Much has been written about the jaded society we live in; the unending need for new stimulation and the desire to be first with the most new toys.
Yet, there seems to me to be an unfulfilled desire by people looking to find some new “satisfaction” in their purchases. People have come to settle for customer service that is just OK or to settle for a dinner that was OK or even a movie that was ho hum.
What are your customers unsatisfied about?
Is it the food and beverage offerings that they might describe as OK or is it the bowling experience which is about the same as anywhere else, only cheaper, or is it the fact that they really don’t get their hit of satisfaction with your whole deal…its just more of the same and its just OK?
If it was a better experience and was more satisfying, then more people would bowl more frequently. Sure 70 million people went bowling last year, but the vast majority of open play bowlers, some 65 to 68 million of them only went once or twice last year.
Why is that?
Because they got the same experience, the same product and the same delivery, for better or for worse. We just didn’t deliver anything new or exciting or, Heaven forbid, something different.
Think about your cosmic bowling experience. You have had it operational for over 10 years. The 16 year old high school sophomore who experienced it for the first time loved It and came every week. Now that sophomore is 26 years old and the cosmic experience that he once loved is 10 years old and not so satisfying.
If we settle for the tried and true; for the “way we have always done it” and for the obvious, we will continue to get a customer who only visits us once or twice a year instead of a customer who wants to visit more frequently because we are providing satisfaction. Which kind of a customer would you want to have?
So here’s the challenge, what are you or could you be doing differently to make your customer a more frequent customer? Put on your brainstorm hat, your silly hat, your outrageous hat and…do something different?
For a change.