MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
09 SEPTEMBER 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 Excellent firms don't believe in excellence - only in constant improvement and constant change. -Tom Peters OPEX & OPEX REFRESHER TRAINING DATES
OPEX 19 Sep 0730-1630 AMCC
OPEX Refresher 20 Sep 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
Sep Oct Nov Dec
12-14 10-12 14-16 12-15
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!
Event Planning Timeline & Checklist The success of an event is, mostly, the result of careful and thorough project planning to keep everyone on track and ensure you do not miss any important deadlines. However, this takes time and effort, often a luxury in our busy schedules. This checklist is designed to help you with your event/program planning. Note: Depending on your event you may or may not require everything listed.
6 to 12 Months Prior to your Event q Who, What Where When & WHY. q What is the WOW factor!. q Determine your total budget available for the event. q Investigate available dates, check against calendars. q Confirm date availability and get reservation confirmation. 3 to 6 Months Prior to your Event q Secure any necessary permits and contracts required for your event. q Schedule External/Internal IPRs or brainstorming sessions. q Submit a Sponsorship Request - outline the benefit your event offers the sponsor. q Submit a Marketing Request - outline the marketing pieces that you anticipate needing for your event. q Coordinate with SGS for VIP’s who will be in attendance. 2 Months Prior to your Event q Develop initial site plan. q Work to finalize invite, décor , menu etc. q Order any awards or trophies that will be required for your event. q Request photo support from Marketing. q Request online support (forms, registration, surveys etc) from Marketing q Determine final signage list for the event and provide to Marketing.
1 Month Prior to your Event q Confirm staff. q Confirm attendance. q Get talking points to Command or speakers, if necessary. q Coordinate change fund with Financial Management, if necessary. q Finalize set up and review timeline for accuracy. q Confirm details - hotel accommodations, transportation, menus etc and adjust numbers, if necessary. One Week Prior to Your Event q Confirm final attendance numbers and get final count to catering department. q Order any checks that will be needed onsite for musicians or other entertainers. q Finalize vendors / sponsor needs. q Get final script and timeline to all involved parties. q Pick up change fund from FM, day of or day prior to your event. q Hold training session with any staff and/or volunteers to finalize assignments, answer questions and provide direction. q Conduct walk-through of the space with all volunteers, staff and involved vendors. Day of Event q Set Up (at LEAST one (1) hour prior to event) at a minimum – more time if necessary. q Walk through event space and ensure all set up is complete and correct. q Conduct equipment checks. q Check registration/ticket area and ensure ready to open on time. q Go over final details with staff. q Start (and End) ON TIME! Event Wrap-Up q Conduct a post-event evaluation / Survey / AAR. q Do a final budget wrap up q Celebrate!
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THE “WOW” FACTOR! Don’t just satisfy your customers, WOW them! Be everywhere, do everything, and never fail to astonish the customer.
“WOW” AUGUST EVENTS!
TOOLS
TIDBITS
TRENDS
TIME MANAGEMENT
A BETTER WAY TO WALK AROUND
GENERATION Y
7 principles of time management: 1. Be active, not just reactive. It will be easier to be active if you also follow principle 2. 2. Set goals. 3. Prioritize actions. 4. Keep your focus. 5. Create realistic deadlines. 6. D-O I-T N-O-W! Once you decide on a plan and are focused, just do it now. Here is an easy way to help you remember this principle: Divide and conquer, break big tasks into little tasks. Organize your materials. Ignore interruptions & annoying distractions. Take time – do it right not fast. NOW, not tomorrow. Don’t procrastinate. Opportunity is knocking. Take advantage of opportunities. Watch out for time gobblers. Keep track of, and in control of, how much time you spend on the Internet, sending e-mails, or talking on the phone. 7. Balance Your Life. Source: Jan Yager, Ph.D
It is becoming increasingly difficult to maintain good morale and productivity throughout the recession. Employers are now dealing with rumors of layoffs and cutbacks and rising concerns about job security. Management By Walking Around (MBWA) is a way to be more visible, connect with employees, invite suggestions, improve morale, productivity, and engage employees. Tips for MBWA: • Do it yourself. Don't bring an entourage. • Don't announce it in advance. That will help keep the interaction natural and effective. • Come with a few questions. Remember, the boss makes a lot of people nervous and many may get flustered and not know what to say. Ask simple questions. • Follow up. One easy way to kill the positive impact of walking around is to act interested and then not follow up! • Recognize and reward good behavior. • Don't criticize! If you see someone not performing up to task or something you don't like, make a mental note and take it up with the employee or the employee's supervisor at a later date. Source: ClearRock, an outplacement and executive coaching company
Trends in Gen Y Work Behavior. (1980-2000) Gen Y workers grew up in an environment of adult attention where monitoring, recognition, and support were the norm. Boomer and Generation Y conflict does not have to continue however. When Boomer managers understand the differences, they can both adapt their own interaction style and educate others to promote organizational productivity. Give Frequent Feedback Ys are used to immediate feedback on how they are doing. It comes from growing up in a digital world. Coach and Mentor Rather than Supervise Ys respond better to coaching that focuses on outcomes, rather than control. Explain Workplace Standards Boomer managers can help the transition of Gen Ys to the work world and gain acceptance by explaining the company’s standards of behavior with the reasons why this behavior is needed. Support work/life balance. For this younger generation, work/life balance is among their top working priorities. Ys have seen the toll that work has taken on some Boomers and decided that they want some balance in their lives.
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ADVERTISING
KEY DATES Marketing:
Upcoming Events / Spread the Word!
Dec Marketing Requests
For a link to ALL MWR Flyers and Events click here
are due by Oct 1
Now – Sept 25 REGISTRATION FOR TASTE OF THE ARTS GALLERY ~ Flyer Family & MWR is seeking original works of art in categories from drawing, painting, photography, and sculpture. Art work will be show cased at the Fort Leonard Wood’s Taste of the Arts Gallery on October 4 at the Piney Valley Golf Course from 6:00 pm-8:00 pm. Cost to register is $5 per artwork for adults / FREE for children grades K-12. Prizes will be awarded for the top 3 artists in each age . Registration for artwork is open to the public. Register your artwork at the Frame Shop located in Bldg. 490, Mini Mall. For more information call 596-0242.
~ 6 St Nicholas Day ~ 7 Pearl Harbor Day ~ 25 Christmas ~ 31 New Year’s Eve Jan Marketing Requests
September 15 BGCA Day For Kids! ~ Flyer Join the FREE celebration from 1:00 pm – 4:00 pm at Pippin Youth Center! Boys & Girls Clubs of America celebrate “Day for Kids” in a huge way across the country and on military installations overseas. From Rota, Spain to Sierra Vista, CA. PYC and the BGCA are hosting indoor/outdoor festivals and picnics, free food, inflatables, games, arts & crafts, archery, and door prizes! For more information call 596-0209.
are due by Nov 1 ~ 1 New Year’s Day ~ 3 Fruitcake Toss Day ~ 21 Martin Luther King Day ~ 28 Fun @ Work 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.
September 15 ROCKY HORROR PICTURE SHOW ~ Flyer Time warp through Family & MWR’s Rocky Horror Picture Show! Bring in your sense of humor to this rock-musical send up of an old science fiction/horror film, where people yell back lines during the extended pauses between dialogues, dress up in costumes and act out the film and throw props various times during the film. Event begins at 8:00 pm at the Blackjack Bar & Grill Patio. Event is FREE and open to the public 18 yrs and older. Blackjack Bar & Grill is located in the Pershing Community Center Bldg. 4109 Piney Hills Drive. For more information call 596-6913. September 29 OKTOBERFEST ~ Flyer Family & MWR will host the annual Fort Leonard Wood Oktoberfest family fun celebration from 6:00 pm-11:00 pm at the Pershing Community Center, patio side. Event is FREE and open to the public. Celebration will feature traditional Oktoberfest food, music, Biergarten and games and activites for all ages! Feiern sie freunde an Oktoberfest-Prost! For more information call 596-6913.
WEB HITS – AUGUST 2012 Check your web sites, patrons are lurking! FORTLEONARDWOODMWR.COM TOTAL HITS: 82,1882 AVG HITS PER DAY: 26,512 AVG PAGES VISITED PER DAY: 930 TOTAL PAGES VISITED: 28,857 EZINE READERS: 5920
TOP 10 PAGES REQUESTED
MWR SOCIAL MEDIA VISITED FROM MWR WEB FACEBOOK: 17,405
TWITTER: 17,382
FLICKR: 17,417
YOUTUBE: 17,090
1. MWR Home Page 2. LORA 3. Outdoor Recreation 4. Sports & Fitness 5. ITR 6. Calendar 7. CYS Services 8. Employment 9. Rec Plex 10. Flyers/Events
TOP 4 FLYERS DOWNLOADED 1. Tops in Blue
2. Operation Rising Star
3. LORA Marina
4. Bowling Leagues
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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
Dec
Sep 3, 2012
Jan 2013
Oct 1, 2012
Feb
Nov 1, 2012
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
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 Manager (573) 596-0147
SPONSORSHIP FINANCIALS AT A GLANCE
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
SYNOPSIS As of 1 August 2012 Shutterfly Events/Programs Discussed:
Now handled by IMCOM G9 Sellers Sexton Events/Programs Discussed: CG Scrambles (Sept & Oct) and Movie in the Park Contract Status: N/A Payment Status: N/A Red Bull Events/Programs Discussed: Gaming Tournament – Attempting to schedule meeting with RB and IWE to discuss logistics and sponsorship details. Contract Status: TBD Payment Status: TBD Taste of the Arts MOA and payment pending: Stone Hill Winery MO Eagle St. James Winery Follow ups sent to: Piney River Brewery Public House Brewery Major Brands (distribute many wines/beers) Grellner Meramec Vineyards Three Squirrels Underground Liquors Questionable: Traver Home Winery – Possibly out of country
SPONSORSHIP COMPARISON FY 2010-2112
Declined: Les Bourgeois – Date conflict Continue to solicit for Hunting & Fishing Day Day for Kids Oktoberfest Taste of the Arts
YEAR
CASH
IN-KIND
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
EMPLOYEE HIGHTLIGHTS – COMMUNITY SUPPORT COMMUNITY EXPO: On August 3rd Family & MWR supported the ACS Community Expo held at Nutter Field House. ANNUAL TRAINING CONSTITUTION DAY TRAINING To be completed in September SUICIDE PREVENTION Post Chapel 12 September, 2012 1000-1130 / 1300-1430
Amber Munson (DFC) highlights the Fitness Classes to a patron!
Brian Shupe (SSD) highlights recreation opportunities on Fort Leonard Wood.
OPSEC AND TARP TRAINING Baker Theater B 18 September, 2012 1300-1430 / 1500-1630 SHARP TRAINING Lincoln Hall 25 September, 2012 0800-1000 / 1300-1500
Aaron O’Donoghue (Auto) showcases what the Auto Craft Shop has to offer patrons.
BOSS Members highlight their programs.
WIN 59 – Finish the sentence ~ People tend to support that which ……. Email the answer and be entered into a drawing for a 59 minute card! megan.j. odonoghue.naf@mail.mil Last month’s winner: Sara Hendrix Answer: Interactive Customer Evaluation.
Andrew Bell (OAC) talks outdoor adventure and takes an opportunity to market what OAC has to offer!
Lena Upgraft (DBC) was on site to promote bowling activities and leagues!
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