On Target with FLW FMWR - January 2013
6
CUSTOMER SERVICE THE BUDDY SYSTEM Your customers drive your bottom line. You better like them; they are going to pay your bills and build your business. Always imagine yourself in the other person's shoes. Do you want slick or sincere? Do you want a smile or a grin? An honest answer to questions or a canned reply? OPEX & OPEX REFRESHER TRAINING DATES 26 FEB - OPEX 0730-1630 AMCC 27 FEB - OPEX Refresher 0800-1130 or 1300-1630 AMCC 20 MAR - OPEX 0730-1630 AMCC 21 MAR - OPEX Refresher 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 – date TBD. Customer Service isn’t a department, it’s an attitude! Business New Year Resolutions Just as the advent of a New Year makes for an excuse to lose 10 pounds or put more money into savings, so too is it a good time for businesses or managers to take stock of where they are and where they want to be this time next year. Setting some short term objectives is a great way to start with an ending target of tying your short term objectives into your long term goals. Inspiration and accountability are also two essential components for turning goals from abstract into reality. Goals are not separate from the culture of the organization , they happen when you create a culture of caring which leads to buy-in. A few starters; Solicit Employee Input You may have a clear vision of where you want your company to go, but it's also crucial to motivate employees so they're looking in the same direction you are. So, instead of issuing a top-down initiative, try co-creating goals with employees. Set Long-Term and Short-Term Goals Create long-term goals to provide mileposts to help you visualize progress for the years to come. Then develop short-term, monthly and quarterly objectives to lead your organization step-by-step toward the accomplishment of the longer-term goals. Stay Organized and Focused The reality is, a growing business will have more than just a few goals. That's when a vigilant focus and a commitment to organization comes into play. Pick a time each week to review goals – tracking short term goals will keep long term goals visible and on track. Be Consistent Another problem that can arise with having many distinct goals for your business is the possibility they will conflict with each other. Example - Companies wanting 100 percent customer satisfaction but also want the highest margins. Customer service is expensive, so that's not going to happen. You have to pick. Look at the big picture. Also look out for a situation where you're unwittingly preventing employees from accomplishing a goal. Have a “Plan B” Even with your best efforts, you won’t reach every goal. Knowing this, allow for some variation in your plans. There should always be an alternative that addresses unexpected challenges or opportunities beyond your control Build a Culture of Appreciation One important (and often overlooked) part of the business goal setting process is rewarding the employees who are actually working to achieve those goals. This isn't always a financial incentive, a simple thank you and celebrating what went right instead of only focusing on what went wrong is appreciated. If you work in a company long enough where that's not practiced, the motivation starts to disappear. 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 MARKETING & CUSTOMER SERVICE NEWSLETTER ISSUE JANUARY 2013 13 “The most important thing in any business is the people! Take care of yourself and your employees. Happy healthy employees make for a happy healthy organization’” Mr. Wayne Bardell Director FMWR Fort Leonard Wood 1
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Marketing & Customer Service Newsletter Fort Leonard Wood, Family & MWR. On Target was created as an internal MWR marketing / customer service tool to assist, report, raise awareness of marketing efforts within Family & MWR and to make it easier to communicate information from our Marketing Office to our managers/programmers in the field
Transcript of On Target with FLW FMWR - January 2013
CUSTOMER
SERVICE
THE BUDDY SYSTEM
Your customers drive your
bottom line. You better like
them; they are going to pay
your bills and build your
business. Always imagine
yourself in the other person's
shoes. Do you want slick or
sincere? Do you want a smile
or a grin? An honest answer
to questions or a canned
reply?
OPEX & OPEX REFRESHER
TRAINING DATES
26 FEB - OPEX
0730-1630 AMCC
27 FEB - OPEX Refresher
0800-1130 or 1300-1630
AMCC
20 MAR - OPEX
0730-1630 AMCC
21 MAR - OPEX Refresher
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 – date TBD.
Customer Service isn’t
a department, it’s an
attitude!
Business New Year Resolutions
Just as the advent of a New Year makes for an excuse to lose 10 pounds or put more money into savings, so too is it a good time for businesses or managers to take stock of where they are and where they want to be this time next year. Setting some short term objectives is a great way to start with an ending target of tying your short term objectives into your long term goals.
Inspiration and accountability are also two essential components for turning goals from abstract into reality. Goals are not separate from the culture of the organization , they happen when you create a culture of caring which leads to buy-in.
A few starters;
Solicit Employee Input You may have a clear vision of where you want your company to go, but it's also crucial to motivate employees so they're looking in the same direction you are. So, instead of issuing a top-down initiative, try co-creating goals with employees.
Set Long-Term and Short-Term Goals Create long-term goals to provide mileposts to help you visualize progress for the years to come. Then develop short-term, monthly and quarterly objectives to lead your organization step-by-step toward the accomplishment of the longer-term goals.
Stay Organized and Focused The reality is, a growing business will have more than just a few goals. That's when a vigilant focus and a commitment to organization comes into play. Pick a time each week to review goals – tracking short term goals will keep long term goals visible and on track.
Be Consistent Another problem that can arise with having many distinct goals for your business is the possibility they will conflict with each other. Example - Companies wanting 100 percent customer satisfaction but also want the highest margins. Customer service is expensive, so that's not going to happen. You have to pick. Look at the big picture. Also look out for a situation where you're unwittingly preventing employees from accomplishing a goal.
Have a “Plan B” Even with your best efforts, you won’t reach every goal. Knowing this, allow for some variation in your plans. There should always be an alternative that addresses unexpected challenges or opportunities beyond your control
Build a Culture of Appreciation One important (and often overlooked) part of the business goal setting process is rewarding the employees who are actually working to achieve those goals. This isn't always a financial incentive, a simple thank you and celebrating what went right instead of only focusing on what went wrong is appreciated. If you work in a company long enough where that's not practiced, the motivation starts to disappear.
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
MARKETING &
CUSTOMER SERVICE
NEWSLETTER
ISSUE
JANUARY
2013
13
“The most important thing in any business is
the people! Take care of yourself and your
employees.
Happy healthy employees make for a happy
healthy organization’”
Mr. Wayne Bardell
Director FMWR Fort Leonard Wood
1
TOOLS, TIBITS &
TRENDS
TOOLS
CREATING GOALS
Make them S.M.A.R.T.: S –Specific ( or Significant)
In order to work, objectives need to be concrete (not as abstract as your long-term aims) and highly detailed.
M – Measurable (or Meaningful)
Put a figure or value, such as a dollar amount or percentage, to the objective.
A - Attainable (or Action-oriented)
Lay out which actions need to be taken by which people, and when.
R - Realistic (Relevant or Rewarding)
Make goals challenging, but consider your resources so that you can actually achieve them reasonably.
T - Time specific (or Trackable)
Set a deadline to keep things on track. __________________________
WIN 59 –How many courses are offered through the FMWR Academy? Email the answer and be entered into a drawing for a 59 minute card! megan.j. [email protected]
Last month’s winner: Shanon Borek
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!
TIDBITS
COLOR OF THE YEAR
Did you know that there is actually a Color of the Year chosen for each year? It’s a color that is selected annually by the Pantone Company and which guides color trends for that year. 2012’s was Tangerine Tango (Pantone 17-1463) and the just-announced 2013 Color of the Year is…drumroll ……… Emerald Green Pantone 17-5641 The colors were chosen with international sentiment in mind, so the bold, peppy Tangerine Tango was supposed to lift our spirits during tough economic times in 2012. Pantone revealed Emerald as 2013’s Color of the Year, Leatrice Eisman, executive director of the Pantone Color Institute, stated that “Green is the most abundant hue in nature – the human eye sees more green than any other color in the spectrum,” and it brings a sense of renewal. So it is meant to bring us together although worldwide politics have been divisive as of late.
TRENDS
MOBILE MOMENTS
“Lifestyle multi-if-not-hyper-tasking: why micro-convenience, mini-experiences and digital snacks will rule in 2013.” For those wondering where ‘mobile’ will head next, one behavioral insight should give you plenty to run with: in 2013, consumers will look to their mobile devices to maximize absolutely every moment. Hectic, urban lifestyles mean that no amount of (micro) time will be too fleeting, or activity too absorbing, to cram in more content, connection, consumption or simply more fun. A survey of US adult smartphone owners found that 63% of female respondents and 73% of male respondents don’t go an hour without checking their phone.
Cell phone users between 18 and 24 exchange an average of 109.5 messages on an average day, more than 3,200 per month. An academic study of Android users’ app-habits revealed that while users spend nearly one hour on their devices a day, the average app session lasted only just over a minute.
Source: Trend Watching
2
DECEMBER
“WOW” EVENTS!
Upcoming Events / Spread the Word!
For a link to ALL MWR Flyers and Events click here
Jan 14 – Feb 14 MINI VOLLEYBALL: REGISTRATION For youth ages 5-8yrs. Season will begin on 18 Feb 2013 at Pippin Youth Center. Cost per child is $20. Parents are required to participate. No physical needed. Monday for ages 5 - 6 yrs and Wednesday for ages 7-8 yrs from 6:00 pm - 7:00 pm. For additional information please contact the Youth Sports Office at 596-0209. January 25 MEGA TEXAS HOLD ‘EM ~ Link to Flyer Game time is at 6:00 pm, final registration will take place at 5:30 pm at the Pershing Community Center. Registration cost is $20 in advance and $25 day of. Register at ITR (Bldg 490) or online at www.fortleonardwoodmwr.com. No cash prizes. Patrons must be 18 yrs. and older to play. 596-6913. January 25 MARTINIS AND MANICURES ~ Link to Flyer Join us at the Pershing Community Center, 6pm for martinis and manicures, and enjoy a free night of pampering and great conversation. A variety of martini flavors will be available for purchase. 596-6913. February 1 CHICS AND CHOCOLATES BUNCO ~ Link to Flyer Family & MWR will be hosting Bunco beginning 7:00 pm at the Pershing Community Center. Join in on this fun dice game and win great prizes. Prizes will be awarded for the most wins and most losses. Random drawings will also be held between rounds for prizes. Event is FREE and open to authorized personnel. Must be 18 yrs. and older to play. 596-6913. Additional Dates: March 8 – 70’s Flashback February 3 SUPER BOWL PARTIES ~ NUTTER FIELD HOUSE - (Bldg 1067), 3pm Bring your friends and watch the Super Bowl on FMWR’s BIGSCREEN No Cover 596-6913. ~ BLACKJACK BAR & GRILL – no cover watch the big game on the Big Screens. $10.00 buffet available with traditional “football foods.” Prizes awarded for the most team spirited groups. Great Food, Great Staff, Great Atmosphere! 329-2563.
FORTLEONARDWOODMWR.COM
TOTAL HITS: 772,916
AVG HITS PER DAY: 24,932
AVG PAGES VISITED PER DAY: 408
FILES DOWNLOADED: 697,108
TOTAL PAGES VISITED: 29,133
EZINE DOWNLOADS: 645
Check your web sites, patrons are lurking!
TOP 10 PAGES VISITED
1. MWR Home Page
2. Outdoor Recreation
3. Sports & Fitness
4. LORA
5. Calendar
6. ITR
7. Bowling
8. Employment
9. ACS
10. Flyers/Events
MWR SOCIAL MEDIA VISITED FROM MWR WEB
FACEBOOK: 13,656 TWITTER: 13,641
FLICKR: 12,238 YOUTUBE: 11 714
WEB HITS – DECEMBER 2012
3
KEY DATES
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.
•March Marketing Requests
are due by January 13.
~ Women’s History Month
•April Marketing Requests
are due by February 11.
~ Month of the Military Child
~ 8 Apr – Easter
~ 22 Apr Earth Day
ADVERTISING
KEY DATES
Sponsorship:
Be sure to get your
Sponsorship requests in as
early as possible
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
4
EVENT MONTH
REQUEST DEADLINE
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
Feb Nov 1, 2013
A LITTLE SPONSORSHIP INSIGHT – IEG SURVEY 2012
(Why a solid yearly programming calendar is so important!)
5
SPONSORSHIP EVENTS & PROGRAM OVERVIEW
Month Cash In-Kind Value Total
JANUARY $50.00 $50.00
BUNCO $50.00 $50.00
SCENTSY - RONDA KELLY
FEBRUARY $50.00 $50.00
BUNCO $50.00 $50.00
VELATA - REBECCA HUTLZ
MARCH $300.00 $200.00 $500.00
TASTE OF THE ARTS $300.00 $200.00 $500.00
GRELLNER
MISSOURI EAGLE
ST JAMES WINERY
VELATA - REBECCA HUTLZ
SEVEN SPRINGS WINERY
APRIL $275.00 $275.00
FUN FAIR $275.00 $275.00
BIG O TIRES
MAY $300.00 $300.00
MILITARY SPOUSES DAY $300.00 $300.00
FT WOOD HOTELS
WHEN FILLING OUT A SPONSORSHIP REQUEST •Identify benefits to Sponsor •Value of benefits to Sponsor •Identify suitable Sponsoring Companies •Tailor ideas to demonstrate benefits to Sponsor! •Identify POC on site or at the facility •Use altruistic benefits as "icing" Consider the sponsors perspective and the criteria they will use to judge your proposal: •How will they see your group in comparison to others •What do you want to achieve through your activities or events? •Do your activities or events achieve the sponsor's marketing objectives. •Is it a good fit with their product image? •What profile does it give their business? •How reliable is your group. •Will you deliver? •How does the sponsorship help their business? •How does it help sell their product/service? Your request should address these concerns to help the sponsorship manager sell your program and have the best chance of standing out to a sponsor.
Shereece Spain
Sponsorship Manager
(573) 596-0147
SPONSORSHIP COMPARISON FY 2010-2113
FMWR JAN 2013 AWARD CEREMONY – A DISCO NEW YEAR
Professional
Development
MG. ROBERT M. JOYCE INSTALLATION MANAGEMENT ACADEMY The Installation Management Academy, School of Family and MWR supports the Family and MWR Master Training Plan by training entry level through executive staff and providing results-driven support. The School for Family and MWR offers approximately 60 courses through online or classroom formats. Currently, 40 courses have received college credit recommendations from the American Council on Education (ACE). All courses receive continuing education units (CEUs) from the International Association for Continuing Education and Training (IACET). Visit the Academy at www.imcomacademy.com. For Academy assistance please contact the Family & MWR Register at [email protected] or call 210-466-1050 and choose option 1. To take a look at our catalogue or to see our news feed, log onto http://www.imcomacademy.com/
TEAM FMWR CATCH US AT OUR BEST
6
Unsung Hero – Iris Matesowicz Unsung Hero – Larry Peterson Unsung Hero – Amber Munson BOD / PCC CRD / DFC CRD / DFC
Unsung Hero - Jeff Barrett Unsung Hero –Christie Skelton Unsung Hero – Ron Taylor CRD / DFC CRD / Library BOD / DBC
Unsung Hero – Trinity Ponder Penny Saver Award – BOD / Golf Unsung Heroes – CRD Field Maint. BOD / PCC Randy LaMountain , George Miller Paul, Francisco & Stephen
Employee of the Year FY12 Employee of the Quarter Connie Obermuller – CRD / ITR Andrea Ogle – CYSS / SAS
