Issue link: http://read.uberflip.com/i/726594
A s rink operators, we often get ourselves so deep in the woods that we can't see the forest for the trees. As a result, we often forget, overlook or just plain ignore a very important component of customer service: the appearance of our building and grounds. I think we can all agree that the old adage "You never get a second chance to make a first impression" is very true, but impressions about your business go well beyond the interaction between staff and your customers. The sights and smells will significantly affect your customers' first impressions well before they even speak to someone on your staff. You can have the friendliest staff in the world, but if your building and grounds aren't up to the same standard, you are going to have a very difficult time converting first-time customers into repeat customers. What does your rink say about you and your business? • We are professional (or not) • We are friendly (or not) • We are organized (or not) • We are clean (or not) • We are safe (or not) • We care (or do not) Best regards, — Jeff Theiler, Chief Operating Officer, Serving The American Rinks Opening ADDRESS Welcome from Jeff Theiler 12 / SEPTEMBER.OCTOBER.2016 RINKMAGAZINE.COM First Impressions THE OFFICIAL PUBLICATION OF STAR SEPTEMBER/OCTOBER 2016 // VOL. 19, NO. 5 RINKMAGAZINE.COM // INFO@RINKMAGAZINE.COM 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 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 Brandon Favre, Karli Seman, Annie Clemency A D S A L E S Bryan Nelson 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 : Elizabeth Boger 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 advance the ice rink industry through membership, world-class education, training, resources and events." 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 , E D U CAT I O N John Monteleone O F F I C E A S S I S T A N T Tom Wacker PUBLISHING PARTNER 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 proud partner with 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 Kelly Erickson, John Monteleone, Casey Murdough, Ian B. Storey, Jeff Theiler, Emily Zak 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, Brandon Favre, Annie Clemency When customers pull into the parking lot, do they see any of these things? • Broken pavement and/or curbs • Overgrown landscaping • Trash, beer cans, cigarette butts • Burned-out lights and/or signs • Faded or peeling exterior building paint If the exterior of your building doesn't turn off customers, how does the interior affect them? As they walk into the rink, do they see these? • Dirty floors and mats • Overflowing garbage cans • Tattered handwritten paper signs taped to walls and glass • Puck marks on walls and doors • Dirty and/or worn out tables and chairs • Drywall damage Do do they smell any of the following? • Garbage • Burned food • Sweaty hockey equipment • Stale, musty air Are they greeted with when they use the restroom? • Plugged and/or overflowing toilets, urinals, sinks • Empty toilet paper, soap, hand towel dispensers • Broken toilet partitions and doors • Odors