MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
12 DECEMBER 2012
this issue Marketing P.1 Customer Service P.1 Tool, Tidbits, and Trends P.2 The WOW Factor P.2 Upcoming Events P.3 Web Hits P.3 Key Marketing Dates P.3 Sponsorship P.4 TEAM FMWR P.6 Professional Development P.6
CUSTOMER SERVICE Be optimistic in yourself; positive hope can’t help but out spill over to others. OPEX & OPEX REFRESHER TRAINING DATES
OPEX 30 JAN 0730-1630 AMCC
OPEX Refresher 31 JAN 0800-1130 or 1300-1630 AMCC
Remember space is limited to 28 per session so please get your staff registered now. The Refresher is for front line staff. Anyone who is a rater is to attend the Sustaining the Covenant Management Workshop.
TEAM MEMBER ORIENTATION Held at Audie Murphy’s Community Center
DEC 26-28 JAN 16-18 TMO is required within the 1st 90 days of hire. Contact Ruby O'Dell to sign up your new staff for training!
Customer Service isn’t a department, it’s an attitude!
The Leadership Secrets of Santa Claus You know, as a kid I always wondered how Santa got it all done in a night: all those presents on one sleigh, all those tired reindeer, all those houses . . . so many tasks, so few resources, so little time. Well, finally - here are the answers! 1. Build a Wonderful Workshop Santa Claus is the kind of manager who cares as much about his elves as he does the work that they perform. Focus on your people as well as your purpose. Santa realized that nothing was going to work if everyone didn’t understand the Big Picture, the mission and values. 2. Choose Your Reindeer Wisely Bring in only the best, and you won’t have nearly as many problems getting them to perform. Once you’ve brought them on, it’s all about finding where they fit best to pull that sleigh. Make sure you get a good mix of reindeer out there in front of your vehicle, because each position takes different kinds of abilities, personalities and experience, and it’s that mix that makes it all work – that creates a real team.
3. Make a List and Check it Twice Santa’s motto! Our success and reputation for excellence is the result of clearly defined goals combined with well-thought-out plans to accomplish those goals. Make a plan, and follow the plan you worked out, and use all available resources wisely. 4. Listen to the Elves Santa understands that great leadership is about moving hearts and minds, not just about moving presents around the world. Santa knows there is no way he could get it all done by himself. He knows he’s just the front man for something much larger than himself. Without his little helpers and all the reindeer, he could not accomplish his mission. In your career, understand that behind every great leader is a team. Every team member knows they can’t make it on their own.
5. Get Beyond the Red Wagons Santa knew toys changed yearly - change is inevitable, our only choice is only how we responded to it. Employees accept change when the explanation for change is given, teach the business of the business. The more your employees understand about how the business works, the more understanding they’ll be of change. One entity that drives change is the customer, learn to listen to what their needs are. 6. Share the Milk and Cookies Without the elves and reindeer just doing their jobs there wouldn’t be a Christmas. Help your employees see the difference they make. Nothing motivates employees more than knowing that they’re making a difference. Good performance should be reinforced with positive consequences. Recognition is everyone’s job, an “Attitude of Gratitude” should be one of your most important workshop values. 7. Find Out Who’s Naughty And Nice Not only does Santa realize the importance of rewarding performance, he personally monitors your behavior throughout the whole year. We know the importance of taking personal accountability for quality, especially when it comes to people and performance. Make sure everyone knows and understands the expectations that come with employment. Confront problems early; coach those in need and to recognize the super star performers.
8. Be Good For Goodness Sake Santa sets the example. Take the LEAD and be willing to “walk the talk”. Establish guidelines and accountability. Remember that everything counts. The way you talk to each other. The types of jokes that you share, the commitments that you make and keep (or don’t keep). The credit that you appropriately share (or don’t share) with your fellow workers. Everything counts for your people, and especially for you as their leader. Source: The Leadership Secrets of Santa Claus by Eric Harvey, David Cottrell & Al Lucia
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