Feedback is a funny thing. It’s a necessary, even critical part of growth and yet if I came to you right now and said, “hey can I give you some feedback?” you would probably lock your core faster than an MMA fighter readying for the bell to ring. It’s because you’re never sure just how painful the next words out might be. Feedback can be scary, honestly it can be downright devastating, but one thing I know for sure is that it isn’t fatal. And, without receiving, accepting and learning the lessons that feedback offers, our own performance and even our organization’s overall service experience can’t grow and improve.
Did you know that Customer Service Week is October 3-7, 2016? Watch today's video to learn how you can celebrate with your staff to make a difference for your team members and your guests.
Last week, we discussed some of the culture initiatives that we've implemented at CenterEdge, and that resulted in our newly defined core values. If you missed it, get PART ONE. Once we articulated and defined our values, we then needed to roll them out with the team. Without intention, stating your values is just a conversation - hardly a culture revolution. And it's a process that keeps evolving over time. Although there are several ways you can roll out your own values training, these are the steps we've taken to implement a culture where these values reign supreme.
Over the past six months, we have been working on strengthening our culture and teamwork at CenterEdge. We began this journey by examining our current culture, celebrating where we have been winning, and putting thought around where we need to improve. It’s been going terrific! We have completed several training initiatives for our entire team, including both technical training as well as soft skills training. And we’ve spent more time listening to our team members.
We discussed last week in Part One how understanding what motivates your team members can help you develop and maintain a more engaged workforce and earn you the loyalty of both your team and your guests. While this focus on your team shows a great return on your investment, it can be indirect and not immediately obvious. Understanding your potential guests’ motivations, on the other hand, will allow you to directly impact your sales in all areas of your business.
The support we’ve received from our clients about our CenterEdge culture initiative has been amazing. It’s so encouraging to see clients facing some of the same challenges and opportunities that we are here at CenterEdge. Based on our team member survey feedback, one of the engagement opportunities that we are looking into is developing a recognition and rewards program for our team. We passionately believe in impacting others in a positive way every day, and know that a happier, more engaged team will always strive to push further and do more for each other and our clients. I’ve studied and taught a lot on motivation in both how people learn and how they work. Yet, as I researched recognition and reward programs, I truly began to see the light. Understanding someone’s personal motivation is the absolute key.
I saw a meme on LinkedIn recently that read “Company Culture is not an HR function, it comes from the top.” I really thought that was powerful. Some people wouldn’t think that culture is something an amusement park, an entertainment center or really any small business would need to worry about. However, what’s interesting about culture is that, regardless of whether or not we think about it, it exists in every single organization. I’m new to CenterEdge and one of the things I’ve been charged with as “an outsider” is to help assess our current company culture. The idea is to ensure that we’re portraying ourselves and our company the right way. While this may not seem that brave of an initiative for a company to take, imagine inviting a complete stranger into your home and asking them to tell you, with absolute honesty, whether or not your baby is ugly. And you’ve given them truth serum. Sound terrifying? Well, it’s exciting! Okay, for the team it’s probably one part terrifying, two parts exciting but I have never been more thrilled by a team’s ‘top down’ level of readiness to tackle a tough challenge like this.
Roxboro, NC – August 2015 – CenterEdge Software, a leading provider of Point of Sale, Online Sales & Reservations, and Ticketing Systems for entertainment and recreation facilities, has announced the company will be integrating its Advantage Point of Sale System with the Sacoa PlayCard System. Available in late August, the integration will allow venues to perform a variety of Sacoa related functions directly from the CenterEdge POS terminals. Operators will be able to sell and reload Sacoa PlayCards from any CenterEdge Workstation as well as have the ability to perform time and privilege-based sales transactions. “Sacoa is a well-known brand with an extensive list of users around the world and we are pleased to introduce another cashless system integration to existing and prospective CenterEdge clients,” notes Merrik Keller, CenterEdge’s Director of Business Development. “The needs of so many locations require the best in online and in-store sales and reservation functionality along with the tried and true benefits of a cashless payment system,” added Keller. The company also notes more advanced features including setting ticket payout type, viewing detailed card history and accepting the Sacoa PlayCard for payment will be offered, giving guests a truly seamless experience.
CenterEdge Software, a leading provider of Point of Sale, Reservation, and Ticketing Systems for trampoline parks and entertainment venues, has been selected by Rockin’ Jump, a national operator of indoor trampoline parks, as the new solutions provider for both their corporate and franchise store network. Rockin’ Jump currently uses CenterEdge in all 11 operating locations and has more than 19 new sites in development. The CenterEdge System manages all areas of the trampoline park operation including Jump Time Sales, Party & Group Events, Concession Sales, Liability Waiver Management and Online Sales and Reservations. “Rockin’ Jump is a first-class operation with a strong commitment to their brand and franchisees,” notes Merrik Keller, Director of Business Development for CenterEdge. “We are proud to have been selected and are confident that CenterEdge can support Rockin’ Jump’s explosive growth.”
Please join us at the WWA convention on October 3rd and 4th, in booth #1108 as we present our Waterpark Management Software.