Rink

September/October 2019

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o not underestimate the importance of making sure your staff is educated on all that your rink has to offer. Educating staff in all areas of your business is vital throughout the season. Making sure they are up to snuff on programs being run at your rink is critical. A few weeks ago, my neighbor's 10-year-old daughter asked him if she could join the junior swim team this fall at a local pool. She had heard about it from a friend at school who was already registered. He jumped on the pool's website to find out what the program was all about. To his surprise, there was no information about this program, only information about swimming lessons, so he called the pool. He then went back onto the website to find a staff directory and contact information, but he only found one general email address and a Facebook page link. He sent an email to that address requesting information about the swim team and also sent a message on the Facebook page asking for someone to contact him. When he hadn't heard anything after two days, he stopped by the pool. The young lady he spoke with at the front desk was very pleasant and eager to help but had no idea what program he was talking about. She looked through a binder at the front desk, which apparently was supposed to have all their program information, but there was nothing about the junior swim team. She wrote down his phone number and email and put a note in the manager's mailbox. He left feeling frustrated, and not sure what to do next. The next day my neighbor received a call from the pool manager. She explained that the junior swim team wasn't a program run by the pool, it was run by an outside swim club that rents pool time and that is why there was no information on their website. But, had he gone to the "pool partners" page on their website and followed the link there to the club's website, he would've likely found the junior swim team information he was looking for. Needless to say, my neighbor was not impressed with the pool manager or the whole experience and he ended up finding another pool for his daughter to swim at. Educate your staff and make sure they are familiar with the ins and outs of all programs, ice time users and so forth. Your facility will be much better off because of it. Best regards, — Jeff Theiler, Chief Operating Officer, United States Ice Rink Association Opening ADDRESS Welcome from Jeff Theiler 14 / SEPTEMBER.OCTOBER.2019 USICERINKS.COM Does Your Staff Know Their Programs? Educating staff in all areas of your business is vital thoughout the season. THE OFFICIAL PUBLICATION OF THE UNITED STATES ICE RINK ASSOCIATION SEPTEMBER/OCTOBER 2019 // VOL. 22, NO. 5 USICERINKS.COM // INFO@USICERINKS.COM C E O Steve Farbman P R E S I D E N T James McEwen S E N I O R V I C E P R E S I D E N T David Jensen C O N T R O L L E R Mike Schwarz C R E AT I V E D I R E C T O R Rob Johnson A RT D I R E C T O R Mike DeArmond S E N I O R D E S I G N E R Brandon Favre D E S I G N E R S Kelsey Cherwinka, Melanie Schumacher A D S A L E S Bryan Nelson M A R K E T I N G & AC C O U N T M A NAG E R Jessica Disch E D I T O R S : Aaron Paitich, Jessi Pierce M A R K E T I N G C O O R D I NAT O R Elizabeth Boger RINK Magazine is the definitive business publication for professionals in the ice rink industry and is the leading source for information on facility management, operations and programming. PUBLISHING PARTNER 505 North Highway 169, Suite 100, Minneapolis, MN 55441 P H : (763) 595-0808 FA X : (763) 595-0016 E - M A I L : info@touchpointmedia.com W E B S I T E : touchpointmedia.com Mission: "To advance the ice rink industry through membership, world-class education, training, resources and events." C H I E F O P E R AT I N G O F F I C E R Jeff Theiler D I R E C T O R , E D U CAT I O N John Monteleone O F F I C E A S S I S T A N T Tom Wacker P H : ( 719) 538-1149 FA X : (719) 538-7838 E - M A I L : info@usicerinks.com W E B S I T E : usicerinks.com A P R O G R A M O F E D I T O R Aaron Paitich M A NAG I N G E D I T O R Jessi Pierce C O N T R I B U T I N G W R I T E R S Elizabeth Boger, Thomas Brunton, John Monteleone, Patrick Newkirk, Jeff Theiler E D I T O R I A L B OA R D Mike Bauer, T.C. Lewis, Craig Petersen, Ben Ruggles, Dave Wescott D E S I G N E R S Mike DeArmond, Brandon Favre, Kelsey Cherwinka, Melanie Schumacher D

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