Like any other business, the quality of your staff can make or break your operations, and of course, your profitability. While there are many factors that contribute to the success of your family entertainment center business, highly trained employees are definitely the cornerstone of your operational success. And now that modern FECs are integrating Software as a Service (SaaS) solutions to streamline tasks and allow for more flexibility, your staff can now focus on what matters the most: your guests.

1. They go beyond the basic daily operations. 

   Highly trained FEC staff means they know how to operate more than just the games and attractions, but also the overall system of how your entire business works. Through customer success training, they can gain the skills to troubleshoot problems (no matter how big or small), manage SaaS solutions (especially for modern FECs), and contribute to your operational efficiency.

   Keep in mind that your FEC staff act as your brand ambassadors. This means that their knowledge of your business, how it works, and how they present themselves to your customers are important in keeping up your positive business image, helping you future-proof your business in the long run.

2. They take ownership of difficult tasks.

   Sometimes, there are difficult tasks that our employees would much rather beg off and leave to the higher-ups, such as inventory and product management. Since these are crucial to the business, they are often scared to make mistakes.

   This is where having well-trained FEC staff comes in.

   Your team takes ownership of the entire process when you ask them to do inventory. They can monitor the stocks proactively, create great product offerings or prizes, and make strategic decisions. Moreover, they learn how to be customer-centric and align your products with customer preferences to boost satisfaction and profits.

3. They help grow revenue.

    

   

   Highly trained FEC staff upsell experiences, promote new attractions, and create memorable moments for your guests and their families. This is why customer success coaching is important, as it teaches your team the skills that go beyond understanding basic FEC operations.

   By focusing on customer needs and personalising service, they help increase customer loyalty and drive repeat business, which are very critical today in the competitive FEC industry. It’s a win-win scenario: you’re earning more and your staff learns more, giving you real-life examples of the power of customer success coaching.

4. They handle security in the facility.

   As unfortunate as it is, theft in FECs is a recurring threat to day-to-day operations, especially with coin-operated machines, and if left unchecked, it could eat away at your profits. Highly trained staff who have a good understanding of trends in customer success also understand that they have to be vigilant and skilled in safeguarding your operations. As such, they contribute to enhancing your security to improve the overall customer experience.

   Introducing your team members to modern solutions, like Embed's Mobile Wallet, entirely eliminates the risk of theft, thanks to its secure Apple-and-Google-certified platform. Now, your staff can focus less on security and more on creating exceptional guest experiences.

5. They Improve Guest Engagement and Loyalty.

   Lastly, the ultimate sign that you have highly trained FEC staff is when they can improve guest engagement and loyalty. Employees who prioritise guest satisfaction, resolve concerns swiftly, and create delightful experiences understand why customer success is important to your brand's growth. Their engagement levels can transform casual visitors into loyal brand advocates and keep your FEC thriving amid changing industry demands.

Why should you invest in regular FEC staff training?

Gallup research shows that companies investing in employee development see an 11% boost in profitability. In the FEC industry, where guest satisfaction is important to your operational success, regular training programs help ensure staff are aligned with operational goals, software systems, and evolving industry standards, such as modern SaaS solutions.

Having highly trained staff not only improves your daily operations but they also future-proof your business by boosting customer loyalty. Investing in their development supports a better guest experience and positions your FEC to adapt and grow in a competitive market.

With Embed GoTrain™, you can access on-site and virtual training content for free! You can use these to empower your team to reach their full potential, so they can deliver the best service for your guests and maximise every tech advantage in the FEC industry.