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square foot. I don't think
there's a sport that beats it.
It was something that I wanted to make sure
we got our arms around. I invited all the area
program directors and coaches for an open
forum just to hear them–hear why they left–
and ask what we could do to make it right."
That feedback was important. "It provided
the facility an opportunity to show customers
that we were open to change. I don't mind
criticism. The only way we can get better is
if you give me challenging feedback. If you tell
me everything's great, yet you're not coming
through the door, there's a problem."
What was also important was Joe actually
meeting with these members of the lacrosse
community–not talking on the phone or sending
emails, but communicating with them face-
to-face, so they could see he was sincerely
interested in making things right,
and that he truly believed that he could.
Another challenge the facility faced was
birthday parties. When Bucksmont and SFA
began their partnership, the facility averaged
three or four birthday parties a month; now it
averages 40. The value of birthday parties had
not been recognized. "It's little things like that;
when you get three or four of them, it becomes
