The Changing Face of Arcades

I have to admit that I’m a big kid at heart and still love going to the arcades.

I enjoy testing my skill at skee ball or basketball and trying my luck at Deal or No Deal, spin-the-wheel, or the coin drop machines. Sometimes I enjoy playing a trivia game with others or getting behind the wheel of a race car or snow mobile.

During my young life, I have seen arcades change as they embrace new technology.

The old fashioned quarter video games have been replaced with ones requiring tokens. Tokens, for the most part, seem to get stuck in the machines a lot less often. Plastic or paper cups are provided for the tokens.

Both tokens and cups make great souvenirs. 

Some arcades went a step further and allow payment using a customer loyalty rewards card that can not only be swiped at the game but can also be part of a larger program including coupons and promotions.

Kiosk machines can be found in several arcades where cards can be recharged, greatly reducing lines at the redemption desk and reducing the possibility of theft at the games.

Cards also make great mementos.

Even the world of ticket redemption has evolved. In the past, tickets had to be saved until the desired amount was earned to receive a prize.

Today, many arcades allow tickets to be redeemed at “ticket eater” machines, some of which can store those balances on the card so they can be saved for a future visit. Others print a receipt that can also be saved. As a result, arcades now feature larger and more diverse prizes.

This change has eliminated the worry of losing tickets.

Not all ticket redemption changes have been customer friendly.  

Recently, I visited a small unstaffed arcade that features an automated redemption machine. It requires customers to insert tickets and select prizes. Signs inform guests to call an 800 number if they experience a malfunctioning game. Ironically, a few games already had “out of order” signs.

Most of us enjoy the human touch. We want assistance when a game breaks down or runs out of tickets. We may even want help as we purchase tokens and redeem prizes.

While former arcade owners have blamed their businesses’ failure due to home game systems, competition, and a weakening economy; they fail to admit that poor customer service and poor maintenance is sometimes what led to their demise.

Machines may help provide better customer service but they should never replace people. I encourage arcades to continue to find new ways to serve their guests. I applaud arcades that continually place customer service as their top priority.

Patch readers: Please share your most recent positive experience at an arcade in the tri-state area which includes Connecticut, Massachusetts, and Rhode Island.