Frank Price is a consultant and speaker in the family entertainment industry. With 25 years of experience, Frank has observed how the business has evolved, including the guest and employee experience along with it. In this interview, Frank shares specific examples on how a company’s culture can make or break the organization. You must make sure that the right people are hired for the right roles, and recognize that guest experience is not for everyone. We get into the intricate details of recruiting, hiring, onboarding, training, and ongoing reinforcement of the organization’s values. When reinforcing positive behavior, Frank shares how the “old school” way of doing things is by recognizing and rewarding the results, when in actuality it should be the actions along the way that should be identified, even if the employee still has additional progress to make. Frank’s philosophy is that your guest experience must be something that everyone in your organization can live and breathe on a daily basis.
