Connecting with Arriving Guests – Find Common Ground

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“The most effective way to do it, is to do it.” – Amelia Earhart As we have previously mentioned, it is important that our Ticket Agents build trust with guests during their sales transactions. One easy way to connect and build trust with arriving guests is to find something in common with them. Five Star Sales Associates know to look at articles of clothing, including ballcaps and shirts, to find characters, sports teams, Universities, etc. that guests like and to use this knowledge to connect with the guest in front of them. For example, if a guest is wearing a hat with LSU on it, the Sales Associate might say […]

Praise

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Praise “Praise in public, punish in private” I grew up professionally hearing this phrase. I like the first part, but I would modify it to read “Praise in public and in private” because it is appropriate and should be done in both settings. We learn, grow, and thrive best when we are supported by others, especially our leaders. Case Study: While implementing our Five Star Sales programs with a South Florida client we set up a system to manually track daily sales. In addition to being the easiest process for tracking admission, it was a wonderful way to laud Sales Associates for a good sales day! We would also use […]

A Richer Guest Experience

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lose your eyes. Think of your favorite zoo, aquarium, museum, theme park, or attraction – the one you love the most. Now, imagine taking your family there and you get to oversee planning their day. Money is no object and you can purchase the passes/packages, services, experiences, and any ancillaries that you feel will make the day wonderful. What will you choose to do? Now that you’ve have formed the picture of what the day will entail, imagine that you’ve spent the entire day with your family. You got to see and do all your favorite rides, shows, and experiences. You are in the parking lot walking to your car. […]

Putting the Tickets in Their Hands

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What is there more kindly than the feeling between host and guest?”- Aeschylus I love Broadway musicals! The Grand Finale number is frequently a high value affair that ends the show with a last, memorable tune that tends to stick in your brain like taffy to your fingers on a warm summer day. It is the final note that typically leaves you in a great, high-flying mood as you leave the theater. When you think about the last moments of a Five Star sales interaction between your team and guests, shouldn’t the arriving guests walk away from the ticket area feeling the same way? A Five Star sales interaction starts with […]

The Value of Experience

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“Begin with the end in mind” Stephen R. Covey I love roller coasters! From classic wooden coasters like the Giant Dipper in San Diego to flying coasters like Manta at SeaWorld in Orlando, I enjoy them all. One of my favorite coaster parks is Cedar Point in Sandusky, Ohio. The park is bursting at the seams with amazing coasters as well as other thrills from A to Z. In fact, I will never forget my last trip there when I rode Raptor. It was the summer of 1994 and I was visiting relatives in the Toledo area. Any time I made a trip to Ohio, I insisted that we take […]

Hasta La Vista, Baby! Why you must terminate your Kiosks today.

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Hasta La Vista, Baby! Why you must terminate your Kiosks today. “No fate but what we make” – Kyle Reese, Terminator 2: Judgement Day Kiosks are the ruin of an effective front gate. They process only the most basic of transactions, they fail to maximize revenue, and as a result they leave a tremendous amount of money on the table. Even the best, most intuitively-designed kiosk can never hold a candle to the effectiveness of an engaged and well-trained Sales Associate. The reason for this goes to the heart – quite literally – of what it means to be human. As humans, we care, we love, we commit…in other words, […]

Giving Back to Your Guests

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Increase Attendance and Loyalty in the Off-Season “You don’t earn loyalty in a day. You earn loyalty day-by-day.” Jeffrey Gitomer The holiday season is over and it is still a long time before we will see the large crowds of Spring Break and the Summer Season. When planning our Special Events much of our attention is focused on our busiest seasons for obvious reasons; increased attendance and revenue make it easy to justify extra staffing and shows. We frequently look at our “Shoulder” or Off-Season as the time to scale back our offerings. It seems to make sense; after all, we have fewer guests, but what if instead of cutting […]

Buy In — How to Influence Performance and Drive Success

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Action comes about if and only if we find a discrepancy between what we are experiencing and what we want to experience. – Phillip J. Runkel, Professor of Psychology and Education, University of Oregon What’s in it for me? In today’s society that is the question many people (including our employees) ask themselves when they are asked to do something…especially if it is something new or different from what they are used to. Whenever we teach the tenants of Operation: Pineapple’s Five Star Sales program we work to determine the most effective way to achieve “buy-in” with the team; that is the key to success. This could mean creating a […]

Construya una experiencia mejor de la huésped

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Gestión de ingresos Ejecución operacional Gestión de experiencia de huéspedes Tecnología e integración   Feliz Año Nuevo. Hoy, quiero compartir algo de comida para pensar mientras empezamos a ejecutar nuestras 2018 estrategias y planes operacionales. Como operadores de atracción, todos nos esforzamos por presentar la mejor experiencia posible de los huéspedes. Sabemos que nuestros huéspedes quieren tener la mejor experiencia posible y sabemos que van a pagar más para conseguirlo. Cuando creamos productos y paquetes que están llenos de mejoras significativas, los comercializamos correctamente, y capacitamos a nuestro personal para posicionarlos a la audiencia correcta, estamos contribuyendo a una experiencia de huésped mejorada. Aquí hay 4 estrategias para impulsar los […]

Construisez une meilleure expérience d'invité

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Gestion des revenus Exécution opérationnelle Gestion de l'expérience client Technologie et intégration   Bonne année. Aujourd'hui, je veux partager un peu de nourriture pour la pensée que nous commençons à exécuter nos stratégies 2018 et plans opérationnels. En tant qu'opérateurs d'attraction, nous nous efforçons tous de mettre en avant la meilleure expérience possible d'invité. Nous savons que nos clients veulent avoir la meilleure expérience possible et nous savons qu'ils vont payer plus pour l'obtenir. Lorsque nous créons des produits et des forfaits qui sont emballés avec des améliorations significatives, les commercialisent correctement, et de former notre personnel pour les positionner à la bonne audience, nous contribuons à une meilleure expérience […]