POOLaide Webinar: Creating Service Magic

Joshua Koke
Wednesday, March 17, 2021

Covid-19 has impacted us medically, socially, and economically in ways that few of us were ready for. Jobs have been forced to pivot to meet new restrictions and maintaining a competitive advantage remains a  necessity in today’s marketplace. Join Josh as we discuss how we can continue to leverage service experiences to make magic for our guests, even in the time of Covid-19. Together, we will discuss the three keys to creating service magic and explore ideas from other amazing experience stagers.

Outcomes :

  • Discuss the progression of economic value and where recreation fits
  • Benchmark with examples of service experiences from The Walt Disney CompanyTM
  • Explore strategies for creating experiences in your organization

Joshua Koke is a national learning and management speaker who believes in bringing sound, practical solutions to organizations looking to maximize their employee engagement and guest service programs. Josh has spent almost twenty years working in the recreation field and has spent time as a Master Instructor Trainer and Water Safety Ambassador for Canadian Red Cross, Instructor Trainer for Lifesaving Society of Canada, and is the Facility Supervisor for Strathcona County’s rural recreation facilities.

All 2021 POOLaide Webinars are available on our YouTube Channel.

Show Notes

Powerpoint Slides

00:00​​​ Early start with Katie Crysdale

21:48 Welcome

23:00 Presentation

1:33:05 Q & A 

1:57:33 Conclusion


Project Gaps, Who's Responsible for What? (2021 POOLaide Webinar) 

Business Lessons from Outside of Aquatics (2021 POOLaide Webinar)

Lakeview Aquatic Consultants (YouTube Channel)

Lakeview Aquatic Consultants (Instagram)

Lakeview Aquatic Consultants (IGTV)

Lakeview Aquatic Consultants (Facebook)

Understanding fit over function: job search tips for aquatic professionals during the COVID-19 Pandemic - Jenny Hayes in conversation with Katie Crysdale (2021 POOLaide conversation) 

PoolLab Product Review

PoolLab 1.0 Product Sheet

PoolLab 1.0 Website

Considerations for Aquatic Programs and Initiatives for Indigenous Communities (2021 POOLaide Webinar) 

Attraction Pros Podcast

Business Movers: Walt Disney

Disney U: How Disney University Develops the World's Most Engaged, Loyal and Customer-Centric Customers by Doug Lipp

Be Our Guest: Perfecting the Art of Customer Service by Disney Institute with Theodore Kinni

Disney Institute

What Great Service Leaders Know & Do by James Heskett

The Truth about Employee Engagement by Patrick Lencioni (formerly published under the name The Three Signs of a Miserable Job)

Brene Brown