Min, I think it'd benefit you enormously to put Eric through some basic customer service training.
Any complaint about pricing and money would become moot if waba were indeed a truly enjoyable experience every time we went. Rather than overpricing, it'd be well worth it. But honestly its marred by bad stories like marty waiting 3 hours for blazblue but eric was messing around on the job instead, or actually losing business because of one of your employees. That right there should be reason enough to crack down on the situation, the incentives are too great for a business man like you. As a matter of fact, I feel that people like me, marty, and jamaal are doing you a favor rather than being negative. As a fairly accurate representation of your target demographic, what we say is good or bad, enjoyable or not should help you create a better environment and attract new business and keep old business. I'm glad that you said you take our complaints seriously, and that's definitely the first step. However, that doesn't mean you should justify an employees actions if they truly upset a customer within reason. There's no reason to defend eric because "oh i know he has an attitude but..." You say you take it seriously but then you really don't because I personally don't feel like any issue has been addressed (at least from the information you are giving us). And asking us to take it up privately doesn't really solve anything either. Our complaints aren't private case by case problems, they represent other larger issues.
The problem is that you don't even realize the amount of times waba will come up in a conversation between any one of us as something to do that day, and promptly passed over because we don't feel like it's worth it.
Some businesses would kill to have the kind of market research that's available to you just by logging into smashboards.
I still disagree with charging to rent controllers, I remember when I was first told that I truly 100% believed it was a joke. I couldn't even fathom an establishment like waba asking for money to rent controllers to play the games you've already paid to play. Even with the idea of it being passable because of the discount we get for all day passes, it just to me seems like some messed up strings attached nonsense. People know coming into waba what the door fee is (or they should). But there's nothing said about controller not included, so you can't expect everyone to be prepared for the extra charge (and we're talking about alot of young kids walking in with max 5 or 10 bucks in tow).
And I mean, lets be honest, what kind of extra charge are you incurring by letting us use the controllers? Wear and tear? That really shouldnt matter because I know for a fact that you guys have quite a collection going of stuff people leave from tournaments. Not to say that it's a terrible thing to do or anything, but just trying to point out that charging for the controllers is really little more than squeezing out more money rather than covering a cost.
