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The Long View

February 7th, 2012 No comments

The Long View – Scottish FEC goes green to the extreme.

Even though The Bubbles Factory in Carluke, Scotland (population 19,000), might be the greenest family entertainment center (FEC) on the planet, Martin Hannah doesn’t consider himself a staunch environmentalist. Rather, the 50-year-old owner describes himself as a “canny Scotsman,” to use the local vernacular.

“It means to be wise and cautious with your purchases,” he explains.

Hannah decided to follow a 20-year business plan for his tiny 5,000-square-foot, £1.1 million (US$1.7 million) facility. With time on his side, he opted to go green in virtually every way. Hannah knew he would spend additional money up front, but in the end it would be more profitable—and much better for the environment.

The brainstorm for The Bubbles Factory came in 2005 when he took his wife and niece to a nearby soft play center. Between the plastic garden furniture and overwhelming smell of French fries (which stuck to your clothes when you left the place, he says), the facility offered little in terms of quality to area families. “We could do it so much better,” Hannah recalls thinking.

Over the next four years, he researched, negotiated, researched some more, and acquired financing. Construction began in September 2009 on the site of an old, decrepit building in the town center; doors opened in November 2010. From concept to delivery, Hannah, who still also owns a billboard advertising company, played a major role in every part of the process—hard work that has already paid off.

People travel as far as 80 miles to visit The Bubbles Factory, which recently won the Play Providers Association’s competition for the best new indoor soft play and café in the United Kingdom.

The mix of diligent planning and use of high-end, environmentally conscious equipment, technology, and materials prove to be his magic formula for business success.

“I think it’s the clever way of doing things,” he says. “There’s a long-lasting benefit.”

Building Construction
Hannah excavated the site into a hill, removing 1,600 tons of soil that was then reused elsewhere in the community. The back of the building is actually about 15 feet underground (more on that below.)

For the construction, Hannah relied on recyclable materials, including steel beams, wall panels, flooring, the slate roof, and insulation.

Heating and Cooling
In the café area, heated water radiates in pipes under the floor and comes up to guests’ feet. Rather than a conventional radiator, this setup creates a more even distribution of heat throughout the room and uses less energy, Hannah says.

For cooling the facility, he installed a passive ventilation system. Between the structure and the hill there’s a maintenance area that doesn’t get any sunlight and contains a well of cold air all year long. A low-level vent from this well is wired to other high-level vents. So when the soft play center reaches a certain temperature, the vents automatically open incrementally and warm air naturally releases outside at the high level and draws the cool air in at the low level. This system creates gentle air movement throughout the building.

“You let nature work for you rather than against you,” Hannah notes.

Food
Hannah purchases most food from inside the town. “We try to support the local economy and local jobs,” he says, adding “low-mileage goods” result in less fuel costs and food waste. Since most items are on his doorstep, he doesn’t have to carry a huge stockpile. “We can just go down the road and pick up what we need as we need it.” Plus, fresher ingredients mean higher-quality eats, always made to order.

Kitchen
While staff in The Bubbles Factory kitchen focus on cooking top-notch food, the appliances work to save energy (and money).

Hannah owns two ovens that required a higher capital outlay but now have lower running costs. The staff uses only the one smaller oven during the slower times; when business picks up, they have greater flexibility: One oven can roast, while the other can steam. Also, the ovens automatically detect the type and size of food to determine the most appropriate cooking temperature.

The eco-friendly refrigeration unit indentifies the quantities in the fridge and freezer and adjusts its chilling accordingly. And the fryer automatically uses internal pumps to filter the oil, leading to less cross-contamination of flavors and extending the oil life by 100 percent. In addition, Hannah recycles the oil.

Lighting and Electricity
Hannah uses low-wattage lighting exclusively, and all florescent lights are zoned and dimmable. This allows output to better suit daily requirements. Also, a smart meter takes an electricity reading every 30 minutes, letting Hannah analyze usage throughout the day.

Bathroom
About 20 minutes after someone leaves the bathroom, all lights and fans turn off. They automatically flick back on when a guest opens the door. The backs of the urinals sport a flag in a golf hole emblem, giving men something to aim for. This simple trick cuts down on the “overspill” mess, Hannah says, which frees up staff maintenance time and cuts down on cleaning supplies.

The Future
With tongue firmly in cheek, Hannah has some keen ideas on ways to tap into all the busy energy of his young guests. “If someone invents a giant hamster wheel for the kids to run in, I’ll be the first to connect a dynamo to it to run the lights!” he jokes.

Contact Contributing Editor Mike Bederka at mbederka@IAAPA.org.

 

Smaller FEC’s Now Embrace Card Readers and Online Booking

March 4th, 2011 No comments

Article Courtesy of IAPPA.org

Both Matt Stearn and Rod Towery acknowledge they don’t have decades of go-kart experience. “We’re businessmen. We come from corporate America,” says Towery, chief operating officer of Driven Raceway LLC. “We want to have the capability to measure every single part of our business.”

For that reason, the thought of anonymous guests pushing in tokens makes them wince, he says. A card reader system plays a crucial role at their two California locations, where video games and mini-bowling serve as an important secondary revenue stream while guests wait to race.

“The calculations for our ROI are much more detailed and reliable,” adds Stearn, Driven’s chief executive officer. “We can tell which games are performing and which ones aren’t.” Stearn and Towery represent a growing group of family entertainment center (FEC) owners embracing technology to further their businesses, explains Merrik Keller, Embed USA LLC’s sales manager for North America, manufacturer of debit card and point of sale systems.

“Rewind five-plus years ago, it was only for the big-box operators,” he notes. “Over the past two years, we’ve started to see the shift toward smaller facilities.”
All-time low costs have helped fuel this change, Keller says. However, potential customers still frequently ask him: “How big do I have to be and how many games do I need?”

He suggests looking at your game room revenue as a good indicator but also be logical about the decision. “Does it make sense for someone with two or three games?” Keller says. “No.”

Flexibility, Marketing Capabilities
The guys at Driven, which owns more than 60 games between the two spots, use the back-end and data capturing reports to understand how people play each machine. In addition to total revenue, they can see what hour and day the game makes the most money, and even the demographics of the guests playing the game.

They also can change prices on the fly to stimulate business. For example, they could offer a special of 10-cent video games from3 to 9 p.m. on Tuesdays, or do unlimited play on certain game types for an hour. “People aren’t tied into a coin,” says Keller, adding guests often disassociate spending with the swipe of a card. On the other hand, they may struggle to throw in 12 tokens to ride a simulator.

On the marketing side, Roger Camp, owner of Z-Bowl Family Entertainment Center in Mebane, North Carolina, found the cards to be a huge plus when the facility opened in May. Camp went out to area college campuses armed with $5 pre-charged cards, which could be used for bowling, pool, food, or the arcade.

“I don’t think we would be doing nearly as well as we are if we hadn’t been able to use those cards as aggressively as we had,” he says. 

Birthday Boom
For a time, Garrick Weaver’s staff would receive up to a hundred calls a day about birthdays. Many questions (options, pricing, etc.) could be easily answered by simply looking online, but employees always took the time to address the queries, says Weaver, co-owner of Boomers Laser Tag and Moonbounce Adventures, both in Pennsylvania.

This sort of patient customer service took up a tremendous number staff hours. So to alleviate this employee drain, Weaver recommended to his partners the companies switch to online birthday party booking. Three years ago, both locations moved to the software, which accounts for more than 40 percent of bookings at peak time.

Along the way, Weaver discovered another big perk with software: Guests will upsell themselves when planning a party. Without any sales pressure, they will routinely add on goodie bags and extra food through the booking system.

“Most of our clients see a drastic increase in revenue because of the software,” says Scott Drummond, president of Party Center Software in Cameron Park, California. As a former small-FEC owner, Drummond created the software with a cost-conscious mom-and-pop facility in mind. A monthly subscription to his technology runs about half the cost of a typical party package. (Roughly 80 percent to 90 percent of clients are between 5,000 and 25,000 square feet.)

Some additional software features include the tracking of marketing efforts, the ability to assign employees to a party based on their availability, and e-mail invoices. Thanks to that last option, Weaver, who uses Drummond’s software, eliminated the need to send paper party confirmations. He estimates he saves close to $50 a month in postage and three hours of labor.

While e-booking offers huge advantages, management experienced some initial trepidation that the human element would be removed from the birthday process. They counteracted that worry by having staff following up after a guest books a party, a step Drummond wholeheartedly supports.

“People worry they’re going to lose that personal touch. Absolutely not.” Drummond says. “We encourage people to call back. It’s a secondary option to sell them more product, and it actually improves your customer service. You tell them you got their order, you can’t wait to see them, and ask if they have any questions.”

Card readers have spread beyond smaller FECs. Untraditional venues, like hotel game rooms and cruise ships, now are moving toward the technology, says E. Brooks Lilly, director of development for CORE Cashless Inc., in Lenexa, Kansas.

Typically, these arenas shied away from redemption areas. The costs, coupled with a small footprint, didn’t make it practical, he says. However, attitudes have changed due to new technologies that reduce labor issues.

Guests can purchase a card from an automatic kiosk, play games, and head over to an eticket-to-prize machine to collect their hardearned merchandise. With such a setup, there’s minimal staffing and employee theft and “customer satisfaction shoots up,” Lilly says. “Now, (these venues) can not only afford it, they can succeed at it.”