Chance Sanford is the Guest Experience Director at Space Center Houston, home of NASA’s mission control and astronaut training center. Chance and his team of crew members focus on creating personalized facilitated experiences so that every guest walks away feeling satisfied and knowing that they learned a thing or two about space exploration. In this interview, Chance shares what the guest experience is like at Space Center Houston, how he and his colleagues are regularly finding new ways to minimize friction, as well as how crew members are motivated and recognized for doing an amazing job. Chance also shares an entertaining story about a high profile couple who had a pretty special occasion at the space center, along with Chance’s role in making it memorable. We also discuss the importance of looking for inspiration both on and off your property, and to always be on the lookout for what might be a great idea to bring back to your own operation. Lastly, Chance says that you should do everything you can to “provide authentic experiences that will wow everyone, every time, on every visit.”
