Communication
Open, timely and positive communication is an important factor in achieving the most positive outcome. Centers whose staff projected a negative message – “smoking bans will be the end of bowling!” – were more likely to report declines in bowling. Many of the successes shared by respondents revolved around early, encouraging and sympathetic
conversations with bowlers.

However, the study found a huge gap in what proprietors think they are saying and what bowlers state they are hearing. Seventy percent of proprietors said they have discussed bans/restrictions with bowlers and customers. Yet, 75% of the league bowlers said bowling center staff does not discuss smoking issues with them or other members of their
league. An additional 14% of the bowlers weren’t sure if the center staff had discussed smoking issues.

Keeping in mind the differences and similarities between smokers and non-smokers is important in both communications and promotions. The study asked both league bowlers and the proprietors how much they agreed with a series of statements. The following charts summarize the average response by the two groups. It is not an exhaustive list of issues but it reinforces the need to understand and accommodate the differences.

Sixteen percent of proprietors say they have done more advertising since the smoking ban/restriction was enacted. More than three-quarters (76%) say they have done the same amount. Proprietors who actively promoted their centers as non-smoking said they increased advertising more than those who did not (20% versus 9%). As in communications the preference of the proprietor was sometimes reflected in their commitment to advertising. Non-smoking proprietors indicated that they spent more on advertising compared to smokers – 18% versus 6%