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Repeat Visits Aren’t Accidental featuring Craig Buster of Pinz LA – Podcast Episode 121
Audio Links: Apple | Spotify | Amazon Music | iHeart Radio | Pandora
Episode Description
In this edition of the Memory Makers Podcast, Russ sits down with industry veteran Craig Buster (COO of Pinz LA and former GM of Wild Island Coconut Bowl) to peel back the curtain on why repeat visits aren’t accidental. Craig shares why the first and last five minutes of a visit are your most critical windows and explains how empowering your frontline staff can transform a customer complaint into a “win” for your culture. From the psychology of a confused guest to the power of high-fives and senior league brand ambassadors, this episode is a masterclass in the relationship business.
Key Takeaways
- Prioritize the “Bookends” of the Experience – Focus on the first five and last five minutes of a guest’s visit. Ensure the parking lot is pristine, the entry process is frictionless (make it easy to take their money), and the final interaction leaves them feeling stress-free and happy.
- Empower Staff to Own the Solution – Give frontline employees a “long rope” to solve problems in real-time without needing a manager.
- Identify the “Confused Guest” Body Language – Train your team to recognize the signs of a disoriented guest, then jump in to help before the guest has to ask for assistance. This turns a potential frustration into a high-touch service moment.
- Invest in Community-Driven Marketing – Engaging in local events like farmers’ markets or catering lunches for local businesses to build brand awareness and provide opportunities to invite former guests back to see how the facility has evolved.
