Connecting with Arriving Guests – Find Common Ground

“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 “Geaux Tigers” or if they have a shirt with a character on it, they might say “Oh, I love Mickey too” or “I see you are a Slytherin, I’m a Ravenclaw”.

Some easy items to look for include hats/shirts/bags with:

  • Colleges or Universities
  • Sports Teams
  • Superheroes or other Characters
  • Animals
  • City/Geographical locations

This is a simple step that only takes a few seconds, but the impact can be measured in three great ways:

  1. More engaged Sales Associates
  2. Happier guests who appreciate a more meaningful relationship
  3. Stronger revenue generated through honest and trusting means

Case Study:

The guest stepped up to Kelly’s window and sat her Iced Tea on the counter as Kelly greeted and welcomed her. After exchanging names and a few kind words, Kelly had noticed the cup. “Oh wow” she exclaimed, “Is that the new herbal hibiscus tea?”

“Yes, it is” the guest answered

“I’ve been wanting to try that. I love that there is actually a flower in the drink” Kelly continued.

As the interaction continued Kelly recommended some great options and the guest was very appreciative and receptive to the recommendations because of the connection established when Kelly noticed (and commented on) a flower in a cup of tea.



Have a great week!