Issue link: https://read.uberflip.com/i/1527035
42 / SEPTEMBER.OCTOBER.2024 USICERINKS.COM should include all the information applicable for the entire year so participants may plan for each session and any special events such as competitions, exhibi- tions and ice shows. OFFER INCENTIVES/ SKATER REWARDS Every registered member receives a record book to track his or her progress with stickers after skill mastery. Have instructors sign the skaters' books following completion of the level and post a success chart at the rink for everyone to observe the prog- ress of the skaters in your program. Include a "Brag Board" for all the students who have passed either Basic 6 or Free Skate 6, or those that have advanced and graduated to your Aspire Program, figure skating club, Learn to Play program or speed skating club. Distribute report cards both midway and at the end of each session with comments about their performance, things they did really well and tips for improvement. Give encouragement stick- ers to the skaters for good effort, good behavior and a job well done. Give out the badges and certificates when they pass a level free of charge to the skaters. This is a nominal cost to your program but is invaluable to the partici- pants (plus free advertis- ing around town). STAFFING CONSIDERATIONS A successful Learn to Skate USA program requires a great deal of planning and organization. Hiring a qualified skating director is vital to the success of the program, as it is their responsibility to implement, oversee and coordinate the execution of activities included within the program offerings. Great skating directors not only possess an extensive skating back- ground and a thorough understanding of the program but are also capable of effectively designing, oversee- ing, promoting, marketing and overseeing all program operations. Learn to Skate USA offers a skating direc- tor evaluation form to use for an assessment tool. The director must also have strong interpersonal, administrative, organizational and customer service skills. They should be held accountable for the overall success of the program while striving toward building/maintaining strong relationships with all "next step" programs. SKATER RETENTION It has been proven that it costs far less to retain a cur- rent skater than to recruit a new one. Learn to Skate USA programs should aim for at the minimum of a 60 percent retention rate (six out of 10 current skaters sign up for the next set of lessons), with an 80 percent retention rate being considered excellent. Monitoring your retention rates from session to session will pro- vide useful insight as to why skaters may decide to stop skating. Often the reasons children may decide to stop skating include the challenge of a particular level, having to work with certain instructors, lack of enjoyment or simply a loss of motivation to continue. Offer "booster" lessons on public skating to assist skaters with a difficult skill, as those extra five minutes of personal attention may make all the difference in that person's success and continued skating. Giving your customers a simple survey at the conclusion of each session and following up on their responses not only makes them aware that you have read their sur- veys but also that you appreciate their time spent in giving feed- back. Program evalu- ations should include questions such as "Would you (the par- ent) recommend this program to peers? Why or why not?" Knowing how your program is perceived helps boost your retention and gives you the ability to correct or modify any issues. Directly contacting parents of skaters who did not re-enroll to ask what contributed to their decision will benefit the program as well. Bottom line: Learn to Skate USA is a business that provides a service. How you treat your customers is vital toward your eventual success and can be easily achieved when one strives to deliver services in the most effi- cient and fun manner possible. For more information about Learn to Skate USA, enhancing your program, instructor training oppor- tunities and booking special events, please reach out to memberservices@learntoskateusa.com. J 42 / SEPTEMBER.OCTOBER.2024 USICERINKS.COM , Rewards like badges, stickers and certificates gives skaters a sense of accomplishment that will keep them coming back. PHOTOS: LEARN TO SKATE USA