Flying Squirrel Trampoline Parks operates 19 locations across North and South America, delivering high-energy fun to families and memorable birthday parties, with multiple new parks in development. But behind the scenes, the leadership team recognized an opportunity: inconsistent guest recovery practices across locations were leaving some guests dissatisfied.

To address this, Flying Squirrel implemented Service Recovery Hero, a course developed by Guest Experience Strategist Josh Liebman, at 13 of its parks in US and Canada and created a “Summer Camp” program to train every general manager. The results were immediate, measurable, and transformative.

The Challenge: Inconsistencies and Missed Opportunities

Tikky Faizuddin, Corporate Customer Service Manager, explained: “Some locations excelled at turning negative situations into positive fans, but that wasn’t something we saw at every location. We wanted all our managers to have the same tools that our strongest managers had.”

Without consistent training, guest recovery depended heavily on the personality of individual managers. Julie Hartig, Talent Development Manager, added: “We weren’t at the level that other businesses had achieved with guest service. Elevating to that point would be wonderful for our business.”

The Solution: Service Recovery Hero Summer Camp

Flying Squirrel structured the Service Recovery Hero course as a multi-week “camp” for general managers. Each week, managers watched a portion of the course modules (about an hour of video), then joined a Zoom “campfire” discussion to reflect, role-play, and share stories.

Julie described the design: “By breaking it down, we gave them the chance not only to watch the course but to absorb everything they learned.”

Tikky saw value in the collaborative format: “They had homework projects and mini ‘talent shows’ to showcase skills. Managers learned from each other, which helped reinforce the lessons.”

The Results: Measurable Growth and Culture Shift

The results were both numerical and cultural. Google 5-star reviews surged.  Flying Squirrel reported an astonishing 53% increase in month-over-month 5-star reviews between June and August 2025. Mystery shop scores also trended upward, while negative reviews stabilized. More importantly, many negative reviewers updated their posts after receiving empathetic follow-up — often raising their ratings from 1 star to 5.

Tikky summarized: “It’s not about just giving out passes anymore. Guests just wanted to be heard, and listening has solved 95% of problems.” Julie added, “The course gave us personal growth and company-wide growth. The perspective shift was a definite turning point for us.”

Beyond numbers, Flying Squirrel saw a cultural transformation. Managers stopped defaulting to quoting strict policy or providing quick giveaways. “Now we’re seeing managers become mini-negotiators in training. It’s been night and day.”

Conclusion

With the Service Recovery Hero course as the backbone of its summer camp, Flying Squirrel aligned all 13 locations under a consistent, empathetic approach to guest recovery. The results — more five-star reviews, stronger mystery shop scores, and lasting cultural change — speak for themselves. Service recovery is no longer an afterthought for Flying Squirrel; it is now a standard part of doing business.

Flying Squirrel is also actively engaged in Liebman Leisure’s Guest Experience Strategy program, which focuses on creating loyalty by addressing the core components of the guest experience.

To learn more about Service Recovery Hero and to sign up for the course, visit www.servicerecoveryhero.com.

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