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Serving Customers Better: Meet Them Where They’re Looking for You (Online!)

Megan Hawkins
Sep 3, 2019 6:39 AM

When it comes to serving customers better, it’s all about meeting them where they’re looking for you! In today’s world, this happens to be online.

Billions of people are online every single day with 1.92 billion expected to purchase something online.

This is why it’s so important to focus energy on your online presence.

Serving Customers Better: Meet Them Online!

Your customers are looking for you. They’re googling. They’re searching Yelp. They’re all over Facebook. And your website is the key to improving your connection.

Optimize Your Website

Serving customers better is all about making it easy for them to make a purchase. In the family entertainment center industry, this means making it easy to book a party online, purchase add-ons, or make other online purchases before they head to your facility.

It’s important that the calls-to-action on your website are clear and easy to access. Do you have a “Book a Party” tab that allows them to book a party on the spot? If you don’t, it’s time to add it! You wouldn’t want that potential customer to jump off your site and look for another facility that would make it easier for them.

It’s important to have your contact info, birthday party packages, and offerings to attractions at your facility all front and center. Make it easy for your potential and returning customers to find what they’re looking for.

Need help optimizing your website? Here are some tips on how to Optimize Location Info On Your Website.

Review Your Presence

Serving customers better means putting yourself in their shoes. When was the last time you took a step out of your view to see how things might look for your potential customers?

Well, now is a great time to do that! Talk to your guests and ask them how they found you. Were they googling? Were they using Yelp? Did they click on a Facebook Ad?

It’s important to learn where your guests are coming from. Over time, you can build on those analytics to ensure that you’re focusing your attention in the right areas.

Want to learn more about how to increase traffic? Check out our article, Effective Ways to Drive Traffic to Your Website.

Start Your Facebook Account Before You Open Your Doors

Not opening your facility for a few months? That’s okay! You can get started today. Start building your audience now.

We recently worked with a new play center that started posting pictures months before they opened. They began by advertising the local businesses and vendors they would be working with. They shared pictures of their children eating huge cupcakes from the bakery they were outsourcing their delicacies from - treats that would be available in both their café and for birthday parties! Their responses from folks online was huge!

They also offered contests to honor free admission and discounts on parties just to drive interaction. “Like and Share” was the name of the game. Before they opened, they had over 3,000 followers on Facebook! This was a genius approach for them. The anticipation prior to opening created hype that drove customers through their doors once it was time to open their play center. 

Drive Interaction

Do you have a facility now? Great! Driving interaction on your social media accounts is easier than you might think. Remember: it’s all about creating hype. Talk to your customers about what they love about your facility, then use that information to drive interaction.

Here’s an example: say you offer mini-golf. Let your customers know when they walk through the door that if they capture a hole-in-one on video and post it to social media, they’ll receive a prize, perk, coupon, or discount. Trust us, it’ll get lots of folks recording video trying to capture that moment!

Adding a blog to your website and highlighting moments like the “hole-in-one” is another great way to create hype and draw attention to your website. If a customer knows they’ll be highlighted, they’ll certainly visit to see! And will likely share it with their friends too.

To learn more about blogging, check out this article 3 Reasons Why Every Family Entertainment Center Should Be Blogging Right Now.

Speaking of driving interaction, don’t forget to be proactive in your own social media efforts! Tag people, share, engage. “Like” other local businesses in your area and follow them.

It’ll take you a few minutes every day, but it’s totally worth it. Having your brand in front of people will remind them to first: check you out! And once they do, seeing your name will remind them how much they love your space and the experiences they have when they go there.

Create Instagrammable & Facebook Worthy Moments

Want more ways to remind them they love your space? Have them add to your social media efforts for you!

It’s all about creating shareable moments like the example above about the “hole-in-one.”

Make it easy for customers to share but having fun backdrops for guests to take pictures in front of. And take it a step further and provide a #hashtag they can use when posting to social media. For the hashtag, consider using your business name, the name of a key attraction at your facility, or perhaps a funny or punny slogan. Check out what’s trending, and go from there! 

For more on hashtags, check out our article How to Use Hashtags to Attract Local Guests.

Remember: guests love to share photos! And their followers will see the memories being made at your facility. Your food, drinks, atmosphere, and attractions are all Instagrammable moments. All fun, all delicious, all good!

Want to Continue Serving Customers Better?

We’re here to help! Download a copy of our complimentary eBook Serving Customers: Why It Matters & How a Service-First Approach Will Keep Customers Coming Back. Click here or on the image below.

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