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CenterEdge Software Blog

How to Handle Upset Guests Without Losing Your Cool

Posted by Sherry Howell on Apr 7, 2021 12:00:23 PM

Use these steps to help you manage tense situations with angry guests in a way that you can be proud of. 

A year into the pandemic, we're seeing a lot of positive movement towards getting back to normal. However, recently in online forum threads, we have begun to notice that an increasing number of business owners are facing unusually negative reviews and more angry customers than ever.

I think it's safe to say that the last year has left us all more stressed than ever and that stress is making its mark. But even though we might be facing more challenging situations, we need to respond in a way that resolves a problem quickly and positively. That's why we're bringing back these tips to help your team win every tense situation they face. 

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Topics: Customer Loyalty, Employee Management, Facility Operations

5 Qualities and Habits of the Best Bosses

Posted by Sherry Howell on Mar 3, 2021 2:57:13 PM

Develop these qualities and habits to help build an effective management program.  

The best leaders make managing people look easy, but in reality, it’s a whole lot harder than it appears. When you spend so much time and energy keeping the doors open and the lights on, it can be challenging to find time to work on your own professional leadership growth. But letting healthy management habits slip when you’re busy can diminish engagement and morale, which ultimately leads to employee turnover. 

The good news is that leadership, like any other skill, can be improved. Read on for five qualities and habits that the most successful leaders possess and how you can cultivate them yourself.

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Topics: Employee Management, Facility Operations

6 FEC Management Strategies You Need in 2021

Posted by Sherry Howell on Jan 6, 2021 12:50:00 PM

Continue to adapt your approach in these key areas to meet your business' needs in the ever-changing amusement landscape.

Many times over these last months, it seemed like all we could do just to survive some days. We had to reimagine our businesses as we fought to reopen and recover. As you look forward to the new year, now is a good time to review the management strategies that you implemented and decide how you need to change them in the new year. 

We brought back our facility management blog series to help you analyze your approach around the key areas that can help your amusement facility thrive as you move forward. Each section links to a more detailed blog for easy reference so that you can start where it makes the most sense.  

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Topics: Customer Loyalty, Memberships, Employee Management, Facility Operations, Birthday Party & Groups, Online Sales & Ticketing

How to Foster More Optimism

Posted by Sherry Howell on Dec 17, 2020 9:29:23 AM

Optimism is a renewable resource. Boost yours with these tips.

At the most recent Birthday University online Master Class, when asked how everyone is, an attendee responded, “well I get paid to be optimistic but my optimism sure takes a beating sometimes.” I believe that we can all relate to that sentiment these days. The good news is that optimism, like happiness, is a “renewable resource” and fostering more of it can help prepare you for a brighter, more successful new year. Read on for seven ways to improve your outlook today.

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Topics: Customer Loyalty, Employee Management, Facility Operations

Top 10 FEC Employee Coaching Questions

Posted by Sherry Howell on Nov 3, 2020 12:05:49 PM

Build rapport and morale with these coaching questions. 

The best leaders in any industry make managing people look easy when in reality, it’s anything but! In nearly every survey on employee engagement, the top reasons cited for why employees quit or feel disengaged tie directly back to management. Poor communication, a lack of feeling supported or valued, and unclear career pathing are all common threads that cause lost morale and costly turnover.

So how does a committed manager combat these top three detractors? The answers could lie in changing the questions you ask in staff interactions that you’re already having - at staff check-in, in the breakroom, at shift-end, or in regular performance management conversations. I asked people who work in many different industries to share the questions asked by managers that resonated the most, made them feel supported, and inspired them to do their best work. Here are ten of the best.

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Topics: FEC, Trampoline Parks, Waterparks, Employee Management, Facility Operations

5 Steps to Secure FEC Cash Control

Posted by Sherry Howell on Oct 26, 2020 3:33:33 PM

The secret to solid cash control is culture, processes, accountability, and oversight. 

Fraud prevention can be a scary topic because no one wants to believe team members could steal from their employer. But you can't leave prevention up to chance. To set your business up for solid cash control, we've updated this important post to give you everything you need to take the fear out of fraud prevention.

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Topics: FEC, Point of Sale, Trampoline Parks, Waterparks, Reporting & Analytics, CenterEdge Advantage POS, Employee Management

Five Tips to Maximize ROI From Guest Feedback

Posted by Sherry Howell on Oct 12, 2020 10:15:26 AM

Follow this formula for the best ROI3 (Return on Investment In Information) 

Guest experience feedback is one of the best tools your team has to help create a winning culture for guests and staff. We asked guest experience innovator, Scot Carson, founder and CEO of Amusement Advantage, Inc., to share his top tips for making the most of both negative and postive feedback. Read on as Scot shares his tried and true steps to making the most of critical guest feedback.  

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Topics: FEC, Waterparks, Zoos & Aquariums, Amusement Parks, Employee Management, Facility Operations

5 Ways to Use Fundraisers to Drive Revenue and Community Goodwill

Posted by Sherry Howell on Oct 5, 2020 8:57:23 AM

Introducing some new ideas to help you make a difference in your commmunity. 

This time of year is always filled with fundraising and donation requests from your community. With everything that’s going on, you may need to adjust your approach this year. As you consider which organizations to support, be sure to think about how best to benefit both your community and your business. This includes what to offer, pricing, donation terms, and possible ancillary sales opportunities instore later. 

We outlined a few fundraising options in a previous post, and today our CenterEdge Operations team is sharing a few new ideas - along with some practical advice for setting up your new programs. Check it out below, or CenterEdge clients can view the extended post in the Ops Blog

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Topics: Marketing, CenterEdge Advantage POS, Employee Management, Facility Operations, Birthday Party & Groups, Cashless, Online Sales & Ticketing

5 Steps to Award-Winning Staff Performance at Your FEC

Posted by Sherry Howell on Sep 28, 2020 9:30:00 AM

Spoiler alert – it still takes a culture built around respect, consistent practice and accountability

During a time with higher unemployment rates, it might be easy to think that team members will stay with your FEC just to have a job. But falling into this trap and not focusing on your company culture puts your business at risk for losing your best team members - and your customers. Because if your team isn't happy, no one will be. That's why we're bringing back this important post to remind leaders about what it takes to maintain a world-class culture. 

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Topics: Customer Loyalty, Employee Management, Facility Operations

Top Phrases FEC Staff Should Avoid

Posted by Sherry Howell on Aug 19, 2020 11:19:35 AM

There are no do-overs during face to face interactions with guests; team members must be equipped to get it right from the start. 

Guest service interactions have been on our mind a lot lately. Your team has a lot to worry about just making sure they are keeping on top of all the changing processes. They shouldn't have to worry about saying the wrong thing to a guest and damaging your facility's guest experience OR reputation.

That's why we decided to update the top phrases team members should never use to help remind staff that there are some words better left unsaid. 

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Topics: Customer Loyalty, Employee Management, Facility Operations