1. How Loyal Are Your Customers …after the water park explodes?
National Recreation and Park Association
2017 Annual Conference
New Orleans, Louisana
Thursday, September 28, 2017

2. Build loyalty and regain your relevancy

3. Build loyalty and regain your relevancy
Focus of today’s educational session
Discussing incident preparedness needs beyond the emergency action plan
Analyzing the essential elements that are required for maintaining customers in good times and in bad times
Creating a planning outline that strengthens the services, programs and experiences for all customers following a significant incident

4. Build loyalty and regain your relevancy
Pools vs. Water Parks – Is There a Difference?
According to The International Association of Amusement Parks and Attractions, in 2016 there were 405 attractions, which included water parks, zoos, aquariums and science centers. These attractions drew an estimated million visitors each year with a national economic impact of $55.4 billion in , the last year the figure was available. Amusement parks employ 100,000 people year-round and 500,000 seasonally.
A 2007 study cited by The Safety Record newsletter provides some insight into the types of injuries that are typically suffered by patrons of water parks. It revealed that out of 325 patients:
18% were fractures to arms, legs or extremities 18% consisted of lacerations 15% were concussion, head injuries 15% were sprains to arms, legs or extremities 6% were contusions

5. Build loyalty and regain your relevancy
Specific Duties and Responsibilities
Example of Duties:
Diligently watch the water and deck to prevent accidents and injuries
Ensure the health, safety and welfare of park visitors
Communicate with supervisors and coworkers on a regular basis
Provide general park information
Perform required maintenance of safety checks of all lifeguard equipment
Provide first aid and emergency medical aid to visitors and respond to other emergencies as needed
Complete neat, concise and accurate written reports on all accidents and incidents
Maintain training requirements
Responsible for the cleanliness and general upkeep of park facilities
Respond to special requests, complaints and suggestions from park visitors in an effective manner
Ensure that all activities and operations are conducted in accordance with established procedures and policies
Enforce rules, safety regulations and general facility rules for the visitors
Perform other duties as required

6. Build loyalty and regain your relevancy
If no irregularities exist, maintenance personnel should be notified that “the slides have been walked and are clear”. After being notified, maintenance can begin to turn on the water. Once the water is on, all slides should be ridden by lifeguards assigned to the specific attractions to determine that the slides are clear.
If irregularities do exist, a lifeguard supervisor should be notified immediately. It is then the responsibility of the supervisor to notify maintenance personnel. Maintenance will then inspect the slide and determine its condition. If the irregularity poses no potential harm, the slide will be opened and it will be repaired as soon as possible. If the irregularity poses potential harm, the slide will be closed until the problem can be corrected.

7. Build loyalty and regain your relevancy
What ARE the key elements of Emergency Action Plans?
Staff coverage
Rotation
Pool Chemistry
Exposure to chemicals
Training
Emergency management
Crowd Control
First Aid
Evacuation
Anything missing?

8. Build loyalty and regain your relevancy
Is Customer Service a part of Emergency Action Planning and Preparation?
Define your customers
Internal
External
Demonstrate trust
Expand your support system
Training
What is missing?

9. Build loyalty and regain your relevancy
Alpha Benefits
Staff Development Opportunity
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10. Build loyalty and regain your relevancy
Keys to Rebuilding
Change work focus
Cross train
What can you do?

11. Build loyalty and regain your relevancy
Lessons Learned