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Why Your FEC Needs Zombie Loyalists – Podcast Episode 120
Audio Links: Apple | Spotify | Amazon Music | iHeart Radio | Pandora
Episode Description
In this edition of the Memory Makers Podcast, Russ Van Natta talks all about why your FEC needs zombie loyalist. Utilizing Peter Shankman‘s book, Zombie Loyalist, Russ breaks down how small, obsessive acts of “surprise and delight” can transform your business. We aren’t talking about expensive marketing gimmicks or massive capital investments. We’re talking about the power of the human connection: empowering your staff to go off-script, tailoring experiences so they feel bespoke rather than “cookie-cutter,” and creating those “did that really just happen?” moments that guests can’t help but share on social media.
If you’re looking for low-stakes, high-impact ways to make your center the talk of the town, this deep dive is for you.
Key Takeaways
- Bridge the Expectations Gap – Most businesses settle for “mediocre” because no one complained. True loyalty starts when an operator recognizes the low industry standard and chooses to step significantly above it.
- Empower the Frontline Team – A culture of service requires giving staff the tools and the green light to act on their own. This shift turns employees into active memory makers who use their emotional intelligence to spot opportunities for kindness.
- Prioritize Human Connection – Generic, corporate interactions feel cold and forgettable. Infuse genuine personality and empathy into every touchpoint so your business feels like a person people know, rather than a faceless brand.
- Systematize Spontaneous Moments – Engineering “random” acts of kindness ensures they actually happen. Set a simple weekly quota for things like handwritten cards or unexpected upgrades to make excellence a part of your team’s regular routine.
