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In 2003 the Leigh Pratt Aquatic Center faced a public relations crisis: A little girl got her finger caught between the pool wall and an underwater light fixture. She freed herself, but not the finger, and surgeons couldn't reattach it.
The facility could not quell the negative publicity from the incident. But it took swift measures to bring public swimmers and daily admissions back up to the positive numbers it had prior to the accident.
Since then, underwater lights are checked daily and lifeguards are reminded to be as professional as possible while on duty. They refer all patron inquiries to a department head or supervisor. That way, everyone knows they are being heard.
But that's just one of the ways the facility makes people feel special. Patrons who do laps and take water aerobic classes keep track of the number of miles they swim or water-walk, as well as the number of hours. After markers of 100, 250 and 500 miles/hours, the patrons receive a certificate, T-shirt or water bottle, and their names go on a display.--R.Y.
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