The pandemic is in the rear view mirror and centers are cruising on the road to recovery with exciting findings. Bowling is back, and stronger than ever. Some centers are reporting record breaking numbers while others are sharing that business is getting better each day. All of this, with, in most cases, fewer employees. However, one of the MOST EXCITING discoveries is that centers are enjoying brand new faces to their facilities. Society has been stuck in homes for so long and with the positive light that has been shined on the bowling entertainment industry, people are stopping in to see what it’s all about.
This is the opportunity to put your best foot forward and show these new customers a memorable experience so they stay longer and return more often…nurture the relationship and enjoy them as loyal customers for years to come.
Today, every customer should be being treated as if they were the most important customer of all. The goal is to have every single customer transformed into a loyal customer and enjoy the benefits of watching center revenue continue to climb for months to come. So how do you ensure your customers develop into your loyal fans?
Cultivating customer loyalty means customers will give you one chance to capture their business. You must understand and learn who your customers are and exactly what their needs are. This awareness helps identify pain points and enhance the services to provide exactly what the customer wants and needs. By creating a brand and experience the customers want to support, you’re turning them into your biggest and most loyal fans. These loyal customers generate a unique kind of marketing, by telling their friends about the center with enthusiasm and drive potential customers your way.
So what do you need to do to turn these brand new faces into raving fans? Start by creating raving fans from the staff. Make sure your team is in love with your center, service and brand as a whole. Find ways to actively show them they are important. Does the center have a culture where the staff feels valued and excited? You can start establishing this type of culture by making sure you are paying the staff fairly. Take time to offer additional perks and honor the successes and victories. Work to facilitate teamwork and lead by example. Don’t be afraid to roll your sleeves up and work beside them when the going gets tough. Seeking input from the staff and listening intently when they respond should be routine. Treat staff respectfully and make sure they always know how much they are appreciated and how much their ideas and contributions are valued. Engaged and happy employees provide more effective customer service, which boosts customer loyalty and retention.
Recognizing your customer’s needs is important so you can continue fulfilling those needs and keep them coming back. Who are they? What do they need in their lives? From both your staff and the center? Before you can deliver the experience they want, you must first know what it is!
Build customer loyalty by providing real value to them and their lifestyle. This all goes back to knowing your customer. What things are important to them? Value can come in many forms. From offering an amazing experience for a reasonable amount of money to offering the convenience of placing orders on the lanes to avoid leaving children in the bowling area unattended and keeping your customers values in mind will go a long way in establishing long-lasting retention and loyalty.
For long lasting customer loyalty, continually evolve and enhance the customer experience. Anticipate your customer’s needs before they emerge. Quicker check-in important to the customer? Might be time to check out a Kiosk. New customers more interested in drinking and having fun than seeing who can score the highest? Perhaps a look at HyperBowling is in your future.
Recognize ways in which you can continue to adapt the experience the center offers and align it with the current and future needs of the customers, both old and new, to continue growing loyal customers and enjoy a thriving center for years to come.
Want to show your appreciation to first time guests? Personally thank them for stopping in and provide them a voucher for 15 complimentary minutes of additional bowling. Download customizable voucher here.