USIndoor's Official Magazine is a quarterly publication, dedicated to owners, managers, program administrators and other professionals, startups and providers involved with indoor recreational sports facilities.
Issue link: http://read.uberflip.com/i/54729
staff to know–in my opinion, as an owner and manager–I'm experienced with what I'm trying to develop in them." In other words, Matt models customer service for his employees. He would have never been the kind of restaurant manager, for example, who was unable to deliver food to a table for a waiter or waitress because he didn't recognize the entrees or know the table numbers. He is much more familiar with his business than that. Matt was the kind of restaurant manager who greeted the guests as soon as they walked in, knew their names and what they liked to drink. His management philosophy was reaffirmed at USIndoor's Facility Operators Conference in Orlando, when Matt attended Jim Cline's educational breakout session called "Maximizing Human Capital." (Although it was on the start-up track, Matt thought it looked interesting, and Jeff, the other owner who attended the Conference, was able to attend the sponsorship session for experienced operators that occurred simultaneously.) At Break Away Sports Center, staff members' schedules do not vary greatly throughout the season, so that they can get to know the regular customers. For example, if a customer has a game at 5 p.m. on Tuesdays, he will most likely encounter the same staff members every Tuesday evening he is at the facility. "Our customers feel comfortable enough with our staff to approach them with feedback, both positive and negative. We want to know our customers. We want to be able to say, 'Hi, Jim. How ya doin'?' like on the T.V. show Cheers." Again, Matt can draw upon his restaurant experience and apply his previous success in customer service to operating an indoor sports facility. "Being a bartender, you got to know people–when they came in, something about their family." The staff at Break Away Sports creates an atmosphere "where everybody knows your name" and makes their customers feel welcome. In his session, Jim Cline discussed the importance of every staff member to the overall function of the business, from the person who picks up the trash, to the soccer coach, to the General Manager. "After the Conference, we had a staff meeting to show everybody the big picture of running our business. We started revamping our employee manuals. Our staff has a reason to be proud. We are providing–whether it's an escape, or for fitness, or a social outlet–the opportunity for people to feel good." The managers at Break Away Sports encourage the entire staff to take pride in the atmosphere they create; it is their responsibility to be proud, as much as it is their responsibility 10