Plussing the Guest Experience: Turning Ordinary Moments into Extraordinary Memories
In the world of entertainment and hospitality, it’s not enough to simply deliver a great experience, guests today expect something extraordinary. That’s where the concept of plussing comes in.
“Plussing” means taking something you already do well and enhancing it with small, thoughtful touches that elevate the entire experience. The term was coined by Walt Disney, whose philosophy of continuous improvement shaped everything from his theme parks to his films. Disney believed that there was always a way to make something just a little bit better, and that mindset remains a cornerstone of exceptional guest service today.
The Power of the Unexpected
Think about staying at a hotel that not only provides clean towels, but folds them into the shape of a duck. Or visiting a restaurant that surprises guests with a complimentary dessert for an anniversary. These moments create joy because they’re unexpected and they go beyond the transaction to create emotional connection.
That same philosophy applies perfectly to bowling and family entertainment centers. Guests might come for the bowling, food, or arcade, but they’ll return for how they felt while they were there. When you “plus” the experience, you transform good service into unforgettable memories that build loyalty and word of mouth buzz.
Simple Ways to Plus the Experience
Plussing doesn’t require major investments or overhauls just creativity, effort, and attention to detail. Start by brainstorming with your team. Ask: What do we already do well? And how can we make it even better?
For example:
- Birthday Parties: Add a personalized welcome sign at the entrance or display the guest of honor’s name and photo on the scoring screens. Small details make guests feel seen and celebrated.
- Group Events: Create photo opportunities with props or custom signs guests can post to social media. A memorable moment for them becomes free marketing for you.
- Everyday Guests: Add “chance games” or spontaneous prize drawings during open play. Some scoring systems even allow for random on-screen games that surprise players with instant rewards which is a simple way to inject excitement and fun.
Plussing Beyond the Event
The guest experience doesn’t end when they walk out the door. One of the most powerful ways to plus an experience happens after the visit. Sending a heartfelt, handwritten thank you note for example leaves a lasting impression in a world dominated by automated emails. Include a small touch like a coffee shop gift card or coupon for their next visit to show genuine appreciation.
Guests remember how you made them feel, and small gestures like these turn customers into advocates.
Make It Personal
Another easy but impactful way to plus the experience is through genuine connection. Learn your regular guests’ names, remember their drink orders, or ask how their kids game went last weekend. Even something as simple as complimenting someone’s shoes when they walk in can brighten their day.
These personal touches show that your team isn’t just doing a job it shows that they care. That care builds emotional loyalty that no discount or promotion can replace.
Always Strive for “Better”
Plussing isn’t just about fancy add-ons, it’s a mindset of continuous improvement. Look at every area of your business from the cleanliness of your restrooms to the friendliness of your staff greetings. Ask, How can we make this better?
Maybe your restrooms are already spotless. How about adding a pleasant signature scent? Maybe your staff already greets guests warmly. Can they add one extra touch like a genuine compliment or high energy welcome?
Every detail matters. And every improvement adds up to an experience guests won’t forget.
The Payoff of Plussing
When you focus on plussing, you build stronger relationships with guests, inspire positive reviews, and create the kind of word of mouth marketing that money can’t buy. As Walt Disney proved and modern innovators like Jesse Cole of the Savannah Bananas continue to show when you continuously find ways to delight your audience, you create magic that lasts far beyond the moment.
So, take a fresh look at your business. Identify what you already do well then plus it. Because great service gets people in the door, but a plussed experience keeps them coming back for more.
