Rink

May/June 2007 R I N K M A G A Z I N E 27 If a customer has a good experience in your program, they are likely to become a regular customer. FOR A GREAT GROUP LESSON: • Be on time • Keep all skaters moving • Give short, precise instruction • Break down all skills into easier steps • Positive feedback: find something that each skater does right • Deal with discipline issues immediately and tactfully • Be organized! Have all supplies, materials and lesson plans done ahead of time • Know your stuff! Know your business inside and out • Give rewards after class: stickers, tattoos, certificates, badges, kudos • Have fun, smile and enjoy what you are doing 10 TIPS U.S. FIGURE SKATING for a referral first. We all hate to waste time and money unnecessarily. Word of mouth carries more weight than most forms of advertising, and it costs you nothing! Ask around to find out what your reputation is around the community and what your customers are saying about you. One disgruntled voice can have a damaging effect on your business for years to come. Your business begins for the most part with your group lesson programs and public skating sessions. These programs are feeders to everything else within your facility for both the hockey and figure skating clubs. More importantly, it is where your reputation begins. Don't lose sight that your product is more complicated than selling good techniques on mohawks, crossovers and axels. It includes the little things like the way your lobby looks, tasty hot chocolate, friendly and available staff members to answer questions, quality skate rental, fun and interesting curriculums, and making each customer feel that the dollars they spend in your program are worth it. ★ Susi Wehrli is the Senior Director of Membership for U.S. Figure Skating. She can be reached at swehrli@usfigureskating.org if you would like more information about membership, skating programs or U.S. Figure Skating.

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