Also Inside: How to Market Your Facility to Tourists Small Town Ice Arenas of the Future Kids on Thin Ice

July/August 2003

Also Inside: How to Market Your Facility to Tourists Small Town Ice Arenas of the Future Kids on Thin Ice

volume 6, number 1 July/august 2003 contents Publisher Ice Skating Institute Small Town Ice Arenas of the July/August 2003 Editor Future...... 14 Dianne Powell by Jack Vivian, Ph.D.

Editorial Advisors Peter Martell Kids on Thin Ice...... 16 Patti Feeney by Lynn Loar, Ph.D, LCSW

Print Production and Advertising Sales Manager How to Market Your Facility to Tourists . . . . . 18 Carol Jackson by Susan Snyder-Davis

Art Director Cindy Winn Livingston Business Auto Insurance Coverage ...... 21 by Charles H. Cox Contributors Jack Vivian, Ph.D. 44th Annual ISI Conference and Lynn Loar, Pd.D., LCSW Susan Snyder-Davis Trade Show a Grand Success ...... 22 Charles H. Cox by Dianne Powell Kathy Toon Andy Deyo Also Inside How to Market Your Facility to Tourist ISI Awards Recognize Outstanding Small Town Ice Arenas of the Futur Kids on Thin Ic Contributors...... 26 The ISI EDGE (USPS 017-078, by Dianne Powell ISSN 1522-4651) is published Cover photos provided by David Sadlier and bimonthly; January/February, Dianne Powell March/April, May/June, Support from the Stands ...... 41 July/August, September/October, By Kathy Toon November/December; by the Ice Skating Institute, 17120 N. Dallas Pkwy., Ste. 140, Dallas, Customer Service Basics ...... 44 TX 75248-1187. Annual by Andy Deyo Subscription Rate is $24.00 per year. Periodicals postage paid at Dallas, TX, and at additional ALSO IN THIS ISSUE mailing offices.

POSTMASTER NOTE: Send ISI Launches New Electronic Communications Tools ...... 12 address changes to ISI EDGE, c/o The Ice Skating Institute, Refrigeration Plant Room Safety Tips ...... 20 17120 N. Dallas Pkwy., Ste. 140, Dallas, TX, 75248-1187. iAIM Executive Courses a Huge Success in Las Vegas ...... 28 Printed in the U.S.A. Adult Championships Team Entry Form ...... 30 Subscriptions available through membership only. Adult Championships Individual Entry Form ...... 32

©2003 by the Ice Skating Coaches Corner ...... 37 Institute. Reproduction in whole or in part is prohibited Classified Ads ...... 42 unless expressly authorized in writing by publisher. All rights Benefit on Ice ...... 46 reserved. Opinions expressed by contributors do not neces- sarily represent the views of the Ice Skating Institute, the publisher or the advertisers. DEPARTMENTS Submissions of manuscripts, CROSSCUTS News and Notes ...... 4 materials, photographs, and artwork are made at mailer’s CALENDAR ISI Endorsed Competitions, Shows/Exhibitions ...... 19 risk and must include self- ICE ARENA ASSOCIATIONS NEWS ...... 33 addressed envelope with suffi- cient postage for return. No ISIA EDUCATION FOUNDATION REPORT ...... 38 responsibility will be assumed GETTING CONNECTED ...... 42 for unsolicited materials. ISI reserves the right to edit mate- ADVERTISERS INDEX ...... 43 rial submitted for content and AND ANOTHER THING … Commentary ...... 43 space consideration. operated by Facility Management Cor- poration under a 25-year lease signed in 2002. The purpose of the consolidation is to eliminate redundancies while pre- serving services at skating rinks, parks Dedicated to providing leadership, and beaches. education, and services to the ice skating industry. FMC Renovates Rinks ice skating institute 17120 N. Dallas Parkway, Suite 140 Arena management firm Facility Man- Dallas, TX 75248-1187 CrossCuts Phone: (972) 735-8800 agement Corporation began major ren- Fax: (972) 735-8815 news and notes ovations at Asiaf Skating Rink in Brock- e-mail: [email protected] www.skateisi.org ton, MA, and the Veteran’s Skating Rink in Franklin, MA, in May. FMC is replac- isi international headquarters staff Maximum Solutions Announces ing existing concrete ice slabs with new Executive Director MaxMembership Peter Martell insulated concrete slabs and sub-floor Managing Director, defrost systems. The new slabs include Member Programs and Services Maximum Solutions, a leading provider an eight-inch compacted sand bed con- Patti Feeney of software to the ice arena industry, has Controller taining a subsurface heating circuit to Karen Schaffer announced its latest addition to the maintain above freezing earth tempera- Membership Coordinator MaxEnterprise family of products: ture under the floor. On top of the sub- Kimberley Russelle MaxMembership. MaxMembership joins Editor floor will be a four-inch layer of high- Dianne Powell the previously announced MaxFacility, density foam, and a new piping system Advertising Sales and MaxRegistration, MaxSchedule and Max- will be installed on top of the insulation. Print Production Manager POS/Inventory to create MaxEnterprise, Toping off the floor will be a new six- Carol Jackson a comprehensive, easy to use, integrated National Events Coordinator and inch steel-reinforced, non-shrinking con- Skating Program Director software solution for the recreation crete slab designed to withstand 5,000 Lynn Roseberry industry. Maximum Solutions has over pounds per square inch. Administrative Assistant 600 customers in 42 states and nine Kathy Chase Art Director provinces in North America and has FMC will also install new refrigeration Cindy Winn Livingston been providing software solutions to the systems, desiccant dehumidifiers, and Information Services Coordinator ice skating industry since 1994. Jeff Anderson infrared ice sensors in the ceiling over Sponsorship Sales Manager the ice to monitor the surface ice tem- Stuart Sedransky Suburban Arena Management perature. The chiller system will utilize Telephone 972-735-8800 to Conduct Feasibility Study non-CFC refrigerant for cooling and eth- ylene glycol circulating through the slab isi officers President Jim Lange The City of Midland, MI has hired Sub- as a secondary refrigerant. New galva- 1st Vice President Mike Paikin urban Arena Management, LLC, a divi- nized steel frame dasher systems with 2nd Vice President Gerry Hart sion of Suburban Sports Group, to con- plexiglass will be installed and monofil- Treasurer Jim Hartnett Secretary Margy Bennett duct a feasibility study to determine ament netting will extend from the top Immediate Past President Boyd Wietecter whether a new ice arena is needed. Sub- of the glass to the ceiling. urban will evaluate the cost of renovat- directors ing the existing building, the cost and Telescoping bleachers will be installed in District 1 Katy Hayden both facilities. The first row of bleachers District 2 Robyn Bentley design of a new two-sheet facility, and District 3 Richard Arenella the cost and design of a new three-sheet is a flex row that will provide over 14% District 4 Jeff Doucette facility. accessible seating. District 5 Shane Douglas District 6 Carol Burns District 7 Margy Bennett Navin Skating Rink Model for Veteran’s Skating Rink will reopen on District 8 Jimmie Santee August 17 and Asiaf Skating Rink is District 9 Dan Smith State-Owned Facilities District 10 Rebecca Anderson scheduled to reopen on August 25. District 11 Liz Folger District 12 Janise Jensen MA Governor Mitt Romney’s proposal to District 13 Bob Knoerl merge the Department of Environmen- John Wilson, MK Blades District 14 Paige Scott tal Management and the Metropolitan Introduce Parabolic Blade District 15 Donald Bartelson District 16 Cindy Solberg District Commission caused Environ- District 17 Jos Pronk mental Affairs Secretary Ellen Roy HD Sports, manufacturer of John Wilson District 18 Jean-Claude Detre Herzfelder to deem Navin Skating Rink and MK Blades, has introduced the Para- Hockey Spiro Giotis Builders & Suppliers Doug Peters “an example of an ideal state-owned rink bolic Blade designed to deliver smooth, Instructors David Santee serving figure skating clubs, youth hock- accurate turns and fast take-offs. The Par- Commercial Rinks Andy Deyo abolic design increases stability, allowing Public Rinks Al Tyldesley ey leagues, and the community through Schools, Colleges, Universities Vicki Korn open skate opportunities.” There are 244 skaters to be more centered on the blade. PSA Representative Gerry Lane MDC properties and 344 DEM properties The width is identical at both ends of the USFSA Representative Homer Hagedorn Lifetime Honorary Member Carol Zdziebko in the state. Navin, located in Marlbor- blade, but the blade’s edge tapers from ough, and is one of 13 DEM skating rinks the front of the blade, becoming nar- 4 the edge july/august 2003 rower at the blade’s center. The tapered newsletter and may appear in a national North America. For more information edge returns to its original width at the print advertisement. go to www.icerinkevents.com or call back of the blade. The Parabolic Blade 979-421-9497. technology, found on select John Wilson Ice Rink Events Installs Ice in and MK Blades distributed exclusively in Record Time ASTM Establishes Student North America by Riedell/HD Sports Memberships North America, is designed to improve Ice Rink Events, a Texas-based ISI Salchow, loop and axel jumps with faster builder/supplier company specializing in ASTM International, one of the largest take-offs and more precise landings. the installation of temporary ice surfaces, voluntary standards development orga- completed the practice ice facility for the nizations in the world has established a Riedell Launches New Web Site World Figure Skating Championships in new membership category for under- Design Washington D.C. in record time. The graduate and graduate-level students. installation crew of 10 professionals, The Student Membership category is free Riedell Skate Company’s newly designed two laborers and two forklift drivers, led to eligible students. web site (www.riedellskates.com) offers a by Don “Scooter” Mosher of Syracuse, user-friendly environment with a fresh NY, installed the system to permanent ASTM President James A. Thomas said, new look. The web site is organized into rink specifications in three days. Thirty ”Today’s college students are tomorrow’s Ice, Blades, and Care and Accessories sec- tons of sand were moved into the build- technical experts. By offering students tions. There’s also a dealer locator feature ing for the project. The NHL-sized rink’s membership in ASTM, we can help them that allows customers to search for the surface temperature was maintained at become knowledgeable in the subject of nearest Riedell skate dealer in their area. 26-degrees F, with the chiller operating standards before they find themselves New Riedell products and services are at 16-degrees F, utilizing a microproces- using standards in the workplace. The constantly updated. Users may also sor controlled by a TRANE 300-ton air knowledge will enhance their skills, search through a full selection of MK and cooled, self-contained unit on a trailer. jumpstart their careers, and give them a John Wilson Blades. Skaters are encour- Humidity was kept under 40% in the competitive advantage in both the tech- aged to submit stories detailing how convention center’s exhibit hall with nical and business world.” Riedell Skates helped them to “Be the a 30,000-cfm portable desiccant dehu- Best.” If selected, the skater may be pro- midification system. Ice Rink Events ASTM International provides a global filed in an upcoming issue of Riedell/HD provides permanent and temporary forum for the development and publica- Sports North America’s Chill Factor ice rink installations throughout tion of voluntary consensus standards

Continued on page 6...

the edge july/august 2003 5 ...Continued from page 5 for materials, products and services. For • F. Ritter Shumway Award – Doug civic centre and ice arena are on schedule more information on the ASTM Student Wilson for completion in late August or early Membership program, contact Lisa • Developmental Coaches – Mark September. Wellington at [email protected]. Mitchell and Peter Johansson • Sonja Henie Award – Janet Lynn • Lake George, NY – A ground breaking Burley’s Rink Supply Introduces • Gustave Lussi Award – Paul Wylie ceremony was held on April 28 for con- DynaScrub • Betty Berens Award – Norma Sahlin struction of a new trade show center and • Volunteers of the Year – Pierre Panayi Olympic-sized ice arena being construct- Cleaning dasher boards just got easier and Randy Winship ed by Lake George Venture Partners LLC. thanks to a patent pending innovation • Coach of the Year – Lynn Benson The trade show center will utilize being exclusively distributed in the U.S. • Honorary Member/Lifetime Achieve- 30,000–square-feet of space and the ice by Burley’s Rink Supply. The new ment Award – Janet Chapman arena will seat 600 people. DynaScrub system is driven by your existing resurfacer’s hydraulic system. Montgomery Wilson, Pierre Brunet, • Cudahy, WI – Ground was broken on Two hoses attach to the resurfacer’s Howard Nicholson and Sheldon Gal- April 30 for the new $25 million Power- hydraulic pressure line and return line. braith were inducted into PSA’s Coaches ade Iceport, one of the largest ice facili- The pressure line feeds the hydraulic Hall of Fame. ties in North America. The 210,000- fluid into the DynaScrub’s brush mecha- square-foot facility is scheduled to open nism; the rotating brush spins in con- in the summer of 2004. Powerade Ice- junction with the resurfacer’s throttle; Arena Openings port will house one Olympic-size rink and the return line sends the fluid back dedicated to figure skating, three NHL- through the system. Couplers for attach- • Milverton, ON, CN – After seven size rinks for hockey, and one rink dedi- ing the hoses are included with the years of planning, the new $4 million cated to year-round roller hockey. DynaScrub as is a standard floor scrub- Perth East Arena opened in Milverton in Amenities include a supervised study bing pad. The system can be used with March. Grand opening events included hall, large locker rooms, heated indoor any cleaning solution. Burley’s Rink Sup- auctions and appearances by the Stanley viewing suites, performance enhance- ply recommends a backpack sprayer for Cup. The new arena boasts an 85-by- ment center, concession area/sports bar, dispensing the cleaning solution onto 200-foot ice sheet, seating for 750 fans, internet café, X-Box gaming area, and the boards. six dressing rooms, and upstairs multi- Kidsport daycare. Powerade Iceport is purpose room, a meeting hall and con- designed by HOK. Staff members The DynaScrub comes with all the nec- cession stand. The ice surface is expected include Olympic gold medallist Oleg essary stainless steel hardware, and does to be ready in May and will operate year- Vassiliev as Director of the Competitive not require dismantling because the arm round. The old Milverton Arena is Figure Skating Program, Manon is in two pieces with a removable rotat- expected to be torn down and the land Rheaume (the first woman to play pro- ing brush section. Utilizing DynaScrub, likely sold for redevelopment. fessional hockey) as Director of the one person can clean a dasherboard sys- Girls Hockey Program, and Mike tem in three to four hours. It cleans • McCall, ID – The new $6.1 million McNeill and Carl Valimont (former boards up to five feet high. For more McCall Ice Rink and Event Center is NHL players) will head the Ice Hockey information or to order DynaScrub, call scheduled to open in early July. Program. Jill Herbst will run the facili- 1-800-428-7539 or go online to ty’s Learn-to-Skate and Synchronized www.burleys.com. • Weston, MA – The Rivers School’s Skating Programs. For more informa- new ice arena is scheduled to open this tion, visit www.poweradeicesport.com, summer. PSA Presents Annual Awards send e-mail to info@poweradeices- port.com or call 414-744-5026. • South Lake Tahoe, CA – The ice rink The Professional Skaters Association held at the new Heavenly Village Ski Resort is its 8th annual International Awards scheduled to open in December. Night on May 23, 2003 at the conclusion Arena Closings of the PSA Annual Conference. The Edu- cation and Dedication International New Construction • Clackamas, OR – The Clackamas awards, Edi’s, are named for the first pres- Town Center ice rink closed on April 20. ident of the PSA, coach Edi Scholdan, • Detroit, MI – Construction is slated The mall’s general manager cited the who died in the airplane crash of the for completion in the summer of 2004 mall rink’s inability to compete with World figure skating team in 1961. Edi’s on the 1.6- acre Campus Martius Park, a new, more modern rinks in the Portland- were presented to the following winners: revitalization project for downtown Vancouver area and increasing opera- • Action Photo of the Year – Krista Detroit. The urban green space will host tional expenses as reasons for the clos- Hicks Benson, photo of Michelle premier events and performances, ing. The number of ice arenas in the Kwan including live concerts, and will be trans- Portland area doubled in the past five • Synchronized Coaches of the Year – formed in the winter into a 7,800-square- years. Sherwood Ice Arena opened in Shannon Peterson and Holly Teets, foot outdoor ice skating rink, open from 2000. Mountain View Ice Arena, with Crystalettes November to March. More than $15 mil- two full-sized rinks, opened in Vancou- • Distinguished Judge – Ron Pfenning lion has been raised for the park. ver in 1998, and the Portland area also • Paul McGrath Choreography Award – has the Lloyd Center and the Valley Ice Tom Dickson • Sackville, NB, CN – Sackville’s new Arena in Beaverton. Continued on page 8... 6 the edge july/august 2003

...Continued from page 6 • Sackville, NB, CN –Mount Allison married on May 23, 2003 while in Las University’s Allison Gardens closed at Vegas for the ISI Conference and Trade Rink Rumblings the end of March, having provided ice Show. Robyn is head professional coach skating for the university and town at the Coach USA Center in Elmira, NY, EAST since 1947. and for the Binghamton Figure Skating Club in Binghamton, NY. Robyn is also • Bethlehem, PA – Investors and • Irmo, SC – Ice Land USA closed its President of Ice Hot Concepts, and Phil is Philadelphia Flyers officials say the three- doors in April due to financial problems. the arena manager of Lynch Rink at Cor- year wait to build a new $7.5 million Fly- The facility had been open two years. nell University in Ithaca, NY and the ers Skate Zone is over. The proposed equipment manager for the Cornell 68,000-square-foot, two-rink hockey and men’s varsity hockey team. ice skating facility is scheduled to be the Names in the first project to be built in the 160-acre Bethlehem Works shopping and recre- News ation district. Developers hope to open the new facility in November. • Park Ridge, IL – Congratulations to newly weds Cydele Knobbs and • Milton, MA – In response to the gov- Sasha Fadeev who got married while ernor’s plan to disband the Metropolitan in Las Vegas for the ISI Conference and District Commission and merge it with Trade Show. Cydele is the Skating the Department of Environmental Man- Director at Oakton Ice Arena in Park agement, Milton officials want to acquire Ridge where Sasha, a former World the state-owned Max Ulin ice skating Champion and member of the Soviet rink as a way to raise money. Milton’s Union’s 1984 Olympic team, is a pri- park commissioner proposes to open the vate lessons instructor. rink year-round and offer summer hock- ey leagues, camps and open skating. Mil- ton commissioners are using Canton as a

Photo by Dianne Powell Photo by model for their proposal. Canton leases Phil Graham and Robyn Bentley the Metropolis Ice Rink from the MDC for $1 a year and profits go back into the rink for improvements.

Obituaries • Swampscott, MA – Construction of a new high school has caused the demoli- • ISI was saddened to learn of the death tion of the area’s ice arena but a propos- of Catherine Lane, mother of ISI Board al has been put forth to build a new reg- member Gerry Lane, on April 26, 2003 ulation-size hockey rink with boys’ and at age 97. Our sympathy goes to the girls’ locker rooms and an after-school Lane family. “homework” area with Internet access. The proposed arena will be used for ice Photo by David Sadlier Photo by • ISI has received notice of the death of hockey and public skating for residents Cydele Knobbs and Sasha Fadeev Thomas Entwistle of Center Moriches, of Swampscott and Marblehead. Town NY. Tom lost his battle with liver cancer Meeting members took the first step in • McCall, ID – Mike Prior is the man- on April 23, 2003 at age 71 1/2. For over 50 May toward leasing part of Phillips Park ager of the new McCall Ice Rink and years, Tom was a hockey player, coach and to be used as a nonprofit ice rink and Event Center. official, having coached at Sports Plus at community center. The $3.5 million pro- Lake Grove, NY and The Rinx in Haup- posal calls for an 11,000-square-foot • Newark, DE – Congratulations to pauge, NY. He played in the Metropolitan recreation area and 16,500-square-foot Katie Doucette, daughter of ISI District Amateur Hockey League, the United States hockey rink. 4 Representative Jeffrey Doucette. A Senior Hockey League, the Metropolitan national talent search sponsored by the Senior League, Eastern Hockey League, • Hartford, CT – Developers envision Johns Hopkins University Center for Tal- Middle Atlantic League, the Garden State parking garages, a skating rink, a spe- ented Youth honored 10-year-old Katie, Hockey League and the Freeport Gentle- cialty food market, a small concert who recently graduated from fifth grade, man’s League. Tom’s passion for hockey mecca, and two apartment buildings for being one of Maryland’s top academ- spanned over 60 years. He was an ambas- for Adrian’s Landing. ic students. Katie also received the Presi- sador of the game at all levels. He was dent’s Award for Academic Excellence respected for his ability to be tough and • Southhampton, NY – A recently signed by President Bush. compassionate at the same time. He was released Parks and Recreation Master Plan preceded in death by his wife Evelyn and recommends major expansion of recre- • Lansing, NY – Congratulations to ISI is survived by his wife Barbara, daughters ational facilities over the next 15 years, District 2 Representative and ISIA Educa- Abigail Entwistle, ISI Associate member including the addition of ice arenas. tion Foundation Trustee Robyn Bent- Evelyn Entwistle Isbell (who is also a hock- ley and her husband Phil Graham on ey player, coach and official), and sons • Natick, MA – Initial bids to manage their recent wedding. The couple got Thomas, John and Kevin Entwistle. 30-year-old West Suburban Arena did Continued on page 10... 8 the edge july/august 2003

...Continued from page 8 not meet specifications. City officials • Monroeville, PA – The proposed foot building with eight locker rooms, a hope a revised bid request will net a new indoor ice rink addition to Olympic concessions area, retail pro shop and an rink manager. The city originally asked Swim and Health Club met with an out- 11,000-square-foot second floor to serve potential managers for at least $100,000 pouring of opposition from nearby resi- as a Farmers Branch conference center. a year in rent for five years and that the dents. Penn Hills Planning Department The upstairs area will overlook two NHL- manager complete projects to improve officials believe more parking spaces size rinks and will have four conference the rink. could eliminate most of the complaints. rooms and a sports bar. The Farmers Branch facility will be the sixth Dr Pep- • Kittanning, PA – Armstrong County • Uniondale, NY – Galaxy LI Associ- per StarCenter in the Dallas area with a commissioners have awarded a contract ates, a Manhattan-based real estate new Frisco center opening in July and the for a new heating and air conditioning group, is buying Long Island’s largest and Valley Ranch center set to close when the system for Belmont Ice Skating Complex. most prestigious office building, EAB Farmers Branch facility opens in summer Plaza. The complex includes two towers 2004. Other Dr Peppers StarCenters are in • Jamestown, NY – A local physician with 1.1 million square feet of offices and Duncanville, Euless and two in Plano. and medical group donated an automat- shops, a 60-foot cascading indoor water- ic external defibrillator to the Jamestown fall and an outdoor ice skating rink. MIDWEST Saving Bank Ice Arena. The arena’s man- agement staff has been trained to use the SOUTH • Minneapolis, MN – The glassed-in AED and will have it available in case of Depot Rink in the renovated Milwaukee an emergency. • Tallahassee, FL – Governor Jeb Bush Road train shed in downtown Min- proposes to use state conservation neapolis closed in May for six months so • Lewiston, ME – The Central Maine money to buy at least part of Florida’s renovations can be made to the rink’s Civic Center, built in 1958, is getting a oldest tourist attraction, Cypress Gar- cooling system. The rink’s sand floor is $2 million facelift. Renovations include dens, which closed in April. Environ- being replaced with concrete to allow totally reconfiguring the lobby and com- mentalists are eager to save the 16-acre operators to melt the ice in the summer mon area, increasing the size of the con- botanical gardens, home to 8,000 species and use the space for banquets, trade cessions area and pro shop, and increas- of plants from 90 countries, but oppose shows, exhibitions and special events. ing seating from 2,800 to 3,450, includ- the expenditure of millions of dollars to The facility is expected to reopen on ing 20 suspended luxury and press boxes save an ice skating rink, water slide and November 16. and up to 28 more to be added next year. other attractions in the 233-acre park Existing locker rooms are being renovat- that is twice the size of Disney’s Magic • Zion, IL – A Save the Rink committee ed and a new 1,200-square-foot locker Kingdom. is conducting fundraising efforts in an room with weight room added. The old effort to prevent the closing of Zion Ice slab will be removed and replaced with Arena. Park District officials say that new pipes, slab, boards and glass. The WEST 70% of the rink’s users live outside the renovations are being made in prepara- district and that if volunteers cannot tion for the relocation of a team from the • Camp Verde, AZ – The Camp Verde raise the money to replace the leaking Quebec Major Junior “A” league to Parks and Recreation Department has refrigeration system, the park board will Lewiston in the fall of 2003. This marks purchased the former Phoenix Roadrun- close the money-losing rink at the end of the first U.S. expansion for the League. ners ice hockey rink for $2,500 and plans the season next April. to convert it into a roller hockey arena. • Jamestown, NY – In its first six • Fairview Heights, IL – U.S. Ice Sports months of business, the Jamestown Sav- • Lake Arrowhead, CA – The Ice Castle Complex is on the auction block. Sealed ings Bank Ice Arena has expanded the International Training Center has been bids were due by June 11. The two-rink use of its facility by hosting the 2003 sold to Anthony Liu, a six-time Aus- complex with theater-style seating is Construction Trade Show and the U.S. tralian national champion who compet- home to local high school hockey teams, Boxing Association-sanctioned Tough ed in the 1998 and 2002 Winter hockey and figure skating clubs. The Man Competition. Other dry-floor Olympics. Liu is a native of China who owner is also selling his skating complex events are planned, including the Nature has been teaching and training at the in Chesterfield. Arts Festival in August. center for about two years. His purchase included the rink, an office and a house. INTERNATIONAL • Syracuse, NY – An ice storm on April The campground portion of the proper- 5 took out the electricity for the ty, with 25 cottages, a dormitory, pool, • Tel Aviv, Israel – A developer plans to Skaneateles Community Center for 30 and 72-room lodge sold separately and is build a $250 million mega-mall based on hours but the ice was not lost. The cen- being operated as Arrowhead Ranch Out- the U.S.’s largest shopping mall, Mall of ter’s voice mail system was destroyed by door Science School. America. The mall, to be located between a power surge and had to be replaced. Tel Aviv and Jerusalem, will have a the- SOUTHWEST ater complex, ice skating rink, entertain- • Ithaca, NY – Ithaca’s Common Coun- ment center, roller coaster, shops, restau- cil is considering closing the swimming • Dallas, TX – The Farmers Branch City rants and stores. pool and/or ice rink at Cass Park in 2004 Council unanimously approved an due to budget problems. The rink offers agreement with the Dallas Stars to build • Kingston, Jamaica – As part of a public skating and skating lessons and is a new Dr Pepper StarCenter in Farmers Downtown Redevelopment initiative, used by school and private hockey leagues. Branch. Plans call for a 95,000-square- the Ward Theatre Foundation is Continued on page 12... 10 the edge july/august 2003

...Continued from page 10 spearheading a restoration drive. The Sportsplex project that originally • Essex, ON – A proposal to twin Ward, which has been closed for five called for two sheets of ice has been Essex Memorial Arena is in limbo. years, was built in 1912 and func- scaled back to phase one plans for a Doubts have been raised about the tioned as Jamaica’s Carnegie Hall. A single-pad arena, walking track, fit- structural soundness of the 1,500-seat “Year of the Ward” celebration was ness centre, sports shop, canteen and facility built in 1960. launched in late April with ice-skating multipurpose rooms. A second sheet shows as part of the programming might be added in the future; how- May 9-11. For the shows, the theatre’s ever funding is the issue. The gov- stage was transformed into an ice rink ernment has only committed about with stars Christian Hendricks, a two- $4 million to the project and private time US National Champion, Russia’s fundraising has yet to make an Nadia Kova Sharp, a member of the impact on the project. Russian national Senior team, and Rob Ness and Laurie Welch Heath. • Leduc, AB – A proposed $20 mil- lion expansion of the Black Gold CANADA recreation centre has the unanimous approval of the Leduc City Council. Editor’s Note: “CrossCuts” is com- • Wilmot Township, ON – Land has been purchased for Wilmot Town- • Kitchener, ON – Sportsworld, an piled from press releases and pub- ship’s new recreation complex. A amusement park in Kitchener, plans lished reports. Submit information committee is looking at arenas in Mil- to add a hotel and twin-pad ice rink. verton, Wingham and the Hamilton The rink is scheduled to open in Sep- to Editor, ISI EDGE, 17120 N Dal- area to help in planning the new facil- tember 2004. las Pkwy, Suite 140, Dallas, TX ity that may eventually include a twin-ice pad arena, soccer fields, a • Vernon, BC – The Canadian Senior 75248-1187; fax to 972-735- gymnasium and auditorium and Men’s and Ladies’ Curling Champi- 8815; e-mail to [email protected]. maybe a swimming pool. onships will be held at the Vernon multiplex in 2004, a first-time event • Sydney, NS – The Millennim for the multiplex.

ISI Launches New Electronic Communications Tools

As part of our continued efforts to better communicate with members, ISI is adding THREE valuable new tools to its increasing arsenal of electronic communications.

• ISI Update is a timely communique e-mailed to the various segments of ISI’s membership (Administrative, Associate, Builder/Supplier). ISI Updates include everything from event information to rule changes to arena industry news alerts to vendor leads. ISI Updates are specifically targeted to mem- bership groups on a need-to-know basis.

• ISI Online is a new, condensed version of the ISI EDGE industry-leading magazine in electronic format, sent via e-mail. Initially we plan to deliver ISI Online bi-monthly in the months between ISI EDGE issues. If we find that there is pertinent news that needs to be communicated more frequently, we will increase the frequency.

• ISI Forums, a new discussion group site, will soon be added to the ISI web site: www.skateisi.org. These discussion forums are designed to provide ISI members the opportunity to post questions or raise issues of interest and receive answers/feedback from other members. Hopefully, the Forums will serve to provide a quick, efficient, and cost-effective means of information sharing among ISI members.

To be added to ISI’s e-mail address list so you receive the latest information in a timely manner and can par- ticipate in forum discussions, please send your name, ISI membership category and ISI number, zip code and current e-mail address to ISI at [email protected].

12 the edge july/august 2003

Small Town Ice Arenas of the Future by Jack Vivian, Ph.D.

Can small towns afford an ice arena? The answer to that question is being played out in a town of 25,000 people in Wooster, OH. The Alice Noble Ice Arena (ANIA) opened in August of 2002 and is pioneering a programming concept that allows smaller communities to have ice, indoor soccer, lacrosse and an event center in the same venue on the same floor. A similar plan was successful 17 years ago and offers promising possibilities for smaller communities in the future.

Small Market Demographics

Ice arena experts and theorists have long dictated a popula- tion of 60,000 to 70,000 (some put the number at 80,000 to 100,000) to properly utilize and support a single-surface ice arena. This means most small communities in America would have little chance of having a permanent, year-round indoor ice facility. The same conclusions could be made for indoor soccer/lacrosse/field-house facilities. Together, how- ever, they could provide full occupancy in the winter months, especially if they use the same venue.

The Concept

The author of this article began addressing the possibility of a multi-use sports facility in 1986 while managing an ice arena in Findley, OH, a town of 38,000 residents. The hock- ey and skating population could support three or four days per week of ice operation and the indoor soccer, lacrosse and flag football groups only utilized two or three days of field time. That’s when putting an artificial turf rug on top of the ice became a consideration.

While this was not a new concept, the manner of accom- plishing it makes the concept unique and affordable for com- munity arenas. Professional soccer and arena football are played indoors on top of ice arena floors with a wooden floor placed over the ice and artificial turf installed on top of the wooden floor. The cost of the floor, the cost of labor to install the floor, and the rug and storage space required rule out this

Covering the ice with an artificial turf rug turns an ice arena into a multi-use facility. 14 the edge july/august 2003 A conversion crew rolls out the rug and fastens it with Velcro strips. option for a small community-sized arena. That’s when the idea of putting a turf rug on the ice and freezing the joints to the ice became an option. Now, with the invention of Velcro fastener strips, freezing the joints is no longer necessary.

The Right Pioneer for the Concept

The ANIA was the dream of Alice and Don Noble who met and fell in love in an ice arena and continued to skate each year on their anniversary until well in their 70s. They dreamed of building an arena to benefit the youth of their community. Don Noble, 20 years the CEO of Rubbermaid, President of the Noble Foundation and a great visionary, donated the $5.5 million facility, named for his wife, to the local school system. Being an astute businessman, Don quickly realized the benefits of having a wide variety of pro- gramming. The programming model calls for ice skating and hockey Wednesday through Saturday each week, November to March, and soccer, lacrosse and flag football Sunday to Tuesday. Each activity has weekend dates for out-of-town league play. The turf is placed on the ice late Saturday night and taken off late Tuesday night. In the off-season, arena activities include hosting dry floor events, hockey spring leagues, learn-to-skate classes, and summer hockey, skating, lacrosse and soccer schools.

Conversion Process

Turf installation is accomplished with one forklift operator and five or six part-time employees in 90 to 120 minutes. Removal takes 45 to 60 minutes with the same size crew. Conversions are easier with the roll-back soccer dasher board goal sections designed and installed by Athletica/Crystaplex. By lifting two levers, the goal section rolls back from being regular dasher boards to being indoor soccer goals and back for indoor lacrosse or other field house activities. A forklift transports the turf onto the ice and the conversion crew rolls out the rug and fastens it with Velcro strips. During removal, the rugs are rolled, banded, taken off the ice and stored for reinstallation.

Win - Win

The benefits of this concept are obvious: increased participa- tion by patrons of all ages; increased revenues from ice, field rentals and ancillary sources of income, especially during win- ter months; and better utilization of a valuable community asset. However, the most important benefit may be the abili- ty to combine sufficient users to garner support for building and maintaining this unique facility in small-town America. the edge july/august 2003 15 Kids on Thin Ice

By Lynn Loar, Ph.D., LCSW

s a kid, I initially didn’t like skating. It didn’t come eas- 2. Don’t parents have a right to rear their children as they see fit? Par- ily to me, and I had ill-fitting skates, my parents having ents have a great deal of discretion in child rearing, but this Afollowed the disastrous but all-too-common advice of discretion stops short of willfully endangering, injuring or buying skates large enough for me to grow into. I stuck with it neglecting minors. Children are entitled to personal safety as because I adored my skating teacher. After a while, I began well as food, shelter, clothing, basic medical care and supervi- noticing kindred spirits, other kids who skated for a variety of sion. reasons besides the enjoyment of skating. It gave some kids something structured and disciplined to do in otherwise chaot- 3. What if the parent finds out I made the report? Although every ic lives. It gave other kids a safe and supervised activity with a practical attempt is made to keep the identity of the reporter caring and competent adult clearly in charge, and it gave kids confidential, parents do sometimes guess correctly who made from the most troubled families an alternative to the abuse, the report. If you are worried about retaliation or your safety, neglect or alcoholism at home. These kids were able to count you must ask yourself how safe the child is in this person’s care. on a responsible adult and be part of a group with a common Add your concerns about retaliation and safety to the infor- interest, getting from the coach and core students stability and mation you report. continuity, ongoing relationships and purposeful activity, in a safe, respectful atmosphere. 4. What if all I have is hearsay? You should report when you are reasonably suspicious. Child abuse and neglect most com- Skating coaches must keep in mind that child abuse and monly occur at home in private when nobody is looking. Eye- neglect are unfortunately common occurrences, and that trou- witness information is rare. Remember also that a child may bled children may seek refuge in an all-encompassing activity confide in you the woes of another child. If it sounds serious, like skating. The hard work and focus that skating requires and report it. The investigating social worker will assess and sort the attentive one-on-one relationship between pupil and coach out the second- and third-hand information received. may appeal greatly to children at risk. What Responsible Coaches and Arena Managers Should Do Responsible coaches care about the wellbeing of their students off the ice as well as on and should know how to get assistance Contact your local child abuse council, child protective or for an abused or neglected child. Although few athletic coach- other social service agency for a brief presentation on the es are aware of it, they are mandated reporters of suspected problem, reporting responsibilities and local resources. Ask child abuse and neglect. The law requires teachers, day care the speaker to bring a supply of child abuse reporting forms providers, youth recreation program staff (which includes skat- (each state has a slightly different one) and handouts, book- ing and other athletic coaches), health and mental health lets, lists of emergency numbers and local resources. Post the providers, among others, to alert the appropriate protective lists on the bulletin board in the arena. Just doing that will agency (child protective services, police or sheriff) if they rea- let troubled children know it’s OK to talk to somebody at the sonably suspect the abuse or neglect of a child (legally defined rink about the problem. as anybody under 18 years of age). Because people who work in responsible positions with children are mandated by law to If you suspect abuse or neglect, phone the Child Protec- report abuse or neglect, they have absolute immunity from suit tive Services agency (CPS) in the child’s county of resi- when reporting. Additionally, the identity of the reporter may dence. These and other emergency numbers are listed in not be given to the child’s family except by court order. the emergency/government/services sections of the phone book. As a mandated reporter (a person required by law to Despite the immunity and confidentiality afforded mandated report), you will also need to fill out the state form and reporters, people are often reluctant to report suspected child mail it to CPS within a limited time, typically 36 hours abuse or neglect for a number of reasons. Here are a few com- from the time of the phone call. monly voiced concerns: Employers of mandated reporters are required to inform employ- 1. What if I’m wrong? Won’t the children be removed and put into ees of the mandate, have them sign a statement saying they agree foster care? Making a report lets the protective agency know a to comply with the reporting law, and keep the signed statement responsible adult is worried about the safety of a child for a spe- in each employee’s personnel file. Sample forms are usually avail- cific reason. The report triggers an assessment by a social work- able in publications created by your state Department of Social er trained in evaluating allegations of abuse and neglect. What Services or Office of Child Abuse Prevention. follows depends on what the social worker can substantiate. Few children are removed from their homes and only in the Learn more through national, state and local agencies. most serious cases. Most of the children who are removed stay with relatives. Only a few children end up in foster care, and National resources: most foster homes (despite media coverage to the contrary) are • National Center on Child Abuse and Neglect (NCCAN); 800- pretty good. 394-3366; www.calib.com/nccanch 16 the edge july/august 2003 • Childhelp USA’s 24-hour hotline has hotline counselors and can provide local referrals; 800-4-A-Child (800-422-4453); www.childhelpusa.org • National Coalition Against Domestic Violence (NCADV); (303) 839-1852; www.ncadv.org

State Resources: State Department of Social Services New ISI Manuals Available County Resources: New Publication: ISI’s Programming • Child Protective Services Guide for Arena Managers, Skating and • Child Abuse Councils Hockey Directors is now available. This valu- • Parental Stress Hotlines able newly revised resource covers how to run • Other social service agencies ISI group class programs for hockey and recre- ational ice skating. It is filled with helpful tips Above all, create a positive and enjoyable learning experience and sample forms. Call ISI at 972-735-8800 to for your skaters in a safe setting supervised by responsible order. Cost: $20 plus shipping and handling. adults. Be prepared. Learn who to contact and how to make a report. If a child seems troubled, or you are worried, ask the The newly revised 2002-2003 editions of child how things are going. Since most families urge children Skaters and Coaches Handbook and Com- not to share dirty linen in public, you may need to ask several petitors Handbook are available. Call ISI to times before the child will open up to you. Also ask the child order a set with binder or to order the hand- what he/she would do to get help in an emergency. Make sure books individually. Both manuals are available the plan is practical. Above all, let the child know you care! in shrink-wrap for inserting in the binder (avail- able from ISI). All 2003 ISI competitions will be * Lynn Loar, Ph.D., LCSW, is a social worker specializing in child held in strict accordance with the rules in the abuse and neglect in the San Francisco Bay Area and an ice skating 2002-2003 Skaters and Coaches Handbook coach at the Winter Lodge in Palo Alto, CA where she runs a skat- and 2002-2003 Competitors Handbook. ing class for children with developmental disabilities and their fam- ilies. Lynn was positively influenced in her youth by skating coach Vera Cross. Lynn can be reached at [email protected].

the edge july/august 2003 17 How to Market Your Facility to Tourists

by Susan Snyder-Davis

Even though tourists may only warrant one visit 4.Be sure to spend time at your local airport to your facility compared to members of your looking for locations to leave your flyers. community, they are still a viable market segment to reach. The following is an overview of ways to 5.Most major cities and tourist areas have visitor reach tourists who visit your area. information centers. Don’t let your brochure be missing from this important location. 1.You’ll need to produce an attractive one panel, two- or three-fold brochure, preferably in two, 6.Most metropolitan areas have tourist publi- three-, or four-colors, that represents your cations. Plan to spend some money placing facility with photographs of happy guests display ads for your facility in these publica- enjoying your attractions along with lively tions. Make sure your facility receives editor- copy. You’ll also need a flyer promoting your ial coverage too. When you place an ad, be facility with a dollar-off coupon towards sure to have a press release ready with your admission. If you’re opposed to the idea of display ad for inclusion in the publication. offering a dollar off, perhaps you should con- Sometimes you can be in the local tourist sider raising your admission by a dollar and coupon book as well. then doing a big push on the dollar discount. 7.If your facility is located in a city where there 2.Visit restaurants in your area near hotels and is a convention and visitors’ bureau with major places where tourists frequent. Find out if you conventions business, you should schedule a can place an ad on their placemats or if they meeting with bureau representatives. There are have racks of activity brochures and if so, be several ways to promote your facility with this sure to include yours. Make frequent return group. Find out what conventions are sched- visits to replenish your materials. uled for the coming year and who the con- vention planners are. Contact these planners 3.Visit all the hotels in your area, especially several months prior to their convention and those near other major attractions, the air- find out if you can work with them in one of port, and other places tourists frequent. the following ways: 1) if you can provide your Place your brochures in all the hotels’ racks brochures in their convention registration with the other attraction brochures. Ask if packets as a location where convention dele- you can leave your dollar-off flyers near the gates’ families can go during their visit, and 2) check-in counter and at hotel restaurant reg- whether you can work with the convention isters. Check with each hotel to find out if planner on providing an activity at your facil- they distribute information in guest rooms ity for the delegates’ spouses and families to and if your flyers can be included. You may enjoy while the delegates are busy. Many con- want to work with the hotel manager on cre- vention planners provide alternative activities ating a co-produced activity kit for families. for delegates’ families along with convention The kit could include a coloring book, bal- activities. Why not make sure your facility is loons, a novelty item, your flyers, and hotel included on the agenda by providing a group promotional items. Also find out if hotels in activity for a day? your area play promotional videos in their guests’ rooms showcasing local tourist attrac- * Susan Snyder-Davis can be reached by contacting tions. If so, inquire how a video of your facil- Kids Marketing Factory at 317-894-8895 or send e- ity can be included. mail to [email protected].

18 the edge july/august 2003 CALENDAR ISI ENDORSED COMPETITIONS, SHOWS/EXHIBITIONS (Due to printing deadlines, events endorsed by ISI after June 6, 2003 are not listed.)

19-20 St Peters Rec Plex 23-24 Athletic Arts Academy 31-11/2 Yerba Buena Ice July 2003 Competitions St Peters MO Las Vegas NV Skating Center 2003 Summer Dais 3rd Annual ISI San Francisco CA 4-6 Ice Center @ San Get-a-Way ISI Open Competition Skate SF 2003 Mateo Competition 23-24 Pineville Ice House San Mateo CA 19 Pilgrim Skating Arena Pineville NC West Coast Hingham MA 3rd Annual Carolinas March 2004 Competitions Championships Annual Summer Showcase/Spotlight/ 4-6 Chaparral Ice Competition Basic Skills Comp 26-28 Ice Chalet Austin TX 19 Ice Arena - Mall of 24 Eastridge Ice Arena Knoxville TN The Texas Hill Memphis San Jose CA 35th Annual Country Memphis TN August Championship Mississippi Valley Independence Open Summer Sizzle 30-9/1 Kendall Ice Arena District Competition 5-6 Robert Crown Center 26-27 Stephen C West Ice Miami FL Evanston IL Arena 3rd Annual ISI Labor July 2003 Shows/Exhibitions 26th Annual July Breckenridge CO Day Challenge Open Competition ISI Breck Blast Skate 30 Center Ice of DuPage 11-12 HJ McDonald Fest Glen Ellyn IL 12-13 RDV Sportsplex Ice Memorial Center 3rd Annual “Chill Den Eagle River AK Out” ISI Team Orlando FL 2003 Summer Competition American Music Competition Through The Decades 11-12 Schwan’s Super Rink 12-12 The Garner Ice House Blaine MN September 2003 Competitions Garner NC Summer Sizzle Summer Sk8 12-13 Glacial Garden Exhibition Skating Arena 26-27 Ice Chalet - Palos Anaheim CA 28-8/2 Northbrook Park Verdes 9th Annual ISI Open Sports Center, Rolling Hills Est CA 12 Cabin John Ice Rink Twin Rinks Ice Rock ‘N Roll Summer Rockville MD Pavillion, Show 2nd Annual Summer Glenview Ice Skate Center 12-13 Taylor Sportsplex September 2003 Chicago IL Shows/Exhibitions Taylor MI Recreational Team TSX Summer Skating Championships Extravaganza 2003 12-14 Charles Moore 13 Park District of 18-20 Sherwood Ice Arena Arena Franklin Park Sherwood OR August 2003 Competitions Orleans MA Franklin Park IL “Summer Breeze” 2003 Adult Open House 19-20 Aerodrome Ice 9-10 Rink Side Sports Championships Skating Complex Gurnee IL 27 Westminster Ice Arena Sugar Land TX The Summer Chiller Westminster CA December 2003 Sweet Success 21-24 Ice Town La Jolla Westminster ISI Open Shows/Exhibitions Challenge 2003 San Diego CA 2003 District 15 2-4 Ice Chalet Championships Knoxville TN October 2003 Competitions The Nutcracker on Ice XVI 3-5 Arkansas Figure 6-7 Park District of Skating Association Franklin Park For additional Springdale AR Franklin Park IL calendar information, Ozark Invitational Holiday Recital 25-26 Winterland Skating 20-21 Yerba Buena Ice check ISI’s fabulous School Skating Center Rockland MA San Francisco CA NEW website at 17th Annual Holidaze 2003 www.skateisi.org Halloween Classic 31 Easy Street Ice Arena 25 Incredible Ice Simi Valley CA Coral Springs FL Winter Ice Show 4th Annual Incredible Challenge the edge july/august 2003 19 Refrigeration Plant Room Safety Tips

Do not operate any rotating equipment without the guards Keep the compressor room clean and the floor oil free. in place. Report all unsafe conditions to your supervisor. Lock out all electrical equipment when servicing. Check gas masks and fire extinguishers on a regular basis. Calibrate refrigerant leak detectors annually. Review maintenance requirement quarterly. In the event of a refrigerant leak, the alarm on the detector will sound. Fill out logbooks daily. • Do not enter a room full of refrigerant as it displaces oxygen. • Ensure that the exhaust fan is operating. Practice plant room rescue procedures annually and with • Observe the location of the leak from the outside door. all new staff. • If leak is very large, evacuate building. • After the room has been purged with fresh air, minor leaks Calibrate safety controls every year. can be repaired. • Use breathing apparatus and have assistance before enter- Replace relief valves every five years or per code ing room. requirement. • Phone an experienced refrigeration mechanic to make necessary repairs. * Reprinted from iAIM Arena Operations Refrigeration Mainte- nance Course, courtesy of Art Sutherland, President of Accent Update isolation valve charts as required and review with staff. Refrigeration Systems.

20 the edge july/august 2003 Business Auto Insurance Coverage by Charles H. Cox

he Business Auto Policy pro- their employment, the employer’s cies). This coverage can be purchased vides coverage for damages the and employee’s first available cover- on a primary basis and applies to Tinsured must legally pay for age for liability claims resulting from vehicles rented in the company’s because of bodily injury or property such use will be that which is avail- name. The cost to purchase such cov- damage caused to third parties by an able under the employee’s Personal erage from the rental agency can be accident resulting from the owner- Auto policy. If the limits are not suffi- $7 to $10 per day or more, making ship, maintenance or use of a covered cient, the employer’s Business Auto this Hired Auto Physical Damage cov- automobile. Coverage for damage policy will provide excess coverage erage a more cost effective alternative. caused to a covered automobile can above the Personal Auto policy for the also be provided by the Business Auto employer only, but no excess coverage Business Auto policies for companies Policy. will be available for the employee. In owning or leasing autos also provide order to provide that same excess pro- statutorily required coverages such as Businesses with owned or leased autos tection for employees using their per- Personal Injury Protection insurance must purchase automobile liability sonal autos in their employer’s busi- (PIP or “No-Fault) and Uninsured insurance. Sometimes overlooked, ness, an endorsement to the Business Motorists coverage. No Fault insur- however, is the need for liability cov- Auto Policy is necessary. ance covers drivers for their own pro- erage with respect to the maintenance tection and places limitations on or use of non-owned or hired automo- The Insurance Services Office has an their ability to sue another driver biles. A company can become liable endorsement called the Employees as who may have negligently injured for the maintenance or use of any Insureds endorsement (CA 99 33). them. This insurance typically automobile in the course of its busi- This endorsement amends the Who includes payments for medical ness, even if it doesn’t own or lease Is Insured provision to include, as expenses, lost wages, funeral expens- the automobile. Liability coverage is insureds, employees of the Named es and death benefits. Uninsured needed for automobiles rented by the Insured while they are using their Motorists Coverage provides a means company or owned or rented by own auto in the Named Insured’s to recover (from your own insurer) employees acting on behalf of the business or personal affairs. The pro- needed compensation for bodily company. Consequently, Non-Owned tection afforded to the employee by injury caused by uninsured drivers, and Hired Automobile Liability cover- this endorsement is excess over the including hit-and-run drivers. age is essential for all businesses. insurance provided to the employee in his or her own Personal Auto pol- State laws set minimum limits for The Business Auto policy’s Liability icy, which will apply on a primary these coverages, although higher lim- coverage protects the Named Insured basis. its are available. Nevertheless, if com- and anyone else while using a covered pany owned or leased automobiles are auto owned, hired or borrowed by the In addition to Liability coverage for used exclusively by employees acting Named Insured. Note, however, that owned or leased, non-owned and within the scope of the company’s no coverage is afforded to the owner hired autos, companies owning or business, paying for higher limits may or anyone else from whom the leasing autos will likely need to insure not be cost effective. Worker’s Com- Named Insured hires or borrows a them against loss from physical dam- pensation coverage will pay medical covered auto. In addition, no cover- age. Collision insurance will cover the expenses and lost wages resulting age applies to the Named Insured’s cost of repairs for damage done to a from employment related injuries; employee if that employee or a mem- company car in the event of an acci- such benefits will be paid before No- ber of his or her household owns the dental collision. Comprehensive Fault or Uninsured Motorists coverage covered auto. These restrictions leave insurance covers non-collision losses benefits are paid. Consequently, in employees to look solely to their own involving such things as theft, van- many cases, purchasing the state Personal Auto policy as the sole source dalism, fire, hail, etc. When purchas- mandated limits for these statutory of protection when driving their per- ing Comprehensive and Collision coverages may be a way to reduce sonal car on company business unless coverage, it typically applies to owned insurance costs. the company’s Business Auto policy is or specifically described autos. broadened by endorsement. * Charles H. Cox is President of Aldrich Physical Damage Coverage can, how- & Cox, an independent risk management When an employee uses his or her ever, be extended to cover hired autos and employee benefit consulting compa- personal auto within the scope of (those obtained through rental agen- ny in Buffalo, NY. the edge july/august 2003 21 44th Annual ISI Conference and Trade Show a Grand Success by Dianne Powell

he ISI 44th Annual Internation- ference and Trade Show. Attendance was al Conference and Trade Show, up from 2002 and positive attitudes and Theld at the MGM Grand Hotel cautious optimism prevailed. Recognizing and Casino in Las Vegas, NV, May 27- that our industry, like the rest of the econ- 29, 2003, was like a large family omy, has suffered, attendees filled the edu- reunion with hundreds of our favorite cational sessions in larger numbers than “relatives,” friends and significant usual in concerted efforts to learn from others. The event went off without a industry giants and knowledgeable peers. hitch, despite the absence of ISI Exec- utive Director Peter Martell, who was From Alaska to Florida, New sidelined in Dallas with viral pneu- York to Southern California, monia. A large banner stating “We first-time and seasoned atten- miss you, Peter. Get well soon” was dees flocked to Las Vegas for this annual signed by attendees and shipped back ISI educational highlight. Representatives to Dallas. from Hawaii and the Philippines were also present. Board and committee members From the Opening Ceremony to the met in pre-conference sessions to conduct Closing Party, fun, fellowship and the business of the Institute and the Ice learning highlighted the 2003 ISI Con- Arena Institute of Management (iAIM)

Patty Feeney, ISI Managing Director of Member Programs and Services, deliv- Scott Hamilton, spokesperson for the ISI Special Skater Program, worked with ered a State of the Institute address. attendees at a Special Skater Workshop.

Photos by David Sadlier. To see additional photos go to www.vegasphotographer.com/isi and www.vegasphotographer.com/isistudio54. 22 the edge july/august 2003 2003 ISI Conference Planning Committee and Sponsors

ISI gratefully acknowledges the hours of dedicated work that went into planning the 2003 Conference and Trade Show. The capable Conference Planning Committee chairs were Janice Forbes and Andy Richard Dwyer and ISIA Education Foundation trustee Jean Albrighton. Deyo. Dedicated committee members included: Dianne DeLeeuw, Randy Winship, Barb Yackel, Margy Bennett, Liz Folger, Al Tyldesley, Peter offered its first Certified Arena Executive courses on Mon- Martell and Patti Feeney. day, May 26. See “iAIM Executive Courses Huge Success in Las Vegas” on page 28 for details. Special thanks go to K&K Insurance and the ISIA Education Foundation for their assistance in spon- Special guests Scott Hamilton, spokesperson for the ISI Spe- soring the President’s Reception. ISI programs and cial Skater Program, and ever-debonair Richard Dwyer illu- services are made available through the support, minated and entertained with stories of their lives on the ice involvement and generosity of our individual, asso- and their work with ISI. A Special Skater Workshop attracted ciate, administrative and builder/supplier members. approximately 75 people interested in how to start, attract skaters and maintain a Special Skater Program. A well- planned Conference schedule kept attendees studying their program books to determine which outstanding sessions would maximize their Conference experience. elected to fill the secretarial position. Other Board members stepping down included Instructors Section Representative New to the ISI Trade Show this year was a special Demon- Dianne DeLeeuw, District 10 Representative Barb Yackel, Dis- strations area. Demonstrators and their sessions included: trict 12 Representative Tim Johnson, and Hockey Section • Recreation Facility Personnel – education courses Representative Jay Wescott. • White Ice – latest and greatest in goal Continued on page 24... crease application • Riedell Skate Company – new Riedell product features and benefits • Ice Research Inc./Fast ICE – the next generation of ice making • IceSkate Conditioning Equipment Co. – the Co-Planner Principle • USA Curling – introducing curling to your arena Check the ISI web site www.skateisi.org to view ISI’s Virtual Trade Show, to peruse the Trade Show booths, and to contact ven- dors.

Elections

President Jim Lange reluctantly accepted the resignations of Executive Board mem- bers Janice Forbes and Board Secretary Terry Juliar. Board member Margy Bennett was Attendees at the ISI President’s Reception the edge july/august 2003 23 ...Continued from page 23

ISI Trade Show attendees

“Diana Ross” and “Elton John” welcomed party goers to ISI’s closing “Hooray for Hollywood” extravaganza.

ognize Outstanding Contributors” on page 26 for more on Studio 54 was the scene for ISI’s closing party event. the Awards Luncheon.

Tuesday evening’s President Reception, sponsored in part New Board members include: by K&K Insurance and the ISIA Education Founda- • David Santee – Instructors Section tion kept the fun alive. Laughter and smiles and generous • Spiro Giotis – Hockey Section bids filled the air as a grand piano played in the background • Vicki Korn – Schools, Colleges and Universities Section and guest conversed, mingled and enjoyed lovely and deli- • Jimmie Santee – District 8 cious hors d’oeuvres and spirits. • Dan Smith – District 9 • Rebecca Anderson – District 10 The ISI Closing Party is always a hit with Conference atten- • Jenise Jensen – District 12 dees and this year’s party at famed Studio 54 was a rocking • Bob Knoerl – District 13 good time. Guests, who were greeted and had their pic- tures taken with “Diana Ross” and “Elton John,” danced Attorney Tom Morton was appointed to the ISIA Education the night away. For pictures of this memorable event go to Foundation Board of Trustees. the ISI web site www.skateisi.org and link to an extended photo collection. Social Events Looking Ahead ISI Conferences are renowned for their educational and net- working benefits and for their exciting social events, and The 2004 ISI Conference and Trade Show will be held in con- 2003 was no exception. The ISI Annual Awards Luncheon on junction with the Professional Skaters Association at the Tuesday kicked off the social events with a Hollywood-style Manchester Grand Hotel in San Diego, CA, May 27-29. The show replete with guest stars “Marilyn Monroe” and “Elvis 2004 Conference will take place Thursday through Saturday Presley.” Host Larry LaBorde, manager of the Ice Chalet in before Memorial Day. This accommodates a cost-saving Sat- Knoxville, TN, kept the awards show rolling with the able urday night stay-over and will allow attendees to extend assistance of presenter Lynn Roseberry, ISI National Events their stay through Memorial Day at this exquisite property in Coordinator/Skating Program Director. See “ISI Awards Rec- fabulous San Diego, if they wish. Plan now to attend. 24 the edge july/august 2003

ISI Awards Recognize Outstanding Contributors by Dianne Powell Photos by David Sadlier

ISI Awards and Citations Committee members, presenters and Lifetime Achievement Award winner Richard Dwyer

ecognition by one’s peers is the ultimate compli- Sports, and Doug Peters, Zamboni Sales Manager and ISI ment and for 27 of ISI’s outstanding contributors, Builder/Supplier Section Representative. Rthat compliment was delivered on Tuesday, May 27, 2003 at the MGM Grand in Las Vegas. Surrounded by a Recognized for his efforts on behalf of ISI and his impact capacity crowd of friends and colleagues, the audience and on the success of the 2003 ISI Winter Classic was Man of award recipients were treated to a delicious lunch and an the Year John Saitta, Skating Director at Disney ICE in Ana- entertaining Hollywood-style awards show. Host Larry heim, CA. LaBorde, manager of the Ice Chalet in Knoxville, TN, intro- duced the award winners, aided by presenters Scott Hamil- The ISI Great Skate Award recognizes individuals who have ton, “Marilyn Monroe,” “Elvis Presley” and ISI National shown excellence in promoting the ISI movement on a Events Coordinator and Skating Program Director Lynn national and international level. Recipients of this year’s Roseberry. Great Skate Award were Art Trottier, Manager of Disney ICE in Anaheim, CA; Cindy Solberg, ISI District 16 Representative Recipients of the ISI National Merit Award, nominated by and owner and Skating Director of Team Alaska Skating the ISI Board of Directors or the ISI Awards Committee, were School in Eagle River; and Judith Sniffen, President of the recognized for their achievements and service on the nation- Metropolitan Ice Rink Managers Association (MIRMA) and al or international level, including advancement of the ISI Treasurer of the ISIA Education Foundation. movement. The 2003 National Merit Award winners are Michael Paikin, ISI 2nd Vice President and President of VSC The Benton H. Wilcoxon Award for outstanding skills in ice 26 the edge july/august 2003 “Elvis,” District Merit Award winner Carole Dietl, Awards chair Katy Hayden and “Marilyn”

Richard Dwyer, ISI Lifetime Achievement Award winner arena management went to Rob McBride, President of Facil- ity Management Corporation in Rockland, MA.

The President’s Award for Excellence went to retiring ISI Board Secretary Terry Juliar from Wilmette, IL for his many years of dedication and service to ISI.

A Lifetime Achievement Award went to the always charm- ing, entertaining and debonair professional skater Richard Dwyer. Dwyer’s style and grace on and off the ice are leg- endary.

The 2003 ISI District Merit Award winners, recognized for excellence in promoting ISI on the local and district level, are as follows: District 1 Dolly Duke Maggio, Skating Director, New Eng- land Sports Center, Marlboro, MA District 2 Monica Hale, Skating Director and Hockey Awards committee member Boyd Wietecter Director, Upper Edge, Schwenksville, PA District 3 Carola Dietl, Owner/Operator, Fritz Dietl Inc., Westwood, NJ District 12 Tim Johnson, Manager, South Suburban Ice District 4 Christine Brinton, Skating Director and Pro- Arena, Denver, CO gram Coordinator, Bowie Ice Arena, Bowie, MD District 13 Ann Doherty, Tri Cities Figure Skating Club, District 5 Keneth R. Langley, Skating Director, Centenni- Kennewick, WA al Sportsplex, Nashville, TN District 14 Kim Delli-Gatti, Skating Director, Ice Center District 6 Susie Ratliff, Skating Director, Wayne Commu- Enterprises, San Mateo, CA nity Center, Wayne, MI District 15 Cindy Frazier, Special Events Coordinator, Dis- District 7 Jim Wagner, Instructor, JP Igloo Ice & Inline ney ICE, Anaheim, CA Complex, Bradenton, FL District 16 Georgene Reekie, Skating Director, Harry J District 8 Toni Friedland, Instructor/Synchronized Coach, McDonald Memorial Center, Eagle River, AK Glenview, IL and Barbara Foltz, Skating Direc- District 18 Luanne Santiago, Plantation, FL tor, Downers Grove, IL District 9 Amy Fankhauser, Skating Director, Line Creek Congratulations to all of ISI’s deserving award winners and Community Center, Kansas City, MO to ISI Awards and Citations Committee Chair Katy Hayden District 10 Gary Pietig, Manager, Apple Valley Sports and committee members Jenise Jensen, Boyd Wietecter, Jean Arena, Apple, MN Albrightson, Patti Feeney, Mike Paikin and Carol Burns and District 11 Michelle Christie, Competition Coordinator, volunteers Vicki Korn, Larry LaBorde and Lynn Roseberry for Aerodrome-Willowbrook, Houston, TX putting on a fabulously fun and entertaining show. the edge july/august 2003 27 Executive Classes a Huge Success in Las Vegas

SI’s Ice Arena Institute of Management conducted two To obtain the CAE designation, candidates must take and executive level classes on Monday, May 26th prior to the pass 10 hours of executive level classes beyond the three ini- Istart of the 44th Annual ISI Conference and Trade Show. tial certificate programs, write a philosophy of facility man- A three-hour class, “If We Build It, Will They Come: The agement statement, and take an oral exam on good practices Planning, Design, Engineering and Construction of Ice Are- in the ice arena industry. Those earning the CAE status will nas,” taught by Dr. Jack Vivian enrolled 30 participants. have knowledge placing them in the top 10% of leadership “Unleashing the Employee Within,” a two-hour class taught in the ice arena industry. by Pat Christenson, former Director of the 18,500-seat Thomas and Mack Center, attracted 29 students. The Ice Arena Institute of Management will offer additional CAE level classes prior to the week-long iAIM School to be • 22 participants attended both classes. held at the Oglebay Resort and Conference Center in Wheel- • 8 have completed the three certificate programs (CAP, ing, West Virginia, October 12-17, 2003. This school will con- CAO, CAM) to qualify for full CAE status. sist of all three certificate programs (Certificate of Arena Man- • 10 have taken and passed one or two of the certificate pro- agement, Certificate of Arena Programming, and Certificate grams and are on track to become CAE candidates. of Arena Operations) and is open to managers, programmers • Many new participants signed up for the iAIM program and operators in the ice arena industry. following this class experience. For more information on the CAE or iAIM programs or to Students in the CAE courses in Las Vegas completed a 1 1/2- receive a brochure and registration form for the October hour written exam and will learn their credit status by the iAIM school at Oglebay, call 972-735-8800 or check the ISI end of June. web site www.skateisi.org.

Upper (L-R) Instructor Dr. Jack Vivian, CAE students, instructor Pat Christenson Photos by Dianne Powell Lower (L-R) CAE students 28 the edge july/august 2003 RISKY BUSINESS? Not if you’re with the right partner.

How committed is the company that handles your rink insurance? Do they actively help lower your risk of injury and potential claims? Do they provide insight and training materials based Visit our web site at on years of experience? There are many changes taking place right now in the rink insurance industry and unless you’re careful, the partner you thought you had may not be there when www.richardsongroup.com you need them most.Give us a call.We’d be happy to answer your questions and share the knowledge we’ve gained from more than 10 years focusing on what matters most: keeping skaters, and the rinks they skate in, safe. Competitive pricing Stability in a changing environment Risk Management Program Comprehensive coverages Knowledgeable claims handling

Specialty coverages for all your insurance needs 1-800-990-RINK the edge july/august 2003 29 SEND ENTRY AND FEE TO: Team Entry Form Event information available ISI All information for team events (on this 17120 N. Dallas Pkwy., Ste. 140 at www.skateisi.org. form) will be mailed to the rink indicated Dallas, TX 75248 below. (Including Family Spotlight.) Phone: 972-735-8800 • FAX 972-735-8815

Event Location Event Dates Test Deadline Entry Deadline Adult Championships Orleans, MA Sept. 12-14, 2003 Aug. 1, 2003 Aug. 1, 2003 Please Print

Name of Group Instructor/Coach

Rink Representing Coach’s Home Telephone

Address Rink Telephone

City, State, Zip ISI Registration # We wish to enter: (IMPORTANT Use one team entry form per team, per event. Please send team photo with entry.) Synchronized Formation Compulsories Production Team Synchronized Formation Team Pattern Team Synchronized Skating Compulsories Kaleidoskate Team Synchronized Skating Team Team Compulsories: ______Level* Synchronized Dance Freestyle Synchro:______Level* Family Spotlight *(indicate 1-10)

Name Age as of ISI # Name Age as of ISI # July 1, 2003 July 1, 2003 1 17 2 18 3 19 4 20 5 21 6 22 7 23 8 24 9 Crossover Skaters Team # 10 1 11 2 12 3 13 4 14 5 15 6 16 7

ENTRY DEADLINE: There will be no refunds.Memberships must be current Entry Fees: through event. Expired Membership renewals must accompany this entry application. All Team Entries $20.00 per member Upon entering this competition, we hereby agree that any photographs or video tapes Production Team pays for first 32 skaters only - $640 maximum. taken of our team by ISI or authorized party, may be used exclusively for any purpose ISIA Education Foundation Donation enclosed $5.00 by the ISI or any other use authorized by ISI. Total Enclosed: $ ______Make check payable to ISI I declare that the information above is true and that all skaters have current individual membership with ISI, and I have notified all team members that they skate at their own OFFICE USE ONLY risk, and hereby release ISI, the host facility(ies), and their personnel from all liability. Date Rec’d. ______Check # ______Amount ______Coach’s Signature Date

❏ American Express ❏ Visa ❏ MasterCard ❏ Discover ______Card # Exp. Date Cardholder (please print) ______Authorized Signature Telephone Number (must be included) Great defogging begins here, in the minds of our engineers. For example, take our Arid-IceTM Desiccant Dehumidifiers. Benefits include: • Better Ice • Reduced • Better Air Energy Costs • No Dripping • Dependable Operation •No Mold • Retrofitting • Year Round Existing Rinks Operation

Concepts & Designs, engineer Stanley 29235 Lorie Lane • P.O. Box 1013 Harcourt pictured here, may never Wixom, MI 48393-1013 make the Olympics as a figure skater. 248-344-7236 • Fax: 248-344-9401 But rink operators around the world [email protected] would gladly award him a gold medal www.conceptsanddesignsms.com for arena dehumidification. Contact him for assistance with rink and arena dehumidification. ETL-C, ETL and CE Rated Event information available at ISI Individual Entry Form 17120 N. Dallas Pkwy., Ste. 140 www.skateisi.org. Dallas, TX 75248 Phone: 972-735-8800 • FAX 972-735-8815 Event Location Event Dates Test Deadline *Entry Deadline Adult Championships Orleans, MA Sept. 12-14 Aug. 1, 2003 Aug. 1, 2003 MALE FEMALE

Last Name First Name ISI Member # Exp. Date*

Address Birthdate Age on 1st day of event

City State/Province Phone No. USFSA Test Level

Postal Code Country Home Rink Name INDIVIDUAL EVENTS NEW Pre-Alpha – Delta Freestyle (1-10) Solo Dance (1-10) Jump & Spin Teams Solo Solo INDICATE LEVEL Low (Pre-Alpha-Delta) Stroking Footwork (1-10) Med (Freestyle 1-3) Spotlight (choose 1) Solo Compulsories Int (Freestyle 4-5) Figures (1-10) Character Artistic High (Freestyle 6-10) Dramatic Spotlight (choose 1) Figures Light Entertainment Character Creative Figures Partner Name INDICATE LEVEL Dramatic Free Figures Partner ISI # Pre-Alpha – Delta Light Entertainment Any changes to this original INDICATE LEVEL INDICATE LEVEL entry form will result in a (1-10) Change Fee of $25.00 Special Skater (1-10) (1-10) (Check if applicable) per change/per skater. Partner PARTNER ENTRIES Sim Mix Partner Name Partner ISI # Age as of event Couple Level _____ ______ Dance Level _____ ______ Pair Level _____ ______ Free Dance (3-10) Level __ ______ Couple Spotlight Low (Both Skaters Pre-Alpha-FS3) Char. Dram. Lt. Enter. ______ Couple Spotlight High (Either Skater FS4-FS10) ______ Char. Dram. Lt. Enter. Registration Fees are non-refundable ISI reserves the right to limit the number of entries NOTES: *Memberships must be current through the event. Membership renewals may without notice. accompany this entry form. All test and memberships must be registered with the ISI Headquarters. I skate at this competition at my own risk and hereby release ISI, the host facility(ies) and their personnel from all liability. I declare that the home rink listed above is the true rink/club/school that I wish to represent. Fees and Payment (all amounts are USD) Upon entering this competition, I hereby agree that any photographs or video tapes taken of me, by ISI First Event $55.00 * ENTRY FEES DOUBLED or any authorized party, may be used exclusively for any purpose by the ISI or any other use authorized Each Additional. $20.00 by the ISI. AFTER ENTRY DEADLINE! Family Entry. $90.00 (Covers all family members’ first entry; each additional entry $20.00 per person/ per event.) Skater Signature Date ISIA Education Foundation Donation enclosed $5.00. Membership fee enclosed $10.00 Domestic Parent/Guardian (if applicable) Date (for new/expired members to ISI) $15.00 Foreign I declare that the information above is true, that this skater’s test(s) is/are registered, that the skater is a current individual member of the ISI, and is skating in the proper categories and levels, and that the home Total enclosed: $ ______make check payable to ISI rink listed above is correct. ISI Use: Check # ______Amount ______Date Received______Instructor Signature Date ❏ American Express ❏ Visa ❏ MasterCard ❏ Discover ______Card # Exp. Date Cardholder (please print) ______Authorized Signature Telephone Number (must be included) Mid-Atlantic Arena Ice Research Corporation in Ontario, Canada explained that Fast ICE consists of three components that are retro- Managers Association fitted on your ice resurfacer to provide a better sheet of ice. (MAMA) There is a system that sprays pressurized water onto the ice by Trudy Ivory through two rows of nozzles. The fine spray freezes quick- ly to bond. An on-board computer controls the amount of The April MAMA meeting was water and a second computer component gives informa- held at the Iceoplex at South- tion on spray thickness, water used, temperatures, humid- pointe in Canonsburg, PA. Our ity and time used to resurface. The Fast ICE system builds hosts did a wonderful job. a denser, clearer sheet of ice. There are also savings associ- They started the program ated with energy and labor costs. John and Mike are hop- with an informative presenta- ing to bring a retrofitted machine to a nearby rink for a tion on the Iceoplex by Drew demonstration. Mutschler, General Manager. Drew is very enthusiastic and full of great marketing ideas. Jeff Kennedy, Marketing Coordinator for the Iceoplex, has agreed to look into a web site for MAMA and has created a Our next step was a tour of the building which includes a chat group site through YAHOO. This web host will allow large lobby, pro shop, restaurant, snack bar, fitness center, arena managers to post questions and hopefully someone skate rental and office space. The Iceoplex consists of one will have answers. Please contact Jeff at jkennedy@iceoplex- sheet of ice and one sheet used for in-line/soccer/basketball. atsouthpointe.com for more information. Thanks, Jeff, for They are planning an expansion for a large seating area, pizza taking the time to help MAMA better help our members. shop and coffee bar. We were treated to a tour of the locker facilities for Washington and Jefferson College, the Puffins Membership forms have been coming in steadily since Jan- and the Pittsburgh Penguins. The Penguins’ area has spacious uary. If you have not joined our association, please do so. dressing and locker rooms, training room, equipment room Memberships are also available to vendors, which affords and showers. their company the opportunity to attend any of our quar- terly meetings to present information to our members. Our After a delicious lunch we learned about a new system July meeting location is yet to be decided; I will let everyone called Fast ICE 1000. John Durst and Mike Horodenka from know ASAP. Have a great summer! Continued on page 34...

the edge july/august 2003 33 ...Continued from page 33 Wisconsin Ice Arena Managers The Trade Show featured 22 vendors from rink related busi- nesses presenting their latest products and services. A fol- Association (WIAMA) low-up survey revealed that the Open Forum and Mainte- by Jeffery J. Michalek, Eble Ice Arena nance sessions were rated best by the attendees. WIAMA would like to thank all the guests, panel members, vendors Greetings from the Wisconsin Ice Arena Managers Associa- and participating members who attended the conference tion. It’s late spring and some arenas are already in last for making it successful and enlightening. Next spring’s minute preparations for upcoming summer skating while conference will be held in Mishicot, WI. others have their ice out anticipating a few months of dry floor events. Hopefully everyone had a chance to catch their WIAMA President Tom Hammill attended the Wisconsin breath and complete some of those necessary maintenance Amateur Hockey Association annual meeting and spoke to projects our buildings crave after the busy winter season. a group of 300 regarding working together to improve the quality of their facilities by participating in the WIAMA WIAMA hosted its 12th Annual Spring Conference, April 23- training sessions that are available twice a year. 25, at the Raintree Resort in the Wisconsin Dells. Over 90 members attended the three-day conference, which incor- Next, WIAMA is focusing on its annual Fall Fire-up Work- porated educational topics along with a Vendor Trade Show shop, a one-day, FREE training session for all member rink and time for social interaction. Keynote speakers included employees. Although the agenda is not yet complete, top- Jason Eastin from ISI’s Ice Arena Institute of Management ics will include ice maintenance, ice edging, resurfacer (iAIM program), who presented information on “Equipment maintenance and tours of the facility. The Fire-up will be Operation and Maintenance.” Other topics covered were held on Thursday, August 21 at the Pettit National Ice Cen- “Contractual Risk Transfer” by Rick Bayer from CVMIC and ter in Milwaukee, WI. For further information on WIAMA “Practical Approaches to Ice Maintenance,” a question and or to get on our mailing list, contact Nancy Hacker, c/o answer session with Dave Wescott from the STAR program. WIAMA, 700 Shady Lane, Neenah, WI 54956 or call Nancy Rounding out the educational portion of the conference were at 920-731-9731, extension 10. updates on WIAA and ASTM standards, and an Open Forum/Panel Discussion with questions answered by indus- We hope to see everyone at the Fall Workshop. try experts.

34 the edge july/august 2003 Minnesota Ice Arena Managers and twist to this year’s conference; it should provide some interesting topics and discussions. The conference will Association (MIAMA) include a vendor trade show along with many hands-on by Chadd Benson, MIAMA District 7 Representative maintenance sessions at the Breezy Point ice arena.

The annual MIAMA spring workshop took place on May MIAMA’s web site, www.rinkfinder.com, continues to be a 21 at the National Hockey Center in St. Cloud, MN. The huge asset to our members. Members are seeing increased ice workshop kicked off with head St. Cloud State hockey sales from the “ice for sale” page. Members are also happy coach Craig Dahl welcoming the members. The theme of with and continue to utilize the ”managers only” section of the workshop was “The State of Hockey.” Mark Jorganson the site. The pages most used are the news, arena events, job from MN Hockey and Skip Peltier from the MN State High postings and bulletin board pages. School Hockey League were guest speakers and presenters. Other breakout sessions included OSHA requirements, resurfacer battery maintenance, and refrigeration leak Metropolitan Ice Rink Managers checking. The workshop concluded with a vendor trade Association (MIRMA) show and lunch. by Judith P. Sniffen, President

MIAMA and MN Hockey recently entered into an agreement MIRMA District III has lost another icon in the ice skating entitling a representative from each group to be present at industry – Eleanor Gumbs. Eleanor, along with her hus- the other’s board meetings. We are happy with the new part- band Vincent, worked side by side, he as president and she nership and excited to be more involved. President Dean as treasurer of the MET Club (Metropolitan Figure Skating Mulso will represent MIAMA. Club). The Gumbs were very active in ice dancing; their club ran dance sessions for years. They judged thousands The Fall MIAMA Conference is slated for September 3-5 at of skaters through the years. The MET Club was founded in Breezy Point Resort in Breezy Point, MN with “Healthy, 1956 at the Brooklyn Ice Palace and held sessions at the Wealthy and Wise” as the theme. Conference Chair Gary old Iceland rink. The Club moved to Skateland in the early Martinson has been busy organizing and recruiting speak- 1960s when the Brooklyn Ice Palace closed. The Club held ers and presenters. The board is excited about the theme sessions at the Roosevelt field outdoor rink and at many

Continued on page 36...

the edge july/august 2003 35 ...Continued from page 35 ice rinks on Long Island and is still renting ice at Iceland North East Ice Skating Managers in New Hyde Park. The Gumbs did so much to promote figure skating by always being warm and supportive of test Association (NEISMA) candidates and by encouraging those who didn’t pass to by Tom Morton, President keep up their good work. Many instructors were encour- aged into the field of teaching by this outstanding couple. The NEISMA Spring Conference at Foxwoods in CT was a Vincent passed away in December 1996, but Eleanor con- great success. The keynote speaker was Doug Roberts, a for- tinued the tradition up to her recent death. Her family and mer pro hockey player and ice rink manager. His background friends will miss her. and experiences enabled him to speak from first-hand knowl- edge. He had the full attention of everyone in the audience. The MIRMA ISI Fall Instructors Seminar will be held at Floyd Hall Arena in Little Falls, NJ. The date and time NEISMA is looking to the future. A long range planning com- will be announced. The next MIRMA District III Trade mittee has been appointed to consider future goals and pro- Show/Meeting will be held October 28, 2003 in Dan- grams as part of NEISMA’s ongoing efforts to expand services, bury, CT. training and opportunities for its membership.

At out April meeting we announced that MIRMA and NEIS- The NEISMA Board of Directors has initiated a “Nuts and Bolts” MA were exploring the possibility of holding a joint meeting column to be included in NEISMA’s RINK RAT publication. The in the fall of 2003 to promote an open door policy between column will be a “hands on” initiative whereby rink managers the two organizations. We can be independent organizations and personnel can present questions regarding every day oper- but have a common interaction, and all MIRMA members ations of an ice rink and receive appropriate responses. are encouraged to become active in both organizations. The NEISMA board members assigned to MIRMA are Deane Lastly, in an effort to have a more meaningful working rela- Pomeroy of Stamford, CT and Jeffrey Doucette of the Uni- tionship with other organizations in the ice arena industry, versity of Delaware. a NEISMA Board Member is being designated to interface with each such organization. It is NEISMA’s intent to devel- If you are not a current member of MIRMA and are in ISI op an ongoing program of interaction and sharing regarding District III, contact Judy Sniffen at [email protected] or call matters of mutual interest and mutual concern. It is also 516-628-2240. I hope you are enjoying the summer and NEISMA’s intent to be supportive of programs of other orga- look forward to seeing you at our joint MIRMA/NEISMA nizations, as long as other programs do not conflict with meeting in October. NEISMA’s policies and programs.

36 the edge july/august 2003 ADULT CHAMPIONSHIPS

The 2003 ISI Adult National Champi- Coaches onships will take ISI to Cape Cod, September 12 – 14, to Charles Moore Ice Arena in Orleans, MA. The entry deadline for this event is August 1. Skaters Corner who have participated in this event in the past describe the event as “incredible, exhilarating, awesome, exciting, sup- by Lynn Roseberry portive and inspiring,” as they prove National Events Coordinator and that skating is a lifetime sport. We look forward to seeing both familiar and new faces at this ever-growing event! Lynn Roseberry Skating Program Director Check our web site for additional information. Don’t miss the excitement! 2003 WORLD RECREATIONAL TEAM CHAMPIONSHIPS SEE YOU IN CHICAGO AND ON CAPE COD!

The 2003 ISI World Recreational Team Championships are fast approaching. As you prepare for ISI ADULT this annual international compe- tition at the Northbrook Sports Center, Twin Rinks Ice Pavil- CHAMPIONSHIPS HOTELS lion and Glenview Ice Center in the Chicago area, July 28 – August 2, here are a few reminders and updates. The 2003 Ocean Park Inn ISI World Recreational Team Championships will be con- Route 6 ducted in strict accordance with the 2002-2003 Edition of Eastham MA 02642 the Skaters and Coaches Handbook, the 2002-2003 Edition of or 508-255-1132 the Competitor’s Handbook and the 2001 Edition of the Judges Single/Double: $89 Manual, along with any revisions. Be sure to check ISI’s web Triple: $99 site (www.skateisi.org) for the schedule, hotels, and any Quad: $109 updated information regarding CHAMPS. Book before August 11 to get ISI rate. Ask for Ice Skating Institute room block.

CHAMPS SCHEDULE NOTIFICATION Four Points Hotel Eastham In mid-June, individual participants received entry verifica- Route 6 tion letters. All team event confirmations (Family Spotlight, Eastham MA 06242 Production, Team Compulsory, Synchronized) will be mailed 800-533-3986 or 508-255-5000 to your home rink along with special events information, Single/Double: $129 practice ice and other pertinent information regarding this Triple: $139 event. In mid-July, individual participants will receive their Quad: $149 scheduled skating times. After the schedules are received, Book before August 1 to get ISI rate. skaters with a schedule conflict (less than one hour between Mention Ice Skating Institute Adult Nationals. events) need to alert their coaches who will attend a Con- flict Resolution Meeting on Sunday, July 27. The tentative schedule is on our web site for this year’s CHAMPS. Please note: This is not a final schedule and is subject to change. The final schedule - detailing rink and skating times will be announced in July.

PRACTICE ICE *** HOCKEY NOTICE ***

Information regarding practice ice was sent to the rinks in a Effective September 1, 2003, ISI Hockey packet in mid-June. Practice ice reservations are not made Membership Fees will be: through ISI. Contact the host arenas to schedule practice ice. Practice ice goes on sale on Monday, July 7. Check Youth (17 and under) - $15 per year www.skateisi.org for any updates. Adults (18 and over) - $20 per year

TEAM PHOTOS Please be sure to factor these new rates into your Fall Season registration fees. Due to printing deadlines, photos received after June 23 will not be included in the CHAMPS souvenir program book. the edge july/august 2003 37 REPORT: he ISIA Education Foundation auctions, held during CCM the 2003 ISI Conference and Trade Show in Las Vegas, Cimco-Lewis Refrigeration Twere a huge success due to many volunteers working Concepts & Designs, Inc. behind the scenes under the direction of auction chair Judy Craig Cichy Sniffen. Thanks go to auctioneer Larry LaBorde, Lisa Fedick, Damschroder Skate Sales Michelle Marella, Doug Peters, Liz Santo, Larry Fies, Boyd Dance Factory Outlet Wietecter, Spiro Giotis, Don Bartelson, Richard Arenella, Del Arbour LLC Robyn Bentley, Phil Graham, and Jean Albrightson, plus Carola Dietl those who generously donated to the cause and the confer- Shane Douglas ence attendees who bid on the items. East West Partners/East West Resorts Elite Sportswear GK Patti Feeney, ISI Director of Member Programs and Services, Lisa Fedick and the ISI staff all worked extra hard to make the auctions John Ferguson happen. ISI Executive Director Peter Martell’s absence was Gerry Hart noted by all. Peter, we hope you are at full strength soon. Scott Hamilton Ice Lights Productions 2003 Auction Donors ISIA Education Foundation Jackson Ultima Skates The ISIA Education Foundation gratefully acknowledges the Jenise Jensen following donors to the 2003 silent and live auctions: Jet Ice Richard Arenella Klingbeil Shoe Lab Athletica, Inc. Vicki Korn Athletic Knit Korte Paper Don Bartelson MGM Grand Hotel Becker Arena Products, Inc. MacGregor Golf Blademaster Rob Mueller Boonestroo Rosene Anderlik & Associates New York Rangers NHL Northwest Design Ink Riedell Skate Company Travis Roy Karen Schaffer Skater’s Landing Burt & Judy Sniffen SP Teri Swiss Army Watch Town of Breckenridge CO Twizzie Design Int’l Photos by Dianne Powell

Auctioneer Larry LaBorde kept auction bids moving. Volunteers Michelle Marella and Spiro Giotis enjoy counting auction money. 38 the edge july/august 2003

MAXIMUM SOLUTIONS, INC. HAS THE PERFECT SOFTWARE SOLUTION FOR ANY FACILITY!

Proud scheduler of over 22,000 facilities!

Instantly improve the productivity, ISIA Education Foundation Treasurer/Auction Chair Judy Sniffen and President profitability, and efficiency of your facility! Don Bartelson are all smiles over auctions’ success. Print a variety of statistical, financial, Kathy Vackar maintenance and administrative reports

Janice Vaughn for customers, teams and facilities – both schedules and calendars! VSC Sports Inc. White Ice Allow the community to view facility schedules online! Winterland Skating School

Wonderland of Ice Let customers make ice-time requests or register for programs online! Kristi Yamaguchi/Always Dream Foundation Yerba Buena Skating Center Export schedule data directly to your Zamboni Company Youth Association scheduler! and others

Live Auction Items: Facility • 3 one-week stays at Don Bartelson’s summer home in Reservations LaJolla, CA Program League Registration Scheduling • 1 week at Gerry Hart’s cabin in Canada • 4 tickets to NHL games • Cohiba humidor and cigars • Breckenridge CO golf package Membership YOUR FACILITY Point • 15 pairs of Riedell hockey rental skates Management Of Sale • 15 pairs of Riedell 50 series figure rental skates • 2 tickets to 2004 NHL All Star game in Minneapolis • Washington Capitals jersey signed by Jarmer Jager Online Online

• American Flag afghan made by Karen Schaffer Requests & Schedule • 2003 NHL All Star signed jersey and program Purchases Viewing • Framed Peanuts cartoon • Complete set of Fleer mini Zamboni die cast models in case • Plus many silent auction items. What our customers are saying:

“I consider MaxFacility to be the third most important asset Additional Donations in my arena – right behind the refrigeration system and resurfacer.” - Mark Vaughan (Eagan Civic Arena, Eagan, MN) ISIA Education Foundation gratefully acknowledges the fol- lowing donations made during the ISI Conference and “The greatest benefit I have received from using MaxSolutions Trade Show: software has been peace of mind and more energy. It allows me to complete other tasks I never seemed to be able to get to Sponsor: ($1,000-$4,999) before. I remember all too well how it was before I started District 1 in memory of Fritz Dietl using MaxFacility and I certainly would never want to return

to those days.” - Lee Roy (Travis Roy Arena, Yarmouth, ME) Supporter: ($500-$999) District 10 World Team CHAMPS LOC For more information, please contact us at: District 1 in memory of Donald Cornwall Maximum Solutions, Inc. 7703 Normandale Rd., Suite 100, Edina, MN 55435 Contributor: ($100-$249) 800-976-6646 District 10 in memory of Vivi-Anne Hulten www.maxsolutions.com

Skating Club of San Francisco

Other: Larry Fies in memory of Fritz Dietl the edge july/august 2003 39

Support from the Stands by Kathy Toon, PCA Manager of Product Development www.positivecoach.org

itting in the stands at a recent youth sports tourna- Perhaps you feel up for an advanced challenge. You could ment, I wondered how such seemingly well-adjusted decide to cheer for good plays and great effort on the part of Sparents could yell such outrageous things. That players on the other team as well! evening I caught up with the day’s professional sports action by watching “Sports Center” on ESPN. I found my When you get to the arena, follow your game plan. Cheer, answer. Parents are conditioned by the media. Yelling, intentionally, for the things you want to see more of. Exam- swearing, and blowing up are commonplace in the stands ples include: “Great pass, Eric,” “Awesome jump, Tina,” “Way at professional sports events, and these outbursts are then to hustle for the puck, Sam.” highlighted on the evening TV sports shows. Parents and Honor the Game fans in the stands are just doing what they know—what they see on TV and what they read about in the newspaper. 1.Fill children’s “Emotional Tank” through praise and posi- tive recognition, so they can play their very best. The good news is people (including parents) can think for themselves. We need to help parents expand their sideline 2.Let the coachcorrect player mistakes. language and behaviors beyond what they hear and see in the media. I believe parents want to be at competitions for 3.Cheer good plays by both teams (this is advanced behavior!). their kids and to support the culture ISI and Positive Coaching Alliance are working to create for their skaters 4.Mention good calls by the official to parents. and hockey players; they just need to know how to act. I speak from experience. I’ve spent years as a coach work- 5.If an official makes a “bad” call against your team? Honor ing to develop my own supportive / effective / empower- the Game—BE SILENT! ing sideline language and behavior. 6.Remember to have fun! It may seem like a child has many One of the most powerful “teachable moments” for me as more competitions ahead, but the years pass quickly, so a coach occurred while I was working on my Master’s enjoy this time while you can. degree in Sports Psychology. A fellow grad student video- taped me coaching an entire college tennis match. The Be a Culture Keeper match lasted more than four hours, and I soon forgot about being taped. Reviewing the tapes later is something Culture is simply “the way we do things here.” The Culture I will never forget. I always thought of myself as a positive, Keeper’s job is to spread the word about Positive Coaching to supportive coach—the data confirmed this—for 75% of the parents in the stands. Here’s how you do it: time. The remaining 25% shocked me. It wasn’t so much what I said, although, that needed work—it was what I did. • Become familiar with the three principles of Positive Coach- ing (Honoring the Game, Redefining “Winner,” and Filling My nonverbal communication spoke volumes. Shaking my the Emotional Tank). In particular, memorize the elements head, rolling my eyes, contorting my face, burying my face in of Honoring the Game (ROOTS) which include respect for my hands, slumping and slamming my hand on the bench Rules, Opponents, Officials, Teammates and one’s Self. negated any positive thing I said. I saw and was living proof that actions do speak louder than words. I challenge coaches at • Get to know team parents at the beginning of the season. the PCA workshops I lead to have a friend video-tape them for Talk with them about your role and the three principles an entire game. Then I challenge those who are really brave to early on, and ask for their support in the stands. watch the tape. I now challenge parents to do the same thing. • Carry a supply of “We Honor the Game” stickers and cards What should parents do in the stands to uphold a positive to give to parents. Need cards and stickers? They are avail- youth sport culture and to support their child’s sport expe- able from PCA: www.positivecoach.org/store/index.html rience? What messages can coaches give to parents to help or call 650-725-0024. them improve their children’s sports experiences? Enjoy competitions with your children! Use Targeted Cheering It may require a little courage to actually ask a parent to Here’s how it works. Before you head to the arena think change his or her behavior, or to hand someone a button or about what you are going to cheer for at the competition. card. But it becomes easier when you remember that your For example, rather than simply focusing on the outcome motive is to improve the experience for the kids on the ice. (whether or not your team scored, or if your child achieved the highest score), you might want to cheer for great effort, PCA continues to salute ISI for the leadership role it has taken in whether successful or not. You might also consider cheer- the movement to transform the culture of youth sports. By being ing for behavior that supports other teammates and supportive, you play an important role in helping PCA and ISI actions that demonstrate resilience and determination. to develop a life-long love of skating and hockey in our children. the edge july/august 2003 41 Continuum Partners LLC Whistler Intl Allstar Hockey Dye, Josh - OR Jonae Armstrong Inc Ferryman, Jeff - OH W Alaska Dr Kevin Sopp Grabowski, Lindsay - NJ Lakewood, CO 80226 22-2704 Cheakamus Way Guyer, Patrick - MD Ph 303-936-7424 Whistler, BC V0N1B2 Henderson, Joel - CA Fax 303-922-1965 Ph 604-938-8881 Hendrix, Trudy - IN Fax 604-932-2578 Hill, Barbra - WY DIGHockey Hills, Cheryl - MD Glenn Replogle New Builders/Suppliers Holliday, Jonathan - AZ 1000 Allison Ave Unit 233 Kusske, Katie - WA Vacaville, CA 95687 AMIGrafx Inc Landino, Amy - CT Ph 707-386-2463 Ed Miles Margentina, Ashley - IL 223 Drake Hill Rd McCaughtry, Suzanne - NH Dixie Igloo Strafford, NH 03884 Myint, Arnold - NY M. England/L.Blake Ph 603-664-7174 Naidoo, Nicole - MI Bowthorpe Fax 603-664-7167 Niino, Yoko - FL PO Box 403 Peterson, Brenda - WA 2003 July/August St George, UT 84771-0403 New Associate Members Ponte, Michele - NJ Ph 435-688-7465 Purcell, Brett - KS Armstrong, Susan - IL Rodrigues, Airina - MN New Rinks/Clubs/Schools W.I.A.M.A. Wisconcin Ice Ball, Michael - VA Schriefer, Shelley - MN Arena Management Assc Berry, Calynn - MI Shoikhet, Renee - CA Champions Nancy Hacker Beyer, Jessica - MI Szabo, Tony - MO Jean Bridge 700 East Shady Lane Bizic, Natalie - CA Vanderweel, Reta - MO 6 Progress Dr Neenah, WI 54956 Coletti, Rosemary - VA Vann, Marcia - AK Cromwell, CT 06416 Ph 920-731-9731 Dahl, Mark - NY Waldron, Justin - CO Ph 860-632-0323 Fax 720-882-0807 Delfaus-Benish, Ileana - NV Young, Kristen - MI Fax 860-632-2088 Dovalina, Cristina - IL

Classified Ads FOR SALE - Ice arena and athletic complex in Ken- tucky.Two sheets 185 x 85 of ice, 3 full size basket- ball/volleyball courts, pro shop, arcades, training rooms, and a unique 54-hole biblically themed mini- golf course.All buildings combine over 75,000 sq. ft. Established business for over 19 years.Price is $3.3 mil- lion.Contact [email protected] for more information.

SKATING DIRECTOR/ASSISTANT manager wanted for a 6-year-old facility near Indianapolis. Previous man- agement experience required. Responsibilities include managing Learn to Skate, freestyle programs, instructors, general rink duties and working a flexible schedule. Send resume to The Forum at Fishers, 9022 E. 126th St., Fishers, IN 46038, Fax (317) 849-2310, Attention Derrick Bye.

INSTRUCTORS WANTED!! Figure Skating and Hock- ey Instructors Wanted for strong existing programs. Applicants must be enthusiastic, enjoy children, and experience is a major plus. Figure skating instructors should understand the ISI and USFSA Learn to Skate programs as well as PSA. Hockey Instructors should have experience with Learn to Play Hockey Class Instruction and experience with team coaching; assistant coaching positions available with house and travel organization. Pay commensurate with experience. Applicants may mail or email cover letter and resume to: Kimberly Wolf, 847-432-4790, [email protected], Centennial Ice Arena, 636 Ridge Road, Highland Park, IL 60035.

42 the edge july/august 2003 by Peter Martell ISI Executive Director

pending this past Memorial Day weekend at home for and the ISI Recreational Hockey Program. Over the years, the the first time in over 30 years was a novel experience ISI has consistently strived to identify our members’ needs Sfor me, and not one that I care to repeat any time soon. and to develop simple, cost-effective programs and services Recovering from a brief bout with viral pneumonia, I had to satisfy those needs. plenty of time to reflect on what I was missing at the ISI Annual Conference and Trade Show in Las Vegas and what As I look at how the business has changed over the past 30 the ISI has meant to me over the years. years, where we are today and where the ISI must go in the future, I am both proud and confident. I’m proud of what the Since I entered this business in the early 1970s, the Ice Skat- ISI has accomplished to date, and confident in the abilities of ing Institute has always stood for integrity, credibility and the membership and staff to lead us in the direction(s) that we reliability by providing industry specific programs and ser- must go in the future to continue to identify, create and imple- vices to the ice skating and ice arena business. ment new and/or improved programs, events or services to advance the ice skating and ice arena business worldwide. As I look back over the past 40-plus years of the Institute’s history, I note the many initiatives that the ISI has under- Just as a popular commercial states, “We have been (and con- taken in its efforts to grow and improve the industry. Some tinue to be) often imitated, but never duplicated.” With your of the more memorable highlights include: ongoing support and guidance, we will continue to leave no stone unturned in our efforts to serve you, our members, and • 1960 - First ISIA Conference at the Conrad Hilton Hotel in to make the ice skating industry better for all of us. I look Chicago forward to working with you toward that end.

• 1961 - Publication of the first ISIA Newsletter Advertisers Index • 1963 - First-ever ice skating industry Trade Show Athletica Inc./Crystaplex ...... 36 • 1964 - Development of the first (and, until 1980, only) Becker Arena Products ...... 14 national learn-to-skate program Bonestroo & Associates ...... 20 Canlan Ice Sports ...... 9 • 1965 - Publication of the first Builders and Suppliers Cimco Refrigeration ...... 25 Directory Commercial Refrigeration ...... OBC Concepts & Designs ...... 31 • 1969 - Initiation of ISIA recreational team competitions Covermaster ...... 45 • 1981 - Creation of the first ISIA National Recreational Team Ed K Ice Sports ...... 33 Championships Facility Management Corp ...... 13 First National Merchant Solutions ...... 40 • 1986 - Initiation of the first Train the Trainers seminars for FrontLine Solutions ...... 15 improved district-wide training of ISIA coaches and instructors Goldner Associates ...... 42 Ice Builders ...... 5 • 1988 - Development of the first national arena manage- Ice Rink Events ...... IFC ment education program K&K Insurance ...... 35 Maximum Solutions ...... 39 • 1989 - Creation of the ISIA Education Foundation Mollenberg/Betz Inc ...... 17 • 1982 and 1989 - “Exporting” of the ISIA Recreational Skat- Mondo USA ...... IBC ing Program to Dubai and Asia, respectively Rice Specialty Risk ...... 11 Richardson Group, The ...... 29 • 1986 to present - Addition of three more ISI national skat- Riedell Skate Co ...... 7 ing events SP-Teri Co ...... 44 VSC Sports ...... 33 More recently the ISI has developed the Ice Arena Institute of Zamboni ...... 34 Management (iAIM) education and certification program the edge july/august 2003 43 Customer Service Basics by Andy Deyo

Ice skating facilities are in the business of entertainment. In order to turn one-time customers into lifelong partners, insanely great customer service is necessary. Build your business one smile at the time with the following customer ser- vice basics.

Basic # 1 – “Hello Zone” When a guest is within 10 feet, make positive eye contact and smile. When guests are within five feet, acknowledge them with a proper greeting: “Good morning,” and, if appropriate, ask, “How may I assist you?” Be the first to address them.

Basic # 2 – “Escort Guests” If a guest asks for directions, do not point. If possible, walk guests to the place they want to go. Remember, we are the AMBASSADORS of our business.

Basic # 3 – “100%” Anticipate opportunities and resolve them BEFORE they have a chance to occur. If you hear about an opportunity to improve the experience of a guest, you own it. Our goal is 100% guest satisfaction.

Basic # 4 – “Guest Names” Use guests’ names whenever possible. It sends the message that they are important … and they are! If you don’t know their names, address them as “ma’am” or “sir.”

Basic # 5 – “Telephone Courtesy” Always answer the telephone by the third ring with a smile on your face, and use your facility’s standard greeting. Always speak in a kind, friendly, clear tone.

44 the edge july/august 2003 Basic # 6 – “Cleanliness” It’s up to everyone in your organization to pick up debris and discarded materials. All areas of your facility must be kept clean. Uncompromising levels of cleanliness are the responsibility of every team member.

Basic # 7 – “Look Professional” Always wear an immaculate uniform, where appropriate, or desired business attire when called for. Include any issued pins and the correct name tag. Take pride in your organization.

Basic # 8 – “Verbiage” Use proper vocabulary with guests. Say “yes” versus “OK,” or “yeah” and “hello/good morning” versus “hi” and cer- tainly versus “sure.”

Basic # 9 – “Have Fun” Have fun and present a great positive attitude. Remember, we are in the entertainment business. Our guests come to us to relax and enjoy themselves. We need to do our part to help that happen. Place TEAM over individual agendas.

Basic # 10 – “Anticipate Needs” It is our goal to anticipate our guests’ needs in advance. All team members should think one step ahead so that we may deliver the services our guests have come to expect.

Basic # 11 – “Be Knowledgeable” All team members should be knowledgeable of facility programs, offerings and information so that we can impart cor- rect information 100% of the time.

Good customer service is a team effort that required 100% cooperation. Great customer service attitudes and prac- tices can be learned and will enhance the success of your business.

* Andy Deyo is President of HD Sports Management, a member of the Ice Arena Institute of Management Board of Regents, and the Commercial Facilities Section representative on the ISI Board of Directors.

the edge july/august 2003 45 ISIA Education Foundation Benefit on Ice Starring Timothy Goebel Friday, August 1, 2003, 7:00 p.m. Northbrook Sports Center Cost per person before July 18, 2003: $20 Cost per person after July 18, 2003: $25

# Tickets ______Total $______Make checks payable to ISIA Education Foundation.

Mail order form and payment to: ISI-Events, 17120 N Dallas Pkwy, Suite 140, Dallas, TX 75248.

Name for tickets pickup ______METHOD OF PAYMENT: Check or money order enclosed _____ Please charge my ___ Visa ___ Mastercard ___ Discover Card # ______Exp. Date ______Cardholder’s Name ______Cardholder’s Signature ______Telephone # ______(Must be included)

Benefit on Ice tickets can be picked up at ISI Registration during the ISI World Recreational Team Chapionships.