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5 Ways to Drive Customer Satisfaction at Your Family Entertainment Center

Rebecca Twomey
Dec 17, 2019 6:00 AM

As a busy owner of a Family Entertainment Center, driving customer satisfaction might be one of the last things on your mind.

If you’re feeling overwhelmed: don’t fret. Improving your customer experience and satisfaction is easier (and more fun) than you might’ve thought.  

Plus, when customer satisfaction rises, so does employee retention! It truly becomes a win-win situation for everyone!

5 Ways to Drive Customer Satisfaction at Your Family Entertainment Center

According to CustomerThermometer, “The average American tells 15 people when they’ve had a poor customer service experience” (American Express).

And if that wasn’t bad enough, “89% of consumers have switched to doing business with a competitor following a poor customer experience” (Harris Interactive).

That’s rough!

Now imagine a birthday party walks through your doors and the parents and children all have a poor experience. That’s potential multiple adults (times the 15 people they each tell), that are going to hear about that bad experience. And the likelihood of them coming back is only about 11%!

This is of course the opposite of what you want as a business owner. You want happy, satisfied customers. So, let’s talk about how we can make that happen!

1. Prepare for Success

If you want to create a successful experience for your guests, it begins before they walk through the door. Having daily huddles with your team is a great way to kick off the day and ensure that everyone is on the same page.

Beyond meeting daily, it’s important to use checklists to help you prepare for success—especially with birthday parties and special events.

We created a free guide to make check-listing even easier for you! In the first issue of our Event Planning Checklist, we share the following checklists:

  • Guest Communication – what to confirm, what to collect, what to look for, special requests. This will make the process of gathering waivers and deposits simple and seamless.
  • Organization – this checklist will guide you on what to log in your party booking software, what needs to be prepared in advance, along with staff check-ins and scheduling.
  • Health & Safety – customer satisfaction isn’t just about having fun—it’s also about having a safe experience in a clean facility. This checklist will guide you on exactly how to make that happen!
  • Inventory – do you have everything you need for your incoming parties to make them a success? Ensure that you do with this checklist!
  • Entertainment – another key to customer satisfaction is curing custom entertainment experiences for your guests. This checklist will give you some ideas on how to do that. Plus, provide an idea of an entertainment piece you can add to your online storefront to upsell!
  • Event Management & Staffing – last but certainly not least is this checklist. It’s focused on making sure that you have the right people in the right places at the right times!

Click here or on the image below to download your complimentary copy of these checklists!

Free Download: The Event Planning Checklist - "The Before"

2. Create an Unforgettable Experience

It’s important to make sure that your guests feel special from the moment they walk through the door.

Think about a few companies that make YOU feel special when you walk through their doors. Ever been to Cold Stone Creamery or Moe’s? They’re infamous for the way they greet customers when they walk through the door. “Welcome to Moe’s!” is a greeting I look forward to hearing when visiting my local store for a burrito.

What can you do to create an unforgettable experience for your guests?

Here are some things to consider:

Your Welcome Greeting

A simple “Welcome to [your facility name]!” with a smile will go a long way when customers first walk through your doors. You might even consider a catchy greeting related to what your facility offers.

Here’s an example. Let’s say you’re a bounce facility. Your staff could say, “Ready to bounce into some fun today!?” when customers walk through the door.

Be creative! Be clever! And be unforgettable!

Your Check-In Phrases

Just as it’s important to greet customers with excitement when they walk through the doors, having specific check-in phrases your staff uses throughout a guest’s experience is another step you can take to make them feel special and drive customer satisfaction.

Again, even simple phrases like, “Are you having a great time?!” can often go a long way.

Make a list of check-in phrases that your team can use to “check-in” with customers.

Your Entertainment

Having an engaging atmosphere is critical to your customers having a great time at your facility. Are the lights too low or too bright? Is the music too loud or too quiet? Is there even music at all? What type of music are you playing?

Consider the types of folks that walk through your doors and cater to what they enjoy. Don’t know what they enjoy? Ask! Surveying your customers is the best way to get great feedback.

Want to learn more from an expert on the Impact of Atmosphere on the Guest Experience? Click here to watch our webinar with Adam Melrose of FEC Music >>>

Your Closing Statements

Making customers feel special when they leave your facility is just as important as how they feel when they enter and throughout their time.

Create a list of closing statements that your staff can use as guests exit. Be sure to consider including statements that ask for feedback, share special offers, and invite them back!

3. Use Checklists to Make Your Parties Rock

A huge part of driving customer satisfaction is making sure that your parties rock! Implementing the ideas in the above section is certainly a great place to get started. But you won’t want to stop there!

Use checklists to make sure that your parties go off without a hitch. Just like our Event Planning Checklist for “the Before,” we also have a complimentary checklist to use during your event.

Click here or on the image below to download your copy!

Free Download: The Event Planning Checklist - "The Party"

4. Nurture Your Staff

Your staff are the backbone of your business. Don’t forget to nurture your staff. After all when you treat them right and provide them with proper training, they’ll help to drive that customer satisfaction that you’re aiming for!

Here are three articles that will help you train and nurture your staff effectively:

  1. Preparing for Holidays at Your FEC: 5 Tips to Train Your Staff
  2. Let Them Lead: The Secret to Improving Teamwork Among Your FEC Staff
  3. Does Your Leadership Culture Serve Others?

5. Follow-Up & Offer Value

Now that you’ve prepared for success by utilizing checklists, focused on curating an awesome experience, and prepared your staff for success, it’s time to consider how you’ll follow-up with your guests and continue to add value.

Remember to use the closing statements you prepared above to make your guests feel just as special leaving as they did when they walked through the door.

If you’ve lead captured your guests using your online booking module, point-of-sale system, digital waivers, through your Wi-Fi login system, or even through an in-house form, you’ll have what you need to send a follow-up email.

Of course, the more specific information you can grab, the better! Having birthday information for both parents and their children allows you to send personalized messages to your guests after they leave. With birthday information you can not only wish your guests a happy birthday but can include special offers as well.

But before you send any promotions, ask for feedback! Use customer surveys to learn how you can improve your business and better serve your customers.

Serve the Customer = Drive Customer Satisfaction

At the end of the day, remember: your business depends on your customers! I hope the tips shared here help as you work to drive customer satisfaction and build a thriving business.

Complimentary eBook: 3 Simple Ways to Improve Revenue at Your Family Entertainment Center

 

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