On-Site Train Programs
The “People Attraction” – guest service to meaningful experience.
Change the way you do business by using your greatest asset, your employee team’s personality. Differentiate and dominate your competition with something others can’t duplicate, the energy, enthusiasm, personality and great choices made with each and every guest interaction. Service basics are a start, but you will blend with the expected and the average, where price and location are the only competitive difference. To inspire new customers and generate more return visits, you’ll need to elevate the intangible value of your business, by creating memorable moments, where interactive connections made by humans, are exchanged throughout the visit.
Learn why the customer service strategies popularized in the 80’s and 90’s are outdated and no longer effective. New strategies combine the visit (entry to exit), digital services and service challenges all together, each equally important. Modernize a new customer experience using a “customer journey map” (CJM), a step by step service blueprint of the customer’s journey from the moment they initiate the interaction with your business to the ongoing relationship you should be enticing them to return with. It’s a customer-centric view of your service delivery, designed solely from the viewpoint of the guest and it’s how to become an experience destination.
Remarkable & Profitable Parties and Group Events
Birthday Party and group event programs continue to play a major role in the success of all family oriented businesses. Why are party programs booming for some family oriented businesses and yet others are stuck in the same place they’ve been for years? Let’s take a fresh look back at what we have learned that works, what’s not working and why. Then challenge yourself to break out of the limiting beliefs and stale concepts that have kept you the same for years and evolve! We’ll start with the foundation of understanding the party consumer. Then look back and see what history teaches us what not to do and understand why. You’ll get specific tools to evolve your concept, become unique and capable of mass customizing. You’ll learn a simplified, low cost party/group marketing strategy, adding outstanding service and little extra in the party room. See how simple and inexpensive it really is to produce parties and group events at higher levels of satisfaction and profit, no matter how large or small, multi attraction or neighborhood entity. In today’s marketplace you’ll need to evolve, change and offer a variety of new options to continue growing.
Striking Parties – The Evolution of the Bowling Party & Group Event
It’s not just about the bowling any longer. It’s what happens at the party or event while you are bowling, that moves your business up the economic ladder. As the new generation of bowling center emerges, a singular bowling attraction, along with food and beverage once the standard is now becoming a stale commodity in the mind of the consumer. Similar to evolution of customer service, it’s expected and no longer a sustainable reason for consumers to choose you as the place they want to spend their time and money. When your concept is stale your market shrinks for those who are attracted by the tangible attraction, your low “not so profitable” price or your location. If bowling is not their favorite pastime, they’ll choose one of the many other options available. Now more than ever, your parties and events must be unique if you want to be the celebration option of choice. You must eliminate frustration, while creating intangible, emotional value, if you want them to tell your story, as well as come back for more. The alternative, stay a commodity, get lost in the second tier of the decision making process or be the lowest price, lowest profit option, while doing the same amount of work. “IT’S ABOUT THE WAY YOU DO BUSINESS” in today’s competitive market that will take you to the top and keep you there.
Personality – Finding, Hiring, Training and Keeping them
Identify potential team members and the role that best fits their personality temperament.
They’re out there. Young people with great smiles, energy, enthusiasm and a “Can do” attitude, which will set your party facility apart from all the copy-cat concepts you currently, compete with. The challenge, they don’t know you are looking for them or you don’t know where to find them. You’ll learn a proven system and everything needed to become the talk of the town, as the place that has those great party hosts and top of mind as the place to go for a memorable party.
Crucial to experiential businesses are the individuals who orchestrate the services you provide every day. Your front line employee is the single most important element in determining guest satisfaction, value and the desire to return for another visit.
The Results: Guests are “wowed” when they perceive energy, enthusiasm, fun and unexpected entertainment value from every interaction throughout their visit. This directly impacts your party program’s image and reputation. It cements your concept as the number one choice for parties / group events and becomes a major competitive advantage. When people experience “Wow” they’ll come back more often and go out and tell others about their experience. This will have the greatest impact on your bottom line.
Marketing and Selling Parties and Group Events
“POP” Goes Your Marketing Message – A successful birthday or group event program involves learning the fundamentals of marketing and then adding the expertise to make it work. The first step, develop a “Unique selling position” with an impossible promise and tell everyone about it. Step two, create a better …best package, that’s loaded with intangible value and priced for profit. Step three; incorporate a systematic approach to booking, scheduling and up-selling party and event options. Develop fun and creative collateral materials and a distribution method that will get a desirable return, without wasting advertising budget by marketing to those who do not have a current need. Install a simple group sales system that maintains accountability and is based on relationship selling with ongoing communication that works for long term success.
Party & Event Front Line Team Training
This four hour, evening training is for your front line party and events team. The most powerful “unique” competitive party and group event strategy embodies the way you do business. It’s your Host, Coach, Hero, Captain or whatever you call them that make each party or event different and unique. Tangible attractions, no matter how high tech, innovative or grand, will always be one dimensional. Even game oriented attractions, such as mini golf, bowling, laser tag, paintball or sport games offer some interaction, but need to be organized and facilitated by someone to keep it fresh and unique each and every time. Leaving it up to chance that the birthday child will be the center of attention, while hoping parents walk away “wowed”, leaves your program thrashing in the sea of mediocrity. It’s your responsibility as the owner or manager of your group programs to give your front line the tools to succeed. This workshop does just that. It gives your party / events team a new understanding of what, how and why parties and group events are much more than just the play attractions. It’s the why “they” are the single most important ingredient to the unique way you do business. They will walk away with specific concepts and tools to understand, create and implement a fresh new human energy into your parties and events.