On Target - MWR Newsletter - July 2014

ISSUE

MARKETING & CUSTOMER SERVICE NEWSLETTER

31

JULY 2014

Great Ideas

pg 1

Boil the Frog

pg 2

WOW Events

pg 3

Tools, Tidbits, Trends

pg 4

Upcoming Events

pg 5

Web Analytical

pg 5

Marketing Dates

pg 6

Training & PD

pg 7

Team MWR

pg 8

Celebrate & Nominate

pg 9

One Team / One Mission pg 10 Highlighted Event

pg 11

Inspiration!

Great Ideas/Programs

COMMAND PHILOSOPHY COL HERBST, GARRISON COMMANDER COMMAND PHILOSOPHY 1. This memorandum outlines my personal Command Philosophy for USAG, Fort Leonard Wood. It represents the foundation of my Command tenure and provides insight to assist all installation personnel in understanding my vision, mission, and strategic imperatives.

2. Vision. A premier, values-based installation of choice that provides quality services, facilities, and infrastructure in order to enable all units to accomplish their missions; to support Soldier's readiness and family well-being; and to enhance the welfare of our Fort Leonard Wood Community.

3.- Mission. Our Garrison's core mission is to provide unparalleled services, which ensure Soldier readiness and comprehensive Family support.

4. My Command Philosophy provides a solid foundation for accomplishing our support mission while Leading, Team Building, Mentoring, and Caring. These are our strategic imperatives; if they do not happen, then the organization does not succeed.

5. Leading. Inspire those around you through your actions; lead by example. Adaptive, decentralized and trusting leadership builds teams at every level. Leaders must provide a positive, clear vision, resources and direction. They empower and trust their teammates and verify their work; staff action passed is not staff action complete- care enough to follow-up.

6. Team Building. Respect and loyalty is the cement that holds our team together. Teammates look out for one another; harassment of any kind is never tolerated or condoned. Have the courage to correct behavior that is counter to our imperatives.

You are empowered to solve problems and make decisions. When team leaders share hardships, give credit, and accept blame, trust between teammates is achieved.

7. Mentoring. A single point of contact is a single point of failure.

Prepare your subordinates to assume your duties; they are your legacy and our depth. Counseling is a gift; give it often.

8. Caring. We care for our Soldiers and Civilians through proper training, counseling and concern for their professional growth. Treat everyone with dignity and respect and build trusting partnerships.

It is my privilege to lead you at the "The Station of Choice for Soldiers, Families and Civilians." Army Strong!

MWR Marketing: 573.596.0117 / www.fortleonardwoodmwr.com

WOW EVENTS / JULY 4TH M

W

R

THE “WOW” FACTOR! Don’t just satisfy your customers, WOW them!

W. O. W stands for Wonderful, Outstanding and Way beyond what you ever expected!

ARMY FAMILY COVENANT

CAR SHOW

ARMY FAMILY COVENANT COLOR RUN CHRIS YOUNG CONCERT

COLOR RUN

July 4TH

JULY 4TH

COLOR RUN

CHRIS YOUNG CONCERT

FIREWORKS

TOOLS TIDBITS & TREADS T

TOOLS

WOW YOUR CUSTOMERS Overview: Tom Peters, co-author of In Search of Excellence, exclaimed: Don’t just satisfy your customers, WOW them! Overlay your existing service delivery systems to discover missed opportunities in pleasing your customers.

Goal: Open up considerations for service change.

Point areas for deliberately, repeatedly impressing your customers.

Open up thinking of the staff for ways to impress their customers.

Participants: This could be a service SWAT team. It could be a general awareness to an entire department on how to turn work into service that is appreciated.

Procedure: Designing WOW services into every deed or interaction for your customer. Identify what could make a difference to your customer and your service delivery.

Adopt it, Standardize it, Personalize it and Expect it from your delivery system.

T

TIDBITS

TRENDS

NORDSTROMS - OFFERING THE BEST POSSIBLE SERVICE

TOP 5 DINING TRENDS

Nordstrom's, started in 1901, has a longstanding reputation for fanatical customer service.

Their entire business model revolves around sustaining a customer-focused culture.

Nordstrom's does not have a cumbersome policy and procedure book. Their values dictate the rules: • Do what it takes to make the customer happy.

• Use your best judgment.

•Smile even if the customer does not deserve it.

• Look for opportunities to be a customer hero. "Heroics" – employees who witness a colleague providing excellent customer service are encouraged to write up a description of what they saw.

Some of my favorite heroic stories are: • A Nordstrom's sales person delivering a suit to a timecrunched customer's hotel • Ironing a shirt for a customer who had a meeting that afternoon • Wrapping a gift for a customer that was purchased at Macy's • Warming a customer's car in the winter for a customer while the customer finished shopping • Knitting a shawl for an elderly customer who needed a special length to clear the wheel chair spokes • Selling a customer two different shoe sizes

Source: Buzz Time Entertainment

T

Upcoming Events For a link to ALL MWR Flyers and Events click here

Be Social!

Now– Aug 1 REGISTRATION: OKTOBERFEST POSTER CONTEST The Arts and Crafts Frame Shop is hosting a graphic arts competition! Contestants will submit a graphic art poster on a CD to be uploaded to our website: where voting will take place from August 2 - 14. The winner’s design will be the feature poster used to advertise the Family & MWR Oktoberfest, as well as being in an article in our local paper. Competition is open to the public; 14yrs or older . Arts and Craft Frame Shop located in the PX Mini Mall or call 573-596-0242.

Now – Aug 15 REGISTER: CARDBOARD BOAT RACE Family & MWR is calling for the talents of adults and youth alike to register for the Family & MWR Cardboard Boat Race August 16; 10:00 am at TA250 Lake. Gather your team and get ready to build a boat (building rules online). Event is FREE and open to the public.

This is a wonderful event for families and a great team-building experience. Register online at www.fortleonardwood.com. For more information call 573-596-6913.

Click the buttons above for our Social Media Sites

WEB ANALYTICS – JUNE 2014 FORTLEONARDWOODMWR.COM TOTAL HITS: 1,338,171

Aug 24 – Sep 25 REGISTER: TASTE OF THE ARTS Family & MWR and The Arts & Crafts Frame Shop will be registering original works of art in categories from drawing, painting, photography, mixed media and photo1=SOOC (Straight Out Of Camera), photo 2 =DE (Digitally Enhanced), photo 3 =DM (Digitally Manipulated) and sculpture. Art work will be showcased at the Piney Valley Golf Course from 6:00 pm - 8:00 pm October 2.

Cost to register is $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 your artwork at the Frame Shop located in Bldg.

490, Mini Mall. For more information call 573-596-0242.

Now – Aug 9 SUMMER READING PROGRAM Come join Clarke Library for a summer of reading----"Paws to Read." Clarke Library will be offering 9 weeks of activities, games and reading incentives for readers of all ages, from infants to adults. Starting on June 9th and ending with our "Beat the Heat" Summer Bash on August 9th we will be providing a summer of paws-on-fun for our families. FREE and open to the public. Register and log in your reading progress online at www.wood.army.mil/library.

For more information call 573-563-5857.

AVG HITS PER DAY: 37,597 TOTAL VISITS: 745 AVG PAGES VISITED PER DAY: 745 EZINE IMPRESSIONS: 5,073

MWR SOCIAL MEDIA FACEBOOK: 6,518 Page likes TWITTER: 2,336 Followers / 1,563 Tweets FLICKR: 19,118 Photos PINTEREST: 21 Boards / 243 Pins / 159 Followers

Now – Aug 29 2014 SUMMER FUN BOWLING SPECIAL Daugherty Bowling Center is offering a 2014 Summer Fun Bowling Special June 2 – August 29, Monday thru Friday, 11:00 am – 6:00 pm. Youth ages 16 yrs. and under will receive 2 games of bowling per day on the house! (Shoe rental regular rate). Make sure to register for a drawing of prizes at the end of the summer!

Daugherty Bowling Center is open to the public and located at 1609 South Dakota Ave. 573-596-1498/329-2477.

Check your web sites, patrons are lurking!

MWR Marketing: 573.596.0117 www.fortleonardwoodmwr.com

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.

•SEPTEMBER Marketing Requests due by JULY 15. ~ Hispanic Heritage Month ~ 1 Sep – Labor Day ~ 11 Sep – Patriot Day ~ 19 Sep – Talk Like a Pirate Day •OCTOBER Marketing Requests due

by AUGUST 15.

Sponsorship/Advertising

~ 4 Oct - National Golf Day ~ 14 Oct – Be Bald & Be Free Day ~ 16 Oct – Boss’ Day

FREQUENTLY ASKED QUESTIONS HOW DO DONATIONS DIFFER FROM SPONSORSHIPS? Sponsorship differs from donations as sponsorship agreements provide companies with an exchange of value by providing marketing benefits and promotional exposure. Donations must be unsolicited and do not provide any form of marketing or promotional exposure. In some instances a company inquiring about a donation might be interested in receiving exposure or other sponsorship benefits in exchange for the gift. In this case, the offer may develop into a commercial sponsorship agreement.

Employees of the government (military and civilian) cannot solicit donations or gifts. The Joint Ethics Regulation & annual training addresses this issue . The offeror should be re-directed to MWR for consideration of a gift to MWR per chapter 13-14 in AR 215-1.

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

~ 31 Oct - Halloween

SPONSORSHIP REQUEST FORM ONLINE: WWW.FORTLEONARDWOODMWR.COM/SP ONSORSHIP-REQUEST.PHP

Be sure to get your Sponsorship requests in as early as possible – dates to the LEFT. 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 ACS CONDUCTS RESILIENCE TRAINING FOR FAMILIES

OPERATION EXCELLENCE TRAINING 20 AUG OPEX for New Employees Bldg 470, Rm 1129 1230-1630 21 AUG (Attitude) OPEX Refresher Bldg 470, Rm 1129 0800-1000 or 1300-1500 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.

IDP TRAINING

The Army recognizes that the strength of its forces depends on the support they receive from their Families. That's why the U.S. Army Installation Management Command (IMCOM) wants to equip Army Families with the tools to cope and thrive. IMCOM has teamed with the Comprehensive Soldier and Family Fitness Program to offer Family Resilience Training through Army Community Service Centers (ACS).

So What Exactly is the Family Resilience Training Program All About?

The program teaches Family members to examine how they react in difficult situations, emphasizing that each individual falls into his/her own specific pattern, and leads them to try to understand what's going on in their mind.

Goals of Resilience Training • After completing the course each student will be able to • Identify his/her own thoughts, emotions, and behaviors • Manage the above while halting counterproductive thoughts • Focus on what is controllable rather than what isn't and remain positive and confident, yet realistic • Look at situations from other viewpoints and be willing to try new strategies when old one aren't working.

• Recognize his/her own strengths • Create strong relationships and be willing to help and seek help from others.

Dates/Times and more information is available at Army Community Service 573 596-0212

20 AUG Bldg 470, Rm 1129 0800-1030

MANDATORY TRAINING EEO FOR SUPERVISORS

Aug 21 - TH 3081 / 1330 Sep 18 - TH 3081 / 1330

Space is limited to 16 people.

Register with Anita Tatro at anita.r.tatro.naf@mail.mil

EEO FOR CIVILIANS

July 29 – LHA / 1000 or 1300

OPSEC / TARP

June 23 – Abrams Theater 0900 or 1300 Aug 11 – LHA 0900 or 1300

Customer Service isn’t a department, it’s an attitude!

SUICIDE PREVENTION July 15 – LHA 1000 or 1300 SHARP

Sept 9 – LHA 0830 or 1300

ALCOHOL & DRUG

Sept 18 – Abrams Theater 0830 or 1300

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 SHARP https://www.lma.army.mil Civilian Education System (CES) https://www.amsc.army.mil Anti-Terrorism Awareness https://atlevel1.dtic.mil/at/ Workplace Violence http://www.cpms.osd.mil/

TEAM MWR ….CHOOSE EXCELLENCE! MWR AWARD CEREMONY ….HAT DAY!

Employee of the Quarter / Roger LaMountain

Unsung Hero / Rosalee Blackadar

Dream Team Award / Field Maintenance & / Maintenance Crew

Unsung Heros / Maintenance Crew

Ruby O’Dell / EEO Certification

CYSS / Kevin Keeney

MWR AWARD CEREMONY ….CONTINUED …….

Business Operations

Child, Youth & School Services

Steve Richardson/ Tony Labarre

Ed, Shanon & Jane Teamwork is the ability to work together toward a common vision. The ability to direct individual accomplishment toward organizational objectives. Simply stated, it is LESS ME and MORE WE!

Kay Flores & Ruby O’Dell

Field Maintenance

Celebrate!

Nominate!

TEAM BUILDING MWR vs. DES/CHAPLAINS

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 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 our Team - please join us in Catching Us At Our Best!

Nominations can be submitted online!

Awards presented at the quarterly FMWR Award Ceremony.

Representative Franklin speaks with CSM Murphy regarding LORA & it’s importance to FLW Soldiers & Families.