MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
18 JUNE 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 “You are BRAVER then you believe, STRONGER than you seem and SMARTER than you think.“ Winnie-the-Pooh OPEX & OPEX REFRESHER TRAINING DATES
13 JUNE - OPEX 0730-1630 AMCC 12 JUNE - OPEX Refresher 0800-1130 or 1300-1630 BLDG 470, Rm 1129 24 JULY - OPEX 0730-1630 AMCC 25 JULY - OPEX Refresher 0800-1130 or 1300-1630 BLDG 470, Rm 1129 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.
“Develop your “Mini Me’s” ~ foster and mentor your team members to take your place. This builds a strong empowered organization!” Mr. Wayne Bardell Director FMWR Fort Leonard Wood
Customer Service isn’t a department, it’s an attitude!
5 Customer Service Lessons From Winnie-the-Pooh As our friend Pooh navigated the Hundred Acre Wood in search of honey and the meaning of life he (and A. A. Milne) also shared some legendary wisdom. Pooh’s quotes provide a great foundation for many life lessons, I found a few that serve as reminders that the customer is the key to business success. “Some people talk to animals. Not many listen though. That’s the problem.” – A.A. Milne, Winniethe-Pooh As we plan for FY14 remind yourselves – and your employees – to listen to your customer. Really listen. We have all gone through the motions, pretending to listen to a complaint while we swipe a credit card but keep in mind that actually solving the problem leads to two important outcomes, exceeding expectations of one potentially loyal customer and the potential to eliminate the same bad experience for a few more future shoppers.
“If the person you are talking to doesn’t appear to be listening, be patient. It may simply be that he has a small piece of fluff in his ear.” – A.A. Milne, Winnie-thePooh Selling your program can be tough; do what it takes to get the job done and that means being persistent without being obnoxious. Providing information keeps you and your product or service at the “top of mind”. When a want or need appear for your customer later, be sure your solution is obvious, even if the buyer may seem to have fluff in his ear today. “It is more fun to talk with someone who doesn’t use long, difficult words but rather short, easy words like “What about lunch?” – A.A. Milne, Winnie-thePooh Keeping it simple sometimes works best. Customers want two things, solve their problems and make them feel good about it, that doesn’t take jargon. Sometimes keeping it simple is the best way to point out that you have a solution that might make your customer feel good.
“You can’t stay in your corner of the Forest waiting for others to come to you. You have to go to them sometimes.” – A.A. Milne, Winnie-the-Pooh Main Street entrepreneurs realize that they are competing against the world and Pooh figured out the secret. So many small businesses Don’t ignore the importance of marketing. Figure out what you do better than any of your competitors and then scream about it every chance you get. Get the attention of those customers that need your solution most. Pooh shook the trees looking for honey. “You never can tell with bees.” – A.A. Milne, Winnie-the-Pooh Customers are fickle. Especially those Gen Y younger shoppers. Trending isn’t just a twitter term, trends drive consumers more than ever and that means you need to pay close attention. Seeing the trends before your customer does is more important than ever, it gives you an edge in. I remember the day that we rented movies at stores; imagine being in that business today. Big thanks to A.A. Milne and Winnie-the-Pooh for the important lessons. Source: Marc Compeau, Contributor Forbes
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