ISSUE
MARKETING & CUSTOMER SERVICE NEWSLETTER
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FEBRUARY 2014 Great Ideas
pg 1
Love Your Job
pg 2
Team MWR
pg 3
Tools,Tidbits, Trends
pg 6
Upcoming Events
pg 7
Web Analytical
pg 7
Customer Service
pg 8
WOW Events
pg 8
Marketing Dates
pg 9
Sponsorship Dates
pg 9
Training & PD
pg 10
Team MWR
pg 11
1 Team/1 Mission
pg 12
Inspiration!
Great Ideas/Programs
On Your Mark…Get Set … GLOW!! That’s the idea behind the newest 5K trend: glow runs. Imagine dressing up in head-to-toe neon, accessorizing with glow sticks, blinking lights, and neon paint, and heading out to jam to awesome music with friends. It sounds like a pretty awesome party, right? That’s what a glow run is—you just get your exercise in, too! Glow runs are held at night—typically starting between 8 and 9:30 PM—so you can get the full glow effect. They usually kick off with a 5K run or walk—some feature fancy lighting effects and black-light tunnels along the course— and end with a big dance party at the finish line. Want to give one of these runs a glow? Don’t be shy with costumes & effects The more glow sticks, the better, over-the-top fluorescent running outfits, electroluminescent wire etc. Do it for the fun, not the race time Market the fun factor, great for beginners and families.
10 TIPS TO LOVE YOUR JOB AGAIN!
MARKETING
1. Get motivated to face the day think of how work allows you to have a life outside of it. A positive attitude makes the day more pleasant and productive. 2. Keep your work in perspective You can only do the best you can in each situation. Look beyond yourself and your work, and consider the bigger picture. YOU are MORE than your work! 3. Plan your time and create a to-do list Prioritize your tasks– do the most important things first. When performing any task, ask yourself – is this the best use of my time? Be ruthless and take care of a task before it gets on a possible procrastination list. 4. Be clear about what’s expected of you Clarify immediately, any time you are unsure what’s expected of you or when you are faced with conflicting demands. 5. Delegate wherever appropriate Always remember the “3D” rule – Do it, Dump it (when appropriate) or Delegate it. 6. Have regular breaks Get away from your normal workplace even if only for five minutes. Make sure that you have a proper lunch break – it is not just for food but a mental break as well. 7. Learn to relax No matter how challenging the work gets or how demanding your bosses become, at the end of the day it is only a job and you are much more than that. In years to come, you will look back and wonder what the fuss was. 8. Make your workplace more pleasant Contribute towards creating a pleasant work environment. Do not gossip (or listen to gossip) in the office as it creates negativity all around. Minimize your time with people that you do not resonate with or like. Learn to have more fun at work. Laugh more and chill out. Enjoy what you do!
What ‘s Your Micro Script? 9. Review your day before you leave Look at what worked well, and what could be improved the next day. If you feel satisfied with the day’s work, then why not reward yourself later that day. You deserve it. 10. Switch OFF once you leave work You are already at work a third of your time, so do not continue to keep it buzzing in your head during your free time. Mentally say good bye to your work space the moment you leave for home. See work as an opportunity to play. Life is meant to be fun and if you are going to spend a third of it at work, you might as well enjoy the game. Enjoy your work Source: Undercover Recruiter / Arvind Devalia
MWR Marketing: 573.596.0117 www.fortleonardwoodmwr.com
TEAM MWR ‌.SHOW ME THE LOVE!
Bernie Riker & Matthew Rossignol / ACFS
Cheyenne Wood / DBC
Rosi Turner & Estina Edwards / PCC
Sally Sparks / Specker Gym
Renea Caldwell/ DBC
Britney Klosterman / BJBG
Trust not what inspires other members of society to choose a career. Trust what inspires you.
Kirk Michael / OAC
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Cheryl Freeman / CYSS
Gabriel Rickert / PCC
TEAM MWR …. SHOW ME THE LOVE!
Anita Tatro / SSD
Amanda Sparico/ PCC
Ruby O’Dell/ SSD
Eliza Tarkalanova, Virginia Charland & Alle Finley / DBC
Juanita Wafe-Stone Merle Robinson / SSD
Megan O’Donoghue / SSD
When you’re following your energy and doing what you want all the time, the distinction between work and play dissolves. – Shakti Gawain Tanner Todiasz/ DBC
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Angelique Bransdor / PCC
Joanne Fulbright, Laurie Coddington , Jane Weixelbaum / ITR
TEAM MWR …. SHOW ME THE LOVE!
Kay Flores & John Pack / SSD
Scotty Reed / PCC
Samantha Marler/ SSD
Barbara Rose / SSD
Katie Baker & Kelly Shamhart/ CRD
Chloe Williams/ CRD
Desire! That’s the one secret of every man’s career. Not education. Not being born with hidden talents. Desire! – Bobby Unser
Becky Bray/ BOD
Michele Reynolds /CYSS
Connie Obermuller & LoraLee Neubeck / IWE
TOOLS TIDBITS & TREADS T
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TIDBITS
TRENDS
TOOLS
10 INTERESTING FACTS
VALENTINE’S DAY
LOVE YOUR CUSTOMER
•25% of American use only mobile devices to access the internet
THINK about it WHO is giving YOU money? It isn't some random person with a bag full of money - it is your customers. Love these people for giving you their money. SMILE Tell them that you appreciate their business. And, BELIEVE and MEAN what you say! Then, AFTER you have delivered a quality business experience YOU can; Ask them for MORE business. Ask them for a testimonial.
•88% of U.S. adults own a cellphone •40% of tablet owners said they’ve looked up information about a TV program while they were watching the TV show •30 million consumers watch television content via their mobile phones •87% of app downloaders have used deal-of-the-day websites like Groupon or Living Social •In June 2011, the number of U.S. wireless subscriber connections surpassed the U.S. population •57% of internet users search the web everyday
Identify your regulars - your customer base.
•The average online American spends 2 hours a day social networking from a computer, tablet and/or mobile phone. With 18-34 year olds reporting to spend 3.8 hours a day
Give those who regularly give to YOU something EXTRA or special for their loyalty.
•55% of American adults (including non-internet users) admit to using the internet every day
All businesses are built ONE satisfied customer at a time.
•47% of marketers have generated leads from Facebook, 35% from LinkedIn, 34% from Twitter
Ask them for a referral. Consumers have CHOICES Let them WANT to choose you.
LOVE your customers. And SUCCEED.
Source: DegreeSearch.org
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Upcoming Events For a link to ALL MWR Flyers and Events click here
Be Social!
Now – February 11 BOSS CANDY GRAM: REGISTRATIONS Candy Grams are a great way to tell someone you’re thinking of them, a sweetheart, a friend or a co-worker! $5, cash or check, due same day as placement of order. BOSS will hand deliver Candy Grams Valentine’s Day February 13 (on post only.) 573-596-6912. February 3 – 21 YOUTH SPORTS REGISTRATION SOCCER ages 4 -15 yrs. $40/child SOCCER CLINIC $20/child MINI T-BALL ages 3-5 yrs. $20/child TRACK ages 6 -12 yrs. $40/child Volunteer coaches needed for all age groups. Families who are active duty military, DOD civilian, or retired military are eligible to use our program. Register at Parent Central Services, Building 470 Room 1126. For more information please call the Youth Sports Office 596-0209. February 14 PINEY VALLEY GOLF REOPENS FULL SEASON Piney Valley Golf Course 18 hole 72 par course that is open to the public. Located at 10221 Water Intake Rd. 573-329-4770.
Click the buttons above for our Social Media Sites
WEB ANALYTICS – JANUARY 2013 FORTLEONARDWOODMWR.COM TOTAL HITS: 13,283,081
February 14 SWEETHEART VALENTINE’S DINNER Pershing Community Center - $28/person & includes rose & a glass of house wine, soup & salad, dinner - your choice of Lamb Chops, Filet Mignons or Lobster Tail, followed by dessert! Wine menu & full bar available. Bldg. 4109 Piney Hills Drive. Make reservations by February 10, online or call 573-329-2455. February 21 BOLD IN THE COLD PLUNGE Fort Leonard Wood is freezing for a reason. Take the Bold in the Cold plunge 12:00 pm at TA250. Cost: advance - $5 per person, $20 per team (up to 5 members) / $5 more on day of event. Prizes awarded. Event is open to the public, 17yrs and under must have written parental consent. Register online at www.fortleonardwoodmwr.com . 100% of the proceeds go to the Fort Leonard Wood BOSS program. 573-596-6913.
AVG HITS PER DAY: 428,486 February 22 KID’S TROUT DERBY Saturday, February 22 at Stone Mill Spring . Registration /10:00 am, fishing 11:00 am – 1:30 pm. Derby is FREE and open to kids ages 15 years and under (must be accompanied by an adult). Open to the public. Licenses and fees are waived. Due to weathered road conditions please prepare for a 1/3 mile walk into Stone Mill Spring, FLW 20 Road off Water Intake Road. 573-596-4223.
TOTAL VISITS: 30,092 AVG PAGES VISITED PER DAY: 970 EZINE IMPRESSIONS: 2902
MWR SOCIAL MEDIA FACEBOOK: 5,889 Page likes / 12,671 People Reached TWITTER: 2,084 Followers / 1,237 Tweets FLICKR: 1,905,941 Views / Best Day Jan 14th with 16,310 views all of LORA (NOTE: Jan 14 was the day we blasted the LORA Special)
PINTEREST: 15 Boards / 143 Pins / 102 Followers
Feb 26 – March 26 TASTE OF THE ARTS: REGISTRATION $5 per artwork for adults / FREE for children ages 5 & up. Prizes will be awarded for the top 3 artists in each age category. Age categories are 18 yrs. & older, children in grades Kindergarten-2nd, 3rd-5th, 6th-8th, and 9th-12th. Judging will take place prior to the event. Registration for artwork is open to the public. Register at the Frame Shop located in Bldg. 490, Mini Mall. 573-596-0242.
YOUTUBE: 283 Views Check your web sites, patrons are lurking!
MWR Marketing: 573.596.0117 www.fortleonardwoodmwr.com
CUSTOMER SERVICE M THE “WOW” FACTOR! Don’t just satisfy your customers, WOW them!
“THE PURPOSE OF EVERY BUSINESS AND ORGANIZATION IS TO GET AND KEEP CUSTOMERS.” Shep Hyken
W. O. W stands for Wonderful, Outstanding and Way beyond what you ever expected!
10 WAYS TO MAKE CUSTOMERS FALL IN LOVE WITH YOUR BUSINESS 1. Treat your Customers Right – Genuinely Interact Happy customers who get their issue resolved tell 4 to 6 people about their experience.
BOSS CANDYGRAMS
2. Don’t Come on Too Strong – Respect Your Customers Keeping your patience is key to giving your customer the time to air out their issue. In turn, it creates the opportunity for you to help resolve the issue and make the customer comfortable.
3. Always Listen – Hear What Your Customers are Saying Your customers are the lifeblood of your organization, and not dealing with the reasonable requests could cause backlash.
TEXAS HOLD’EM
MARGARITAS & MANICURES
4. Continue to Satisfy – Offer Ongoing Support Do everything in your power to provide excellent service to your customers on an ongoing basis. 5. Treat a Customer Like a Valued Partner – Communication is Two Way Make sure it’s clear that you want your customer’s feedback and that your business truly values them as a partner. Listen and act upon reasonable requests. What’s the point of listening if you’re not going to act on that feedback?
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6. Build Trust – Alert Customers to Large Scale Changes, Good or Bad It takes 12 positive service experiences to make up for 1 negative experience. No matter your size, keep your customers in the know when it comes to positive and negatives changes to your products and services that affect them. 7. Be Transparent – Honesty is Crucial When it comes to Mistakes Being transparent in the digital age is a must. Transparency is a critical factor in building trust, satisfaction, and love from your customers. 8. Follow Through on Your Word – Follow Up on Promises Your word is your bond. Following up on your promises builds a feeling of trust and dependability with your audience. 9. Recognize Responsibility – The Customer is Always Right No matter the circumstance. This is a rule to guide your business through its growth, from customer service to user experience to product development. 10. Always Say “Thank You” – Kindness and Gratitude will Take You Far As many as 3 out of 4 customers say they have spent more with a company because of a history of positive experiences. Kindness and gratitude for a customer’s business is an undeniable way to further enchant them for the long term.
KEY DATES to REMEMBER
Marketing MARKETING: To capitalize on our Marketing efforts, please forward your Marketing Requests at least 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. •APRIL Marketing Requests due by FEBRUARY 13. ~ Month of the Military Child ~ 13-19 Apr - National Library Week ~ 20 Apr - Easter ~ 23 Apr - Executive Admin's Day •MAY Marketing Requests due by MARCH 14. ~ 9 May - Military Spouses Day
Sponsorship/Advertising
~ 11 May - Mother’s Day ~ 17 May - Armed Forces Day ~ 26 May - Memorial Day
FREQUENTLY ASKED QUESTIONS WHO IS AUTHORIZED
TO SELL SPONSORSHIP
AND ADVERTISING ON THE INSTALLATION ?
Only MWR sponsorship and advertising personnel who have received annual sponsorship training; attended ethics training; and who have been appointed in writing by an authorized installation command representative (such as the DCA/MWR Director) and who have a signed designation letter on file with IMCOM are authorized to solicit and sell on behalf of Army MWR programs and events. On Fort Leonard Wood that is Shereece Spain & Megan O’Donoghue
SPONSORSHIP DEADLINES EVENT MONTH
REQUEST DEADLINE
April
Jan 6, 2014
May
Feb 3, 2014
June
Mar 3, 2014
July
Apr 1, 2014
Aug
May 1, 2014
Sept
Jun 2, 2014
Oct
Jun 30, 2014
Nov
Jul 28, 2014
Dec
Sep 1, 2014
Jan 2015
Sep 29, 2014
Feb 2015
Nov 3, 2014
SPONSORSHIP: Be sure to get your Sponsorship requests in as early as possible – dates to the RIGHT. 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 shereece.n.spain@us.army.mil
TRAINING & PROFESSIONAL DEVELOPMENT OPERATION EXCELLENCE TRAINING
MANDATORY TRAINING NO FEAR 28 Mar / Bldg 470, Rm 1129
26 FEB OPEX for New Employees Bldg 470, Rm 1129 0800-1200 27 FEB (Problem Solving) OPEX Refresher Bldg 470, Rm 1129 0800-1000 or 1300-1500 26 MAR OPEX for New Employees Bldg 470, Rm 1129 0800-1200
EEO FOR SUPERVISORS - Thurman Hall Rm 3035 20 Mar – 1330-1530 EEO FOR EMPLOYEES - Lincoln Hall Auditorium 27 March 0900-1100 or 1330-1530 MANDATORY ONLINE TRAINING Trafficking in Persons http://www.combat-trafficking.army.mil/ Constitution Day http://constitutionday.cpms.osd.mil/ Cyber Awareness No FEAR https://ia.signal.army.mil/ https://www.atrrs.army.mil
27 MAR (Service Recovery) OPEX Refresher Bldg 470, Rm 1129 0800-1000 or 1300-1500
SHARP https://www.lma.army.mil Civilian Education System (CES) https://www.amsc.army.mil Anti-Terrorism Awareness https://atlevel1.dtic.mil/at/
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.
Workplace Violence http://www.cpms.osd.mil/
IMCOM ACADEMY Family & MWR Budgeting and APF Support
IDP TRAINING http://www.imcomacademy.com/ 26 FEB Bldg 470, Rm 1129 1300-1430 or 1430-1600 26 MAR Bldg 470, Rm 1129 1300-1430 or 1430-1600 Space is limited to 16 people. Register with Anita Tatro at anita.r.tatro.naf@mail.mil
Customer Service isn’t a department, it’s an attitude!
This course consists of 2 modules. All managers - whether in child development, arts and crafts, clubs, golf, or any of the myriad of FMWR activities - must prepare budgets that forecast and document the requirements to operate their program. Students will be introduced to the NAF budgeting process to include the elements of NAF budget submissions, approval process and NAF budgetary constraints. Students will also gain an overall knowledge of APF budgeting and execution cycle, how APF flows under UFM and identify the Management Decision Packages (MDEPs) that fund FMWR programs. In the second module students will learn how to determine budget requirements, prepare the Managers Budget Narrative, quantify the budget requirements and determine the funding source for those requirements. ACE Recommended Credits: in order to obtain 2.0 Semester hours, users are required to complete this course and FMWR Budgeting in the NAF System Credit(s) : 1.7
TEAM MWR ….CHOOSE EXCELLENCE!
Trinity Ponder/ Employee of the Year
MWR Customer Service / Bronze
Shawn Koehler / Unsung Hero
Kathy Jo Parrish / Medal for Civilian Service
LoraLee Neubeck / Certificate of Appreciation
Renea Caldwell / Bowling Certification
CYS
SSD
“One man can be a crucial ingredient on a team, but one man cannot make a team.” Kareem Abdul-Jabbar
Celebrate! Nominate!
Team MWR Awards Continued ‌.
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Catch Us At Our Best is an employee recognition
program for Fort Leonard Wood Family & MWR, designed to recognize and celebrate the excellent work of all our team
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members. Everyone is invited to participate! Team Members, Co-workers, Supervisors, and Community members are encouraged to fill out a nomination form when they experience an MWR Team Member going the extra mile and exceeding expectations.
We want to celebrate the awesome work of
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our Team - please join us in Catching Us At Our Best! Nominations can be submitted online! Awards presented at the quarterly FMWR Award Ceremony.
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