Episodios

  • Ep. 126 - Cultivating "Second Mile Service" at High 5 Exchange, AAMA FEC of the Year Finalist, with Jenny Emley

    Ep. 126 - Cultivating "Second Mile Service" at High 5 Exchange, AAMA FEC of the Year Finalist, with Jenny Emley
    Feb 25 2026
    On this special episode of the Memory Makers Podcast, Russ continues our special 4-part series featuring the finalists for the American Amusement Machine Association (AAMA) FEC of the Year award! We are next joined by Jenny Emley, one of the visionaries behind High 5 Exchange, who shares the heart behind their success, "Second Mile Service." This principle, inspired by Chick-fil-A, challenges team members to look past the basic requirements of their jobs to create a truly outstanding guest experience. "We really believe firmly in that second mile service. Teaching our team… you have to give them their food, you have to get them on their bowling lane. But what’s that second mile service? We want to show that amazing guest service and go that extra mile to make sure that their experience is outstanding and that they want to come back and that they feel valued." -Jenny Emley Jenny explains how they tailor each new location to the specific needs of the local community—like adding pickleball in Florida or a live music venue in North Texas—rather than sticking to a rigid, one-size-fits-all model.
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    29 m
  • Ep. 125 - Crafting a Culture of Service at Uptown Alley, AAMA FEC of the Year Finalist, with Chris Barton

    Ep. 125 - Crafting a Culture of Service at Uptown Alley, AAMA FEC of the Year Finalist, with Chris Barton
    Feb 18 2026
    On this special edition of the Memory Makers Podcast, Russ continues our special 4-part series featuring the finalists for the American Amusement Machine Association (AAMA) FEC of the Year award! We are joined next by Chris Barton, Assistant General Manager of Uptown Alley in Surprise, Arizona. Chris shares how this 60,000-square-foot powerhouse has evolved from a bowling-centric hub into a diverse entertainment destination. "The biggest thing that I believe sets us apart is service. I want my team to be able to tell me: What did you do today that the guest is going to remember tomorrow?" — Chris Barton, Uptown Alley We dive deep into the "entertainment arms race," the importance of scratch-kitchen dining, and why "hiring the person, not the resume" is the secret sauce to creating unforgettable guest memories. Whether you’re curious about navigating tech trends or building community ties, Chris offers a masterclass in staying relevant through humility and extreme ownership.
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    24 m
  • Ep. 124 - Inside Star Lanes Polaris, AAMA FEC of the Year Finalist, with Doug Mechling

    Ep. 124 - Inside Star Lanes Polaris, AAMA FEC of the Year Finalist, with Doug Mechling
    Feb 11 2026
    On this special episode of the Memory Makers Podcast, Russ kicks off a special 4-part series featuring the finalists for the American Amusement Machine Association (AAMA) FEC of the Year award! We first sit down with Doug Mechling, owner of Star Lanes Polaris in Columbus, Ohio. Doug takes us behind the scenes of their 35,000-square-foot facility, sharing how they transformed a former Circuit City into a premier bowling-anchored destination. "I think the best compliment we get is when people come in and ask, 'How long have you guys been here?' and we're 13 years old. If you walked into our place, you would have no way of knowing." — Doug Mechling Doug digs into how they have stayed relevant by mixing in high-tech hits like 501 Darts, but the fancy stuff only gets you so far. The real reason Star Lanes Polaris is a top-tier finalist is its obsession with the small, unglamorous details that stick with guests long after they leave.
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    31 m
  • Ep. 123 - How to Use AI to Boost Revenue ft. Laura Zorn of Bravoz

    Ep. 123 - How to Use AI to Boost Revenue ft. Laura Zorn of Bravoz
    Feb 4 2026
    On this edition of the Memory Makers Podcast, Russ sits down with Laura Zorn, owner of Bravoz Entertainment in Jacksonville, to discuss the practical and profitable integration of AI in family entertainment centers. Forget the "robot takeover" tropes, Laura explains how she’s using smart automation to solve the biggest headaches in the FEC world. From hitting an 80% close rate on birthday parties to reclaiming hours of staff time, Laura shares the exact blueprint she used to move her team away from the computer screen and back onto the floor with guests.
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    36 m
  • Ep. 122 - The Curt Cignetti Strategy for High Performance FEC Teams

    Ep. 122 - The Curt Cignetti Strategy for High Performance FEC Teams
    Jan 28 2026
    On this episode of the Memory Makers Podcast, Danny dives into the historic turnaround of Curt Cignetti and the Indiana Hoosiers and his strategy for high performance FEC teams. After decades as one of the losingest programs in college football, Coach Cignetti arrived in Bloomington and delivered a 16-0 perfect season and a national title by 2026. This isn't just a sports story; it is a masterclass in leadership. Danny explores how the "Cignetti Effect" applies directly to your Family Entertainment Center by translating Cignetti’s 3 pillars of success: Get the right people (and let the wrong ones go). Change the way your team thinks. Stick to a process and a standard. Are you ready to lead your venue like a championship coach?
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    14 m
  • Ep. 121 - Repeat Visits Aren’t Accidental featuring Craig Buster of Pinz LA

    Ep. 121 - Repeat Visits Aren’t Accidental featuring Craig Buster of Pinz LA
    Jan 21 2026
    In this edition of the Memory Makers Podcast, Russ sits down with industry veteran Craig Buster (COO of Pinz LA and former GM of Wild Island Coconut Bowl) to peel back the curtain on why repeat visits aren't accidental. Craig shares why the first and last five minutes of a visit are your most critical windows and explains how empowering your frontline staff can transform a customer complaint into a "win" for your culture. From the psychology of a confused guest to the power of high-fives and senior league brand ambassadors, this episode is a masterclass in the relationship business.
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    40 m
  • Ep. 120 - Why Your FEC Needs Zombie Loyalists

    Ep. 120 - Why Your FEC Needs Zombie Loyalists
    Jan 14 2026
    In this edition of the Memory Makers Podcast, Russ Van Natta talks all about why your FEC needs zombie loyalist. Utilizing Peter Shankman's book, Zombie Loyalist, Russ breaks down how small, obsessive acts of "surprise and delight" can transform your business. We aren't talking about expensive marketing gimmicks or massive capital investments. We’re talking about the power of the human connection: empowering your staff to go off-script, tailoring experiences so they feel bespoke rather than "cookie-cutter," and creating those "did that really just happen?" moments that guests can't help but share on social media. If you're looking for low-stakes, high-impact ways to make your center the talk of the town, this deep dive is for you.
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    19 m
  • Ep. 119 - Trends vs. Fads in Family Entertainment

    Ep. 119 - Trends vs. Fads in Family Entertainment
    Jan 7 2026
    In this episode of the Memory Makers Podcast, Russ and Danny dive into the evolving landscape of Family Entertainment Centers (FECs), exploring the crucial differences between short-term fads and long-term industry trends. From the rise of mixed reality and personalized guest data to the game-changing efficiencies of AI and hybrid revenue models, we provide a "tasting menu" of the innovations that will define the coming year. Whether you are an early adopter or a cautious operator, this episode helps you filter the noise and focus on the tools that create authentic guest engagement and sustainable ROI.
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    19 m