OVER DEZE AFLEVERING
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.
Engels
Verenigde Staten
TRANSCRIPTIE 🔗
Are you the producer of this podcast?
Add a podcast transcript
Need Audio-to-Text?
Transcribe with Listen411 in Just 60 Seconds
OUDE AFLEVERINGEN ZOEKEN
Zoek naar eerdere afleveringen van Memory Makers Podcast.
ANDERE AFLEVERINGEN IN DEZE PODCAST
On this edition of the Memory Makers Podcast, Russ sits down with the founder of Action Lab Leadership, Danny Gruening, to discuss finding new sources of inspiration. When you run a family entertainment center, it is remarkably easy to get stuck in the day-to-day grind and lose sight of your "why."…
On this episode of the Memory Makers Podcast, Russ chats with Crosse Bearden, Marketing & Events Coordinator at Recoil Trampoline Park in Valdosta, Georgia. Crosse shares his tactical playbook for local community outreach, short-form video content, and practical AI tools.
Rather than clutterin…
On this episode of the Memory Makers Podcast, Russ is joined by Jack Slayton, Co-Founder and Chief Operating Officer at Game Show Studio. Together, they explore the shift toward live entertainment in Family Entertainment Centers (FECs) and location-based venues. Jack shares how transforming underut…
On this episode of the Memory Makers Podcast, Russ sits down with long-time friend, author, and attractions industry veteran Matt Heller from Performance Optimist Consulting.
Matt’s journey in family entertainment and attractions began at age 18 as a ride operator, ultimately leading to over a dec…
On this episode of the Memory Makers Podcast, Russ sits down with Dennis McIntire, VP of Strategic Development and Innovation at B&B Theatres. With over three decades of experience spanning marketing, construction, and corporate development, Dennis delves into the realities of blending movie th…
Disclaimer: De podcast en de illustraties die op deze pagina zijn ingesloten, zijn afkomstig van Creative Works, eigendom van de eigenaar en niet gelieerd aan of goedgekeurd door Listen Notes, Inc.
BEWERKEN
Bedankt voor uw hulp bij het up-to-date te houden van de podcast-database .
