MONTHLY BOARD MEMBER UPDATE
By Jordan Hirman
As we start a new year and we move further into the heart of the season, I want to stress the importance of not losing sight of the big picture. We can all get caught up on our routine daily activities that need to get done. But I would like to take a minute and touch on a few simple tasks that can be done to make your facility stand out from the rest.
Curb appeal is the first thing your customer’s see when they pull up to your facility. Make a point to take a walk around your facility and pick up the trash that accumulates. Make sure all exterior lights are functional, sidewalks are swept/shoveled, and all cigarette butts are picked up. Remember, you only get one chance to make a first impression.
Customer service is a staple of any great facility. Take a minute to stress the importance to all staff, to greet customers when they come into your facility and to make sure they have everything they need. This could be as simple as having locker room assignments posted and ready for the first hour of your ice. Showing them where you check out the key for the locker room. Direct them to where the locker rooms are located, where the concession stand is and where the restrooms are. By taking a minute to assist all customers, especially the first-time customer to your facility, this will set you apart and make them keep coming back.
Last but not least are your restrooms. Have a plan in place to make sure all your customers have a great experience when visiting your facility. Train all employees, all the way from Supervisors to Concession Stand staff of what you expect your restrooms to look like during any given day. Make sure all sinks, mirrors, toilets, and floors are clean. How many times has a good experience at a business, lead to a bad one once you visit their restrooms? Take a few minutes every hour to clean and stock all of your restrooms and show your customers that you take pride in a clean facility.
Remember that we are in the entertainment business. We provide customers with experiences when they play a game, use a meeting room, or take a skating lesson. Many of the little things we do every day will leave your customers with a good experience that will keep them coming back!
I wish all of you a Happy New Year and a great season ahead!
Cottage Grove Ice Arena
Member At Large