MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
13 JANUARY 2013
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 THE BUDDY SYSTEM Your customers drive your bottom line. You better like them; they are going to pay your bills and build your business. Always imagine yourself in the other person's shoes. Do you want slick or sincere? Do you want a smile or a grin? An honest answer to questions or a canned reply? OPEX & OPEX REFRESHER TRAINING DATES
26 FEB - OPEX 0730-1630 AMCC 27 FEB - OPEX Refresher 0800-1130 or 1300-1630 AMCC 20 MAR - OPEX 0730-1630 AMCC 21 MAR - 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 – date TBD.
Customer Service isn’t a department, it’s an attitude!
Business New Year Resolutions Just as the advent of a New Year makes for an excuse to lose 10 pounds or put more money into savings, so too is it a good time for businesses or managers to take stock of where they are and where they want to be this time next year. Setting some short term objectives is a great way to start with an ending target of tying your short term objectives into your long term goals. Inspiration and accountability are also two essential components for turning goals from abstract into reality. Goals are not separate from the culture of the organization , they happen when you create a culture of caring which leads to buy-in. A few starters; Solicit Employee Input You may have a clear vision of where you want your company to go, but it's also crucial to motivate employees so they're looking in the same direction you are. So, instead of issuing a top-down initiative, try co-creating goals with employees. Set Long-Term and Short-Term Goals Create long-term goals to provide mileposts to help you visualize progress for the years to come. Then develop short-term, monthly and quarterly objectives to lead your organization step-by-step toward the accomplishment of the longer-term goals.
Stay Organized and Focused The reality is, a growing business will have more than just a few goals. That's when a vigilant focus and a commitment to organization comes into play. Pick a time each week to review goals – tracking short term goals will keep long term goals visible and on track.
Be Consistent Another problem that can arise with having many distinct goals for your business is the possibility they will conflict with each other. Example Companies wanting 100 percent customer satisfaction but also want the highest margins. Customer service is expensive, so that's not going to happen. You have to pick. Look at the big picture. Also look out for a situation where you're unwittingly preventing employees from accomplishing a goal. Have a “Plan B” Even with your best efforts, you won’t reach every goal. Knowing this, allow for some variation in your plans. There should always be an alternative that addresses unexpected challenges or opportunities beyond your control Build a Culture of Appreciation One important (and often overlooked) part of the business goal setting process is rewarding the employees who are actually working to achieve those goals. This isn't always a financial incentive, a simple thank you and celebrating what went right instead of only focusing on what went wrong is appreciated. If you work in a company long enough where that's not practiced, the motivation starts to disappear. “The most important thing in any business is the people! Take care of yourself and your employees. Happy healthy employees make for a happy healthy organization’” 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!
W. O. W stands for Wonderful, Outstanding and Way beyond what you ever expected!
DECEMBER “WOW” EVENTS!
TOOLS
TIDBITS
TRENDS
CREATING GOALS
COLOR OF THE YEAR
MOBILE MOMENTS
Make them S.M.A.R.T.: S –Specific ( or Significant) In order to work, objectives need to be concrete (not as abstract as your long-term aims) and highly detailed. M – Measurable (or Meaningful) Put a figure or value, such as a dollar amount or percentage, to the objective. A - Attainable (or Actionoriented) Lay out which actions need to be taken by which people, and when. R - Realistic (Relevant or Rewarding) Make goals challenging, but consider your resources so that you can actually achieve them reasonably. T - Time specific (or Trackable) Set a deadline to keep things on track. __________________________ WIN 59 –How many courses are offered through the FMWR Academy? Email the answer and be entered into a drawing for a 59 minute card! megan.j. odonoghue.naf@mail.mil
Did you know that there is actually a Color of the Year chosen for each year? It’s a color that is selected annually by the Pantone Company and which guides color trends for that year. 2012’s was Tangerine Tango (Pantone 17-1463) and the justannounced 2013 Color of the Year is…drumroll ……… Emerald Green Pantone 17-5641 The colors were chosen with international sentiment in mind, so the bold, peppy Tangerine Tango was supposed to lift our spirits during tough economic times in 2012. Pantone revealed Emerald as 2013’s Color of the Year, Leatrice Eisman, executive director of the Pantone Color Institute, stated that “Green is the most abundant hue in nature – the human eye sees more green than any other color in the spectrum,” and it brings a sense of renewal. So it is meant to bring us together although worldwide politics have been divisive as of late.
“Lifestyle multi-if-not-hyper-tasking: why micro-convenience, miniexperiences and digital snacks will rule in 2013.” For those wondering where ‘mobile’ will head next, one behavioral insight should give you plenty to run with: in 2013, consumers will look to their mobile devices to maximize absolutely every moment. Hectic, urban lifestyles mean that no amount of (micro) time will be too fleeting, or activity too absorbing, to cram in more content, connection, consumption or simply more fun. A survey of US adult smartphone owners found that 63% of female respondents and 73% of male respondents don’t go an hour without checking their phone. Cell phone users between 18 and 24 exchange an average of 109.5 messages on an average day, more than 3,200 per month. An academic study of Android users’ app-habits revealed that while users spend nearly one hour on their devices a day, the average app session lasted only just over a minute. Source: Trend Watching
Last month’s winner: Shanon Borek
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ADVERTISING
KEY DATES Marketing:
Upcoming Events / Spread the Word!
To capitalize on our
For a link to ALL MWR Flyers and Events click here
Marketing efforts, Marketing
Jan 14 – Feb 14 MINI VOLLEYBALL: REGISTRATION For youth ages 5-8yrs. Season will begin on 18 Feb 2013 at Pippin Youth Center. Cost per child is $20. Parents are required to participate. No physical needed. Monday for ages 5 - 6 yrs and Wednesday for ages 7-8 yrs from 6:00 pm - 7:00 pm. For additional information please contact the Youth Sports Office at 596-0209.
Requests are DUE a MINIMUM of 45 days out! Getting the request at 45
January 25 MEGA TEXAS HOLD ‘EM ~ Link to Flyer Game time is at 6:00 pm, final registration will take place at 5:30 pm at the Pershing Community Center. Registration cost is $20 in advance and $25 day of. Register at ITR (Bldg 490) or online at www.fortleonardwoodmwr.com. No cash prizes. Patrons must be 18 yrs. and older to play. 596-6913.
days or EARLIER ensures that the Marketing Office can meet all our advertising deadlines to maximize
January 25 MARTINIS AND MANICURES ~ Link to Flyer Join us at the Pershing Community Center, 6pm for martinis and manicures, and enjoy a free night of pampering and great conversation. A variety of martini flavors will be available for purchase. 596-6913.
exposure of your event, program or facility. •Requests will be accepted at anytime however you may miss out on many advertising
avenues. •March Marketing Requests are due by January 13. ~ Women’s History Month
February 1 CHICS AND CHOCOLATES BUNCO ~ Link to Flyer Family & MWR will be hosting Bunco beginning 7:00 pm at the Pershing Community Center. Join in on this fun dice game and win great prizes. Prizes will be awarded for the most wins and most losses. Random drawings will also be held between rounds for prizes. Event is FREE and open to authorized personnel. Must be 18 yrs. and older to play. 596-6913. Additional Dates: March 8 – 70’s Flashback February 3 SUPER BOWL PARTIES ~ NUTTER FIELD HOUSE - (Bldg 1067), 3pm Bring your friends and watch the Super Bowl on FMWR’s BIGSCREEN No Cover 596-6913.
•April Marketing Requests
~ BLACKJACK BAR & GRILL – no cover watch the big game on the Big Screens. $10.00 buffet available with traditional “football foods.” Prizes awarded for the most team spirited groups. Great Food, Great Staff, Great Atmosphere! 329-2563.
are due by February 11. ~ Month of the Military Child ~ 8 Apr – Easter ~ 22 Apr Earth Day
WEB HITS – DECEMBER 2012 FORTLEONARDWOODMWR.COM TOTAL HITS: 772,916 AVG HITS PER DAY: 24,932
AVG PAGES VISITED PER DAY: 408 FILES DOWNLOADED: 697,108 TOTAL PAGES VISITED: 29,133 TOP 10 PAGES VISITED
EZINE DOWNLOADS: 645
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
MWR SOCIAL MEDIA VISITED FROM MWR WEB FACEBOOK: 13,656
TWITTER: 13,641
FLICKR:
YOUTUBE: 11 714
12,238
Check your web sites, patrons are lurking!
MWR Home Page Outdoor Recreation Sports & Fitness LORA Calendar ITR Bowling Employment ACS Flyers/Events
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KEY DATES Sponsorship: Be sure to get your Sponsorship requests in as early as possible
EVENT MONTH
REQUEST DEADLINE
Mar April
Dec 3, 2012 Jan 9, 2013
May
Feb 1, 2013
June
Mar 1, 2013
July
Apr 2, 2013
Aug
May 1, 2013
Sept
Jun 1, 2013
Oct
Jun 29, 2013
Nov
Aug 1, 2013
Dec
Sep 2, 2013
Jan 2014
Sep 30, 2013
Feb
Nov 1, 2013
A LITTLE SPONSORSHIP INSIGHT – IEG SURVEY 2012
Reminder: Sponsorship is a
(Why a solid yearly programming calendar is so important!)
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 Manager (573) 596-0147 shereece.n.spain@us.army.mil
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SPONSORSHIP EVENTS & PROGRAM OVERVIEW WHEN FILLING OUT A SPONSORSHIP REQUEST
Month
Cash
In-Kind Value
Total
JANUARY
$50.00
$50.00
BUNCO
$50.00
$50.00
FEBRUARY
$50.00
$50.00
BUNCO
$50.00
$50.00
SCENTSY - RONDA KELLY
VELATA - REBECCA HUTLZ MARCH
$300.00
$200.00
$500.00
TASTE OF THE ARTS
$300.00
$200.00
$500.00
GRELLNER
MISSOURI EAGLE ST JAMES WINERY VELATA - REBECCA HUTLZ SEVEN SPRINGS WINERY APRIL
$275.00
$275.00
FUN FAIR
$275.00
$275.00
BIG O TIRES MAY
$300.00
$300.00
MILITARY SPOUSES DAY
$300.00
$300.00
FT WOOD HOTELS
SPONSORSHIP COMPARISON FY 2010-2113
•Identify benefits to Sponsor •Value of benefits to Sponsor •Identify suitable Sponsoring Companies •Tailor ideas to demonstrate benefits to Sponsor! •Identify POC on site or at the facility •Use altruistic benefits as "icing" Consider the sponsors perspective and the criteria they will use to judge your proposal: •How will they see your group in comparison to others •What do you want to achieve through your activities or events? •Do your activities or events achieve the sponsor's marketing objectives. •Is it a good fit with their product image? •What profile does it give their business? •How reliable is your group. •Will you deliver? •How does the sponsorship help their business? •How does it help sell their product/service? Your request should address these concerns to help the sponsorship manager sell your program and have the best chance of standing out to a sponsor.
Shereece Spain Sponsorship Manager (573) 596-0147 shereece.n.spain@us.army.mil
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TEAM FMWR
CATCH US AT OUR BEST Professional Development
FMWR JAN 2013 AWARD CEREMONY – A DISCO NEW YEAR MG. ROBERT M. JOYCE INSTALLATION MANAGEMENT ACADEMY
Employee of the Year FY12 Connie Obermuller – CRD / ITR
Unsung Hero – Trinity Ponder BOD / PCC
Employee of the Quarter Andrea Ogle – CYSS / SAS
Penny Saver Award – BOD / Golf Unsung Heroes – CRD Field Maint. Randy LaMountain , George Miller Paul, Francisco & Stephen
The Installation Management Academy, School of Family and MWR supports the Family and MWR Master Training Plan by training entry level through executive staff and providing results-driven support. The School for Family and MWR offers approximately 60 courses through online or classroom formats. Currently, 40 courses have received college credit recommendations from the American Council on Education (ACE). All courses receive continuing education units (CEUs) from the International Association for Continuing Education and Training (IACET). Visit the Academy at www.imcomacademy.com. For Academy assistance please contact the Family & MWR Register at imcom.academy@us.army.mil or call 210-466-1050 and choose option 1.
Unsung Hero – Iris Matesowicz BOD / PCC
Unsung Hero - Jeff Barrett CRD / DFC
Unsung Hero – Larry Peterson CRD / DFC
Unsung Hero – Amber Munson CRD / DFC
Unsung Hero –Christie Skelton CRD / Library
To take a look at our catalogue or to see our news feed, log onto http://www.imcomacademy.co m/
Unsung Hero – Ron Taylor BOD / DBC
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