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FEC Arcade Operations & Staff Training Tips with David Pascoe – Podcast Episode 152
Audio Links: Apple | Spotify | Amazon Music | iHeart Radio | Pandora
Episode Description
On this episode of the Memory Makers Podcast, Russ is joined by David Pascoe, Business Development and Sales Executive at LAI Games. Drawing on over 15 years of industry experience—including servicing arcade machines across Walt Disney World properties and directing amusements and attractions for Andretti Karting & Games—David breaks down the essential balance between business analytics and guests’ emotional connection.
“What’s your vision for the end of your guest experience? You’re not selling a toy, you’re selling: ‘Mom and dad took me out Saturday for my birthday, and I won this plush or this toy.’ It’s connected to a memory.”
— David Pascoe
David reveals how venue owners reverse engineer the guest experience by focusing on the lingering feeling visitors have as they head for the door. He shares real-world guidance on understanding ticket values, managing the honeymoons of new location launches, and training frontline staff to become enthusiastic advocates for high-tech attractions like virtual reality.
Key Takeaways
- Reverse Engineer Guest Exit Impressions – Operators maximize return visits by designing final exit touchpoints around long-lasting emotional memories rather than mere physical prizes.
- Separate Ticket Values From Markup Metrics – Venue managers optimize redemption profitability by calculating true ticket value through cashless reports rather than confusing it with inventory markup.
- Train Staff as Experience Advocates – Operators drive attraction adoption by giving employees hands-on play time to test content and pitch recommendations directly to incoming guests.
- Allow New Data Time to Cook – Owners avoid premature operational adjustments by gathering a full six to eight weeks of continuous venue data before tweaking payout settings or floor layouts.
Join us at Amusement 360
The Amusement 360 Event (hosted by Action Lab Leadership and Creative Works) is the perfect place to learn the best strategies, connect with others in the industry, and create momentum in your business.
