I love to ice skate.  I always have.  And this was going to be the year that I finally treated myself to my very own pair of skates! 

Rather than supporting a big box retailer, I decided to give my business to a local family-owned ice-skating rink.  

Things unfortunately didn’t go as I had anticipated…

I had called and made a 12:30pm appointment to be fitted and upon my arrival, it was clear that nobody was expecting me.  The hourly employee at the ticket window called the Owner, who also runs the onsite skate shop, and I was put on the phone with him. 

Owner: “I’m sorry, I completely forgot about the appointment.  Could you possibly come back at 2pm?”

I considered canceling the appointment altogether, but then remembered that there was a 3pm open skate and it would be a nice opportunity to try out my new skates. 

Me: “Okay, I can figure out how to kill time in the suburbs and the silver lining is that I’ll be able to stay for the 3pm open skate.”

Owner: “Great, see you soon.”

Upon my return to the rink at 2pm, there was no apology or empathy.

There wasn’t even small talk. 

It was transactional. 

I was fitted for my skates, had my blades sharpened and charged $10 extra for blade covers (give ‘em the pickle, anyone?).

Me: “Will you be adding my open skate session to the bill or do I need to pay for that separately at the other window?”

Owner: “Oh, our open skate isn’t until 4:15pm today.  We did 3pm last year and it didn’t register with me when you said the time earlier.”

So disappointing.

Again, no apology or empathy. 

No thank you for your business (I spent over $300!).

No mention of hope to see you soon. 

I was told to bring my payment slip to the front window to pay.  I opened my own door, juggling my bags and boxes (and a child) and walked the 50 yards back to the register shaking my head. 

Our next open skate will be elsewhere. 

Question: What are a few ways the owner could have won back my business?