Rink

24 R INK MAGAZ INE may/June 2008 "I received various answers, but the most common answer was the condition of our rental skates," said Theiler. "To confirm my staff 's feedback, I started asking customers about their public skating experience when they returned the rental skates. I kept a log of the feedback I received from our customers, and I reviewed it after a month. The most common comments from our public skating customers were 'your rental skates are not very comfortable' and "my feet hurt." According to industry experts, Theiler's situation is all too common in the rink industry. "Rental skates are such a crucial part of profitable rink management because quality rental skates are arguably the most important aspect of customer satisfaction for the recreational skating audience," says Dan Riegelman, vice president of Riedell Skate Company. "Providing them with skates that are old, dull or uncomfortable could cost you a casual customer—or a potential lifelong fan of the sport—forever." Theiler's rink opened in October 2003, and he was still using the original rental skate inventory. He has an ongoing rental skate maintenance program which includes sharpening, lace and footbed replacement as well as rivet, eyelet and hook replacement. "Prior to this staff and customer survey, I felt that our rental skates were in pretty good shape," said Theiler. "However, the fact was, our skates had been rented over 95,000 times since opening day and were reaching the end of their useful life. "Ten years ago, the average life was three to ten years, depending on whether it was a size six, used everyday, or a huge size 14, used only once a week," says Jerry Damschroder of Jackson Ultima Skates. "Today, rentals last longer because they are better maintained, built with moisture- resistant parts and better designed to fit the North American foot." Upgrading skates can be costly to facilities so there needs to be a plan in place. "I did not have enough money in my budget to replace all 500 pair of rental skates at once, so I started with replacing the skates that were in the worst condition," said Theiler. "I had my staff help me do an inspection of our entire rental skate inventory. Based on the overall condition of the boot and blade, we rated the skates as either acceptable, repair or replace." Once Theiler had a grasp of the number of skates that needed to be replaced, he started to research rental skate offerings from multiple manufacturers. He also solicited feedback from rink managers that have the rental skates in their rinks that he was interested in purchasing. Skates are key! Successful arenas have two things: the best ice, and the best skates with which to skate on that ice! If either of these two necessities are not of the best quality, many of the other dependent internal businesses will suffer as a result. Happy skaters are those who experience fun, which will allow growth, success and profits in: • Merchandise Sales • Rental Skate Cash Flow • Food Sales • Locker Rentals & Sales • Private Ice Rentals • Broomball Rentals & Sales • Hock ey In-House & Hockey Club Rentals • Figure Skating Club Growth & Sales • Coaches & Internal Employment - Jerry Damschroder "Today, rentals last longer because they are better maintained, built with moisture- resistant parts and better designed." ? are your Rentals a Wreck STAR PHOTO

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