Murphy’s Law, “if anything can go wrong, it will” is a worldview held by many. Others may prefer to view the world through a cautious but slightly more positive “measure twice, cut once” lens. Either way, stuff happens.
So when something happens and the railroad is unable to deliver as promised, how do you respond to a disappointed guest?
Refund their money.
Well sure, you can always give money back. In some cases that may be the only option, but does a refund fully heal the slight? The Guest got their money back. What are they likely to say to their friends or post on social media about their disappointing experience? “This lousy thing happened. They didn’t deliver on their promise. Yeah, at LEAST they gave me my money back.” Refunding their money is the LEAST. So how can the railroad do MORE?
How can the railroad leave the Guest feeling they got MORE?
Issue a Refund AND…
- an Offer Code for a discount on a future excursion – you have just incentivized them to return to the railroad and buy a ticket(s) for a future excursion
- a Voucher or Coupon for a Free Ice Cream or Fountain Drink – sweet treats are always appreciated
- a Free parking pass
Think creatively! What do you have to offer that is relatively Low Cost to the railroad AND potentially High Value to the Guest? How can you encourage the Guest to return and ride another day when everything goes right and you can deliver on the promise of a railroad experience to remember?