Issue link: https://read.uberflip.com/i/777717
"I asked these managers for their opinion of the customer service they have received from the manufacturer, if their skates were holding up and if their customers were happy with their rental skates," said Theiler. "My final decision criteria for choosing a rental skate manufacturer included: price, warranty, user opinion, style & look." Paul Opalinski, the President of American Athletic Shoe Co., offered this advice about choosing rental skates: "Rink managers should not be short-sighted when buying rental skates. It doesn't make economic sense to buy uncomfortable skates that will fall apart in a short period of time just because you get a good deal on them. I know rink managers always say they cannot afford quality rental skates, but the truth is they cannot afford not to have quality rentals in their inventory." "So far, we have replaced about one third of our rental skate inventory, and our customers have given us very positive feedback," says Theiler. "From this point forward I plan to budget for 100 pair of replacement rental skates each year so we do not run into this problem again." ★ 26 R INK MAGAZ INE may/June 2008 ? are your Rentals a Wreck Don't let your rentals wreck your business! Ice rinks have to compete with other venues for entertainment dollars, so it is very important that the customer have a fun, complaint- free experience. Not only will they become repeat customers, but they may bring their friends the next time. A fun experience starts with very comfortable, good-fitting rental skates in the customer's proper size. If the rink is out of certain sizes because they are waiting to be repaired, then you not only lose immediate revenue but most likely any future revenue from that customer. Remember, complaints travel much faster than compliments. - Paul Opalinski STAR PHOTO