Leading With The Heart

Leading With The Heart

by | Jul 31, 2018 | Leadership

We have a saying we use often in our company. We remind ourselves of this belief when we work with people. It goes like this…

“Get out of your head and into the hearts of the people you are training or coaching.”

I believe when you work with people in the arena of training, coaching, or leading, it is imperative you meet them where they are. There is a lot of management theory that suggests “business isn’t personal.” I don’t think that’s right. Most people spend more time working than they do in their “personal” life. I believe many of the business relationships we create become meaningful on a personal level.

As a leader, I wonder what you are doing about the business versus personal challenge of the people in your organization. Do you know what matters to your people? I am not suggesting you have to be everyone’s counselor or that you spend valuable productive time shooting the breeze. What I am recommending is that you get out of your head and lead more with your heart.

Let people know they matter.

Be bold with your expectations.

Tell the truth immediately when you are disappointed with behavior.

Be generous with praise and recognition.

I know when I get out of my head and seek the heart of the people I’m serving, everything is clearer. I know I lead better. As the leader, I quit making up stories about others and go straight to the source. I honor the thoughts I have. Some would say, “I trust my gut.” I know this is not a popular theory. I’m not a scientist and don’t have any data to suggest I am right. I do, however, have a lot of experience and am a terrific observer of what works and what makes things messy beyond measure!

Yesterday I was thinking about all of this stuff and the thought “Everything Matters” popped into my head. One of our clients has the core value, “Everything Matters.” You know what I did? I picked up the phone and called the business owner. Guess what? It mattered, a lot, that I called. It sounds like I’m bragging about my own behavior and I don’t mean to be. I simply wanted to give an example of how leaders can honor that small voice in their head and make great things happen when they translate that into getting into someone else’s heart.

People matter. People matter the most. In everything I know and am learning on a daily basis as a leader, it’s all about people. It’s about how to show up and serve, help, grow, lead, and all the other words I can’t think of now.

When I work with business owners and managers, I often request they start a journal titled, “It’s hard to be the Boss.” We have sub-sections labeled, “It’s fun to be the boss,” “It’s exhausting..,” and on and on. Today, I added the section, “I am so grateful to be the leader of a dedicated team.” I look at the people in my company and watch how they work with the clients we serve. They are part of the client’s team. Sometimes I think my coach may want more for the customer than they want for themselves.

I love the journey we are on. Maybe it sounds boastful but from my heart, I am so grateful this community sees value in what we do at TrainerTainment. We have a core value in our company that says, “We believe we are in service to others.” That value drives everything we do. Thank you for being a part of this journey.

Are You a “Reservationist” or a “Salesperson?”

Are You a “Reservationist” or a “Salesperson?”

by | Jul 23, 2018 | Sales

Someone must sell group events and birthday parties. What’s going on at your center? Are you content with picking up the phone when it rings and giving information with the hope that someone will give you a deposit and hold their party at your facility? Or are you proactively selling?

It may be time to evaluate what you want from the business and what it might take to get there. It may be enough for you to simply take orders as they come in. For my money though, I’d much rather have a “sales team” that is focused on market segments, has the ability to upsell, and can turn a call into a sales situation rather than an order taken.

A Reservationist System

You might have a “reservationist” system if you:

• Have NO outbound calling strategy

• Have NO dedicated sales champion for group or birthday events

• ALLOW the customer to lead the call

• Have NO idea how many calls are coming in and how many of those calls result in a closed sale (close ratio)

A Sales System

You have a “sales system” when you:

• Have dedicated sales professionals who have quarterly sales goals that they are reaching

• Have a sales process that turns an incoming call into a booked event that is more than it might have been if you had just “taken the order”

• Have a strategy for creating new business through an outbound sales effort

Do you want more sales?

It’s tricky to understand how to make the investment in a true “salesperson.” You don’t know up front if the people you hire for sales are going to get the job done. Of course, this is true with any new hire, it’s just easier to measure with salespeople.

So what’s holding you back? Don’t you want to have more group events? Wouldn’t more birthday parties give you access to many new potential guests, which could result in many more group events and parties?

If you do decide to hire a group salesperson, be clear about your expectations. If you don’t know what to expect, ask someone in the industry. Check with locations who have big sales programs. See what information the trade associations provide. Call me, I’ve always got lots of ideas!

Ideally, for groups, we recommend spending time on adult/company party sales, youth groups, church groups, and fundraisers. If you have alcohol at your facility, we would recommend spending 40% of their new business development time on the adults, 30% of their time on kid groups, 20% of their time on church groups, and 10% of their time on developing fundraisers.

In addition to developing new business, we think that a strong “Past Party Reach” is essential to creating lasting relationships with prior parties and group events. You need a sales pro to make sure this effort is executed on a weekly basis. When you reach out consistently to past groups or parties, you are sure to grow your event base. Birthdays are year to year, but group events may come monthly or quarterly so learn about their habits of how often and how they choose where to have their events.

Listen, I’m not knocking a strong reservationist system. That may be enough for your center. I’ve certainly seen facilities that were so busy answering the phone and taking the order that it seemed like overkill to teach their people to sell. BUT, for me, I want to turn “would be” orders into full-blown, maximum-dollar events. I think it takes the same amount of time to take the reservation as it does to sell the event. In the long run, it’s my opinion that there’s a big difference in the amount and growth of sales when you employ sales champions and a sales system. So it’s worth it in my mind to hire, train, and reward a sales team member to create new business, turn existing orders into big up-sell events, reach out to past events, and to stay focused on growing groups and/or parties.

If you are ready to have sales people with a plan, schedule a growth call now and let us help.

 

 

This article was originally featured in the Party Professor, May 2017 RePlay Magazine.

Why On The Job Training Is Not A Solid Training Plan

Why On The Job Training Is Not A Solid Training Plan

by | Jul 17, 2018 | Training

I was walking tonight and noticed a group of 10-year-old boys practicing baseball. The level of focus that the coach managed with these boys struck me. He would run through the play, and then run through it again, and then again.

There were runners on 1st and 2nd. The batter hit the ball, and the fielders were to make the play. They did it all over again and again. It amazed me that those young boys understood that they could do it better and better if they practiced, and so went to practice.

I heard the coach say, “Come on boys; be ready. Know what you’re going to do if the ball comes to you!”

All of it sudden, I thought about what we do in the workplace. We put a bunch of kids in uniform, send them into the field to play a position that, in most cases, they’ve never played before, and expect them to field every ball perfectly.

I wonder why we assume that everyone automatically knows what VIP guest service looks like. I wonder why there is very little practice. Can you imagine if the coach sent one player out to centerfield to stand beside the current centerfield player as a way to teach the new player how to play centerfield? In the work model, the hope is that the “watcher” learns, usually in one to three sessions to play centerfield just in case the main player calls in sick.

I think that example is something we call “OJT”–on the job training. We hope that observation “helps” someone learn to play the game. Isn’t that funny though? Think about it; if watching the game made you a great player, wouldn’t everyone play professional baseball or football or basketball? Watching isn’t enough, though. You have to get in the game and play. And you have to be able to practice. Good training gives the player (employee) the opportunity to make a mistake, get back into position, and try again.

I’m guilty of “observation type” training. I’ve made the assumption that all anyone needs to do is to observe a sales call and then they can do it. They can, but the reality is without formal role play practice, the new sales team member ends up calling on a real guest with no opportunity to practice the play over again if they don’t get it right the first time.

What do you think would happen if you put your team in position and then ran the play over and over again? What would happen if your team had the opportunity to practice VIP service and to see what that play would look like before they are actually in the game in front of real guests?

What if during a VIP guest service “practice” your players could get real feedback? You could run a play that suggests that when a guest is 5 steps inside your facility someone speaks to them. You could have “guest players” come up to the counter so your team can practice providing real service. You could practice how quickly you can get food items to your guests from placing the order to delivering the burger.

The potential for creating a confident first place team goes way up when you decide to invest in some practice (we call it training)! I challenge you to do something different with your team this week, this month, this year. Putting them in the uniform does not mean they are game ready. Give them the training they need. Make sure they are “working out” regularly. And take the time to teach them the plays that ensure your business will make it to the playoffs!

 

FEC Marketing Made Easy, Vol. 6

FEC Marketing Made Easy, Vol. 6

by | Jul 10, 2018 | Marketing

Welcome to the July marketing blog!

We have officially finished half the year and, hopefully, we have hosted some wonderful promotions, events, and had good engagement on social media. Have you planned the second half of your year? If you haven’t, here’s good news: There is still time!

As always, we have an entire calendar that helps with who to call to sell group events and we give you monthly marketing ideas as well. Check out our past volumes to get even more ideas to start planning for next year.

Now it’s time to talk changes in social media. There have been lots of changes this year including quite a few in the past month. So, in this edition, we are going to talk about those changes and what they can mean for your business.

Facebook’s New Level of Transparency

Over the past year, there has been a lot of discussion about Facebook’s transparency concerning where articles and ads come from. Not long ago they added a new info button to most articles. You can click it and see more information about the page sharing the article and what other posts there have been. They are doing the same with ads.

People can go to any page, view the company’s information and see all the ads they are running across Facebook, Instagram, or Messenger. Not only will they see ads that come across their newsfeed, they will also be able to see ads that are not targeted at them. People will be able to view the copy and graphics submitted for advertising, giving users a chance to report ads that may not be legit. Here is the release and a video that Facebook shared about the changes.

Keep in mind when you are giving special offers to a targeted group, people can view the ad and receive the same offer even if they were not targeted. If you are using targeted offers to see what works and what doesn’t, the data could be a little skewed but shouldn’t be enough to keep you from running targeted offers.

The key to assuring your ads are not reported is to create clear content, have great graphics, and don’t spam your fans with too many ads!

IGTV

For a couple of years now, video has been the leader of engagement on social media. In August 2016, Instagram launched Instagram Stories. It was a way for users to share more content, especially longer videos, without taking over the feed. There are around 300 million active users each day on Instagram Stories.

Now Instagram has launched IGTV. Instagram videos have only been one minute long. IGTV gives users the ability to make videos from a minute up to an hour. The best part of it all is that videos are taken in full-screen portrait mode. That means you don’t have to flip your phone on the side to see the video.

Here are a few ideas for videos you can produce on IGTV that will help you connect with your followers.

  1. Birthday Parties

Birthday parties are big business and people call our center to book birthday parties all the time. We tell them our parties are the best in town but how about we show them? Record a birthday party so they can get the full experience of how great your parties are. Be sure to get parent permission first.

You could show them a day in a life of a party host. Get creative and show people how fun your birthday parties really are!

  1. Back of the House

Do you make everything in your kitchen from scratch? Are you testing new items for your menu? We made our pizza dough from scratch. Most people didn’t know that and were surprised when they found out. We also liked to try new pizzas and would get creative in the kitchen.

Those are the moments you can share with your followers. Think of ways to show them how fun cooking hundreds of pizzas a day is or the size of the equipment. Show them all the new food you are coming up with and have them comment on what you should do next.

  1. Games and Attractions

People come to us because we have amazing games and attractions. IGTV will be a great place for you to showcase what’s coming to your center or even what you already have.

It always amazed me that we would move the games around and people would say, “Oh, you got a bunch of new games.” Nope, it was just hidden in the back. Look at your reports and see what may not be getting loads of play time and showcase it. Maybe someone didn’t know you had it. Or how about opening up the back of a machine and showing how a game works?

What about how safe your ride is? We had a ride with loads of safety triggers. If not done right, the ride wouldn’t start. What parent wouldn’t love to hear about how safe it is!

  1. Meet the Team

Our team is our greatest asset, so why wouldn’t we want to showcase them? Remember, people buy from people. Create a connection with your team before the guest even comes in. If you have a team member of the month, interview them, ask them questions about why they love working there, what food guests have to try, what is their favorite game or attraction, etc. Encourage people to come and say hi.

  1. Interview Your Fans

Do you have someone on your team who is outgoing and engaging? Have them video the center during your busy times. They can walk through the center, ask guests if they are having a good time, what their favorite thing was, and encourage people to bring the family out for fun! It’s a great way to get instant recommendations you can share. Remember, ask the guests permission before you start to record.

Upcoming Marketing & Promotion Ideas

  • National Night Out, August 2nd – Work with your local law enforcement or neighborhoods to see how you can get involved in local activities. Many places have booths or are looking for fun donations.
  • National Chocolate Chip Cookie Day, August 4th – have your sales team go out the Friday before and give cookies to businesses you are looking at building relationships with. It’s a great way to get past the gatekeeper!
  • National Bowling Day, August 11th – Offer special bowling prices to celebrate. Bronze Coaching Classes will be held at 14 locations across the US to celebrate too! Register or get more information at https://www.bowl.com
  • Grandparents Day, September 9th – Create a special package for grandparents to come in to have fun and spend time with their grandchildren.
  • National Singles Day, September 23rd – host a fun single and mingle event. Have food and drink specials along with bowling for a great night out.

Have marketing questions? Be sure to email us at marketing@trainertianment.net.

 

Ways to Jazz Up Your Party Rooms

Ways to Jazz Up Your Party Rooms

by | Jul 3, 2018 | Birthday Parties

When was the last time you touched up your party rooms?

I remember it was always one of the last things on my list. It sure could have used more time and attention, though. Think of it this way, if 20% of sales are coming from birthday parties, don’t you want to make sure the rooms scream birthday party?

Your party rooms don’t have to be over the top, but after years of traveling and training at so many facilities, I have seen some really great ways to make party rooms fun. Here are some easy tips to jazz up your party room.

Paint

A fresh coat of paint is probably the least expensive and easiest way to jazz up our party rooms. Paint will help your room pop! I also love how it can make the space feel bigger and cleaner. Remember to keep colors neutral so it can work for boys or girls. Painting isn’t just a once a year thing. Do it throughout the year to make sure your rooms always look fresh.

 

Glow In the Dark

Creating party rooms that allow for glow parties are so much fun and they are a great upsell, too. Adding a few black lights, a disco ball, and glow paint to your room, along with glow decorations, will easily transform your party room. Work with Redemption Plus to get all of your fun glow items such as light up cups, forks, decorations, and more!

Chalk Board Wall

We are always looking for fun and easy ways to entertain the birthday guests during the party. A chalkboard wall is a great way to get the kids interacting and having fun. When setting up the party, write the birthday child’s name on the wall and have their friends sign their names. It makes for fun photo opportunities for everyone.

Photo Credit: Project Nursery

Framed Poster Art or Wall Decals

Take pictures of bumper cars, games, families having fun, and other activities in your center and blow them up, frame them, and hang them in your party rooms. Using great photos of your center increases brand awareness and can help give the party room life.

Balloons

Nothing says birthday party likes balloons and you don’t have to use helium! We suggest a balloon bouquet for each of your parties, but you can hang balloons from the ceiling, too! DuraBalloons are a great way to add balloons you don’t have to replace.

 Photo Credit: American Family Daily, Inc.

Music

Everyone loves music! Equip your rooms with a mp3/iPod docking station, a cd player, or Bluetooth speakers. Have pre-approved music for party hosts to use during their parties. Step up your game by adding TVs in each of the party rooms. You can work with Bowling Music Network to stream music videos directly in your party rooms. They take the hassle away with their KidZone and “mom approved” music.

You can see some of our ideas on our Pinterest board. Share with us your ideas to jazz up your birthday party rooms. We’d love to see what fun ideas you have!

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