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Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.

When attractions look for ways to enhance guest satisfaction and drive revenue, they often focus on major offerings like rides, shows, or food. But sometimes, it’s the unexpected and simple additions that can create memorable moments, extend dwell time, and increase spend. In this episode, Matt and Josh talk about how a casual encounter with baby goats at a distillery unexpectedly revealed key lessons about guest engagement, dwell time, and storytelling that apply directly to the attractions industry.

“Here come the baby goats...and everybody goes crazy. Everybody goes nuts, right? They're going to play with the baby goats... And of course, in my AttractionPros mind, I'm thinking he just got us to stay longer.”

Matt shares a personal experience while visiting a distillery where the surprise appearance of baby goats prompted his group to stay longer, enjoy more offerings, and ultimately spend more. This spontaneous addition extended their visit and enriched their experience, demonstrating how small, unexpected moments can slow guests down and deepen their engagement.

“If you want people to stay longer, think about things that may or may not generate revenue… recognize the cost-to-benefit analysis with that.”

Not all guest touchpoints need to be direct revenue drivers. Experiences like interacting with animals—or offering a quiet lounge space—may carry costs but can result in guests lingering longer, increasing spending in other areas, and creating a stronger emotional connection to the venue.

“Reading your guests, understanding what they need and being able to provide something that extends their stay.”

Operators have the opportunity to read their guests in real time to identify opportunities for engagement. Whether it’s by offering an unexpected encounter or slowing down the pace of the experience, curating these moments can elevate the guest journey while driving both satisfaction and revenue.

“It was something you had not expected... and ultimately, that became the story.”

The power of surprise and delight can create memorable stories that guests will share long after their visit. Even small, obscure moments—like interacting with baby goats—can become the most talked-about part of an experience, reinforcing the importance of designing elements that give guests something remarkable to talk about.

“When told in a very engaged and genuine way… it heightens the experience of what you're experiencing.”

Matt ties the distillery’s storytelling to the themed entertainment industry, underscoring how sharing authentic stories enhances immersion. Whether it’s the history of a distillery or the backstory of a ride, embedding guests into the narrative enriches the overall experience and fosters a deeper connection.

What are some of the creative ways you extend dwell time and create shareable moments? Join the conversation by sharing your stories and experiences on social media or by emailing AttractionPros directly.

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

• Audio and Video editing by Abby Giganan

To connect with AttractionPros:

• AttractionPros.com
• AttractionPros@gmail.com
• AttractionPros on Facebook
• AttractionPros on LinkedIn
• AttractionPros on Instagram
• AttractionPros on Twitter (X)

Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning.

Tired of outdated systems holding your attraction back? Gatemaster believes technology is part of the experience, transforming every touchpoint into an opportunity. Imagine seamless online booking, effortless mobile ordering, and data-driven insights at your fingertips. Ready to revolutionize your guest journey and maximize revenue? Power your attraction with Gatemaster. Discover the future at Gatemaster.com.

In many organizations, training is seen as the cornerstone of employee development, particularly in the realm of guest service. However, relying solely on training can lead to missed opportunities to build a truly immersive service culture. The challenge is not whether to train, but how to embed training within a broader, more strategic framework that sustains guest service excellence over time. In this episode, Matt and Josh talk about how training fits into a larger ecosystem of steps to create a guest service culture that goes far beyond initial onboarding.

"What do you want to be known for? What makes you number one in your category?"

Matt and Josh emphasize that while training is essential, it is not the sole solution to performance issues, pointing out that organizations often focus on training without questioning if they are teaching the right skills or addressing other factors that impact performance. The conversation highlights the risk of defaulting to retraining when the root cause of issues may lie elsewhere.

The first two steps in crafting a guest service culture: establishing a guest experience vision and defining the service standards that will fulfill that vision. This strategic clarity ensures that training aligns with the organization's larger goals and that team members understand not just what to do, but why it matters.

"How do you know that your team members know what is expected from them?" Ensure comprehension through assessments, ongoing coaching, and reinforcement. Matt and Josh stress that training should not end at the classroom door—it must be followed by observation, feedback, and recognition to keep the standard alive and evolving in daily operations.

"Where can team members quickly access success stories that exemplify the guest experience standard?"

The importance of celebrating success stories and broadcasting them throughout the organization cannot be overstated. This not only reinforces desired behaviors but also helps to create a motivational feedback loop for team members. The final step—re-evaluating the standard—ensures that guest experience remains dynamic, competitive, and innovative by seeking input from team members and challenging the status quo.

How are you building and sustaining your own guest service cultures? Reach out to us on social media with insights, success stories, and creative approaches to crafting memorable guest experiences.

This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:

• Audio and Video editing by Abby Giganan

To connect with AttractionPros:

• AttractionPros.com
• AttractionPros@gmail.com
• AttractionPros on Facebook
• AttractionPros on LinkedIn
• AttractionPros on Instagram
• AttractionPros on Twitter (X)