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On this episode of the Memory Makers Podcast, Russ sits down with Josh Liebman, ICAE—Guest Experience Strategist, Founder of Liebman Leisure Group, Co-Host of the AttractionPros Podcast, and Author of The Hospitality Mentality. Josh shares tactical strategies for de-escalating tense situations, empowering frontline staff, and building an intentional service recovery system.
"We can only fix the problems that we know about. Therefore, by you telling me about this issue, we're going to be able to resolve it not only for you, but for future guests as well."
— Josh Liebman, ICAE
Josh hits hard on how to stop viewing service recovery as damage control. By giving guests space to vent, establishing clear operational guardrails for compensation, and shifting from basic customer service to authentic hospitality, your venue turns service failures into your strongest loyalty drivers.
"We can only fix the problems that we know about. Therefore, by you telling me about this issue, we're going to be able to resolve it not only for you, but for future guests as well."
— Josh Liebman, ICAE
Josh hits hard on how to stop viewing service recovery as damage control. By giving guests space to vent, establishing clear operational guardrails for compensation, and shifting from basic customer service to authentic hospitality, your venue turns service failures into your strongest loyalty drivers.
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