Issue link: https://read.uberflip.com/i/1184562
Risk management Insurance ONE OF THE MOST COMMON THREADS TO LAWSUITS AGAINST SKATING RINKS, and recreational facili- ties generally, is the customer who feels that he or she has been mistreated following an incident. Accidents happen. Injuries happen. Certainly, many plaintiffs (those who bring lawsuits) do not necessarily recognize these realities, but sometimes even they do. For those plaintiffs who start out understanding that injuries can happen, oftentimes the rea- son they ultimately decide to bring a lawsuit is because they feel that after the incident, the rink personnel failed to handle the situation properly. This is where proper training and supervi- sion plays a vital role in risk management. Rink employees who interact with customers are the front line soldiers of risk management. Skateguards, front desk at- tendants, managers-on-duty, and any other employees who may come into direct contact with customers must know how to handle people who have just suffered an unexpected injury. These customers are obviously not happy; they are often embar- rassed, and they have a tendency to become irritated. Employees who are properly trained can help to diffuse the situation, and in doing so, they may also help to avoid a potential lawsuit. The typical complaint is that after an injury, the staff does not react quickly enough or exhibit enough personal concern for the situation. Rink employees do not need to be paramedics or render first aid; they simply need to demonstrate a baseline level of attentiveness and concern. If a customer says she is injured, do not PHOTOS: RINK ARCHIVES 36 / NOVEMBER.DECEMBER.2019 USICERINKS.COM by CHARLES F. GFELLER Well-trained, friendly employees are the foot soldiers of risk management. , Smiling faces and a friendly demeanor go a long way to providing good customer service. Kill 'em with Kindness