Episode 435: 2026 Resolutionary Episode

Looking for daily inspiration?  Get a quote from the top leaders in the industry in your inbox every morning.   Every year, millions of attraction visitors lose hours in line instead of making memories. Since its inception, accesso’s virtual queuing has saved more than 4.5 billion minutes of wait time, freeing guests to pack their day with more rides, eats, and excitement. The result? Happier guests who spend more and a better bottom line for you. Ready to turn waits into wins? Visit accesso.com/ROIClinic. The queues are virtual. The results are real. Matt and Josh kick off their ninth annual “Resolutionary” episode with a familiar challenge in the attractions industry: it is easy to set big intentions for the year ahead, but it is harder to stay accountable and actually follow through. They address that by reviewing last year’s goals with honest grading, then setting fresh, practical priorities for 2026, anchored in community, intention, and continuous improvement. In this episode, Matt and Josh talk about their annual “Resolutionary” tradition, reflecting on 2025 and setting personal, professional, and industry-wide focus areas for 2026. Resolutionary as accountability, not perfection “While it’s sort of a loose resolutionary process, there is some accountability in there.” Matt frames the episode as a look back and a look forward, without pretending these are rigid, all-or-nothing resolutions. Josh reinforces the point that saying it out loud matters because it creates real follow-through. “The fact that it is recorded, broadcast, and immortalized into the podcast ether creates that accountability on us.” The result is a tradition built on reflection, transparency, and a push to be more intentional year over year. Reviewing 2025 with candor “I would give myself a D on that if I was going to give myself a letter grade.” Instead of glossing over what did not happen, Matt shares where he fell short, including his goal to write more, and explains how his creative energy flowed into other outlets. He also celebrates wins like bringing back mastermind programs and expanding leadership-focused initiatives, including what grew out of their IAAPA experiences. Josh shares major momentum in his consulting model, emphasizing sustained client engagement and outcomes over one-off workshops. He also checks off key milestones like launching his online course, Service Recovery Hero, and exhibiting at IAAPA Expo. Advocate and collaborate, and getting more voices on stage “It’s two words: advocate and collaborate.” Matt’s 2026 theme centers on helping more people get connected, get involved, and grow their confidence, especially through speaking opportunities. He makes it explicit: “My goal in 2026 is to get more and new people speaking at IAAPA so that we can hear those new voices and new perspectives.” Josh expands on the momentum that collaboration creates, comparing it to a flywheel that is hard to start but easier to sustain once it is moving. “The momentum builds upon itself.” Together, they position community-building as both a leadership responsibility and a practical growth strategy for the industry. Process before scale, and building the next book “I’ve created a buffer step between growth and scale, and that is process.” Josh shares that growth has revealed a tipping point: without stronger internal systems, expansion could create friction instead of results. By gathering feedback from clients using his favorite experiential questions, he identifies what is working and what could improve, then commits to tightening operations to make outcomes more consistent. He also sets a creative goal connected to his book journey, developing the framework for his next book. Matt validates the importance of structure before execution, emphasizing that a strong framework makes the writing process possible. Identity, habits, and a personal resolution “As of January 2026, I am a world-renowned pianist.” Josh takes a left turn into identity-based habit building, inspired by prior conversations and the idea that identity drives behavior. He talks through making the piano easy to access so practice becomes natural, not a chore. Matt, as a musician, backs that up with a simple truth: if setup is hard, it will not happen. They also connect learning to teaching and family, with Josh noting the value of teaching to deepen mastery. Industry resolutions: basics, breaking silos, recovery tools, and people first “Do the basics really well.” Josh offers three industry-focused resolutions: nail fundamentals before chasing wow moments, remember that guest experience is everyone’s job, and proactively define a service recovery toolbox so teams do not default to escalation. Matt adds a human-centered reminder that ties everything together: “Don’t forget about your people.” He argues that with all the technology and innovation available, it is still employees who make the business run, now and forever. If anybody has any resolutions or things that they’re focusing on, we want to hear them! Share your goals on social media and tag them so we can reshare and help keep the accountability alive. This podcast wouldn't be possible without the incredible work of our faaaaaantastic team:   Scheduling and correspondence by Kristen Karaliunas   To connect with AttractionPros: AttractionPros.com [email protected] AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)