Two weekends ago, my 3-year-old waited an extra 40 minutes for a ride. Guests without fast passes kept getting waved through ahead of us.

To pile it on, all Bo wanted was a hug from Cookie Monster on the way out. We reached the photo line one spot too late, right as Cookie Monster left for the parade.

I had every reason to go, full hot parent. Yell. Demand. Make it all about me.

When I went to customer service, I ran it like a sales call instead, with the same 5 Ws I talk about on LinkedIn to target and convert leads:

→ Who can actually fix this?
The window, then a supervisor, then their supervisor, then the VP of ride operations.
→ What does a great day look like to them?
I asked what their dream guest experience looks like.
→ Where does the gap show up?
Their own Google reviews.
→ When does it need fixing?
Before the next family stands in that line.
→ Why would they act?
By the end, they said the problem out loud themselves.

Questions, questions, questions, always. That's how people give you the right response, the one you actually want.

My only ask: Could they do anything so we'd get the same treatment as every other guest? I also mentioned Cookie Monster.

A day later, the Ride Ops Manager emailed me, offering up a private VIP experience before the parade this coming Saturday.

Cookie Monster, Elmo, Big Bird, Abby, Grover... everyone. The whole Sesame Street gang.

Bo got his hug. From all of them. He got his "Sun-ny Day." 🎶

Sales calls run the same way. A buyer hands you objection after objection, or barely says a word.

Keep asking questions. Once they're doing the talking and they feel heard, the better outcome shows up for both of you.

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P.S. What's the time you took the cool parent route instead of the hothead parent, and it worked out better than you could have imagined?

PPS, massive shoutout to Sesame Place Philadelphia and Ashlyn Ellis for this incredible experience and how they handled the situation. Legitimately the best customer service I've ever received.