Staff at Valencia Laser Blast were taught to be attentive. Treat people as individuals and go above and beyond what customers were expecting. As part of their continuing education in genuine customer service, they were also taught how and when to say “no” to customers when it was appropriate.
The laser tag wars that people paid for (laser tag itself) went on inside the arena. But there were also wars happening on a routine basis, just outside the arena. Entitled parents, insisting things be done in their own way, regardless of how other guests were affected.
On typical weekends at Valencia Laser Blast, we were filled with birthday parties. People were either in laser tag, their party room enjoying pizza or the birthday cake, or in the arcade. Most of the kids were having fun and a pleasure to be around. Same goes for most of the parents.
But we all know, “Karens” do exist, both male and female.
Valencia Laser Blast was known for unique and exciting laser tag along with genuine customer service. Staff were trained to be truly helpful with extra attention reserved for the birthday child.
For laser tag I insisted on a thorough briefing showing slides of the arena before everyone’s first game. This way players could take advantage of all the targets, mines, and special effects the arena had to offer. It ensured a better playing experience, while serving to get players excited and ready to go.
Our customer service standards dictated that all questions were answered thoroughly. And for party briefings, our staff made a point of talking directly (and by name) to the birthday boy or girl, several times during the orientation.
The person who did the briefing would referee that game. Their job was to ensure good game flow and most importantly ensure everyone’s safety. Referees were active and vigilant in no uncertain terms. Once I happened to step into a game and found a ref texting on his cell phone. Hardly, genuine customer service? I fired him later that day.
Even though our safety record was stellar, and players drove up to Valencia Laser Blast from all over L.A.. For the entire time we were open, we had to deal with over-protective parents insisting on their own private game. Or a game excluding certain other people, no matter how busy we were. Some were adamant about being allowed to follow their kids around the arena, which obviously, was not viable. It would’ve led to all kinds of stops and tense situations. So, we worked out a small viewing area for 3-4 parents, if they promised to remain there and not follow their kids.
I remember well a mom, on a typically busy Saturday, insisting that her 11-year-old birthday girl and friends be allowed to play alone. It was obvious that we were jammed. Meanwhile, other parties were already seated in the briefing room along with her kids. But she was dead-set and refused to move from the briefing room entrance. Fortunately, I had met her husband, a local contractor, when they did some work on my house. I assured him his daughter would be safe, and further that there was no way to grant what his wife was asking.
His daughter and friends went ahead and played with the other groups, had a great time. But his wife never talked to me again.
On more than one occasion, a disgruntled good-ole-boy got in my face demanding I not allow an existing group to play along with his kids. And each time, I explained that private games are possible for an extra charge (see our website) but never on weekends during parties.
Once a middle-aged mom, shaking, approached me, “Do you see that boy over there?” I did. He called my son a PUSSY! I am livid!” I had to take a step back to realize she was actually serious. No doubt boys would sometimes call each other names in the arena. And maybe she should teach her son to stand up for himself, I thought. I refused though, to throw out the other boys as she was requesting. But did agree to talk with them, walking a fine line not to anger their own parents, who resented the fact that I may’ve been mildly reprimanding their kids.
On the other hand, we always went out of our way to ensure people had a great time. Our staff knew to be particularly attentive to the birthday kid’s mom, as she was likely to be nervous and fretting about everyone having fun. Staff also knew to spend extra time with the birthday kids to help make their day special.
Once we were asked if we could have a dad-daughter dance for a PTA event. We didn’t really have the room, but we arranged it anyway, outside with the agreement of the adjacent restaurants. It was a great success.
For dad-son and dad-daughter school events we knew the dads would love a chance to play a game themselves without the kids, so we went out of our way to make it happen. And the dads were always surprised and appreciative.
For the super-competitive customers, we arranged a yearly tournament where they could play as hard and seriously as they wanted with like-minded players. These tournaments were always a blast.
For us, family entertainment center customer service, genuine customer service was a mission. I wanted people to be well-taken care of for their entire stay. If an arcade game malfunctioned, you would never be blown off by disinterested staff. You’d get your tokens back immediately, and if possible, the game would be fixed right then and there. If not then, within a day or two. If your laser tag gun went down, you’d get a free game, sometimes a free game for your entire group.
Part of our customer service mindset was to have all equipment working well…always!
When I look back on all the fun we had, the terrific people we met, and how integral we became to the community, I attribute it to never lessening our customer service standards. We were resolute to ensure our guests had a great time. That included not allowing selfish people to get in the way of that. Our employees were more than on board with this. Although trained to go out of their way, they knew ownership had their back when they were being bullied, and had to respectfully say, “No”. This helped create a relaxed and happy staff which in turn made genuine customer service and management of our “Laser Tag Wars” much easier for them to carry out.
Rick Grassi
The Little Customer Service Book
A Common Sense Guide to Helping People
RECOMMENDED LINKS
https://thelittlecustomerservicebook.com/2023/06/17/warmth-in-customer-service/
