Strategic Resilience: Leading Attractions  Through Change & AI

Overview:

In a compelling episode of “Live with Sondra,” Sondra Shannon, CEO of Gatemaster Technology, delved into the critical topic of strategic resilience, leading attractions through change, and the impact of AI. 

Insights from This Live

• Customized Solutions are Key:
  Steve Gavatorta highlighted the importance of custom-based coaching, training, and consulting to meet the unique needs of each client, emphasizing that a one-size-fits-all approach is ineffective for complex business challenges.
• Strategic Vision Requires Constant Reinforcement:
  The discussion underscored that even the best strategic visions are ineffective without clear communication and daily reinforcement. Steve used the vivid example of Harley-Davidson’s mission to illustrate how a deeply understood vision drives all aspects of a business.
• Training Builds Confidence and Combats Disengagement:
  Lack of proper training can lead to employee disengagement and emotional responses in the workplace. Steve stressed that investing in training builds “cortex muscle,” enabling employees to respond rationally and proactively to challenges.
• Adversity is a Catalyst for Growth:
  Drawing from his books, Steve explained that adversity is essential for growth and transformation. Understanding how individuals’ DISC styles influence their responses to stress can lead to better self management and wiser decision-making.
• Resilience through “Inoculation to Stress”:
  Just like athletes train to build physical resilience, Steve advocated for “inoculation to stress” in the business world. This involves strategically exposing oneself to challenges to develop the ability to remain calm and rational in a “VUCA” (Volatility, Uncertainty, Change, and Ambiguity) environment.

5 Notable Quotes

• “First, you want to create a strong strategic plan and a strategy. You want to communicate it out effectively. You want to connect the dots so everyone understands how they fit into the strategic plan, strategic objectives—and lastly, you want to reinforce things every day.“
  – Steve Gavatorta
• “If a salesperson is not trained on how to handle a customer objection… there’s a chance that if that objection comes back, the salesperson’s going to panic, get angry or shut down.“
  – Steve Gavatorta
• “If you’ve created vision, mission, values, your company, everyone within your company should…see how they connect into the vision, mission, values or the strategic objectives.”
  – Steve Gavatorta
• “Driving top-line revenue/cash flow, that’s strategic objective. One, because if you don’t make money, you don’t have cash flow, you can’t pay bills, you can’t investment spend. Two is you want to be profitable. Number three, you want…to have an incremental growth objective. “
  – Steve Gavatorta
• “The number one reason people leave their job is because the lack of confidence in what they do.”
  – Sondra Shannon

ACE Independent Consulting Services’ Approach

Bruce Wren’s “The Bruce System to the Third Power” is a comprehensive leadership  framework. It builds on core principles—Branding, Resilience, Understanding,  Communication—then moves to transformative “E’s”: Execution, Engagement,  Empowerment. This system cultivates disruptors for lasting, principled change, shifting  from transactional to long-term transformation.

Steve Gavatorta Group’s Approach:

Steve Gavatorta, as President and Owner of Steve Gavatorta Group, offers custom-based coaching, training, and consulting programs that are specifically designed to solve the unique problems faced by his clients. His approach is rooted in recognizing the distinct scenarios and needs of each organization, ensuring that solutions are highly personalized and effective.

Steve Gavatorta’s Preferences and Technology:

During the session, Steve shared his preference for a particular quote by Victor Frankl,  highlighting the importance of conscious choice in our reactions. While the discussion  didn’t specifically delve into his technology preferences, his emphasis on building “cortex  muscle” through training suggests a keen understanding of cognitive and behavioral  psychology in improving human performance.

Sondra Shannon’s Perspective:

Sondra Shannon, Gatemaster’s CEO, emphasized that business owners must set clear visions and provide tools. Many entrepreneurs pursue passion (like making great donuts)  over building intricate business systems, making external expertise invaluable. She noted employee disengagement often stems from poor management and unclear goals,  highlighting the need for continuous training and strategic alignment. 

Improving Guest Experience:

By ensuring a clear strategic vision that permeates all departments and by providing staff with proper training on how to handle interactions (like dealing with difficult customers),  attractions can significantly enhance their guest experience. The Harley-Davidson example, where the company sells a “lifestyle” and an “emotional connection,” directly translates to attractions aiming to create memorable and premium experiences, leading to increased guest satisfaction and loyalty. 

Creating Memories and Guest-Centric Culture:

Building a strong strategic vision and investing in comprehensive training fosters a guest-centric culture. When employees understand their role in the company’s mission (e.g., “creating smiling faces”), it ensures every guest touchpoint creates memorable, positive experiences, driving repeat visits and brand advocacy. 

Gatemaster’s Guests’ Appreciation and Value:

The session implicitly highlights Gatemaster’s appreciation for its clients by providing valuable content that addresses common industry challenges. By bringing in experts like Steve Gavatorta, Gatemaster demonstrates its commitment to offering beyond-software solutions, helping attraction owners and operators navigate complex issues like strategic planning, leadership, and employee engagement. This aligns with Gatemaster’s mission to be a strategic partner that not only provides robust technology but also contributes to the overall success and profitability of its clients.

Connecting with the Speakers:

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