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Episode Description

In this episode of the Memory Makers Podcast, join hosts Russ Van Natta and Danny Gruening as they discuss how to define success for your employees, identify key performance indicators (KPIs), and ensure team members are empowered to take action. Danny and Russ emphasize the importance of observing soft skills, such as body language and energy, especially for roles like a laser tag marshal.

They also explore the role of proactive engagement with guests and the necessity of inspecting what is expected. At the end of the day, it’s about fostering a culture of learning and improvement to create memorable customer experiences!

Key Takeaways

1. Implement Practical Strategies: Explore turning philosophical ideas into actionable strategies for team success.
2. Set Clear Expectations: Team members should have defined expectations
3. Key Performance Indicators (KPIs): Discuss the identification and use of KPIs to measure and drive success.
4. Empowerment: For your team member to feel more in control, you need to train and encourage autonomous action.
5. Soft Skills Observation: Identify the talents (obvious or hidden) that your team members bring to the table. Observe soft skills like body language and energy to best cater to your various roles, particularly in roles such as a laser tag marshal.
6. Handling Mistakes: Provide positive insights when responding to your team’s mistakes and always keep learning and improvement as top of mind.

Additional Resources

During the episode, we mention an interview with Craig Buster, GM of Wild Island Coconut Bowl, where he discusses his experience with making mistakes. Check out his full interview from the April 2023 Amusement 360 event!

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