Adventure Park Insider Winter 2019 by Beardsley Publishing

TRENDING # Facebook_tips # new_products # franchising # inspection_advice # trolleys # eco_ed # and_more

Adventure Park Insider Welcoming Diversity: Two parks detail what it takes to invite and accommodate a broader audience.

WINTER 2019

New Parks and Tours: Recent projects and openings show trends in design, sites, activities, and programming.

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ETTER FROM THE EDITORS

Climate of Change It’s a theme we keep returning to, because there’s no way around it: the aerial adventure industry continues to evolve and change at a rapid pace. That applies to regulations, the types and range of activities parks offer, expanding the market to kids and people of different ethnicities, the blurring of the lines between traditional and commercial operations— all of which are developments we report on in this issue. These topics will likely be explored at the upcoming ACCT and PRCA conferences, too, which makes these meetings especially valuable. As the business grows and evolves, operators need to stay on their toes and adapt—and plan for changes that may be on the horizon. Our third annual State of the Industry survey and report show that visits were largely flat this year at individual operations. But with continued growth in the number of operations—50 percent of the recreational, pay-to-play operators started their businesses in the past four years—the overall aerial adventure market is still growing. It’s just becoming more competitive in many areas across North America. The types of activities being offered keep expanding, too. A few years ago, free-fall towers were the next big thing. Today, kids aerial courses, netted features, climbing walls, and ninja courses are becoming more common. As are urban parks and indoor facilities. There appears to be no end of unusual locations and unique combinations of activities, as operators get more creative in order to thrive. Regulations keep changing, also, and struggle at times to keep up with all the industry’s innovations and creativity. The current effort by the ASTM F24 Committee and its F2959 Aerial Adventure Task Group to update the F2959 standard demonstrates both the desire for a more uniform regulatory environment and how complex that is to achieve. But here, too, the aim is to help the industry evolve, and to provide a greater margin of safety for guests. And all three standards-writing organizations, ACCT and PRCA as well as ASTM, are making progress as they seek to harmonize their individual standards. In this climate of change, sitting still, or just trying to catch a breath, doesn’t appear to be an option for any facet of the aerial adventure industry. And that is a terrific problem to have, because no one ever gets anywhere by sitting still. —The Editors

Thank You! Since establishing Ropes Park Equipment in 2008, we’ve seen other suppliers and equipment come and go. The adventure industry is constantly changing. And we’re right there with you, providing the latest and the proven and the best you need to build and operate your adventure course. Thank you— to all our customers who have allowed us to serve them for the past decade. Today we look forward to welcoming new ones to the world of Ropes Park Equipment. Builders, ask about our exclusive prices. Visit us online or call us today. At your service—as always.

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5 Winter 2019

VOL. 5 | NO. 1 | WINTER 2019

CONTENTS ON THE COVER While visiting Anakeesta in Gatlinburg, Tenn., this fall, publisher Olivia Rowan snapped the cover image. She also met Bob Bentz, managing partner, and Michele Canney, marketing director, to get the back story of this beautifully executed adventure park at the gateway to Great Smoky Mountains National Park.

Nothing But Net

An Open Door to Diversity

30 Upon Closer Inspection This conceptual overview can help you take your inspection program to new heights. By Jamie Barrow

64 Uncover the Magic of Your Park Landscaping elevates your park’s ambience, leading to longer stays and greater revenues. By Adam Portz

36 Navigating Your Social Network Key advice to maximize your return from Facebook. By Tom Kratsch

67 New Products Nine innovations, from small to large, to enhance and expand the guest experience. By the Editors

42 Franchising 101 Pros and cons, for both franchisees and franchisors. By Paul Cummings

70 Keeping Trolleys in Line Care and maintenance tips for a zip line’s essential equipment. By Chris Rooney

Netting, and netted belay-free activities, have a lot of applications in aerial parks. By Katie Brinton

3 Letter from the Editors Climate of change: The industry’s evolution continues. 6 Park Briefs Conferences, conventions, and regulations, oh my! News from around the aerial park world. A Staff Report 12 Successful Recruiting Establish your staffing needs, cast a wide net, and interview wisely. By George Powell 20 An Educational Opportunity Bringing the classroom into the trees can benefit kids and profit operators. By Peter Oliver

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28 Park Spy “I am a bit of a germaphobe. How do you clean your gear?” By Sarah Borodaeff

EDITORIAL OFFICE P.O. Box 644 • Woodbury, CT 06798 Tel. 203.263.0888 / Fax 203.266.0452 Website: www.adventureparkinsider.com Publisher Olivia Rowan—olivia@adventureparkinsider.com Editor Rick Kahl—rick@adventureparkinsider.com Senior Editor Dave Meeker—dave@adventureparkinsider.com Associate Editor Sarah Wojcik—sarahW@adventureparkinsider.com Digital Editor / Project Manager Sarah Borodaeff—sarah@adventureparkinsider.com Graphic Design Consultant Joerg Dressler—joerg@dressler-design.com Production Manager Donna Jacobs—donna@adventureparkinsider.com

The outdoors has had a decidedly white cast, but aerial parks are changing that. By Morgan Tilton

56 State of the Industry Report Preliminary results from our third annual industry survey. By Rick Kahl and Sarah Borodaeff 60 New Parks & Tours Snapshots of nine new installations. By Sarah Borodaeff

CONTRIBUTORS Cameron Annas Peter Oliver Scott D. Baker Mark Petrozzi Sarah Borodaeff Michael E. Smith Katie Brinton Paul Thallner Bob Curley Morgan Tilton Moira McCarthy Dave Zook SPECIAL CONTRIBUTOR Paul Cummings ADVERTISING/MARKETING OFFICE 70 Pond Street • Natick, MA 01760 Tel. 508.655.6408 / Fax 508.655.6409 Advertising Director Sharon Walsh—sharon@adventureparkinsider.com Marketing Manager Sarah Borodaeff—sarah@adventureparkinsider.com

WAIT, THERE’S MORE! Visit our website for industry news, articles, classifieds and more at adventureparkinsider.com.

CIRCULATION / SUBSCRIPTIONS 70 Pond Street • Natick, MA 01760 Tel. 508.655.6409 / Fax 508.655.6409 subscriptions@adventureparkinsider.com Circulation Manager Sarah Borodaeff—sarah@adventureparkinsider.com A subscription to Adventure Park Insider is COMPLIMENTARY to adventure park industry professionals. Visit our website, www.adventureparkinsider.com, and click on “Subscribe” to get on our list to receive the publication and online content. ADVENTURE PARK INSIDER — Vol. 5, No. 1, Winter 2019, published by Beardsley Publishing Corp., P.O. Box 644, Woodbury, CT 06798. Copyright 2019 Beardsley Publishing Corp. All rights reserved. POSTMASTER: send address changes to Beardsley Publishing, P.O. Box 644, Woodbury, CT 06798.

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PARK BRIEFS PRCA Annual Conference To Take Place March 7-10 Registration is open for the 16th annual Professional Ropes Course Association (PRCA) Conference and Expo. The event will take place March 7-10, 2019, at the Holiday Inn Tampa Westshore in Tampa, Fla. The planned events include both a Qualified Instructors Certification Workshop and Instructor Training Certification in addition to 10 to 15 workshops covering professional development, outdoor education curriculum development, facilitation and team building for zip lines and aerial adventure courses, and more. PRCA will host its annual public board meeting and public membership meeting at the event, as well as an ANSI/PRCA Consensus Group Meeting to discuss the ANSI/PRCA standard and submit it for reaffirmation in 2019. In addition, PRCA will be hosting an ASTM F24 Amusement Device F2959 exclusions task group meeting at the conference (see related story, p. 12). The exclusions task group was established after ASTM tabled a ballot item to remove the exclusions from the ASTM F2959-18 standard. The change would bring educational, camp, therapeutic, and other programs under the scope of the F2959 aerial adventure standard. The task force will seek to develop new language to be balloted by the F2959 subcommittee and F24 committee in October of 2019. Members and non-members are invited to attend the conference. Special hotel rates are available for attendees, but must be booked by Feb. 8, 2019. For more information on the conference and certification workshops, visit www.prcainfo.org. •

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IAAPA Expo Was a Virtual Reality Show Virtual reality remains hot, netting and ninja features are on the rise, and the International Association of Amusement Parks and Attractions’ IAAPA Expo continues to grow. The annual event filled the Orange County Convention Center in Orlando, Fla., Nov. 12-16. Virtual reality has been big at IAAPA for the past several years, and there’s now something for everyone— though males, adolescent and adult, are the main targets. VR is showing up in more activities, too; coaster

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company Wiegand incorporated VR into one of its rides.

Even so, active and participatory attractions were drawing crowds, too. As usual, the Ropes Courses Incorporated booth, all 5,000 square feet of it, displayed the company’s latest innovations, including a 180-degree curved Sky Rail and a Sky Tykes course complete with its own Sky Rail. More than 1,600 participants interacted first-hand with the two-level course and the Clip ’n Climb climbing walls, according to RCI, and many thousands more watched them.

Adventure Solutions’ ninja course also drew lots of onlookers and participants, including one in a T Rex costume who starred in a viral video from the show. That set-up, and netted attractions generally, were regular sights in the hall. Treetop Trekking was showing new nets made by a fishing supply company in Brittany, France. The nets are incredibly strong and durable, and come in several colors.

A notable entertainment development, Mountain Mile in Pigeon Forge, Tenn., displayed its plan for a major retail/hotel/restaurant/adventure/entertainment complex. The tentative plan includes 70+ acres of to-be-determined aerial adventure alongside a recently built $22.5 million baseball complex, in a locale that sees 15 million or so visitors a year. Otherwise, IAAPA was full of its usual array of amusement park rides, food, knick-knacks, arcade games, water features, and inflatable slides, play structures, and bounce houses. One exception to the usual was a 10-foot-high bounce house in the shape of the smiling pile-of-poop emoji, which drew plenty of attention. For all that, several exhibitors felt the show was less busy than previous years, despite a record number of both exhibitors and buyers (26,600 of the latter). The apparent lack of energy may have been due to a new Exploration Station hall outside the main convention hall; the Station, housed in two large tent structures, seemed relatively energetic and upbeat compared to the main floor, and helped spread out the crowd. Next year’s IAAPA Expo will be held Nov. 18-22 in Orlando.• >> Park Briefs, continued

1. An attendee test drives a VR motorcycle ride. 2. Adventure Park Insider’s Rick Kahl (R) learned all he could from Wiegand’s Rachel Lewis and Vail Resort’s Dan Edwards. 3. Chris Murray (L) and Cameron Annas (R) of Granite Insurance chat with the High Trek Adventures team. 4. A participant flies over the trade show hall on RCI’s curved Sky Rail. 5. This kid’s face says it all.

•

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Task Groups Address Future of ASTM F2959 Standard Revisions Will the ASTM F2959 standard expand to include more traditional operations and programs? The F2959 Aerial Adventure Course Task Group, and the larger F24 Committee, are moving on several fronts to evolve the standard and accommodate the concerns of all members of the industry, and at the same time to raise the level of safety for consumers. At its October 2018 meeting, the F2959 task group tabled the ballot item that would have removed the exclusions to the F2959-18 standard, for a period of one year. But F2959 will take up the exclusions language again at its next October meeting. Further, the F2959 task group continues its work to improve/revise sections on braking, containment/harness, wire rope, geotechnical and more. A separate effort, to explore the harmonization of the ASTM/ACCT/PRCA standards, is also underway.

Top left: Exhibitors have fun in trade show hall at AOA. Top right: Kristi Kucera from Moondance Kayak chats with the folks at Peek about their booking software. Bottom left: Kendra Beck from Camp Hi Canoe Livery, Emily Ambrose from Engage Consulting, and Julie Thorner from Liquid Spark chat during a session on creating a strong corporate culture. Bottom right: Woody Woodruff from Wildwater Ltd., Jessica Booth from Outdoor Adventures Inc., and Jon Felderman from Big Creek Expeditions catch up during the trade show.

•

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but comes with the caveat that these stakeholders should work to identify areas in F2959 that need to be revised, and submit those items to ballot during this timeframe,” said Jared Krupa, chair of the F2959 Aerial Adventure Course Task Group. “It is the responsibility of any member or interested stakeholder to identify these items and do the work to get a ballot item together.” The exclusions task group is headed by Jeff Borba of Precisioneering, with PRCA’s Mike Barker serving as stakeholder lead. WHAT LANGUAGE IS ACCEPTABLE?

ACCT policy director Scott Andrews is optimistic about

the process. Andrews is a member of the F2959 task group and is working on the harmonization effort. ASTM, he said, recognized that some aspects of F2959 “don’t really work for the traditional portion of the industry. So how do we fix it so it works for everyone? It’s a good approach, as it could really make the ASTM standard more useful,” he added. Krupa reminded Adventure Park Insider that any eventual changes to the standard will apply only to new or revised/updated equipment and installations. Most existing installations would be grandfathered. ASTM F2959 section 1.3.5 states that the standard only applies to aerial adventure courses installed after the standard’s publication date—as long as pre-existing designs are service proven or previously compliant. WAIT, THERE’S MORE!

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The exclusions task group is one of several smaller focused task groups within the larger F2959 task group that are addressing specific

sections of the standard, among them operations, maintenance, design, manufacturing, Authorities Having Jurisdiction, and third party inspectors. Each task group has four to six members. The groups hold working sessions as needed, and report regularly to the full F2959 task group. The harmonization task group continues its efforts as well. This group was formed with representation from ACCT, PRCA, and F2959 to review the three standards and identify gaps, with the goal of having a list of differences and beginning the process of balloting needed revisions in order to fully harmonize them. This effort could help the industry evolve. “I’m really excited about the work that’s being done,” said Andrews. “We’re getting a better view of the industry by evaluating three different systems. All address public safety, just from different viewpoints and mechanisms of addressing the risks. They all help us develop practical systems for increasing instructor judgment.” The upcoming ASTM F24 meeting Feb. 13-16 at the Hyatt Regency Houston will show just how much progress has been made toward that and other goals.•

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SUCCESSFUL RECRUITING

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Creative searching and sound communication can make your recruiting efforts more effective. Finding staff is the biggest concern operators confront. As it should be: no park can be better than its people. When guests rate their experience, their interaction with guides and other personnel is most frequently mentioned. So, how do you develop the organization that best serves your particular operation? If your park operates year round and offers advancement opportunities, your candidate pool is much larger than the seasonal attraction that has a manager, senior supervisor, and assorted part-timers. In either case, the required positions are similar: management, guest facilita-

tors, office staff, and maintenance. The best source for all positions is recommendations from people you know, including current staff. Query your friends, business contacts, and folks you trust at local schools, churches, youth groups, civic clubs, and government agencies. Solicit a likely applicant you encounter in a restaurant or retail job. In recruitment, “word of mouth” is key. MANAGEMENT A manager is the first, and often easiest, position to fill. It is a full-time, potentially career assignment. Recruit a person with management experience and

solid references, preferably within the outdoor recreation or hospitality field. However, the management position requires multiple skills, and the aerial aspects can be acquired if the candidate is proficient in other respects. Candidates are often willing to relocate for a management position, so you can broaden your search beyond the local area. Post in publications like Adventure Park Insider, solicit recommendations from PVMs, attend job fairs, and use ziprecruiter.com to cast a wide net. Important note: Assume that the position you are filling meets the aspiration of the

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applicant. Don’t oversell the job or opportunity. Explain that the park is open 50 to 100 hours per week, depending on the season and weather conditions. Peak periods may require management presence during traditional holidays. The manager is not expected to work all hours of operation; delegation and monitoring skills are vital. Determine the applicant’s financial needs and goals. If the manager position has a maximum salary of $45,000 and the applicant has obligations that exceed that amount, or if benefits don’t include health care and the applicant must have it, keep looking. Many people will accept a position while they look for something more suitable. Be alert to that possibility so you don’t have to go through this process a second time.

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FRONT LINE STAFF These positions are often part time; make it clear if this is an “as needed” position to maintain flexibility of scheduling. Be honest with candidates about the potential peaks and valleys of hours.

1. Guest facilitators. Aka guides. These critical employees come in different genders, ages, aspirations, backgrounds, appearance, education, ethnicity, and politics. That’s all part of their charm. What matters is that they are responsible, friendly, dependable, trustworthy, clean, and service-committed.

is willing to work “as needed?” Everywhere! A well-known fast food company advertises itself as “Your Best First Job,” stressing that an entry level job is not a career. Guiding on a zip line is not typically a career either, but it beats the heck out of flipping burgers. Staff sources:

2. Office staff. Recruitment for office staff parallels that for guides, but without the physical requirements. Office staff will handle cash transactions, so background checks and personal references are important. Computer skills and pleasant phone techniques are essential. 3. Maintenance workers. This cadre is a bit easier to find. For one, they need not be the required age 18 for guides. You can also hire a contractor to perform maintenance. If you do, be sure he or she is insured and can supply a certificate of insurance. You don’t want to cover contractors on the park’s policy. FINDING GREAT PEOPLE Where is this diverse population that

College students are an obvious source. If they live nearby, they can work weekends and holidays to supplement the busier days. Retired military have maturity, income, health benefits, work ethic, and are available year round. Organizations such as RecruitMilitary.com, MilitaryConnection.com, Vet Job Fairs, and Pathway Vets promote veteran placement. If a military base is nearby, call on the placement office directly. Government employees and teachers share many of the qualities of retired military. Many retire with 30 years service and are only in their early fifties. >> continued

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Firefighters are scheduled off a few days each week, and many work a second job as a result. To assist in that, fire department central offices often have a job placement service. Firefighters offer maturity, safety awareness, first aid expertise, and are frequently drug tested. Evening restaurant workers can cover day shifts until 3 p.m. or later. Outdoors enthusiasts have an obvious desirable trait: they love the outdoors. Call on outdoor outfitters and leave applications on their bulletin boards to catch the enthusiast who might be looking for more work. Your guests are another likely pool. Post jobs on your website and social media, and include in your print ads and rack cards. Accumulate applications and keep on file even when not hiring. That applicant might be available later, too. Remember that all positions are customer service oriented. Prior expe-

rience is helpful, but not required, as there will be thorough training prior to employment. THE REVIEW PROCESS Beyond the interview, there are other ways to evaluate potential employees. Real-World Experience. During the initial interview, offer the applicant a complimentary experience as a guest in the park, so they can see what’s involved. Obtain References. Ideally, get these from previous employers and personal sources such as teachers, coaches, or neighbors. Inform the applicant that an FCRA (Fair Credit Reporting Act) compliant background check will be conducted (through Good Hire or Checkr, for example). Your insurance carrier may offer this service. Note to the employer: Prior convictions of inappropriate sexual behavior, harassment, vehicle felonies, etc., should disqualify the applicant, if not voluntarily noted on the employment application.

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Pre-Screen Drug Testing? The insurance carrier may or may not require one. If an employer elects to drug test, all employees must be included. It is all or none. The most common step is a urine test that screens for a variety of drugs. Failure of the test is not an automatic disqualifier. It is the discretion of the employer. Be aware, though, that in case of an accident, all personnel involved will likely be given a drug test. (ed. note: Adventure Park Insider plans to cover this subject fully in a future issue.) Initial Training. Initial training is conducted prior to employment, and the satisfactory completion of training is a condition of employment. Explain that there is no compensation for training until they are hired, per Federal Fair Labor Standards Act. Future training will be compensated. (Verify that this policy does not violate local law.) SETTING EXPECTATIONS Make it clear to all candidates what is expected of staff. >> continued

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Priority #1: Commitment to safety. The work is performed at speed and height, and the safety of the staff and guests depends on total commitment to safety protocol. Implement your protocol in a way that supports confidence, not anxiety, in the guest experience. Priority #2: Maximizing the guest experience. Some guests are there for the thrill, others to learn, some will want to know about the construction process. The guide will need to determine what to discuss, what to avoid, and play to the interests of the group. Priority #3: Working well in a team environment. Cooperation makes the work flow more efficiently. Putting gear in position for the next tour, helping guests get out of their gear, answering a phone when others are busy, keeping the guide area neat—all these little chores help fellow staff stay on schedule. CROSS TRAINING Cross training alleviates many staffing woes. When interviewing an applicant, find out if the person is capable of

handling office responsibilities as well as conducting a tour. Consider: Mature enough to supervise in the manager’s absence? Capable of performing the emergency protocol when necessary? Are you comfortable with him or her handling cash and other assets? Dependable enough to open and close the office without supervision? Willing to perform other duties such as mulch trails and inspect guy wires? Cross-trained employees will earn more, and be more valuable to the park. STAFF RETENTION Workforce turnover is inherent in the industry. This can be favorable. Doing the same thing every day becomes work, which becomes monotonous, which leads to carelessness. And there is zero room for carelessness.

On the other hand, experience is valuable, and keeping a qualified and engaged workforce is important. The goal is to retain staff members as long as they are enthusiastic and responsible. This is another strong reason for cross training. Varying the workday experience enhances job satisfaction. Other considerations include: Match employee and job. An introvert will not make the best guide, but if highly organized, he or she could excel in the office. Time and money. Keep people fresh with comprehensive, ongoing training. Compensation must be competitive, consistent, understandable, and on time. Evaluate and communicate. Performance evaluation, recognition, and correction are vital. Schedule wisely. Because employees have been hired on a part-time basis, scheduling must reflect their other obligations.

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Guides lead a discussion on tree identification at Ozone Zipline Adventures. Participants take a guess on the age of the tree before the big reveal.

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AN EDUCATIONAL OPPORTUNITY

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Environmental education is a natural for a park or tour situated in the outdoors. Ralph Waldo Emerson, the great 19th-century philosopher, once wrote: “When nature has work to be done, she creates a genius to do it.” In a world where urban and suburban dwellers are becoming less connected to the outdoor environment, adventure parks and zip tours provide a smart way for people to play and reconnect with the natural world. Put another way, in the typical setting of a typical adventure course, there is a lot to be learned from nature.

But how many adventure parks are really taking advantage of the opportunity? To augment an aerial adventure course or canopy tour with an educational component might strike some park operators as a bridge too far. Perhaps they envision logistical hurdles, in particular the cost of educational signage or the need for additional staff training. Perhaps they worry that an educational component, especially if delivered with a heavy hand, might encroach on a park’s main objective: simply to have fun. Or perhaps park operators

don’t believe they have the expertise to make fun and education work together seamlessly. Why bother? The answer, says Brian Funtleyder, co-owner (along with wife, Lorrie) of Boundless Adventures, a park building and management company: “The benefits [of an environmental education component] far outweigh the costs.” Boundless Adventures has been working with the Pringle Nature Center in Bristol, Wis., to develop a network of aerial adventure courses to supplement

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Adventure parks and zip tours provide a smart way for people to play and reconnect with the natural world. Photo credit: Boundless Adventures

educational activities already in place at the center. The adventure park will open this spring.

chance to teach about “the aesthetic values, recreational values, and commercial values of the forest.”

ADDING ADVENTURE TO EDUCATION

Thomas concedes, however, that in teaching “the importance of forests and forest ecology, standards are fairly broad.” For guidance in honing the focus of its environmental education programs, Pringle maintains contact with regional schools to dovetail with curricular bullet points. In addition, the center has a full-time naturalist on staff.

The adventure park at Pringle, a ninecourse installation with varying degrees of difficulty, has many of the common elements that put the fun and adventure into an adventure park, including zip lines. But it is also being designed to conform with the center’s mission statement as a place “where people of all ages can experience nature, environmental education, conservation, and stewardship.” So, this is a case not of an adventure park adopting an environmental education program, but of an environmental education program adopting an adventure park. Regardless, the two concepts are well matched. Says Barry Thomas, chairman of the board of the Pringle Nature Center, an aerial tour provides a unique

But curricular bullet points can vary considerably, depending on the age of the participants and the objectives of a particular school group or group leader. The focus of one group might be wildlife, of another the identification of tree species, of another wetland dynamics. Another group might want an omnibus approach and seek to cover all things natural. In all of its educational programs, Pringle seeks to highlight its unique natural features, especially the

remnants of an oak savannah, a threatened ecosystem, according to Thomas. ENVIRONMENTAL ED FOR ALL Pringle is not alone. Camp Kern, a YMCA-run operation in Oregonia, Ohio, installed a canopy tour in 2009 as a way of addressing a “decline in traditional environmental education” at regional schools, according to Andrew Wright, director of Ozone Zipline Adventures at Camp Kern. The zip-line adventure seemed like a great way to get kids interested in environmental education by making it, simply put, fun. It was an opportunity, as Pringle’s Thomas puts it, for kids “to learn without knowing they’re learning.” Wright agrees, not just for kids, but also for all park visitors. “People say: ‘We expected to be zip lining, but we learned a lot more.’” Wright also agrees with Thomas that “environmental education” can touch a lot of bases,

such as local ecology, geological history, fossils, and physics, among other things. Even engineering details such as the load-bearing capacities of the zip lines can be woven in as teaching moments. Using a little imagination in structuring an educational program can contribute to a better overall learning experience.

Camp Kern installed a canopy tour in 2009 as a way of addressing “a decline in traditional environmental education” at regional schools.

Both Pringle and Camp Kern are not-for-profit operations with environmental education as their principle objective. That obviously differentiates them from for-profit aerial adventure parks. So the question is: Why would a for-profit operation want to go through the extra process of organizing and implementing

an educational component to augment its activities? Funtleyder of Boundless Adventures answers the question simply: “Any time you add an amenity that’s attractive, it’s good for business.” That is especially true if, as Funtleyder suggests, the

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23 Winter 2019

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amenity isn’t particularly expensive in terms of infrastructure modification or extra staffing or training. Think of it as an example of the sunroof theorem: If just a couple of extra bucks gets you a sunroof for your new car, why not get the sunroof? Not including an environmental education component is an opportunity lost, says Funtleyder. “Some parks have completely ignored the fact that they’re in the woods,” he says. In other words, if you have an obvious asset at your disposal, make the most of it. Boundless Adventures operates two other parks, in New York and Massachusetts, and Funtleyder says they try to incorporate environmental education at each.

STAFF TRAINING AND SIGNS For the most part, the implementation of an environmental education component is basically two-fold: signage and staff training. Signs to highlight natural features—e.g., tree species, wildlife corridors, evidence of glacial

“People say: ‘We expected to be zip lining, but we learned a lot more,’” says Ozone’s Andrew Wright.

movements—are relatively inexpensive. And both Thomas and Wright insist that staff training is not much of an extra encumbrance. Boundless Adventures will manage the Pringle adventure park with its own staff. Because the tours have been designed to be self-guided, with no belaying or spotting necessary, adding environmental education to the park guides’ job description doesn’t necessarily overburden the guides with responsibilities. “The staff is just trained in a different aspect,” says Funtleyder. Given that Pringle specializes in environmental education with the input of a staff naturalist, training is mainly a matter of cross training with other Pringle staff members. Wright says that at Camp Kern, there isn’t an insistence that guides adhere to a strict curricu-

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lum. Staff members are often college students “with an environmental focus. It is part of their outdoor education program,” he says. At its park in New York, Boundless Adventures also taps the environmental interests of students at nearby State University of New York at Purchase. Staff training, says Wright, “provides a foundation, and then [the guides] put their own spin on it.” That fits in well with an effort at Camp Kern to revise and modify some aspects of its educational program on a regular basis. Because the camp hosts a number of returning groups, “We don’t want to deliver the same thing over and over again,” says Wright.

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Kids, or groups of kids, are clearly the principal market to which environmental education programs are targeted. But Funtleyder insists that an educational component can appeal to general-admission guests as well. And

Wright says that having an environmental education component gives Camp Kern a competitive edge, especially as the number of adventure parks in the region has grown in the decade since the camp first opened its park. “We are an educational canopy tour. That sets us apart a bit,” says Wright. Why add an educational component? “Any That said, the exact impact of time you add an amenity that’s attractive, an environmental education it’s good for business.” — Brian Funtleyder program on a park’s bottom line is difficult to quantify. The assumption is that value is added, There is no record to suggest that Emerbut neither Pringle nor Camp Kern son ever tried a canopy tour or zip line. could put a precise number on that But there is little doubt that he would value. However, it is probably fair to have appreciated, from the unique infer that an educational program, vantage point that aerial tours provide, especially when coordinated with all the things that the genius of nature regional schools and their curricula, can could teach him. have a significant impact on a park’s school-group business.

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PARK SPY THE QUESTION: “I’m a bit of a germaphobe. How do you clean your gear between uses?” Let’s be honest, people are gross. We sweat, and when we sweat, we stink—especially when exerting ourselves. And then we share the stinky, sweaty gear. So how does a germaphobe handle it? Operators have to deal with phobias all the time, but more often than not, it’s a fear of heights. We wondered what happens when a germaphobe calls up and asks just how clean the gear is? Have a question we should ask for Park Spy? Send it to Sarah Borodaeff (sarah@ adventureparkinsider.com) and, if we use it, you’re immune for one issue! We present all eight of this edition’s Spy missions here. Check out all the Park Spy missions online at www.adventureparkinsider.com and use them as training tools with your team!

Park #1, CA

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First contact: Female. API: Stated question. Staff: Ummm, let me check, hold on please. On hold… Staff: Thanks for waiting. So, we wipe the helmets out between uses, but the harnesses can’t get cleaned between people, so if you’re uncomfortable with that, I’m not really sure what to say. API: Do they get cleaned each night? Staff: No. API: Can I bring my own harness? Staff: Unfortunately not, it’s a safety concern. We need to be able to check out all the equipment. API: OK, that makes sense. Staff: Yeah, I’m sorry, I wish I knew what to tell you. API: That’s OK. Thanks anyway. Score: 4 Comment: She was very nice, but “I wish I knew what to tell you” is not a good response for any question.

Park #2, IN First contact: Male. API: Stated question. Staff: Great question! We spray the harnesses down

between uses with this anti-bacterial spray. Just be forewarned that if we’re having a really busy day, the spray can make them feel wet if they don’t get enough time to completely dry between people, but once the spray is on there they’re good to go. API: Noted. What about helmets? Staff: We don’t actually use helmets on our adventure course, so nothing to worry about there. API: OK, thanks. Staff: Any other questions I can answer for you? API: I think that’s it. Staff: Have an awesome day! Score: 6 Comment: While it’s a little gross that harnesses might still be wet, at least they’re clean! Guess I will try and go on a quiet day.

Park #3, FL Answering phone: Automated machine. Chose operator. First contact: Female. API: Stated question. Staff: Umm, I’ve never gotten that question before! Well, the helmets get wiped down and stuff. But there’s, like, not much we can do about dirt and stuff on the course, ‘cause it’s outside. API: I’m not so much worried about dirt, but the course looks like it could be strenuous and people

would sweat in the gear and I don’t like to share things like hats and clothes. Staff: Yeah, OK. Well, like I said, we wipe it down and stuff so it wouldn’t be sweaty. Silence… API: OK, just the wipe down of the helmets? Staff: Yeah… Silence… API: Thanks. Score: 3 Comment: Yes, outside is dirty. On the phone, though, please clean up your approach to guest inquiries.

Park #4, WA Answering phone: Automated machine. Chose operator. First contact: Male. API: Stated question. Staff: Sure. So what we do is when guests come off the course, the guides take all their gear back and then spray the helmets down. The harnesses we can’t wash between uses just because they would need a lot of time to air dry, but we do wash them at the end of every season. So they were cleaned pretty recently and with the weather as it is right now people are dressed in long shirts and long pants and not really sweating a lot into the gear, so it’s really not that bad.

Score: 9 Comment: Nice, very detailed answer and covered the bases. Bonus points for the website and social mention.

Park #5, GA First contact: Male. API: Stated question. Staff: Well, we don’t really… I mean, you can’t wash harnesses. API: Not ever? Staff: Well, I’m sure they get cleaned from time to time, but you can’t just throw a harness in a washing machine. API: I wasn’t asking if you put them in a washing machine, I was just curious if you clean them between uses, wipe them down, or spray them with something, or anything? Staff: No, you can’t just spray Windex or something like that on them because it breaks down the fibers. API: Gotcha. Thanks. Score: 2 Comment: Thanks for making me feel like a weirdo, dude. Most people don’t know that you can’t just throw a harness in the washer. There’s a right way and a wrong way to speak to guests. This was the wrong way.

Park #6, TX First contact: Female. API: Stated question. Staff: Sure thing. So we wipe the helmets down between uses and then spray them down with this anti-bacterial spray. The harnesses we wipe down with a wet cloth. Unfortunately, we can’t do a full wash between every use, but we keep an eye on them and if there are any that are truly dirty then we’ll pull them from rotation so they can be properly cleaned. API: OK. Staff: The one thing I will mention is that we give

everyone gloves to wear. Those are probably the dirtiest thing we’ll give you since, unlike the harnesses that are worn over your clothes, they actually touch skin. If you don’t want to wear the gloves we give you, we do have them for sale in our retail shop so you can get a brand new pair. API: Thanks! That’s a great idea. Staff: I’m so glad. Is there anything else I can do for you? API: That’s it, thanks. Score: 7 Comment: Have you ever stuck your hand into some of those guest gloves? Yuck. Great suggestion on the gloves.

Park #7, HI First contact: Female. API: Stated question. Staff: Umm, I’m not sure about that. Hold please. Silence… Staff: Never mind, I thought I was going to have to answer that but someone else did it. Anyway, you’ll have to call the main office at (phone number) to get that information. API: Thanks. Call #2 Answering phone: Male. API: Stated question. Staff: You know, I’m new here, so I’m not really sure. Let me check. Hang on. On hold… Staff: OK, so there’s no one here with that answer, but if you call the reservations line at (first phone number) then they’ll be able to answer that question for you. API: I just tried to call them they directed me to you. Staff: Oh no! Ummm (nervous laughing), maybe if you call again you’ll get someone else who might know? API: Thanks, anyway. Score: 1 Comment: Not good. Rather than volley me back and forth, take my name and number and call me back with the answer.

Park #8, CA First contact: Female. API: Stated question. Staff: Absolutely. So, the helmets get sprayed down with an anti-bacterial spray similar to what you would see at a bowling alley. Then the harnesses get washed in warm soapy water and left to air dry. API: Wow. And that’s between every use? Staff: No, actually, the harnesses get washed at the

end of every day if they were used during that day. They get used probably once to twice a day depending on how busy we are. If you’re worried about it, I would try and make sure that you come earlier in the day, that way you’re the first use on that harness. You can also make sure to wear something like a crew neck t-shirt or long sleeve and longer shorts or pants. That way the harness isn’t making direct contact with your skin, which is honestly better because the material can rub a bit when you’ve weighted the harness. API: Thanks, that’s a good idea. Staff: You can also wear a hat underneath the helmet if you want. A lot of people do that for sun protection. Not all hats fit, though. Some are a bit bulky or squarer on top and they won’t fit so we let them know to try the helmet on with their hat before going out. The baseball hats that are more flexible tend to work really well. API: Great idea. Staff: Is there anything else I can answer for you? API: Nope, that’s it. Thanks! Score: 10 Comment: She knew the answers, and also went out of her way to provide suggestions that might make me feel more comfortable. Nice work! Identity Revealed: Skull Canyon Zipline

Debrief: This question is not about how often you clean your gear. That is between you and your supplier. They all have guidelines for how to clean, how often to clean, what products to use, etc. Get that information and follow it. This question is about how the person answering the phone responds to the guest. Skull Canyon won this round not because of how clean they keep their gear (kudos, though, for explaining it clearly!), but because my contact offered options to make me feel more comfortable and didn’t make me feel like a weirdo for asking. Inform callers about what to wear, when to arrive, etc., because those little tidbits can have a huge impact on the guest experience, before a guest even arrives at your park. And let’s be honest: This is not any different than dealing with someone who has a fear of heights. Listen to the guest’s question and politely address concerns as best you can within the operating procedure of your course. Park #3 hit upon a key point: “I’ve never gotten that question before!” What are some of the weird, one-off questions that you’ve heard at your operation? Did someone ask if they could zip with their baby? Or perhaps if they could borrow your equipment for the day? Throw Park Spy the curveball questions you’ve received this season. We’re always looking for real-world examples!

29 Winter 2019

API: You said they were washed recently. We’re local, so maybe I could try and schedule my visit for the first day after you wash them again? Staff: Sure, that’s definitely an option. We don’t have it scheduled right now, but we typically do it during down time. We’ll close for a bit between seasons to do maintenance and that’s when that will happen. API: OK, then maybe that’s what I’ll do. Staff: Great, just stay tuned to the website, or actually our Facebook page because that will have the most current info on it when we’re shutting down for maintenance, and then you can call and confirm if we’re doing a harness wash then. API: Thanks!

UPON CLOSER INSPECTION... An inspection regimen is only as strong as your weakest link. BY JAMIE BARROW, DIRECTOR OF OPERATIONS TRAINING AND RISK MANAGEMENT, VAIL RESORTS An accident is rarely the result of a single failure—it almost always stems from a series of failures, often small ones. To stack the odds in your favor and interrupt that cascade of events leading to a bad result, take a systems or linked approach to inspections and audits. To be clear, this is not a how-to-inspect article. That is specific to your installation. This is more of a things-toask-yourself piece, to challenge your perceptions of what you might want to inspect, and how. Start by thinking about inspection as a cyclical process. Note that no link in this cycle is more important than any other link, as it is a continual, ongoing process. To illustrate that, let’s start with what I consider link 2. LINK 2: OPERATIONAL INSPECTIONS

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Operational inspections are the primary frontline defense against incidents. These inspections are done by managers, shift supervisors, operators, and maintenance teams. Some are more obvious than others.

everyone was trained, but are they still doing it right? Ensure staff are not developing short cuts or bad habits, forgetting things, etc.)

• Internal Compliance: To ensure that

• trainer audit (who trained your trainer,

• Secret Shoppers: These often tell you

how long ago, did they have a syllabus or training plan, etc.)

far more than any formalized inspection. Invite a family member or friend, and advise them on what to look for, from guest service to technical tasks. Ask them to rate you.

• audit of your SOP vs. the manufacturer’s manuals—do they align?

• audit of new equipment receiving inspection and tracking logs Things to ask yourself about operational inspections: • Are the persons doing this trained for it?

• Do they have the necessary tools and experience?

• Do you have a built-in redundancy or double check? Is the same person or skill level doing your daily, weekly, and monthly inspections, or do you have a system for a more skilled person to catch what others might miss? LINK 3: NON-OPERATIONAL INSPECTIONS

The Obvious: • daily, weekly, and monthly physical inspections

Your organization may or may not have the following resources, but you can assign a manager or supervisor to perform them.

• seasonal setup inspections

• Health and Safety: To provide a variety

The Less Obvious: • audit of waivers for accuracy and ability to locate a specific waiver (yes, even if it is electronic)

• training audit (not only signing off that

you’re following all of your region’s regulatory requirements, or any applicable industry standards.

of helpful inspections, from ergonomics to hazard/risk assessments.

• Internal Audit: To compare and review manuals or other SOP or best practices to make sure you’re doing what you have written down.

LINK 4: EXTERNAL INSPECTIONS A few external inspections to consider: Professional Inspection: Often, a company that only does inspections has a very unbiased opinion and sees things that a manufacturer might not see in its own product. Specify the scope clearly—this can range from structural inspections only to documentation audits only, or both. Manufacturer Inspection: The manufacturer knows the system well and has likely seen more instances of product misuse than any other inspector. This includes both common and uncommon issues. Insurance Services: Regardless of your size, your insurer is a great resource. Your agent will happily provide you complimentary services with expert consultants in any of the non-operational inspections, as it helps protect their interests. Regulatory Inspections: Whether your regulator requires annual state inspections or provides spot checks, these can be a very beneficial resource and

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UPON CLOSER INSPECTION... should not be feared. If your state provides only random/sporadic inspections or relies on professional inspectors, ask if there’s a program for voluntary visits. These are often an opportunity for the state to provide you with non-enforcement feedback. Be sure to contact your regulator and ask them if they have a program like this, and be very sure you understand all the rules before agreeing to it. Peer Reviews: These can be incredibly fun and informative. Invite a peer you respect and want to learn from to come out and perform a review. Let him or her take a look at your operation and provide their perspective. Often, they will ask you to do the same, and you will get twice the learning as you audit and see their program. Tip: Try and pick a topic or aspect of business to focus on, not just a general tour, so the time is more directed on an actual inspection/ audit.

LINK 5: REACTION TO INCIDENTS Despite our best efforts, bad things are going to happen, whether it is a near miss or an actual incident. Have a procedure to do two things: 1. Accident Investigation. Use a systematic and well-thought-out form for collecting facts, not opinions, for both guest and staff incidents. Have your legal team help you create this form and help you do an annual training on how to properly fill it out. Done well, these forms can be incredibly helpful— and if done wrong, can be incredibly damaging. 2. Root Cause Analysis. There are many different models you can use, but any good root cause analysis tool should help you identify not only the primary cause, but also many contributing factors that led to the incident. Often a tool like this will help pinpoint many gems of information that can prevent future issues.

LINK 1: ASSESSMENT AND EVALUATION This is the stage where you and your core leadership team (key staff members, insurance representative, legal representative, etc.) take a look at where your risk is, and identify the leading or lagging indicators that help you assess where that risk really lies. Some questions to ask yourself: Leading Indicators • What keeps me up at night?

• Where are the highest risks of failure, both mechanically and operationally?

• What near misses have we had? • Every year our regulator or inspector finds… Lagging Indicators • What incidents have we had?

• What incidents have I seen in the industry, but not at my site?

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UPON CLOSER INSPECTION... • What workers’ compensation claims have I had?

• Every year, X, Y or Z is a problem.

• highlight what type of an inspection will reduce risk most. You may do more than one type for high risk index items.

• suggest what the inspection questions or format will be

These questions help identify critical areas, not defined by your manufacturer, that nonetheless might need inspection or heightened inspection. Then, create a list of things you have identified, and rank them on a scale of 1 (low) to 10 (high) for both probability and severity, to form a risk index, as here. Risk Probability Severity Risk Index Risk 1 5 2 10 Risk 2 2 9 18 Once you have identified your highestrisk issues, make a plan. The plan should:

• determine which risks you want to address with an inspection

• identify the resources you have to

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perform the inspections (only commit to what you can accomplish)

• state who will be doing the inspection • assign a person to be responsible for addressing and logging any fixes

• Set a calendar of what inspection or audit you’re going to do and when. Then stick to it!

• Challenge yourself to do inspections when your volumes are high, as that’s a better representation of what is really happening. Don’t focus only on your slow times.

• The inspection/audit is only good if you fix things!

• set a schedule for when the audit will be

• A fix is only good if you document it

done in both frequency and sequence.

(that is, draft new procedures, keep and review re-training and maintenance logs, etc.).

FINAL THOUGHTS A program is only going to be as good as you and your staff’s dedication to perform the tasks and to embrace the pain and learning that comes from a robust inspection and audits program.

• This is a living, ongoing process. Start

• To make it more palatable, frame the

spection is, and who should be doing it. See how strong you can make each link in your chain.

program as a learning, non-punitive program, to encourage your staff to embrace the higher tier inspections/ audits without fear.

small, then grow and fine-tune the program each year to improve and strengthen your chain.

• Challenge your view of what an in-

NAVIGATING YOUR SOCIAL NETWORK Despite recent changes, there are still many ways to reach your Facebook audience.

BY TOM KRATSCH, PRESIDENT OF ACTIVITIES & TOURS MARKETING BY TRK CREATIVE GROUP

Let’s forget, for the moment, the recent dents and scratches on Facebook’s public relations and reputation. For businesses, there was a more significant development that took place in January 2018. That’s when Facebook announced it would change the news feed algorithm to prioritize content from “friends, family, and groups” over, say, commercial interests.

the content, plan and schedule the use of Facebook Live at your adventure park or zip line tour. Feature staff members in live updates for a truly genuine look at what guests can expect. Also, showcase guests during their experience— with the guests’ permission, of course. This not only makes for terrific promotional content, but Facebook will also push it to more of your followers’ news feeds, and more eyes will see it.

Facebook founder Mark Zuckerberg stated, “You’ll see less public content like posts from businesses, brands, and media. And the public content you see more will be held to the same standard—it should encourage meaningful interactions between people.”

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This announcement by Facebook was a shock to the business community, which spends millions of dollars on Facebook advertising and had also relied on the platform to easily reach its followers organically, i.e., for free. How would this impact news feed and in-page advertising and engagement, along with advertisers’ return on ad spend? A year later, we know there are still plenty of things you can do to help your Facebook content reach as many people as possible, without paying a dime. And for a few bucks here and there, the platform offers several opportunities to make an even greater impact, with high ROI. FACEBOOK ALGORITHM TOP-RANKING FACTORS

content you post, more people will likely see it. The factors: COMMENTS. Businesses should create quality content focused on engaging conversations between users. Do this by posing questions in posts. Also, write about timely, relevant topics that users are sure to have an opinion on. Know your audience. Publish content that resonates with them and speaks to your business’s brand, culture, values, and beliefs. REACTIONS. If a Facebook fan reacts to your post using one of the newish reaction icons—“Love,” “Ha-Ha,” “Sad,” “Wow,” or “Angry”—instead of the traditional “Like,” your content might receive a boost in the news feed. COMMENT REPLIES. The algorithm favors comments and replies to comments. These signal that a piece of content is motivating fans to act and engage with the content. SHARING LINKS OVER MESSENGER TO A GROUP OF FRIENDS. It’s good if a user shares a piece of content to their wall, but if a user takes the time to send it to a friend over Facebook Messenger, the algorithm favors that interaction. ENGAGEMENT ON SHARES. Shares are good, but not enough by themselves. Your post must be shared and get engagement on that share to be favored by the algorithm. TIPS TO INCREASE ORGANIC REACH

Top-ranking factors are associated with determining the relativity of content, and if the content will be pushed to the news feed. In other words, if these factors are applied and/or occur on

FOCUS ON VIDEO. Video is a top priority for publishing on your business Facebook page, and Facebook Live video is even better. To maximize the reach of

AVOID ENGAGEMENT BAIT. Asking your fans to comment or like a post is engagement bait, and Facebook is not a fan of this. FOCUS ON COMMUNITY-BUILDING THROUGH FACEBOOK GROUPS. Because Facebook Groups already operate based on audience engagement, utilizing groups for marketing can improve engagement. Facebook Groups provide a space to communicate about shared interests with certain people. You can create a group for anything—and customize the group’s privacy settings depending on who you want to be able to join and see the group. Launching a Facebook Group for special events or special tours that you offer could work well, too. CREATE QUALITY CONTENT. Publishing content that resonates with your audience continues to be the best approach to fostering meaningful engagement. This content should be aligned with your brand experience and show what guests can expect from your adventure park or zip line tour. This includes eye-catching scenic images and videos. CONNECT WITH INFLUENCERS. A Facebook influencer is someone with estab>> continued

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lished credibility and a large, engaged following that overlaps and aligns with your brand’s target audience. Searching out and utilizing influencers to post to their page on your business’s behalf could help increase engagement and followers. To find influencers, a good place to start is with your own Facebook page fan base. Look for advocates who have a medium to large following that appears to be aligned with your brand or

destination. Keep in mind the audience you’re targeting—local or destination— when engaging with influencers. Yes, an influencer might expect to be paid to promote your adventure park or zip line tour on his or her Facebook page, so it isn’t exactly “organic,” but it all depends on the person. ENCOURAGE CUSTOMERS TO FOLLOW YOUR PAGE. Utilize guest touch points to prompt your guests to follow your

Facebook page. How? Place a message in booking confirmation emails or posttour follow up emails. Your booking engine/reservation platform company might be able to assist with this. Onsite signage works, too. FACEBOOK ADVERTISING: NEW GUESTS, NEW REVENUES Utilizing Facebook paid advertising with boosted posts, or using the Facebook ads platform to market, can be a very powerful tool with high return. It is not uncommon for us to see a 20X to 30X return on ad spend for our clients’ advertising on Facebook. Facebook ads come in many shapes and sizes. Which ones work best? After lots of testing, we have discovered several top-performing ad formats for our activity and tour clients, and the creative that will help convert lookers into bookers. INSTANT EXPERIENCE ADS. Instant experience ads (IEA, formerly known as canvas ads) have proven to be top conversion drivers in Facebook. These full screen ads are a combination of several elements: an image or video, a carousel of images, two description areas, and two custom call-to-action (CTA) buttons. These ads are extremely versatile and allow you to showcase a variety of creative elements to grab the attention of your audience.

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Another advantage: when the user scrolls to the end of the ad’s canvas, your website automatically opens. This ad format was specifically designed for mobile use, which is increasingly where most travel-related experiences are being booked. We recommend using a 15- to 60-second video as the main creative piece to entice the user to open the canvas and see more. The ability to include a carousel within the canvas also enables you to showcase more images. Always use experience-based images that will excite your customers and show them what they will get when they book with you.

>> continued

Customizable CTA buttons allow you to speak directly to your audience. For example, “Book Your Unforgettable Experience Today” plays better than the generic “Book Now” CTA. CAROUSEL ADS. Carousel ads are usually the next best converting ad format. These allow you to showcase several images or videos in one ad, which users can then scroll through. Each card of the carousel gets its own headline and destination URL.

One fun way to encourage users to scroll through the carousel is to break a panoramic image into several cards, so the user needs to scroll through the carousel to see the whole image. This helps improve ad engagement rates and, therefore, improves your relevance score. IN-STREAM VIDEO ADS. If you have access to powerful and memorable video content, in-stream video ads are a great option. These are ads that play during

other video content that your audience is viewing on Facebook. These ads must be 5 to 15 seconds long, and only work with certain campaign objectives (reach, awareness, video views, and engagement). The in-stream video ad format is best for a fresh audience that hasn’t yet been to your site. Regular news feed videos from 15 to 60 seconds can work well for remarketing audiences. FACEBOOK VIDEO BASICS

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BRANDING. For all videos on Facebook, make sure you include your brand in the first 3 seconds of the video to ensure that it sticks with viewers. It’s also a good idea to include the website URL with a CTA at the end of the video. 20 PERCENT RULE. Keep in mind that the 20-percent text rule applies to videos just as for images. That is, no more than 20 percent of the video frame (or photo) used for an ad can be occupied with text. Otherwise, Facebook may reject your ad. HIGH QUALITY. High-quality video and images are essential for Facebook advertising to draw in your audience. Use text to explain the experience and any benefits you can provide that your competitors can’t. REMARKETING. Facebook can be a great place to run a promotion for website visitors who didn’t convert, or for cart abandoners to get them to come back and complete a purchase. Use the Facebook business pixel on your website to bucket and remarket to people who have started a checkout process but did not complete a booking. Use the right ad formats and creative, and Facebook is a great tool to turn lookers into bookers. Don’t have the time or experience to take advantage? Engage a Facebook advertising professional or digital marketing company with deep experience in managing Facebook advertising for activity and tour companies. Done right, Facebook advertising and marketing can be spectacularly effective.

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FRANCHISING 101 BY PAUL CUMMINGS, STRATEGIC ADVENTURES

Franchising seems like a pretty straightforward concept. We all know about McDonald’s, Subway, Grease Monkey, and other famous franchises. Even in the adventure industry, some are marketing franchising as a viable business option. But there are levels of complexity that can make it difficult—even dangerous—if a franchise opportunity is not approached intentionally by both the franchisor and the franchisee. In the U.S. today, one out of seven businesses is a franchised operation. This is an incredibly popular business model, and one that we are sure to see more of in our industry in the years to come. But before I get too far ahead of myself, we should probably outline the basics

of franchising. Here are five terms that you must know before thinking about either offering or buying into franchising opportunities: Franchisor The franchisor is the person or company that grants the license to a third party, allowing that party to conduct business under the franchisor’s brand and trademarks. The franchisor owns the overall rights and trademarks of the company, and allows its franchisees to use these rights and trademarks to do business in a predefined territory. In other words, the franchisor is the owner of the parent company. Franchisee The franchisee is a business owner that

Make More Money, Serve More Clients, with

purchases the right to use an existing business’ trademarks, associated brands, and other proprietary knowledge. The franchisee pays an annual franchising fee plus a portion of its profits to the franchisor. This fee is called a royalty, and we’ll dive into this more in a minute. If you’ve ever watched Shark Tank, it’s a term that you’ve probably heard before. Franchise Agreement This is a legal contract that lays out in detail the duties each party needs to perform, and what compensation is expected. In the U.S., this document is regulated at the state level.

• Feasibility Studies • Business Plans • Marketing Plans • Operations Reviews • Sales Training • Management Coaching • Secret Shops

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• Consulting • and more!

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Royalty Fees Royalty fees are paid to the franchisor, by the franchisee, based on the gross sales of the franchisee’s business. Often, there is an upfront payment, followed by monthly payments that typically range from 5 to 8 percent of the overall revenue. These fees comprise the franchisor ‘s profits and support its marketing and operational efforts. Franchise Manual This is the operating manual furnished by the franchisor to the franchisee. It provides the knowledge needed to operate the business. This reference guide establishes the rules, standards, and specifications regarding day-to-day operations. The manual typically includes: • opening and closing procedures • accounting practices • OSHA routines • standards of employee dress and conduct • emergency procedures • interactions with the franchisor • operating systems • and possibly much more

The franchise manual is essentially the operations guidebook for running a successful franchise. BECOMING A FRANCHISOR Think you’re ready to offer franchise opportunities? There are both benefits and pitfalls involved. The Benefits Successfully franchising your business can fast-track several benefits that would take significantly more time to achieve organically, without establishing a franchise: • This business model enables your brand to build equity and increase market share. • Customer loyalty builds through brand recognition in multiple locations. • Your business is able to enter new markets, at a lower cost and faster rate, than you could otherwise. • Motivated owners and operators will take on the role that is often reserved

for high-level internal personnel. These business owners are likely to bring a different level of energy and care to the company, given that they have “skin in the game.” This also decreases payroll costs significantly. The Challenges Before you roll up your sleeves and launch your new franchise business, you should be aware of the following: • States often have different regulations for the registration and sales of franchise opportunities. • Compliance files must be maintained to help prevent franchise law violations. • You must be very careful in making claims about how much money a franchisee can make as a result of going into business with you. While the income potential is generally a selling point, anything that is perceived as overpromising could be interpreted as “false advertising.” • Communicating material changes in

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43 Winter 2019

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FRANCHISING 101

operations, the corporate structure, financial statements, or relationships with your franchisees must be handled with care.

• How you advertise your franchise opportunity depends on the regulations of various states. For example, in Indiana, a copy of the advertising you intend to use in the state must be filed with the office of the Indiana Securities Commissioner at least five days before publication. If you use the internet as part of your advertising effort, this may trigger regulatory requirements from multiple states at one time. • At a minimum, you will spend tens of thousands of dollars to ready your business to be franchised and to comply with state and federal regulations. Enlist the help of a franchise-savvy attorney to review your situation. BECOMING A FRANCHISEE Are you looking for an easy way to start your adventure business? Franchising could be your ticket.

Benefits Overall, being a franchisee lowers the barriers of entry relative to starting a traditional business. Some other benefits worth considering:

lecting a franchisor should not be taken lightly. There are plenty of factors to consider, from operational success to sufficient funding. Here are some key considerations:

• The franchisee obtains operating efficiencies and economies of scale at the start of operations—benefits that often take years to develop if operating solo.

• The franchisor should have a proven prototype location, and the success of the existing business should not depend on the presence or specific expertise of the founders.

• The franchisee gets the support of a larger enterprise, with everything from operational infrastructure to marketing and branding. • Historically, franchises have a higher rate of success than other types of startups. • Depending on the strength of the franchisor, it may be easier for the franchisee to obtain startup financing. • The franchisor should offer in-depth training in all areas of the business. What to Look for in a Franchisor While the benefits are abundant, se-

ZIP LINE TOUR

44 [www.adventureparkinsider.com]

• Look for a strong management team that understands the industry as well as the legal and business aspects of franchising.

AERIAL COURSE

• Make sure the franchisor is sufficiently capitalized to launch and sustain the program, cover regulatory fees, hire training staff, develop marketing materials, and maintain the overall operation. • You must receive proprietary and proven methods of operation and management that are simple enough that they can be captured and relayed in an operations manual. >> continued

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I’D EVAC Coming April 2019. Designed for lowering from an anchor point. The I’D EVAC is a new addition to the I’D line of self-braking descenders. The handle is engineered to more comfortably lower a load when the device is connected to the anchor point, and offers the option of an open or closed auxiliary brake for additional friction. It contains an integrated anti-panic function and anti-error catch to limit the risk of accident due to user error, and it is equipped with Petzl’s AUTO-LOCK system (more on following page). Compatible with 10 – 11.5mm ropes and allows handling up to 250kg. www.petzl.com

FRANCHISING 101

• Any franchisor worth its salt will have strong relationships with suppliers and other key, relevant resources. • The franchisor should be available to assist and answer questions, particularly during the startup phase of new franchise locations.

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WHAT COULD GO WRONG? Both the franchisor and franchisee must be in sync about making the opportunity work. If the process is done correctly, both parties can be successful. But when things go wrong, it is often due to one of the following factors: Entering saturated markets. This can stem from either too many branches of the same franchise, or too much direct competition in the target market. In the aerial adventure industry, it is likely the

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latter. But consider existing franchise locations if you are looking to open a new operation in a nearby city. Lack of adequate support or controls. Franchisors who provide weak support, or offer little guidance over how the franchisee represents the overall brand, often see their franchisees fail. When in doubt, it is worth visiting other existing locations and talking to current franchisees about their experience. Insufficient due diligence. This issue can affect both sides. The franchisor might fail to ensure that the franchisee is capable of running the business. Or, the potential franchisee might not talk enough with the franchisor, or other current franchise operators, to reveal weaknesses in the franchise agreement. Set clear operational and financial expectations in advance to help determine whether the franchise agreement is the right fit for all parties involved. Poor market research. If you do not understand the conditions of your target market and whether they are favorable for a particular business, any new venture can fail. If you don’t know the market well enough—either as a franchisor or a franchisee—you should consider hiring an industry consultant to explore the feasibility of your idea.

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Not understanding the finances. You may be surprised by the cash flow needed to keep your operation going. This is especially true in a seasonal market. From a franchisor’s point of view, you must understand the cost of starting and supporting a franchise operation, especially if other franchisees open businesses in seasonal locations.

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FINAL THOUGHTS If done correctly, franchising can present a great opportunity for all parties involved. That said, it should be treated like any other new business venture, with the correct financial, legal, and operational procedures in place. If you are thinking of starting a franchise, either as a franchisor or a franchisee, be sure to consult with a subject-matter expert (and your attorney!) who can help determine if this type of business structure is right for you.

JAG Rescue Kit with Iâ&#x20AC;&#x2122;D EVAC If a victim is not able to self-rescue, the on-site work team has to respond immediately and move him/her to safety. Unaccompanied evacuation (when the victim doesnâ&#x20AC;&#x2122;t require monitoring or for a free-hanging evacuation):

1. Victim is suspended by a lanyard

2. Hauling allows a weight transfer

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AUTO-LOCK

The AUTO-LOCK system locks the load automatically and returns the handle to the stop position.

Once locked, the rope can be taken up without having to manipulate the handle.

To learn more about using the JAG RESCUE KIT, see the technical information at www.petzl.com All Petzl products include a technical notice with their packaging. These notices are also available on every product page of Petzl.com. It is important to fully understand the information provided in the technical notice for each product before using this complementary information.

NOTHING BUT

NET

Photos (left to right): Pucuda netted ball feature; Children play on Treetop Quest’s trampoline; Colorful netted spiral by

By KATIE BRINTON

Treetop Trekking; Treetop Trekking’s Arbraska.

trampoline net— instead of harnesses and belays. Founder and owner John Rexroad debuted the design at IAAPA in November.

Netted attractions open the aerial adventure market to preschoolers and their parents.

48 [www.adventureparkinsider.com]

Netting is having a moment. High-throughput, belay-free, netbased aerial adventures are popping up all over North America. The material has long been utilized in traditional aerial adventures for safety nets and obstacles like cargo climbing nets and V-net bridges. Now, netting is stepping into the spotlight as the star element of many aerial installations. These unharnessed activities have several important benefits: They open up the world of aerial adventures to a younger (and older) demographic, are highly customizable, can handle large groups, and have few associated staffing costs. All that makes netted activities an appealing add-on to an existing operation. WHAT’S OUT THERE? According to Robin Ritz of net supplier Incord, the trend she sees coming out

of France and French Canada is the fully netted adventure system. No harnesses, belays, or lifelines necessary—netting serves as both the safety and challenge elements. “That’s the trend where netting is being hyper-utilized,” she says. Greg Allen, director of design and installation for Challenge Towers Aerial Adventures, says the designs can take many forms. “Our first build was modeled after a pirate ship, with a crow’s nest that was mounted outside the ship with a net-covered bridge to gain access,” says Allen. The company’s Skynet Play System is a fully enclosed, netted space that can feature net bridges, net tunnels, and multiple rooms and platforms. Pucuda Leading Edge, a netting supplier and product developer, is working on a multi-story, indoor-outdoor netted ropes course that will utilize its shrinking core nets—a soft catch, low impact

Treetop Quest has also developed several types of fully netted systems: an obstacle-free net trampoline for amped up versions of games like dodge ball; Spider Quest, a non-linear obstacle/ challenge course with a giant safety net underneath; and the Hobbit Village, also built above a giant safety net, with tree houses and net bridges for bouncing and exploring. BRIDGE AND PLATFORM MODEL Designers and builders are appropriating the bridge and platform model used in traditional canopy walks for kid-friendly aerial adventures that are more playful and interactive. For example, Treetop Trekking’s Treewalk Village is a fenced-in area that centers on a network of brightly colored tree houses connected by net walkways, ramps and slides. Mike Stiell, Ontario marketing director for Treetop Trekking, says Villagers need no harness or belay system, because “anytime visitors are off the ground, they are enclosed in netting,” making the activity easy to operate and easy to access.

Mike Stiell

The attraction welcomed more than 500,000 visitors in its first year of operation, a credit to its family appeal. “Grandma and grandpa can go with the grandkid that is four years old and have a blast in there,” Komenda says. That helps explain why 30 percent of all zoo visitors opted for the $6 trek during their visit. Other Tree-Mendous nature treks include the Squirrel’s Nest—a fully enclosed, netted area where kids can run, bounce, and roll—usually located in unused space between bridges and platforms. Komenda says kids will spend upwards of 45 minutes in the

netted nest, jumping around, playing or even just laying back and looking up at the trees. “It’s a very dreamy thing,” he says.

a netted attraction offers a guest “the absolute freedom to explore at one’s will,” says Allen. Pucuda’s Rexroad also thinks freedom from the belay will create an added thrill for guests. However, he stresses that builders and designers looking to create challenge courses free of lifelines need to be careful to avoid fall hazards and use regulation-compliant nets.

WHY NETTING? Broad audience. Net-based aerial adventures have largely been designed to serve young kids who are excluded from other aerial attractions due to age, weight, and other equipment-use restrictions. Eliminating the need for harness and belay broadens the range of access. “From a design standpoint,” says Ritz, “the objective is to get ages 2 to 99.” Communal experience. Netted attractions also offer guests a more communal experience than traditional ropes courses. Treetop Quest development manager Julien Hatton says, “When you do the net course, you share things together because you do them together. It’s not linear. It’s more like a maze. With a belay system activity, you’re stuck to the cable.” Freedom to explore. On the flip side, for the more independently minded,

Design versatility. Netted attractions have universal design potential. Certain types of netted attractions can be made ADA compliant, like the Nature Trek at the Bronx Zoo, which has split levels and an ADA accessible route. And operators see a lot of possibilities for net systems to cater to kids with disabilities. Stiell of Treetop Trekking notes that netbased attractions make “a great activity for guests with special needs who may not be able to manipulate a traditional belay system.” Allen envisions netted installations being used “as a therapeutic tool.” High throughput, immediate access. Perhaps the most significant advantage net systems have over belay systems is high throughput. Some netted attractions can accommodate as many as a 100 guests at one time, and guests can get into the attraction quickly. “It takes too long to put 150 people in the trees at the same time with a belay system,”

49 Winter 2019

Another notable example: Tree-Mendous won the 2017 New York City “Annual Award for Excellence in Design” for the Nature Trek at the Bronx Zoo. This net-based installation has themed structures such as a tree house, a net platform, and a jungle house, all connected by a series of bridges. “Each bridge is different,” says Tree-Mendous CEO Gerhard Komenda. “And they are a little bit challenging—you have to actually duck and climb a little.” The trek even includes a harness-free zip line through a netted chute.

Mike Stiell

Julie Larsen

says Hatton. But with a gear-free netted attraction, guests can start climbing right away; there’s no need for lengthy ground schools and gear-ups. Treetop Quest deals with a lot of large school groups, and Hatton believes fully enclosed netted attractions improve the guest experience for them. “People don’t need to queue for two hours [while they wait for your ropes course]—they can start with your net course,” he says.

pany may need to pay attention to, depending upon its location and client base.

more to let kids go twice,” says Komenda, which has resulted in many thrilled repeat customers at the Bronx Zoo Nature Trek. BEFORE YOU SAY BYE TO THE BELAY...

50 [www.adventureparkinsider.com]

Easier staffing. Additionally, Komenda notes, “If you have a netted course, you don’t need specialized staff. It gives you more flexibility.” An attraction that can be run without specialized staff reduces operating costs. And many operators note that their netted systems can be run at ultra lean ratios—one staffer to 60 guests, for example. Quick ROI. High customer throughput and low operating costs equal a quick return on investment for many operators. The way Hatton sees it, Treetop Quest’s net course starts at $90,000, and it can serve 10,000 to 15,000 people a year. Depending on the admission fee, operators could see a return on investment in the first year. Customer satisfaction. Another perk? Because you aren’t working with harnesses and belays, “it doesn’t cost you

As with any aerial adventure, netted installations come with their own set of challenges. Complex installation. While Hatton says that Treetop Quest’s netted structures are designed to be more compact and condensed, a lot of operators agree that netted enclosures can be more complicated to install than traditional ropes courses. Allen notes, “Working with these structures takes a very large design and installation effort, and may cost more when compared to the modern aerial course.” Different regulations. There are also a whole set of different standards to become educated in, beyond the current ACCT and/or ASTM pieces that a com-

Ritz cautions that builders should be careful to “make sure you are using the right material for the appropriate application, understand how critical the attachment is, and consider UV stabilization and durability” when sourcing nets. Rexroad, who, in addition to owning Pucuda, chairs ASTM Committee F24, the body that establishes standards and regulations for amusement rides and devices, encourages people to get informed about safety standards. “Do due diligence,” he says, “and make sure you have that understanding of the product and that you are actually getting products that comply with the regulations and standards.” Lack of familiarity. “There are some very specific differences when designing around an enclosed net system in terms of safety,” says Allen. Some things to be mindful of are fall hazards—such as exposed steel, wood, cable or support structures—the natural movement of the nets, especially if you have stacked spaces, and having a plan to deal with critical emergencies inside the enclosure. “In the end,” Allen says, “it takes a huge amount of R&D and design to suss all this out.” These types of builds require the

Photos (left to right): Exploring features at Tree-Mendous‘ Nature Trek; Pucuda netting features; Treetop Trekking’s Stouffville (Ont.) Treetop Village; Challenge Towers netting feature; An adult navigates the ropes course at Stouffville.

Mike Stiell

Dealing with trees. Komenda notes that if you are working directly with trees instead of poles, as he prefers to do, that can present some unique engineering challenges as well. “There is no chart to tell you how much this tree holds,” he says, which is why Komenda has been working with the same engineer since he started. They have accumulated data sets to support their tree work. Higher environmental impacts. For the eco-conscious, there is another aspect to consider. According to Komenda, netted systems have higher environmental impacts than traditional challenge courses. Net courses often require a lot of bracing and side loading and an extra level of cribbing that ropes courses do not, which means more individually impacted trees. Still, Komenda, who has a background in forestry, says installing any type of tree-based activity instead of logging a forest or splitting it up for development can be a boon for tree conservation. LOOKING TO THE FUTURE Netted aerial adventures seem ripe for growth. While there is definite concern

about regulations and standards from some builders and suppliers, there is also a lot of enthusiasm for the way netted attractions can bridge the age and accessibility gap in the aerial adventure industry. A critical link. “These types of installations are really a link,” says Komenda, citing as an example the nature trek Tree-Mendous recently installed at Berkshire East Mountain Resort, Mass. The Berkshire East Tree House Trail is a toned-down, preschooler-accessible alternative to the resort’s adrenaline-inducing bike park, zip line, and ropes course. The nature treks are “wiggly and jiggly,” says Komenda, “but not scary,” making them a solution not only for the kid who isn’t big enough for the other activities, but also for the kid who is a bit apprehensive about high-octane adventures but still wants in on the fun. Point of differentiation. As the North American adventure market continues to get more competitive, kid-friendly netted installations can help a company stand out. Hatton says Treetop Quest’s fully enclosed net trampoline attractions were developed to help diversify the company’s offerings in a saturated European adventure market, not as a replacement for the traditional challenge course but as “a brand new adventure in the trees.” Netted aerial adventures offer a solution that can help an operator tap into a new demographic, and enhance the guest experience of a park’s existing client base.

NETTING SUPPLIERS Aerial Adventure Tech www.aerialadventuretech.com Challenge Towers www.challengetowers.com Incord www.incord.com Nets & More www.netsandmore.com Netstribe www.netstribe.com Pucuda Leading Edge www.netting.com Signature Research www.signatureresearch.com SPS Filets www.spsfilets.com The Net House www.thenethouse.net Tree-Mendous www.tree-mendous.com Treetop Quest www.development.treetopquest.com Treetop Trekking www.treetoptrekking.com/en/ construction

51 Winter 2019

knowledge of an experienced engineer. As Rexroad points out, working with a skilled engineer is not only important for designing a safe attraction, but will also pay off on the back end with a longer-lasting product and fewer insurance claims. “I want people to have zero injuries,” he says.

INCLUSIVITY IS A LINCHPIN FOR IMPROVING ADVENTURE CULTURE AND EXPANDING BUSINESS.

52 [www.adventureparkinsider.com]

AN OPEN DOOR TO DIVERSITY It’s no secret that the traditional landscape and portrayed image of the outdoor world is homogeneous, historically white, and male. Yet, more and more outdoor industry leaders, activists, and brands seek to forge authentic connections with people across all backgrounds. Aerial parks and tours have been ahead of the curve in many ways, and can play a key role in the arc of the overall outdoor business.

Magazine reports, diversity and inclusion need to be a business priority for the outdoor industry in general. As more people explore the outdoors and engage in adventure travel, aerial adventure parks play an increasingly important role in the expansion of diversity and inclusivity. The experience of two parks, Terrapin Adventures in Savage, Md., and Arizona Zipline Adventures in Oracle, Ariz., illustrates this well.

In the last few months alone, we have seen essays addressing diversity from Teresa Baker, founder of the African American Nature and Parks Experience, and from Canada’s Mountain Equipment Co-op (MEC) CEO David Labistour. With good reason: The U.S. Census Bureau estimates that by 2044, minorities—any race that is not single-race white—will be the majority. As Outside

Aerial parks sit at a unique intersection of a cultural diaspora: Zip lines and aerial courses enable virtually anyone, regardless of technical skill or experience level, to participate. And they are often located in or near metropolitan areas or vacation destinations. That has allowed parks to address diverse populations across religions and cultures, able-bodied-ness, sensory impairment, languag-

BY MORGAN TILTON

es, ethnicities, and urban populations.

TEACHING URBAN YOUTH Not surprisingly, the proliferation of zip tours and aerial adventure parks across the continent has led to broader customer engagement among locals and travelers. Thoughtful preparations regarding backgrounds and beliefs, as well as tactful marketing, are key components to helping all guests feel invited and comfortable. Terrapin Adventures greatly focuses this effort on youth. The park hosts an average of 30 urban school groups annually from Baltimore and Washington, D.C., for single and multi-day adventures. The group sizes range from 30 to 125 students, and ages 12 to 17. In total,

60 percent of the site’s annual volume is comprised of the school groups, estimates Matt Baker, chief adventure officer of Terrapin Adventures. About 95 percent of the groups come for a day visit, while a handful of select groups—such as Boy Scouts of America and Terrapin Adventure summer camp attendees—stay overnight, nearby, for a multi-day adventure. Due to a range of cultural, social, and economic backgrounds, many of these kids have no prior experience with exploring and playing in the woods, so they require extra time and education from the guides.

to go indoors, where they can play team-building games in the comfort of air-conditioned rooms. Terrapin sends group liaisons an advance reminder of what the participants should wear, so that the kids are comfortable all day. “Most of the kids do enjoy the forest, though some are concerned about

OFFERING AID: SENSORYIMPAIRED VISITORS To help guide guests who are hearing impaired, Baker provides a script to explain the obstacles. “We are an oral type of service, so I need to provide an explanation in writing before each obstacle with the steps and cautionary pointers,” he says. Certain obstacles that draw guests far away from their guides, like the climbing tower, can present a huge dilemma: It can be difficult for an instructor to communicate with hearing-impaired climbers from the ground.

Diversity and inclusion need to be a business priority for the outdoor industry in general.

If the temperatures spike—like last summer’s 98-degree days with 90 percent humidity—then the kids will hydrate more and take frequent breaks

“We have a lot of repeat business—a new 8th grade class every year, for example, and many repeat youth groups. We also work with student tour groups,” explains Baker. Overall, half of Terrapin’s annual business is repeat. New customers are attained via referrals, an SEO campaign, and digital marketing that targets teachers, administrators, Girl and Boy Scout troops, religious youth groups, local camps, and student tour operators.

“In the past, I had to get one group’s attention by shaking the rope [attached to their harness], so that they knew someone was trying to communicate with them from down below,” says Baker. Conversely, for visually impaired visitors, the verbal communication is dialed up and very detail-oriented. For example, guides list the number of rungs on a ladder, and describe the number of steps adjacent to a wall that lines a walkway. And there’s good reason to make these

Opposite page: Participants at the National Ability Center, Utah, celebrate the recently expanded aerial adventure course. The Center provides a range of activities for persons with disabilities (see “New Parks and Tours,” p. 62, for more). Above: Terrapin Adventures’ marketing initiatives include images and videos featuring adult groups, school groups, and people of color to extend an inclusive welcome to a multicultural audience.

53 Winter 2019

“A lot of inner-city kids aren’t used to being in the woods, so they get sensitive to cold, rain, heat, and the overall conditions,” says Baker. Most of the attending youth from inner-city schools are African American, although a significant portion—15 percent—is Hispanic, according to Baker. Guides are briefed prior to any group visits, so that they can prepare for the goals, age, and needs of the individuals.

bugs. We explain what they are seeing out there, along with using the ‘challenge by choice’ doctrine,” says Baker. That principle allows participants to opt into or out of various activities and to be supported by the group.

accommodations: Aerial parks can be a confidence-building experience for sensory impaired participants. Three years ago, Arizona Zipline Adventures—35 miles north of Tucson—launched an annual summer program for visually impaired youth to experience the zip line tour. Close to 25 campers attend, ranging from 14 to 20 years old. To develop a safe program, AZA employs additional staff who can help the campers walk between obstacles. These staff require comprehensive training.

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“We make sure our staff knows the proper terminology and how to best instruct visually impaired campers with walking directions,” says director of operations Emily Goff. Other communication methods are adjusted, too. For example: “In order for visually impaired users to know when to brake, we change our system: We use air horns rather than hand signals,” Goff notes.

Many autistic children likewise frequent Terrapin Adventures. Additional chaperones are usually required to create a ratio of one adult to one or two children, depending on the individual’s needs. “Autistic children can have attention deficit disorder or over-stimulation, so we need to utilize the help of chaperones, so that we can focus on guiding the group,” says Baker.

seamlessly pair with a harness. Typically, these guests arrive with leggings underneath their dresses, and some choose to layer the dress underneath the harness, versus draping over the top of the harness. “We need to make sure that when we put the harness on, we still have access to the belay loop, and we need to be able to tighten up the harness appropriately,” says Baker. One of the attractions at Terrapin Adventures is a climbing tower. Skirt-wearing participants might face a slightly greater risk of tripping as they ascend; however, they can always opt out of the climb if they are uncomfortable, explains Baker. Arizona Zipline Adventures has managed similar nuances with customers. Last summer, a religious all-girls youth group visited Tucson from New York, and the aerial park was on their itinerary.

“The girls were all Jewish and wore skirts, Arizona Zipline Adventures prepares for groups by addressing any so we included extra physical or language barriers ahead of time. Advance communication HELPING time for their reservahelps make the process smooth and enjoyable for everyone. DISABLED tion. When they arrived, PARTICIPANTS we needed to make sure that they were Terrapin Adventures all wearing leggings also serves guests with inhibited use of WELCOMING RELIGIOUS under their skirts, so that they could their limbs. GROUPS put on harnesses accordingly while also abiding by their religious requirements,” “A person with limited use of their legs One of the most common examples of says Goff. She adds that the skirts will need a certain amount of upper diversity that aerial parks encounter are weren’t long enough to warrant a risk body strength so that they can comreligious groups. of being snagged on equipment or the plete the course, and we do need to surrounding environment. set up a hoisting mechanism to get “We welcome guests from different them up to the top of the zip line, which religious faiths and try to accommodate Employee training is a key component requires extra time,” explains Baker. their unique requests,” says Baker. For for managing customer relations with A person with limited use of his or her example, Terrapin makes adjustments clarity, sensitivity, and openness. “As far legs might need 20 minutes to complete for Islamic groups that request sameas training goes, we have our guides ask the zip line compared to the three-minsex guides, and Orthodox Jewish visitors permission before they can put their ute average. who wear long dresses, which don’t hands on a person, which is especially

important with these groups that have specific belief systems and preferences,” says Baker.

BRIDGING THE GAP: LANGUAGE BARRIERS Beyond communication needs, aerial parks are a crossroad for languages. The majority of visitors at AZA arrive from Tucson, Phoenix, New Mexico, and Mexico, and a good number of these folks speak Spanish. “One thing that we experience quite a bit is different languages, and we try to be as prepared as possible. We have a really diverse, incredible staff who can speak Spanish or sign language fluently, which also helps us with communication with those who are hearing impaired,” says Goff.

“We are always conscious and try to show a diverse population using our course, so that people can see it’s not just a certain population using the course and that the course is for all types of guests,” says Baker. For the autumn 2018 season, Terrapin Adventures completed new videos for its website: “We focused on adult groups to show serious team building, youth groups, and people of color. And we made sure we were able to shoot all the different course elements,” Baker notes.

conversations with customers. Managers, guides, or guest-relations staff should be comfortable asking: “What limitations do you have, physically or otherwise?” With sound communication to open the door, guests feel more comfortable and are more likely to explicitly share those needs. Clear communication isn’t solely about providing clear verbal messages. Multimedia is useful, too. For example, videos that feature the obstacles on the park website are an important tool to aid customers, especially if a guest does not speak English, or for those who are deciding how compatible their needs are with the obstacles. Goff emphasizes the importance of on-the-spot adaptability. “The main thing I recommend is for operation managers and staff to stay open and stay flexible, so that they can better accommodate specific groups. That flexibility is what will give them the feedback and customer value that is irreplaceable,” she says. Overall, fostering direct, open dialogue between outdoor businesses and people of all backgrounds helps to usher a diverse, inclusive, and equity-driven culture— which inspires everyone to live well and expands the potential market.

While Terrapin Adventures has focused on school groups, it has also highlighted teambuilding and bonding for adult groups as well.

MARKETING TO DIVERSE POPULATIONS

COMMUNICATION AND FLEXIBILITY ARE KEY

Proactive businesses generally employ two tactics to support and engage the wide spectrum of customers. First: intentional, authentic marketing. And second: employee training that prepares staff to address the specific needs of customers.

If guests require extra time on obstacles, the course can become bottlenecked. To mitigate traffic jams, Terrapin’s website encourages guests with particular needs or little experience in the outdoors to reach out in advance of their visit. With a proper heads-up, Baker can make adjustments to the schedule based on particular needs. All types of scenarios are manageable sans interrupting day-to-day operations.

In common practice, Terrapin Adventures and Arizona Zipline Adventures feature their day-to-day visitors in marketing content—both video and photographs—that the parks use on social media and their business web-

Employees also need training on how to conduct honest, straightforward

“Over the years, I’ve been surprised by what people with physical challenges can do, and watching them complete this course—like one woman with one arm, who did the high ropes course. It was hard, but she did it,” says Baker. To realize our greatest potential, both operators and participants need a willingness to evolve.

55 Winter 2019

Visitors at Terrapin Adventures also span a spectrum of languages. The company provides its waiver in English and Spanish, and employs staff who can speak sign language and Spanish, though employment varies season to season, which presents a challenge.

sites. They both capitalize on authentic visitors by planning ahead to capture moments with groups that represent diversity across age, race, and ethnicity.

ADVENTURE OPERATIONS BY TYPE ZIP LINE/CANOPY TOUR

eli

AERIAL ADVENTURE PARK

HIGH/LOW ROPES EXPERIENTIAL PROGRAM

rep

GROUND-BASED EXPERIENTIAL PROGRAM

OTHER 0%

he 3rd annual Adventure Park Insider State of the Industry Survey shows that aerial adventure operations and traditional programs saw relatively flat visitation over the past year, at least for respondents who reported both their 2017 and 2018 seasonal numbers and who operated for the full season both years. This lack of growth is likely due, in part, to the increasing number of zip tours and aerial parks, as this growth spreads visitors across a larger number of operations. A second factor is a greater number of operating days lost to weather and natural disasters in 2018. However, operators remain optimistic about future visitation, and are planning for continued growth in the industry overall. BY RICK KAHL AND SARAH BORODAEFF

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Previously, we have segmented respondents into two general groups: pay-to-play (P2P)—commercially and recreationally focused businesses, and traditional—programs that are developmental, therapeutic, or educationally-fo-

20%

30%

40%

50%

60%

TYPES OF BUSINESS STRUCTURE FOR-PROFIT NON-PROFIT GOVERNMENT/MUNICIPAL OTHER 0%

Flat visitation does not mean the industry is any less dynamic than it has been. The number of parks continues to grow; 25 percent of reporting operators started business in the past four years. Further, established recreational/commercial operators are adopting elements of traditional/educational programs, and vice versa, leading to a blurring of the lines between the two branches of the industry. Those are some of the key revelations in this year’s survey.

10%

*Percentages exceed 100% as many respondents offer multiple options. Also, the lines between “commercial” and “traditional” operations are blurring as both groups add cornerstone activities of the other—with some commercial operations adding experiential programs, for example.

10%

20%

30%

40%

50%

60%

cused in nature. We have continued this segmentation here. The larger, broader sample base makes year-over-year comparisons with past surveys more difficult, though we have made comparisons where possible in this preliminary report. We will deep dive the year-over-year comparisons within the various types of businesses in the final report in the Spring 2019 issue of Adventure Park Insider. That report will provide more in-depth analysis on recreational adventure operation segments as well as traditional camp, educational, and therapeutic programs, and additional data on marketing and staffing, including salaries.

Biggest response yet For this year’s survey, 209 operations supplied data. That represents growth of nearly 60 percent from 2017. We thank all operators who participated. We also thank the Association for Challenge Course Technology research committee for helping shape the traditional/camp portion of the questionnaire, and ACCT executive director Shawn Tierney for promoting participation in the survey. We look forward to continuing this collaboration to further refine and enhance this project.

VISITATION Visits flat. Overall, visitation in 2018 was flat compared to 2017, across all types of operations. Zip line/canopy tour operations averaged 12,564 visitors, while aerial adventure parks averaged 21,668. On the traditional side, high/low rope experiential programs reported an average of 8,914 visitors; ground-based experiential programs, an average of 8,883 visitors. Respondents reported visitation numbers going back to 2014, allowing us to make direct comparisons of visitation volumes for operations reporting multiple years. While the average change is essentially flat, some businesses that operated for full seasons in both 2017 and 2018 reported as much as a 30 percent decrease in visitation in 2018, while others reported increases of 25 percent or more.

VISITATION LEVELS

0% -0.6%

Zip Line/Canopy Tour

High/Low Ropes Experiential Program

-1.7% -6.4%

Aerial Adventure Course

ground-based Experiential Program

ZIP LINE/ CANOPY TOUR AERIAL ADVENTURE HIGH/LOW ROPES GROUND-BASED 0%

20%

40%

VISITATION GROWTH EXPECTED FOR 2019

11.8% 14.2%

12.8% 15.6%

Zip Line/Canopy Tour

Aerial Adventure Course

High/Low Ropes Experiential Program

ground-based Experiential Program

Unplanned closures. In part, lack of growth stems from a decrease in operating days. In 2017, traditional operators had an average of 5.5 unscheduled closures, while P2P operators had an average of 7. Those numbers rose to 10 and 13, respectively, in 2018.

OPERATING SEASON METRICS ZIP LINE/CANOPY TOUR 252.7 AERIAL ADVENTURE COURSE 238.8 HIGH/LOW ROPES EXPERIENTIAL 216.5 GROUND-BASED EXPERIENTIAL 229.6 Operating Days

11.8 14.5 11.9 10.3

Unscheduled Closures (days)

60%

80%

100%

$ FINANCIALS Revenue averages. Traditional operators reported average revenue of $111.12 per visitor in 2018; pay-toplay operators recorded $97.55 per visitor. These numbers represent a decline from previous surveys, likely due to a higher percentage of smaller operations in this year’s respondents. (Ed. Note: We will compare like-sized operations and present additional data at the Association for Challenge Course Technology conference in Denver in our session, “How’s Business: An Industry Analysis,” and in our final report in the Spring 2019 issue.) >> continued

REVENUE PER VISITOR $119

$76

$135

2019 growth. Operators predict growth in visits for the 2019 season, though the predicted rates are slightly lower than in years past. Perhaps operators are becoming more conservative in their budget estimates based on their experience in 2018. Interestingly, traditional programs anticipate the greatest growth—a reversal from the past few years.

$87

OPERATING EXPENSE PER VISITOR $68

$51

$59

$61

Zip Line/ Canopy Tour

Aerial Adventure Course

High/Low Ropes Experiential

GroundBased Experiential

REVENUES BY TYPE OF OPERATION <$100 $100-$300 $300-$500 $500-$1,000 $1,000-$2,500 $2,500-$5,000 $5,000+

ZIP LINE/CANOPY TOUR AERIAL ADVENTURE HIGH/LOW ROPES

Reasons for unscheduled closures were mostly weather-related. Anecdotally, operators cited reasons as mundane as rain or as dramatic as hurricane damage or smoke from wildfires. Many indicated the early season was wet and cool in many parts of the country, which may have depressed visitation as well.

VISITS 0-5,000 5,001-10,000 10,001-20,000 20,001-30,000 30,001-40,000 40,001-50,000 50,001-75,000 75,001-100,000 100,000+

GROUND-BASED

$$ Ranges (in 000s)

20%

40%

60%

80%

100%

OPERATING EXPENSES BY TYPE OF OPERATION <$100 $100-$300 $300-$500 $500-$1,000 $1,000-$2,500 $2,500-$5,000 $5,000+

ZIP LINE/CANOPY TOUR AERIAL ADVENTURE HIGH/LOW ROPES GROUND-BASED

$$ Ranges (in 000s)

20%

40%

60%

80%

100%

Note: Colored portions of the bars above indicate the portion of a business type that falls within a certain revenue or operating expense range, i.e., dark green portions represent reported revenues or expenses of less than $100,000.

57 Winter 2019

VISITATION CHANGES, 2018 V. 2017

Margins rise. Despite the lean year for visitation, profit margins trended up. Commercial operations reporting both revenue and operating expenses for the 2018 season indicated an average profit margin of 25 percent. This is a 4-point increase over the 2017 season for those same operations. This increase may be due to a combination of increased operational efficiencies, higher prices, and the wider variety of activities offered by operators to increase “stickiness.”

ACTIVITIES & AMENITIES More activities. Operators continue to expand the variety of activities offered at their operations. Some of the most popular activities, outside of those cornerstone activities such as aerial adventure courses or traditional low ropes, are giant swings and climbing walls. Blurring of the lines. The activities offered by the various segments of the industry highlight the blurring of the distinction between traditional and commercial operators. Operations that formerly offered only traditional activities designed for therapeutic, developmental, or educational purposes are increasingly adding what would be considered more commercial activities, such as zip lines and aerial adventure courses. Conversely, recreational operators are adding ground- and aerial-based team-building and team-bonding programs. To quantify this: 45 percent of commercial respondents offered team-building or -bonding in 2018, compared to 33 percent in 2017.

dents were planning capital expenditures for the 2019 season, and another 27 percent were considering them. The most frequently planned additions include photo services, giant swings, aerial adventure courses, and groundbased courses for kids under 7. On the traditional side, operators are planning to expand their menu of high and low rope elements as well as add aerial adventure courses and climbing walls. All types of operators are considering a variety of activities and amenities, such as disc golf, that are relatively inexpensive to install and operate.

INJURIES & INCIDENTS Injuries thankfully remain a relatively uncommon occurrence. Operators who track injuries reported an average of 5.9 injuries during the 2018 season. That equates to an injury rate of 1.29 injuries per 1,000 visitors for those operators who reported the total numbers of both injuries and visitors for 2018.

ACTIVITIES OFFERED in percent, and by type of operation

AERIAL ADVENTURE COURSE GROUND-BASED TEAM BUILDING ACTIVITIES ZIP LINE TOUR CLIMBING WALL AERIAL ADVENTURE COURSE FOR KIDS <7 CANOPY TOUR NATURE WALK TRADITIONAL LOW ROPES ZIP LINE RIDE TRADITIONAL HIGH ROPES GIANT SWING WATER-BASED ACTIVITIES FREE FALL DEVICE DISC GOLF GROUND-BASED COURSE FOR KIDS < 7 MOUNTAIN BIKING BUNGEE TRAMPOLINE NINJA COURSE VIA FERRATA Commercial

Traditional

100

AMENITIES OFFERED

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in percent, and by type of operation

More amenities. Both P2P and traditional operations are offering more amenities to participants. One key example: A majority of commercial operators, 59 percent, offer gift cards and gift certificates. These are an opportune way to capitalize on the “bucket list” market and word-of-mouth marketing. Future plans. Operators plan to add an even wider mix of both activities and amenities to their operations. As of November 2018, 52 percent of respon-

RETAIL PICNIC AREA FOOD & BEVERAGE GIFT CARDS/GIFT CERTIFICATES WIFI RENTAL GEAR ON-COURSE WATER PHOTO SERVICES SEASON PASSES LODGING ALL-INCLUSIVE ACTIVITY PACKAGES Commercial

Traditional

7.2 5.8

6.4 4.4

Zip Line/Canopy Tour

Aerial Adventure Course

High/Low Ropes Experiential Program

ground-based Experiential Program

Staff Injuries

as a percentage of total injuries

Zip Line/Canopy Tour

Aerial Adventure Course

High/Low Ropes Experiential Program

ground-based Experiential Program

27% 24%

27% 55%

Staff injuries comprised an average of 34 percent of all injuries seen in 2018. Ground-based experiential programs reported the highest percentage of staff injuries, at 55 percent of all injuries, an average of 2.4 staff injuries per operator.

?! CONCERNS Staffing woes. Finding and managing a qualified staff remains the number one concern. While business expansion has increasingly allowed for more opportunity for staff to progress into supervisory and managerial roles, operators are increasingly struggling to find qualified entry-level staff. This issue is not unique to the aerial adventure industry;

other recreation industries, such as the amusement park and ski industries, face similar issues as they compete with year-round operations and larger organizations that are able to offer a wider variety of benefits. Oversight. Regulation has, unsurprisingly, crept up the list of concerns going into 2019. The uncertainty around the proposed changes to ASTM F2959-16, which could end the exclusion for camp, educational, therapeutic, and other non-commercial operations and bring them into the scope of the standard, is the most concrete source of this concern. But ongoing state efforts to increase regulation are contributing to this concern as well. The blurring of the lines between commercial/recreational businesses and traditional/educational programs is likely another factor. Consumer spending slowing? With the relatively stagnant year for visitation, it’s unsurprising that operators are increasingly concerned about slow consumer spending. While weather likely contributed to keeping visits flat in 2018, it’s also possible that the decade-long economic expansion is running out of steam. Some leisure time studies in the past have shown a drop in recreational activity preceding the onset of a recession. Operators should be on the lookout for signs of consumer fatigue. Other factors identified by operators that could contribute to slower consumer spending are political and economic instability, as well as climate change (which some experts say has contributed to the increase in hurricanes and wildfires).

CONCERNS ABOUT 2019 LACK OF CONSUMER CONFIDENCE COMPETITION FROM FECS COMPETITION FROM OTHER LEISURE/REC ACTIVITIES COMPETITION FROM OTHER ADVENTURE OPERATORS SLOW CONSUMER SPENDING REGULATION FINDING/MANAGING A QUALIFIED STAFF

Commercial

Traditional

The information reported here is just a preliminary look at the data collected in the 3rd Annual State of the Industry Survey. We will present a more complete analysis in a workshop, “How’s Business: An Industry Analysis,” at the 2019 Association for Challenge Course Technology International Conference and Expo in Denver, Colo. The full 2019 State of the Industry Report will appear as part of the Spring 2019 issue of Adventure Park Insider. The full report will include a deeper dive into the data discussed here and delve into marketing, employees, and salaries, with more extensive year-over-year comparisons for a variety of data points. Stay tuned.

Acknowledgements Several groups contributed to the refinements made to this year’s survey. They include: ACCT RESEARCH COMMITTEE > Lizzie Lange, Assistant Professor & Program Director for Exercise & Sport Science, William Peace University, NC > Mark Wagstaff, Ed.D., Professor of Recreation, Parks, and Tourism, Radford University > Jose H. Gonzalez, Ed.D., Assistant Professor Recreation and Tourism Management, California State University–Northridge > Chris Howard, Canoe Kentucky > JOLEE JONES, MS, DIRECTOR, STONE CANYON OUTDOOR EDVENTURES GUEST RESEARCH > Scott Hannah, President > Jeni Batte, Vice President, Account Services

by type of operation

Note: Based on a 1 to 5 scale. The higher the number, the greater the concern.

FULL REPORT

ADVENTURE PARK INSIDER EDIT SQUAD > Paul Cummings, Strategic Adventures > Bahman Azarm, Outdoor Ventures > Sara Bell, The Gorge > Keith Jacobs, Experiential Systems > Lori Pingle, Adventure Development Team > Jamie Barrow, Vail Resorts

59 Winter 2019

TOTAL INJURIES PER OPERATOR

NEW PARKS & TOURS BY SARAH BORODAEFF

Sky Trek Aerial Adventure

A look at recent developments in facilities and programming. As the number of aerial adventure operations has exploded in the past 10 years, builders and their customers have broadened their creative vision. Recent openings highlight unique locations, customized elements, accessibility for those with physical or mental impairments, and other new ideas to compete in the marketplace. We asked operators, builders, and industry experts to identify some of these new installations. Here are several examples of what we found.

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SKY TREK AERIAL ADVENTURE PARK BUILDER: CHALLENGE DESIGN INNOVATIONS LOCATION: IDAHO SPRINGS, CO The Sky Trek Aerial Adventure Park opened in May 2018 after more than three years of planning, design, and site selection. It is part of the Colorado Adventure Center, which offers whitewater rafting, zip lines, and now, aerial adventure. Designed and built by Challenge Design Innovations, the Sky Trek course features a Koala continuous belay system and more than 60 obstacles, many of them themed to incorporate Colorado’s mining history—which also shaped the local community of Idaho Springs. For example, one obstacle involves climbing over and through a suspended mining cart. Course

S k y Tre k

Ae r i a l Ad

ve n t u re

obstacles also pay tribute to other quintessential Colorado icons: whitewater rafting and (carved) bears. Three distinct courses offer a choice of easy (Copper), more advanced intermediate (Silver), or advanced (Gold) challenges. The installation process itself posed some challenges. The permitting process in the narrow Clear Creek canyon required a lengthy investigation into floodplain and erosion control planning. Soil conditions and site constraints led Challenge Design Innovations to work closely with engineers to revise pole-setting methods to deal with the soils and the terrain generally.

GATLINBURG SKY PARK BUILDER: EXPERIENTIAL RESOURCES, INC. LOCATION: GATLINBURG, TN In November 2018, Experiential Resources, Inc., (ERi) was quite literally in the midst of installing one of the longest simple suspension pedestrian bridges in the world. The bridge, part of the nascent Gatlinburg Sky Park in Tennessee, is nearly 700 feet long. Glass panels at the center give pedestrians a dizzying look down into the valley below.

G at li

y Pa k S g r u nb

JACK ZINK HIGH ADVENTURE BASE BUILDER: SYNERGO LOCATION: TULSA, OK The Jack Zink High Adventure Base (ZBASE) is a leadership development program operated by the Indian Nationals Council to serve the Scouts and other adventure enthusiasts. The multi-activity leadership curriculum provides an outdoor discovery-based classroom designed to develop participantsâ&#x20AC;&#x2122; leadership skills. The base, launched in 2016 and with some elements still under construction, is set on 35,000 acres of the Zink Ranch as well as 10,000 acres of Skiatook Lake.

The bridge is the centerpiece of the Sky Park, a work in progress located at the scenic top of the Gatlinburg Sky Lift and adjacent to the equally new Sky Deck, which includes a visitor center, restaurant, and extensive terraced patio. The Sky Lift chairlift transports passengers from downtown Gatlinburg to the summit of Crockett Mountain, 500 vertical feet above the town. The Sky Park's other planned elements, beyond the bridge, include an elevated boardwalk, zip lines, and observation towers overlooking Great Smoky Mountains National Park. The bridge is built on a foundation of 500,000 micropiles, elements constructed using high-strength, small-diameter steel casing or threaded bar driven 92 feet into the earth, and installed by geotechnical engineering firm Hayward Baker. Half a million pounds of reinforced concrete at each terminus serve as footers for the bridge, whose six main structural cables weigh more than 6,000 pounds each. At press time, the Sky Deck and Sky Bridge were scheduled to open by the end of 2018. >> continued

Other adventure activities include a sporting clay station, mountain bike course, ninja course, treehouse/obstacle course, and extreme wilderness survival exercises. The base is expected to be fully operational in summer 2020.

Jac k Z i Ad ve n n k H igh t u re B ase

61â&#x20AC;&#x192; Winter 2019

The base hosts 12 individual adventure challenges that can be combined to create different types of programs, which typically incorporate four to eight activities. The Aerial Adventure Tower, designed and built by Synergo, is a pinnacle feature included in four different "treks." The three-story steel structure has a helix design that presents different levels of challenges at heights of 10 to 70 feet in the air. The tower incorporates 40 unique elements, with room to expand that number to more than 100 elements within the existing tower footprint. The course utilizes the CLiC-iT smart belay system as well as six independent automatic belays on the 50-foot climbing wall. Want to get back down to the ground? Adventurers can ride the 1,300-foot zip line.

NEW PARKS GATOR BAYOU ADVENTURE PARK BUILDER: AMERICAN ADVENTURE PARK SYSTEMS LOCATION: NEW CANEY, TX This new facility celebrated its grand opening in November 2018. Located just north of Houston, Gator Bayou offers six Adventure Towers and an Adventure Matrix aerial adventure course with a variety of zip lines, tours, climbing walls, and free falls in the mix.

it y C e n il b A l a n io t a N

te r

NATIONAL ABILITY CENTER BUILDER: AERIAL DESIGNS LOCATION: PARK CITY, UT The National Ability Center is dedicated to empowering individuals of all abilities through adventure sport, recreation, and educational programs. Activities range from rock climbing to river rafting and mountain biking—and an aerial ropes course, which was recently renovated and expanded. The project focused on creating a variety of challenges that would test strength and agility, build leadership skills, and boost the confidence of the participants.

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The renovation adds a variety of new innovative elements, including a wheelchair-accessible zip line, wobbly wheelchair rafts, wheelchair-accessible bridges, stilts, box cars, and more.

The park's six Adventure Towers include a three-pole tower with a free fall device and climbing wall, as well as two sixpole towers, two two-pole towers, and a single pole tower. These support three unique zip line attractions. The Racoon Run zip course is designed for guests as young as five years old, while the Hawk’s Glide course allows first timers to experience zip lining by zipping between two of the Adventure Towers and back. The large course, the Falcon Flight, is a multi-zip course between three towers. The zip lines range in length from 400 to 800 feet. The Adventure Matrix aerial adventure course, dubbed the “Eagle Challenge,” is a 60-foot-tall, four-tier structure with more than 50 unique elements suspended from its aluminum frame, which is topped by shade sails. The addition of the aerial attractions turns Big Rivers into a year-round attraction. The installation took about three-and-a-half months to complete.

Early reviews indicate the renovation is a success. “The ropes course is my favorite activity at the NAC,” said NAC youth participant Ainsley Moore. “It reminds me that I can conquer even the most difficult obstacles if I just believe in myself.”

Quar r y

Pa r k A

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re s

QUARRY PARK ADVENTURES BUILDER: BONSAI DESIGN LOCATION: ROCKLIN, CA This creation blends functional art and fun for both tourists and residents in the former Big Gun granite quarry, which operated until 2005. The park sits in and around the 60- to 70-foot-deep quarry on a 5.5 acre footprint. Among the facilities are a three-level aerial ropes course with more than 60 unique elements, more than 1,200 feet of zip lines, a free-fall tower, and a belay-free kids zone. Via ferrata routes traverse the perimeter walls of the quarry at heights up to 40 feet above the quarry floor. The site posed a challenge for the Bonsai Design construction team: drilling anchors into the granite walls. “The granite, it’s nothing but 70 feet of granite they had to build in,” says David Busch, president of Quarry Park Adventures. “It took longer than any of us anticipated, but it truly is worth it.” Quarry Park celebrated its grand opening in mid-October 2018. Quarry Park is at the center of a citywide master revitalization effort that encompasses residential, retail, restaurants, and entertainment. Additional park installations, such as guest service facilities, are part of this broader plan.

ar k & p r e t a rs W k Big R i ve Ad ve n t u re Pa r ou at o r Bay

SHEPHERD OF THE HILLS BUILDER: ROPES COURSES INCORPORATED LOCATION: BRANSON, MO

illy

TREETOP QUEST PHILLY BUILDER: TREETOP QUEST LOCATION: PHILADELPHIA, PA Treetop Quest Philly is the latest addition to the Treetop Quest lineup. Located in center city Philadelphia in Fairmount Park, one of the largest green spaces in the northeastern megalopolis, the treetop aerial adventure course has a view of the Philadelphia skyline from the canopy nearly 60 feet off the ground. It’s a clever way to lure urbanites, especially kids, to explore and experience the forest in their midst. The course has more than 60 unique obstacles spread across five levels, including a special “Chick’Pea” course for climbers ages 4 to 6. The Chick’Pea course was so popular in its first year that it will be expanded for the 2019 season.

The three-level Sky Trail course brings participants 30 feet up in the air and uses RCI’s redundant slingline belay system. The placement of the course on the mountainside, overlooking the Ozark Mountains, gives participants a unique perspective—and the impression of being much higher above the ground than they are. The course took approximately two weeks to install. Due to the irregular mountainside terrain, special raised footings were engineered to accommodate the variations in ground level.

ce Vi a

Fe r rat

TRAM FACE VIA FERRATA BUILDER: PRISME LOCATION: SQUAW VALLEY, CA The iconic Tram Face at Squaw Valley Resort in Northern California, rising above the resort village that hosted the 1960 Winter Olympics, is known to skiers and snowboarders the world over, which made it an ideal location for a via ferrata installation. Designed and built by Quebec-based Prisme and operated by Alpenglow Expeditions, the Tram Face Via Ferrata takes guests up two distinct routes approximately 1,150 feet in length. The first route opened in early October 2018 and the second route was completed in early November. The Tram Face installation incorporates three-cable Nepalese bridges, two-cable monkey bridges, beam crossings, and chimney climbs. The routes are equipped with the Prisme Aeroline continuous lifeline system designed exclusively for via ferrata applications.

Treetop Quest used a ratchet strap compression system to secure the platforms, and cable wraps with blocking to hold the structural components in place. The course uses a Vertical Trekking Innovations continuous belay system to allow participants to navigate the various levels of the course, which range from “easy” to “extreme.” The course took builders approximately two months to complete and opened in mid-May 2018.

Tram F a

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Have you opened a new operation in the past year, or will you be opening one soon? Keep us in the loop! Email sarah@ adventureparkinsider.com and tell us what you have going on.

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ue s t P h Tre e t o p Q

Shepherd of the Hills is a historic homestead made famous by Harold Bell Wright’s bestseller Shepherd of the Hills; the homestead stars as the main characters’ home, and has been a tourist attraction almost from the moment the novel appeared in 1907. The current enterprise expanded its adventure park with a Sky Trail aerial attraction in May 2018. The park and homestead also includes zip line and canopy tours, Inspiration Tower—a 230-foot observation structure overlooking the Ozarks—plus ATV excursions, walking tours, and theatrical performances.

UNCOVER THE MAGIC OF YOUR PARK

The

outdoor environ-

ment of adventure parks can

BY ADAM PORTZ, LANDSCAPE ARCHITECT, SE GROUP

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The natural landscape is a tremendous asset to many adventure parks. The trees, streams, ponds, wildlife, open space, and views deliver a refreshing perspective beyond our daily routines. Since most guests live in a more urban environment, a trip to the great outdoors is more than just a recreational pursuit. The restorative quality—and health benefits—of being outdoors is universal and well documented, and how the outdoor environment is presented should be a primary consideration in creating a place that delivers more than adrenaline, challenge, and thrill.

enhance the guest experience beyond adrenaline, challenge, and thrill.

Paths and trails are highly sought after by visitors.

John Muir said it best: “Keep close to Nature’s heart... and break clear away, once in awhile, and climb a mountain or spend a week in the woods. Wash your spirit clean.” Much of this magic occurs while in the treetops crossing bridges, balancing between ropes, and zipping from one point to another. But the design and detail of a park’s facilities contribute to this magic, too. Done right, site design and landscaping can provide guests an authentic experience on the ground and help extend their stay to socialize, relax, enjoy life—and spend more money—in a setting you deliver. A great outdoor space is fundamental to providing a mem-

orable guest experience, even if it doesn’t directly contribute to the bottom line. Successful outdoor spaces encourage guests to linger, and a memorable day is more likely to trigger the desire to return. Who in our business isn’t focused on increasing length of stay and repeat visitation? The physical environment of the park should reflect your brand and identity from the moment the guest arrives. That takes more than “shrubbing it up” or adding a couple flowerbeds here and there. More and more, guests want authenticity, preservation of the natural environment, and places to enjoy sun, shade, views, and also socialize. Let’s break down the components that contribute to a successful outdoor experience. THE ARRIVAL EXPERIENCE First impressions are key. The guests’ experience begins the moment they see the sign and make the turn. These impressions set the tone for their experience. Think: welcome. Think: life will be better here. Think: WOW! A well-executed sense of arrival establishes the character of a place and a destination.

In most cases, the natural landscape is the palette to work with. Start by using it to craft a gateway to signal arrival. Announce the park with an entry sign that embodies the park’s brand and environment. Use appropriate colors and materials, such as stone, wood, or metal, as well as seasonal plantings and accent lighting. These all contribute to the experience.

PLACES TO WALK From the parking lot to the visitor’s center and beyond, walkways and trails are the connective tissue of the property. They serve a variety of purposes and will enrich the guest experience throughout the park. In survey after survey, trails rank as a top amenity sought by most visitors. If your property allows, trails and walkways can become an attractive feature of your park. They can be used for a guided or self-guided forest walk that leads to a scenic spot or a forest play area for families. Weave trails through forest and open space, and integrate pause places and wayfinding. Loops are always preferred. But trails that offer a rich experience—not just a pathway to and from something—don’t just happen automatically. They are the result of thoughtful consideration of the site’s physical and scenic qualities. The more a trail responds to the nuances of the site, the higher its value to the user.

Left: A splash pad can animate a space. Above: A place to socialize at Anakeesta.

Plazas themselves need focal points, along with well-designed edges, for people to engage and feel comfortable—it’s part of human nature. The scale of a plaza space and its focus/orientation are critical to satisfying the needs for human comfort. A water feature or splash pad can be focal point, and more importantly,animate a plaza while offering something for everyone in the family to do. Sun, views, scale, and the condition of the perimeter edge all impact how the space is perceived and enjoyed. Equally important for families today is having shady areas available as a respite from the sun. Successful plaza design incorporates a variety of elements to create visual interest. These elements can include foreground elements that highlight topographic breaks or the patterns of a building, and/or contrasting colors. Seating areas, lighting, and planting also contribute to the human scale of plazas. WAYFINDING

Design and detail your walkways and trails to accommodate all guests. Width, materials, edging, and gradients (slope) are all important factors—not only for aesthetics, but also for comfort, capacity, function, and maintenance. When choosing material for walkways, consider aesthetics (patterning, color, and texture), as well as slip resistance and maintenance. Walking/nature trails are typically built of a firm and stable surface material, such as gravel fines. But side trails and short cuts could be constructed of native material.

Wayfinding provides orientation and navigation cues through the built environment. Use a creative combination of signage and design ideas, such as site lighting, or using a building façade as the cue for arrival. These visual cues add animation to the park environment, and provide the critical “know where you are” information to your guests.

PLACES TO SOCIALIZE

A successful signage system is organized around a hierarchy, starting with arrival and entry, to directing driver decisions, to pedestrians walking along the trails, to finding the closest restroom in the visitors center. Add another level of interest by using interpretive and educational signs to tell a story about history, wildlife, natural systems, or people.

Together with walkways and trails, plazas and gathering areas are the foundation of the pedestrian experience. Plazas, terraces, and decks act as gathering areas for social interaction. Operationally, these spaces can be multi-functional and vary in size, serving a variety of guest needs.

Just as important, signage should support the park brand by using consistent imagery, colors, fonts, and materials.

>> continued

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A successful sense of arrival extends to where guests get out of their car. Once the car is parked, the pedestrian environment becomes paramount to the guest experience. Don’t parade them through a typical commercial parking lot—incorporate planting islands and other green infrastructure. Guide them with clear and accessible pedestrian circulation, and wayfinding to lead them to the next step of their journey.

PLANTING AND NATURAL ELEMENTS Thoughtful planting design does more than just create a pretty picture—plantings and natural stonework establish areas of strong visual interest, Top enhance modest buildings, to bottom: provide privacy and shade, Exploring a path at and conceal service areas Bear Mountain; Shade and utilities. and view at Anakeesta; A place to sit at Lake Planting with a predominant Bomoseen. native palette has several benefits: tolerance of the local climate, disease resistance, and compatibility with the natural landscape of most adventure parks. While some landscape professionals consider the native palette limiting, a properly arranged combination of trees, shrubs, and perennials will express plenty of visual interest. Native plants also provide familiar sources of food and shelter for wildlife, contributing to the overall health of the ecosystem. Most importantly, the use of native plants and local materials reinforces the authentic character of a place.

KEYS TO SUCCESS As you embark upon developing a landscape strategy at your park and begin to employ the components discussed here, consider the following keys to success: > Know your brand and develop the character of your park to support it. > Know your audience (demographics) and give them what they want.

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> Identify key site features that are assets and opportunities for enhancing the guest experience—a view, a stream, a large boulder. > Embrace industry trends of environmentalism and artful natural systems, and integrate them with the guest experience. > Never forget about first impressions and the WOW factor. Start that memorable experience the minute your guests pass through the entry.

Maintenance is a vital component of a successful landscape, and one for which many owners are ill prepared. It takes more than a lawnmower and a bottle of Roundup to care for a designed landscape. Ideally, assign someone with horticultural training and knowledge, whether on-staff or subcontracted, to perform routine maintenance. This is particularly important during the first few years while plants are becoming established. While we’re on the subject of planting, let’s talk about grass. An open lawn area is perfect for free play, gatherings, or events, and can be a central element in a design. People love green grass. We spend hours and hours making sure our own lawns look great, so why not do the same at your park? Keys to a successful lawn area: • soil testing and amendments • soil composition and texture to endure events and compaction • irrigation • proper mowing practices and maintenance

WATER WORKS People gravitate to water. Whether a simple bubbler fountain, a splash pad in a plaza, a mountain stream, or a lake view—people love the sight, sound, and feel of water. And there is renewed appreciation for water as a potential amenity to attract guests. If your property has natural streams, capitalize on the opportunity they present. Build a bridge that highlights the feature and include environmental signage and benches for sitting. Another opportunity is to integrate features such as “pop-jet” fountains into paved areas. These are popular for kids and adults alike. Lastly, stormwater filtration/treatment infrastructure, such as constructed wetlands and rain gardens, can be attractive and educational amenities that are easily integrated into everything from parking lots to plazas. Water has a profound effect on the senses. Use it to your advantage. LIGHT IT UP Nighttime operation at many parks is limited, but in the case of special events and/or evening gatherings, lighting plays a key role in the experience. In addition to having adequate illumination on major circulation routes, accent lighting will enhance the landscape and aesthetic of the natural environment. Uplights for buildings and trees, wall and step lights, railing lights, and cable lighting over a walkway all contribute to the experience. New LED technology has increased lighting capabilities for a more reasonable price. PUT IT ALL TOGETHER Combine all these components to create a park environment that will enhance the guest experience. Turn your frame of reference toward connecting people with nature, because that is the underlying reason they have come to visit in the first place.

NEW PRODUCTS _______________________________

BY SARAH BORODAEFF

Innovation springs eternal, from unique new activities to upgraded park staples.

Head Rush quickflight Head Rush Technologies has introduced the successor

to its popular QUICKjump free-fall device, the QuickFlight. The QuickFlight has a redundant, dual line system and custom RipCords with overload protection assemblies, and is equipped with eddy-current braking technology. The QuickFlight can be mounted either indoors or outdoors at heights from 6 meters to 23 meters (20 feet to 75 feet), depending on the specific configurations, such as RipCord length of the device. The working capacity of the QuickFlight is 44 to 285 pounds, and it comes with a two-year warranty. The QuickFlight also comes in an XL model. www.headrushtech.com

Wiegand Mystical Hex The Mystical Hex from Wiegand Sports GmbH is a unique

variation of a gondola ride combined with a twisted rail zip ride. The gondola-style carriers—aka, vehicles—come in two passenger-orientation options: one is enclosed with passengers sitting face-to-face, the other is open with passengers sitting side-by-side. Both carrier styles are suspended from a steel overhead track. The gravity-driven course can be designed to include upswings, swoops, swinging curves, and drops. Portions of uphill track are controlled by booster wheels, which propel the gondola to the next section of downhill track. The ride track and support structure can be designed for sites that are either sloped or level. lhaysamusgroup@aol.com

SPS FILETS crimped activities activities are constructed of a combination of rope strands with a steel wire core. The technique allows for a high-end finish and longer lifespan of the elements. Elements include Himalayan bridges, snake poles, climbing rings, rope ladders, and more. This manufacturing technique also allows a variety of color choices, so operators can further customize their courses. www.spsfilets.com >> continued

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SPS Filets has expanded its workshop to offer crimped-rope activities. The

NEW PRODUCTS

sunkid sky loop The Sky Loop is a new thrill ride from Sunkid

GmbH. The ride is designed for up to four people to sit on an outrigger, which swings out from the loading platform and performs a 360-degree rotation, hanging riders upside down over open air. The Sky Loop’s platform has a relatively small footprint, about 5 feet by 18 feet, and can be attached to any support that permits safe access for passengers, such as on top of a tower or a rock wall. The estimated throughput is approximately 320 riders per hour at 30 seconds per ride. www.sunkidworld.com

Adventure Golf Services Modular AdvAntage Mini golf The Modular Advantage Mini Golf course from Adventure Golf Services consists of prefabricated, interlocking, flexible panels for 9- or 18-hole courses. The system offers an alternative to a concrete-based course in locations where concrete is unsuitable. It also affords the operator the flexibility to disassemble and move the course to a different location. The courses can be purchased as an owner-installed kit or as a turnkey installation. www.adventureandfun.com

Petzl i’d evac descender

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The Petzl I’D EVAC self-braking descender is primarily designed

for lowering from an anchor. “The new I’D EVAC is designed to be more ergonomic when lowering a person from a zip line or platform. Its handle is reversed, allowing the rescuer to pull against the anchor rather than pushing the handle towards the anchor like current models. This makes the lowering operation more natural and effective,” says Petzl national sales manager Michel Goulet. The I’D EVAC has an integrated anti-panic and anti-error catch limit that reduces the consequences of user error. It also has an auto-lock system that allows the rope to automatically lock without manipulating the handle. The descender has a maximum working load of 250 kg (550 pounds) and meets EN 341 type 2 class A, CE EN 12841 type C, ANSI Z359.4, NFPA 1983 Technical Use, and EAC certification standards. www.petzl.com

The Deimos FreeStyle GM harness is a full-body harness featuring either a hard center attachment point or hard outer attachment points, allowing for maximum comfort on longer zip line rides. The harness comes in three sizes to accommodate the widest range of guests: XS-M (80 to 120 pounds; waist size 22” to 44”), M-XL (100 to 230 pounds, waist size 27” to 51”); and L-XXL (220 to 300 pounds, waist size 27” to 54”). Manufactured in Canada, the FreeStyle GM weighs approximately 1.5 kg (3.3 pounds) and is certified to EN1651 standards. www.deimospg.com/xsite1/eco_freestyle_GM.html

NEW PRODUCTS

Deimos freestyle gm harness

tube pro three-stage platform padding system Tube Pro has developed a three-stage platform padding system for zip lines and aerial adventure courses. The multi-col-

ored platform edge pad provides a visual for riders to spot the landing and avoid the platform edge upon approach. The platform landing pad, six to eight inches thick, provides impact cushioning upon landing, while the tree/tower pads protect both the tree and rider. The tree pads come equipped with adjustable straps to provide a snug fit while considering tree health. Pads can be purchased individually or as a package to suit a variety of platform and tower designs, and can be custom screen printed with instructions, information, or with the course logo. www.tubeproinc.com

Koala pouliz 3.0 over the previous 2.1 model. This continuous belay trolley has added a swivel point to which the participant’s lanyard attaches, making traversing through the course more comfortable. Additionally, the Pouliz 3.0 features a new locking gate mechanism. The updated gate requires a proprietary tool to unlock, and once disengaged from the unlock point, the gate will automatically lock itself. The Pouliz 3.0 is compatible with the full line of Koala specialty hardware, including the Pouliz Handle, which can attach to the swivel point and make traversing a challenge course or zip tour easier for younger adventurers. www.aerialadventuretech.com

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The Pouliz 3.0 is the latest addition to the Koala continuous belay system and an evolution

KEEPING TROLLEYS IN LINE Regular trolley inspection and maintenance can be an overall operational win.

BY CHRIS ROONEY

For all the complexity in a zip line operation, guests should never notice any one piece of the system, let alone the condition of the trolley they’re dangling from. This is where rigorous inspection and maintenance come into play, especially for components closest to the user, like your park’s trolleys.

At season’s end, each trolley should be inspected, cleaned, and stored in a dry location, away from harsh temperatures and direct sunlight.

Trolley care is best approached as part of a park’s systematic operating procedure, because trolleys are a key part of a system that needs to function in harmony. And since each system is unique, specific maintenance requirements vary by location.

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A variety of factors contribute to what needs to be done at any given operation. Some factors are controllable and predictable, such as trolley component materials and zip line speed, and others aren’t, such as environmental conditions. “These are incredibly complex systems. It’s like an orchestra: If one instrument is out of tune, everyone else knows it,” says Chris Koske, director of marketing at Head Rush Technologies, which manufactures the LightSpeed series of zip line trolleys. By implementing a few basic concepts into your park’s maintenance procedures, your team can keep trolleys functioning smoothly and safely, with less downtime and lower expenses.

GENERAL RULES Each trolley design has its own needs and maintenance requirements, which should be included in the materials provided by the manufacturer. In addition, all trolleys interact with the other components of the zip line, with at least slight variations for every manufacturer, depending in part on the specific construction and features of the device. But no matter the manufacturer, trolley maintenance follows a few general guidelines for proper upkeep. “There are things that the user can do to maintain trolleys: a drop of oil here or there, warm water and soap is always good. There are lots of things that can be done to keep things operating properly,” says Kenny Brodin, technical sales manager at Kong USA. One common theme: Trolleys should be kept clear of dirt and grit, especially on gliding components. The trolley should be washed periodically and as needed as Brodin suggests, and a drop or two of machine oil can often help to lubricate gliding components. Saltwater will significantly shorten the life of these components, so if a trolley comes into contact with salty water, it should be promptly rinsed off and cleaned. Operators should generally avoid using power or jet washers and harsh cleaning products, though, because they can contribute to quicker degradation of the trolley.

For more product-specific considerations, it’s best to rely on the product manual, along with deliberate technician hiring and training, and a meticulous inspection program for your park’s equipment. TRAINING + INSPECTION = SMOOTH OPERATION The first critical component of a trolley maintenance program is investment in training staff on the proper inspection and upkeep of the trolley. But the best investment into a park’s safe operation, according to several people interviewed, is hiring a dedicated technician. The ease of finding such a person depends on location, though. According to Eric Cylvick, CEO of Terra Nova, LLC, makers of ZipRider and ZipTour trolleys, a zip line tour that operates in summer at or near a ski area has a likely candidate pool—the ski area’s lift technicians, who have experience maintaining lifesaving equipment in the park’s specific terrain. Photo, this page: Documenting inspections, as during this Petzl PPE course, is essential in maintaining trolleys. Credit: Petzl/Lafouch. Opposite page: Levi Painter of Terra Nova explains ZipRider trolley maintenance.

As zip line attractions, particularly in the United States, have trended longer, faster, and higher in recent years, their systems have become more complicated to maintain safely. “With more complexity comes a need for a more highly qualified maintenance person,” says Cylvick. Even if someone with specific inspection and maintenance experience isn’t readily available, training for the role is. Most manufacturers offer personal protective equipment (PPE) training courses covering the maintenance of their specific products. For a given manufacturer’s products, the PPE course typically teaches technicians not only the “how” and “what” of equipment maintenance, but the standards behind them. Petzl’s PPE class, for example, begins with the purpose of inspection, including an overview of the organizations that devise standards, such as ACCT, and how they apply to Petzl’s equipment.

The best investment into a park’s safe operation... a dedicated technician. From there, technicians learn specific issues to check for in their frequent equipment inspections tailored to that manufacturer’s product. While all PPE courses will include training for maintenance issues specific to the host manufacturer’s products, they also cover general maintenance guidelines that should be applied to the park’s regular equipment inspections. Enrollment in these training courses isn’t mandated. And since many trolley manufacturers do not have regular contact with operators, says Michel Goulet, Professional Division manager at Petzl America, it’s critical that operators take the initiative to formally train their maintenance staff. “We can only do so much as a manufacturer. Responsibility for inspection and maintenance is really on the owner,” says Goulet. “And that’s why that training course is so important.”

system? What is the condition of the interface with the braking system? Are any pieces, such as plastic components, missing? Is it visibly worn in such a way that reveals a possible systemic issue with the cable? Beyond function and visual wear, the question asked in a daily inspection, says Cylvick, is, “Can it be put back in service that day?” If any of these individual inspections reveal abnormal abrasions beyond surface wear, or a change in function, the individual trolley should be removed from service and evaluated for repair or replacement. Monthly inspections require more time and tools. In these inspections, technicians use tools such as calipers to measure wear points on the trolley, and compare those measurements to what was recorded in previous monthly inspections as well as the original product specs from the manufacturer.

LOG EVERYTHING Once trained, a park’s maintenance team should regularly inspect the trolleys. There are two basic frequencies of inspection for most trolleys: daily and monthly. Together, these inspections provide reassurance about the daily functionality and safety of the product as well as the long-term wear inherent with high-volume daily use. Daily checks. In a daily check, technicians should focus primarily on proper function. Does the trolley glide smoothly along the cable? Does it interact properly with the braking

These comparison measurements can expose systemic issues in the operation of that particular trolley, such as how it’s affected by the particular characteristics of the zip line—wind, speed, frequency of use, environmental conditions, and other factors affecting the line. Annual inspections, in many cases, require that trolleys be sent to the manufacturer for disassembly and testing. Onsite repair of trolleys, for many manufacturers, is limited to replacement of parts, rather than component repair. Each of these inspections should be documented methodically. This is a critical point: With meticulous documentation of every issue, wear pattern, and daily inspection of each individual trolley and zip line, technicians gain a thorough understanding of the operational requirements of the park’s equipment—

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More generally, says Cylvick, techs “should have done some form of maintenance in the past: automotive, construction, hydraulic.”

And with well-kept maintenance program logs, you and your technicians can create your park’s unique operating manual. This manual starts with the

Training, such as Petzl’s PPE competent person course, helps technicians become proficient and knowledgeable. Photo: Petzl/Lafouch

as a guide for using that specific gear in your site’s specific conditions. Working with your dedicated maintenance staff on this allows for an understanding of the idiosyncrasies of your equipment.

TALK TO YOUR SUPPLIER Since trolleys tend to be sealed, enclosed devices, that precludes significant repair onsite. For repairs

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If a trolley is not functioning properly—perhaps a technician notices some unusual condition during a regular inspection or after a unique event, such as a trolley hitting a brake particularly hard or getting stuck in the middle of a line—most manufacturers recommend working with your supplier or the contractor who built the park to determine next steps for repair or replacement.

The manufacturer of any trolley sets parameters for safe operation of its equipment based on its own testing and limited feedback from users. But every aerial adventure operation’s equipment is used in an environment where local conditions— wind, temperature, humidity, and workload among them— may dictate modifications to the guidelines. “The purchaser is the only one who can really determine the site-specific things that go on for that particular ride and that particular product,” says Cylvick.

For example, zip line four’s braking system may require replacing the pads more frequently than other lines, due to its steepness. This information only emerges out of consistent record-keeping and analysis of the park’s operation and equipment.

rati

WRITING YOUR OWN MANUAL

product specifications and parameters of the park’s equipment, including the trolleys, and merges those specifications with operating logs from your specific site and maintenance program. This custom operating manual serves

nst

O ruction &

an ideal base from which park operators can create their own site-specific operation and maintenance manual.

development.treetopquest.com

Fast Shipping. Most orders ship same day. Express shipping options available. Satisfaction Guaranteed. If you're not satisﬁed with your order simply return it for a refund or exchange. info@boltdepot.com    (866)-337-9888

F E E D BAC K TO E N H A N C E T HE GU EST E XP E RI E N CE W W W.GUESTRESE A RC H .CO M

beyond replacing items such as plastic carabiner covers, there’s usually not a repair your maintenance staff can do that will maintain the trolley’s integrity. Usually only the manufacturer has the equipment necessary to test the trolley to reveal whether a repair, versus a replacement, would keep the device safe for regular use. For example, according to Brodin, the only piece on Kong’s trolleys that is user-serviceable—i.e., replaceable—is the plastic cap covering the holes, which prevents fingers from getting between the wheels and the zip line, that Kong developed per EU regulation. “Other than that, the bearings are sealed and the gate is riveted to the body [of the trolley],” says Brodin. Therefore, for operators dealing with malfunctioning or broken trolleys, seeking replacement through the supplier is a safer bet than repair. Upon any inspection, whether daily or monthly, if any doubt exists at all about a trolley’s safe function, it should be immediately retired and the supplier contacted

for a replacement, whether through a manufacturer’s warranty or purchasing a new trolley.

TROLLEY SUPPLIERS: CMI Corporation: www.cmi-gear.com

It’s also possible that your supplier or the manufacturer will have some insights about the specific maintenance factors for your park’s build. The product’s service team may be able to help isolate any issue that’s causing damage to the trolleys. For example, if inspection reveals that the front of a number of trolleys at your park are damaged and need to be repaired, says Bryan Cox, after sales and service manager at Petzl America, “that typically would look like [the trolley] might be hitting a brake block, so: Have you checked your brake block system anytime recently?” Trolleys are an essential component of any zip line installation. With regular cleaning, inspection, safe use within product parameters, and the knowledge that comes with meticulous logs by dedicated staff, your park can keep your trolleys working in top condition often for many years—perhaps even beyond the life of the park itself.

Head Rush Technologies: www.headrushtech.com ISC: www.iscwales.com Koala: www.koala-equipment.com Kong: www.kongusa.com -on-the-ropes-: www.on-the-ropes.de Petzl: www.petzl.com PMI: www.pmirope.com Robertson Harness: www.robertsonharness.com Zip-Flyer: www.zipflyer.com ZipRider: www.ziprider.com

73 Winter 2019

Siri Salonen

AD INDEX Action Photo Systems......................................... 26 www.actionphotosystems.com 831-334-4637 ADG (Aquatic Development Group, Inc.) �� 8 www.aquaticgroup.com 800.458.9283 Adventure Development Team �� 34 www.adventuredevelopmentteam.com 203.444.9844 Adventure Park Gear �� 15 www.advparkgear.com 518.288.2921 Adventure Park Insider Magazine ...............18, 74 www.adventureparkinsider.com 203.263.0888 Aerial Designs �� 32 www.aerialdesigns.com 206.418.0808 American Adventure Park Systems �� 2nd Cover www.americanadventurepark.com 770.214.1390 Bolt Depot �� 72 www.boltdepot.com 866.337.9888 Captain Zipline (For Sale) �� 44 www.captainzipline.com/for-sale-html 719.221.6463 Challenges Design Innovations �� 17 www.challengedesigninnovation.com 828.727.6850 Challenges Unlimited �� 12 www.challengesunlimited.com 800.480.3867 Clic-it �� 16 www.teamsynergo.com 503.746.6646 Experiential Systems, Inc. �� 4th Cover www.experientialsystems.com 877.206.8967 Fareharbor �� 22 www.fareharbor.com 808.495.0244 Fehr Bros Industries, Inc. �� 46 www.fehr.com 800.431.3095, ext 219

WINTER 2019

Guest Research �� 72 www.guestresearch.com 303.488.9808

SE Group �� 73 www.segroup.com 970.668.3398

Head Rush Technologies ��7, 9, 11 www.headrushtech.com 720.565.6885

Signature Research Inc. �� 14 www.signatureresearch.com 770.577.8048

High Peaks Group �� 74 www.highpeaksgroup.com 267.566.8985 Idaho Sewing for Sports �� 37 www.idsewing.com 208.983.0988 ISC �� 33 www.iscwales.com 216.276.1581 Kanopeo GmbH �� 10 www.kanopeo.com +41 79 285 66 38 Koala Equipment �� 13 www.koala-equipment.com +33 4 50 97 50 18 Kong USA ��27 www.kongusa.com 401.253.3759 Outplay Adventures �� 3rd Cover www.outplayadventures.com 201.446.1146 Peak Trading �� 38 www.peaktrading.com 845.338.1325 Petzl America ��45, 47 www.petzl-parks.com 801.926.1500 PicThrive �� 73 www.picthrive.com 866.706.9005 Ropes Courses Inc. �� 31 www.ropescoursesinc.com 877.203.0557 Ropes Park Equipment �� 3 www.ropesparkequipment.com 203.260.4111

Star Lifts Summer World �� 43 www.starlifts.com 603.863.0241 Strategic Adventures �� 42 www.strategic-adventures.com 888.553.0167 Synergo ��23 www.teamsynergo.com 503.746.6646 Terra Nova LLC of Utah ��21 www.ziprider.com 435.336.8800 The Flybook ��25 www.theflybook.com 855.909.2665 Tree-Mendous Aerial Adventures �� 5 www.tree-mendous.net 518.288.2920 Treetop Trekking ��19, 41 www.treetoptrekking.com 514.369.8242 Treetop Quest �� 72 www.treetopquest.com/construction 404.863.9733 Tube Pro �� 40 www.tubeproinc.com 1.866.882.3776 Wiegand Sports USA �� 35 www.wiegandsportsusa.com 866.377.2169 Worldwide Enterprises, Inc. �� 24 www.wwewirerope.com 888.297.3900 Zip-Flyer LLC �� 39 www.zip-flyer.com 212.971.9780

74 [www.adventureparkinsider.com]

ADVENTURE PARK INSIDER Partner with Adventure Park Insider to help your business grow!

Reserve a spot in the next issue! To find out about the affordable rates on offer, contact Sharon Walsh at sharon@adventureparkinsider.com

www.adventureparkinsider.com

We take inspections and maintenance seriously. Lives depend on it. When it comes to the safety and reliability of your adventure park, you need a team you can trust. ESI has the knowledge and expertise you can count on. Our inspectors stay up to date on the current safety standards. And with over 30 years of experience, we are a leader in the industry. We provide quality inspections on zip lines, aerial adventure parks, challenge courses and climbing structures. Protect your participants and safeguard your investment by hiring one of our certified inspectors today.

• • • • • •

Book your next inspection!

877-206-8967

www.experientialsystems.com

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