When Ryan Porter, owner of Tamaroa, IL neighborhood favorite Porter’s Pub started thinking about switching to a new Terminal Operator for his gaming business, he had one priority in mind. “It’s simple,” says Porter. “Service.”
Porter’s Pub at a glance
| Business | Porter’s Pub, a neighborhood bar in Tamaroa, Illinois |
|---|---|
| Before | Four or five machines; one broken for a month; less attention after the Account Manager retired |
| The switch | A one-day process with hardly any downtime; Universal Gaming Group took care of everything |
| Today | All 6 machines allowed by Illinois law, with newer, updated games |
| Results | Higher numbers, more play and happier players |
| Service | Repairs in an hour or two; a quarterly performance review with the Account Manager |
Why Porter’s Pub chose Universal Gem (formerly Universal Gaming Group)
- Service first: machines are back up in an hour or two, not a month.
- An easy switch: one day, with hardly any downtime.
- A full gaming area: from four or five machines to all six allowed by law.
- Newer games: players play more, and profits went up.
- A partner, not just a vendor: a quarterly review of every machine and the overall income.
- Promises kept: “Everything they said was going to happen, happened.”
Thinking about switching your terminal operator?
Tell us about your location and we’ll tell you exactly what we can do for you.
Talk to our teamThe problem: service and profits started slipping
After several years with another company, Porter started seeing a decline in service, and profits.
“We had four or five machines. One of them was broken for a month and they never got it going again. That impacted our players, and our profits. Then, when our Account Manager retired, her replacement didn’t give us as much attention. It all sort of started going downhill from there.”
The switch: one day, hardly any downtime
After speaking with one of Universal Gaming Group’s Account Managers, Porter soon realized that it was a good time to make a switch.
“When we did go with them, everything they said was going to happen, happened. Switching was easy. It was a one day process, with hardly any downtime, quick and simple. They took care of everything.
The results: a full floor, newer games, higher profits
“We got newer, updated machines. Dave, our rep, said we were going to have all 6 machines as soon as we were able to by law, and we did. Our numbers have gone up. People have played more since we got more up-to-date games. I’m happy that we’re making more profit, and the players are happier playing the new machines.”
“Everything they said was going to happen, happened.”
Service: up and running in an hour or two
Aside from helping Porter’s Pub operate at full capacity, Porter says that regular maintenance has been a big factor in sticking with Universal Gaming Group.
“They’ve been great. In a perfect world, everything runs smoothly all the time. But these are machines, right? And sometimes machines break. When they do, we reach out and they’re here almost instantly and we’re up and running in an hour or two. And the guys that come out to do the work are super friendly, like they’ve known you forever. They come in and get their work done but they take time to visit with us.”
A partner that reviews the numbers every quarter
But it’s more than fixing things when they break, says Porter. He feels that he’s gained a true partner for his business.
“They pay attention to how the business is performing. Every quarter, our Account Manager sits down with us to review everything from top to bottom–from what machines are performing or underperforming, to our overall income and how we might do better. At the end of the day, if I need anything, our rep goes above and beyond to do anything for us, which I assume he does for everybody. They’re good people.”
Is it time to switch your terminal operator?
Porter’s Pub saw the signs before making the move. If two or more of these sound familiar, it’s worth a conversation:
- A broken machine stays down for days, not hours.
- Nobody sits down with you to review how each machine is performing.
- Your Account Manager changed and you get less attention than before.
- You have fewer machines than the law allows, or older games your players skip.
- Your gaming income is flat or falling, and nobody explains why.
Questions about switching operators
How long does it take to switch terminal operators?
For Porter’s Pub, the switch itself was a one-day process with hardly any downtime. When you can switch depends on the terms of your current agreement, which we review with you before anything changes.
Will my location lose gaming revenue during the switch?
We plan the changeover to keep downtime as short as possible. At Porter’s Pub, there was hardly any.
Can I switch before my current contract ends?
How many video gaming terminals can my business have?
Most licensed establishments in Illinois can have up to six video gaming terminals; Porter’s Pub now runs all six. Large truck stops are allowed more.
Also read: “Are You Leaving Money on the Table? 5 Questions Every Business Should Be Asking Their Terminal Operators.”
