AP Podcast - Episode 156: De-escalation techniques to help your employees, your guests and your business

The landscape of guest behavior has changed. Due to your new policies, some of your guests feel emboldened to question your rules, putting your team members in uncomfortable situations when guests don’t agree and don’t follow them. The end result is two-fold: employee morale drops, and your business suffers from lost revenue and a damaged reputation.

This episode is a replay of a webinar that originally aired on August 24, 2020.  Matt and Josh apply principles of employee engagement and guest experience so that you can help your team members navigate these unusual times. This circumstance requires a combination of proactive measures put in place to minimize escalated situations, along with a set response plan when guests become unruly.

Additionally, Scot Carson shared aggregated data collected from Amusement Advantage‘s mystery shops related to COVID-19 concerns and how they have impacted the guest experience this summer.

If you have a question or would like to get in touch with Scot, Josh or Matt:

• Scot Carson: scarson@amusementadvantage.com
• Josh Liebman: josh@amusementadvantage.com
• Matt Heller: matt@performanceoptimist.com

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