Issue link: https://read.uberflip.com/i/1527035
USICERINKS.COM SEPTEMBER.OCTOBER.2024 / 41 More simply put, Learn to Skate USA offers the program as a tool, and it is up to the skating school staff to efficiently implement the use of this tool to cultivate a successful Learn to Skate USA program. Success is not only measured by the number of new customers that come into the rink but also through the ability of the staff to keep skaters interested so that they return for subsequent lessons. CUSTOMER SERVICE The key components of superior customer service relating directly to your group lesson program are the following: • Reliable and punctual classes that always start and end on time • Awareness of customer expectations and goals • Exceeding customer expectations • Teaching correct skating techniques • Communication about upcoming events, changes in the schedule and promotions • Listening to your customers and correcting misinformation or mistakes immediately • Fair price for services with the inclusion of public skating practice passes and free rental skates as a benefit of enrollment ORGANIZATION Keep class sizes to a recommended 10:1 ratio of skaters to instructor for all introductory levels and 7:1 for all preschool ages for added supervision and a 30-minute duration. If you need to have larger class sizes, then add a trained assistant for every two skaters above the recommended amount. Forty-five- minute classes are ideal for all levels above Basic 4 and specialty classes. Learn to Skate USA sessions can safely hold up to 80-120 people on the ice surface if space is managed correctly. Allow five minutes in between lesson times for staff to pick up their class rink side and drop them off again. This helps with congestion while allow- ing safe transportation of the skaters to their class zones. Have all staff members (instructors, assistants or volunteers) wear some type of identifiable jacket so customers know immediately who is on staff and where to turn if questions should arise. COMMUNICATION Keeping participants updated is very difficult and is often an area where the greatest pitfalls tend to occur. This obstacle can be overcome through information being listed on brightly colored flyers, posted in lobby areas, on the website, at the skate rental counter, included in email blasts or sent out via text message. Staffing the registration/welcome table each week with a knowledgeable employee or volunteer to answer questions is also helpful in keep- ing the lines of communication clear. Class registrations should be taken online, by phone or in person. Waiting lists are not recom- mended, but if one must be used, be sure to pro-rate the registration fee if the skater begins class after the session has started. In addition to class registration fees, charging a yearly program registration fee will help pay for annual membership dues, provide a little extra income for use in marketing campaigns or can be used to cover overhead expenses. Your website USICERINKS.COM SEPTEMBER.OCTOBER.2024 / 41 The best practices of successful Learn to Skate USA programs are comprised of four key ingredients: • Outstanding customer service– from registration to re-enrollment • Tremendous staff– well trained and customer-oriented • Creative and consistent programming– adds excitement and clarity • Rewards and recognition– where the key ingredient is fun! , Maintaining a 10:1 ratio of skaters to instructors (or 7:1 for preschool ages) ensures proper supervision and attention.