Issue link: https://read.uberflip.com/i/374170
54 / SEPTEMBER.OCTOBER.2014 RINKMAGAZINE.COM PHOTO: RINK O nce upon a time, there was a rink manager who tried his best every day in everything that he did. He went out and hired the best staff and trained them in every facet of customer service. They knew how to answer the phone professionally, how to answer any question that might be asked and, most importantly, how to greet people when they came up to the front desk. Their eagerness and enthusiasm to help were evident. Cellphones were safely tucked in their pockets, with the ringers turned off, and their Facebook status changed to "At work, I'll talk to y'all later!" Every customer was met with a smile and eye contact. Glistening nametags were pinned to their immaculate staff shirts. The rink manager designed the very best brochures, with photographs that took people's breath away. His descriptive prose made the reader feel as if they had actually attended a public skate session and glided effortlessly around the rink on perfectly sharpened rental skates while feeling the breeze in their hair. His operations staff was handpicked — each member of his crew able to feel the ice conditions through their every pore. Automated computer systems simply confirmed what his staff already knew — humidity, dew point and ambient temperature were as near perfect as they could be. The ice was exactly 1" thick and perfectly level, a glass-like appearance to both the trained and untrained eye. His ice resurfacers, of which he had two, were lovingly maintained, each having the manufacturer's recommended annual maintenance performed every year since the machines had been delivered brand new. His operators performed a circle check with a religious-like fervor before ascending the steps to their lofty perch. Each and every time an ice resurface was in order, he confidently knew that a staff member, who had perfected his/her craft many years ago, had honed the blade beneath their seat. The rink had a parking lot that was clearly marked. Fire curbs were painted fire engine red, and customers understood that they could never leave their vehicles unattended in front of this emergency spot. His landscaping was meticulously maintained and ample parking for all was easy to find (though the visiting team parents could never find a spot). And the best part of all? The parking lot lights turned on at dusk — never dimming, never flickering — until sunrise the following day. His youth hockey association even paid their bills on time. They were happy to, since they never had their ice double booked. In fact, they never turned their ice back in, for every team had the exact time slot they wanted for the entire season, and the rink manager was very happy. And last but not least, his adult hockey league was comprised of the town's very best. They were model citizens to the last man and woman, each of whom played by the rules. No need for officials — just a guy to drop the puck. "We all have to work tomorrow," was what each would say as they toasted each other with sports drinks purchased from the lobby vending machines. Does it sound too good to be true? It doesn't have to be! We all have the chance to start this time of the year off with a bang, so pick one thing — or two, or three, or even four — and focus on them throughout the year, so that you, too, can have a fairy tale season! J "WE ALL HAVE TO WORK TOMORROW," WAS WHAT EACH WOULD SAY AS THEY TOASTED EACH OTHER WITH SPORTS DRINKS PURCHASED FROM THE LOBBY VENDING MACHINES. The Fairy Tale Season (And How It Can Come True) Final cut Lessons learned around the rink by JOHN MONTELEONE, CIRM