The first employee meeting Bowlmor had at my center the new manager straight out told the employees that their focus was to be how to bring money to the bottom line. There was no mention of serving the customers at all. The center was very profitable and looked good still GM and the FM were fired. Much of the Bowlmor management is clueless about mechanical/technical maintenance. They put a low priority on lane conditions. All of the centers that got new lane machines are going to be disappointed when they can't buy lane oil/cleaner for it. The biggest problem is Tom Shannon is in over his swollen head. To build 6 centers in prime locations for open play bowling and be profitable is one thing. To make 272 centers in random and not-so-prime locations profitable using the same business model is quite another matter. There is no cookie cutter solution and the changes he has made so far are going to bite him on the ass before he figures it out, if he ever does. Even if he realized his folly tomorrow it would be too late. He doesn't have management with enough knowledge of the business to focus on what needs to be changed. I've worked in the bowling business since I was 13. It is a shame to see what Tom Shannon is doing to it and people who work for him.
