Ep 11 - Jack Guarnieri: The Pinball Wizard of Customer Service
From yachts to private jets, wealthy people love toys that blend nostalgia with luxury—and few capture that thrill better than a high-tech, custom pinball machine! In this episode, Jonathan sits down with his good friend Jack Guarnieri, a pinball industry legend and founder of Jersey Jack Pinball. Jack shares his journey from teenage pinball mechanic to revolutionizing the industry with cutting-edge technology and a customer-first approach, creating the ultimate luxury entertainment for high-net-worth enthusiasts.
IN THIS EPISODE:
(00:00) Introduction
(02:50) Jack's unexpected entry into the pinball world at age 15
(05:00) The shift from arcade to home pinball sales
(07:40) Origin of Jersey Jack Pinball name
(12:11) Jack's customer service philosophy built a loyal following
(17:00) The Toys the Wealthy Crave
(20:21) Technological advancements transforming pinball into "playable artwork"
(23:05) Challenges with pinball awareness today
(25:00) How to contact Jack and Jersey Jack Pinball
(27:21) Recap of the episode with Jon and Amy
KEY TAKEAWAYS:
- Passion and adaptability are crucial for long-term success in niche luxury markets, especially when creating toys that the wealthy crave
- Identifying new markets (like home pinball sales) can lead to significant business opportunities
- Exceptional customer service can turn challenges into loyal customers and an extended "family"
- Embracing technological advancements can revitalize traditional products and industries
- Building a strong personal brand can become a valuable business asset
RESOURCE LINKS
Fusion Family Wealth - Website
GUEST BIOGRAPHY:
Founded in 2011 by amusement industry veteran Jack Guarnieri, Jersey Jack Pinball was born out of an enduring love for pinball and a vision to elevate the game to exciting new heights. With over 36 years of creative and technical experience, Jack saw an opportunity to honor pinball’s rich history while reimagining it for a modern audience.
Hand-built in America, each JJP machine is a masterpiece of craftsmanship, creativity, and ingenuity. With a team of legendary designers, artists, and programmers—pioneers who helped shape the golden age of pinball—we create games that redefine the experience through stunning visuals, groundbreaking technology, and rich, immersive gameplay. By pushing the boundaries of what’s possible while staying true to the game’s roots, we’ve not only raised the stakes for quality and creativity, but have also reignited the excitement of an American icon for players of all skill levels.
Please click below for important disclosure information. https://www.fusionfamilywealth.com/disclosures
ABOUT THE HOST: Jonathan is the President and CEO of Fusion Family Wealth, founded in 2013 to focus on behavioral finance and guide clients toward rational financial decisions. A sought-after speaker in wealth management, Jonathan previously held senior roles in tax and estate planning at Arthur Andersen. He has a BS in Finance, an MS in Taxation, and an MBA in Accounting. Based in Long Island, Jonathan is active in the local business community, supports causes like the Middle Market Alliance and Sunrise Day Camp, and enjoys boating with his family.