COVID was an unfortunate line in the sand for a lot of individuals, families, family companies, and corporations. A lot of procedures changed temporarily, some permanent. And for a time, guest expectations lightened in gratitude of being able to experience all that was <2020. Things started to swivel back to normalcy in 2021 before being temporarily stifled at the entry to 2022.
However as this is being written in June of 2022, despite being in a “background” spike in cases, a public weary of the past two years has mostly shrugged it off and returned to life. I’ve been to parks-
Gone:
- “Social Distancing” stickers (I REALLY hated that term)
- Most sanitary public restroom experience in my lifetime (no sanitizing every 10 minutes)
- 99.8% of the masking (not all masks have vanished- nor will they I suspect)
- Cash. A lot of venues took the opportunity to move to cash cards, debit, & credit
Returning:
- Lines (terrible business model, but loved the “walk on” experience)
- The Entertainment “baby-sitting” service (drop the kids off and go…)
- There are more… but the most important to pay attention to: EXPECTATIONS
In a 10-part series, please accept the above as the intro to each…
Tip #1 for Generating a Positive Guest Experience, Post-COVID:
This seems to get lost. A lot. What managers and staff get numb to with the mundane of everyday operations guests notice. It is true that guests take note of the pomp and circumstance of new attractions, shows, fireworks, etc. But they also observe those things that are ominously missing from the picture.
What is your attention to detail? What are the things that you and your staff have become quite good at “blind-eyeing?”
- String lights with burnt out bulbs.
- Overflowing trash bins
- Chipping paint on interior/exterior
- Burnt pixels on monitors
- Cleanliness of food areas
This is an “including, but not limited to” list and in random order but to just get the thoughts percolating.
Burnt out bulbs: venues spend time and money to line the room, line a building, install chaser lights, have them on the ride- then not maintain the bulbs. There is a large operator that has an entire staff dedicated to maintaining and replacing the accent lighting. Granted, few companies can afford such a department nor have that need. However, accent lighting (and flaws therein) are noticeable. A large reason for accent lighting is to be noticed. Attention to detail: keep bulbs lit.
Overflowing Trash Bins: In the Attractions Industry there is no “he who tops it off, drops it off”- once it tops off, it’ll keep going until a paid staff member addresses it. Let’s face it- most trash smells awful too, best to keep it addressed.
Chipping Paint: this is a tough one. As a rule of thumb fresh paint coating should be in each annual budget. Staying on top of it keeps it from becoming unsightly and a major project later.
Aging monitors/burnt pixels: tough one and a revolving door. However, if you’re going to commit to having monitors for menus, announcements, wayfinding, playing videos in public spots, etc. These are noticeable and can be distracting to an otherwise “put together” environment.
Cleanliness of food areas: I grew up in a community that had a neighborhood sandwich shop with a large cult following. Their “schtick”?- patrons put their USED gum on the exterior wall. Now, when living outside that area it’s kind of a right of passage. But, to those with no experience in the area or location- it can be VERY misunderstood. Conversely, your food locations will not achieve “cult” status and only be viewed as a place to avoid. Even the regulars will avoid it. If there is one area that should benefit from your attention to detail it is this one. Grease- clean it up. Spills on the floor- mop it up. Overflowing trash- keep it empty. Hairnets- don’t be afraid to require it. Hair can be very beautiful on someone’s head. But even one strand on a cheeseburger is memorable for all the wrong reasons.
Here’s a Bonus- Restrooms:
The unfortunate room to visit of every venue; the restroom. I’m sorry- some people are just gross. I’m going to talk to the males who have read this far- some I may be talking to you. Most restrooms have twice as many urinals as they do toilets. Even if there is no urinal line some just feel they have to use the toilet and a significant portion of those individuals have, shall we say, terrible aim. If that’s you- CLEAN UP after yourself. But, if you’re a manager or frontline staff- a great guest experience can be marred by the feeling of the need to bathe in bleach upon returning home. What is your attention to detail here? Families want to feel that they can take their toddler or small child (or any age child) to the restroom and not be grossed out by what might be.
Where are the areas you need to pay better attention to? Some things are forgiving, some are just annoying, and yet some are deal-breakers to repeat visits.
