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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