THE HEDGEHOG CONCEPT
The hedgehog concept is the intersection of three circles, which define our vision and business model. We win business by keeping these 3 circles at the forefront of every thing we do. This is where we set ourselves apart from the competition and provide a unique experience for our guests. It only happens if we keep these three circles at the heart of our actions. We give everything we possibly can to the customer because we are passionate about their experience. This creates the best family-style atmosphere on the planet, which ultimately leads to return visits (our economic engine)!
OUR HEDGEHOG CONCEPT
Our hedgehog concept is simple. We are deeply passionate about The Customer Experience. This leads to us being the best at creating a family-style (comfortable) atmosphere. Customers want to return when they are treated like family, therefore making return visits an integral part of our financial engine. Memorize our three circles and what they mean for our business. They should govern how you act in every situation. Passion is constant. If you are passionate about the customer experience, you will never take your mind off of it.
THE CUSTOMER EXPERIENCE
We are passionate about the customer experience. Obviously, we are going to talk endlessly about the thing we are most passionate about. You will find that the majority of our training is focused on improving the customer experience. If it is boring you, or if it is something you don't feel like you can be passionate about, we strongly encourage you to quit. In fact, we will pay you $20 to quit right now (just ask).
We are never looking to cheat the customer. We will go out of our way to make their experience the best - even if that means helping them find the best price when we want so badly to up-sell. We are totally in it for the customer. Sometimes we will take a loss in certain situations in order to ensure that the customer is satisfied. We do not have complete control over how the customer interacts with our activities, but we do have complete control over our interaction with the customer. This is where we win. It's really simple, they are family, so treat them as such.
Our customers need to have the experience that will cause them to come back and refer their friends. Every exiting customer should be viewed from the perspective: "How soon are they coming back? Are they going to tell their friends about how well they were treated?" Ask yourself these questions every time a customer is leaving.
Our culture is built around the concept of family. We treat each other the same way we treat our customers—as family. We want our workplace relationships to extend beyond the workplace. For years, Classic Fun Center has generated life long relationships because we believe in providing a positive environment where the staff can enjoy each other. We love throwing parties, night games, and even company retreats! Bonding is kind of our thing. We are a tight-knit team! Negativity never lasts in our business, please help us to cultivate an unbeatable positive atmosphere!