Operations

Maximizing Your Redemption Business: Insights from Industry Experts on Cranes and Merchandisers

Redemption Plus — Thu, 31 Oct 2024 16:00:00 +0000

Maximizing Your Redemption Business: Insights from Industry Experts on Cranes and Merchandisers Redemption Plus Thu, 10/31/2024 - 12:00

Maximizing your redemption business goes beyond just focusing on the redemption center itself. Cranes and other merchandising games play a significant role in your business's success. Megan Burtch, a merchandising expert from Redemption Plus, sits down with other industry experts to discuss creative and modern strategies for keeping these games popular and ensuring customers return to your center.Click below to watch the interview, which covers topics like theming, pricing strategies, performance tracking, and more!

Operations

The Art of Arcade Success: The Essential Mix of Coin Pusher Games

LAI Games — Thu, 01 Aug 2024 16:00:00 +0000

The Art of Arcade Success: The Essential Mix of Coin Pusher Games LAI Games Thu, 08/01/2024 - 12:00

In the world of arcade gaming, coin pushers stand out as a cornerstone of the entertainment experience. These machines not only offer a timeless appeal but also present arcade owners with a lucrative revenue stream. However, the key to unlocking their full potential lies in curating a diverse and engaging selection. Here are some reasons why an attractive mix of pushers is so important.

High Earning Potential

One cannot overlook the high earning potential of coin pusher games. These machines are not just games; they're investments. Coin pushers possess high earning potential in arcades due to their unique blend of simplicity, addictiveness, and visual appeal. The straightforward yet engaging gameplay, where players drop coins in an attempt to push more coins or prizes off a moving platform, creates a compelling loop of anticipation and reward. This simplicity encourages repeat plays, as the cost of entry is typically low, but the potential for reward, whether in the form of more coins, tickets, or physical prizes, feels within reach. Moreover, the visual and auditory feedback from the machines, with flashing lights and the sound of falling coins, not only attracts attention but also stimulates the senses, creating a positive reinforcement loop that encourages players to continue investing time and money.

Popularity Among Players

The appeal of coin pusher games is universal, resonating with a wide demographic. From young children mesmerized by the cascade of falling coins to adults nostalgic for a piece of their childhood, these games have a unique way of pulling people in. These machines require minimal instruction for new players, making them accessible to a wide audience, including families, children, and seasoned gamers alike. Games such as Cosmic Tower bring excitement to all ages as guests attempt to climb a “fireball” to the top of the rotating tower and win the Super Bonus tickets. With unique games like Dragon's Bane, coins are only the beginning of the fun, with each coin shot into a moving target resulting in action on the video screen. This universal appeal is crucial for keeping the floor busy and the machines humming.

The Thrill of Earning Tickets

Pusher style arcade games are at the heart of the ticket redemption model, offering players the tangible excitement of earning tickets. Compelling game play, combined with the allure of a well-stocked redemption counter or room forms a powerful feedback loop. It not only drives player engagement through immediate rewards but also fosters a deeper connection with the arcade, encouraging repeat visits and prolonged play. This dynamic ultimately contributes to the arcade's bottom line, making pusher games and an attractive redemption area key components of a successful arcade business model.

A Diverse Selection for Continuous Engagement

Their ability to draw players in and keep them engaged for longer periods translates directly into higher earnings. The secret sauce? A captivating mix of gameplay mechanics, themes, and rewards. A wide variety of technologies exist now that take the games beyond coins and bring a welcome variety to the category, including marbles, chips, balls, and video screens.

Each game brings its own flavor and style of play. For example, LAI Games’ Pearl Fishery dives deep into strategic play with its multi-level pushing mechanism, offering a different pace and style of engagement compared to the excitement of building (then crashing) towers of coins in Angry Birds Coin Crash. This variety not only caters to different preferences but also encourages players to move from one game to another, maximizing their time (and spending) at your venue.

The Secret to a Successful Arcade

The inclusion of iconic and innovative coin pushers is not just about adding machines; it's about creating experiences. These games offer more than just the chance to win; they provide stories, adventures, and a shared space for excitement and joy. The success of an arcade hinges on its ability to deliver these experiences, making a well-curated selection of coin pushers an indispensable part of the equation.

In conclusion, the importance of having a good mix of coin-pusher arcade games cannot be overstated. By choosing a range that combines high earning potential, popularity among various demographics, the thrill of ticket redemption, and a diverse selection, your arcade can ensure its appeal and profitability. So, whether you’re looking to enhance your current lineup or starting fresh, remember the power of a well-chosen array of coin pushers in captivating hearts and wallets alike.

Operations

Customer Service in Redemption

Redemption Plus — Thu, 01 Aug 2024 16:00:00 +0000

Customer Service in Redemption

The Redemption Counter is the last place your guests are going to visit before leaving your building, so it is very important to give them a great customer experience before they leave. This will increase the likelihood that they will return to your facility and enjoy that same customer experience again. Let’s talk about some customer service basics, the shopping experience for your guests, staff communication, and tough interactions.

Redemption Plus Thu, 08/01/2024 - 12:00

The first thing to think about is the overall look and feel of the redemption center.

Your guests have taken their time and spent their money to come to your facility, you want them to feel like it is worth it. This starts with a neat, clean, and well-stocked redemption room or counter.

Keep your displays full of prizes in a variety of ticket values so that all guests have a chance to take home something they like. Regularly rotate prizes so that repeat visitors have something new to look forward to. We recommend following what we call the 80/20 rule. Keep about 80% of your assortment to tried and true standard products that do well in your center. The other 20% can be swapped in and out as the seasons change, new and trendy options become available, new movies come out, or to your customers’ requests.

There are many times your return customers will tell you what they are looking for, having those items will only increase your perceived value. An empty or picked-over selection can make your guests regret the investment they put into visiting you.

The next thing to think about for your redemption space is your staff.

You want the best, brightest, most charismatic staff members guiding the last touchpoint of your guest’s visit. At this point, most groups have been in your facility for a couple of hours, so you want the experience in the redemption space to be fast and enjoyable. Interactions with guests should be polite, include casual banter, and make sure they’re having a good time.

In conversations with guests, your tone is very important, speak loudly, clearly, and confidently. Avoid mumbling and pay attention to your cadence - speaking too fast can confuse and too slow can frustrate the guest. But part of all guest interactions is non-verbal. Body language is key- avoid sitting on the counter, slouching, slumping over, crossing your arms, checking your phone or watch, or scanning the room during an exchange. Instead, turn your head and torso to face your guest directly, smile and make eye contact. Leaning forward or nodding can show you’re engaged and make your guest feel comfortable.

For many of your younger guests this is their very first shopping experience with a currency they have earned so anything you can do to make them feel happy and at ease will quicken their decision-making and leave them with a positive experience. Your team needs to educate themselves on the products, what is trending, and how to help guide kids through their choices.

Redemption attendants must have a good grasp of the products available and their ticket prices. If a guest has 50 tickets and you show them prizes that are all 200 tickets, they can get upset and irritated.

Point them in the right direction and show them the choices they have available. Saying things like “That’s one of our most popular items” or “This one is my favorite too!” can help them feel good about what they’ve chosen.

Inevitably you will encounter dissatisfied or upset guests.

You’ll want to do your best to turn the situation around before they leave and never come back or leave a nasty review online. Studies show that one negative review can turn away 30 potential guests. So, what do you do in these situations? First, stay calm, take deep breaths, and maintain eye contact.

Try to remember that the customer isn’t mad at you, they’re frustrated with the situation and you’re the person they’re venting to. Please don’t get defensive or take it personally. They’re upset and want to be heard, so let them speak and listen to what they have to say.

Let them know that you’re listening by using phrases like “I see” or “of course” and acknowledge their feelings and emotions before jumping straight into problem-solving.

It can be as simple as saying “I understand” or “You’re right.” Do not use negative language like “actually” or “unfortunately,” use positive words like “absolutely” or “definitely.” Restate what the customer has said, to let them know that you are paying attention and are interested in helping them resolve their issue.

Walking them through each resolution step shows them that you’re doing everything you can to help. Thank them for bringing the issue to your attention and for their patience while you solve their problem. Ensuring that your Redemption space is full, your guests are happy, and having a good time will only enhance their experience and keep them coming back.

Operations

Business Lessons Learned From The Pickleball Court

Forbes Magazine — Mon, 03 Jun 2024 16:00:00 +0000

Business Lessons Learned From The Pickleball Court Forbes Magazine Mon, 06/03/2024 - 12:00

There’s a new game in town called pickleball. It’s a fun sport and a great way to learn business lessons.

Here are some of the many business lessons I learned on the pickleball court.

Keep your eye on the ball. Pickleball is a fast-paced game that requires focus. If you take your eyes off the ball, all bets are off. The same holds true for work. Most people are working at lightning speed to complete all the tasks on their plates. To succeed in this environment, you must remain focused on what’s in front of you and block out all distractions.

You’re only as good as your team. I’ve played many a game of pickleball where we should have won had it not been for my teammate and vice-versa. You see, you can’t win this game alone unless you’re playing singles, which most recreational players don’t seem to do. When you’re playing with a weaker player, you must compensate.

The same thing happens in business. If you’ve got a team member who is weaker than you, you’ll need to compensate for them until they master the skills required to be proficient. This may require a bit of coaching from you (and a lot of patience) as they look to up their game.

Never judge a contender by their looks. Many a pickleball game has been lost because a player made assumptions about the ability of a competitor based on their looks. My partner and I have been decimated on the courts by people twenty years our senior, a gentleman with an artificial leg, and a person who played in a wheelchair.

I see the same kind of biases playing out in the workplace. Older workers look at younger workers and assume they don’t have the experience to perform flawlessly. Younger workers believe seasoned workers are well past their prime. And, of course, there are biases that occur when people think women aren’t up to a task that may have been best done by men in the past.

We need to put these assumptions aside and play nicely together. Everyone deserves a fair chance to prove themselves.

Some people will do whatever it takes to win at all costs. I played in my first pickleball tournament this week at Fenway Park. I was excited to compete until I discovered that a member of the opposite team was playing below their level. We got creamed.

We weren’t surprised that this couple took first place in our age group and skill category. The lesson here is that not everyone plays fair. This team should have been playing in a more skilled bracket, but if they did, they might not have won.

Was I angry that this team played the system? Absolutely! Then I realized that this sort of thing happens frequently, and I needed to toughen up my mindset.

In your career, you’ll meet many people who break the rules. They will do whatever it takes to win, even if that means trampling over you. Don’t give these people a second thought. Play your own game—the game that allows you to look in the mirror every day and know you haven’t run over anyone to get where you are today.

Operations

The Bowling Alley Business in 2024

US Bowling — Mon, 03 Jun 2024 16:00:00 +0000

The Bowling Alley Business in 2024 US Bowling Mon, 06/03/2024 - 12:00

Striking Success Amidst Evolving Trends

In 2024, the business of bowling continues to roll forward, adapting to changing demographics, technology advancements, and shifting consumer preferences. What was once a quintessential pastime of the 20th century has transformed into a modern entertainment hub, offering a diverse range of experiences beyond the traditional game. Let’s delve into the dynamics shaping the bowling alley business landscape in 2024.

1. Technology Integration

One of the most noticeable changes in bowling alleys today is the integration of technology. From automated scoring systems to interactive screens and augmented reality experiences, technology has enhanced the overall bowling experience. In 2024, patrons can expect state-of-the-art lanes equipped with advanced sensors for accurate scoring and real-time feedback. Augmented reality overlays add layers of excitement, turning a simple game of bowling into a captivating digital adventure.

2. Diversification of Offerings

Bowling alleys are no longer just about knocking down pins. Today, they offer a plethora of entertainment options to cater to a diverse audience. Laser tag arenas, arcade games, virtual reality zones, and upscale dining establishments have become staple additions to modern bowling centers. These diversified offerings attract not only avid bowlers but also families, corporate groups, and social gatherings, ensuring a steady stream of revenue throughout the year.

3. Emphasis on Experience

In the competitive landscape of entertainment, providing a memorable experience is paramount. Bowling alleys in 2024 focus not only on the game itself but on creating an immersive atmosphere that keeps customers coming back for more. From themed nights and live music performances to glow-in-the-dark bowling events, there’s always something new and exciting happening at bowling alleys. Additionally, personalized customer service and attention to detail further elevate the overall experience, fostering a sense of loyalty among patrons.

4. Catering to Millennials and Gen Z

To remain relevant, bowling alleys have had to appeal to younger demographics, particularly Millennials and Gen Z. These generations prioritize experiences over possessions and seek out venues that offer social engagement and Instagram-worthy moments. Bowling alleys have responded by incorporating trendy aesthetics, social media-friendly spaces, and customizable experiences that resonate with younger audiences. Additionally, many bowling centers have embraced sustainability initiatives, appealing to environmentally-conscious consumers.

5. Community Engagement

Beyond entertainment, bowling alleys have become integral parts of their communities. In 2024, many establishments actively engage with local schools, charities, and organizations to host fundraising events, youth leagues, and community outreach programs. By fostering a sense of belonging and giving back to the community, bowling alleys not only attract loyal customers but also contribute to the social fabric of their neighborhoods.

6. Corporate Partnerships and Events

Corporate events and team-building activities represent a lucrative market for bowling alleys. In 2024, businesses are increasingly turning to bowling centers to host company outings, team-building exercises, and corporate parties. Bowling alleys offer customizable packages tailored to the needs of corporate clients, including exclusive lane reservations, catering services, and branded merchandise. These partnerships not only generate revenue but also help bowling alleys establish long-term relationships with corporate clients.

7. Adaptation to Market Trends

The business of bowling continues to evolve, with industry players closely monitoring market trends and consumer preferences. Whether it’s introducing innovative technologies, launching themed events, or revamping menu offerings, bowling alleys remain agile in response to changing demands. By staying ahead of the curve and embracing innovation, bowling centers ensure their relevance in an ever-changing entertainment landscape.

The business of bowling in 2024 thrives on innovation, diversification, and a relentless focus on delivering exceptional experiences. With technology integration, diversified offerings, and a strong emphasis on community engagement, bowling alleys have successfully adapted to the evolving needs of consumers. As they continue to evolve and innovate, bowling alleys are poised to remain a beloved destination for entertainment and social gatherings for years to come.

Operations

Upgrades That Deliver

Ryan Vasko — Fri, 17 May 2024 16:00:00 +0000

Upgrades That Deliver

From Social Media Buzz to Gamified Fun, Elevating Experiences with Trendsetting Upgrades

Ryan Vasko Fri, 05/17/2024 - 12:00

The thing about progress is it's always progressing. Our job is to keep up. Technology advances and enters the market at lightning speed, and today's consumers expect the businesses they frequent to be players in that game. With consumers having access to many entertainment options at home and other location-based entertainment facilities, offering an outdated experience risks losing relevance and, subsequently, customers.

Experiences Sell!

Welcome to the experience economy, where memories are the currency of choice. Especially for Millennials, who currently comprise America's largest generation and heads of household. A 2023 survey conducted by Harris and Eventbrite found that 78% of Millennials prefer experiences over products. And for these consumers, if it's worth doing, it's worth posting about – but more on that later.

Whether incorporating cutting-edge technology, revamping attractions, upping your customer service game, or enhancing existing amenities, improving the experience for guests while streamlining operations is a smart business approach.

Let's look at a few innovative products making waves in the bowling entertainment arena because they deliver what guests want — a unique and exhilarating experience. Think of something like Neoverse, the new vivid, multisensory experience offered by QubicaAMF. It's a fully overhauled environment that uses sights, sounds, and sensations, anchored by a center-wide LED wall and smartly integrated systems for a captivating trip your guests will want to come back for. Or consider what Brunswick has brought to its partners with its immersive Spark bowling system: a mesmerizing, augmented reality approach that brings animations, ball-trail effects, user photos, and fan-loved IP to your lanes. It provides a unique visit with new surprises whenever the guest returns.

But upgrading isn't just about flashy gadgets. Your staff can make or break the experience. A positive interaction can spark a 5-star review, while a negative one might become an online saga. The good news? Training your team has never been easier, thanks to online coaching and programs tailored to the industry. Whether you're looking to grow a positive company culture to retain more staff or educate your employees on insurance, redemption, marketing, and more topics, it's all conveniently available online to you and your staff. It can have a significant impact on guest satisfaction.

Where Should You Start?

Upgrading means different strokes for different folks. The right upgrades are the ones that fit your specific needs and keep you at the forefront of change. They not only pay big dividends, but they can also change people's perspective of your center. As customer interests and wants constantly evolve, progressive operators will benefit from keeping their eyes on trends that will keep guests coming through their doors repeatedly while spending more and more.

Embracing Technology

The most direct way to modernize your business is to invest in technology that elevates you into the sort of current-day enterprise that customers expect to find everywhere, from fast food restaurants to airport check-ins. These can be dramatic, complete overhauls or more targeted, specific approaches that better cater to your available space and budget.

Streamlining ways to make doing business with you easiest is a surefire way to make guests happier while adding more to your bank account. From offering online reservations to ordering and payment options, you'll drive more to the bottom line without additional labor. Today's guests appreciate being in control of their experience; from booking to payment to ordering onsite, the world revolves around self-sufficiency.

Captivating Younger Crowds

But it's not just about tech—it's about creating moments worth sharing. Creating moments worthy of social media posts is a big driver for guest engagement. Even a tiny, forgotten space in your center can be retrofitted into a photo op. Bars, in particular, have learned in recent years that a few pieces of unique, contemporary furniture or a neon sign message to pose with can be a draw solely for social clout. It may not seem like much, but if you get enough traction online, you'll be surprised how many people will come in to snap a picture with their friends on a chaise under a neon sign.

Social listening sites have also noted the rise of themed parties in the younger Millennial and Gen Z crowds. Western Goth, Coastal Grandma, Garden Disco, the Masters Golf Tournament—all of these and more have trended recently on X, Instagram, and elsewhere as go-to party themes for these demographics. And for people who don't have the space or ability to throw the event themselves, your center could serve as host.

Gamify Everything!

If you're looking for something a bit more out of the box, the best upgrades might be the ones that bring competitive social play to just about anything you offer. From pinball tournaments to watch parties, turn every moment into a chance to compete and connect. Because in the age of endless options, experiences leave a lasting impression. Centers around the country are having success with competitive special events surrounding billiards, shuffleboard, trivia, cornhole, pinball, darts, horseshoes, giant Jenga, and more, drawing crowds of varying ages. Whatever you can do to expand your definition of being an entertainment center only adds new dimensions to your identity and creates opportunities to establish new loyal, regular customers.

Eyes Forward

In the world of entertainment, standing still isn't an option. Keep evolving, keep learning, and keep delighting your guests. From tech upgrades to creative staffing solutions, the only limit is your imagination.

IBI connected with the industry's trailblazers to discover the latest innovations revolutionizing guest experiences and operational efficiency. Dive into the following pages for inspiration and learn how to transform your center into the ultimate entertainment destination in town.

Operations

Leverage Your Staff’s Special Skills

Creative Works — Wed, 01 May 2024 16:00:00 +0000

Leverage Your Staff’s Special Skills

Russ Van Natta from Creative Works interviews Scott Logan from Grand Station Entertainment about how to leverage your staff’s special skills. Scott discusses innovative approaches such as 3D printing to improve arcade layout, streamline processes, and how to craft memorable experiences.

Creative Works Wed, 05/01/2024 - 12:00

Operations

Wait…I’m in retail??? The Importance of Well-Merchandised Redemption Experience

Betson Enterprises — Mon, 01 Apr 2024 16:00:00 +0000

Wait…I’m in retail??? The Importance of Well-Merchandised Redemption Experience Betson Enterprises Mon, 04/01/2024 - 12:00

When creating a memorable arcade experience within a bowling center, one crucial element often overlooked is the redemption counter or store. Positioned as the last stop before leaving the building, a well-stocked, well-merchandised, and well-staffed redemption counter can elevate the experience for your guests.

Appeal to Your Target Demographics:
Curating a Customized Redemption Experience

Understanding the target demographics of your bowling center arcade is vital to curating a redemption experience that appeals to your customer base. By analyzing your clientele’s age groups and preferences, you can stock your redemption with items that cater to their interests. For instance, if families with young children frequent your establishment, consider including various toys, plushies, and small games (don’t forget about the sweet stuff!). Offering trendy gadgets, electronics, or even gaming accessories can be a hit for teenagers and young adults. It’s always a good idea to start paying attention to TV ads and Big Box store catalogs to gauge the next hot items for different seasons of the year.

From Playful to Sophisticated:
Offering a Range of Prizes for All Ages

While younger children may be drawn to colorful and playful items, older customers might appreciate more sophisticated options. Including a range of prizes, such as high-quality headphones, sports memorabilia, logo basketballs, drones, or even gift cards to popular stores or restaurants, can cater to a broader audience and ensure everyone finds something appealing.

Streamline Operations and Boost Staff Engagement with a Combined Redemption and Shoe Counter

Consider combining the redemption experience with the front shoe counter to streamline operations and boost staff engagement. This integration saves labor and ensures that staff members actively engage with customers throughout their visit. Customers can conveniently handle all their needs in one place by having a single contact point for shoe rentals and redemption prizes, enhancing their overall experience.

Guest Experience Check: Creating an Engaging and Efficient Redemption Area

If a counter or store experience is in your plan or you already have one, examine the guest experience as if you’ve never been there before. Allow yourself to be a first-time customer in your redemption area and really focus on what it feels like. Is there music playing, well-lit, and chock-full of interesting merchandise? Are the items for younger children placed in an area they can see / touch and feel? Are there items placed at eye level for adults that will pique their interest? When in your store, place some focus on the transactional nature of checking out. Ensure that your staff is fully engaged and cheerful; time how long the actual checkout takes; it could be a major blow to an otherwise great experience in the facility if the line is too long.

Drive Arcade Sales and Enhance the Venue Experience with a Well-Merchandised Redemption Counter

A well-merchandised redemption counter or store is crucial to driving arcade sales and the overall experience in your venue. It should be visually appealing and entice customers to explore the available options. Organize the prizes neatly, use attractive displays, and consider incorporating eye-catching signage to highlight special offers or new arrivals. Regularly refreshing the merchandise and introducing new items keeps the counter exciting and encourages repeat visits.

Remember, this is one of your last opportunities to WOW your guests (and the parents who pay the bill) and make it fantastic and memorable!

Operations

10 Frequently Asked Questions About Conditioning Lanes

Kegel — Thu, 01 Feb 2024 17:00:00 +0000

10 Frequently Asked Questions About Conditioning Lanes Kegel Thu, 02/01/2024 - 12:00

Before making any adjustments to the conditioner pattern, make sure that your lane machine is cleaning properly.

Question: Ball reaction is weak after a game and a half. How do I reduce my carry down?

Answer: Typically the applied oil distance forward is too far creating too much conditioner towards the end of the oil pattern. Reduce the applied distance of conditioner and add to the reverse to prevent the loss of durability.

Question: Ball reaction is strong from the beginning and does not weaken making ball reaction unpredictable. How can I tame my back ends down?

Answer: First, try lengthening the pattern, one foot at a time to the desired result. Second is to change to higher speeds earlier in the pattern to raise the level of conditioner at the end of the pattern.

Question: The pattern plays good from the beginning yet loses hold through the night. How do I increase the hold?

Answer: The applied conditioner on the reverse is what creates durability, this area known as the mid-lane provides direction to the breakpoint and dictates score-ability. Starting reverse oil further down the lane increases hold.

Question: My bowler's tell me "the heads dried out". How do I control early hook?

Answer: First, watch ball reaction, bowlers rarely see what they think they see. In most cases the ball actually hooks too early through the mid-lane. Poor lane surface or lack of conditioner in the lay-down area can also be a cause. In this case, slowing the travel speed in the head area on the return will increase the amount of conditioner in this area. Adding loads in Sanction Technology along with a slower machine speed will increase skid through the heads. However, many times today with the amount of conditioner being applied to the "heads", if the ball is hooking early, there are lane surface issues.

Question: If I get the ball right, it "hangs" outside, 2,8,10 city! How do I create more room right?

Answer: This is a hard one to recognize, because it has multiple and opposite causes.

Too much conditioner on the outside (ball skids too far) or in some cases not enough conditioner on the outside (ball loses energy) can cause "hang".

If the ball skids to far, reducing the length and/or volume of the applied conditioner will help.

A wet/dry condition will result in too much skid inside, giving the appearance of "hang" and a loss of energy if the ball enters the dry too early creating a weaker back-end reaction. Many times the amount of conditioner in the middle is the cause of "hang" and not the amount on the outer boards. Reducing the amount of conditioner in the middle, raising the outside, and using speeds to lower the overall height of a pattern will increase ball reaction and create more playable angles.

Adverse lane topography can affect swing. If this is the issue, reducing the outside condition will allow bowlers to play a more direct line to the pocket.

Question: The bowlers seem to move left very quickly because the track dries up. What can I do to prevent this?

Answer: The volume at the end of the pattern should be slightly more than the outside boards. Applying oil to the track on the reverse can provide more durability without greatly affecting overall ball reaction. With Sanction Technology and board-by-board capability, widening loads one board at a time to get the desired affect can provide the quickest way and retain stability.

Question: How do I determine my cleaner ratio?

Answer: The best idea is to phone the manufacturer for their recommendation. All conditioners are different and clean off the lane differently. For example, Defense lane conditioner is usually stripped at a 4 or 5 to 1 ratio, while Offense can be cleaned at 8 or 10 to 1. This is something that you can experiment with, however, it is not recommended to weaken the stripping solution throughout the entire lane to control the back-end reaction. This can cause for poor cleaning and create numerous other issues.

(Note: With the FLEX lane machine, the ability to weaken the cleaner ratio mix ONLY on the back-end is an option to control back-end ball motion. The FLEX lane machine can keep a strong cleaner mix in the front part of the lane where it is needed.)

Question: How does temperature affect my lane conditioner and lane machine?

Answer: If you are using wick machines, it is highly recommended that you store the machine and conditioner in a place where it is room temperature and will remain constant. This will prevent inconsistent flow through the wicks due to changes in viscosity. In some conditioners, a 1-degree change in temperature can affect viscosity by 2 points cps. This is important for those with Sanction Technology to control the pressure and prevent possible damage to the gauge.

Question: Separate or Simultaneous?

Answer: This is an issue related to wick machines more so than Sanction Technology. Most centers try to reduce depletion one of two ways, either running in separate mode or stopping every so many lanes and letting the machine rest. The separate mode is recommended due to the consistent time in between the oil and strip mode. While the lane is being stripped, the wicks have that time to recover and it is the same from lane to lane. A major issue in resting the machine several times across the center is that it creates a stair step effect of gradually less, than more conditioner, repeated across the lanes.

Question: How does buffer brush wear affect my condition and what should be done upon installing a new one?

Answer: The buffer is designed to taper an oil pattern based off the pattern settings and speeds. As a buffer wears the amount of conditioner at the end of a pattern gradually diminishes over time. This is usually not something bowlers notice and will not come to your attention until you are told that you do not have "three units" any longer. Simply put the brush doesn't hold the conditioner as long as when new and "dumps" it further up lane and creates a steeper taper in the pattern. When replacing the buffer after this gradual wear and even though the pattern settings are the same as when the buffer was new, the effect of a new brush will seem dramatic to the average bowler.

It is highly recommended that this be done in August so the change is not taking place mid-season. The frequency of changing the brush is affected by many factors including number of lanes, how good the lane surface is, and what type of lane surface it is. The more friction the faster the wear. Smaller centers with 24 lanes or less may see two years between buffer changes. Centers with 24 lanes and up may change the brush every year to every six months in centers with a lot of lanes.

Operations

What I wish I had known before starting my Entertainment Center

Betson Enterprises — Thu, 01 Feb 2024 05:00:00 +0000

What I wish I had known before starting my Entertainment Center Betson Enterprises Thu, 02/01/2024 - 00:00

While at a recent conference, I joined a discussion about things that many operators need help with or get wrong about running a game room. I started reminiscing about my rocky start with my own Family Entertainment Center. I could easily identify some of the biggest things I wish had been stressed to me before starting out. I was so concerned with, or maybe just enamored with, some of the more fun and exciting things about starting a business like this, such as how much money I’d be making and what kinds of fun and exciting attractions I should put in my business. I planned my pricing, packages, game/attraction mix, etc. I did, however, miss or fail to plan for several things.

The Importance of a Game Tech

A game tech was one of the biggest things I overlooked and didn’t emphasize. I can’t stress enough how important your game tech is. I have seen several locations that have opened or are operating without a game tech, and I believe it’s one of the biggest mistakes you can make. I can tell you this from experience and ignorance, as I was one of those operators who opened my center without this key player. This is like having a baseball team without a pitcher.

This job is as important or more important than ANY other position in your location. A good game tech will make you (or save you from losing) lots of money. This should be your MVP, and you should take the time to hire well in this position and pay this person well. Don’t skimp here. Don’t think you can just find someone who “likes tinkering.” Ideally, you are looking for someone who can work down at the component level of game/board repair, as someone who can troubleshoot and repair at the component level will save you lots of money.

The Myth of Brand-New Games

Myth: They are brand-new games that will likely be fine for a while. So, as a new facility, I don’t need to worry about this immediately.

Fact: Even brand-new games WILL have issues, and there is a real cost to your business per HOUR that these games are down.

Someone once told me, “Running an arcade without a game tech is like running a kitchen without a cook.” This is absolutely right! There are even courses for learning about fixing games. Not only should you send your game tech to a class like this, but you, as an owner or manager, should also attend. How can you manage or evaluate the performance of your game tech if you aren’t sure what they should be doing or if you can’t communicate with them about the essential inner workings of games? As a good manager, you should have a basic working knowledge of EVERY position in your center. You should not only be able to hop in when busy and assist a cook in running a POS, but you should also be able to perform basic repairs and troubleshooting.

Shipping Parts Smartly

Another mistake I made had to do with shipping parts. It sounds strange, but your choices here can cost you more money than you think. I hate to admit it, but it took me a couple of years to figure out that 9 out of 10 times, the cost per hour of a game that is down or not working usually costs more money than the cost of overnight parts. Ideally, you should have some spare parts on hand. Your distributor should be able to let you know what parts they would recommend keeping on hand. There are certain parts that you should ALWAYS have in stock. But, if you need to order a part for a game, you should know approximately how much that game makes on average per hour. Then, evaluate that cost per day of potential revenue losses versus the cost of overnighting or 2-day shipping. You will likely find that even though spending $100 in shipping a $13 part seems ridiculous, the $113 will be lost if your game is down for a couple of days. This was a jagged pill for me to swallow. I HATED paying so much for shipping, but once you evaluate the actual numbers, it makes total sense. Of course, you could argue that your customers will play a different game, but you don’t want out-of-order games on your game room floor, especially over a weekend when you have the most traffic.

If you give your guests the perception that “they always have broken games,” there is also a cost. After discovering this, I implemented a policy that the game room had to be 100% before the weekend. If a game couldn’t be fixed before the weekend, it needed to be removed from my game room floor. This typically motivated my game techs to get the games fixed quickly, as they are often not fun to move around. I also gave them access to my game reports so they could evaluate revenue versus shipping cost and make educated choices on shipping parts.

Speaking of game techs, when planning your center, please plan a location for your game techs to work. Often, this is overlooked. I realize that space is often a premium, but it’s so much better for a game tech to have a workbench and their own space in the back rather than trying to fix games in front of your guests. Make sure you outfit this space with tools, spare parts, a computer, and a phone. I couldn’t tell you how many locations I find the game tech in a small closet if they even have space. Often, this detail is not on the mind of the architect or designer. Looking back, I would have planned a better space for my game techs and a closer/better storage space for my back stock of redemption goods. These spaces will impact your business and are often overlooked in planning.

Knowing When to Get Rid of Games

The last thing I wish I had known before opening my business was when to eliminate games. As someone with hoarding tendencies who is also very frugal, it’s hard to convince yourself to get rid of that old game that still makes you $1,000 per year and may have no trade-in value. It doesn’t seem to make financial sense. And often, owners tend to convince themselves that more is better. But, the locations that have removed those low-earning games tend to see an overall increase in their game room revenue as a whole. I would recommend an annual conversation, at a minimum, with your distributor to discuss the earnings of your bottom 10% of games and get their recommendations. As a rule of thumb, the lifetime of a video game is only 3-6 years, and redemption is 5-8 years. Of course, some games will buck this formula, but the point is that you need to plan to switch up your game room regularly and get rid of the low earners in your game room. More is not always better.

Think about your games like a car purchase. If you purchase a car, drive it for a few years, and then trade it in a while without excessive miles, you will have a decent trade-in value that you can use toward a new car. If you are still driving your 1995 Ford Explorer with 300,000 miles on it, you likely will not get much, if any, trade-in value, as there isn’t much resale value in that car anymore. You may even have to scrap it, even though it still runs (kind of). Also, the maintenance cost is higher than the value at a certain point. The most successful arcades will trade in their games while still having a trade-in value. If you are operating these very old games…. it’s time to eliminate them. They are hurting your bottom line and making your location look outdated and old.

I hope someone out there reading this will learn from my mistakes. Hire a fantastic game tech and take good care of them. Give them the tools and space to keep your game room in working condition. Get broken games off your arcade floor. Don’t worry about the expedited shipping costs without considering and comparing them to the loss in game room revenue. Plan ahead and stock spare parts. Get rid of the low-earning games and regularly refresh your game room. Create lasting relationships with your vendors, as the good ones will support and guide you and want to see you successful.

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