Servers to Entertainers to Heroes

Server to entertainer to hero!

Many birthday party facilities focus a great majority of their time trying to deliver a quality event, by "serving" the guest well. They're hoping their "Draw" (play attractions, games and organized activities) produce all the fun and entertainment expected at a birthday party. If this is your facility, pat yourself on the back, because the highest percentage of businesses hosting birthday parties haven't even gotten this far. Unfortunately, in today's experiential economy, a glorified waite staff will not score many points in the game of producing awesome birthday parties. Celebrations with an organized flow, a brief smile here and there, serving everything hot, tasty and on time, are all part of a quality event, but not enough to engage participants in a memorable experience or personal transformation. It won't be long before you'll face the reality that the new competition has everything you have, plus more. Their understanding of producing party experiences at much higher experiential levels, leaves you rummaging for the stale crumbs.

The Evolution of a Party Hero

LEVEL I - Server (good service)

Picture your party room, sparkling clean, fresh and decoratively colored with bright festive wall and ceiling hangings, that jump out at you with every glance. The vacant tables are trimmed with boldly colored party settings, organized and ready for the next seating. There's kids and adults bustling around everywhere, energized and excited for the next stage of the celebration. There's a sense of chaotic order as the Party Servers bustle around serving, organizing and delivering food and drinks with precision, just like a fine tuned machine.

Painted on their faces are famished looks, still energized and excited by the fun fabricated in the play areas. The Party Server begins the process of explaining the food and beverage options, serving each child their choice. Adults are asked if they wish to order anything while waiting and then served simultaneously with the children. The same serving efficiency is noticeable when the clearing of their plates, cups and napkins occurs effortlessly, after asking each guest if they are finished.

Enter the birthday cake, candles burning brightly with a dozen pair of eyes, wide open with the anticipation of sinking their teeth into the mouthwatering, sugary birthday tradition. After the birthday song, each guest is served a slice of cake, the birthday child being served first... of course. Once again without notice, clearing their plates and it's on to the next segment.

Opening presents is always a challenge keeping all the children interested, because only one person gets all the presents. The Party Server records a gift list for the parents, while clearing paper wrappings and organizing gifts into a colorful gift bag.

The Party Server hands party Mom the bill on a "restaurant style" payment dish and asks if everything was OK. After finalizing the balance, a faint "Thank you, come back again soon," is heard as the Party Server dashes off to clean the area and frantically begins to set up for the next party.

LEVEL II - Entertainer (better)

Picture the same party room, sparkling clean, fresh and decoratively colored with bright festive wall and ceiling hangings, that jump out with every glance. Boldly colored party settings, organized and ready for the next seating trim the vacant tables. There's kids and adults bustling around everywhere, energized and excited for the next stage of the fun and entertainment that never seems to end..

When new guests enter the party room area, they'll see "teeth and eyes" smiles. They hear friendly welcomes that give them a comfortable homey feeling, as they pile in from different play areas. Immediately the Party Entertainer begins engaging the kids by playing a sitting game, called "Do you know your neighbor?" Adding entertainment while the children are being served and between each course, is called planned distraction. It's all part of the party room experience that engages the children and adults into an interactive birthday party experience. The Party Entertainer tells jokes, plays games and performs impressive magic tricks. Wide open eyes of amazement and jaws hanging open, laughs, giggles and "How did she do that?" flood the room. It's all because of the extra entertainment planned by the Party Entertainer that makes this segment of the party as fun as the play attractions. Listen to the divided laughs and uughs, as the party entertainer cracks a corny joke. Even Mom chuckles as she is discretely the subject of one of the jokes. Listen as the Party Entertainer hushes the table in anticipation of the birthday child's special joke. The guests are half listening, eating and in their minds thinking of their best joke to tell next.

The entertainment doesn't replace the famished looks painted on the guest's faces. The Party Entertainer begins the process of explaining the food and beverage options, serving each child their choice. The adults are asked if they wish to order anything while waiting and then served simultaneously with the children. They enjoy the corny humor, the smiles and happy looks all over the faces of each child at the party. In between bites and chews of hot, crusty, cheesy pizza there's plenty of time for more unexpected party entertainment. The fun, joking and games continue throughout the serving, clearing, cleaning up and while preparing each stage of the party room experience. It all happens smoothly, using the entertainment as positive distraction and to increase the overall fun value of the party. Everyone, including the Party Entertainer is having a ball.

The same serving efficiency is noticeable when the clearing of their plates, cups and napkins occurs effortlessly, after each guest is asked if they are finished. The Party Entertainer is always in complete control, with one course naturally flowing into the next. Adults can't believe they can serve, clear and entertain all at the same time.

Enter the birthday cake, candles burning brightly with a dozen pair of eyes, wide open with the anticipation of sinking their teeth into the mouthwatering, sugary birthday tradition. After the birthday song, each guest is served a slice of cake, the birthday child being served first... of course. Once again clearing their plates without notice, and it's on to the next segment.

Opening presents is always a challenge keeping all the children interested, because only one person gets all the presents. The Party Entertainer records a gift list for the parents, while clearing paper wrappings and organizing gifts into a colorful gift bag. In between openings the Party Entertainer keeps everyone interested by making a special balloon sculpture.

The Party Entertainer hands the bill to the party parents and asks if everything was OK. A bond has formed, because the party parents feel that the Party Entertainer went above and beyond what they expected, making the day enjoyable and fun for all. Because of this they feel compelled to reward their efforts with a generous tip. After finalizing the balance, a hardy "Thank you, come back and see us soon," telling one final corny joke, as the Party Entertainer prepares for the next party.

LEVEL III - The Hero - The Best

Mom is pleasantly surprised to receive a personal phone call a few days before the party. She never expected anyone to take the time and ask her specifically what she envisioned her child's party to look like. The voice on the other end is very pleasant and enthusiastic. A Party Hero introduces him/herself and asks "I'd like to find out more details about what you're expecting and what the birthday child's favorite things are." "I'll also fill you in on what to do and what you don't have to worry about, because we'll have it all under control." The Party Hero asks permission to speak with the birthday child personally, to get to know them better by asking questions. "What's your favorite movie and cartoon character?" "Who's your best friend?" "Do you play any sports?" "What are your favorites?" Now the Party Hero can plan activities for a more personalized party.

One of the main goals of the Party Hero is to keep the party group together throughout the party. The kids have more fun when they stay together. After all the reason everyone's there, is a celebration for the birthday child. The birthday child needs to be center of attention all the time. They are the automatic leader of all the games and activities or get to pick the next leader. They get to go first, treating them extra special and always asking what's next. You can see it in their eyes, when they know everyone is there for them. It's a day they get all the attention. All the party guests secretly wish they were the birthday child and can't wait until it's their birthday.

Mom and Dad can't believe it, when the Party Hero knows and calls everyone by name. Boy, do the kids feel important and special when they hear their name called out in encouragement and fun while interacting on the play attractions. It's impressive when the Party Hero uses their first name too. "Why not? "We're all old friends here and it makes us feel important and shows us they care." Says Mom to Dad.

All of a sudden the music drops and then picks back up louder and faster, with a peppy fun tune. Every person working in the entire place, stops what they are doing and performs this crazy happy birthday song and dance wherever they are. All the guests turn and focus on their antics, pointing and laughing at each goofy rendition. The team really seems to have fun and enjoy interacting with each other. They all set out in search of the birthday children for a special acknowledgment. After discovering a birthday child, they each have their own unique method of giving them "high five." Mom can't believe that everything happening is so right for her child. She sees the smiles and wide open eyes of happiness, excitement and feeling important, radiating off her child. Her pride continues to bubble up, knowing she made the right choice.

When guests enter the party room area, sure they'll see "teeth and eyes" smiles, but they'll already have developed the beginning or a strong friendship and comfortable feeling. The continued friendly acknowledgments are like that of welcoming back an old friend. Immediately the Party Hero begins engaging the kids by playing a sitting game, called "Do you know your neighbor?". Their role is not only serving the food and helping with presents, but energizing everything with fun. Planned distraction is entertaining the children as they are being served and between each course.. It's all part of the party room experience that engages the children and adults into an interactive birthday party experience. The Party Hero tells jokes, plays games and performs impressive magic tricks. Wide open eyes of amazement and jaws hanging open, laughs, giggles and "How did she do that?" flood the room. It's all because of the extra entertainment planned by the Party Entertainer that makes this segment of the party as fun as the play attractions.

The entertainment doesn't replace the famished looks painted on the guest's faces. The Party Hero begins the process of explaining the food and beverage options, serving each child their choice (the birthday child always first). Listen to the divided laughs and ughs, as the party Hero cracks a corny joke. Even Mom chuckles as she is discretely the subject of one of the jokes. Listen as the Party Hero hushes the table in anticipation of the birthday child's special joke. The guests are half listening, eating and in their minds thinking of their best joke to tell next.

Asking adults if they wish to order anything while waiting and then serving them simultaneously with the children makes them feel a part of the party. They enjoy the corny humor, the smiles and happy looks all over the faces of each child at the party. In between bites and chews of hot, crusty, cheesy pizza, there's plenty of time for more unexpected party entertainment. The fun, joking and games continue throughout the serving, clearing, cleaning up and while preparing each stage of the party room experience. It all happens smoothly, using the entertainment as positive distraction and to increase the overall fun value of the party. Everyone, including the Party Hero is having a ball.

The same serving efficiency is noticeable when the clearing of their plates, cups and napkins occurs effortlessly, after asking each guest if they are finished. The Party Hero is always in complete control, with one course naturally flowing into the next. Adults can't believe they can serve, clear and keep everyone interested with entertainment all at the same time.

The birthday child is the volunteer for all the tricks. The Party Hero makes them an individual balloon animal or hat of their choice. This really makes them feel special. As everyone else begs for theirs, the Party Hero responds, "Only the birthday boy/girl gets a special birthday balloon today. When you have your party here, I'll make you one too."

Party Mom's face lights up like the sun, when she's continually informed and asked her opinion before all the games and party activities. It puts her back in control, she feels respected and knows someone cares about her. She is overwhelmed and delighted by the complimentary coffee offer... without even asking. Eliminating Mom's frustration happens when everything's no problem, it's all taken care of and she doesn't have to worry about a thing. She couldn't do it any better. All her adult guests remain impressed and whisper to each other; "What a great birthday party." You should see party Mom's face light up when she overhears it.

Enter the birthday cake, candles burning brightly with a dozen pair of eyes, wide open with anticipation of sinking their teeth into the mouthwatering, sugary birthday tradition. When presenting the personalized cake, the Party Hero asks Party Mom if she would like a "photo opportunity," before they cut the cake and proceeds to take the picture as instructed. She asks the birthday child; "How would you like your birthday song sung... soft and easy, LOUD AND NOISY or with a Cha Cha Cha.?" After the personal rendition of the birthday song, each guest is served a slice of cake, the birthday child being served first, naturally. Passing out the cake... it's a game of course. Clearing their plates without notice and it's on to the next segment.

Opening presents is always a challenge keeping all the children interested, because only one person gets all the presents. The Party Hero informs everyone that because it's the birthday child's special day, that they would play the ___________ present game. The game's named after one of the birthday child's favorite things. The Party Hero quickly explains the game. Everyone gets into their place and participates in the action, until all the presents are open.

The Party Hero makes a point of saying something positive as each present is open. "Wow, I've always wanted one of those when I was kid. Where did you get it?" This helps the perception of each guest that their present is a good one. Kids feel a happy relief, that their present is a hit and about being recognized for bringing such a great present. The Party Hero records a gift list for the parents, while clearing paper wrappings and organizing gifts into a colorful gift bag.

The Party Hero hands the bill to the party parents and asks if everything is OK. A bond is formed because party parents feel that the Party Hero went above and beyond what their expectation, making the day so memorable for all. These feelings compelled them to reward their efforts with a generous tip and high marks on the party survey form. After finalizing the balance, a hardy "Thank you, come back again soon," telling one final corny joke, as the Party Hero prepares for the next party.

Just before the family heads out, the birthday child turns around and runs back to give the "Their Party Hero" a super huge bear hug. Everyone leaves having made new friendships. The Party Hero feels great for making a difference in the life of another family and knowing they just built a memory that may last for more than 50 years.

Great Service!

Great service no longer differentiates your business. Delivering quality service remains a challenge for many modern enterprises, unfortunately it's no longer the main ingredient of getting your business or service ahead of the pack. Good service in the new millennium, has only a neutral effect on the level of guest satisfaction. Consumers expect a certain level of service from all businesses they interact, yet have gotten such inconsistent delivery, they have become quite numb to it all. Unless they've been "Wowed" above and beyond their expectations, will they walk away with more than a feeling of mediocrity.

However, bad service remains a major deterrent to your image and ability to retain your customer. Disorganization, poor human interaction, employee indifference, poor food quality or an unsafe and dirty environment, will all contribute to negative word of mouth and low repeat visits for family entertainment facilities. Birthday parties are such an emotional day for families, everything is expected to be perfect. Party parents do not care about anything else going on around them, unless it effects their child's party. There are no second chances to get it right.

Up the entertainment

Entertaining is a step in the right direction. Entertainment throughout the party can give you a slight competitive edge, depending on how well it's delivered. Entertaining can include animated shows, adding a game aspect to every component of the party or live entertainment (performed by your party team or a professional). The best form of entertainment is human oriented and interactive. It's real, with it's own life, personality and energy. It can change easily and often, while personalized to individual preferences. Animated entertainment or shows remain constant and lack the ability to engage the audience into a different interactive experience each time.

In any format, the entertainment should be mixed with the fun and continue throughout the entire birthday party experience. You can add party entertainment...

at check in.
inside your birthday facility.
waiting in line for attractions, rides or games .
in the party room, between servings or while the kids are eating.
as a distraction tool or when there is down time to fill, like... the pizza just fell, on it's way to the table.

Giving your party team the tools and training them to entertain, is the best formula for economic success. It's easier than you think to add games, magic, balloon sculptures, jokes and riddles to enhance the birthday party experience. Your team's ability to serve, entertain and keep everyone interested all at the same time, will amaze parents. The outcome is greater human interaction, where the fun never stops, from start to finish.

My Heroes Have Always Been

Can You Remember Your Heroes?

The highest form of interaction within your birthday party is the "Human Touch", where your party facilitator becomes the party memory. When the birthday child leaves your facility having made a new friend within your party team and looks up to them as a hero, all lives will be permanently bettered. It's an awesome feeling to know you have the power to become someone's hero, with every party you present.

Characteristics Of A Hero

A hero is a person admired and looked up to, for their courage, caring, compassion and un-compromised character. In order for your party team to elevate to this level, they must start with a solid foundation of hero qualities. The following are typical characteristics you'll find in a hero.

Loyalty
Honesty
Generosity
Curiosity
Humility
Sense of Humor
Vulnerability
Strength of will
Innocence
Patience
Physical strength
Physical beauty

Humanity Lets Us Care

Heroes have high levels of humanity... "I like him/her because he/she is like me." Humanity is the sum of a person's positive human qualities, that inspire sympathy or empathy. Heroes project high levels of empathy, a complete understanding of what you are going through, while genuinely caring enough to make a difference and be the best they can be. Indomitable will is one of the strongest humanity qualities. No person is more engaging than one who will stop at nothing to achieve his/her goal. Birthday party heroes give their all to achieve the best possible birthday experience each and every time... for the sake of the birthday child.

Why We Love Our Heroes

Heroes align naturally with us. We like them because we perceive them to be someone who is just like us, while we want to be just like them.People engage emotionally with heroes and will gladly undertake their quest.Heroes radiate unconditional care. People generally find themselves caring... right back. Everyone loves a hero, while most of us secretly want to be the hero.

Do You Want To Be A Hero:

Everyone has the hero gene within them. The question is not 'Do they have what it takes?' but do they choose to let it surface? Giving the tools to teach young folks the meaning of and how to be a Party Hero will set you miles apart from the competition and create high levels of satisfaction for all stakeholders. It's your job as a party leader to search and hire only potential heroes, who exude hero personality traits, naturally. You'll mold these raw, but talented individuals, by providing the right environment and giving them the training and tools required to succeed. Communicating your birthday party vision, giving clear expectations, setting realistic goals and creating a positive, nurturing, fun environment, creates a win-win situation for everyone involved. Here lies the secret to ultimate success in the birthday party business.

Keys To Developing An Elite Party Team Of Heroes

Not just anyone is Party Hero material. As mentioned there are special qualities that make up awesome Party Heroes. Search hard and search often, you'll never know when one might surface. You'll miss them, if you're not looking.
All potential party team members must tryout / group interview, to become a member of the party team and develop into a Party Hero. Here is the beginning of building status and communicating that you must be special to earn a spot on your party team.
All Party Heroes must meet the minimum training requirements and entertainment capabilities to host a birthday party on their own.
Party Hero's must maintain the team's standard of birthday performance, measured by guest feedback as outlined by their performance agreement. The performance agreement defines exactly what good performance is.
Give your party team special privileges and unique perks. All team members should want to aspire to be a Party Hero.
Keep track of Party Hero alumni, they should be welcomed back during vacations and school breaks. They'll be pre trained and capable of filling scheduled hours immediately.
Create an environment that nurtures and cares for your team members individual needs. This keeps them around for a long time.
Party Heroes should standout with energy, enthusiasm, show genuine care and wear a "teeth and eyes" smile, all the time. Their uniform should be unique with a zany hat, that promotes fun.
Encourage Party Heroes to exercise their outstanding and creative personalities, allowing them to excel amongst your team and stand far above your competitor's team. They will become your unique competitive advantage.
Treat Party Heroes as your most elite team members. They alone can influence 25 - 60% or more of your business's revenue.

As your birthday parties climb up the experiential ladder, the human interaction and humanity of your Host/Coach/Party Professionals will be the crucial element. This level of success goes far beyond the "business" of birthday parties and into the depths of humanity. Few have attempted and even less have realized the power of it's potential. Get out of the box! Deliver an impossible promise, something that no one has even thought of. The returns will be overwhelming.

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