Music & Games

How to answer difficult questions reopening an amusement center

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June 10, 2020 by Kevin Williams

Reopening an amusement center following COVID-19 is challenging on many levels. Customers and employees want to return, but they naturally have some reservations.

An amusement center that has taken the proper sanitation procedures to ensure a safe gaming environment should be prepared to answer questions and assure them that can enjoy their experience. Following is a guide to answering the difficult questions you are likely to face, both in person and online.

1. How dare you reopen? Don't you know you're putting lives at risk?

Instead of saying, "Everyone else is opening. It's only fair that we move forward." 

Try saying:

"I have a family myself, and nothing is more important than the safety of our guests."

2. Do you care more about money than keeping people safe?

Instead of saying, "That's mean! How dare you accuse me of that!" 

Try saying:

"I know that's an important issue to you. I've been coming here every day myself. I have worked to make this facility safe. We're counting on you to come in and help keep it safe."

3. It's irresponsible for you to open. Those resources are needed elsewhere."

Instead of saying, "Look, the governor has said it's okay to open. We need to take guidance from someone."

Try saying:

"I'm a resident of this community. I asked myself that same question. I know how critically important it is that families have a safe opportunity to get some fun and recreation after weeks of quarantine. We're opening our facility in a slow, careful and measured way, to ensure a safe environment for all of our guests and staff."

4. Why should I come in and work again? Is it really safe?

Instead of saying,"You worked here before. Did you get sick then?"

Try saying:

"I know that's an important issue to you. I've been coming here every day myself. I have worked to make this facility safe. We're counting on you to come in and help keep it safe."

5. What makes you think you should open when other businesses can't?"

Instead of saying, "I can't speak for other business owners."

Try saying:

"I've been home just like you and I know how consuming and confusing all the conflicting directions can be. We're working directly with our local health department to ensure a safe, clean environment, for all of our guests."

6. Why are you not hiring back all of those you used to employ?

Instead of saying, "We're using this as an opportunity to cut some of our lower performers."

Try saying:

"I think everyone is anxious to get back to business. Our most important job is to keep our guests safe. We're operating our operations slowly and carefully to achieve that. And slowly means our staffing needs will fluctuate. We're looking forward to getting back to normal as well, but we're going to get there safely."

7. Are you doing enough to keep me and your staff safe?

Instead of saying, "Yep. We're working extra hard and wiping down the rides every turn."

Try saying:

"You know what? I'm a parent myself. I know how important it is to have a clean, safe environment for my children to play in. Our facility is clean and safe. I've seen first-hand the work that goes into keeping it clean. I've happily brought my own children out here to play. Our facility is not only clean, it's safe. We look forward to showing you the efforts we have gone to."

8. What are you basing your reasons on to reopen? Are you just making it up?

Instead of saying, "Look, the governor said it was okay. What more can we do?"

Try saying:

"I know how consuming and confusing all the conflicting directions can be. We're working directly with our local health department. They've been here, they've inspected us, and they've given us a clean bill of health. Nothing is more important than our guests and we look forward to impressing them with a safe, clean environment."
 

About Kevin Williams

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Along with advisory positions with other entrants into the market he is founder and publisher of the Stinger Report, “a-must-read” e-zine for those working or investing in the amusement, attractions and entertainment industry. He is a prolific writer and provides regular news columns for main trade publications. He also travels the globe as a keynote speaker, moderator and panelist at numerous industry conferences and events. Author of “The Out-of-Home Immersive Entertainment Frontier: Expanding Interactive Boundaries in Leisure Facilities,” the only book on this aspect of the market, with the second edition scheduled for a 2023 release. 

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