When We Go Above and Beyond

Great customer service is a big part of our industry. We know by providing great service, friends are more likely to recommend our centers and products to others. We have the opportunity to turn upset guests into raving fans, even when it means we may need to go against our written policy.

As a party manager, there were times a guest would show up late, not meet the minimum requirements of guests for the party, or cancel in less time than we had stated on our agreements. Our job was to do everything we could, within reason, to make it right with the guest to create a lasting experience and make them as happy as possible.

In the past two years, we have visited almost ten different countries and taken many weekend vacations. My husband’s grandmother came to visit, and we wanted to show her what Indonesia had to offer. So, last weekend we planned to take her to Yogyakarta, the cultural mecca of Indonesia. We left for the airport with plenty of time to arrive two hours early. It typically takes about one and one-half hours to get there. Jakarta has some of the worst traffic I have ever seen, and I’m from Houston! Unfortunately, it took us over 3½ hours to get to the airport. We missed our flight. We tried flying standby for the next two outbound flights and had no luck. We even tried to reschedule for the next day, but the flights were 100% booked.

We explained our situation to the hotel and let them know we needed to cancel the reservation.  Since we had booked the trip through hotels.com, we called them the next day to see what our options were. The policy stated we would have to pay for one night, which we were ready to do, and that they wouldn’t refund any early departures. We explained the situation, and they said they would contact the hotel and that we should as well.

The hotel failed to return our calls and informed hotels.com they would be charging us for the entire booking. We requested again that they review the policy with the hotel, and they said: “Sorry, you are required to pay the full booking.”

While we completely understand the situation the hotel was in, we know if they wanted to make us raving fans, they would attempt to work something out with us but in this case, they weren’t willing to do that.

So, it made me think. If we had been able to honor our reservation, I wonder what kind of service we would have received. My guess is they probably would have focused on what was best for them and NOT good for us!

As owners and managers of our centers, we have the ability to make or break our guest’s day. It is so important to listen to each situation and choose a great outcome for our customer and the center. So, this week I challenge you to go above and beyond, make their day, provide great service, and turn them into lifelong guests. As for me, I’m headed to Bali this weekend and we are not missing this flight!

Scorecards

I was sitting in church today and noticed that even my church has a scorecard. Over the last year, I have taken a new step toward accountability within my company. All of our sales team and many of our team members in management have a scorecard. This scorecard helps all of us stay accountable. At church it helps us celebrate the success we have as a community. At work it helps us celebrate the success we have as a team.

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A little over a year ago my friend, Beth Standlee of Trainertainment, really put my focus on setting up our team scorecards. We have been seeing great success by using them. The secret of the scorecard is tied to accountability. The employee is given a metric that they own. As an owner, I know that metric is tied to their success and if they achieve that score, they will be performing well.

Once you have a scorecard, you must monitor it, just like that big scoreboard at your favorite sporting event. At my church, they post their scorecard in the church bulletin each week. It brings awareness to goals and keeps us all checking the score.

Every Monday in my company we look at our scorecard for the previous week. We address any deficiencies in our score and celebrate all our wins. One of the most important conversations during that meeting is the challenges we are experiencing as we work toward that perfect score. We discuss the challenges and look for ways we can improve our company and our team.

Now’s the time to setup your team scorecard. What is a metric you know makes a particular team member successful at their job? Is it the number of facility tours made by your sales rep or perhaps food cost in your F&B operation? Take those numbers and start tracking your progress. I guarantee as you track these numbers and hold yourself and your team accountable, you will see an increase in the success of your business. Growing your business is within your reach, just take the time to keep score.

 

3cc1391Kyle Allison, from Andy Alligators in Norman, OK is a young man that I adore. One thing that I love about this business is that we get the opportunity to work with the best and brightest young people in the world.

Kyle is one of those guys. I met him in the early years of Trainertainment.  He was just out of college and working his way into the family business.

I knew he was an ideal customer in that he couldn’t learn enough. I know you’ll enjoy this young entrepreneur’s insight as he guest writes for our newsletter this week.

 

TrainerTainment Tip – Plan Your Work and Work Your Plan

Are you a planner? Well it has been an obsession since I was in middle school and now I can use it for work. The saying goes plan your work and work your plan and that is what we should be doing every day if we really want to be successful at meeting our goals. Watch today’s tip to see how you can plan your day and will get on track for success.

The Friends We Make

Many of you know my friend Leisha Murr. She and her mom Debbie helped me in the early days with the dream of TrainerTainment. Leisha attended trade shows for the first three years the company was in business. I’m sure some of you talked with her at Bowl Expo.

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Often times, I think people thought Leisha was my daughter and I was happy to claim her. Pre-TrainerTainment, we worked at least ten Mini-Eliminator Megabuck Bowling Tournaments. What that means is that we spent more than 100 days working closely together and playing as hard as we could. Leisha is and was the kind of person who always had a smile and kind word for everyone.

Leisha lost a very short battle with cancer Friday morning, March 11th. It’s unbelievable to me that in a moment this 39-year old woman is gone. Cancer has certainly touched our lives in recent years and I suspect has impacted the lives of most of the people we all know. Here’s what I’ve learned… friends matter. Families matter. Life is precious and every minute counts.

The relationships we share are precious. It’s no accident that our paths have crossed. Life is fragile. There’s not enough time to talk negatively about another. There is so much room to care about how you impact the world and the people you meet. Leisha paid attention to that. She struck me as the kind of person who knew when to thoughtfully speak up and when to keep her mouth shut. I wished I had paid more attention to that brilliant skill!

I’d like to ask that you send good thoughts to the Murr family this week as they say goodbye to their precious daughter, sister, and aunt. Leisha has so many friends in the bowling world and the celebration of her life will be big.

If we are lucky, we make lots of good friends in our life. The friends we make are what we take through the day and through our lives. Pick well. Be intentional and take time to spend time with those you love.

Submitted in loving memory of Leisha for Debbie and Dale Murr,

 

Beth

Ideas to Use Facebook Live to Showcase Your Center

Ideas to Use Facebook Live to Showcase Your Center

Have you heard of or seen Facebook Live by someone you follow? We know that videos have been ranking higher than other types of media for some time now, but Facebook Live video changes the game.

Facebook Live video was launched to celebrities late last summer and is now rolling out to iOS and Android users. It hasn’t been activated on my account yet (I’m sure it takes time to roll out on this side of the world), but I have been so excited about this feature!

Facebook will be taking Live video into account for ranking, which means Live video is going to show up at the top of the newsfeed.

So, it has had me thinking…. how could we at TrainerTainment and, most importantly, our clients, use Live at their centers. I have a few ideas for you.

1. Birthday Parties

People call our center to book birthday parties all the time, and we tell them our parties are the best in town but how about we show them? Live stream a birthday party so they can get the full experience of how great your parties are. Be sure to get parent permission first!

2. Back of the House

One of the great things about Facebook Live is you will be able to connect and show who you are. How fun would it be to show how you get prepped for the day? I remember making the dough and thinking people would be so surprised if they knew the size of equipment we used and that we made everything from scratch.

3. Games and Attractions

Do you have a new game or an attraction in your center? Live stream the first day of it or team members testing it out. What a great way to showcase what’s new and how fun it can be!

4. Meet the Team

Have a fun “Meet the Team” each month. Live interview your staff, so your guests get to know who they are and recognize them when they come in. It’s all about making a connection early!

5. Holidays and Events

Do you have someone on your team who is outgoing and engaging? Have them live stream during your busy times. They can walk through the center, ask guests if they are having a good time, and encourage people to bring the family out for fun!

These are just a few ideas of how you can connect using Facebook Live in your center. The best part is that your videos are automatically saved to your Facebook page. We would love to see what you are Live with. Be sure and share on our Facebook wall so we can join in on the fun!

Do you show appreciation?

Tomorrow is Employee Appreciation Day. I know, to some it may feel like this is just another Hallmark day to celebrate, but did you know that studies show that “recognition” was one of the main things employees wanted in order to produce great work? I mean, we all want a little appreciation now and then, right?

If you are always showing your team members how much you appreciate them, you may not have to do anything big tomorrow, but if this is an area to work on, tomorrow is a great day to start.

Appreciation doesn’t always have to come in the form of cash. Here are a few ways you can show appreciation to your team members, not just tomorrow, but any time.

1. Tell them!

It’s amazing how just telling your team members they are appreciated can go a long way. Be specific. Tell them you appreciate they are always on time to work so you never have to worry about their position being covered. You appreciate them always coming to work with a positive attitude. Once they know you see those things, they’ll know have a true appreciation for them.

2. Have food in the break room.

Let me tell you, my team members loved it when I would bring food! We were a pizza buffet so I had to stay away from that but it could be so simple: cupcakes, cookies, cake, chicken nuggets, sandwiches, really, any food. They didn’t have to eat center food or go out and pay for their own food. It’s fun, easy, and trust me, they’ll love it!

3. Have some fun!

Do something fun during the day. Do a fun drawing every half hour or hour for gift cards. You don’t have to purchase the gift cards. Get out in your community and trade. You are not the only one trying to show a little employee appreciation!

4. Create a wall of fame.

How fun would it be for team members to walk into their shift and see their face on the wall? Have a team member of the week. I love going to Jason’s Deli and seeing their team member of the week on the wall with information about them. It’s amazing how much we don’t know about each other. Reward them with a gift card or a small bonus, say $50.

5. Create center bucks.

Ours were called Buddy bucks after our mascot. All managers and supervisors could give them out when they saw a team member do something above and beyond. Team members could even ask managers to give them out when they saw something extraordinary. At the end of each quarter, team members redeemed their bucks from a selection of prizes. It gives them great incentive and is an instant reward for something they did that was great.

6. Send to training and conference. 

Team members love to learn and this is a great way to let them know you are invested in them and their success. Not only do they feel appreciated, you are getting a huge return on your investment, too.

7. Swap a task with a team member.

Step in one day and run the register or work the snack bar counter for an hour. Ask your team member to walk the floor and look as if they were the owner/gm. Tell them to tell other team members how they are doing and show their appreciation to their peers.

8. Create a team member newsletter.

Create a newsletter you can give or email to team members each month. Recognize the employee of the month. Let the staff know how the center is doing and what’s coming up in the future. Have team members contribute as well.

9. Recognize your team on social media.

Your team members make your center and it’s great to give them recognition. Snap photos of them with their birthday parties, operating rides, or helping out a child. Let your fans see and recognize them, too.

10. Plan a team member appreciation party. 

I know, we are in the business of making money but why not close down on a Thursday night, have a pot luck (you provide the main course they bring sides and dessert) and let your team members have fun!

Hope this will give you some ideas about how to show appreciation for your team members. We would love to hear how you show your appreciation! Want some more fun and easy ideas? Check out our Pinterest board!

TrainerTainment Tip: Spring Break Photo Booth

It’s March! That means March Madness, Spring is almost here and Easter is just around the corner! But most importantly that means Spring Break! YES! Our centers are going to be busting at the seams with spring breakers soon. Don’t miss this week’s tip to see how you can have fun and engage with the people that come in.

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