Guest Experience Training: What Activity Parks Can Learn from Disney and Chick-fil-A

The Core Philosophy: Building Connections, Not Perfection

It's not about being perfect – it's about building connections. Your goal is to create memorable moments for customers. Every interaction is an opportunity.

Disney's Four Keys (In Priority Order)

Disney trains all Cast Members on the Four Keys (in priority order):

1. Safety – Always the top priority
2. Courtesy – Friendly, helpful, approachable
3. Show – Stay in character, maintain the magic
4. Efficiency – Keep things running smoothly

Every decision is filtered through these keys, in order. Safety always wins.

Adapting Disney's Approach for Activity Parks

For an aqua park or trampoline center, this might look like:

• Safety First: Guest briefings, equipment checks, clear signage
• Courtesy: Warm greetings, helpful staff, patient explanations
• Show: Clean facilities, staff in uniform, consistent experience
• Efficiency: Short queue times, smooth check-in, quick issue resolution

Chick-fil-A's Approach

Chick-fil-A has ranked #1 in customer satisfaction for 11 consecutive years. What they do differently:

• "My pleasure" instead of "You're welcome" – founder S. Truett Cathy made this standard
• Genuine hospitality – employees are trained to prioritize customer needs
• Empowered staff – team members can resolve issues on the spot
• Consistency – same experience at every location

Small language changes, massive culture impact.

Why Service Standards Work

Service standards work because they:

• Remove guesswork – Staff know exactly what's expected
• Create consistency – Every guest gets the same great experience
• Enable training – New hires learn faster with clear guidelines
• Build culture – Shared language creates team identity
• Make feedback easier – You can measure against specific standards

How to Create Your Own Standards

Step 1: Ask yourself: What do we want guests to feel when they leave?

Step 2: List 3-5 specific, observable behaviors (not vague ideas like "be nice")

Step 3: Make each one measurable – "Greet within 10 seconds" vs "Greet quickly"

Step 4: Test it – Can a new staff member remember all of them? If not, simplify.

Example: A Starting Point (The Core 4)

1. Make eye contact and smile
2. Greet every guest within 10 seconds
3. Use friendly, enthusiastic tone
4. End with "Thank you" or "My pleasure"

Adapt this to your park. Add your own twist. Make it yours.

Practice These Scenarios

Role-play these situations with your team before the season:

• Weather closures: "We're pausing for safety. Here's what happens next..."
• Late arrivals: "I understand traffic happens. Let me see what I can do..."
• Joining running sessions: Know your policy and explain it kindly
• Complaints: Listen first, empathize, then solve
• Equipment issues: Keep guests informed, offer alternatives

Measure It: Mystery Shopping

Have a friend or family member visit as a regular guest. Give them your Core 4 checklist. Let them evaluate:

• Were they greeted quickly?
• Did staff make eye contact and smile?
• Was the tone friendly?
• How were problems handled?

Do this 2-3 times per season. The feedback is invaluable.

Further Reading

If you only read one book on this topic, make it this one:

"Thanks for Coming in Today" by Charles Ryan Minton – Shows you how to build a culture where employees thrive, which leads to exceptional customer service. Practical, actionable, and perfect for park operators.

Additional recommendations:

• "Be Our Guest" by The Disney Institute – The definitive guide to Disney's approach to customer service
• "The New Gold Standard" by Joseph Michelli – How Ritz-Carlton creates legendary customer experiences
• "Setting the Table" by Danny Meyer – The restaurant legend on hospitality and culture
• "Unreasonable Hospitality" by Will Guidara – Going above and beyond to create unforgettable experiences

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This article was adapted from insights shared in our end-of-year newsletter, incorporating learnings from IAAPA 2025 and conversations with park operators worldwide.