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W hat do great skating programs have in common? You know, the ones that attract custom- ers to our facilities, provide them with an exceptional experience and keep them coming back? Let's explore six key features of successful skating programs. Consider them a check- list of business practices for achieving your program's full potential and profitability. 1. Leadership Great leadership is at the core of a pro- gram's long-term success. The actions of a leader set the tone for all levels of the program: Skaters, staff, parents and public image. It is important to understand the difference between leadership and manage- ment. Managers manage tasks and transac- tions; leaders lead people and inspire them to achieve broader goals. Leaders also set and maintain the program's culture. Management and leadership skills overlap, and the best skating directors possess both. Traits of Great Leaders: They Lead by Example and display the behaviors and ethics expected from staff. They are Self-Aware, conscious of their strengths and weaknesses and the impact of their actions. They Set Clear Policies and Expectations. Great leaders are fair and consistent. Their actions match their words, inspiring trust and loyalty. They Lead with "Open Eyes." They seek feedback and keep a pulse on their program. They are not limited by the way things have been done before or the way other people do them. They Bring Out the Best in People. The influence of great leaders stems from their personal qualities and actions rather than their job title. These are the kinds of leaders people want to follow. 2. Strategic Planning Great programs do not happen accidentally. They are a result of careful planning and seizing opportunities. Strategic planning creates a road map for your program. It examines the big picture beyond day-to-day activities, defining where your program is going and how it intends to get there. Time invested in strategic planning saves time and hassle in the long run. Strategic Planning in 3 Steps: Define Your Mission. This is your orga- nization's fundamental purpose. It clarifies why your program exists and how you define success. Conduct a SWOT Analysis. With your staff, brainstorm your program's strengths, weaknesses, opportunities and threats. For a SWOT template, see the U.S. Figure Skating Director's Handbook: usfsa.org/Content/ BS-DirectorsHandbook.pdf. Set SMART Goals. Use your SWOT analysis to define goals for the season. Turn your opportunities into programs and use strengths to overcome weaknesses. The most effective goals are SMART: Specific, Measurable, Achievable, Relevant and Time-Sensitive. For example, "Introduce two new specialized programs for freestyle level skaters in January 2015." 3. Staffing Your coaching staff is the backbone of your skating program. Coaches have the most direct influence on the skaters' experience. They are also your best salespeople. 38 / NOVEMBER.DECEMBER.2014 RINKMAGAZINE.COM 6 Best Practices of Successful Skating Programs , Support your staff with positive reinforcement and resources REAL PROGRAMS Successful programs to consider adopting PHOTOS: COURTESY OF NORTHFIELD SKATING CENTER by CAREY TINKELENBERG A comprehensive checklist to achieve full program potential and profitability