As the owner of a Family Entertainment Center, you have a lot on your plate. From hiring to firing, bookkeeping to running day-to-day operations, managing staff, events, and so much more. And when it comes to customers, it’s likely that most of your energy is focused on getting new customers—customer loyalty might not be something you’ve had much time to consider.
Well today, I’d like to help lighten your load by sharing actionable ways to increase customer loyalty at your Family Entertainment Center.
Did you know that it costs FIVE times as much to attract a NEW customer than it does to keep an existing one? (Invespcro)
That’s right! Building lasting relationships with your customers is much more efficient than having to constantly search for new customers.
It’s also a lot more rewarding! There’s nothing better than seeing a familiar, happy face walking through the door. Happy customers will improve the quality of life for your staff too. After all, who wants to work at a miserable place? I’d argue that no one would!
Now that we’ve established why customer loyalty matters, let’s talk about some ways you can increase customer loyalty at your FEC.1. Start with Kindness
2. Handle Problems Head On
One of the worst things you can do in a business is ignore your customers—especially when something has gone wrong or they’ve had a bad experience.
If you’re looking to gain loyal customers, it’s important to handle problems head on. Face them immediately, rather than waiting.
Say the wrong food item is delivered to a party, or a staff member drops the ball. Take ownership and responsibility. Acknowledge what went wrong, state how you’ll make it right, and check back in.
It’s also important to teach your staff how to effectively handle problems so that anyone can step in and take ownership to problem-solve in the moment.
Phrases to use when problems arise:
As you work to build customer loyalty, please know that our team here at Party Center Software is here to help! If you’d like more ideas, or would like to share what’s worked for you, please do not hesitate to reach out to our team! We love watching you succeed!
Grow Your Parties
Speaking of growth, if you’re looking to grow your party business, we’ve got a great resource for you! Our 2018 Online Party Booking Study shares insights that will help you improve the customer experience and grow your business.