Dave and Busters Inc.

Topics: Customer, Consultative selling, Customer service Pages: 5 (1819 words) Published: October 8, 1999
The need among Americans to be diverted in ever more imaginative ways -- through high-thrill parks, virtual reality arcades, and theme restaurants, plays right into the hands of Dave Corriveau and Buster Corley, co-founders and CEO’s of Dave and Busters. The duo’s 50,000 square foot complexes include pool hall, an eye popping, cutting edge midway arcade, a formal restaurant, a casual diner, a sports bar and a nightclub rolled into one sprawling complex. In business since 1990, this is a high energy, highly efficient operation that’s comparable to a Vegas extravaganza. As a matter of fact there are even “for fun” cashless blackjack tables, with fake $10,000 chips. Pricey, but not outrageous, and you get value for your money.

Founded in 1982, Dave and Busters in America’s leading upscale restaurant/entertainment concept and currently operates 17 locations across the United States. Dave and Busters aggressive domestic expansion plans continue with 6 additional 1999 openings slated for San Antonio, a second site in Atlanta, St Louis, Austin, Jacksonville, Florida, and Providence, Rhode Island. At least seven more Dave and Busters locations are scheduled to open across the United States in the year 2000. There are currently two Dave and Busters operating in the United Kingdom under licensing agreements with Bass Pic. The company also holds international licensing agreements for the Pacific rim as well as Western Europe.

On January 28, 1999 Dave and Busters Inc. announced estimated record revenues for fiscal year and 1998 of $180,000,000 versus $128,504,000 in 1997 for a 40% increase. The company reported that these increased revenues were a function of positive comparable store revenues and higher than expected volumes at new complexes.

This company focuses on quality and customer satisfaction. Their need to achieve goals beyond their measures is consistently shown in every aspect of the complex. They are also trying different ways to satisfy each age group. First of all, if you’re under 21 you must be accompanied by a parent or guardian that’s 25 or older. After 10:00 p.m. no one under 21 is allowed in. This is an advantage as well as a disadvantage for this company. The advantage is that they can draw in a certain type of crowd after 10:00 p.m., then the facility pretty much turns into a bar. The disadvantage is that there are many people that want to stay with their children after 10:00 p.m.. I believe the question that faces Dave and Busters is which segment is more profitable and how can they satisfy both segments.

Each part of the facility has it’s own distinct attitude. There’s a golf simulation section where customers can choose between 9 different upscale courses. They even sit in a clubhouse-like section when waiting for their next shot. The entire operation of the golf simulator is so successful it is necessary for the customer to make a tee time 1 to 2 days in advance.

If video games are more your style than you are in luck. Their “Midway” houses hundreds of state-of-the art video games. The game “Daytona USA” attracts tons of attention. Customers sit in a racer-like cockpit drivers seat and compete with other customers sitting aside them. There are video cameras that focus on each person’s facial expressions while driving and they are projected on a big screen TV above the game for everyone to watch! Their video games have something for everyone. If you have a certain interest, Dave and Busters has a state of the art video game for it!

As far as their customer satisfaction goes, they are #1. Say for instance your ready to go home for the night and before you step out of Dave and Busters you notice it’s raining. Well Dave and Busters has an answer for you. They have 2 covered golf carts that can hold about 15 people each. They will take you directly to your car, open an umbrella, and escort...
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