Issue link: http://read.uberflip.com/i/564866
N ow that the summer is officially over and the hustle and bustle has returned to rinks across the country, let the fun begin! Your rink is now undoubtedly filled daily with customers young and old that have a passion for the same sports you do. Sometimes that passion goes over the top, but that is beside the point. These folks, your rink's life blood, enjoy going to the rink not only for their love of ice sports and skating, but also because there is something very unique about the ice rink experience compared to other sporting venues. When you go to a recreational ball field or gymnasium, you usually don't see the program administrators or the people who clean and maintain the field. You don't feel a connection to the facility. When people go to your rink, they get to interact with you and your staff, and enjoy that unique ice rink smell (OK maybe not all the time). These interactions must be consistently positive if you want long-term success. Many of your customers are at the rink almost as much as you are, and the rink has become their home away from home. The only way to keep your customers from moving to a new home is by treating them with respect and appreciation. I once read that the definition of customer service is "exceeding your customers expectations." Do you and your staff exceed expectations everyday? With that said, we hope to exceed your expectations with RINK Magazine every issue. If we don't, please let me know. We are always looking for people within our industry to provide fresh ideas for the magazine and to write interesting and educational articles. I would love to get your feedback, email me at jefft@starrinks.com. All the best, — Jeff Theiler Chief Operating Officer, Serving The American Rinks Opening ADDRESS Welcome from Jeff Theiler 12 / SEPTEMBER.OCTOBER.2015 RINKMAGAZINE.COM Do You and Your Staff Exceed Expectations Everyday? Many of your customers are at the rink almost as much as you are, and the rink has become their home away from home. THE OFFICIAL PUBLICATION OF STAR SEPTEMBER/OCTOBER 2015 // VOL. 18, NO. 5 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. Mission of STAR: "To be the premier national organization designed to foster the development, growth and success of ice skating rinks in the United States." 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 , M E M B E R S H I P Cory Portner D I R E C T O R , C R A P R O G R A M S John Monteleone PUBLISHING PARTNER RINKMAGAZINE.COM // INFO@RINKMAGAZINE.COM 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 P H : ( 719) 538-1149 FA X : (719) 538-1160 E - M A I L : info@starrinks.com W E B S I T E : starrinks.com | narce.com STAR is a program of USA Hockey and U.S. Figure Skating. 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 Jessi Pierce, Cory Portner, Jeff Theiler, Dennis Vander Schaaff, Mark Vaughan, Mark A. Vickers 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, Karli Seman, Julia Taborskaya 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 V I C E P R E S I D E N T, M A R K E T I N G & S T R AT E G I C D E V E L O P M E N T Pat Sullivan 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 D E S I G N E R S Karli Seman Julia Taborskaya Brandon Favre 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 Karl Anderson, Aaron Paitich, Jessi Pierce M A R K E T I N G C O O R D I NAT O R Grace Famestad M A R K E T I N G A N D AC C O U N T C O O R D I NAT O R Keri Nolan