Attractions Culture: Creating Teams Where Service Stays Alive ft. Ryan Minton

Right? Well, when we look at creating this thriving frontline culture that you talk about, how can operators tell whether their culture is truly thriving or just surviving? And what are those signs?

Well, a big sign is, um, is retention, is, is people showing up, call offs, all those things.

Um, but the general vibe I, I think is, is indistinguishable.

When people really enjoy coming to work, the people that they work with.

Um, you know, and if you're a leader listening to this, you can't do it by yourself.

Um, especially if you have leaders a- around you and leaders on your team.

And so one of the things I talk a lot about is, you know, surrounding yourself with the leaders that share that.

You know, you can have this vision and you practice this every day, but if you've got a, a James on your team, you're not going to be able to fully embrace this.

And so I always said, you know, when I look at my leadership teams, if I have anybody that's not buying into this, I see them as a threat to my mission.

And so, um, that is, that is a key part is when you build out your teams and the extensions of you, whether it's supervisors or day sh- you know, shift leaders, they have to embrace this.

They have to buy into this as well.

Um, but when you, when you have this at play, you, you know it.

You feel it.

You enjoy it.

You're, you...

You know, those busy, crazy Saturdays are not quite as difficult.

And I'm a realist, like there's always gonna be those tough days.

Um, but one of the things I talk a lot about is, um, I have a no bad day policy.

And, um, I, I hate the word policy.

I, I call it a dirty word.

It's the P word.

Um, I think policy gets in the way of a lot of great customer experiences when we start to make things black and white.

I think some of the best customer experiences happen in the gray area when we do things for guests that maybe we wouldn't normally do, but it's the right thing to do.

Um, so I always tell people I throw all the policies out the window.

You know, HR loves me.

Right? Well, when we look at creating this thriving frontline culture that you talk about, how can operators tell whether their culture is truly thriving or just surviving? And what are those signs?

Well, a big sign is, um, is retention, is, is people showing up, call offs, all those things.

Um, but the general vibe I, I think is, is indistinguishable.

When people really enjoy coming to work, the people that they work with.

Um, you know, and if you're a leader listening to this, you can't do it by yourself.

Um, especially if you have leaders a- around you and leaders on your team.

And so one of the things I talk a lot about is, you know, surrounding yourself with the leaders that share that.

You know, you can have this vision and you practice this every day, but if you've got a, a James on your team, you're not going to be able to fully embrace this.

And so I always said, you know, when I look at my leadership teams, if I have anybody that's not buying into this, I see them as a threat to my mission.

And so, um, that is, that is a key part is when you build out your teams and the extensions of you, whether it's supervisors or day sh- you know, shift leaders, they have to embrace this.

They have to buy into this as well.

Um, but when you, when you have this at play, you, you know it.

You feel it.

You enjoy it.

You're, you...

You know, those busy, crazy Saturdays are not quite as difficult.

And I'm a realist, like there's always gonna be those tough days.

Um, but one of the things I talk a lot about is, um, I have a no bad day policy.

And, um, I, I hate the word policy.

I, I call it a dirty word.

It's the P word.

Um, I think policy gets in the way of a lot of great customer experiences when we start to make things black and white.

I think some of the best customer experiences happen in the gray area when we do things for guests that maybe we wouldn't normally do, but it's the right thing to do.

Um, so I always tell people I throw all the policies out the window.

You know, HR loves me.