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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THE “WOW”
TOOLS, TIBITS & TRENDS
FACTOR! Don’t just satisfy your customers, WOW them!
“One of the greatest and simplest tools for learning more & growing, is doing more.”
Internal Customers are Customers too! Money follows PASSION ~ NOT the other way around!. David Garland, host “Rise to the Top”
Washington Irving
MAY “WOW” EVENTS! TOOLS
TIDBITS
TRENDS
COLOR of MARKETING
FEET FIRST WATER SAFETY CAMPAIGN
HUNTING IN THE U.S.
Red the color of power. It gets people’s attention & holds it. Blue is trustworthy & cool, mix it with complimentary colors for best results. Pink is fun, frilly & totally female. Great for young female customers.
EPIC Proportions Concert
Yellow is a powerful color. Use it to command attention, & let customers know you’re confident in your abilities. Green is warm & inviting & gives customers a pleasing feeling. It also denotes health, environment & goodwill & is the color of money, so it creates thoughts of wealth.
Military Appreciation BBQ
Purple is the color of royalty, which makes it perfect for adding a touch of elegance & prestige to your marketing materials. Gold is likewise elegant but adds an element of power purple can’t match. Combine it with purple or green to symbolize power, wealth & pedigree.
Softball Tournament
With the popularity of swimming and other waterrelated recreational activities, IMCOM Family & MWR has chosen the month of June to educate its patrons on the importance of Water Safety. The goal of Feet First into Water Safety is to help patrons identify high risks surrounding water and highlight safety steps they can take while having fun in the water. Fort Leonard Wood Feet First Events are Safety Days, LORA Open House and PYC Splash & Play week. In addition to these events, there is also a way for customers to win online prizes! They simply visit www.armymwr.com/feetfirst.aspx
Orange is energy, it has powerful attention-getting properties. It is also fun, cool, & cutting-edge . Brown an earthy tone, is known as a comfort color, lending relaxation to customers. Black can be modern or traditional, exciting or relaxing. As a contrasting color, black adds drama to whatever mood you want to cast.
Outdoor Pools OPEN!
Source: National Shooting Sports Foundation
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ADVERTISING
KEY DATES
Upcoming Events / Spread the Word!
Marketing: 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. •August Marketing Requests are due by Jun 7 ~ National Golf Month ~ National Family Fun Month ~ 4 - US Coast Guard Day •September Marketing Requests are due by Jul 8 ~ National Hunting/Fishing ~ 2 - Labor Day
For a link to ALL MWR Flyers and Events click here June 8 11TH ANNUAL CATFISH DERBY ~ FLYER FREE for kids 15 years of age and under, open to the public at TA 228 pond at the corner of Iowa Ave (FLW 1) and FLW Rt. 38. Registration begins at 8:30 am; fishing starts at 10:00 am through 12:00 pm. Prizes awarded for tagged fish, fishing license is waived. Free lunch provided for each child while supplies last. 596-0974. June 14 FREE MOVIE IN THE PARK ~ FLYER Enjoy a movie with friends and family under the stars! Movie begins at 8:30 pm at Colyer Park, featuring “Brave”. FREE & open to the public. No pets allowed. Concessions will be available for purchase 596-6913. June 15 FMWR NIGHT AT THE RACES / ARMY BIRTHDAY CELEBRATION ~ FLYER Everyone is invited to Lebanon 1-44 Speedway to enjoy an action packed race while celebrating the Army’s 238th Birthday. FREE for Military ID Card Holders. For more information and non-military pricing please contact I44 Speedway at 417-532-2060. June 29 STARS AND STRIPES ZUMBA PARTY ~ FLYER Davidson Fitness Center 9am – 11am, $5/person – all levels welcome, 13yrs & up. 596-5862. July 4 2013 THESE COLORS DON’T RUN 5K/10K Davidson Fitness Center 7am . Advance registration / $15 per person. Day of $25. Register by July 1 at 8:00 pm at the DFC or online at www.splitmastertiming.com or day of the event by 6:40 am. Run is open to the public. 596-7444. July 4 MWR INDEPENDENCE DAY CELEBRATION Gammon Field – starting at 3pm 3pm - Games and activities, contests, music, a car show and more! 3pm-6pm - CAR SHOW – register online at www. fortleonardwoodmwr.com 7pm - Salute to the Union 7:30 pm - U.S. ARMY SOLDIER SHOW 9pm - FIREWORKS Concessions available for purchase. Event is FREE and open to the public* / 596-6913. *No outside food or beverage. No pets or coolers.
~ 11 - Patriot Day
WEB HITS – MAY 2012 Check your web sites, patrons are lurking! FORTLEONARDWOODMWR.COM TOTAL HITS: 9,681,483 AVG HITS PER DAY: 312,305 AVG PAGES VISITED PER DAY: 657 TOTAL PAGES VISITED: 3,944,825 EZINE IMPRESSIONS: 5,988
TOP 4 FLYERS DOWNLOADED LORA Marina Appreciation BBQ May E-Zine
TOP 10 PAGES VISITED 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
MWR Home Page LORA Outdoor Recreation Sports & Fitness ITR Calendar Rec Plex CYSS Flyers Employment
Splashapoolza
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 EVENT
CASH
JUNE CG SCRAMBLE MISSOURI EAGLE RELIABLE CHEVY CATFISH DERBY OZARK COCA COLA WALMART AAFES JULY CG SCRAMBLE MISSOURI EAGLE RELIABLE CHEVY JULY 4TH CELEBRATION OZARK COCA COLA USAA UNIVERSITY OF PHOENIX CAPE AIR RELIABLE CHEVY S&S FUN RUN BODYBUILDING.COM S&S SOFTBALL BODYBUILDING.COM
$550.00
$89.00
$550.00
$8,500.00
IN-KIND $75.00
$96.50
$75.00
$2,000.00
TOTAL $350.00
$50.00
$350.00
$7,000.00
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
Nov
Aug 1, 2013
Dec
Sep 2, 2013
Jan 2014
Sep 30, 2013
Reminder: Sponsorship is a
$700.00
$700.00
benefit to both the sponsor
$700.00
$700.00
sponsorship. Sponsorship is
and the program receiving
not a guarantee – but will be sought if all requirements are
FY
CASH
IN-KIND
met.
2011
$29,392.50
$24,627.32
Shereece Spain
2012
$39,255.00
$66,542.93
2013 (YTD)
$25,495.75
$58,770.52
Grand Total
$136,568.25
$195,922.06
Sponsorship Manager (573) 596-0147 Email Shereece
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FY13 INSTALLATION MANDATORY CIVILIAN TRAINING SCHEDULE Professional Development Training Titles
Location
OPSEC and TARP Training
Date and Time 10 September 2013 (1000-1130) (1300- 1430)
Baker Theater
Suicide Prevention--Ask, Care, Escort (ACE) Lincoln Hall Aud
27 June 2013 (1000-1130) (1300-1430)
Suicide Prevention--Ask, Care, Escort (ACE) Baker Theater
1 August 2013 (1000-1130) (1300-1430)
Alcohol and Drug Prevention
Lincoln Hall Aud
25 July 2013 (0800-0930) (1300-1430)
Lincoln Hall Aud
29 August 2013 (0800-0930) (1300-1430)
SHARP Training (Installation)
Baker Theater
4 June 2013 (0800-1000) (1300-1500)
SHARP Training (Installation)
Lincoln Hall Aud
25 September 2013 (0800-1000) (1300-1500)
Alcohol and Drug Prevention
FY13 FMWR TMO & OPEX TRAINING
CY13 TMO Training Schedule Training Titles
Location
Date and Time
TMO
Bldg 470, Rm 1129
5-7 June 2013 (0730-UTC) 3 days
TMO
Bldg 470, Rm 1129
10-12 July 2013 (0730-UTC) 3 days
TMO
Bldg 470, Rm 1129
14-16 August 2013 (0730-UTC) 3 days
TMO
Bldg 470, Rm 1129
11-13 September 2013 (0730-UTC) 3 days
TMO
Bldg 470, Rm 1129
9-11 October 2013 (0730-UTC) 3 days
TMO
Bldg 470, Rm 1129
13-15 November 2013 (0730-UTC) 3 days
TMO
Bldg 470, Rm 1129
4-6 December 2013 (0730-UTC) 3 days
CY13 OPEX New Employee Training Schedule Training Titles OPEX (New Employee) OPEX (New Employee) OPEX (New Employee) OPEX (New Employee)
Location
Bldg 470, Rm 1129 Bldg 470, Rm 1129 Bldg 470, Rm 1129 Bldg 470, Rm 1129
Date and Time 13 June 2013 0730-1630 24 July 2013 0730-1630 27 August 2013 0730-1630
Total Training Requirement Compliance includes the following: New and Existing Family and MWR Directors: • Executive Development for Directors. Experienced Division Chiefs: • Executive Leadership • MWR Division Chiefs course within the 3-5 years of assignment in position. New and Existing Division Chiefs: • Attend functional area Division Chiefs course. Program Managers: • FMWR Program Management Course within the 1st yr in position New Family and MWR Managers: •Complete the FMWR Basic Management Course within the first 6m of employment All FMWR Employees: • Orientation Course within the first 30 days of employment • Team Member Orientation within the first 30-90 days of employment Complete OPEX course within the first 30-90 days of employment.
17 September 2013 0730-1630
CY13 OPEX Refresher Training Schedule OPEX Refresher Training Bldg 470, Rm 1129
FMWR TRAINING REQUIREMENTS
www.imcomacademy.com.
14 June 2013 (0800-1130) (1300-1630)
OPEX Refresher Training Bldg 470, Rm 1129
25 July 2013 (0800-1130) (1300-1630)
OPEX Refresher Training Bldg 470, Rm 1129
28 August 2013 (0800-1130) (1300-1630)
OPEX Refresher Training Bldg 470, Rm 1129
19 September 2013 (0800-1130) (1300-1630)
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TEAM FMWR
CATCH US AT OUR BEST HIGHLIGHTS
NEW EMPLOYEE ORIENTATION ~ GIVE THEM A HAND!
DO YOU HAVE SOMEONE OR SOMETHING YOU WANT TO SHARE OR HIGHLIGHT WITH THE REST OF MWR?
Email me ________________________
New Employees sign the Employee Covenant at a special Saturday Session held for our Summer Hires!
WIN A FREE Lunch at BlackJack / Finish the sentence – When a want or need appear for your customer later, ___________ Email the answer and be entered into a drawing for a Free lunch! EMAIL HERE Last month’s winner: Ruby O’Dell (SSD)
New Team members leave their MARK ~ making a difference in the lives of Soldiers, Families, Retirees & Civilians!
MEET OUR NEWEST TEAM MEMBERS
Chelsey Wanstrath Recreation Lead Specker Gym
Evelyn Case Recreation Aid Specker Gym
Courtney Jones Recreation Aid Specker Gym
Fort Leonard Wood Family & MWR Marketing 573 596-0117 www.fortleonardwoodmwr.com
Devon McCarthy Recreation Aid Specker Gym
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