BCSC DIGITAL NEWSLETTER VOLUME 20, ISSUE 3
PROFITABILITY INCREASED REVENUE PAR VALUE!
The Value of Membership March 13th is daylight savings, which means spring is around the corner. 2016 has been moving so fast that it’s been a challenge to keep up. You might have noticed that once the New Year rolled in, there’s been a lot happening at the BCSC. Many of you have received numerous phone calls from me asking for interviews, inviting you to product demonstrations and now Bowling University. I just want to say its been a privilege to talk to many of you, as well as getting to know you better and learn what’s most important to you as proprietors and GMs. Bringing Bowling University to Los Angeles was in response to a lot of feedback from members, and a lot of discussion among our board of directors and BPAA. And it has been encouraging to hear back from many on how much you appreciate BCSC’s efforts to bring as much value and impact as possible to every member center. For those participating in Bowling University, we hope this will be a positive experience that will make your centers even more prosperous than ever. Anna
March 2016 INSIDE THIS ISSUE: Newsletter Highlights BCSC Calendar of Events & Classified Bowling University A Word from our Sponsor President’s Perspective Executive Director’s Report 2016 Xtravaganza! New Pepsi Promo BCSC Partners Board of Directors WPBI QubicaAMF LDI NEW - Clip Room featuring PBA Highlights!
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BCSC Calendar of Events BPAA BOWLING UNIVERSITY Dates: March 15, 16 & 17, 2016 Location: Irvine Lanes 3415 Michelson Drive Irvine, CA 92715
Bowling University - Cost: $169.00 per person (3 days including breakfast and lunch). Registration: Click Here! Questions: Contact Anna or Scott at BCSC’s office 818-789-0900. Or Click here!
BCSC Classified! Looking to buy or sell hard to find items? Contact Anna with details and your ad will appear here for free!
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To Register Click Here!
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2016 BPAA’s Bowling University “And now, a word from our sponsor . . . “ Last year, at BCSC’s golf tournament and annual meeting, BPAA’s Kelly Bednar announced that Bowling University (BU) was coming to Los Angeles and spoke in detail about the curriculum. Glenn Hartshorn, of New Center Consulting, Inc. and a BCSC gold partner, believed in the opportunity so much that he decided to be a sponsor of BU as a way of helping to keep costs down. We were so impressed with Glenn’s passion about the training and the whole concept of BU that we asked him to go into detail on what it all means from a supplier’s perspective. Glenn has found that “most centers are independent and may not have access to large corporate structures.” Though Brunswick/AMF offer training courses, they are more on the mechanical side. Sales, management, demographics, and customer service, are curriculums usually offered at giant corporations such as Zerox, IBM, or Exxon oil. And then there’s the cost. Most small to mid-size companies may not be able to spend thousands of dollars to send their staff all over the country for advanced education that is specific to their industry. Taking into consideration the constant changes taking place within our culture, Glenn presented an interesting question to contemplate: “How do you address staff and customer behavior problems?” He’s observed, “it’s a brave new world and your reactions have to be monitored,” especially when it comes to working with the public. Two of the many key components of BCSC’s agenda for BU, is Developing Service Standards, and Implementing Service Standards. This is just one of the reasons Glenn believes that BU will help our centers learn on a whole new level. He sums it up this way, “The rising tide raises up all boats.” The bowling industry is where Glenn has chosen to make his living. He believes that if we all rise up, then it’s good for our industry. “Bowling is a community thing – it is a localized activity.” From a consumer’s point of view, Glenn might drive far to an event or company party, adding an additional 15 to 20 minutes more to get to better entertainment venues. It’s the same story for most people! If every center provides great service along with experience, then we all benefit. “When one center shines, it reflects on all of us!” Customers will go out of their way for good service, and BU helps proprietors and GMs establish that. Glenn has also observed that “as suppliers, we are selling systems that offer great potential, but no one is helping the customer have a good experience.” This is where opportunities for everyone to learn and be better at their job plays an important part. If you’ve read the agenda for Bowling University, you’ll have seen the strong educational modules being offered conveniently here in Southern California. We are glad that so many centers are taking advantage of this and look forward to a year filled with amazing events, more educational programs and opportunities for all members to grow their business while improving their service and bottom line. Anna
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President’s Perspective Whenever I have time, especially on road trips, I try to stop by as many bowling centers as I can. I do go incognito, a sort of secret shopper except I don’t share my findings with the management (until now). I’m trying to find out what others are doing and what would be good for the industry in general. Of course, If I find something I really like and I think it will work at our center, I “borrow” that idea or architectural element. Unfortunately, what I see a lot of now is how dirty many of these centers are, how poorly staffed they are, how poor the customer service is, how poorly stocked they are and how unprofessional the marketing materials are. Even some of the "best operators" have very dirty bowling centers. Why is this? How can we allow our centers to get like this and remain like this? We would never eat in a restaurant as dirty as these centers. We would never go to movie in a theater as dirty as these centers. We would never shop at a grocery store as dirty as these centers. Why is it we expect people to bowl in bowling centers as dirty as these? It’s as if the proprietors who allow their centers to remain this dirty somehow think it’s OK. They seem to think that people expect bowling centers to be filthy or in disrepair. Some proprietors do extensive upgrades to lanes, scoring and masking units, but ignore daily maintenance. They seem to think than an upgrade will keep customers coming. A center can have the latest and greatest equipment, but if they don’t keep the place clean and have a staff who genuinely care about the guest’s experience, they will lose in the long run. They obviously have no clue how much business they are losing because of it. I don’t get it. These operators are not only costing themselves business, but they are hurting the entire bowling industry. We need to raise our standards, industry-wide. I realize that bowling proprietors are, for the most part, independent business people and that we cannot dictate how they run their businesses. But, there must be something we can do to drive home the message that cleanliness, maintenance, customer service and image are vital to the success of their business and ours. About 25 years ago, the industry spent a lot of time and energy promoting cleanliness and customer service. Every convention we went to had at least one workshop on these topics. Our research, at that time, indicated that the MOST IMPORTANT factors as to why people QUIT bowling were, in order: 1. Poor customer service. A feeling of indifference from management and staff. 2. Bowling center is too dirty. 3. Pinsetters don’t work. 4. Bowlers stop improving. Bowlers never really learned to bowl in the first place. 5. Bowlers don’t like the environment (smoke, noise, behavior of other bowlers). 6. No variety of programs. 7. It’s no longer fun. 8. The season is too long. 9. The time is inconvenient. 10. Bowlers are stuck on a team with people they don’t enjoy. 11. The price is too high. 12. Lane conditions. Note where "price" and "lane conditions" fall on this list and then look where “customer service” and “cleanliness” does. Has any of this changed? Not really. I think we’ve become complacent about the importance of these issues. I think it’s time we put some renewed emphasis on them. Tony
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Executive Director’s Report Jilted by El Nino! If we were expecting a business lift from El Nino, I think we’re all disappointed. Rain would have made our winter/spring business plans look wonderful, but alas there was very little rain in store for us in Southern CA. So, everyone needs to focus on the basics and that’s what approximately 40 proprietors and staff will be doing next week at the BCSC’s first-ever Bowling University being held at Irvine Lanes, March 15-17. You’ve heard me wax pine about these educational courses for months now. I am excited to attend and drill down to the core basics of running a successful center. I only wish that everyone could have taken the opportunity to participate.
A few weeks ago, I was able to attend the Chris Paul CP3 PBA Celebrity Invitational at Lucky Strike Live in downtown LA. This was an amazing event where bowling’s finest compete with each other and against some of today’s super celebrities. I got to hang out and take photos on the red carpet like a real paparazzi, as a special favor for John Harbuck of Strike Ten Entertainment. I must admit that I was a little star struck rubbing elbows with today’s bowling greats such as, Pete Weber, Sean Rash and Australia’s own Jason Belmonte. The celebrity bowlers like Terrell Owens, Michael Strahan and Chris Paul himself, had wonderful auras about them, and it was a blast watching them attempt to bowl.
Chris Paul Shawn Stockman
Hope Solo
However, it was the lady bowlers, pro and celebrity, that really dominated the evening. PBA member Clara Guerrero was a thrill to watch. Guerrero was paired with U.S. Soccer Team goalie Hope Solo, and they both had the entire crowd going crazy. Olympic Athlete Allyson Felix would be a natural bowler if she’d only trade-in her Nikes for bowling shoes. I’ve always been proud to be in the bowling business. But, the night of the CP3 BPA Celebrity Invitational, I was especially proud of the image bowling portrays to those outside of our industry. Congratulations to the PBA and to Chris Paul for raising the awareness of bowling in a healthy and positive light. Scott
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The new Pepsi promotion “Pour Your Way to Victory Lane!” has hit the centers and already centers are asking for more of the Pepsi point of sales materials. You can purchase more materials at BPAA’s cost plus shipping. 1 case of Pitchers – 6qty $19.99 plus shipping 1 case of Table Tents – 25qty $19.99 plus shipping 1 Bowling Pin Cup merchandiser - $9.99 plus shipping Shipping costs on each item is about $10 depending on where you are located. If you would like to order, you can pay by Credit Card or be invoiced.
If you have any questions about the promotion or any Pepsi related questions please let me know. As always, Thank You for being a part of the National Pepsi program. Terry Taylor BPAA - Pepsi Account Coordinator 621 Six Flags Drive Arlington, TX 76011 (800) 343-1329 x 8473 (469) 547-0654 – Fax
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BCSC PARTNERS
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GOLD LEVEL PARTNERS Professional Bowlers Association Janay Haggerty 2152 Ellesmere Loop Roseville, CA 95747 206.654.6003 (w) 206.819.3347 (cell) Janay.Haggerty@PBA.com PJ Rosendahl General Manager ZOT Pinsetter Parts Cell: 303.919.8189 pjrosendahl@zotcolorsplash.com
QubicaAMF Joe Roussin 190 S. Summertree Road Anaheim Hills, CA 92807 714-974-9436 jroussin@qubicaamf.us www.qubicaamf.com
Golfstream Inc. Darren Dummit 1926 East 7th Street Los Angeles, CA 90021 310- 936-3363 darren@playgolfstream.com
Gilbert, Kelly, Crowley & Jennett LLP Los Angeles ● San Francisco ● San Diego ● Sacramento Direct: 213.615.7039 Sonia Esteves | SME@gilbertkelly.com www.gilbertkelly.com Classic Products Corp. Bob Andrews Account Representative 800-444-0123 (Toll Free) 559-314-5502 (Cell) randrews@classicproducts.com
BCSC PARNERS’ Cont’d useTray.com Peter Kellis 650-521-6253 peter.kellis@useTray.com
Guardian Eagle Security Inc. Freddy Galal 4311 Wilshire Blvd Ste. 419 Los Angeles, CA 90010 888-990-0002 info@ges.net
New Center Consulting, Inc. Glenn Hartshorn 3258 Aquinas Rochester Hills, MI 48309 248-375-2751 Glenn@newcenterconsulting.com Valet-It Parking Services Abby Rasouli 15053 Ventura Blvd Ste 208 Sherman Oaks, CA 91403 855-825-3848 info@valet-it.com
American Consulting Group Eric Martin 27758 Santa Margarita, Ste. #312 MissionViejo, CA 92691 949-452-1840 Office 949-206-0972 Fax Supplyworks Larry Zill 5635 Union Pacific Ave Commerce, CA 90022 323-837-4141 Office 818-634-6268 Cell Lzill@supplyworks.com www.supplyworks.com
Dippin’ Dots John & Cheryl Hiller 26893 Bouquet Cyn Rd Ste C-119 Santa Clarita, CA 91350 661-510-8348 • 661-857-3274
Enviro-Master Services Steve Vivanco 7054 Gerald Ave Ste A Van Nuys CA, 91406 818-465-8085 laenviromaster@gmail.com
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BCSC PARTNERS
Family Amusement Corporation Stephen or Robert Peck 876 N. Vermont Ave. Los Angeles, CA 90029 323-660-8180 info@familyamusement.com www.familyamusement.com
Herzog Insurance Agency Bob Herzog 235 Main Street Pleasanton, CA 94566 800-300-1303 info@herzogins.com
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Pepsi Robert Bustos 27717 Aliso Creek Road Aliso Viejo, CA 92656 949-279-7925 - Cell Robert.bustos@pepsico.com
HPSI Hospitality Spencer Gonzalez 1 Ada, Suite 150 Irvine, CA 92618 949-250-4774 spencerg@hpsionline.com
LDI Color ToolBox Doug Vos 6704 Valjean Ave. Van Nuys, CA 91405 Phone (818) 781-8110 Fax (818) 787-5470 www.myldi.com
Mischel & Company Ken Mischel 432 Bonito Ave Imperial Beach CA 91932 619-423-2001 mischelco@msn.com
Murrey International, Inc. Bill Snoberger 14150 S. Figueroa St. Los Angeles, CA 90061 310-532-6091 www.murreyintl.com sales@murreybowling.com
Floria Financial Services Vayle Floria 1420 E. Chapman Ave Orange, CA 92866 (714) 742-0820 (Cell) (714) 704-9085 ext.110# (Office) (714) 740-5021 (Fax) vayle@floriafinancial.com www.floriafinancial.com
Groupon Cameron Linder L.J. Linder & Associates Insurance Services Cell: 559-360-4695
Kids Bowl Free Bruce Davis 239-389-9583 brucetalks@aol.com www.KidsBowlFree.com
Western Bowling Proprietors’ Insurance Larry Linder 1535 E. Shaw Street, Suite 100 Fresno, CA 93710 800-200-9998 Fax 559-227-4461 Larry.Linder@att.net
Western Pacific Bowling Supply Chuck Sager / Lee Haxton 1216 W. Grove Avenue Orange, CA 92865 714-974-1733 chuck@wpbowling.com
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BCSC BOARD OF DIRECTORS TONY SANDS President
Jewel City Bowl 135 S. Glendale Ave. Glendale, CA 91205 P: 818-243-1188 tony@jewelcitybowl.com
RON PLANDER
Harley’s Simi Bowl & Camarillo Bowl 480 E. Los Angeles Ave. Simi Valley, CA 93065 P: 805-526-4212 simibowl@earthlink.net
STEVE DAVIS Vice President Zodo's - Bowling & Beyond 5925 Calle Real Goleta, CA 93117 P: 805-967-0128 steved@zodos.com
SCOTT CHAUNCEY
Director of Operation Bowlmor-AMF / Brunswick 909-240-4789 schauncey@bowlbrunswick.com
GARY FORMAN Secretary / Treasurer
Fountain Bowl 17110 Brookhurst St. Fountain Valley, CA 92708 P: 714-963-7888 gcf@fountainbowl.com
DINA FINK
Buena Lanes 1788 S. Mesa Verde Ventura, CA 93003 P: 805-677-7770 ext. 304 buenabowler@aol.com
CRAIG GOODMAN Santa Clarita Lanes 21615 W. Soledad Canyon Rd. Santa Clarita, CA 91350 P: 661-254-0540
craig@santaclaritalanes.com
WILL MOSSONTTE Empire Bowl 940 W. Colton Ave. Redlands, CA 92374 P: 909-793-2525 empirebowl44@gmail.com
SCOTT PODDIG Bowlium
4666 Holt Blvd Montclair, CA 91763 P: 909-626-3528 scott@bowlium.com
Bowling Centers of Southern CA 12655 Ventura Blvd. Studio City, CA 91604 Scott Frager, Executive Director Phone: 818-789-0900 Fax: 818-783-2874 E-mail: ScottF@socalbowling.com www.socalbowling.com
RON BRISENO
Vista Entertainment Center 435 W. Vista Way Vista, CA 92083 P: 760-941-1032 ron@vistaentertainment.com
CHARLIE KINSTLER Del Rio Lanes 7502 Florence Ave Downey, CA 90240 P: (562) 505-5435 cvkljk@aol.com
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BCSC’S CLIP ROOM
Featuring PBA Celebrity Invitational Tournaments & Championships Chris Paul
Pete Weber
Tournaments & Championships It’s all happening on Xtra Frame
PBA’s 24/7 Bowling Channel Click here to see all the highlights! Click here See all the highlights on Xtra Frame! Jason Belmonte
PBA’s Commissioner Tom Clark and Nick Cannon