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provided reviews prominently. Brightlocal conducted a study in 2017 that showed that 93 percent of consumers read online reviews of local companies prior to doing business with them. Te findings also conveyed that 89 percent of consumers were willing to read replies to reviews.


How do you stay in front of the curve


to exceed your guests’ expectations? Te balance comes with understanding why customers choose one rink over another and the margin each guest provides. If you really keep your guests in the center of your decisions, you’ll find that the financial value from those choices often will deliver quicker than you thought.


Magically changing the name of a


persona group doesn’t mean you’ll make them feel different. Your actions must be genuine. Your employees need to be trained to know what good service delivery looks like. For example, the act of simply holding the door for a guest or


offering to help carry some gear goes a long way toward making someone feel special.


Let’s flip that scenario and consider a


team or a league that is coming up on the end of the season and has not expressed


whether or not they are returning next season. Do you think it is easier to have a conversation with that coach or commissioner now or after the season is over? Engaging with existing customers will provide current


sentiment and


SPRING 2020


13


“They wil not remember what you said or what you did, but they wil remember how you made them fl.”


Maya Anlou


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