CUSTOMER

SERVICE

Focus on making

customers, not sales:

Repeat customers

OPEX & OPEX REFRESHER TRAINING DATES

22 MAY- OPEX 0730-1630 AMCC

23 MAY - 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.

TEAM MEMBER ORIENTATION

Held at Audie Murphy’s Community

Center

16 MAY TMO Day 1 0730-1630

10 MAY TMO Day 2 0730-1630

11 MAY TMO Day 3 0800- UTC SUMMER HIRE

19 MAY TMO and OPEX 0600 -1800

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!

GENERATIONS! What a Difference A Year

(or 20) Makes!

There are many generations that we interact with on a daily basis. Sometimes this gives rise to frustration, conflict and misunderstanding. Yet each generation has something worthwhile and exciting to offer.

It’s helpful for managers to not only identify with their own generation but also others around them each day. One way to do so is to take a “generational” view. The following aresome typical characteristics of each generation.

Traditional Generation (1922–1945) tend to: • believe in conformity, authority and rules • have a very defined sense of right and wrong • be loyal, disciplined, logical, detail-oriented • view an understanding of history as a way to plan for the future • dislike conflict • seek out technological advancements • prefer hierarchical organizational structures

Baby Boomers (1946-1964) are drawn to: • long hours at the office, including evenings and weekends • building their career over the long term and loyalty to their employer • viewing themselves and their career as one and the same • commitment to quality and doing a good job • “hanging tough” through difficult work situations and policies • finding solutions to problems • being in charge and respecting authority

Generation X (1965-1980) tend to: • prefer high-quality end results over quantity • set and meet goals and are very productive • multitask • balance work and life; like flexible working hours, job sharing • see themselves as free agents and marketable commodities • be comfortable with authority but not impressed with titles • be technically competent • value ethnic diversity • love independence

Generation Y (1981-1994) tend to prefer: • effecting change and making an impact • expressing themselves rather than defining themselves through work • multitasking all the time • active involvement • flexibility in work hours and appearance; a relaxed work environment • teamwork • on-the-job training • getting everything immediately • a balance of work and life

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

MAY

2012

05

“It is quite simple and straight forward: we

aim to provide great customer service in

clean and well maintained facilities; in the

most efficient and cost conscious manner;

with the understanding our existence is to

serve our Customers.”

Mr. Wayne Bardell

Director FMWR Fort Leonard Wood

1

technology consulting

TOOLS, TIBITS &

TRENDS

TOOLS

FUN FROM THE TOP DOWN

Let’s face it: there are fun people and there are people who prefer to make our lives miserable. Maybe it’s their way of having fun. But at some point we need to take responsibility for work environment and how we interact with co-workers. Fun-based leadership CAN improve a lot of the “soft” aspects of a workplace, like morale and job appreciation, but good leaders know that it can also improve the hard productivity. Taking the lead in creating a fun workplace requires that you lead by example. Create your own atmosphere of fun within your own workspace. Take control of how you would like to work – the colors, sounds, toys and encourage others to join. The best champions of fun have a sort of magnetic personality that others like to be around. Why? Because they are fun! It may sound simplistic, but it works. Start with yourself, start small and encourage others to join in the fun. “300 More Ways to Have Fun At Work by David Hemsath”

“The 9 to 5 job is pretty much gone, and people are increasingly busy. As a result, we’re looking for fun and entertainment in every aspect of our lives.” Michael J Wolf, The Entertainment Economy

THE “WOW”

FACTOR!

Don’t just satisfy your

customers, WOW them!

Expressing appreciation for

choosing your facility or

program.

Gratefulness is easy to

express and be felt when it

comes from the heart.

“WOW” EVENTS!

Give us the tools,

and we will finish

the job” Winston Churchill.

2

TRENDS

TRAVEL TRENDS 2012

• Multigenerational happenings: Families are looking for authentic experiences and adventures to share, from American National Parks to Asia. And increasingly, that means three generations. Grandparents are taking their children and grandchildren on their bucket-list trip to the Galapagos Islands or Africa. Parents are following their college students abroad, touring where they are studying. • Value is in the experience: Wherever families go, they recognize that value stretches beyond the trip’s cost. Families are likely to spend more to get the experience they want, including opportunities to give back to the communities they visit. —Eileen Ogintz • Fizzle staycations! People want to get away from home. WIN 59 – What was the average number of pages visited per day in April on the MWR Web Page? Email the answer and be entered into a drawing for a 59 minute card! megan.odonoghue@us.army.mil

Last month’s winners: Ruby O’Dell Warren Britton Answer: On the Computer Mouse

TIDBITS

AGE NOT GENDER DRIVE MOST SOCIAL MEDIA USE

Though Facebook enjoys broad adoption among users of all age groups & genders, other social media sites do not have such ubiquitous appeal, according to a survey from Netpop Research.

Facebook, in other words, is not the norm. Facebook's penetration among socially networked adults in the US is 90%, and the site enjoys roughly the same penetration among socially networked women age 18-34 (92%) and age 35+ (92%). By contrast, YouTube's penetration among socially networked adults is 56%, but the video sharing site is far more popular among younger, social women (66%) and men (83%).

FORTLEONARDWOODMWR.COM

TOTAL HITS: 864,670

AVG HITS PER DAY: 28,822

AVG PAGES VISITED PER DAY: 1073

TOTAL PAGES VISITED: 32,195

EZINE DOWNLOADS: 645

Check your web sites, patrons are lurking!

TOP 10 PAGES VISITED

1. MWR Home Page

2. LORA

3. Outdoor Recreation

4. Sports & Fitness

5. ITR

6. Calendar

7. Flyers/Events

8. PV Golf Course

9. ACS

10. CYSS

MWR SOCIAL MEDIA VISITED FROM MWR WEB

FACEBOOK: 16,340 TWITTER: 16,322

FLICKR: 16,359 YOUTUBE: 15,990

WEB HITS – APRIL 2012

Fort Leonard Wood Family & MWR Marketing 573 596-0117 www.fortleonardwoodmwr.com 3

KEY DATES

Marketing:

Aug Marketing Requests

are due by Jun 1

~ National Golf Month

~ Family Fun Month

~ 5 Aug Friendship Day

~ 15 Aug Woodstock 35th

Anniversary

•Sep Marketing Requests

are due by Jul 1

~ 3 Sep Labor Day

~ 11 Sep Patriot Day

~ 29 Sep National Coffee Day

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

TOP 6 FLYERS DOWNLOADED

1. Movie in the Park 2. Youth Baseball

3. LORA Marina 4. Yard Sale

5. Operation Magic 6. LORA Youth Fishing

Upcoming Events / Spread the Word!

For a link to ALL MWR Flyers and Events click here

May 12 HERSHEY LOCAL YOUTH TRACK MEET ~ Link to Flyer CYS Youth Sports and Fitness program will be hosting a Hershey Local Youth Track Meet at 10am at Gerlach Track. The best times or distances are based on age and will move onto the district meet in Jefferson City, Missouri. FREE & open to youth ages 9-14. Registration will take place at 9am, must have proof of age when registering - 596-0209.

May 13 MOTHER’S DAY SPECIALS ~ Link to Info BRUNCH - Pershing Community Center, 10am – 2pm. $13.95 adults / $6.95 children 4-11 / FREE 3 yrs. & under. Reservations call 329-2455/573-855-0043. REC PLEX - FREE mini – golf to mothers with children on Mother’s Day between 1pm – 5pm. (limit one round of golf) 596-0843. DAUGHERTY BOWLING SPECIAL - enjoy 2 hours of bowling fun with music and laser lights. Cost is $40 per family, up to 6 persons per lane, includes 1 large single topping pizza and 4 small sodas. Special will run from 7pm – 9pm. 596-1498. LORA - the first 50 mothers will receive a FREE dozen worms or minnows. 573-346-5673. PINEY VALLEY GOLF COURSE - Mom’s golf for FREE with a paid golfer or receive a FREE bucket of range balls. 329-4770.

May 18 GARRISON GOLF CLASSIC / COL WILLIAMS’ FAREWELL ~ Link to Info Check in/registration starts at 8am, putting and chipping contests 9am – 10 & Classic has a 10am shot gun start. 4 person scramble; $50 for non Annual Green Fee Patrons (AGFP) or $45 AGFP’s and includes greens fees, cart and meal. Register online at www.fortleonardwoodmwr.com . 329-4770 .

May 26 SECOND ANNUAL SUMMER SPLASH BASH ~ Link to Flyer Enjoy family activities such as a climbing wall, bounce house and Summer family photo booth not to mention mini golf, go-karts and the pool. There will be fastest lap, hole in one cannon ball, dive race and hula hoop contests. Cost is $6 for ages 16 and up, $4 for ages 15 and under or $15 for a family of 4 and $2 for each additional family member. Includes; entrance to all attractions plus a hot dog, chips and a drink. Please no pets allowed at the event. Annual and Season Pool Pass will not be honored for this event. 596-0843.

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

shereece.n.spain@us.army.mil

SPONSORSHIP FINANCIALS AT A GLANCE

EVENT MONTH

REQUEST DEADLINE

Sept Jun 1, 2012

Oct Jun 29, 2012

Nov Aug 1, 2012

Dec Sep 3, 2012

Jan 2013 Oct 1, 2012

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.

4

FY12 CASH IN-KIND TOTAL

SPONSORSHIP

WEEKLY SYNOPSIS

As of 1 May 2012

Missouri Eagle and Lebanon

I-44 Speedway

Events/Programs Discussed:

They will sponsor GGC,

Cruise N Shine and Go Kart

Team Challenge with in-kind.

We will sponsor them

“FMWR Night at the Races”

Contract Status: Pending

Payment Status: N/A

USAA

Events/Programs Discussed:

4th of July, Tree Lighting

Celebration, Oktoberfest

Contract Status: Signed

Payment Status: Deposited

Essex Mortgage Center

Events/Programs Discussed:

Initial discussion on

sponsorship opportunities.

Sent info. Will continue to

follow up.

Contract Status: N/A

Payment Status: Pending

Red Bull

Events/Programs Discussed:

Gaming tournament – SEPT

reserved date and location

(Oct, NFH). Terms &

conditions TBD closer to the

end of May since we have

time

Contract Status: Pending

Payment Status: N/A (in-

kind)

Shereece Spain

Sponsorship Manager

(573) 596-0147

shereece.n.spain@us.army.mil

5

SPONSORSHIP EVENTS & PROGRAM OVERVIEW

FY12 PROGRAM CASH IN-KIND TOTAL

Professional

Development

Army Civilian Training,

Education and

Development Systems

(ACTEDS)

http://cpol.army.mil/library/t

rain/catalog/

The ACTEDS is a

comprehensive, sequenced

plan of training, education and

professional development

experiences required for your

career progression. Resting

on a foundation of core

technical competency, this

plan integrates leadership

skills and business based

competencies to lead a

flexible and responsive Army

FMWR Team into the 21st

Century. Professional growth

and self-development is the

joint responsibility of the

employee and supervisor.

This ACTEDS Plan

provides a roadmap to career

progression. We charge each

supervisor and FMWR leader

to support this ACTEDS Plan

and make career

development and

professionalism a reality for

the Army FMWR employees.

Morale, Welfare and

Recreation / Career Field 51

(MWR) (CF-51)

TEAM FMWR CATCH US AT OUR BEST

6 Fort Leonard Wood Family & MWR Marketing 573 596-0117 www.fortleonardwoodmwr.com

LORA CLEAN UP: On May 3rd over 35 Family & MWR employees headed to Lake of the Ozarks Recreation Area (LORA) to help the recreation area get ready for summer season. The bonus was a great day with coworkers, a fun teambuilding opportunity!

Creating a welcoming environment for our patrons – first impressions can last a lifetime!

Family & MWR Director, Mr. Wayne Bardell lead the way – making sure LORA is “a cut” above the rest!

SSD Maintenance crew pads the camp sites so patrons will have a comfortable nights sleep.

Warren Britton from SEPT assists with the leaf burning along the incoming road.

CRD crew pose for the camera in between raking the shore line.

SSD pitches in to remove debris from the shore creating a view for patrons to enjoy.

Taking a much needed lunch break to refuel.

The reward of a hard days work was a boat cruise on Lake of the Ozarks!