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AttractionPros PodcastAuthor: AttractionPros
AttractionPros brings you into the room with the top leaders, executives, and influencers in the attractions industry, to gain the widest possible perspective of all areas of the industry. Most people are only exposed to the practices of their own organization without seeing how the rest of the industry operates. By following AttractionPros, you will gain the skills and knowledge needed to succeed and learn from the best of the best, whether you are the CEO or just beginning your career. Language: en Genres: Business, Leisure, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Episode 474: Chris Matern talks about removing friction, people over profit and practical pivots
Episode 475
Tuesday, 6 October, 2026
Looking for daily inspiration? Get a quote from the top leaders in the industry in your inbox every morning. What’s the one premier event that brings the global attractions industry together? IAAPA Expo 2026, happening in Orlando, Florida, November 16th - 20th. It’s where more than forty-thousand professionals come to share the wonder, explore over a thousand innovative exhibitors, and discover future-focused solutions. From education to networking to ideas that drive real business impact, IAAPA Expo is where what’s next takes shape. Register now and save up to 30% at IAAPA.org/IAAPAExpo. Chris Matern is the Director of Operations for Airborne Trampoline Parks. With nearly 25 years of experience in restaurants, bars, and family entertainment centers, Chris has helped open approximately two dozen businesses across national and local brands. Today, he oversees Airborne’s two 50,000-square-foot Utah locations, which have evolved from traditional trampoline parks into broader family entertainment centers with playgrounds, sport courts, ninja courses, and other attractions. He also operates a consulting business focused on improving FEC operations. In this interview, Chris talks about removing friction, people above profit, and practical pivots. Removing friction “Why did I just tell that guest, ‘no, I don't want your money'?’ He's standing in front of me with his credit card ready to commit to Airborne.” Chris focuses on identifying operational processes that make sense internally but create unnecessary barriers for guests. After watching a guest abandon a membership upgrade because he was directed from the concession stand to a long front desk line, Chris realized that Airborne’s own procedures were getting in the way of the transaction. That philosophy extends throughout the business. Rather than limiting birthday party bookings because handling several parties simultaneously is operationally difficult, Chris views high demand as a problem worth solving. Airborne cross-trains employees, plans for busy weekends days in advance, and practices its processes consistently so the team can accommodate demand while protecting the guest experience. People above profit “I don't want to put profit above people. I want to put people above profit.” Chris’s approach is influenced by his own childhood, when a birthday party at a family entertainment center would have been financially out of reach. At Airborne, he looks for ways to maintain profitability without adding fees or restrictions that frustrate families. One example was eliminating the requirement that guests purchase Airborne-branded grip socks. Sock sales declined only slightly, while complaints about the policy disappeared. Airborne also sells bottled water for $1, allows outside food with birthday parties, and includes its attractions with general admission rather than creating multiple upgrade tiers. Chris sees these choices as investments in loyalty. His philosophy follows a simple cycle: take care of employees, employees take care of guests, and guests take care of the company. Practical pivots “The less expensive the mistake, the less amount of time we should spend thinking about it.” Chris believes the cost and risk of a decision should determine how much analysis it receives. A six-figure attraction deserves extensive research, while testing a $35 case of mini corn dogs does not. For low-risk ideas, Airborne would rather experiment, collect feedback, and adjust than spend excessive time debating possibilities. That willingness to pivot also means acknowledging when an idea does not work. Chris once changed Airborne’s birthday party structure to increase room capacity, only to discover immediately that guests disliked it. The change was reversed after one Saturday. For Chris, agility is one of the advantages of being a smaller operator. Decisions can be implemented quickly, tested with actual guests, and changed just as quickly when the results point in another direction. Chris can be reached on LinkedIn by searching for Chris Matern. To learn more about Airborne Trampoline Parks, visit airbornesports.com. To learn more about Chris’s consulting business, visit maternco.com. To connect with AttractionPros: AttractionPros.com AttractionPros@gmail.com AttractionPros on Facebook AttractionPros on LinkedIn AttractionPros on Instagram AttractionPros on Twitter (X)
