas
• Audio and Video editing by Abby Giganan

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