Rinks, Hockey Programs, and Poor Communication

[McDugan 89]

So I posted about this on HF Boards, but as I'm unabashedly trying to get my post count here up (Members+ here I come...), I figured I'd post here too.

I'm definitely not the only one who's noticed that it's often astoundingly difficult to find accurate information about hockey programs, especially adult hockey, which is usually a lower priority for a rink, business-wise.

Websites suck, information is often inaccurate or out of date (even in person, not just on the web!), hockey directors don't return emails or calls from prospective new business... I'm just so frustrated by the lack of common sense when it comes to business practices in hockey, locally (Phila, PA area) and, seemingly many places.

I'd love to keep this a constructive conversation that can point out to rink owners/management some of the things they can do to improve communications and information management and see an increase in business coming in without having to go to great expense. Anyone have thoughts, suggestions, gripes, etc.?

The main things that bug me:

- Keep your web sites functional and up-to-date!

Your site doesn't have to be fancy, it doesn't even have to look good at all. but please make sure it's not full of broken links and layout problems.

Please remember, too, that "up-to-date" doesn't mean posting the information about current programs two days before they start so that anyone who didn't know about them already can't find out about them until it's too late to plan on participating. The more notice you can give people about when you'll be offering programs, the morelikely it is that they'll be able to participate.

Please make sure to remove information for programs that have concluded. Nothing gives a bad impression like clicking to see the flyer about the adult league and finding information that's got dates from three years ago on it.

- Make sure you return calls and emails

This goes double for the rinks that fail to maintain accurate info on their websites (most, in my experience).

If people can't find info on the web site, they are going to call. If you tell them to inquire with the hockey director, that's what they're going to do.

If the hockey director doesn't bother returning those communications, guess what, people go elsewhere or give up.

- Make sure that program information is clear and accesible to rink staff

This goes triple for the rinks that fail to maintain accurate info on their websites and whose hockey directors are overburdened (again, most, in my experience).

My experience has shown that in general hockey directors are generally not great communicators, and OK, they're hockey coaches first and foremost, and they usually have lots of responsibilities. So, give us someone else to call, and make sure they have the information.

I've had rink staff suggest that I go to stick time, only to find out the rink doesn't offer stick time.

I've been told that a clinic starts "this Thursday" only to show up on Thursday and find out that actually meant next Thursday.

I've been told "I'm not sure..." or "I don't know..." countless times.

Why, why, why is the hockey world operating so inefficiently and with so little regard for simple common-sense business practices?

Sometimes it feels like rink management folks don't want to attract new players (and thus new business).

[donkers 31]

They make more money off of figure skating and public skating sessions. Hockey is bottom on their list of priorities. It sucks but that's business. You cater to your clients who pay the most.

[shooter27 116]

I grew up in Philly and played at just about every rink in the area regularly, it's just a function of the people they hire, and it's been going on for years. For the most part they hire the cheapest they can find to keep costs down since they assume (unlike in bigger markets) that if you want to skate at a particular rink you're not going to go elsewhere. In fairness, it's a pretty good assumption on their part because most people in the area live fairly close to one rink and the next closest rink is roughly a 30 minute+ drive (there are a couple of exceptions where rinks are close together, but not many).

[hunt3rsean 44]

I would say that the 2 rinks I play at have good to great communication with the players and team reps. Hockey players are a little more difficult to come by then some other places of the country. So even though other programs may bring in more money....a rink could lose a decent chunk of change by running a poor program. While each facility has its hiccups, both are good on the customer service front. Both webpages are relatively easy to navigate and provide good information. I've never had issue getting in touch with either league director by phone or email. All of my emails to them have been returned within 24-hours which is great.

[Chadd 916]

I grew up in Philly and played at just about every rink in the area regularly, it's just a function of the people they hire, and it's been going on for years. For the most part they hire the cheapest they can find to keep costs down since they assume (unlike in bigger markets) that if you want to skate at a particular rink you're not going to go elsewhere. In fairness, it's a pretty good assumption on their part because most people in the area live fairly close to one rink and the next closest rink is roughly a 30 minute+ drive (there are a couple of exceptions where rinks are close together, but not many).

This is pretty spot-on. Way too many owners/managers look at how much something will cost them instead of how much they can generate if they do it right.

[flyers10 57]

same issues here in Phoenix

[badger_14 601]

I have noticed many of the websites for rinks around here (Boston-area) aren't all that well updated or, necessarily, informative. I assume most of the time that folks running the rink either don't have a lot of experience with, time and/or money to spend on their web presence, but it's still frustrating to encounter. I know there's at least one rink near me where they might have only one or two people working there at one time, and if one guy is cleaning the dressing rooms and one guy's doing the ice, naturally no one's going to be answering the phone.