JARED: Introduce self, Johnny, Mickey. Restroom breaks Questions/ideas during presentation

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2 JARED: Introduce self, Johnny, Mickey. Restroom breaks Questions/ideas during presentation 2

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4 JARED: I like to know HOW things work. Why is it that the waterpark that our company bought was in such disrepair and losing money annually? Why is it after just five years of ownership its profitable, employees are happy, the park looks better. NEW OWNERSHIP!! Shreveport before and after. Amarrillo before and after. How does a company set that? I know its not just writing up a policy manual. Making it mandatory reading for the staff. Then spending the summer in your office watching the numbers come in each day and hoping you don t have any major accidents. I know that is not the case because I ve been in companies like that. A previous park that had nice people in executiev positions but not soul, no enthusiasm, no energy. Or when I was in government and we had more policies than you could imagine but lack luster results. People don t follow written policies. THEY FOLLOW THE LEADER! 4

5 How many of you here today have the position of SETTING policy for your company? How many of you here today are responsible for IMPLEMENTING policy for your company? Either way you MUST HAVE A BACKBONE! Story: Johnny hires a new manager, shakes hands, hands him a spine model, here is your backbone! 5

6 How many of you here today have the position of SETTING policy for your company? How many of you here today are responsible for IMPLEMENTING policy for your company? Either way you MUST HAVE A BACKBONE! Story: Johnny hires a new manager, shakes hands, hands him a spine model, here is your backbone! 6

7 Everyone talks about being consistent but what does consistency mean in the face of adversity? Story: Gabby explains a policy to a guest regarding a coupon that is already expired. Guest asks for a manager. Gabby tells the guest she is a manager. Doesn t believe her. Gabby gets Jeff. Jeff supports Gabby after determining she was following the policy. Guests tells Jeff, Your job is to make me happy by over ruling the employee and the policy. NO NO NO 7

8 Everyone talks about being consistent but what does consistency mean in the face of adversity? Story: Gabby explains a policy to a guest regarding a coupon that is already expired. Guest asks for a manager. Gabby tells the guest she is a manager. Doesn t believe her. Gabby gets Jeff. Jeff supports Gabby after determining she was following the policy. Guests tells Jeff, Your job is to make me happy by over ruling the employee and the policy. NO NO NO Accurate results over TIME. Time and Time again. 8

9 What does this mean? A thing is or is not SO! How does it apply to amusement park life? What does a leader do with a black and white style of leadership? 9

10 Its time to talk about rain check policy! We know its going to rain! What is the policy????? Why have one? Why enforce it? What about I just traveled 6 hours to be here and I ll never come again? Johnny story about last WWA when a group of executives were talking about rain check policy and Johnny says, I could not disagree with that statement anymore. Explain 10

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12 Lets talk Uniforms! How a leader does NOT provide leadership on uniform Policy. Written in a book, never enforced, mostly look alike. This teaches staff that the rules don t matter and consistency is not present here. How a leader does provide leadership on uniform Policy. Enforces everyday. EXECUTION EXECUTION EXECUTION. Its not personal, it isn t a big deal. Teaches staff that their personal choice of getting dressed in the morning matters!! This rolls into all other facets of the organization. 12

13 Lets talk Uniforms! How a leader does NOT provide leadership on uniform Policy. Written in a book, never enforced, mostly look alike. This teaches staff that the rules don t matter and consistency is not present here. How a leader does provide leadership on uniform Policy. Enforces everyday. EXECUTION EXECUTION EXECUTION. Its not personal, it isn t a big deai. Teaches staff that their personal choice of getting dressed in the morning matters!! This rolls into all other facets of the organization. 13

14 Lets talk Uniforms! How a leader does NOT provide leadership on uniform Policy. Written in a book, never enforced, mostly look alike. This teaches staff that the rules don t matter and consistency is not present here. How a leader does provide leadership on uniform Policy. Enforces everyday. EXECUTION EXECUTION EXECUTION. Its not personal, it isn t a big deai. Teaches staff that their personal choice of getting dressed in the morning matters!! This rolls into all other facets of the organization. 14

15 Can our staff members work with cell phones in their pockets? Johnny s stories of people in malls trying to be sales people while on their phone the whole time. Or sales people at trade shows trying to sell while on phones. The phone policy gets consistently enforced by managers with a backbone in an upbeat, not personal way, to let everyone know that we are working together as a team towards the company mission. 15

16 Can our staff members work with cell phones in their pockets? Johnny s stories of people in malls trying to be sales people while on their phone the whole time. Or sales people at trade shows trying to sell while on phones. The phone policy gets consistently enforced by managers with a backbone in an upbeat, not personal way, to let everyone know that we are working together as a team towards the company mission. 16

17 Can our staff members work with cell phones in their pockets? Johnny s stories of people in malls trying to be sales people while on their phone the whole time. Or sales people at trade shows trying to sell while on phones. The phone policy gets consistently enforced by managers with a backbone in an upbeat, not personal way, to let everyone know that we are working together as a team towards the company mission. 17

18 Johnny s famous quote. Wrap up this section. Any last thoughts. 18

19 The black and white leadership and enforcement creates consistency for staff and a clear picture of how staff are to operate within your culture. Rain Check Policies, uniform policies, cell policies, etc are all building blocks of how you define the rules of the game! 19

20 The black and white leadership and enforcement creates consistency for staff and a clear picture of how staff are to operate within your culture. Policies, uniform policies, cell policies, etc are all building blocks of how you define the rules of the game! We are not associated with Disney, but anyone in the industry can recognize that they do a great job of the blocking and tackling. If you think the lights on Cinderella's castle just happened to get thrown up there or the precise organization of the retail areas around the parks just happen you clearly don t understand planning and implementation. This is a black and white policy. 20

21 Being a policy enforcer with a black and white leadership style sounds like, if done incorrectly, some sort of pseudo militeristic type A regime. Not so!!! As leaders we have this type of leadership style on one side of the coin and on the other: FUN Positive Attitude Energy Enthusiasm. Our staffs will want to be a part of the program because they will want to resonate with all of the energy and soft skills that we bring to the table. 21

22 Enforcing uniform policy guards checking each other prior to taking the stand. Enforcing slide height requirements is a good example of this. Give example of how you can enforce the slide heights, sometimes by telling a child no, but then happily give them OPTIONS of things they can go do. Ask them if they have tried a slide they are able to ride? Versus, NO you can t ride this. Get out of the way. Next! Handling it in this way ruins the FUN! We have to be black and white on safety issues but do it in a way that is sensitive to the individual. 22

23 Enforcing slide height requirements is a good example of this. Give example of how you can enforce the slide heights, sometimes by telling a child no, but then happily give them OPTIONS of things they can go do. Ask them if they have tried a slide they are able to ride? Versus, NO you can t ride this. Get out of the way. Next! Handling it in this way ruins the FUN! We have to be black and white on safety issues but do it in a way that is sensitive to the individual. Surely there is something else fun to do at your park if they are not tal enough to ride a specific attraction. Being consistent on policy does not have to be an abrasive situation. 23

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26 Proper and genuine Enthusiasm is what will keep your team positive during the long, hot summers, dealing with difficult situations ad guests. What is your Enthusiasm level? 26

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28 Idid a simple search for enthusiasm images and I was SURPRISED by how many sarcastic images of enthusiasm popped up. Now these are funny but I wonder what they tell us about how enthusiasm is perceived in the work place. Encourage enthusiasm! 28

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32 Mickey and Johnny receive performance reviews that state You are too Positive!!! How can that be? Ellis auditor tells prospective employee moving from Maine to Texas, You shouldn t move there. Its weird, they are all way too happy! 32

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34 When you have good policies that you and your leadership team know and believe in, there is no need to be arrogant or a jerk when implementing them. You can be friendly and polite, just stay consistent for everyone. A strength Johnny has (according to Jared) is that he is able to redirect the staff according to already laid out expectations and the next minute, once the correction is made, it is business as usual with fun/energy/enthusiasm/jokes. There is NO grudge. There is no lingering disappointment. There is only forgiveness and the next moment of servant leadership. 34

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36 If you have already been black and white. If you already have been a servant leader, been forgiving, had fun, brought energy and enthusiasm to the table then the work is alredy done. Your staff will want to emulate you. They will want to do what you do because who you are is desirable to them. The next set of tools and techniques use this position your staff is in and pumps it up 10 notches to create a culture of initiative and leadership. Lets face it, we need our team! We need good young leaders to help us get the job done. Without it our amusement parks will fail and on top of that, we have failed to develop the next generation of professionals. 36

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38 Let your staff know that you will support them 100%. Let them know that as long as they operate according to the expectations they have nothing to fear. Just stay pleasant, enforce the rules, and call for supervisor help if needed. 38

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40 Find out the goals of your team member. What do they want to do? Studying what? Many staff members don t realize the opportunities in the amusement industry. Talk to them about it. Foster young leadership. Give them ideas about what other staff members have done and where they have worked. Splash Kingdom does a great job of bringing up new leaders and caring for each employee s future and wellbeing. 40

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44 Mickey is great about reinforcing positive things. Giving incentives. Catch them doing it right so when they do something wrong they know they will be held accountable in both diretions! 44

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