Full House Manual
About the Full House manual
How to keep your ice facility full and profitable
As a builder of ice sports facilities we have seen many recreation facilities come and go over the years. More facilities have failed due to poor marketing then poor management or programming.
Some facilities have lingered on the edge of solvency for years but have never truly prospered. Many of these failing arenas were built in areas with great demographics. On the other hand we have watched other facilities that have been built in non-traditional ice sports areas that have exceeded beyond all expectations.
The common thread that runs through all of the success stories is that these projects were driven by an individual or a group of individuals that have had a passion for great customer service and have truly understood the need for ongoing marketing and have implemented exceptional programming.
We feel that it is very important to do your homework long before you decide to build an ice rink. As with any business location, location, location is still one of the most important factors in the success of an ice skating facility. A professionally prepared feasibility study carried out by a company, which specializes in ice sports facilities, will start you off on a stable footing but then it is up to you to keep the door swinging.
EXCERPT
Customer Service
A recreation facility is the true essence of a customer service organization. People come to your location to have an enjoyable experience and there is a great deal you can do to enhance their experience. In order to have a world class service organization you are entirely dependent on your front line staff. It is the front line staff who is the purveyors of the service that your patrons will experience. It is the front line staff who will make it a great experience or a bad experience. Above all else, hire bright, cheerful people with great attitudes, train them well and empower them to make decisions that will have a positive impact on your customers.
The Disney Corporation exemplifies a prime example of exceptional customer service training. Even their ticket takers are trained for two weeks in the intricacies of receiving a diverse group of people through the front gate and it shows. Due to the high emphasis on training the staff at Disney are able to handle nearly any uncomfortable situation that can be thrown upon them. Problems can range from a highly stressed mother with a screaming baby and three tugging children to a drunk and obnoxious gate crasher claiming he has already paid. It is the courteous and helpful handling of the difficult situations that separate a good organization from a great organization.
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