What Would You Do? -And Venting

First you should have camera's in the joint and a notice that this place is monitored by camera. Second once they started to destroy I would have said I'm sorry you need to leave and you are liable to pay for the damaged equipment.

You are the business owner and have the right to refuse service to ANYONE. BUT, I feel you should have a disclaimer posted in the waiver you have parents sign and on the walls. Along the lines that children are to be supervised and if they are destructive, will be asked to leave and not welcomed back. It is not unreasonable. You are losing customers because of this one group.
Posting the warning also gives you some legal backbone in the case that you actually do have to throw someone out.

You do not want to loose decent customers because of her and others like her...So I agree, you have every right to ask unruly clientele to leave...Perhaps, signs to that effect should posted or something..And with that said, she's complaining about the state tax? really? you shouldn't cover it for her and well perhaps she needs to move to another state ....but that's another story

As a business owner you have every right to ask unruly patrons to leave the premises, especially if they become destructive and/or are a danger or nuisance to others.
I would be more worried about the customers who left BECAUSE of these people. You don't want your business to get the reputation of not being a well run, safe place, especially with small children involved.
Are you a member of your local chamber of commerce, or any other small business owners' group? Maybe you could get some advice there. Good luck!

Put up a sign that reads:

We reserve the right to refuse to do business with anyone.

and

Owners will now charge a deposit to cover any danmages. Deposit will be returned in 10 business days if no damages occur.

No apologies, no excuses. If she comes back tell her you will have to charge her a deposit of $100 to cover any damages from the kids she brings.

Cheapskate won't be back.

I think that you, as an owner, have to decide how much is just too much when it comes to destructive behavior (and violent behavior) from kids. You need to step up and step in and quietly, privately speak to the parent/caregiver. Address the behaviors you are witnessing, ask them to please make sure their child/children cease those behaviors immediately and let them know that they will be asked to leave if they continue. Make this business policy, put it into the insurance waiver that they sign and place a sign with "House Rules" prominently at the cash register and in all playrooms.
Taking away the discount will not keep rude and destructive kids/parents out, just alienate the rest of the group. Put these rules in place and be ready the next time this woman or another just like her comes in with children who destroy your equipment or are violent with other children at your facility. Good luck!

this is your place of business. as the owner/manager, you are responsible for ALL your customers' comfort. as soon as people started leaving because of these people, you had every right to advise this group that they were being unruly and needed to tone it down. what happens at a movie theater, restaurant, or any other public place, when people are out of line? management gives them a warning- and then if it continues, they are asked to leave. you would have been perfectly within your rights.

one thing that i'd really encourage is for you to think about what it means to be "in charge". yes, you have a "fun" business, and a "fun" job - but being in charge is just like parenting. sometimes you have to be the bad guy, for the greater good. you will, at some point, have to be the "bad guy" with SOMEONE. maybe an employee you have to fire, maybe with customers that are obnoxious and unwelcome like these...if you have never been in charge before maybe this is new, but you will not do too great in the business world if you are just trying to be nice to everyone all the time. hang in there mama. next time they come in keep an eagle eye on them - and when it starts up again, give them a warning. and don't be afraid to lose THEIR business - in order to keep the better customers'.

I think that you need a thick skin. There are people who want everything for nothing. I work in customer service and every day there are people ranting about how dare we charge this or we're scamming them for that. Say, "Ma'am, this is the discounted rate. This is the state tax. I can give you a refund and you can go somewhere else, but I did give you a discount on the fee."

Something you might want to offer is a card where they come x times and get x off their next visit or a free child admission or something. That way they've invested in it vs just showed up once. People who don't like it won't be back 10 times.

You should also feel free to approach people and ask them to leave if their children are being destructive. If you notice people leaving when another group gets rowdy, you might want to ask them if they enjoyed their stay or ask if they'd fill out an online form. You can do a simple and free PollDaddy form if they want to be anonymous. It might help you figure out what policies you need.

And please don't let one or two bad customers turn you off. I don't think you should blacklist the group or the moms just yet, but you can change your overall policies to discourage them.

There will always be someone that skirts the rules. It stinks. Just do the best you can to not let those people ruin it for you or anybody else.

WOW, I am so sorry! but i know what your going through. My hubby an I ran a buisness for about 5 years. Currently looking for a bigger space. I had people like that DAILY!!! i got to the point i yelled back at one of them told them i didnt care if they didnt come back. I did say not so good words. and yes there was other customers in my store at this time. the people left, the customers in my store came over to me laughing saying how happy they was that i didnt let someone walk all over me. My husband an i call it the Wal-Mart mentality bc wal-mart will do whatever usually to make the customer happy. so people walk all over them. you know Trashy people. Well as far as the customer i did that too, the next day they came back into my store asked for me and told me how sorry they was that they treated me like that. and asked if they could shop in my store still. :) and they NEVER smarted off to me again!!!! and became a loyal customer. HAHA. Hope that helps

If things were broken and you lost patronage, sure, I would go ahead and apologize to the woman but state that things were broken by the children in her group and you had complaints. Then go ahead and tell her she is welcome back but she/the group will be charged for damages. I'll bet she won't come.

We go to playlands all the time (Pump It Up, Bounce U, McDonalds even) and I see signs all the time "Unruly and rude people WILL be asked to leave...as well as their kids :)". Try that.

Post strict rules, have everyone sign a waiver, have an area that you can speak to them softly in private, but hope to have a witness at the same time
(or camera) Yes, get cameras and mention it in the waiver so they are fully aware.
Be very business-like when speaking to the unruly, without emotion and don't
take anything personally. Don't let anyone know how to push your buttons
because some people are just plain bullies. It has nothing to do with you.
It is their problem. Lots of good luck to you. It is tough to start a new-business.
Just know, you are in a learning curve and if you have the passion, you WILL figure it out.

If other people were leaving because of them I would have let her know of she couldnt control her kids they would have to leave, without a refund. I would post something to that affect, along with a sign that says you are responsible for anything your children break. The best thing to do would be to just tell children to stop if they are getting out of control.

If her kids were truly as bad as it sounds, you would probably lose more customers by allowing her to come back. When I pay for a playcenter for my son, I expect management to make sure other kids are being respectful and safe. If you let her kids trash the place and terrorize other kids, you're going to lose a lot of other clientele.

I'll be blunt: that woman was horrible. Pure and simple. She was insulting you repeatedly. I would have offered "well, if you don't agree with the price, you are certainly welcome to go elsewhere, however, you may not stand here and insult me". Her kids likely take after her-- it would do them good to know that mom's rudeness is an affront and not something to emulate.

I personally avoid indoor playcenters precisely because of people like the woman and kids you describe. If it were me, I'd make some things easier for patrons, like having a clear list of posted rules and regulations, and then following up on them. You can have the children agree on the way in "I will be safe with my body and my words. I will be kind to children smaller than me and watch out for them." I have heard from friends about parents who are checked out, either socializing or on their phones/laptop--their kids run wild and cause problems and damage. Setting an expectation on the way in, and expecting that the family will agree, sets a tone that there is a level of supervision and 'acceptable behavior' expected.

Another way to 'weed out' the bad parties is to run your business like a gym. Have the parents fill out a 'membership form' (the fee can be the price of admission), much the way we have to fill out a form to rent from the local video store. Then, there's an account and corresponding number. If you like, you can add onto the membership agreement that the parents follow basic rules (tend to your kids, parents must supervise, etc.), the actions that will be taken for violating those rules, and let them know that they will be financially liable for damaged property. I'd also have the whole place on some sort of closed-circuit camera and record this; then you have something to back up your claims of damage. Make sure they show ID each time with their card and flag any account where the parents/children were violating the agreement. It's really Not That Hard to tend to our kids and ensure they are being safe if we aren't just 'dumping' them at the playcenter so we can check out.

I would make the playgroups an 'appointment' gathering, which means they arrive within a certain window of time and then they have a discount code specifically for that group, for that date.Then, they could arrange this online in advance. And then, only give discounts for those identified groups.

You will likely have some families who will be put off by this, however, I think that a lot of families will be glad that the place is managed more peaceably and will want to return. Empower your staff to report to you when they see something that's questionable (and make sure they know what to look for); be on the floor, remind the bigger kids to go slower around the little ones. You might even consider having times of the day which are for 5 and under, too.

Absolutely get cameras and record every day's activity. This not only records any damage done by your little customers; it also provides you with some evidence to potentially protect yourself and your business if someone later claims her child was hurt on your premises, or something else went on. Don't just buy any camera and nail it up - get some serious advice from a professional security company and be willing to pay for that advice. Also, you DO have a lawyer, right? You have gotten some kind of legal advice about how to set up and run this type of business? I'm just asking because if you have not -- you need to, so you understand the possible legalities involved. I certainly hope you have every parent sign a disclaimer form that says that injuries that take place in your facility are not the business's responsibility -- and that you have the right to ask ANYONE to leave at any tiime for any reason, period. Maybe you've done all this already, but if not -- you must, to protect yourself from potentially devastating lawsuits. It can indeed happen though it's not likely.

As for this lady, if she'd signed a disclaimer or (as someone suggested) had to sign a "membership" form, you would have her name and other information and could know who she was, so if she returns (and you're not there and another staffer is) you could flag her as a potential troublemaker with tiny troublemakers in tow.

I am unclear about the group rate situation today with this woman -- so a whole group was expected but only she and her three kids turned up , out of this expected larger group? Did the woman claim to be with the group, or did you just give her the discount to be nice, or did she demand it some other way? If she said she was with the group, I would absolutely contact the person who arranged the group rate with you and say, "I wanted to talk about today's rate for your group. I offered the group discount based on the fact I was informed that X people would turn up, but only one parent with three children turned up. I gave that person your group rate, but was disappointed that no one else from the group came today. Next time your group wants to come, please do call me, but without a minimum of number of X kids present from your group, the group rate will not apply." Use that minimum for all groups in the future, to be consistent. Do not mention this one woman's rudeness or her awful kids because that is not the group's issue and it will drive away other parents in that group who may be just fine.

If she turns up again, I would turn her away. She sounds like the type who would argue and threaten you over that, but if your disclaimer form says you have the right to ask anyone to leave (and the right to refuse service to anyone) she can't do anything about it.

I would have a sign that says "no refunds", BUT then I would have said "I don't offer refunds but with what you just said to me it's best to give you back your money so you don't have to stay here".

Please put up a sign about parents needing to discipline their unruly kids or they will be asked to leave.

Also maybe you can make it a habit to go up to parents and ask them how their visit is going. Also let them know you want their visit to be pleasant so let you know if you can do anything.

Don't let anyone push you around in your own business.

Like others have said, put up your rules. They are usually required by the insurance as well as waivers. And if you are expecting a group but only a few show up, make them wait until the whole group gets there or they pay full price. When the parents or kids get unruly, ask them to leave. Period. Put a sign saying there is no refund for behavior problems (bad wording here but I am sure you can understand what I mean). Visit other places and look at the signs they have up.

BTW, if I came into enough money, I would love to open a place for little ones to play as we really don;t have anything near me for them. THis is something I have thought about. Sometimes parents use these palces as sitters even if they stay with the kids. And sometimes, unfortunately, kids are let to run wild when not at home.

Post your rules of conduct where all can read them.
State that violators of the rules will be asked to leave and no refund will be offered.
Don't be shy about enforcing the rules.
There are too many laid back rude destroyer kids/familys that just ruin things and too often they are allowed to slide.
Ban them.
Your other customers will love you for it.

I wonder why you let them stay once you were aware that they were rowdy and breaking things. If you don't have rules posted, now is the time to do so. Include the info that you will ask those whose kids are rowdy, undisciplined and not following the rules to leave.

Because she was upset with the $1.50 I suggest that she won't return. But if she does, I'd keep careful watch after I'd handed her (and everyone who entered) a copy of what to expect in your place. That includes the rules and what will happen when they're violated.

You need a balance between niceness and sternness. Never put up with mistreatment of you or your facility. Why did you feel that you had to let them stay when other customers were leaving?

I think I would've nicely told her that is the price and if she didn't feel it was fair, you'd give her back her money and she could leave. Yes, that would make less in that group but you are the owner and can still give the rest the discount. You have to be assertive and take care of yourself and your business. Sounds like you went to the extreme in customer relations by letting her stay. Find a balance. The customer is not always right.

As you saw, you'll lose reasonable clients if you keep the misbehaving clients.

UGGHH! I am so sick and tired of bad apples! This woman sounds like the inconsiderate, uncaring people that are making me reconsider my rose colored glasses. You don't have to cater to her or her type. Houston is a big enough city that you can build a solid customer base without her $ (and as a bonus, you don't have to listen to her gripe about paying you to let HER kids trash your place!)

Put up the sign that Rev Ruby suggested and train your employees on how to tactfully ask customers to obey the rules or else risk ejection. My daughter works at a bounce house party place here in Tyler and she is responsible for the kids AND the equipment during her parties. She takes that responsibility seriously and will have repeat offenders sit out if they aren't following the rules. The most frustrating cases are the dads who decide the rules don't apply to them!

Hang in there and Good luck!

You need to state your facility "rules" at the entrance, and wherever it is visibly well seen. On a big board etc.

You need to state, your payment policies and facility rules, in a pamphlet too.. that you have at the main desk, and give it to anyone who is wanting to plan a party there etc.

You need to state, on a board in the facility, participant rules.
ie: no rough play, parent supervision always, no kids left without parent, etc. Or whatever else is important. And if there is damage to the facility, they are responsible or will be asked to leave etc.
When something is damaged by a kid or kids that you SAW for yourself or witnessed, take photos and document it.
Have a camera, AT your facility.
I assume the place is insured.

You need to state, that the INTRODUCTORY discount price is as such, and expires when, etc. AND that it includes, tax. Of course.

At all the kiddie venues I have been to... they ALL state, on a "cutesy" big BOARD posted on the walls... ALL the rules, of the facility. And they also have, pamphlets... which are displayed at the main desk or throughout the facility, so that patrons can just grab it and read it etc. You have to make these things, easily seen, and so that anyone can grab, a pamphlet or flier about your place. And the various pay packages are ALSO, in these pamphlets etc.

At the main desk and by the cashier... you state, on a visibly seen plaque, the costs and payment amounts that your venue charges.

And, get security cameras.
AND/or, personnel to man and manage, the visitors. Those personnel, need to ROAM the facility, too. And enforce the rules. You cannot be, the only one there, watching everything. You need, back up personnel.

When someone books a party there, you NEED to give them a contract, with the rules and payments stipulated and when payments/deposits are due, and you need to have them SIGN this. Before hand.

Per "discounts." I know you just opened and so are giving discounts. BUT... you need to STATE somewhere visibly seen in your facility, that this is an INTRODUCTORY limited time offered, discount. And state when this offer, ENDS.
Otherwise, you will be having people, coming in all the time, EXPECTING, discounts. Because so and so said, they, got a discount.

It's your business, do you know what 86 means?

You need to post rules of behavior and stick to them. If you're going to offer group rates but you want to use discretion about it, then post something such as "Ask Us About Our Group Rates." You have to decide how many children will constitute a "group." If one woman and three children makes up a "group" for a group rate, then how in the world are you going to make any money?

When you have a group take advantage of your group rates, you should have them sign a contract ahead of time. That way they can take any responsibility for damaged property caused by anyone in their group. You take a credit card number at the time they sign the contract so that all you have to do is charge it for the session and cost of damages, if any.

You don't have to post anything about being able to choose who to allow or disallow in your place of business. You're not a government property, you're a private business. That means that at any time, you can kick anyone out for any reason or no reason at all and they can't sue you for it.

"I'm sorry, but you have to leave now. Please don't come back."

I think that if you talk to the person who was calling to organize the group if she'd do you a favor. Ask her to keep an eye on things and see if she can spot which person in their group is breaking stuff. That you've noticed each time after they leave there are things broken. You can tell her that it could be one of the groups that are there also but you want to make sure.

Then keep an eye on that group. Posting your rules and stating that if kids break a toy or structure they will have to pay for it could deter this woman or it could start a ripple effect that will ruin your business. Trying to make the leader of the group understand that someone is breaking your items and to help you find out who could be an advantage.

What you need to do is post rules on your walls . You need to enforce the rules. If anyone disturbs other paying guests then they will be asked to leave. If your policy says groups get discounts then that's what you have to offer. Have your play enforcers on the floor at all times.

What work did you do previously? It doesn't sound like you worked in the customer service industry. I've worked in the restaurant business for 20 years and people are rude and unreasonable everyday. If you like working with children maybe you should consider a different way to incorporate that into another career.

Post your rules and stick with them. I would also ask for a deposit for groups and they can get their deposit back if they clean up behind themselves and don't destroy property. It would be nice if everybody operated by the same guidelines, but they don't so you have to protect your business and also insure that others will have the opportunity to enjoy a safe, clean and fully functional space.

You are a business owner and have the right to refuse service to anyone. I would start by posting your rules and stick with them. If the group leader contacts you again for another day you can politely mention to her that there were several complaints about a couple of parents in her group and that if it occurs again then they won't be allowed back but you are giving them another chance. This might cause the mother in charge to tame the children of the other moms bc she and the other moms will want to come back. Make sure your rules are posted and straight forward stating that any reckless behavior by parents or children will be asked to leave. This way other mothers may come up and complain about a child/parent acting up and allow you to remove them that way you don't lose other customers. one or 2 destructive moms/children are not worth losing 10 polite. I guarantee you if she was already complaining about the price she complains about other things and she may have been invited bc the other moms of that group felt they had to. You may have to be the bad guy but it's your place of business.