Even a Pirate has the Occasional Bad Day – What to Do When Your Guest Experience Disappoints

It’s not all blue sky, sunshine, and clear sailing for your typical pirate crew. Sometimes, you’re going to have a bad day… It seems like Captain Jack Sparrow has more than his share of bad days; but then again, nothing ventured, nothing gained. He has a unique philosophy about problems: There’s an instructive lesson there Read more about Even a Pirate has the Occasional Bad Day – What to Do When Your Guest Experience Disappoints[…]

The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience

You usually won’t find a pirate without a weapon – most likely, several. Any self-respecting pirate will have a cutlass or sword, probably a dagger, and a flintlock pistol or two. They seem to have regular need of them… When it comes to Guest Experiences, there are also “secret weapons” that you need to have at Read more about The Usefulness of a Pirate’s Weapons and the Secret Weapons of Guest Experience[…]

How Jack Sparrow’s Compass Can Help You Create a Guest Experience Compass

Jack Sparrow’s compass is undoubtedly my most favorite Pirates – Guest Experiences connection. Introduced first in “The Curse of the Black Pearl,” and featured in every movie since then (even teased several times in the most recent trailer to “Dead Men Tell No Tales”), it is perhaps the most important part of Jack Sparrow’s “effects.” Read more about How Jack Sparrow’s Compass Can Help You Create a Guest Experience Compass[…]

The Usefulness of a Map in Your Guest Experiences – Lessons from a Pirate

As navigators on the seas, pirates are adept at using a chart containing a map of the ocean and coastline, usually with a distance scale and other clues on it. Additional information like water depths, location of hidden reefs, and direction of the current is often found on charts. Then there’s maps – as in Read more about The Usefulness of a Map in Your Guest Experiences – Lessons from a Pirate[…]

Great Guest Experience Teams Pay Attention to What’s Out of Sight

…at least, out of their line of sight. Spatial awareness and quick reactions aren’t just characteristics of great athletes – they are absolutely necessary to exceeding your Guest’s expectations. Micah Solomon, a leading authority on customer service excellence,  always has great advice – both in a regular column at Forbes.com and his books Exceptional Service, Exceptional Read more about Great Guest Experience Teams Pay Attention to What’s Out of Sight[…]

Great Organizations Never Stop Searching for Ways to Improve

Great organizations have the mentality of champion athletes and great artists and visionary inventors: they never stop searching for ways to improve. Like snow. In December. In Florida. With a December wedding anniversary, my wife and I have enjoyed trips to many different destinations, celebrating our anniversary with a Christmas theme. One December, we spent Read more about Great Organizations Never Stop Searching for Ways to Improve[…]

How to Create an Authentic, Irresistible Environment for Your Guests

In a sense, Disneyland is a stage – a most unusual stage.   Members of the Disneyland stage, unlike the audience at a movie picture or a Broadway show, do not simply look on. They participate in the drama, the adventure, or comedy. They walk onto the stage. They move through the sets. They touch Read more about How to Create an Authentic, Irresistible Environment for Your Guests[…]

Senses and Sensibility – The Church and Consumers

As you live your life day in and out, you are living the life of a consumer. Where do you consume? Where do you shop? Who provides service for you? Most importantly, why? You may stop at your favorite coffee shop for a good cup of coffee – and the conversations you have with the Read more about Senses and Sensibility – The Church and Consumers[…]

Senses and Sensibility

First impressions of your church campus and facility last. First impressions are automatic – taken in and recorded by our senses, often registered for later recall. More often than not, they make an immediate impact on our decision to participate and to return – or not. We may not agree with it or not, but Read more about Senses and Sensibility[…]