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
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CUSTOMER SERVICE Be optimistic in yourself; positive hope can’t help but out spill over to others. OPEX & OPEX REFRESHER TRAINING DATES OPEX 30 JAN 0730-1630 AMCC OPEX Refresher 31 JAN 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 DEC 26-28 JAN 16-18 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! The Leadership Secrets of Santa Claus You know, as a kid I always wondered how Santa got it all done in a night: all those presents on one sleigh, all those tired reindeer, all those houses . . . so many tasks, so few resources, so little time. Well, finally - here are the answers! 1. Build a Wonderful Workshop Santa Claus is the kind of manager who cares as much about his elves as he does the work that they perform. Focus on your people as well as your purpose. Santa realized that nothing was going to work if everyone didn’t understand the Big Picture, the mission and values. 2. Choose Your Reindeer Wisely Bring in only the best, and you won’t have nearly as many problems getting them to perform. Once you’ve brought them on, it’s all about finding where they fit best to pull that sleigh. Make sure you get a good mix of reindeer out there in front of your vehicle, because each position takes different kinds of abilities, personalities and experience, and it’s that mix that makes it all work – that creates a real team. 3. Make a List and Check it Twice Santa’s motto! Our success and reputation for excellence is the result of clearly defined goals combined with well-thought-out plans to accomplish those goals. Make a plan, and follow the plan you worked out, and use all available resources wisely. 4. Listen to the Elves Santa understands that great leadership is about moving hearts and minds, not just about moving presents around the world. Santa knows there is no way he could get it all done by himself. He knows he’s just the front man for something much larger than himself. Without his little helpers and all the reindeer, he could not accomplish his mission. In your career, understand that behind every great leader is a team. Every team member knows they can’t make it on their own. 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 DECEMBER 2012 12 1 5. Get Beyond the Red Wagons Santa knew toys changed yearly - change is inevitable, our only choice is only how we responded to it. Employees accept change when the explanation for change is given, teach the business of the business. The more your employees understand about how the business works, the more understanding they’ll be of change. One entity that drives change is the customer, learn to listen to what their needs are. 6. Share the Milk and Cookies Without the elves and reindeer just doing their jobs there wouldn’t be a Christmas. Help your employees see the difference they make. Nothing motivates employees more than knowing that they’re making a difference. Good performance should be reinforced with positive consequences. Recognition is everyone’s job, an “Attitude of Gratitude” should be one of your most important workshop values. 7. Find Out Who’s Naughty And Nice Not only does Santa realize the importance of rewarding performance, he personally monitors your behavior throughout the whole year. We know the importance of taking personal accountability for quality, especially when it comes to people and performance. Make sure everyone knows and understands the expectations that come with employment. Confront problems early; coach those in need and to recognize the super star performers. 8. Be Good For Goodness Sake Santa sets the example. Take the LEAD and be willing to “walk the talk”. Establish guidelines and accountability. Remember that everything counts. The way you talk to each other. The types of jokes that you share, the commitments that you make and keep (or don’t keep). The credit that you appropriately share (or don’t share) with your fellow workers. Everything counts for your people, and especially for you as their leader. Source: The Leadership Secrets of Santa Claus by Eric Harvey, David Cottrell & Al Lucia
Transcript
CUSTOMER
SERVICE
Be optimistic in yourself; positive hope can’t help but out spill over to others.
OPEX & OPEX REFRESHER TRAINING DATES
OPEX 30 JAN 0730-1630 AMCC
OPEX Refresher 31 JAN 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
DEC 26-28 JAN 16-18 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!
The Leadership Secrets of Santa Claus
You know, as a kid I always wondered how Santa got it all done in a night: all those presents on one sleigh, all those tired reindeer, all those houses . . . so many tasks, so few resources, so little time. Well, finally - here are the answers!
1. Build a Wonderful Workshop Santa Claus is the kind of manager who cares as much about his elves as he does the work that they perform. Focus on your people as well as your purpose. Santa realized that nothing was going to work if everyone didn’t understand the Big Picture, the mission and values.
2. Choose Your Reindeer Wisely Bring in only the best, and you won’t have nearly as many problems getting them to perform. Once you’ve brought them on, it’s all about finding where they fit best to pull that sleigh. Make sure you get a good mix of reindeer out there in front of your vehicle, because each position takes different kinds of abilities, personalities and experience, and it’s that mix that makes it all work – that creates a real team.
3. Make a List and Check it Twice Santa’s motto! Our success and reputation for excellence is the result of clearly defined goals combined with well-thought-out plans to accomplish those goals. Make a plan, and follow the plan you worked out, and use all available resources wisely.
4. Listen to the Elves Santa understands that great leadership is about moving hearts and minds, not just about moving presents around the world. Santa knows there is no way he could get it all done by himself. He knows he’s just the front man for something much larger than himself. Without his little helpers and all the reindeer, he could not accomplish his mission. In your career, understand that behind every great leader is a team. Every team member knows they can’t make it on their own.
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
DECEMBER
2012
12
1
5. Get Beyond the Red Wagons Santa knew toys changed yearly - change is inevitable, our only choice is only how we responded to it. Employees accept change when the explanation for change is given, teach the business of the business. The more your employees understand about how the business works, the more understanding they’ll be of change. One entity that drives change is the customer, learn to listen to what their needs are.
6. Share the Milk and Cookies Without the elves and reindeer just doing their jobs there wouldn’t be a Christmas. Help your employees see the difference they make. Nothing motivates employees more than knowing that they’re making a difference. Good performance should be reinforced with positive consequences. Recognition is everyone’s job, an “Attitude of Gratitude” should be one of your most important workshop values.
7. Find Out Who’s Naughty And Nice Not only does Santa realize the importance of rewarding performance, he personally monitors your behavior throughout the whole year. We know the importance of taking personal accountability for quality, especially when it comes to people and performance. Make sure everyone knows and understands the expectations that come with employment. Confront problems early; coach those in need and to recognize the super star performers.
8. Be Good For Goodness Sake Santa sets the example. Take the LEAD and be willing to “walk the talk”. Establish guidelines and accountability. Remember that everything counts. The way you talk to each other. The types of jokes that you share, the commitments that you make and keep (or don’t keep). The credit that you appropriately share (or don’t share) with your fellow workers. Everything counts for your people, and especially for you as their leader.
Source: The Leadership Secrets of Santa Claus by Eric Harvey, David Cottrell & Al Lucia
TOOLS
SANTA AS A BRAND
Santa Claus may just be the perfect brand. I do not care if you are a Grinch, a Scrooge, a child or an adult, Santa means something to just about everyone in nearly every country in the world. The key for the most powerful brands is ability to see yourself in it. Santa is the every-person’s brand. Kids see themselves as the recipient of Santa’s goodwill. Parents see themselves as the catalyst for Santa’s “visit.” Those who do not believe in Santa also see the man in the suit as an icon for who they are not. Santa crosses and overcomes racial, religious, and cultural barriers in ways that few other icons can. Even to those who don’t believe. Another key to having a successful brand is understanding the power of belief. Beliefs are extraordinarily powerful emotional triggers that are a treasure trove of influencers of consumer behavior. The ultimate power of a brand is to infuse the power of belief into the fabric of the brand itself. When brands attach themselves to a belief, it wins. As you rush around this holiday season, 1) Look for ways to position the MWR brand as a reflection of those you wish to influence, tell consumers who you are for and not for, and utilize your market’s beliefs beyond simple needs and wants and 2) Remember, “He knows if you’ve been bad or good, so be good for goodness sake.”
THE “WOW”
FACTOR!
CREATE A WOW ENVIRONMENT
Do whatever is necessary back stage to equip you to be a top performer up front.
NOVEMBER
“WOW” EVENTS!
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TRENDS
2013 COLOR TREND FORECAST - BOLD, BRIGHT AND BEAUTIFUL While bold, bright colors have been popular for the last several years, due in part as an attempt to keep our sunny side up in the midst of a weak economy, brights are touted to make an even stronger impression in 2013. Even though the new brights will not quite reach the neon level, they will be seen in more and hotter ways than ever before. The image, below, is actually an area rug, 'Pollack', from The Rug Market and is a really good example of the hot, bright colors coming to the forefront in the design world. Citrus-y orange, hot lime-green, tropical turquoise and molten magenta are all big players in the 2013 color trend forecast. 2013 Color And Design Trend Forecast - Bold, Bright and Beautiful Source: T3
TIDBITS
OPERATION RISING STAR
The Top 12 winners have been selected to include SFC John Whittle our local winner from Fort Leonard Wood! Operation Rising Star Broadcast Schedule: December 9, 11, 13, 15, and 17 All shows will air at 2000 Eastern, Central European, and Korea Standard time zones. Online voting will be open for 2 hours after each show is broadcast at www.oprisingstar.com. Spread the word through your facilities and let us show our support to our Rising Stars! __________________________
WIN 59 – Finish the sentence ~ We are doing something important here, and …. Email the answer and be entered into a drawing for a 59 minute card! megan.j. [email protected]
Last month’s winner: Carrie Bradke Answer: There was no wrong answer – it was whatever was in your heart!
Upcoming Events / Spread the Word! ALL MWR Events & Flyers are online click here
Now – Dec 23 SANTA SUIT RENTAL Pippin Youth Center for $55 per day / 596-0209.
Dec 4 ADVENTURES IN CANDYLAND Enjoy this holiday interactive event with live entertainment, tree lighting and a visit from Santa. Event will take
place at the Joint Services Park / 5:30 pm-8pm. FREE and open to the public. 596-6913.
Dec 7-10 TREES FOR TROOPS Trees are FREE and will be available for pick-up for Active Duty Service Members and spouses at the Fort Leonard Wood Auto Craft Shop during regular business hours; Mon/Wed/Thur/Fri from 11:00 am-7:00 pm, Sat/Sun from 10am-6pm. 400 trees, first come, first served. Must have valid ID and sign-in is required. 596-0243
Dec 14 LOL COMEDY TOUR Family and MWR present “LOL Comedy Tour”, show opens at 7:30 pm in the Pershing Community Center. Ticket costs are $5 in advance and $10 the day of. Bldg 4109 Piney Hills Dr. 596-6913.
Dec 15 COMMUNITY TEEN SOCIAL Pippin Youth Center 8pm – 10:30pm., a FREE night of fun, food, prizes and dancing. Must be 14 -18 years of age and be registered with Child, Youth & School Services. 596-0209.
Dec 17 – Jan 4 COLLEGE BOWL College students bring your student id and receive a discounted price of $2 per game. (Regular shoe rates apply) Bring four or more friends with you to bowl and receive free shoe rental. 596-1498.
Dec 17 CHRISTMAS LUNCHEON Pershing Community Center, 11am - 1pm $12.95/person, 6.95 ages 4-11. Tickets @ PCC call 329-2455. No lunch buffet served this day. Large groups welcome!
Dec 21 CANDY CANE TOSS Santa and friends will visit the Fort Leonard Wood housing areas starting at 2pm, on a fire truck tossing candy canes to good boys and girls! 596-0148. Dec 24-28 SAS “WINTER EXPRESS CAMP” Camp is for youth in 1st – 5th, grade and will be held from 9am – 3pm. Bldg 616 Replacement Ave. 596-0200
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.
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.
CLASSROOM About the Virtual Classroom: The School for Family and MWR will offer virtual classroom instruction through Defense Connect Online (DCO). You will receive 8-12 hours of interactive, facilitated instruction from an Academy instructor. Each virtual session will last approximately two (2) hours each week and run 4-8 weeks in length (depending on the class). The following classes are targeted and designed to meet the needs of the Family and MWR Program Manager.
•Introduction to the Virtual Classroom (mandatory pre-requisite) •Implementing the Family & MWR Delivery System •Procurement for the NAF Program Managers •NAF Personnel Management •NAF Internal Controls, and •NAF Financial Management
Each virtual class will be offered multiple times during a week to accommodate several different time zones and special schedules; select a session that fits your needs.
Just login and request enrollment at www.imcomacademy.com.
For more information, contact the School for Family and MWR at (210-466-1050 (DSN: 450-1050) or [email protected]
TEAM FMWR CATCH US AT OUR BEST
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Mr. Bardell & Mrs. Claus SSD / Kay, Gary, Barbara & Samantha
Marketing / Brian, Megan & Shereece Special Events / LoraLee
