CUSTOMER

SERVICE

A customer is the most important visitor on our

premises, he is not

dependent on us. We are

dependent on him. He is not

an interruption in our work.

He is the purpose of it. He is

not an outsider in our

business. He is part of it. We

are not doing him a favor by

serving him. He is doing us a

favor by giving us an

opportunity to do so.

~Mahatma Gandhi ~

OPEX & OPEX REFRESHER

TRAINING DATES

21 FEB - OPEX

0730-1630 AMCC

23 FEB - OPEX Refresher

0800-1130 or 1300-1630

AMCC

27 MAR - OPEX

0730-1630 AMCC

29 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!

Loving your customers is about service, not sales. Most people hate to be sold to, but if you serve your customers better than the shop down the street does, they will come back to see you again and again. Patrons will even pay more for the same product or service because you make them feel valued. Loved, even.

Here are six ways to get your customers to love you and your facility/program.

Smile - even when you’re on the phone A smile can be “felt and heard” even through e-mail or phone lines. Placing a smile on your face before you face a customer or pick up the phone, will make a huge difference! All employees who have face time or phone time with your customers must be happy.

Ask your clients what they want Then give it to them, if it’s in your power to do so. Marketing becomes easy when you care enough to ask how you can serve people. Do surveys, hold contests, simply ask and pay very close attention to the responses you receive.

If someone wants their money back, return it cheerfully Then ask if you can do anything else to make it right. One refund done well could produce 10 or more positive referrals. How many times have you been disappointed with a product, but happy with the customer service you received when you sought a return or refund? If you make it easy for unhappy customers to be satisfied, chances are, they’ll be back.

Take customer loyalty seriously Do unexpected “nice” things for your loyal customers. Follow up on purchases, send a personalized email (or card) inviting them back to another event, and make your customers feel special.

Thank your customers for their business Make sure they know that you value their business. Don’t take it for granted. Train your staff to always thank your customers for doing business with you.

Build community with your clients Make them feel as though they have joined a family that cares enough to give them excellent service. Keep them involved with your business, and your business “top of mind” with e-mail messages, postcards and announcements, all as a way of saying, “we appreciate you.”

One of the biggest paybacks of loving your customer is how it affects our team as a whole, our organization mission and how it sets us apart in a marketplace where far too many businesses focus only on the sale and not on the happiness of the consumer.

Love your customers. It makes all the difference in the world.

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

FEBRUARY

2011

02

“Our number one priority will always be to ensure we continue to provide

excellence in customer service, a welcoming environment and programs that enrich their stay at Fort Leonard

Wood. We will always respect our customer and do our best to provide excellent service to each person who

walks through our doors.”

Mr. Wayne Bardell

Director, FMWR Fort Leonard Wood

1

YOUR CUSTOMERS!

technology consulting

TOOLS, TIBITS &

TRENDS

TOOLS

QR CODES

A Quick Response (QR )code is a two-dimensional barcode that links websites from a printed page. Scan using a smart phone, the QR takes your customers directly to your Web site, Face Book or other web content.

CODED - MAKING PRINT MARTERIAL WORK HARDER

Did you know that our Marketing Office has been utilizing QR codes for over 2 years on all print material?

Since most of our customers are connected 24/7 we want to engage them with digital media and drive them to our web site!

Below is the QR code for the Fort Leonard Wood MWR Web Site – use it, help us, help your customers find information about your services.

Copy & paste the QR Code Print and display at your front counter OR ask Marketing to do it for you!

THE “WOW”

FACTOR!

Create an Emotional

Experience!

When you do something for a customer that is positive and unexpected then you carve that event in their memories. Because they like what you did, you create positive emotional content for the experience. And because it’s a surprise, the emotional content level is higher. The more emotional content an event or experience has the more we will remember it. The more fun it was, the more we want to repeat it and share it with others.

“WOW” EVENTS!

TIDBITS

MILITARY SMARTPHONES

Some U.S. officials this year are expected to get smart phones capable of handling classified documents over cell networks.

The smart phones are first being deployed to U.S. soldiers, later, federal agencies are expected to get phones for sending and receiving government cables while away from their offices. Eventually, local governments and corporations could give workers phones with similar software.

The Army has been testing touch screen devices at U.S. bases for nearly two years. About 40 phones were sent to fighters overseas a year ago, and the Army plans to ship 50 more phones and 75 tablets to soldiers abroad in March.

With a secure Smartphone, a soldier could see fellow infantry on a digital map, or an official could send an important dispatch from Washington's Metro subway without fear of security breaches.

Smartphone's cleared for top-secret dispatches are expected to be ready in the next few months.

Source: CNN

TRENDS

CONSUMER TRENDS

At an even faster pace than

last year, consumers’

behaviors and preferences are

shifting in favor of digital

experiences and constant

connectivity.

The Internet is the most

important digital media

channel, and email is the most

preferred messaging channel

across all age groups.

Online shopping has become a

mainstream activity for adults

ages 25 to 49.

Adults ages 18 to 34 prefer

instant messaging, text

messaging, mobile phones and

social sites as main sources of

information and entertainment.

Consumers 50 and older

preferring the Internet to their

mobile phones.

Adults over age 50 tend to

engage in online activities like

researching , financial and

medical information.

Adults ages 25 to 49 spend

more Internet time managing

their daily lives with activities

such as online banking and

reading news.

Source: Experian

2

Upcoming Events / Spread the Word!

For a link to ALL MWR Flyers and Events click here

• Now - March 6 REGISTRATION FOR MINI T-BALL ~ Link to Flyer

CYS Services Youth Sports and Fitness is registering for the Mini T-ball program. Program is for children

ages 3-5 yrs. $20 per child, includes a t-shirt & a medal. This is a parent participation program. No physical

needed. A parent meeting will be held on March 5, 5:30 pm at the Pippin Youth Center. Registration takes

place at Parent Central Services located in Bldg. 470, Rm. 1126. For more information call 596-0238.

• February 25 ICW WRESTLING ~ Link to Flyer

Family & MWR brings “ICW Wrestling” to Fort Leonard Wood. International Championship Wrestling

presents: Homecoming Havoc! Come out and see Chris Masters, Val Venis, Raven, Scotty Too Hotty,

Shawn Daivari, Doink the Clown and many more battle it out. The event will also feature a Tag Team and

Ladies Match. Hosted at Nutter Field House, doors /5pm, event/6pm. Advance tickets will be available at the

ITR Office, Bldg 490 or online at fortleonardwoodmwr.com.

Advance - Ringside: $15/ General Admission: $10/ Day of show - Ringside: $20 / General Admission: $15.

Event is open to the public. For more information call 596-6913.

• February 25 KID’S TROUT DERBY ~ Link to Flyer

The Kid’s Fishing Derby will be hosted by the Outdoor Adventure Center. Registration starts at 9 am and

fishing runs 11am – 1:30pm. Derby is FREE and open to kids ages 15 years and under (must be

accompanied by an adult). The trout derby will be held at Stone Mills Spring located on FLW 20 off Water

Intake Road. Prizes will be awarded. Limited fishing poles will be available; you are encouraged to bring

your own. Open to the public. Licenses and fees are waived. For more information call 596-4223.

• March 1 TASTE OF THE ARTS ~ Link to flyer Join us for Fort Leonard Wood’s “Taste of the Arts” gallery and competition at the Pershing Community Center from 6pm-8pm showcasing original works of art from local artists ages 5 and up. $5 artist registration fee for persons 18 yrs and older, 17 yrs of age and under are free. Arts show is FREE and open to the public. Pershing Community Center is located at Bldg. 4109 Piney Hills Drive. Deadline to enter artwork is February 24 at the Arts and Crafts Frame Shop in the PX Mini Mall. For more information call 596-0242.

FORTLEONARDWOODMWR.COM

TOTAL HITS: 630,096

AVG HITS PER DAY: 20,325

AVG PAGES VISITED PER DAY: 896

FILES DOWNLOADED: 542,112

TOTAL PAGES VISITED: 27,797

EZINE DOWNLOADS: 144

PHOTO GALLERY VISITS: 545

Check your web sites, patrons are lurking!

TOP 10 PAGES VISITED

1. MWR Home Page

2. Sports & Fitness

3. LORA

4. Outdoor Adventure

5. ACS

6. ITR

7. Employment

8. Flyers/Events

9. Calendar

10. CYSS

MWR SOCIAL MEDIA VISITED FROM MWR WEB

FACEBOOK: 13,626 TWITTER: 13,669

FLICKR: 13,684 YOUTUBE: 13,408

WEB HITS – JANUARY 2012

3

KEY DATES

Marketing:

•April Marketing Requests

are due by February 15.

~ Month of the Military Child

~ 8 Apr – Easter

~ 22 Apr Earth Day

•May Marketing Requests

are due by March 15.

~ May is Fitness Month

•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.

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.

20 ACTIONS YOU CAN TAKE

TO THANK YOUR

SPONSORS!

1. Contact sponsors, even

when it is not necessary.

2. Let your sponsors know

how much you like working

with them.

3. Ask your sponsors what

you could do to make

working with you easier for

them.

4. Tell your sponsor's story to

others.

5. Pass along leads.

EVENT MONTH

REQUEST DEADLINE

April Jan 9, 2012

May Feb 1, 2012

June Mar 1, 2012

July Apr 2, 2012

Aug May 1, 2012

Sept Jun 1, 2012

Oct Jun 29, 2012

6. Do something a little

extra.

7. Make suggestions for

improving your sponsor's

operations.

8. Pass along helpful

information.

9. Lend a hand.

10. Utilize the power of

recognition.

11. Be candid when asked

for your opinion.

12. Show your loyalty.

13. Don't cut corners.

14. Come to a sponsor's

defense when you hear

criticism.

15. When something hasn't

gone well, let your

sponsors know what you

plan to do about it.

16. Respond reliably.

17. Leverage the power of

free.

18. Take the initiative.

19. Keep your word.

20. Show respect.

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.

Shereece Spain

Sponsorship Manager

(573) 596-0147

shereece.n.spain@us.army.mil

4

SPONSORSHIP FINANCIALS AT A GLANCE

YEAR TO DATE

BC LIB

SYNOPSIS As of 1 February 2012

PEPSI

Events/Programs

Discussed: Fun Fair,

ICW, Catfish Derby,

4th of July, Youth Bowling

League and Jr. Golf Clinic

GRELLNER SALES &

SERVICE

Events/Programs

Discussed: ICW,

Advertising, CG

Scrambles, Fitness Runs

CITIZENS MORTGAGE

Events/Programs

Discussed: 4th of July and

Upcoming ACS events

through July

CENTURYLINK

Events/Programs

Discussed: 2012

Advertising plans

SPRINT

Events/Programs

Discussed: New POC

and 2012 Advertising plans

USAA

Events/Programs

Discussed: 4th of July,

Tree Lighting Celebration,

Oktoberfest, Pumpkin Fest

MISSOURI EAGLE

Events/Programs

Discussed: Taste of the

Arts, Garrison Golf Classic

and 4th of July

CENTURY 21

Events/Programs

Discussed: Website

Advertising

Shereece Spain

Sponsorship Manager

(573) 596-0147

shereece.n.spain@us.army.mil

5

MARCH Event Sponsorship Requests Request Deadline: December

Division/

Activity Event

Date

Received

Event

Date Solicited Sponsors Notes

SEPT Bunco 12/13/11 3/6/12

Bryan College, Columbia

College, Martinsburg

Institute, Allied American

Univ, Mary Kay, Pampered

Chef, Body by Vi and

Premier Designs Jewelry

Allied American Univ –

contracted

Tres Spa - contracted

SEPT FLW Easter

Egg Hunt 12/15/11 3/31/12 Regular Distribution List

Found out about date

change to 31 Mar @

calendar mtg 1/5/11 , had

already solicited potential

sponsors for the 24th . Late

date change, awaiting

feedback from sponsors on

new date.

SEPT Taste of the

Arts 12/19/11 3/1/12

Grellner, MO Eagle, St.

James, Meramac, Stone

Hill Winery, Traver Home

Winery, Crispin Cider,

Public House, Cheese

Factory, Underground

Liquors

Grellner - contract &

payment pending

St James - pending

scheduling

CYSS Fun Fair N/A 3/31/12

Regular Distribution List

plus Frito Lay, Wonder

Bread & Operation Home

Front: In-kind goods picked

up

Allied American Univ

- contract & payment

pending

Mid Missouri Credit Union –

waiting for more info

Operation Home Front: In-

kind goods picked up

Frito Lay: Awaiting

Response

Wonder Bread: Awaiting

Response

The following information covers a 2 month period. “Solicited Sponsors” listed if the solicitation deviates

from regular monthly email distribution. The Sponsorship Distribution List is a list of past & present

sponsors, local businesses, businesses that have requested advertising / sponsor information and

names/businesses from program managers.

Emails go out at least MONTHLY to the Distribution List , highlighting annual and upcoming events for

potential sponsorship.

SPONSORSHIP EVENTS & PROGRAM OVERVIEW

APRIL Event Sponsorship Requests Request Deadline: January

Division/

Activity Event

Date

Received

Event

Date Solicited Sponsors Notes

SEPT Bunco 12/13/11 1st Tues

Mar-May

Regular Distribution List

Bundled sponsorship for all 3

events

PVGC CG

Scramble N/A Mar-Oct

Regular Distribution List

Part of FY12 Annual

Sponsorship package

ACS AVC

Appreciation N/A TBD Regular Distribution List

Part of FY12 ACS Annual

Sponsorship package

PCC Easter

Brunch N/A

Regular Distribution List

Part of FY12 PCC Annual

Sponsorship package

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 FMWR 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 given at the quarterly

FMWR Award Ceremony.

Highlighted this month is the

UNSUNG HERO AWARD

This award recognizes an

employee or group of employees

who have made a positive

"behind the scenes" contribution

our Mission. Typically missions

or tasks who otherwise go

unnoticed.

EMPLOYEE HIGHTLIGHTS – CYS Services – Dec 2011

Professional

Development

Featured course

CES Foundation Course

The FC course objectives are to understand U.S. Army leadership doctrine; increase self-awareness, as it relates to their profession; understand team building, group dynamics, and effective communication; assess individual values and how they relate to professional ethics; understand how to manage professional advancement and leverage career potential; and complete administrative requirements expected of DA civilians.

Self-registration process through the Civilian Human Resource Training Application System web-site https://www.atrrs.army.mil/channels/chrtas/default.asp.

TEAM FMWR CATCH US AT OUR BEST

6