MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
16 APRIL 2013
this issue Marketing P.1 Customer Service P.1 Tools, 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 Training P.5 Professional Development P.5 TEAM FMWR P.6 Employee/Program Highlights P.6
CUSTOMER SERVICE It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages. Henry Ford OPEX & OPEX REFRESHER TRAINING DATES
APRIL FOOLS - N9O ONEMARKETING FAILURES IS PERFECT! LOL AD PLACEMENT
ACRONYM FAILS
MISCELLANEOUS
25 APR - OPEX 0730-1630 AMCC 26 APR - OPEX Refresher 0800-1130 or 1300-1630 AMCC 21 MAY - OPEX 0730-1630 AMCC 22 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 – date TBD.
“Hand out ICE Cards, ask the customer what they think, feel & need – then we will know how to deliver our services.”
Obesity vs. Fast Food! Is the goal to confuse people or just cause arguments between parents and children?
Braille fail! I understand the target is for those purchasing for sight impaired but the irony is somewhat ridiculous. And really? “Never seen before?”
WTF were you thinking? Surely you could rearrange this and it would still get your message across? Must be a generation gap thing.
Banana-nana-fofana Some say the name of your product isn’t important. I disagree, and this demonstrates it perfectly. A banana by another name is still a long yellow thing!?
Overemphasis Okay, so you have a bad acronym, don’t make it worse!
Proof Reading is very important Kids may eat free but they’ll pay to use the restroom!
Don’t bring this home to mom Really? Research your acronyms!
Benefit statement Surely they could have thought of a better selling point. I wouldn’t pick up hitchhikers!
Mr. Wayne Bardell Director FMWR Fort Leonard Wood
Customer Service isn’t a department, it’s an attitude!
There are no words! Except WHY?
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THE “WOW”
TOOLS, TIBITS & TRENDS
FACTOR! Don’t just satisfy your customers, WOW them!
“A determined soul will do more with a rusty monkey wrench than a loafer will accomplish with all the tools in a machine shop.”
Everything you do and say should be a signature that you care. How you look & sound determines what the customer sees.
APRIL “WOW” EVENTS!
Robert Hughes TOOLS
TIDBITS
TRENDS
BRAND YOUR EVENT
A PICTURE IS WORTH A THOUSAND WORDS
EMPLOYERS RESEARCH SOCIAL MEDIA
Brands are psychology and science brought together as a promise-mark as opposed to a trademark. Products have life cycles. Brands outlive products. Brands convey a uniform quality, credibility and experience. Brands portrait a feeling. Brands are valuable. HOW CAN WE HELP YOU BRAND? Our office has a variety of MWR BRANDED items to help you brand your program/event. • 10x10 Pop Up Tent • 4 FMWR Flags • 5 AFC Flags / AFC Pop Up Display • MWR Tension Banner Displays • Large tablecloth (with logo) • Large display board to showcase your information.
The statement refers to the notion that a complex idea or feeling can be conveyed with just a single image. It also aptly characterizes one of the main goals of visualization, namely making it possible to absorb large amounts of data quickly. Marketing uses pictures taken at your events to capture a memory for patrons, advertise the next upcoming event via web, social media and TV and to gain more traffic to our web and social media sites. We use them in our After Action Reports for facilities, programs, sponsors and to show potential customers what they may have missed by not attending . FLW FMWR PHOTO GALLERY Has over 12,700 photos from over 100 FMWR events. View it online at www.flickr.com/photos/flwmwr/sets View our latest commercial at
Email Megan O’Donoghue if you would like to schedule use of these item.
www.youtube.com/user/flwmwr
Have you taken pictures and want them uploaded?? Send a photo disk to marketing and we’ll get them uploaded for you! Need a photgrapher? Just ask and we will try to accommodate the best we can.
A study of UK HR professionals found that 90% search for unprotected social media profiles in order to assess a candidate’s suitability. They also found that the majority of 18-25 year olds had never reviewed their online profile, which could potentially impact on their career prospects. In more positive news, over 2/3 of employers said their view of a candidate had been improved after reviewing their social media profile. Recruiters are assessing potential candidates using a range of social media platforms: Facebook (85%); Twitter (47%); You Tube (23%); Instagram (16%); Flicker (15%). Nearly 3/4 of professionals rely on LinkedIn to conduct their online searches. Over half of recruiters have turned down a job applicant because of their online profile; 65% view the content they find online about a candidate as very important. In the US, employers appear to take a harder line. 84% have turned down those with drunken pictures, compared to 70% in the UK, and 91% have rejected those with “nude” photos, compared to 75% in the UK. Source: The Beans Group / Youth Marketing
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ADVERTISING
KEY DATES
Upcoming Events / Spread the Word!
Marketing:
For a link to ALL MWR Flyers and Events click here
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.
April 1 – 26 YOUTH T- BALL AND COACH PITCH BASEBALL ~ Click for flyer Cost is $45 per participant, includes uniform and trophy. Youth must have a current physical, good through the end of the season, turned in with registration. Child must be registered with the CYS Services, Bldg. 470, Rm. 1126, 7:30 am – 4:30 pm. Practice begins May 6 / Season runs from May 6 – July 6. 596-0238. April 10 TEEN CAREER FAIR ~ Click for flyer Held @ Pippin youth Center, employers, local colleges, military recruiters, and other resources will be available on site from 3:30 pm – 6:30 pm. Possible interview so patrons should dressed for success!!! Ages 15 -18 or grades 9 – 12. Call Pippin Youth Center for more details at 596-0209.
•Requests will be accepted at anytime however you may miss out on many advertising avenues. •June Marketing Requests
April 12 COMMANDER’S GOLF SCRAMBLE ~ Click for flyer Piney Valley Golf Course with a noon shotgun start. Scramble consists of a 4 person team; cost is $35 for non AGFP’s or $30 for Advanced Green Fee Patrons (AGFP) includes greens fees, cart and range practice from 12:00 pm – 1:00 pm. Food and beverages are provided at each event. / 10221 Water Intake Rd. 329-4770. April 13 REC PLEX SEASON OPENING ~ Click for info Mini Golf & Go Karts Open APRIL 13 April 13 - Memorial Day, Wed - Fri 4pm – 7pm / Sat – Sun 12pm – 7pm Outdoor pools Open MEMORIAL DAY WEEKEND May 26 – Sep 2 {Pools open} Mon - Thu 12pm – 7pm / Fri - Sat 12pm – 11pm 596-0843
are due by April 8. ~ 6 – D Day ~ 14 – Army Birthday ~ 16 – Father’s Day •July Marketing Requests are due by May 8. ~ 4 – Independence Day ~ 10 – Teddy Bear Picnic Day
April 26 OUTDOOR MOVIE CAMPOUT ~ Click for flyer Happy Hollow Park / double feature “The Great Outdoors” and “Without a Paddle”. Movie begins at 8:00 pm. Movies are FREE and open to the public. Bring your own blanket, tent, sleeping bags and chairs. No pets allowed. No show if rain or high winds. Concessions will be available for purchase. For more information call 596-6913.
~ 28 – Parent’s Day
WEB HITS – MARCH 2012 FORTLEONARDWOODMWR.COM TOTAL HITS: 6,707,348 AVG HITS PER DAY: 216,366 AVG PAGES VISITED PER DAY: 595 TOTAL PAGES VISITED: 3,137,392 EZINE IMPRESSIONS: 4804 MWR SOCIAL MEDIA HITS FROM MWR WEB FACEBOOK: 19,599 FLICKR:
19,115
TWITTER: 20,910 YOUTUBE: 18,663
TOP 4 FLYERS DOWNLOADED 1. Easter Egg Hunt
2. Shamrock Shuffle
3. Warehouse
4. Youth Sports
TOP 10 PAGES VISITED 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
MWR Home Page LORA Outdoor Recreation Sports & Fitness Warehouse ITR Calendar CYSS Daugherty Bowling Employment
Check your web sites, patrons are lurking!
Fort Leonard Wood Family & MWR Marketing 573 596-0117 www.fortleonardwoodmwr.com
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KEY DATES Sponsorship: Be sure to get your Sponsorship requests in as early as possible
EVENT MONTH
REQUEST DEADLINE
Jan 2013
Sep 30, 2012
Feb
Nov 1, 2012
SPONSORSHIP EVENTS & PROGRAM OVERVIEW Values Sum of InKind Value Sum of Total Sum of Cash $900.00 $650.00 $1,150.00 $350.00 $350.00
Row Labels APRIL CG SCRAMBLE RELIABLE CHEVY FUN FAIR BIG O TIRES MID MO CREDIT UNION PEPSI USAA MAY CG SCRAMBLE RELIABLE CHEVY MILITARY SPOUSES DAY FT WOOD HOTELS RELIABLE CHEVY MOTHER'S DAY BRUNCH WALMART JUNE CG SCRAMBLE RELIABLE CHEVY CATFISH DERBY AAFES
$550.00
$650.00
Mar
Dec 3, 2012
April
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
$898.00 $350.00
Nov
Aug 1, 2013
Dec
Sep 2, 2013
$548.00
Jan 2014
Sep 30, 2013
$800.00
NOTE: Fun Fair monies to be reallocated due to cancellation $600.00 $350.00
$348.00
$250.00
$298.00 $50.00
$350.00 $350.00
$50.00
Reminder: Sponsorship is a
$400.00 $350.00
benefit to both the sponsor and the program receiving sponsorship. Sponsorship is
$50.00
$50.00
not a guarantee – but will be sought if all requirements are met.
FY 2011 2012 2013
CASH $29,392.50 $39,255.00 $6,481.75
IN-KIND $24,627.32 $66,542.93 $53,208.57
Shereece Spain Sponsorship Manager (573) 596-0147 shereece.n.spain.naf @mail.mil
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FY13 INSTALLATION MANDATORY CIVILIAN TRAINING SCHEDULE Training Titles
Location
OPSEC and TARP Training
Lincoln Hall Aud
OPSEC and TARP Training
Baker Theater
Date and Time 3 April 2013 (1000-1130) (1300-1430) 10 September 2013 (1000-1130) (1300- 1430)
Suicide Prevention--Ask, Care, Escort (ACE) Baker Theater Suicide Prevention--Ask, Care, Escort (ACE) Lincoln Hall Aud Suicide Prevention--Ask, Care, Escort (ACE) Baker Theater
Alcohol and Drug Prevention
Abrams Theater
Alcohol and Drug Prevention
Baker Theater
Alcohol and Drug Prevention
Lincoln Hall Aud
Alcohol and Drug Prevention
Lincoln Hall Aud
23 April 2013 (1000-1130) (1300-1430) 27 June 2013 (1000-1130) (1300-1430) 1 August 2013 (1000-1130) (1300-1430) 28 March 2013 (1300-1430) (1430-1600) 14 May 2013 (1300-1430) (1430-1600) 25 July 2013 (0800-0930) (1300-1430) 29 August 2013 (0800-0930) (1300-1430)
SHARP Training (Installation)
Baker Theater
SHARP Training (Installation)
Lincoln Hall Aud
4 June 2013 (0800-1000) (1300-1500) 25 September 2013 (0800-1000) (1300-1500)
Safety Days
Tentative Date
6-17 May (8 hrs)
FY 13 Mandatory Civilian Training Schedule FMWR Training SHARP/NO FEAR Training
AMCC Ballroom
SHARP/NO FEAR Training
AMCC Ballroom
8 March 2013 (0900-1100) (1300-1500) 19 March 2013 (0900-1100) (1300-1500)
FY13 FMWR TMO & OPEX TRAINING
TMO TMO TMO - SUMMER HIRE TMO
Location AMCC Training Room AMCC Training Room AMCC Training Room AMCC Training Room
Date and Time 10-12 April 2013 (0730-UTC) 3 days 15-17 May 2013 (0730-UTC) 3 days 18 May 2013 (0600-UTC) 1 day 5-7 June 2013 (0730-UTC) 3 days
CY13 OPEX New Employee Training Schedule Training Titles OPEX (New Employee) OPEX (New Employee) OPEX (New Employee)
Location AMCC Training Room AMCC Training Room AMCC Training Room
CIVILIAN EDUCATION SYSTEM (CES) CES provides the Army Civilian Corps self-development and institutional training (leader development) opportunities to develop leadership attributes through distance learning (DL) and resident training. CES includes the Action Officer Development Course (AODC), Supervisory Development Course (SDC), Management Development Course (MDC), Foundation Course (FC), Basic Course (BC), Intermediate Course (IC), Advanced Course (AC), and Senior Service College (SSC). Courses may be added as additional educational requirements are identified. For more information about CES, go to the link below; www.amsc.belvoir.army.mil/aca demic/ces/ MANAGER DEVELOPEMNT COURSE (MDC)
CY13 TMO Training Schedule Training Titles
Professional Development
Date and Time 25 April 2013 0730-1630 21 May 2013 0730-1630 13 June 2013 0730-1630
MDC assists supervisors and managers with basic skills for managing work and leading people. MDC is available as a self-development tool for all Army employees and is recommended for all civilians in supervisory or managerial positions before attending CES courses. http://www.amsc.army.mil/mai n/contact/
CY13 OPEX Refresher Training Schedule OPEX Refresher Training OPEX Refresher Training OPEX Refresher Training OPEX Refresher Training
AMCC Training Room AMCC Training Room AMCC Training Room AMCC Training Room
26 April 2013 (0800-1130) (1300-1630) 22 May 2013 (0800-1130) (1300-1630) 14 June 2013 (0800-1130) (1300-1630) 25 July 2013 (0800-1130) (1300-1630)
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TEAM FMWR
CATCH US AT OUR BEST HIGHLIGHTS
CAUGHT WORKING
CRD Crew registered over 300 Runners @ the Shamrock Shuffle
DO YOU HAVE SOMEONE OR SOMETHING YOU WANT TO SHARE OR HIGHLIGHT WITH THE REST OF MWR?
Leading the way at the 5K Stevie Richardson & Paul Mondloch
This space will be reserved to highlight special goings on in our organization. New employees or those moving onward or upward, a WOW event or project that happened within your facility or division. Email me ________________________
Capturing the moment – Polar Plunge
Putting culinary skills to the test @ Easter Brunch Hassan Benmhend
WIN 59 – FMWR Photo Gallery has over _______ photos? Email the answer and be entered into a drawing for a 59 minute card! EMAIL HERE Last month’s winner: Juanita Wafe Stone (SSD)
Puttin’ on the Ritz William Munsie
Art Ambassador David Lompe
Weigh-in / Big Bass Cindy Z & Mitzi W
Fort Leonard Wood Family & MWR Marketing 573 596-0117 www.fortleonardwoodmwr.com
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