MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
05 MAY 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 Focus on making customers, not sales: Repeat customers OPEX & OPEX REFRESHER TRAINING DATES
22 MAY- OPEX 0730-1630 AMCC
23 MAY - OPEX Refresher 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
16 MAY TMO Day 1 0730-1630
10 MAY TMO Day 2 0730-1630
11 MAY TMO Day 3 0800- UTC SUMMER HIRE
19 MAY TMO and OPEX 0600 -1800 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!
GENERATIONS! What a Difference A Year (or 20) Makes! There are many generations that we interact with on a daily basis. Sometimes this gives rise to frustration, conflict and misunderstanding. Yet each generation has something worthwhile and exciting to offer. It’s helpful for managers to not only identify with their own generation but also others around them each day. One way to do so is to take a “generational” view. The following aresome typical characteristics of each generation. Traditional Generation (1922–1945) tend to: • believe in conformity, authority and rules • have a very defined sense of right and wrong • be loyal, disciplined, logical, detail-oriented • view an understanding of history as a way to plan for the future • dislike conflict • seek out technological advancements • prefer hierarchical organizational structures Baby Boomers (1946-1964) are drawn to: • long hours at the office, including evenings and weekends • building their career over the long term and loyalty to their employer • viewing themselves and their career as one and the same • commitment to quality and doing a good job • “hanging tough” through difficult work situations and policies • finding solutions to problems • being in charge and respecting authority
Generation X (1965-1980) tend to: • prefer high-quality end results over quantity • set and meet goals and are very productive • multitask • balance work and life; like flexible working hours, job sharing • see themselves as free agents and marketable commodities • be comfortable with authority but not impressed with titles • be technically competent • value ethnic diversity • love independence Generation Y (1981-1994) tend to prefer: • effecting change and making an impact • expressing themselves rather than defining themselves through work • multitasking all the time • active involvement • flexibility in work hours and appearance; a relaxed work environment • teamwork • on-the-job training • getting everything immediately • a balance of work and life “It is quite simple and straight forward: we aim to provide great customer service in clean and well maintained facilities; in the most efficient and cost conscious manner; with the understanding our existence is to serve our Customers.”
Mr. Wayne Bardell Director FMWR Fort Leonard Wood
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THE “WOW”
TOOLS, TIBITS & TRENDS
FACTOR! Don’t just satisfy your customers, WOW them!
Gratefulness is easy to
Give us the tools, and we will finish the job”
express and be felt when it
Winston Churchill.
Expressing appreciation for choosing your facility or
program.
comes from the heart.
“WOW” EVENTS!
technology consulting
TOOLS
TIDBITS
TRENDS
FUN FROM THE TOP DOWN
AGE NOT GENDER DRIVE MOST SOCIAL MEDIA USE
TRAVEL TRENDS 2012
Let’s face it: there are fun people and there are people who prefer to make our lives miserable. Maybe it’s their way of having fun. But at some point we need to take responsibility for work environment and how we interact with co-workers. Fun-based leadership CAN improve a lot of the “soft” aspects of a workplace, like morale and job appreciation, but good leaders know that it can also improve the hard productivity. Taking the lead in creating a fun workplace requires that you lead by example. Create your own atmosphere of fun within your own workspace. Take control of how you would like to work – the colors, sounds, toys and encourage others to join. The best champions of fun have a sort of magnetic personality that others like to be around. Why? Because they are fun! It may sound simplistic, but it works. Start with yourself, start small and encourage others to join in the fun. “300 More Ways to Have Fun At Work by David Hemsath”
“The 9 to 5 job is pretty much gone, and people are increasingly busy. As a result, we’re looking for fun and entertainment in every aspect of our lives.” Michael J Wolf, The Entertainment Economy
Though Facebook enjoys broad adoption among users of all age groups & genders, other social media sites do not have such ubiquitous appeal, according to a survey from Netpop Research.
Facebook, in other words, is not the norm. Facebook's penetration among socially networked adults in the US is 90%, and the site enjoys roughly the same penetration among socially networked women age 18-34 (92%) and age 35+ (92%). By contrast, YouTube's penetration among socially networked adults is 56%, but the video sharing site is far more popular among younger, social women (66%) and men (83%).
• Multigenerational happenings: Families are looking for authentic experiences and adventures to share, from American National Parks to Asia. And increasingly, that means three generations. Grandparents are taking their children and grandchildren on their bucket-list trip to the Galapagos Islands or Africa. Parents are following their college students abroad, touring where they are studying. • Value is in the experience: Wherever families go, they recognize that value stretches beyond the trip’s cost. Families are likely to spend more to get the experience they want, including opportunities to give back to the communities they visit. —Eileen Ogintz • Fizzle staycations! People want to get away from home.
WIN 59 – What was the average number of pages visited per day in April on the MWR Web Page? Email the answer and be entered into a drawing for a 59 minute card! megan.odonoghue@us.army.mil Last month’s winners: Ruby O’Dell Warren Britton Answer: On the Computer Mouse
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ADVERTISING
KEY DATES Marketing:
Upcoming Events / Spread the Word!
Aug Marketing Requests
For a link to ALL MWR Flyers and Events click here
are due by Jun 1
May 12 HERSHEY LOCAL YOUTH TRACK MEET ~ Link to Flyer CYS Youth Sports and Fitness program will be hosting a Hershey Local Youth Track Meet at 10am at Gerlach Track. The best times or distances are based on age and will move onto the district meet in Jefferson City, Missouri. FREE & open to youth ages 9-14. Registration will take place at 9am, must have proof of age when registering - 596-0209.
~ National Golf Month ~ Family Fun Month ~ 5 Aug Friendship Day ~ 15 Aug Woodstock 35th Anniversary •Sep Marketing Requests are due by Jul 1 ~ 3 Sep Labor Day ~ 11 Sep Patriot Day ~ 29 Sep National Coffee Day To capitalize on our Marketing efforts, Marketing Requests are DUE a MINIMUM of 45 days out! Getting the request at 45 days or EARLIER ensures that the Marketing Office can meet all our advertising deadlines to maximize exposure of your event, program or facility. •Requests will be accepted at anytime however you may miss out on many advertising avenues.
May 13 MOTHER’S DAY SPECIALS ~ Link to Info BRUNCH - Pershing Community Center, 10am – 2pm. $13.95 adults / $6.95 children 4-11 / FREE 3 yrs. & under. Reservations call 329-2455/573-855-0043. REC PLEX - FREE mini – golf to mothers with children on Mother’s Day between 1pm – 5pm. (limit one round of golf) 596-0843. DAUGHERTY BOWLING SPECIAL - enjoy 2 hours of bowling fun with music and laser lights. Cost is $40 per family, up to 6 persons per lane, includes 1 large single topping pizza and 4 small sodas. Special will run from 7pm – 9pm. 596-1498. LORA - the first 50 mothers will receive a FREE dozen worms or minnows. 573-346-5673. PINEY VALLEY GOLF COURSE - Mom’s golf for FREE with a paid golfer or receive a FREE bucket of range balls. 329-4770. May 18 GARRISON GOLF CLASSIC / COL WILLIAMS’ FAREWELL ~ Link to Info Check in/registration starts at 8am, putting and chipping contests 9am – 10 & Classic has a 10am shot gun start. 4 person scramble; $50 for non Annual Green Fee Patrons (AGFP) or $45 AGFP’s and includes greens fees, cart and meal. Register online at www.fortleonardwoodmwr.com . 329-4770 . May 26 SECOND ANNUAL SUMMER SPLASH BASH ~ Link to Flyer Enjoy family activities such as a climbing wall, bounce house and Summer family photo booth not to mention mini golf, go-karts and the pool. There will be fastest lap, hole in one cannon ball, dive race and hula hoop contests. Cost is $6 for ages 16 and up, $4 for ages 15 and under or $15 for a family of 4 and $2 for each additional family member. Includes; entrance to all attractions plus a hot dog, chips and a drink. Please no pets allowed at the event. Annual and Season Pool Pass will not be honored for this event. 596-0843.
WEB HITS – APRIL 2012 Check your web sites, patrons are lurking! FORTLEONARDWOODMWR.COM TOTAL HITS: 864,670 AVG HITS PER DAY: 28,822 AVG PAGES VISITED PER DAY: 1073 TOTAL PAGES VISITED: 32,195 EZINE DOWNLOADS: 645 MWR SOCIAL MEDIA VISITED FROM MWR WEB FACEBOOK: 16,340
TWITTER: 16,322
FLICKR:
YOUTUBE: 15,990
16,359
TOP 6 FLYERS DOWNLOADED 1. Movie in the Park
2. Youth Baseball
3. LORA Marina
4. Yard Sale
5. Operation Magic
6. LORA Youth Fishing
Fort Leonard Wood Family & MWR Marketing
TOP 10 PAGES VISITED 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
MWR Home Page LORA Outdoor Recreation Sports & Fitness ITR Calendar Flyers/Events PV Golf Course ACS CYSS
573 596-0117 www.fortleonardwoodmwr.com
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SPONSORSHIP KEY DATES Sponsorship: Be sure to get your Sponsorship requests in as early as possible
FY12
CASH
IN-KIND
TOTAL
EVENT MONTH
REQUEST DEADLINE
Sept
Jun 1, 2012
Oct
Jun 29, 2012
Nov
Aug 1, 2012
Dec
Sep 3, 2012
Jan 2013
Oct 1, 2012
Reminder: Sponsorship is a benefit to both the sponsor and the program receiving sponsorship. Sponsorship is not a guarantee – but will be sought if all requirements are met.
Shereece Spain
SPONSORSHIP FINANCIALS AT A GLANCE
Sponsorship Manager (573) 596-0147 shereece.n.spain@us.army.mil
NOTE: Amounts reflected in the chart at the left are not indicative that funds have been deposited. If they have been deposited and it’s prior to the month of the event, funds are held in GLAC 267. The funds will show on your income statement in the month of your event as “Sponsorship Income,” GLAC 553.
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SPONSORSHIP EVENTS & PROGRAM OVERVIEW
FY12 PROGRAM
CASH
IN-KIND
TOTAL
WEEKLY SYNOPSIS As of 1 May 2012 Missouri Eagle and Lebanon I-44 Speedway Events/Programs Discussed: They will sponsor GGC, Cruise N Shine and Go Kart Team Challenge with in-kind. We will sponsor them “FMWR Night at the Races” Contract Status: Pending Payment Status: N/A USAA Events/Programs Discussed: 4th of July, Tree Lighting Celebration, Oktoberfest Contract Status: Signed Payment Status: Deposited Essex Mortgage Center Events/Programs Discussed: Initial discussion on sponsorship opportunities. Sent info. Will continue to follow up. Contract Status: N/A Payment Status: Pending Red Bull Events/Programs Discussed: Gaming tournament – SEPT reserved date and location (Oct, NFH). Terms & conditions TBD closer to the end of May since we have time Contract Status: Pending Payment Status: N/A (inkind)
Shereece Spain Sponsorship Manager (573) 596-0147 shereece.n.spain@us.army.mil
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TEAM FMWR
CATCH US AT OUR BEST
LORA CLEAN UP: On May 3rd over 35 Family & MWR employees headed to Lake of the Ozarks Recreation Area (LORA) to help the recreation area get ready for summer season. The bonus was a great day with coworkers, a fun teambuilding opportunity!
Creating a welcoming environment for our patrons – first impressions can last a lifetime!
Family & MWR Director, Mr. Wayne Bardell lead the way – making sure LORA is “a cut” above the rest!
Professional Development
Army Civilian Training, Education and Development Systems (ACTEDS) http://cpol.army.mil/library/t rain/catalog/
SSD Maintenance crew pads the camp sites so patrons will have a comfortable nights sleep.
CRD crew pose for the camera in between raking the shore line.
Warren Britton from SEPT assists with the leaf burning along the incoming road.
SSD pitches in to remove debris from the shore creating a view for patrons to enjoy.
The ACTEDS is a comprehensive, sequenced plan of training, education and professional development experiences required for your career progression. Resting on a foundation of core technical competency, this plan integrates leadership skills and business based competencies to lead a flexible and responsive Army FMWR Team into the 21st Century. Professional growth and self-development is the joint responsibility of the employee and supervisor. This ACTEDS Plan provides a roadmap to career progression. We charge each supervisor and FMWR leader to support this ACTEDS Plan and make career development and professionalism a reality for the Army FMWR employees. Morale, Welfare and Recreation / Career Field 51 (MWR) (CF-51)
Taking a much needed lunch break to refuel.
The reward of a hard days work was a boat cruise on Lake of the Ozarks!
Fort Leonard Wood Family & MWR Marketing
573 596-0117 www.fortleonardwoodmwr.com
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