Issue link: https://read.uberflip.com/i/1184562
USICERINKS.COM NOVEMBER.DECEMBER.2019 / 37 www.mayekawausa.com | info@mayekawausa.com M aye kaw a U S A S a l e s Re p r e s e n t a t i ve s M-series Reciprocating Compressor "The most efficient solution for ice rinks" •15% energy savings •Lower running costs •Minimal oil carry over •Improved ice quality argue the point; instead, ask whether the customer needs ice and/or an ambulance. All too often, plaintiffs later say that the rink personnel were rude and did not care; it is even common to hear plaintiffs say that the employees did not believe they were injured. Properly trained employees should not engage in a debate over whether an injury has occurred; they need to focus on helping the person and properly docu- menting the incident. Another source of discontent for plain- tiffs comes after skater-skater collisions. If two skaters collide, and one is injured, the injured party (or his family) will typically want to be provided with the name and contact number of the other skater. The injured party will usually ask the rink to get involved in securing this information and providing it to him or her. Rink employ- ees need to be prepared for this situation. If the rink makes the decision that it is not in the business of playing traffic cop, then its employees need to have a friendly, concise explanation for why they cannot provide the personal information of the other skater. If the message is delivered the proper way, then hopefully the injured party will understand and move on, or at least save the issue for a subsequent discus- sion with the manager, rather than become even more upset by the rink's lack of "care" under the circumstances. After someone is injured, the rink needs to show that it cares. After all—it does. Be courteous; show concern. Follow up with a call to the injured person the next day just to check in. Follow the Golden Rule— employees should treat injured custom- ers the way that they, themselves, would want to be treated. Be prepared to handle upset customers. Be prepared to diffuse a potentially argumentative scene. The front line risk management soldiers are the rink personnel who deal with customers. Make certain that they are ready for common situations, and they will do a better job protecting the facility. J