SPRING2015
15
ON THE FRONT LINE
CUSTOMER SERVICE
DOs
Affiliate with a respected referee training partner
Appoint a head referee to answer questions and clarify
policies
Create a standard set of rules, based on your game's
brand
Certify your referees annually and make sure they are
familiar with the indoor version of the game
Encourage periodic referee meetings
Treat referees like staff
Insist on professional appearance, including a referee
badge
Encourage cordial respect for players
Be deliberate with assignments, ensuring young
referees are in a position to succeed
Employ as few referees as possible to officiate all your
games
DON'Ts
Trust that the referees coming into your facility are
knowledgeable and well-trained
Retreat from player disciplinary policies and decisions
Defer to referees unfamiliar with your facility's values
Try to duplicate the "outdoor" experience, without the
intention of doing so
Waiver on what's in the best, long-term interest of
your business
Treat referess like outsiders
Allow referees to choose their own attire or dress
differently from each other
Allow too rigid a demeanor or detachment from
players and staff
Assign referees to games without consideration of
experience
