Want to grow your Family Entertainment Center? Your business thrives on your customers. Ensure that you're driving customer satisfaction with these 5 tips!
As a busy owner of a Family Entertainment Center, driving customer satisfaction might be one of the last things on your mind.
Don't worry if you're feeling overwhelmed. Improving your customer experience and satisfaction is easier (and more fun) than you might think.
Plus, when customer satisfaction rises, so does employee retention! It truly becomes a win-win situation for everyone!
According to CustomerThermometer, “The average American tells 15 people when they’ve had a poor customer service experience."
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!
Imagine a birthday party walking through your doors and all of the parents and children have a negative experience. That's a lot of adults (multiplied by the 15 people they each tell) who will hear about their bad experiences. And the chances of them returning are 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!
If you want to give your guests a memorable experience, it all starts before they walk through the door. Daily huddles with your team are an excellent way to start the day and ensure that everyone is on the same page.
Aside from meeting daily, checklists can help you prepare for success, especially when it comes to 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:
Get more info here or click on the image below to download your complimentary copy of these checklists!
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:
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!
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.
Having an engaging atmosphere is critical to your customers having a great time at your facility. Are the lights too dim or bright? Is the music too loud or too quiet? Is there any 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 the Atmosphere on the Guest Experience? Watch our webinar with Adam Melrose of FEC Music >>>
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!
Making sure your parties are a hit is a big part of driving customer satisfaction. Implementing the ideas in the above section is certainly a great place to get started. 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.
Get it here or click on the image below to download your copy!
Your staff is 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:
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 lead captured your guests using your online booking module, point-of-sale system, digital waivers, your Wi-Fi login system, or even through an in-house form, you’ll have everything you need to send a follow-up email.
Of course, the more specific information you can grab, the better! Knowing the birthdays of both parents and their children allows you to send personalized messages to your guests after they have left. You can use birthday information to not only wish your guests a happy birthday but also to include special offers.
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.
Remember, at the end of the day, your business is dependent on your customers! I hope the advice provided here is useful as you work to drive customer satisfaction and build a successful business. Leave a comment below if you liked this article!
Learn more about and download our latest resources on Serving Customers and how to create a Customer Feedback Survey!
Want happy customers? Here are 6 ways you can create happy customers and amazing experiences at your facility!
Looking to increase customer loyalty at your Family Entertainment Center? In this article, we'll explore 3 simple ways to improve customer loyalty.