MARKETING & CUSTOMER SERVICE NEWSLETTER
ISSUE
08 AUGUST 2012
this issue Marketing P.1 Customer Service P.1 Tool, 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 TEAM FMWR P.6 Professional Development P.6
CUSTOMER SERVICE Excellence is not an accomplishment. It is a spirit, a never ending process. OPEX & OPEX REFRESHER TRAINING DATES
OPEX 22 Aug / 19 Sep 0730-1630 AMCC
OPEX Refresher 23 Aug / 20 Sep 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.
TEAM MEMBER ORIENTATION Held at Audie Murphy’s Community Center
Aug Sep Oct Nov Dec
8-10 12-14 10-12 14-16 12-15
TMO is required within the 1st 90 days of hire. Contact Ruby O'Dell to sign up your new staff for training!
Customer Service isn’t a department, it’s an attitude!
Power of Positivity Think about a shopping experience. You go into two shops selling similar products. The first shop is not looking its best, the staff are talking to each other about how bad things are and the customers are not being acknowledged. The second shop is tidy and well looked after, the staff greet you in a friendly and welcoming manner and the manager tells you how well they are doing. Which shop would you buy from? Impact of your attitude on your business. Your attitude rubs off on your existing and potential customers, your staff, your suppliers and all those that you come into contact with. If you maintain a positive attitude, this will be infectious and those around you will pick up on your positive energy. Everyone in your facility will feel positive and customers will want to come thru your doors. This in turn will lead to you maximizing the performance of your business. If you maintain a negative attitude, the opposite is likely to happen. The result will be that the performance of your business will deteriorate.
Businesses who approach the current economic climate with a positive attitude are seeing their businesses perform better than those with a negative attitude. However taking a positive approach is not enough on its own. You also need to be realistic about the economic climate and market conditions. It is critical that you focus on making sure your business is in the best shape to weather the downturn and maximize the short and longer term performance of the business. This may be by improving productivity, enhancing customer service, changing your marketing activity, maximizing your repeat business, developing a new product or service, training staff or reviewing your cost base.
How to maintain a positive attitude? Look for the positive side. It is easy to focus on the negative when there is so much negative news around. However look for the positive side and focus on this. Be aware of your thoughts. Focus on how you think about different situations. If you see businesses closing down do you think that your business is next or do you see it as an opportunity to find new customers and maybe even increase market share. Challenge any negative thoughts and turn them into positives. Present a positive attitude to others. Even if you are feeling down, make sure you present a positive attitude to everyone you deal with. This will help you feel more positive and make others feel positive too. Focus on what has gone well. See things that have not gone so well as a learning experience. Be careful who you associate with. Surround yourself with people who have a positive attitude and avoid those who are negative. Focus on improving the performance of your business. Focus on getting your business in the best shape, maximize your short term and longer term business performance. Keep your business goals at the forefront of your mind. What are the goals for your business? Revisit them and make sure they are still relevant. Make sure all your current actions support your goals. Source: Liz Makin- Coaching, Mentoring & Stress Management
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THE “WOW”
TOOLS, TIBITS & TRENDS
FACTOR! Don’t just satisfy your customers, WOW them!
Be an inspiration by having an inspiration.
“WOW” JULY
―
EVENTS!
TOOLS
TIDBITS
TRENDS
ATTITUDE
2013 ARMY ENTERTAINMENT CAST AND CREW RECRUITMENT
BOOMERS
"The longer I live, the more I realize the impact of attitude on life.” Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or do. It is more important than appearance, giftedness, or skill. It will make or break a company ... a church ... a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for that day. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude. “I am convinced that life is 10% what happens to me, and 90% how I react to it. And so it is with you ... we are in charge of our Attitudes." Source: Charles Swindoll
Army Entertainment (USAE) Cast and Crew Recruitment is underway. USAE is looking specifically for more talented technicians (lighting, audio, etc.) for the 2013 cast/crew. All Soldier Show, Operation Rising Star and/or Festival of the Arts garrison POCs are asked to be advocates of the Army Entertainment program and promote the opportunities & experiences Soldiers will gain if they are selected to join the USAE cast & crew. Please reach out to garrison personnel and local National Guard/Reserve units and let them know they are eligible to take advantage of this great opportunity. Guard/Reserve units are typically more lenient to let their Soldiers participate. Nominations for 2013 Army Entertainment Programs (Soldier Show, Operation Rising Star, etc.) are due to Army Entertainment by 1 November 2012. POC: Kelly Jones, kelly.m.jones34.naf@mail.mil, (210)466-1852 POC: SGT Rena Cunningham, rena.c.cunningham.mil@mail.mil, (210) 466-2078
Trends in baby boomer behavior. (1946-1955) 1) Have to see it or do it before it's gone – before it can't be seen or done anymore. 2) Their kids are smaller and furrier than they used to be. Pets are treasured members of the family. 3) Look how fit I am! Boomers see health and fitness as a way of staving off age. Boomers are age-obsessed. 4) They've got that loving feeling... Baby boomers love to feel good and contributing to a cause is one quick way to do that. Especially if it's a popular cause. In some circles, there almost seems to be a cause-upmanship operating; the more causes one visibly supports, the better. Source: sbinfocanada WIN 59 – Life is … Email the answer and be entered into a drawing for a 59 minute card! megan.j. odonoghue.naf@mail.mil Last month’s winner: Becky Bray Answer: Interactive Customer Evaluation.
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ADVERTISING
KEY DATES Marketing:
Upcoming Events / Spread the Word!
Nov Marketing Requests
For a link to ALL MWR Flyers and Events click here
are due by Sep 1 ~ Military Family Appreciation Month ~ 2 Cookie Monster Day ~ 11 Veteran’s Day
Now – August 30 USBC SANCTIONED LEAGUE SIGN-UPS ~ FLYER Daugherty Bowling Center will continue to recruit for the USBC Sanctioned bowling leagues during regular operating hours. Youth, men, women, mixed, and fun leagues are available. Win cash prizes. Stop by the Daugherty Bowling Center located at Bldg. 1609 on South Dakota. Open to authorized personnel. Must be 18 years and older to participate. For more information call 596-1498. Now – Aug 28 REGISTER FOR OPERATION RISING STAR ~ FLYER We are looking for the best singers in the Military, are you one in a million? OPERATION Rising Star, the annual singing contest for U.S. military personnel (Active Duty, Reserve or National Guard) and Family members 18yrs and older is once again taking applications for local competitions. If you can make it to the top at Fort Leonard Wood, you could win a chance to compete at the Army level. Register at the Installation Wide Events Office, located on the 2nd floor of Davidson Fitness Center or online at www.fortleonardwodmwr.com. Competition takes place August 28, September 4 & 11 at 6:30pm at the Pershing Community Center. For more information call 596-6913.
~ 14 Teddy Bear Day •Dec Marketing Requests are due by Oct 1 ~ 6 St Nicholas Day ~ 7 Pearl Harbor Day ~ 25 Christmas ~ 31 New Year’s Eve 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 12 – Feb NFL SUNDAY TICKET ~ FLYER Blackjack Bar & Grill is hosting NFL Sunday Ticket now through Super Bowl. Blackjack Bar & Grill will open at 12:00 pm. Relax with friends and watch your favorite team on six 50” televisions. Blackjack Bar & Grill is located inside the Pershing Community Center in Bldg. 4109 Piney Hills Drive. For more information call 329-2563.
Aug 20 – Sept 25 REGISTRATION FOR TASTE OF THE ARTS GALLERY Family & MWR is seeking original works of art in categories from drawing, painting, photography, and sculpture. Art work will be show cased at the Fort Leonard Wood’s Taste of the Arts Gallery on October 4 at the Piney Valley Golf Course from 6:00 pm-8:00 pm. Cost to register is $5 per artwork for adults / FREE for youth grades k-12. Prizes will be awarded for the top 3 artists in each age category. Judging will take place prior to the event. All wall mounted art work must be wired and ready to hang. No special installations and no ceiling mounted works. 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 596-0242.
WEB HITS – JULY 2012 Check your web sites, patrons are lurking! FORTLEONARDWOODMWR.COM TOTAL HITS: 1,023,393 AVG HITS PER DAY: 33,012 AVG PAGES VISITED PER DAY: 1120 TOTAL PAGES VISITED: 34,750 EZINE READERS: 5920
TOP 10 PAGES VISITED
MWR SOCIAL MEDIA VISITED FROM MWR WEB FACEBOOK: 21,794
TWITTER: 21,746
FLICKR: 21,821
YOUTUBE: 21,535
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
TOP 4 FLYERS DOWNLOADED 1. LORA Marina
2. Summer Reading
3. Bowling Week
4. MWR July E-Zine
MWR Home Page LORA Outdoor Recreation July 4th Events Page ITR Sports & Fitness Rec Plex CYS Services Pools Flyers/Events
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SPONSORSHIP KEY DATES Sponsorship: Be sure to get your Sponsorship requests in as early as possible
FY12
CASH
IN-KIND
TOTAL
EVENT MONTH
REQUEST DEADLINE
Oct
Jun 29, 2012
Nov
Aug 1, 2012
Dec
Sep 3, 2012
Jan 2013
Oct 1, 2012
Feb
Nov 1, 2012
Mar April
Dec 3, 2012 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
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
SPONSORSHIP FINANCIALS AT A GLANCE
shereece.n.spain@us.army.mil
NOTE: Amounts reflected in the chart at the left are not indicative that funds have been deposited. If they have been deposited and it’s prior to the month of the event, funds are held in GLAC 267. The funds will show on your income statement in the month of your event as “Sponsorship Income,” GLAC 553.
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SPONSORSHIP EVENTS & PROGRAM OVERVIEW
FY12 PROGRAM
CASH
IN-KIND
TOTAL
SYNOPSIS As of 1 August 2012 Shutterfly Events/Programs Discussed:
Now handled by IMCOM G9 Sellers Sexton Events/Programs Discussed: CG Scrambles (Sept & Oct) and Movie in the Park Contract Status: N/A Payment Status: N/A Red Bull Events/Programs Discussed: Gaming Tournament – Attempting to schedule meeting with RB and IWE to discuss logistics and sponsorship details. Contract Status: TBD Payment Status: TBD Taste of the Arts MOA and payment pending: Stone Hill Winery MO Eagle St. James Winery Follow ups sent to: Piney River Brewery Public House Brewery Major Brands (distribute many wines/beers) Grellner Meramec Vineyards Three Squirrels Underground Liquors
What are the key benefits of sponsoring an event? Keep in mind when asking for sponsorship that sponsorship should not be confused with advertising. Advertising is considered a quantitative medium, whereas sponsorship is considered a qualitative medium. It promotes a company in association with the sponsee (us) and MUST be a benefit for both parties. Despite all the coverage that can be achieved around an event, there are also other benefits to consider including: Shaping consumer attitudes. Often organizations are looking to improve how they are perceived by their target demographic. By sponsoring an event, the sponsor can potentially influence the buying attitudes of the guests and increase sales.
Questionable: Traver Home Winery – Possibly out of country Declined: Les Bourgeois – Date conflict Continue to solicit for Nat’ Hunting & Fishing Day Nat Day for Kids Oktoberfest Taste of the Arts
Networking opportunity. Not only do sponsors have the opportunity to build awareness of their brand through effective event sponsorship but the events also provide a great networking occasion for businesses. Creating positive publicity. Our events achieve a lot of publicity, which is beneficial for sponsors as they too are mentioned in editorial and listings. They may also appear in photos/images used for post event coverage. Heightening visibility. Through all the publicity; pre and post event, as well as displays of logos and specific involvement during the event, sponsors brand will not be forgotten.
Shereece Spain
Sales. The overall purpose of sponsoring any event is to increase business and drive sales of sponsor’s products and/or services.
(573) 596-0147
Sponsorship Manager
shereece.n.spain@us.army.mil
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TEAM FMWR
CATCH US AT OUR BEST Professional Development
EMPLOYEE HIGHTLIGHTS – TRUE RED, WHITE & BLUE SPIRIT ANNUAL TRAINING OPSEC AND TARP TRAINING Baker Theater B 18 September, 2012 1300-1430 / 1500-1630 SUICIDE PREVENTION Lincoln Hall 7 August, 2012 1000-1130 / 1300-1430 SUICIDE PREVENTION Post Chapel 12 September, 2012 1000-1130 / 1300-1430 ALCOHOL AND DRUG PREVENTION Lincoln Hall 28 August, 2012 0800-0930 / 1300-1430 SHARP TRAINING Lincoln Hall 25 September, 2012 0800-1000 / 1300-1500 NO FEAR https://www.atrrs.army.mil/self devctr **** If you attended the SHARP Training, instructed by Ruby O’Dell or Samantha Marler the No FEAR was already covered.
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