WEBVTT 00:00:00.270 --> 00:00:02.690 Welcome to the Live with Sondra podcast where 00:00:02.690 --> 00:00:05.290 we dive deep into business, tech, and entrepreneurship. 00:00:06.150 --> 00:00:09.349 Hosted by me, Sondra Shannon, CEO of GateMaster 00:00:09.349 --> 00:00:12.689 Technology. Each show, we explore the latest 00:00:12.689 --> 00:00:15.009 trends in ticketing attractions and guest experience, 00:00:15.369 --> 00:00:17.929 helping you stay ahead of the curve in this ever 00:00:17.929 --> 00:00:21.510 -evolving world of attractions and events. Whether 00:00:21.510 --> 00:00:24.010 you're an industry expert or just getting started, 00:00:24.269 --> 00:00:27.129 this show has insights to inspire and empower 00:00:27.129 --> 00:00:30.480 you. Today's episode is sponsored by GateMaster 00:00:30.480 --> 00:00:32.799 Technology, your trusted partner for ticketing 00:00:32.799 --> 00:00:36.000 and attraction management solutions. Let's get 00:00:36.000 --> 00:00:42.479 started with the show. Here we go. Welcome, everyone. 00:00:42.719 --> 00:00:44.520 I want to welcome you back to the Live with Sandra 00:00:44.520 --> 00:00:47.359 show where we dive into conversations that spark 00:00:47.359 --> 00:00:51.060 new thinking and shine light on the people shaping 00:00:51.060 --> 00:00:53.640 the future of attractions and hospitality world. 00:00:53.880 --> 00:00:57.789 So let me start today. with our question of the 00:00:57.789 --> 00:01:00.570 day for those of you listening or watching. Love 00:01:00.570 --> 00:01:02.570 to hear your feedback in the chat. Send us a 00:01:02.570 --> 00:01:05.750 message. Let us know your thoughts. But my question 00:01:05.750 --> 00:01:08.909 for today is, when was the last time you had 00:01:08.909 --> 00:01:12.629 a truly unforgettable experience at an attraction 00:01:12.629 --> 00:01:17.069 or restaurant or destination? Was it memorable? 00:01:18.150 --> 00:01:22.650 Was it smooth service? Did you receive a single 00:01:22.650 --> 00:01:26.329 moment of kindness? Or was there something unexpected 00:01:26.329 --> 00:01:30.469 that made you feel seen, valued, and even delighted? 00:01:30.810 --> 00:01:33.569 That's exactly what we're talking about today. 00:01:33.670 --> 00:01:38.150 The art and the impact of experience design and 00:01:38.150 --> 00:01:40.329 the internal culture that makes it possible. 00:01:40.909 --> 00:01:44.189 But before we get started. First, we have a word 00:01:44.189 --> 00:01:47.870 from our sponsors. This episode today is brought 00:01:47.870 --> 00:01:50.829 to you by GateMaster Technology, the original 00:01:50.829 --> 00:01:53.409 attraction innovators behind the cashless system, 00:01:53.489 --> 00:01:57.250 and now industry leaders in food and beverage, 00:01:57.450 --> 00:02:00.030 point of sale, and integrated mobile ordering. 00:02:00.670 --> 00:02:03.469 So I want you to imagine this, your guests relaxing 00:02:03.469 --> 00:02:07.290 in their cabana or lounge chair, ordering burgers, 00:02:07.390 --> 00:02:09.530 drinks, and desserts right from their phone. 00:02:09.629 --> 00:02:11.909 With GateMaster's mobile ordering technology, 00:02:12.370 --> 00:02:15.770 they can browse your full menu, place their orders, 00:02:15.870 --> 00:02:19.289 and get notified via text when it's ready for 00:02:19.289 --> 00:02:23.669 pickup or delivery. No lines, no hassle, just 00:02:23.669 --> 00:02:27.770 more time enjoying your experience. Our mobile 00:02:27.770 --> 00:02:30.750 ordering system has been proven to increase revenue 00:02:30.750 --> 00:02:34.629 by 20 to 40%. We believe it's because guests 00:02:34.629 --> 00:02:37.069 can spend more time with your menu and less time 00:02:37.069 --> 00:02:40.129 waiting around. And it's not just about convenience. 00:02:40.750 --> 00:02:42.969 GateMaster gives you everything you need to run 00:02:42.969 --> 00:02:46.629 a smooth operation, full back of the house management, 00:02:46.770 --> 00:02:49.930 location tracking for efficient pickup and delivery, 00:02:50.289 --> 00:02:54.210 seamless tipping and tabbing, real -time text 00:02:54.210 --> 00:02:58.110 notifications for guests, and yes, Our original 00:02:58.110 --> 00:03:01.530 cashless system is fully integrated. It's all 00:03:01.530 --> 00:03:05.669 part of delivering a modern, connected, guest 00:03:05.669 --> 00:03:09.389 -first experience, one that keeps your guests 00:03:09.389 --> 00:03:12.030 coming back. So if you're ready to upgrade your 00:03:12.030 --> 00:03:14.629 food and beverage service, visit GateMaster.com 00:03:14.629 --> 00:03:17.310 and learn how you can make your operations smarter, 00:03:17.509 --> 00:03:20.349 faster, and more profitable. At GateMaster Technology, 00:03:20.830 --> 00:03:22.770 we're leading the way in cashless convenience 00:03:22.770 --> 00:03:28.629 and next -gen guest service. technology. Now 00:03:28.629 --> 00:03:32.129 back to our show. Our guest today is someone 00:03:32.129 --> 00:03:35.289 who has been helping organizations deliver unforgettable 00:03:35.289 --> 00:03:40.849 experiences for decades. Phil Bruno is the chief 00:03:40.849 --> 00:03:43.930 experience officer and founder of Treat Them 00:03:43.930 --> 00:03:49.990 Right Experiences with over 45 years of experience 00:03:49.990 --> 00:03:53.150 in tourism and hospitality, including 17 years 00:03:53.150 --> 00:03:56.250 at Anheuser -Busch. Phil is an award -winning 00:03:56.250 --> 00:03:59.389 trainer, consultant, and speaker who's led programs 00:03:59.389 --> 00:04:03.849 for over 100 ,000 graduates. That's right. I 00:04:03.849 --> 00:04:07.930 said 100 ,000. He's passionate about elevating 00:04:07.930 --> 00:04:10.669 both the guest experience and the employee experience 00:04:10.669 --> 00:04:16.050 because one can't truly thrive without the other. 00:04:16.189 --> 00:04:18.769 And I can promise you this. If you are leading 00:04:18.769 --> 00:04:21.839 a team, hiring seasonal staff, or trying to stand 00:04:21.839 --> 00:04:24.759 out in a crowded market, today's conversation 00:04:24.759 --> 00:04:27.800 will give you practical, powerful perspective, 00:04:27.920 --> 00:04:31.420 and maybe even a little inspiration. So grab 00:04:31.420 --> 00:04:35.259 your coffee, or maybe a quad shot in honor of 00:04:35.259 --> 00:04:40.240 Phil, and let's get into the show. Phil, welcome 00:04:40.240 --> 00:04:43.980 to the show. Thank you very much. I had my quad 00:04:43.980 --> 00:04:46.680 shot earlier today. I'm ready to roll. I'm going 00:04:46.680 --> 00:04:51.000 to get one, and that's it. One quad shot. So 00:04:51.000 --> 00:04:53.319 tell me about this quad shot because I'm a coffee 00:04:53.319 --> 00:04:56.439 drinker, but I don't even know what that is. 00:04:57.079 --> 00:05:03.040 Oh, well, it's four shots of espresso and a little 00:05:03.040 --> 00:05:06.060 bit of milk and you put it in a steamer and you 00:05:06.060 --> 00:05:09.680 got a quad shot latte. I got hooked on it. Oh, 00:05:09.899 --> 00:05:13.660 back in the 90s, I guess when I was managing 00:05:13.660 --> 00:05:17.079 an attraction and you don't have time to sit 00:05:17.079 --> 00:05:21.350 around and drink coffee all day. Get loaded and 00:05:21.350 --> 00:05:24.610 go. I love it. I love it. Just get loaded and 00:05:24.610 --> 00:05:28.350 go. I love it. I'm actually a big fan of coffee 00:05:28.350 --> 00:05:32.230 myself. You and I were talking earlier about 00:05:32.230 --> 00:05:35.610 pets. I'm walking this shepherd I got, this puppy 00:05:35.610 --> 00:05:39.230 shepherd. I walked him three miles today. So 00:05:39.230 --> 00:05:41.589 I said I have to at least walk him a mile and 00:05:41.589 --> 00:05:43.810 a half, two miles a day. But I walked him three 00:05:43.810 --> 00:05:46.790 miles. But my motivation is the coffee shop in 00:05:46.790 --> 00:05:51.620 between. That's what gets me going is that coffee 00:05:51.620 --> 00:05:53.639 shop. But thank you, Phil, for being here today. 00:05:54.060 --> 00:05:56.740 And I know that this is going to be a really 00:05:56.740 --> 00:05:58.920 enlightening conversation for a lot of people 00:05:58.920 --> 00:06:01.220 because you've had 45 years of experience in 00:06:01.220 --> 00:06:06.259 attractions and in experience and culture design. 00:06:06.939 --> 00:06:09.699 And I'm curious if you don't mind me just jumping 00:06:09.699 --> 00:06:13.100 into some questions for you. Oh, let's go. If 00:06:13.100 --> 00:06:14.939 you wouldn't mind, you know, one of the things 00:06:14.939 --> 00:06:17.439 that I'm curious about is we know that today's 00:06:17.439 --> 00:06:21.399 visitors. visitor experience expectations are 00:06:21.399 --> 00:06:23.540 fundamentally changing. And this is something 00:06:23.540 --> 00:06:25.139 that we kind of talked about in our pre -show 00:06:25.139 --> 00:06:30.360 conversation. And what do you believe is maybe 00:06:30.360 --> 00:06:34.480 the most critical shift that attractions must 00:06:34.480 --> 00:06:38.240 address right now? We're just jumping right into 00:06:38.240 --> 00:06:43.189 this. I'm going to say anticipating needs. The 00:06:43.189 --> 00:06:45.810 only way you can do that is to know what the 00:06:45.810 --> 00:06:48.209 expectations are and what the needs are to begin 00:06:48.209 --> 00:06:51.230 with. You have to be in touch with the customer 00:06:51.230 --> 00:06:54.850 before they even get there. Your marketing department 00:06:54.850 --> 00:06:58.209 will try to do that. They will try to put out 00:06:58.209 --> 00:07:03.689 messages that your brand postulates and says, 00:07:03.730 --> 00:07:08.170 if you come here, we will make you feel like 00:07:08.170 --> 00:07:13.720 this. Everyone needs to know. The brand promise, 00:07:13.980 --> 00:07:17.240 because you know what? You're the brand promise 00:07:17.240 --> 00:07:19.800 keeper. You have to keep the promise of what 00:07:19.800 --> 00:07:23.060 the brand has said. You know, if you come to 00:07:23.060 --> 00:07:27.339 our attraction, this is how you will feel. We 00:07:27.339 --> 00:07:30.079 will make you feel great about the time you spent 00:07:30.079 --> 00:07:32.480 with us, the money you spent with us, the choice 00:07:32.480 --> 00:07:37.540 that you made. And here are the activities and 00:07:37.540 --> 00:07:39.699 things, different parts of the experience we 00:07:39.699 --> 00:07:43.910 have for you. And if everybody is in tune with 00:07:43.910 --> 00:07:47.009 what the brand promise is and how they keep the 00:07:47.009 --> 00:07:50.470 promise themselves, working at this area or that 00:07:50.470 --> 00:07:54.430 area and anticipating the needs of the guests. 00:07:56.129 --> 00:07:59.750 You know, it's like one place I worked, we were 00:07:59.750 --> 00:08:04.110 doing so well, we wanted to find out, we wanted 00:08:04.110 --> 00:08:07.310 to figure out the questions that go through people's 00:08:07.310 --> 00:08:09.509 minds as they were in different parts of them. 00:08:09.850 --> 00:08:14.889 So, you know, we had a customer focus committee. 00:08:15.569 --> 00:08:19.649 And once we found these things out, we started 00:08:19.649 --> 00:08:22.670 finding ways to answer everything that was in 00:08:22.670 --> 00:08:26.730 people's minds with a yes. So before they answered 00:08:26.730 --> 00:08:29.089 the questions, we knew what they were, and we 00:08:29.089 --> 00:08:33.750 had already fixed or found our way to yes through 00:08:33.750 --> 00:08:37.110 the questions that were already in their minds 00:08:37.110 --> 00:08:42.320 and coming. So what is your question? The answer 00:08:42.320 --> 00:08:44.779 is yes. Wouldn't that be nice if we could do 00:08:44.779 --> 00:08:49.019 that for everyone? Well, you can. There's barriers 00:08:49.019 --> 00:08:52.000 from time to time to procedures and operations 00:08:52.000 --> 00:08:56.659 and budgets to say yes to everything. But there's 00:08:56.659 --> 00:09:03.980 also alternative ways to say yes or no, but we 00:09:03.980 --> 00:09:08.460 can do this or let me offer you this. There's 00:09:08.460 --> 00:09:12.940 always ways to anticipate need. I guess the answer 00:09:12.940 --> 00:09:15.279 to the question would be learn how to anticipate 00:09:15.279 --> 00:09:20.519 needs, find out what people want, and give. Yeah, 00:09:20.559 --> 00:09:22.500 and I love what you said about the brand promise. 00:09:22.580 --> 00:09:25.000 I don't think I've ever heard it put that way 00:09:25.000 --> 00:09:29.000 before today. And I've heard people say, keep 00:09:29.000 --> 00:09:32.940 the agreements that your marketing team is making. 00:09:33.080 --> 00:09:35.240 I've heard that before, and I've heard that. 00:09:35.470 --> 00:09:39.610 And, and, and I I've never actually, I really 00:09:39.610 --> 00:09:42.169 love it. You said your team, your frontline team 00:09:42.169 --> 00:09:44.789 is the promise keepers, right? That's such a 00:09:44.789 --> 00:09:48.360 huge. Mind -blowing thing for me right now because 00:09:48.360 --> 00:09:50.360 I've never heard it put that way, but it is so 00:09:50.360 --> 00:09:54.019 true. At the end of the day, you know, your marketing 00:09:54.019 --> 00:09:57.639 is promising these experiences. They're promising 00:09:57.639 --> 00:10:01.480 that they will feel a certain way and your team 00:10:01.480 --> 00:10:03.679 needs to be aligned with that so they keep that 00:10:03.679 --> 00:10:06.360 promise that your attraction or your experience 00:10:06.360 --> 00:10:09.340 is making with regards to that. And you've emphasized 00:10:09.340 --> 00:10:15.330 in your work experience design, right? And I'm 00:10:15.330 --> 00:10:17.169 assuming that when we talk about, we're not talking 00:10:17.169 --> 00:10:19.049 about the actual design of the experience, but 00:10:19.049 --> 00:10:21.429 this experience design from the perspective of 00:10:21.429 --> 00:10:24.830 your frontline staff or of your team members. 00:10:25.429 --> 00:10:30.830 And while I know a lot of attractions are doing 00:10:30.830 --> 00:10:34.309 a really great job at this. In fact, one of my 00:10:34.309 --> 00:10:37.350 colleagues, Tiffany, was just out at IAPA at 00:10:37.350 --> 00:10:41.870 an IAPA event last week at Holiday World. She 00:10:41.870 --> 00:10:46.610 was just blown away by. the frontline staff and 00:10:46.610 --> 00:10:50.190 the, the care that they took with each and every 00:10:50.190 --> 00:10:54.190 person that was there and how much they exceeded 00:10:54.190 --> 00:10:57.629 the expectations of maybe that brand promise 00:10:57.629 --> 00:11:00.169 that they were making. And, and I mean, we, we, 00:11:00.169 --> 00:11:02.450 we thought we saw it all, but we had never been 00:11:02.450 --> 00:11:04.330 to holiday world. And she's telling me that she's 00:11:04.330 --> 00:11:06.350 like, you gotta go. Cause this is incredible 00:11:06.350 --> 00:11:09.389 what they've done, but you know, what is one 00:11:09.389 --> 00:11:15.570 tangible. action attraction operators can take 00:11:15.570 --> 00:11:19.509 in designing these experiences? And how do they 00:11:19.509 --> 00:11:23.929 routinely exceed new visitor expectations like 00:11:23.929 --> 00:11:25.769 that? If that's something that you're not already 00:11:25.769 --> 00:11:27.929 doing, what would be that one thing that you 00:11:27.929 --> 00:11:30.610 would say they could do? Well, of course, it 00:11:30.610 --> 00:11:32.970 has to be customer focused, employee involved 00:11:32.970 --> 00:11:36.769 with continuous process improvement. There is 00:11:36.769 --> 00:11:41.230 no such thing as a SOP anymore. There hasn't 00:11:41.230 --> 00:11:45.090 been an SOP in 25 years, I think. If you're still 00:11:45.090 --> 00:11:48.049 using them, you need to smack yourself and wake 00:11:48.049 --> 00:11:54.110 up. We are now using current best practices. 00:11:54.529 --> 00:11:56.730 The current best practice is something that, 00:11:56.789 --> 00:12:00.309 as a team, we all agree upon is the best way 00:12:00.309 --> 00:12:03.429 to get this done today. And until we find another 00:12:03.429 --> 00:12:06.169 and better different way, we'll all agree to 00:12:06.169 --> 00:12:08.110 live with this one. And this is how we do what 00:12:08.110 --> 00:12:12.450 we do. You know, like I say, as a team moving 00:12:12.450 --> 00:12:14.450 forward, and that has a lot to do with the internal 00:12:14.450 --> 00:12:17.509 culture. I mean, if there's one thing that you 00:12:17.509 --> 00:12:25.090 have to focus on is what happens inside definitely 00:12:25.090 --> 00:12:31.389 gets reflected outside. I actually used to test, 00:12:31.549 --> 00:12:35.009 not test, but survey my own employees on their 00:12:35.009 --> 00:12:37.789 experience, months and months. As a matter of 00:12:37.789 --> 00:12:41.940 fact, I had a large firm. outside firm do the 00:12:41.940 --> 00:12:45.940 guest experience expectations and surveys as 00:12:45.940 --> 00:12:49.519 well. For the same period, of course, I would 00:12:49.519 --> 00:12:53.360 break it down for the employees. And then once 00:12:53.360 --> 00:12:56.419 I got the two different surveys back, you know, 00:12:56.480 --> 00:13:00.960 it's so tough to get into the 90s when you're 00:13:00.960 --> 00:13:04.080 talking about guests, but it's even tougher to 00:13:04.080 --> 00:13:07.779 get into the 90s of meeting and exceeding expectations 00:13:07.779 --> 00:13:12.279 for employees. So what we found was there was 00:13:12.279 --> 00:13:15.220 a 10 -point difference between my employee satisfaction 00:13:15.220 --> 00:13:19.559 and my guest satisfaction. And we started, we 00:13:19.559 --> 00:13:22.299 were kind of in the 80s, you know, the upper 00:13:22.299 --> 00:13:26.779 70s and 80s with the employees. And the guests 00:13:26.779 --> 00:13:29.980 were in the 80s, upper 80s, I would say, because 00:13:29.980 --> 00:13:35.220 this was a free attraction. However, it was also 00:13:35.220 --> 00:13:38.259 very traditional. I've been around the city for 00:13:38.259 --> 00:13:40.639 a long time, for several generations. I went 00:13:40.639 --> 00:13:42.740 there when I was in kindergarten, and I ended 00:13:42.740 --> 00:13:47.200 up being over 100 people in the operations when 00:13:47.200 --> 00:13:52.559 I was in my 30s. So 10 -point correlation we 00:13:52.559 --> 00:13:55.500 found when we got the highest we ever got. Now, 00:13:55.500 --> 00:13:58.379 this took us three seasons. From our employees, 00:13:58.460 --> 00:14:02.139 it was an 87. You know, 87 % of people said, 00:14:02.220 --> 00:14:05.379 wow. you know this is really cool this is we 00:14:05.379 --> 00:14:07.500 love working here and this is great and it's 00:14:07.500 --> 00:14:09.860 exceeding my expectations are it's exactly what 00:14:09.860 --> 00:14:12.159 i thought it would be one of the two and now 00:14:12.159 --> 00:14:16.799 we got to 97 with the guest experience we realized 00:14:16.799 --> 00:14:21.679 a long time before that year that the employee 00:14:21.679 --> 00:14:24.720 experience actually drove the guest experience 00:14:24.720 --> 00:14:28.350 higher When we got our employee experience, we 00:14:28.350 --> 00:14:31.370 knew because we had to wait for that one because 00:14:31.370 --> 00:14:35.250 it was an outside big firm to come in like seven, 00:14:35.490 --> 00:14:40.029 eight weeks later. After the end of July, we'd 00:14:40.029 --> 00:14:44.070 get it in like September or late August. But 00:14:44.070 --> 00:14:45.610 after a while, we kind of knew it was coming, 00:14:45.750 --> 00:14:48.669 which was really cool. But it took a while to 00:14:48.669 --> 00:14:50.629 get there, you know, and then generations of 00:14:50.629 --> 00:14:52.909 change. There's generations of change that you 00:14:52.909 --> 00:14:56.350 have to go through and people will change. You 00:14:56.350 --> 00:14:59.669 know, change is not easy. Change management is 00:14:59.669 --> 00:15:04.169 a very tough subject and a hard thing to go through. 00:15:04.269 --> 00:15:09.370 But as a leader, you know, you have to realize 00:15:09.370 --> 00:15:12.429 that getting to yes and exceeding expectations 00:15:12.429 --> 00:15:15.529 or at least meeting them every time for every 00:15:15.529 --> 00:15:18.830 guest is really the goal. And there's so much. 00:15:20.110 --> 00:15:24.289 There's so much reward in that. The higher we 00:15:24.289 --> 00:15:30.789 got with guest experience, the higher the gift 00:15:30.789 --> 00:15:33.850 shop sold, the more there was in retail sales. 00:15:34.370 --> 00:15:38.529 People bought more food. They found that they 00:15:38.529 --> 00:15:42.570 had more time where we would eliminate dead spots 00:15:42.570 --> 00:15:44.990 in our experience where we had problems with... 00:15:46.079 --> 00:15:49.080 transportation or things that took time that 00:15:49.080 --> 00:15:51.399 shouldn't have taken time, we fix those problems 00:15:51.399 --> 00:15:56.120 over time with problem -solving teams. Once again, 00:15:56.179 --> 00:15:58.759 it was the employee involvement. You can get 00:15:58.759 --> 00:16:02.399 there. It takes a leader that knows how. It takes 00:16:02.399 --> 00:16:06.000 a leader who maybe has done it before or at least 00:16:06.000 --> 00:16:08.620 has been on the other side trying to get it fixed 00:16:08.620 --> 00:16:12.039 from the inside and might have been frustrated 00:16:12.039 --> 00:16:16.840 in his or her own right. or come in from somewhere 00:16:16.840 --> 00:16:20.539 else so it can be done it can be done i i can 00:16:20.539 --> 00:16:23.100 tell you i've done it well i think it's really 00:16:23.100 --> 00:16:25.759 interesting that you said that the correlation 00:16:25.759 --> 00:16:30.460 between the employee satisfaction and yeah action 00:16:30.460 --> 00:16:33.179 right like that is something that i think a lot 00:16:33.179 --> 00:16:36.970 of A lot of operators maybe aren't looking at, 00:16:37.070 --> 00:16:38.850 right? I mean, if I'm being completely real, 00:16:38.929 --> 00:16:40.470 I'm hearing this for the first time. I've worked 00:16:40.470 --> 00:16:45.129 with hundreds of attractions. And I can see where 00:16:45.129 --> 00:16:49.789 that makes sense because it is the employees 00:16:49.789 --> 00:16:52.389 who are providing a lot of the experience. They 00:16:52.389 --> 00:16:54.750 make up a bit of the experience. So, of course, 00:16:54.809 --> 00:16:58.399 they're feeling about. their workplace environment, 00:16:58.820 --> 00:17:02.200 the culture that they're in certainly would play 00:17:02.200 --> 00:17:06.039 a role. I could see in how the guest experience 00:17:06.039 --> 00:17:09.839 is and what the guest expectations are. And you 00:17:09.839 --> 00:17:13.220 kind of highlighted the correlation between internal 00:17:13.220 --> 00:17:16.079 culture and guest expectations, which is what 00:17:16.079 --> 00:17:20.180 I think you're saying there. What is maybe the 00:17:20.180 --> 00:17:24.319 strongest indicator that attractions internal 00:17:24.319 --> 00:17:29.799 culture is truly set up for success. Is there 00:17:29.799 --> 00:17:32.640 some sort of indicator of that? Low turnover. 00:17:33.980 --> 00:17:39.000 Low turnover. Our industry is set for 70 % turnover. 00:17:39.599 --> 00:17:46.279 Just normal. We have peaks and valleys. We have 00:17:46.279 --> 00:17:50.420 seasons where we... Staff down, we staff up. 00:17:50.480 --> 00:17:54.779 It's going to be easily 70 % turnover. You'll 00:17:54.779 --> 00:17:57.839 find places that have 200 % turnover, and that's 00:17:57.839 --> 00:18:01.220 not good, you know, when you think about it. 00:18:01.359 --> 00:18:04.099 Although core group of employees may stay, all 00:18:04.099 --> 00:18:06.039 these other around keep turning and churning. 00:18:06.259 --> 00:18:08.819 Well, you know, a guest doesn't know who's turned 00:18:08.819 --> 00:18:11.019 and churned. A guest doesn't know who's core. 00:18:11.559 --> 00:18:14.099 And they're getting different experiences, different 00:18:14.099 --> 00:18:17.539 feelings, different. I don't know, different 00:18:17.539 --> 00:18:20.700 impressions from other people who are new and 00:18:20.700 --> 00:18:24.339 constantly in training or maybe they picked the 00:18:24.339 --> 00:18:28.440 wrong or it's too hot that day or it's just a 00:18:28.440 --> 00:18:32.960 nasty time for them. You know, with turnover, 00:18:33.099 --> 00:18:37.200 you're going to have to suffer through, you know, 00:18:37.220 --> 00:18:39.839 not meeting expectations very well. So internal 00:18:39.839 --> 00:18:43.039 culture keeps good people. It keeps good people. 00:18:43.200 --> 00:18:45.980 And I also found out that the best recruiting 00:18:45.980 --> 00:18:49.559 that you can do is from the people that you have 00:18:49.559 --> 00:18:55.220 that are part of that get it. I found that they 00:18:55.220 --> 00:18:59.539 don't want to bring people in that won't make 00:18:59.539 --> 00:19:04.200 it. They want other people to be happy at work 00:19:04.200 --> 00:19:08.829 like they are. you know if they need some skills 00:19:08.829 --> 00:19:11.109 hey they need some skills we can deliver that 00:19:11.109 --> 00:19:13.990 in training you know i think that's part of it 00:19:13.990 --> 00:19:17.029 too you know when when you talk about bringing 00:19:17.029 --> 00:19:21.410 people into an organization the orientation and 00:19:21.410 --> 00:19:25.109 the training has to be done well it can't be 00:19:25.109 --> 00:19:31.589 slap hazard it can't be every 30 days you know 00:19:32.460 --> 00:19:35.700 because on day 31 guess what somebody just started 00:19:35.700 --> 00:19:37.539 what they're going to hang around for three weeks 00:19:37.539 --> 00:19:41.500 without training no it has to be available and 00:19:41.500 --> 00:19:45.140 constant uh in in the latest of which what we 00:19:45.140 --> 00:19:48.119 know so it has to be available has to be constant 00:19:48.119 --> 00:19:51.420 has to be excellent and and it has to have everything 00:19:51.420 --> 00:19:54.859 involved with it that you need them to know um 00:19:54.859 --> 00:19:59.690 without necessarily having to sit 25 people down 00:19:59.690 --> 00:20:01.869 or 10 people down and go through some slides 00:20:01.869 --> 00:20:04.990 and do the whole thing. You know, there's other 00:20:04.990 --> 00:20:07.349 ways to do that now. And I do a lot with online 00:20:07.349 --> 00:20:11.069 learning right now. And it's the preference of 00:20:11.069 --> 00:20:13.430 the younger generations to begin with. And, you 00:20:13.430 --> 00:20:15.509 know, they don't have to go somewhere and sit 00:20:15.509 --> 00:20:18.769 and listen and not get paid on the day off or 00:20:18.769 --> 00:20:21.609 something like that. It's not, that's not a good 00:20:21.609 --> 00:20:25.450 thing. So there's so much, you know, have it 00:20:25.450 --> 00:20:30.500 available. consumable, you know, kind of the 00:20:30.500 --> 00:20:33.920 way they want to consume it and done by a professional 00:20:33.920 --> 00:20:38.240 who understands about learning. Yes. It's particularly 00:20:38.240 --> 00:20:42.579 important now post -COVID because we can't ask 00:20:42.579 --> 00:20:46.079 people to watch a screen for more than five seconds 00:20:46.079 --> 00:20:49.460 without changing that screen one way or another. 00:20:50.420 --> 00:20:53.220 Yeah. They just won't. They can't do it anymore. 00:20:53.829 --> 00:20:56.730 Well, I mean, it's so much distraction, right? 00:20:56.869 --> 00:21:00.849 Like, so as somebody who's training teams or 00:21:00.849 --> 00:21:03.430 leading teams, you're right. You've got to meet 00:21:03.430 --> 00:21:05.670 them in a place where they are wanting to do 00:21:05.670 --> 00:21:09.990 this. Exactly right. It's online, right? Distractions. 00:21:09.990 --> 00:21:11.490 How do you keep their attention? How do you keep 00:21:11.490 --> 00:21:15.230 them engaged? And, you know, I'm a big fan of 00:21:15.230 --> 00:21:17.789 learning management systems, I think is what 00:21:17.789 --> 00:21:19.809 you're referring to, you know, because you can. 00:21:20.480 --> 00:21:25.039 Keep score. I'm in the process of getting a beast 00:21:25.039 --> 00:21:29.660 of a certification right now. And it's harder 00:21:29.660 --> 00:21:32.940 than anyone I've ever done before. But the LMS 00:21:32.940 --> 00:21:34.779 that they're using and the way that they're presenting 00:21:34.779 --> 00:21:39.539 the information, it makes it easy, right? Yeah, 00:21:39.599 --> 00:21:43.799 it should. That's learning design. I mean, a 00:21:43.799 --> 00:21:47.480 professional did that. It's not a mistake. It's 00:21:47.480 --> 00:21:50.779 how... It's what we know works right now and 00:21:50.779 --> 00:21:54.440 that changes. So, you know, learning professionals 00:21:54.440 --> 00:21:58.160 keep up and don't waste your time or money. That's 00:21:58.160 --> 00:22:00.920 important to find somebody who knows what they're 00:22:00.920 --> 00:22:04.579 doing, not just somebody who's done some training 00:22:04.579 --> 00:22:07.680 in the past and can stand up and talk through 00:22:07.680 --> 00:22:13.059 slides. Those days are pretty much gone. Well, 00:22:13.079 --> 00:22:14.640 you know, it's interesting because I don't know 00:22:14.640 --> 00:22:16.720 if you know this about me. I introduced a product. 00:22:17.480 --> 00:22:21.599 um to iapa back in 2019 it was called the uh 00:22:21.599 --> 00:22:24.599 you know what i don't know why i'm drawing a 00:22:24.599 --> 00:22:28.740 blank we got a we essentially got an award for 00:22:28.740 --> 00:22:31.759 a uh actually i still have it on my desk we got 00:22:31.759 --> 00:22:37.700 a brass ring for employee management system now 00:22:37.700 --> 00:22:44.329 um it was it was an mvp So that was 2019, November, 00:22:44.490 --> 00:22:49.589 2019. So 2020 happened and literally it became 00:22:49.589 --> 00:22:53.710 a back burner project for us. And then also not 00:22:53.710 --> 00:22:55.829 something a lot of parks were investing in, in 00:22:55.829 --> 00:22:58.650 2020 because they were trying to save their parks. 00:22:58.849 --> 00:23:02.930 So it was a nice to have, not a must have to 00:23:02.930 --> 00:23:05.569 your point. You know, one of the things that 00:23:05.569 --> 00:23:07.670 we were looking at when we were building this 00:23:07.670 --> 00:23:10.210 management system, and I hope to, I hope to, 00:23:10.210 --> 00:23:13.390 to make that, Something that at the very least, 00:23:13.390 --> 00:23:15.309 I hope somebody designed something like this 00:23:15.309 --> 00:23:17.930 out there because it was such a great idea and 00:23:17.930 --> 00:23:20.750 it gamified the training, you know, and this 00:23:20.750 --> 00:23:23.529 is the generation that's coming. You know, they 00:23:23.529 --> 00:23:26.890 want to get achievements. They want, even today, 00:23:27.029 --> 00:23:30.150 when I finished my walk with my dog, my phone 00:23:30.150 --> 00:23:33.470 sent me a thing saying, you just got an award 00:23:33.470 --> 00:23:37.920 for four weeks of consistent walks. Right. And 00:23:37.920 --> 00:23:40.099 I was so proud of that. And it's like, who, who, 00:23:40.140 --> 00:23:44.000 nobody knows this, but me, but I'm like screenshotting 00:23:44.000 --> 00:23:46.079 it and wanting to post it on the internet. You 00:23:46.079 --> 00:23:48.039 know, I was proud of that. So I see your point, 00:23:48.059 --> 00:23:50.920 your point of training needs to be happening 00:23:50.920 --> 00:23:53.640 every day, almost with your team. And if you 00:23:53.640 --> 00:23:56.640 can make it accessible to them, I mean, even 00:23:56.640 --> 00:23:58.680 if it's just a little bit of something, maybe 00:23:58.680 --> 00:24:02.039 you just have them watch a video today on how 00:24:02.039 --> 00:24:08.109 to make a, a guest happy. Right? Because I think 00:24:08.109 --> 00:24:09.910 what you're saying is it doesn't come naturally. 00:24:10.690 --> 00:24:16.470 It's that easy. And it's also, we used to have 00:24:16.470 --> 00:24:18.529 line -up meetings, we call them, in the morning 00:24:18.529 --> 00:24:21.730 first before opening. It was only five, ten minutes, 00:24:21.809 --> 00:24:24.250 but it was something. Sure. It was something. 00:24:24.269 --> 00:24:26.609 If you didn't have a thought, we gave you the 00:24:26.609 --> 00:24:31.089 thought for the day. Right. It was checking off. 00:24:31.170 --> 00:24:33.950 It was not only taking attendance, it was also. 00:24:34.640 --> 00:24:37.119 Checking where everybody was and making sure, 00:24:37.180 --> 00:24:41.059 you know, that either a lead or a supervisor 00:24:41.059 --> 00:24:43.259 or somebody who was holding the meeting, which 00:24:43.259 --> 00:24:46.240 is not really a forum meeting, it was a stand 00:24:46.240 --> 00:24:50.000 -up thing, was pointing north for today. Here's 00:24:50.000 --> 00:24:51.680 who's coming. We know about these groups. We 00:24:51.680 --> 00:24:54.079 know about this. We know about that. VIPs, here's 00:24:54.079 --> 00:24:57.480 what's going on. Anything else? You know, anything 00:24:57.480 --> 00:24:59.660 new or different about the transportation? Does 00:24:59.660 --> 00:25:02.789 anybody have any questions? Anybody want to bring 00:25:02.789 --> 00:25:05.289 anything up? Let's, okay, ready, you know, go 00:25:05.289 --> 00:25:07.430 through it all, whatever it takes, and just go. 00:25:07.529 --> 00:25:10.769 It was just a contact point every day. And I 00:25:10.769 --> 00:25:13.789 know at attractions that are open, you know, 00:25:13.869 --> 00:25:20.309 12, 15, 16 hours a day, it's a rotation of employees 00:25:20.309 --> 00:25:22.589 from time to time. So there's different ways 00:25:22.589 --> 00:25:24.869 to communicate to people. Sometimes it's the 00:25:24.869 --> 00:25:29.899 blackboard. Sometimes it's the electronic. screen 00:25:29.899 --> 00:25:32.740 that goes across. Sometimes it is quick video. 00:25:32.920 --> 00:25:38.400 So I think that the mix matters just as well 00:25:38.400 --> 00:25:43.059 as the delivery and the message. Yeah. And you've 00:25:43.059 --> 00:25:47.339 got to make it fun today, right? Like fun workplace. 00:25:48.039 --> 00:25:51.920 Fun workplace. And you will learn what fun is 00:25:51.920 --> 00:25:56.660 if you just keep asking. Well, I'm curious. You've 00:25:56.660 --> 00:25:59.859 mentioned discovery visits. Do you mind telling 00:25:59.859 --> 00:26:02.119 us a little bit about that? Sure. I work for 00:26:02.119 --> 00:26:06.240 cities often. For instance, the city of Cleveland, 00:26:06.420 --> 00:26:11.240 Ohio, has hired me to come in. Oh, this was 2015. 00:26:13.059 --> 00:26:16.980 Just an example. People didn't want to come downtown 00:26:16.980 --> 00:26:19.339 anymore. They hadn't been coming downtown because 00:26:19.339 --> 00:26:23.140 it wasn't safe or this or that. It's just dirty. 00:26:23.259 --> 00:26:26.200 And they heard these stories. And people who 00:26:26.200 --> 00:26:28.799 live 20 minutes away in the suburbs hadn't been 00:26:28.799 --> 00:26:32.559 there for like 10, 15 years, you know. Maybe 00:26:32.559 --> 00:26:35.480 sneak in for a ball game to watch the Cleveland 00:26:35.480 --> 00:26:38.660 ball team or the football team. And then back 00:26:38.660 --> 00:26:40.720 out and never come back down and never spend 00:26:40.720 --> 00:26:43.000 money around the parks or anything like that. 00:26:43.200 --> 00:26:47.299 So they said, Phil, one of the things I do, the 00:26:47.299 --> 00:26:50.000 Discover visits, I insist on going to the city, 00:26:50.039 --> 00:26:53.000 of course, and spending time. Walking around 00:26:53.000 --> 00:26:55.240 and being a visitor and seeing how people make 00:26:55.240 --> 00:26:57.539 me feel, that's the experience part of it. How 00:26:57.539 --> 00:27:00.119 do they feel? How do they make you feel? Where's 00:27:00.119 --> 00:27:03.680 the level of hospitality that's happening here? 00:27:04.460 --> 00:27:09.180 And so give me an itinerary for two days and 00:27:09.180 --> 00:27:12.119 a typical guest to your town would have, and 00:27:12.119 --> 00:27:13.920 I'm going to do it. I'm going to go everywhere 00:27:13.920 --> 00:27:15.859 and do everything that you told me that needs 00:27:15.859 --> 00:27:19.700 to be seen. And I'm not necessarily looking for 00:27:19.700 --> 00:27:26.440 the quality of the food. Or the attraction safety 00:27:26.440 --> 00:27:30.720 or anything like that. But I'm looking for how 00:27:30.720 --> 00:27:33.920 are people interacting? How are workers interacting 00:27:33.920 --> 00:27:37.559 with guests? And, you know, it was interesting 00:27:37.559 --> 00:27:42.380 that some of the city have problems with transportation. 00:27:42.440 --> 00:27:45.500 And that was really, really obvious. Cabs were 00:27:45.500 --> 00:27:49.019 not that good. So your first impressions were 00:27:49.019 --> 00:27:54.859 not good. And then, you know, I learn from that. 00:27:55.160 --> 00:28:00.640 I also make sure that I interview workers. For 00:28:00.640 --> 00:28:03.799 instance, I would ask for three or four different 00:28:03.799 --> 00:28:06.460 spots where I could interview three different 00:28:06.460 --> 00:28:10.359 workers at each place. Now, I want to meet, if 00:28:10.359 --> 00:28:13.680 they can arrange this, when we talk to the management, 00:28:13.819 --> 00:28:17.309 say it's a hotel, I want to meet a star. Okay, 00:28:17.349 --> 00:28:19.990 somebody who's always doing the great things 00:28:19.990 --> 00:28:22.809 that outperforms others. I want to meet a solid 00:28:22.809 --> 00:28:26.829 citizen, a person who, that person is the kind 00:28:26.829 --> 00:28:30.670 of person that when you interviewed them, they'll 00:28:30.670 --> 00:28:33.049 say things like, well, I change my oil every 00:28:33.049 --> 00:28:36.450 3 ,000 miles in my car. That's a solid citizen. 00:28:36.710 --> 00:28:38.549 They're going to be there for you every time. 00:28:38.710 --> 00:28:41.950 No high highs, no low lows. You can give them 00:28:41.950 --> 00:28:44.859 the keys and they'll put the coffee on. First 00:28:44.859 --> 00:28:46.680 thing in the morning before anybody gets there. 00:28:46.700 --> 00:28:49.740 It's a solid citizen. And then another, I want 00:28:49.740 --> 00:28:52.380 to meet a problem child. We all know what that 00:28:52.380 --> 00:28:54.980 means. Someone who kind of skates the line of 00:28:54.980 --> 00:28:56.980 what's acceptable and what's not, and what's 00:28:56.980 --> 00:28:58.980 acceptable and what's not, and kind of gets along 00:28:58.980 --> 00:29:01.579 that way. Fine. You know what? All three of them 00:29:01.579 --> 00:29:04.359 have different needs for learning. And when I 00:29:04.359 --> 00:29:08.519 sit with each one separately, okay, I hand them 00:29:08.519 --> 00:29:10.579 the questions. There's only three or four questions, 00:29:10.640 --> 00:29:13.279 really. A few questions to get them talking about 00:29:13.279 --> 00:29:15.980 themselves. Why do they do what they do? What's 00:29:15.980 --> 00:29:18.500 in this for you? What has to be part of a job 00:29:18.500 --> 00:29:20.420 for you? I get them to talk. And then the final 00:29:20.420 --> 00:29:21.900 question is, we're going to build a training 00:29:21.900 --> 00:29:26.039 program from scratch here. What do you want? 00:29:26.599 --> 00:29:30.599 What's got to be in it for you? And I get those 00:29:30.599 --> 00:29:33.619 answers. And, you know, sometimes they'll surprise 00:29:33.619 --> 00:29:36.460 you. Sometimes they'll really surprise you. Sometimes 00:29:36.460 --> 00:29:40.740 the problem child is a thinker. And you never 00:29:40.740 --> 00:29:43.180 knew that. Nobody's asked them what they thought. 00:29:44.099 --> 00:29:49.279 Sometimes, you know, the solid citizen says, 00:29:49.400 --> 00:29:52.019 I don't know, I think everything's just fine. 00:29:52.119 --> 00:29:55.720 But this is not for me, but this is for those 00:29:55.720 --> 00:29:59.319 other people. They need this and they need that. 00:29:59.480 --> 00:30:02.700 And the new people are different than I am or 00:30:02.700 --> 00:30:04.880 they're younger than me and that generation doesn't 00:30:04.880 --> 00:30:07.640 get this. So make sure that's in it. So we get 00:30:07.640 --> 00:30:10.240 all those listed and correlated and jumbled up. 00:30:10.299 --> 00:30:12.539 And you can see the highest need, the medium 00:30:12.539 --> 00:30:14.920 need, and then the kind of ones that are all 00:30:14.920 --> 00:30:17.460 over the place. And you make sure that's part 00:30:17.460 --> 00:30:20.480 of the training program. And you make sure they 00:30:20.480 --> 00:30:23.839 know that you listened and that it's in there. 00:30:24.319 --> 00:30:27.460 That's so much that goes so far with people. 00:30:27.559 --> 00:30:30.940 You know, you can't just promise. or set the 00:30:30.940 --> 00:30:34.240 expectation and not meet it. You know, I want 00:30:34.240 --> 00:30:36.380 to exceed that expectation. I want to do that 00:30:36.380 --> 00:30:38.319 in a much more professional way than they've 00:30:38.319 --> 00:30:41.220 ever seen it done before. So it inspires them 00:30:41.220 --> 00:30:45.220 to do that themselves. So, yeah, my discovery 00:30:45.220 --> 00:30:48.019 visit, I'll also meet with stakeholders in a 00:30:48.019 --> 00:30:50.180 city, you know, people that own the attractions, 00:30:50.460 --> 00:30:52.700 people that are restaurateurs, people that are 00:30:52.700 --> 00:30:55.680 hoteliers. There's usually sometimes, you know, 00:30:55.759 --> 00:30:59.529 in those cities. that are more advanced as far 00:30:59.529 --> 00:31:01.910 as owning their own visitor experience, they'll 00:31:01.910 --> 00:31:05.609 have a committee like that beside their board. 00:31:05.930 --> 00:31:10.150 They'll have a committee like that of members 00:31:10.150 --> 00:31:12.730 or partners that are partners of the visitor 00:31:12.730 --> 00:31:15.529 experience to Cleveland. And they did. They have 00:31:15.529 --> 00:31:19.509 one there too. So pretty much the same question. 00:31:19.609 --> 00:31:22.210 What do you need in this training program? So 00:31:22.210 --> 00:31:25.410 you got to get it all. Get them all involved. 00:31:25.549 --> 00:31:29.069 Get the information. Make sure you use it. Quite 00:31:29.069 --> 00:31:32.109 honestly, 90 % of the time, I kind of know what 00:31:32.109 --> 00:31:35.150 they're going to say. But it's that 10%, you 00:31:35.150 --> 00:31:39.210 know, it's that 10 % difference that really makes 00:31:39.210 --> 00:31:43.609 the shining star of what this training program 00:31:43.609 --> 00:31:46.670 is different for and better than what people 00:31:46.670 --> 00:31:49.930 have seen before. So the discovery visit is very 00:31:49.930 --> 00:31:53.119 important. Yeah, and it's interesting. What I 00:31:53.119 --> 00:31:55.220 love, you know, you said earlier in the show 00:31:55.220 --> 00:31:57.160 that, you know, we're not doing SOPs anymore. 00:31:57.440 --> 00:32:01.240 We're doing best practices. And it seems to me 00:32:01.240 --> 00:32:03.740 that those are living things because as you pull 00:32:03.740 --> 00:32:07.140 the team over and over again, you're going to 00:32:07.140 --> 00:32:09.500 get different answers as times and generations 00:32:09.500 --> 00:32:13.019 of people change. And then also as like the next 00:32:13.019 --> 00:32:16.299 generation of people. you got to anticipate a 00:32:16.299 --> 00:32:19.819 whole different need in terms of training. And 00:32:19.819 --> 00:32:22.759 I mean, I look at how my kids learn today and 00:32:22.759 --> 00:32:26.640 it is so different than how I learn. Right. And 00:32:26.640 --> 00:32:31.339 so I, I hear what you're saying. Oh yeah. It's, 00:32:31.339 --> 00:32:35.119 it's, it's so true. You know, not only that, 00:32:35.259 --> 00:32:39.859 but the, the worker has changed. The generations 00:32:39.859 --> 00:32:42.920 have changed in my training programs. I include 00:32:42.920 --> 00:32:48.220 one. one five -minute lesson on generational 00:32:48.220 --> 00:32:51.920 differences. You know, we have to address it. 00:32:51.940 --> 00:32:56.920 It's there. And it helps. It helps people with 00:32:56.920 --> 00:32:59.759 the generational differences. And it's not just, 00:32:59.880 --> 00:33:02.720 I don't talk about generational differences between 00:33:02.720 --> 00:33:05.579 coworkers as much. I talk about generational 00:33:05.579 --> 00:33:11.240 needs of guests, different needs, the baby boomers 00:33:11.240 --> 00:33:15.009 that are 60 to 80. They may be traveling with 00:33:15.009 --> 00:33:18.690 three generations. They may have a grandchildren, 00:33:19.009 --> 00:33:22.349 their children themselves. So their needs are 00:33:22.349 --> 00:33:26.670 different than Gen Z who's just starting to travel, 00:33:26.789 --> 00:33:29.509 get out there on their own, or millennials who 00:33:29.509 --> 00:33:34.210 are having small children or still kids in grade 00:33:34.210 --> 00:33:36.390 school or even high school. and they're getting 00:33:36.390 --> 00:33:39.049 around it's different so um you know that's uh 00:33:39.049 --> 00:33:41.829 generations have a lot to do with it expectations 00:33:41.829 --> 00:33:44.470 and how they're raised and how the world changed 00:33:44.470 --> 00:33:49.549 them as they grew up and it's an important investment 00:33:49.549 --> 00:33:53.190 in time yeah i think i think that's really an 00:33:53.190 --> 00:33:55.750 a great point to bring up and one thing that 00:33:55.750 --> 00:33:58.789 we've done in our in our home is our kids are 00:33:58.789 --> 00:34:02.210 all sudbury kids so they're mixed ages throughout 00:34:02.210 --> 00:34:05.430 their entire education They're always mixing 00:34:05.430 --> 00:34:08.690 ages, including, you know, working side by side, 00:34:08.690 --> 00:34:10.989 the staff. And one of the things that I've noticed 00:34:10.989 --> 00:34:14.909 is, you know, the, and I appreciate you bringing 00:34:14.909 --> 00:34:17.349 it up. There is a little bit of ageism that happens, 00:34:17.550 --> 00:34:21.030 right? Not just younger generations, but also 00:34:21.030 --> 00:34:23.969 older generations. And you're right. It is such, 00:34:23.989 --> 00:34:26.150 I've never had anybody come on the show and mention 00:34:26.150 --> 00:34:28.070 that, Hey, we've got to consider the different 00:34:28.070 --> 00:34:31.030 generations that are visiting the park because 00:34:31.030 --> 00:34:34.260 their needs are different for sure. if you've 00:34:34.260 --> 00:34:36.500 got three generations traveling together, they're 00:34:36.500 --> 00:34:38.639 going to have different needs than somebody who 00:34:38.639 --> 00:34:43.440 just has, you know, a stroller for little kids, 00:34:43.460 --> 00:34:47.219 which I've been there too, right? Yeah. And it 00:34:47.219 --> 00:34:50.510 does change the experience. based on the group 00:34:50.510 --> 00:34:52.949 of people who are coming, but also, you know, 00:34:52.949 --> 00:34:54.989 having your team educated on how they can best 00:34:54.989 --> 00:34:57.590 deal with that. We were, we, I just did a meetup 00:34:57.590 --> 00:35:00.829 over at Morgan's Wonderland, amazing place. It's 00:35:00.829 --> 00:35:04.150 the most inclusive park today. And they see a 00:35:04.150 --> 00:35:08.170 lot, they have a lot of families who have children 00:35:08.170 --> 00:35:11.949 with disabilities and they don't, they have a 00:35:11.949 --> 00:35:14.769 quiet room that they don't announce to the public. 00:35:14.789 --> 00:35:16.070 Cause they're like, everybody would want to be 00:35:16.070 --> 00:35:19.829 in this room all day, right? But. All of their 00:35:19.829 --> 00:35:24.269 team members have been trained to, when they 00:35:24.269 --> 00:35:27.050 see someone having a hard time and needing that 00:35:27.050 --> 00:35:32.010 space, every single team member knows that they 00:35:32.010 --> 00:35:34.849 can show them that space. Yeah, you have to recognize 00:35:34.849 --> 00:35:39.309 first. It's so important. Another lesson I have 00:35:39.309 --> 00:35:43.349 in my programs is social inclusion. And you just 00:35:43.349 --> 00:35:47.110 said it, recognize. and know the resources and 00:35:47.110 --> 00:35:50.429 uh you know know how to help folks and and the 00:35:50.429 --> 00:35:54.210 people who've done so much work in this is uh 00:35:54.210 --> 00:35:58.489 i have to say museums you know museums have focused 00:35:58.489 --> 00:36:01.730 so much on special needs for a long time now 00:36:01.730 --> 00:36:05.989 and um i really admire you know the time and 00:36:05.989 --> 00:36:11.219 uh budget and that they've taken in the amount 00:36:11.219 --> 00:36:13.159 of effort that they've taken to make sure that 00:36:13.159 --> 00:36:15.780 everyone is taken care of as far as they can 00:36:15.780 --> 00:36:20.480 possibly see. So they've been out there for a 00:36:20.480 --> 00:36:23.579 long time now. Good place to benchmark, by the 00:36:23.579 --> 00:36:26.280 way. Well, I heard it put a very interesting 00:36:26.280 --> 00:36:31.579 way. I am a delegate for a team that is helping 00:36:31.579 --> 00:36:34.800 open the Outlier Center of Inclusive Design at 00:36:34.800 --> 00:36:38.280 Cambridge University out in Cambridge in the 00:36:38.280 --> 00:36:40.920 UK. And what was interesting is one of the professors 00:36:40.920 --> 00:36:44.599 said one time, he said, when we design to include 00:36:44.599 --> 00:36:46.679 everybody, what you're really thinking about 00:36:46.679 --> 00:36:50.440 is all of our future self, right? The end of 00:36:50.440 --> 00:36:53.739 the day. So, I mean, this should be something 00:36:53.739 --> 00:36:56.119 that everybody is considering always, right? 00:36:56.260 --> 00:36:58.840 Because we're all at some point are still going 00:36:58.840 --> 00:37:01.440 to have these experiences and hope that people 00:37:01.440 --> 00:37:04.340 know how to take care of us when we get there 00:37:04.340 --> 00:37:07.800 and that that's there for us. Well, I know we're 00:37:07.800 --> 00:37:09.719 bumping up against time, but I really wanted 00:37:09.719 --> 00:37:12.960 to hear from you on the Hope at Home program. 00:37:13.239 --> 00:37:18.340 I know that you provided over 7 ,500 certificates 00:37:18.340 --> 00:37:22.940 to unemployed workers during COVID. And I know 00:37:22.940 --> 00:37:24.980 people get so tired of hearing about the pandemic, 00:37:25.019 --> 00:37:30.019 but that was such an interesting time for so 00:37:30.019 --> 00:37:32.579 many people, especially entrepreneurs like myself. 00:37:33.179 --> 00:37:35.719 and people who had to be out there and figure 00:37:35.719 --> 00:37:39.139 out what we were going to do. And what you did, 00:37:39.460 --> 00:37:43.920 7 ,500 people for 7 ,500 unemployed workers, 00:37:44.239 --> 00:37:47.380 I think we've got to showcase that here today. 00:37:47.619 --> 00:37:51.460 Oh, thank you. It's just what you said. How are 00:37:51.460 --> 00:37:54.039 we going to make this? What's going to happen 00:37:54.039 --> 00:37:59.380 here? I had 7 ,500 contacts on my LinkedIn pages 00:37:59.380 --> 00:38:06.090 and my LinkedIn friends. And toward the end of 00:38:06.090 --> 00:38:11.969 COVID, I had 1 ,500. Our industry, the tourism 00:38:11.969 --> 00:38:16.110 industry itself, lost 75 % of our workers. The 00:38:16.110 --> 00:38:19.369 money comes from tourism, from hotels, taxes 00:38:19.369 --> 00:38:26.469 handed over to DMOs that manage the cities or 00:38:26.469 --> 00:38:31.139 manage the destinations. And those people are 00:38:31.139 --> 00:38:34.119 gone. And what did they have to take with them? 00:38:34.199 --> 00:38:38.340 Not much, you know. And I thought, you know what, 00:38:38.420 --> 00:38:40.739 I have done a lot of management development training 00:38:40.739 --> 00:38:44.659 over the years, not just within this industry, 00:38:44.880 --> 00:38:47.940 but in other industries, Fortune 100 companies, 00:38:48.099 --> 00:38:51.800 Fortune 500 companies. I mean, you name it, religious, 00:38:52.380 --> 00:38:58.280 not -for -profits. Even places that, you know, 00:38:58.280 --> 00:39:03.260 the gas company, the electric company, from managers 00:39:03.260 --> 00:39:05.980 and supervisors. And I just thought it was time 00:39:05.980 --> 00:39:10.280 for me to share that with everyone. And so my 00:39:10.280 --> 00:39:13.219 videographer and I got together. I says, listen, 00:39:13.420 --> 00:39:20.260 I, you know, I can't rent a studio and pay an 00:39:20.260 --> 00:39:25.000 actor right now. let's figure out how to do something 00:39:25.000 --> 00:39:27.500 right here at my own house. We put a studio together. 00:39:27.639 --> 00:39:29.940 He knew exactly what I needed to buy. I did it. 00:39:29.980 --> 00:39:32.519 I started recording myself. I took those programs. 00:39:32.719 --> 00:39:36.019 I put them up live on my learning management 00:39:36.019 --> 00:39:39.559 system that I built from my, had built from me 00:39:39.559 --> 00:39:44.139 and my clients only and started promoting that, 00:39:44.199 --> 00:39:46.219 you know, these people needed some skills that 00:39:46.219 --> 00:39:49.420 maybe they didn't have in the jobs they had before. 00:39:49.559 --> 00:39:51.920 And it's just encouragement, you know, to me. 00:39:52.519 --> 00:39:55.199 on coaching skills, how to work with others, 00:39:55.360 --> 00:39:58.699 how to do interviews. You know, one of the big 00:39:58.699 --> 00:40:02.239 things I put on there, I did about 800 interviews. 00:40:02.400 --> 00:40:04.079 You know, when you have a lot of seasonal employees, 00:40:04.300 --> 00:40:07.440 you're going to do a lot of interviews. So I 00:40:07.440 --> 00:40:09.760 really got into behavioral interviewing skills 00:40:09.760 --> 00:40:13.179 and how to do that well and how to choose people 00:40:13.179 --> 00:40:16.079 or how to slot people or how to put them in the 00:40:16.079 --> 00:40:18.639 right place for them to be more successful based 00:40:18.639 --> 00:40:21.099 upon their answers and what they did in the past. 00:40:21.579 --> 00:40:23.300 When you know what you're going to dip them in, 00:40:23.420 --> 00:40:25.780 you want to know if they've been dipped in it 00:40:25.780 --> 00:40:29.039 before and how they reacted, because that's what 00:40:29.039 --> 00:40:31.960 they're going to do when they work for you. So, 00:40:32.019 --> 00:40:34.960 you know, things like that, just to put through 00:40:34.960 --> 00:40:37.599 to people and say, by the way, you're going to 00:40:37.599 --> 00:40:40.500 be on the other side of this interview now. And 00:40:40.500 --> 00:40:43.300 here's what interviews that I've trained, interviewers 00:40:43.300 --> 00:40:46.699 that I've trained, are looking for. We want to 00:40:46.699 --> 00:40:51.019 hear, we want to hear. Exact information. We 00:40:51.019 --> 00:40:53.940 don't want things to be vague. If you're going 00:40:53.940 --> 00:40:56.159 to tell me a story, I want to hear stories. I 00:40:56.159 --> 00:40:59.360 want to hear the titles. I want to hear what 00:40:59.360 --> 00:41:01.280 time of year it was. I want to hear what the 00:41:01.280 --> 00:41:03.360 problem was. I want to hear how you fixed it 00:41:03.360 --> 00:41:05.760 or how you didn't fix it, how you failed, and 00:41:05.760 --> 00:41:09.320 you learn from that. So be specific. These are 00:41:09.320 --> 00:41:11.679 the things we learn for when we do interviews. 00:41:12.079 --> 00:41:14.460 So I'm turning the tables and teaching people 00:41:14.460 --> 00:41:18.980 how to do that. So it caught on. which was nice. 00:41:19.239 --> 00:41:24.760 I also was networking within a lot of different 00:41:24.760 --> 00:41:28.320 Facebook groups and because the industry started 00:41:28.320 --> 00:41:30.500 forming their own self -help groups, which was 00:41:30.500 --> 00:41:34.460 cool, you know? And so I got in there, I started, 00:41:34.500 --> 00:41:37.019 you know, showing people what I was doing and 00:41:37.019 --> 00:41:39.760 the word spread and they started taking it, which 00:41:39.760 --> 00:41:44.639 was pretty, I don't know, it made me feel good. 00:41:45.130 --> 00:41:47.650 I did something that helped other people, and 00:41:47.650 --> 00:41:49.570 that's pretty much what I do. I help people, 00:41:49.670 --> 00:41:53.090 whether it's frontline skills or management skills, 00:41:53.369 --> 00:41:58.190 so that they can enjoy the work themselves. My 00:41:58.190 --> 00:41:59.949 gosh, if you don't love what you're doing in 00:41:59.949 --> 00:42:02.969 this industry, it's going to show. It's going 00:42:02.969 --> 00:42:07.329 to wear. Yeah, because it's not easy. Look, the 00:42:07.329 --> 00:42:10.030 work that's being done in this industry, we all 00:42:10.030 --> 00:42:12.030 know it's not easy. We were just talking about 00:42:12.030 --> 00:42:14.840 it. We were talking about it earlier today. We 00:42:14.840 --> 00:42:17.619 don't see a lot of the operators watching live 00:42:17.619 --> 00:42:20.539 during the summer, the wintertime we do, but 00:42:20.539 --> 00:42:21.900 in the summer, because they're actually out there 00:42:21.900 --> 00:42:24.920 doing the hard work that it takes to allow people 00:42:24.920 --> 00:42:28.360 to visit, to have the thousands of visitors in 00:42:28.360 --> 00:42:31.940 their parks and attractions, just the sheer work 00:42:31.940 --> 00:42:34.800 of what they do, what they do. I've been in this 00:42:34.800 --> 00:42:38.340 industry for 25 years, not quite 45 yet, but 00:42:38.340 --> 00:42:41.559 I hope to get there. And I have plenty of friends 00:42:41.559 --> 00:42:45.260 who are working in parks. And I know not to bug 00:42:45.260 --> 00:42:48.840 them until September. Right. Right. It's just 00:42:48.840 --> 00:42:50.840 the way that it is. They're they're doing their 00:42:50.840 --> 00:42:54.739 thing. And it's it's not an easy thing. But if 00:42:54.739 --> 00:42:56.820 you love what you do and so many of them do love 00:42:56.820 --> 00:42:59.199 what they do. And I think a lot of that comes 00:42:59.199 --> 00:43:02.079 from what you've shared today. You know, training 00:43:02.079 --> 00:43:04.460 your team, providing them with the right resources 00:43:04.460 --> 00:43:07.280 to make them feel confident. We know one of the 00:43:07.280 --> 00:43:09.820 reasons that when we started building our learning 00:43:09.820 --> 00:43:14.230 management system. that gamified it. One of the 00:43:14.230 --> 00:43:16.670 reasons that that was so important to us is because 00:43:16.670 --> 00:43:18.570 we knew that the reason most people quit their 00:43:18.570 --> 00:43:20.369 job is because they're, it's not even because 00:43:20.369 --> 00:43:22.309 they're unhappy with the culture. Oftentimes 00:43:22.309 --> 00:43:24.449 they don't know, they're not confident in what 00:43:24.449 --> 00:43:29.010 they're doing. You know, what a place to be. 00:43:29.849 --> 00:43:34.929 Yeah. I hear you. It's, it's a part of the reason 00:43:34.929 --> 00:43:37.610 why I went into this. I, you know, in my earlier 00:43:37.610 --> 00:43:39.710 days in high school and college, I worked at 00:43:39.710 --> 00:43:43.489 places. within the industry that I was, you know, 00:43:43.510 --> 00:43:45.349 travel and tourism industry that I was going 00:43:45.349 --> 00:43:48.650 to school for. And I was, I would say I was victim 00:43:48.650 --> 00:43:53.110 of so many poor managers, you know, and however 00:43:53.110 --> 00:43:57.670 I, you know, persisted. And I knew that, you 00:43:57.670 --> 00:44:00.710 know, I was getting good formal training for 00:44:00.710 --> 00:44:03.349 management and all that through my college degree 00:44:03.349 --> 00:44:06.710 in travel, transportation and tourism. And I 00:44:06.710 --> 00:44:09.570 didn't want other people to go through that. 00:44:09.949 --> 00:44:13.570 I don't like when people cut their teeth on other 00:44:13.570 --> 00:44:18.389 people. Yes. It's not good. It's not good. And, 00:44:18.389 --> 00:44:21.769 you know, so often it's just because they don't 00:44:21.769 --> 00:44:24.190 know how to do better. That's all they've ever 00:44:24.190 --> 00:44:27.670 seen. And that's unfortunate. So, you know, making 00:44:27.670 --> 00:44:32.050 training and education on behaviors and skills 00:44:32.050 --> 00:44:34.570 and your approach and what's your natural management 00:44:34.570 --> 00:44:37.329 style when it comes down to it under pressure, 00:44:37.369 --> 00:44:40.219 what do you really like? And then learning how 00:44:40.219 --> 00:44:44.380 to know the difference between different management 00:44:44.380 --> 00:44:47.099 styles and be the kind that you need to be for 00:44:47.099 --> 00:44:50.260 the situation you're in. That really matters. 00:44:50.880 --> 00:44:54.079 And that's a talent, and it takes practice. So 00:44:54.079 --> 00:44:56.539 if you don't even know about it, how could you 00:44:56.539 --> 00:45:01.000 possibly know how to move up and down the dial 00:45:01.000 --> 00:45:04.420 of management style to situational management? 00:45:04.820 --> 00:45:11.420 And that's a key. And that's, that takes, there's 00:45:11.420 --> 00:45:15.059 a, you may have a budget to train people in management 00:45:15.059 --> 00:45:19.219 like that. I think, I think if I'm hearing you 00:45:19.219 --> 00:45:22.760 correctly, and I think I am, nobody, my husband 00:45:22.760 --> 00:45:24.860 says this all the time. Nobody wants to, nobody, 00:45:24.900 --> 00:45:27.619 no kid on the planet is going to say I want to 00:45:27.619 --> 00:45:31.360 grow up and be managed. That's not something 00:45:31.360 --> 00:45:33.179 when you ask a kid what they want to be when 00:45:33.179 --> 00:45:36.659 they grow up, nobody says managed. And I think. 00:45:37.130 --> 00:45:40.590 What you're saying and what this really embodies 00:45:40.590 --> 00:45:43.150 is also that coaching side of things. People 00:45:43.150 --> 00:45:45.090 want to be coached. That's what training is. 00:45:45.170 --> 00:45:47.590 That's what coaches do. They train you. They 00:45:47.590 --> 00:45:50.530 train you. Coaching skills has been the number 00:45:50.530 --> 00:45:54.010 one hottest topic for the last 25 years since 00:45:54.010 --> 00:45:59.969 the late 90s easily. No, nobody wants to be managed. 00:46:00.030 --> 00:46:04.679 Gen X did not want to be managed. They blindsided 00:46:04.679 --> 00:46:07.119 me. They didn't think like me. They didn't want 00:46:07.119 --> 00:46:09.260 to work like me. They didn't. I mean, they had 00:46:09.260 --> 00:46:11.739 things to do after five o 'clock, man. We got 00:46:11.739 --> 00:46:15.679 to go stick around, have beers and pizza with 00:46:15.679 --> 00:46:19.960 you. You know, things to go. It's kind of blindsided 00:46:19.960 --> 00:46:22.260 me. So I looked into the different generations 00:46:22.260 --> 00:46:25.480 and I learned a lot from that. And, you know, 00:46:25.519 --> 00:46:29.440 it's it takes work to be able to change your 00:46:29.440 --> 00:46:32.559 management style. It takes work and you're going 00:46:32.559 --> 00:46:36.019 to make mistakes. But you have to pursue. You 00:46:36.019 --> 00:46:39.039 have to keep trying. And when you try to introduce 00:46:39.039 --> 00:46:42.320 change into an organization, you really need 00:46:42.320 --> 00:46:44.920 all those skills at your fingertips when it comes 00:46:44.920 --> 00:46:47.280 to that. Because some people just ain't going 00:46:47.280 --> 00:46:50.739 to like it. Right. Well, you know what? I appreciate 00:46:50.739 --> 00:46:53.559 you coming on the show today. I appreciate this 00:46:53.559 --> 00:46:55.780 conversation very much because one of my big 00:46:55.780 --> 00:46:59.199 red flags is when I hear someone say, I can't 00:46:59.199 --> 00:47:02.280 find any good people. And the truth is, is, you 00:47:02.280 --> 00:47:05.400 know, my own leadership style changed when I 00:47:05.400 --> 00:47:08.639 heard somebody say that, you know, my job as 00:47:08.639 --> 00:47:11.400 a leader was to ensure the success of other people. 00:47:11.780 --> 00:47:15.739 And that meant teaching them the ways, not necessarily 00:47:15.739 --> 00:47:18.559 manage them. In fact, many of them have their 00:47:18.559 --> 00:47:21.119 own styles on how things can get done. Like you 00:47:21.119 --> 00:47:24.820 said, pull in the room and seeing if there are 00:47:24.820 --> 00:47:28.039 better ideas because as time changes, better 00:47:28.039 --> 00:47:30.349 ideas are going to keep coming up. And you just 00:47:30.349 --> 00:47:33.170 got to be a little bit ahead of people. And that 00:47:33.170 --> 00:47:34.690 was something that you and I talked about a little 00:47:34.690 --> 00:47:37.309 bit earlier today before the show was just really 00:47:37.309 --> 00:47:41.010 being able to lead people. You just got to be 00:47:41.010 --> 00:47:43.030 a little bit ahead of them. But that means you 00:47:43.030 --> 00:47:46.269 got to keep learning. Absolutely. Because they 00:47:46.269 --> 00:47:49.070 change, too. The world changes. The people change. 00:47:49.429 --> 00:47:52.449 You know, I actually did coaching skills for 00:47:52.449 --> 00:47:55.150 the St. Louis Cardinals and the St. Louis Blues 00:47:55.150 --> 00:47:57.400 in the town where I live. I didn't do it for 00:47:57.400 --> 00:48:00.480 the team or the coaches. I did it for all the 00:48:00.480 --> 00:48:04.500 ushers that managed all the other ushers. How 00:48:04.500 --> 00:48:06.719 to coach, how to be there, how to catch people 00:48:06.719 --> 00:48:10.000 doing things right, how to be there when they 00:48:10.000 --> 00:48:14.280 need help to do things better and being present 00:48:14.280 --> 00:48:17.199 and the language that you can use instead of, 00:48:17.199 --> 00:48:20.760 you know, the finger pointing or the other things 00:48:20.760 --> 00:48:24.190 that people have grown up and learned. to do 00:48:24.190 --> 00:48:26.789 because that's what people did to them. You know 00:48:26.789 --> 00:48:29.710 what I'm saying? That's very important, particularly 00:48:29.710 --> 00:48:32.170 in the hotel industry. There's a cultural change 00:48:32.170 --> 00:48:35.869 that needs to be happening there. And some people 00:48:35.869 --> 00:48:38.070 are getting it and some people aren't. And I 00:48:38.070 --> 00:48:40.309 think that the ones who are going to get it are 00:48:40.309 --> 00:48:42.289 going to survive and the ones who don't get it 00:48:42.289 --> 00:48:46.230 are going to struggle. Yeah, I agree. Well, on 00:48:46.230 --> 00:48:48.829 that note, Phil, thank you so much for being 00:48:48.829 --> 00:48:51.079 here today and sharing. You're welcome. your 00:48:51.079 --> 00:48:53.239 wealth of knowledge with us. If there's anybody 00:48:53.239 --> 00:48:56.300 watching and we'll make sure to also include 00:48:56.300 --> 00:49:00.280 this in the show notes. So the audience has access 00:49:00.280 --> 00:49:01.900 to it, but what's the best way for them to reach 00:49:01.900 --> 00:49:05.260 you? Oh, fill it. Treat them right. Dot com T 00:49:05.260 --> 00:49:11.119 R E A T E M R I G H T .com. Just go to treat 00:49:11.119 --> 00:49:13.079 them right. Dot com. There's all kinds of stuff 00:49:13.079 --> 00:49:16.460 there for you. Go to the news section. If you 00:49:16.460 --> 00:49:19.579 want to see some of the latest blogs. We've got 00:49:19.579 --> 00:49:22.280 a cool thing going in the state of Mississippi 00:49:22.280 --> 00:49:26.179 right now. We just trained over 700 people in 00:49:26.179 --> 00:49:29.900 six months with my online programs. That's pretty 00:49:29.900 --> 00:49:34.219 cool for them. And, yeah, and you'd be surprised 00:49:34.219 --> 00:49:38.059 how wide and varied the different types of people 00:49:38.059 --> 00:49:40.219 are in the state of Georgia that are in the system, 00:49:40.360 --> 00:49:44.079 from police, people that own car washes, the 00:49:44.079 --> 00:49:46.199 insurance companies are taking this training 00:49:46.199 --> 00:49:48.989 because it's. It's kind of like free customer 00:49:48.989 --> 00:49:51.469 experience training for folks like that. Yeah, 00:49:51.550 --> 00:49:53.250 that's amazing. And thank you for doing that. 00:49:53.369 --> 00:49:55.789 And I love the name, Treat Them Right. Thank 00:49:55.789 --> 00:50:00.230 you. That's really how it should be. So it's 00:50:00.230 --> 00:50:03.769 kind of simple. Yeah, I love it. Well, thank 00:50:03.769 --> 00:50:05.329 you again for being here. I'll see you soon. 00:50:05.329 --> 00:50:10.630 Thank you. All right, folks, I hope you enjoyed 00:50:10.630 --> 00:50:13.150 that show as much as I did today. I think that 00:50:13.150 --> 00:50:15.809 we've been so blessed to have some incredible 00:50:15.809 --> 00:50:18.969 guests on this show sharing a wealth of knowledge. 00:50:19.090 --> 00:50:24.670 I mean, 45 years in hospitality is quite an accomplishment. 00:50:24.869 --> 00:50:27.750 And we have probably a lot more that we could 00:50:27.750 --> 00:50:29.869 learn from Phil, but only had an hour with him, 00:50:29.949 --> 00:50:33.989 50 minutes with him. But I'm so glad that we 00:50:33.989 --> 00:50:35.610 could share this information with you today, 00:50:35.670 --> 00:50:40.010 if you are somebody like Phil. Who has information 00:50:40.010 --> 00:50:43.170 that will help attractions and the hospitality 00:50:43.170 --> 00:50:46.329 world be better at what they do. I would love 00:50:46.329 --> 00:50:48.929 to have you on the show. And the best way to 00:50:48.929 --> 00:50:53.030 reach us to get on the show is to visit LiveWithSondra 00:50:53.030 --> 00:50:55.190 .com. There's a guest form there that you can 00:50:55.190 --> 00:50:59.710 go submit your request to be a guest. And when 00:50:59.710 --> 00:51:01.289 you submit a request to be a guest, that goes 00:51:01.289 --> 00:51:04.110 to our team. And we look at whether or not you'd 00:51:04.110 --> 00:51:07.730 be a good fit for the show. And almost always, 00:51:07.949 --> 00:51:10.190 if somebody takes that first step, in fact, we 00:51:10.190 --> 00:51:12.989 were talking about this backstage today that, 00:51:13.010 --> 00:51:15.030 you know, we had a lot of people who approach 00:51:15.030 --> 00:51:17.829 us to be on the show. But the ones who actually 00:51:17.829 --> 00:51:20.389 take that step to fill out the form and come 00:51:20.389 --> 00:51:21.849 on the show, it's because they've got something 00:51:21.849 --> 00:51:24.570 to share with the world. And we know that you 00:51:24.570 --> 00:51:26.110 do have something to share with the world. We 00:51:26.110 --> 00:51:28.570 know that we can help each other out in this. 00:51:28.989 --> 00:51:32.269 business of hospitality and yeah, just forever 00:51:32.269 --> 00:51:35.030 grateful for those who are generous enough with 00:51:35.030 --> 00:51:37.570 their time to share that. Because if you listen 00:51:37.570 --> 00:51:40.489 to today's show and you even implemented the 00:51:40.489 --> 00:51:43.869 few simple things that we talked about that are 00:51:43.869 --> 00:51:46.190 actionable, you can do, this doesn't cost you 00:51:46.190 --> 00:51:50.699 anything to just. make some some basic changes 00:51:50.699 --> 00:51:53.280 like talking to your team about what would help 00:51:53.280 --> 00:51:55.659 them be better trained and to be better at what 00:51:55.659 --> 00:51:58.480 they do or maybe even enjoy the workplace or 00:51:58.480 --> 00:52:00.539 if you looked at the correlation between how 00:52:00.539 --> 00:52:07.559 your team and your guests happiness should be 00:52:07.559 --> 00:52:12.480 on the same trajectory right so great guest today 00:52:12.480 --> 00:52:15.559 i want to thank you all for listening for for 00:52:15.559 --> 00:52:17.980 watching. If you're watching this on replay hashtag 00:52:17.980 --> 00:52:21.500 replay, so that we know you are here. And, uh, 00:52:21.539 --> 00:52:23.480 if you are listening on the podcast networks, 00:52:23.639 --> 00:52:27.000 appreciate you appreciate your listening. And 00:52:27.000 --> 00:52:29.860 if you, uh, if you get a chance, make sure to 00:52:29.860 --> 00:52:33.579 stop by, follow us on YouTube, live with Sandra 00:52:33.579 --> 00:52:37.369 .com. And we appreciate the team who puts this 00:52:37.369 --> 00:52:39.369 show together. So there's just a lot of love 00:52:39.369 --> 00:52:42.309 happening today. It's a Monday. So I wake up 00:52:42.309 --> 00:52:45.329 every Monday, really excited to start my week 00:52:45.329 --> 00:52:49.570 and to have guests like this. Like I say it all 00:52:49.570 --> 00:52:52.010 the time. I want to be all big brained one of 00:52:52.010 --> 00:52:55.010 these days. I already am, but here we go. All 00:52:55.010 --> 00:52:56.750 right, guys, take care. I'll see you on the next 00:52:56.750 --> 00:52:57.469 live with Sondra.