CUSTOMER

SERVICE

Earning Customer

Loyalty Starts with

Loyalty to Employees

The customer experience is about human interaction. If you want your employees to deliver the best customer experience, give them a good reason to do it. The best reason is delivering to your employees the best experiences.

OPEX & OPEX REFRESHER

TRAINING DATES

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.

TEAM MEMBER

ORIENTATION

14-16 MAR -0730 AMCC

10-12 APR -0730 AMCC

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!

Las Vegas has a slogan, “You can’t win if you don’t play,” It’s hard to argue with that logic, bystanders don’t reap any rewards. Only those who are willing to put up the cash and potentially lose it, have the chance to win. The same is true when it comes to marketing. Without it, you are like those bystanders, watching your competitors play. With it, you are risking your company’s precious resources in the hopes that the message you communicate motivates purchases. Marketing is not a sure thing, if it were no company would ever fail. Marketing is the willingness to risk company resources; the tenacity to not give up; and the confidence to play like you’re in it to win. So how do you win the game of marketing? It’s a Risk The first lesson one must accept and embrace when marketing, is that risk is involved. Parting with lots of money will not guarantee success in either situation. One of the biggest and most expensive marketing failures was that of the launch of “New Coke” in the ‘80s. What’s important about losing though, is taking to heart the lesson that comes with it. Today Coca-Cola is one of the most well-known brands in the world. Success Improves with Practice When you hear “just do it”, I’ll wager you know what brand that is. Nike didn’t get to that level of brand recognition by placing an ad here and there. No, they inundated us with messages from advertisements, PR, packaging and more, all working together to reinforce their message and positioning. The key here is the consistency in the message as well as the consistency in the frequency with which it was delivered.

Hope for a Little Luck It would be remiss to negate the influence of luck on business success. We tend to think that some companies just have it all together and therefore their success is directly related to their superior business management and marketing skills. While these skills certainly work toward success, a little luck never hurt anybody; and for those companies that planned for such a scenario, the rewards are even richer. A favorite example is Ugg. This footwear company enjoyed modest success for over two decades before being featured as one of Oprah’s favorite things several years in row beginning in 2000. It was that stroke of luck that took Ugg from a brand enjoyed by surfers and select celebrities to a household name. Thankfully, Ugg had the infrastructure to respond to the “Oprah Effect” on their brand and were able to take that notoriety and run with it. Luck favors the prepared. So What’s Your Wager? Want to win in the game of business? You need to play. One ad here or there, one press release a year or a neglected Facebook page will not work toward success for your business. Remember, consistency and frequency will hedge your bets. And while you can’t make luck, you can certainly plan for it. So, if you find yourself in a position to realize a rare opportunity, grab it with both hands and run with it. Penny Redlin (Contributor to the “Business Sense”)

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

MARCH

2012

03

1

LUCKY IN MARKETING OR PLAY TO WIN!

technology consulting

TOOLS, TIBITS &

TRENDS

TOOLS

BUILDING A GREAT FACEBOOK PAGE

Select Great Profile Photos By default, Facebook automatically selects a few of the photos that you have posted to the wall of your fan page and features in a highly visible strip at the top of your page. Instead of random photos, Facebook also gives admins the option to select five top photos to be featured in this area. Take a moment to find some great pics that are relevant to your practices and brand, then delete the photos that you don’t want to feature by navigating to Photos => Select Photos. Displaying Your Featured Likes Selecting a few of your top Likes to feature on your practice’s Facebook fan page is a great way to draw attention to other MWR Facebook campaigns. Simply click on Edit Page on your fan page, navigate to Featured => Edit Featured Likes and pick the accounts you would like to promote. Revealing Your Page Owners Let your fans see some of the faces behind your brand by activating the Page Owners display option for Facebook fan page. This feature simply shows the names and profile pics of the administrators of your fan page. This element can be activated under the same Featured settings menu as Featured Likes.

THE “WOW”

FACTOR!

Keep Them Excited!

As in personal relationships, consistency can only go so far. Customers are people and they take for granted what you delivered yesterday. Reinvent the relationship and rejuvenate the experience. Make them excited and keep them coming back for more!

“WOW” EVENTS!

TIDBITS

UPCOMING PROMOTIONS

Strong B.A.N.D.S. The Strong B.A.N.D.S. promotion will again take place in the month of May. This promotion provides an opportunity for garrisons to showcase numerous and exceptional fitness and wellness activities available to Soldiers and Families Army-wide.

Last year's Strong B.A.N.D.S. promotion was a great success with 60 garrisons participating; in excess of 200 sports, fitness and aquatics, events were conducted and approximately 24,314 exercise enthusiasts participated. 3rd Annual Family Fun Fitness Festival DeCA will host the festival from mid-April through mid-June 2012. This years’ theme is "Fitness and Fun For The Whole Family." The commissary will partner with industry companies to offer free, nutritious foods and beverage samplings. This is an excellent opportunity for Family and MWR recreational activities to partner with DeCA and the Exchange to promote their fitness services, provide fitness demonstrations, and showcase recreation opportunities that are offered at each garrison.

TRENDS

FOOD TRUCKS

It’s been incredible to see how the food truck has evolved over the years. They’ve gone from something people were skeptical about to full-blown restaurants on wheels, serving everything from comfort foods and pizza to ethnic cuisine and desserts. Food trucks heavily rely on social media, which for most is their No. 1 way to advertise. They just send out a tweet and Facebook status about where they will be and when. This gives customers the convenience of different options close to them. FOOD TRUCK FACTS: 72% only accept cash Almost 2.5 billion people eat “street food” It’s the “Grab & Go” concept people are drawn to Monday is the busiest day for food trucks nationwide Source: Mashable Infographic Do you know where the FMWR Snack Wagon is parked? Email the answer and be entered into a drawing for a 59 minute card! megan.odonoghue@us.army.mil

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FORTLEONARDWOODMWR.COM

TOTAL HITS: 597,856

AVG HITS PER DAY: 20,615

AVG PAGES VISITED PER DAY: 947

FILES DOWNLOADED: 513,930

TOTAL PAGES VISITED: 27,466

EZINE DOWNLOADS: 130

PHOTO GALLERY VISITS: 916

Check your web sites, patrons are lurking!

TOP 10 PAGES VISITED

1. MWR Home Page

2. LORA

3. Sports & Fitness

4. Outdoor Adventure

5. ITR

6. MWR Calendar

7. ACS

8. Flyers/Events

9. Employment

10. CYSS

MWR SOCIAL MEDIA VISITED FROM MWR WEB

FACEBOOK: 12,490 TWITTER: 12,411

FLICKR: 12,489 YOUTUBE: 12,237

WEB HITS – FEBRUARY 2012

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KEY DATES

Marketing:

•June Marketing Requests

are due by April 1.

~ Women’s Golf Month

~ 14 Jun – Army’s Birthday

~ 17 Jun – Father’s Day

•July Marketing Requests

are due by May 1.

~ Park & Rec Month

~ 4 Jul – Independence 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

Upcoming Events / Spread the Word!

For a link to ALL MWR Flyers and Events click here

• March MARCH WEEKDAY SPECIAL ~ Link to Flyer The Lake of the Ozarks Recreation Area (LORA) is offering a great special weekdays this March!! Monday thru Thursday during the month of March, rent a cabin and receive 4 hours free on a pontoon or deck boat rental. (Gas not included) LORA offers a wide variety of options for visitors, there is no shortage of opportunities to enjoy the area in a variety of ways. 573-346-5673. • March 17 CELEBRATE THE LUCK OF THE IRISH ~ Link to Flyers LORA Bass Tournament 7am (or first safelight), weigh-in is at 3pm. $40/per boat, optional $10 fee for Big Bass. Register at the Outdoor Adventure Center or LORA. Open to the public 573-346-5673. BlackJack Bar & Grill and Morelli Heights Bar & Grill. Enjoy green beer, menu specials & great company! Junkyard Dogs performing live at the BlackJack Bar & Grill. No cover, 8pm – 12am. 329-2455 St. Patrick’s Day Golf Tournament – 10am at PV Golf Course. $30 for Annual Green Fee Patrons (AGFP) and $35 for non AGFPs; includes 18 holes, cart and Reuben sandwich lunch. Open to the public. 329-4770.

• March 31 4th ANNUAL EASTER EGG HUNT ~ Link to Flyer Infants and children are invited to Family & MWR’s 4th Annual Easter Egg Hunt beginning at 10:00 am. The hunt is for the following age categories: 0-3 years, 4-6 years, 7-9 years and 10-12 years. Egg hunt will take place at the Colyer Park located on Nebraska Avenue. Venue opens at 9:00 am with a visit from the bunny. For more information call 596-6913. • March 31 18th ANNUAL COMMUNITY FUN FAIR ~ Link to Flyer Join the CYS Services Child Development Center in celebrating Month of the Military Child in their 18th Annual Fun Fair from 11:00 am – 3:00 pm., lots of activities, door prizes, give-a-ways, and FREE food. Bring in your child’s bicycle and helmet to ensure your child’s safety while riding and/or car seat to get inspected and learn the correct way to install them. Event is FREE and open to the public. Event will take place at the Child Development Center located in Bldg. 615, Replacement Avenue. For more information call 596-0238.

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.

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

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

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SPONSORSHIP FINANCIALS AT A GLANCE

YEAR TO DATE

BC LIB

SPONSORSHIP

FY12 CASH IN-KIND TOTAL

SYNOPSIS

As of 2 March 2012

Martinsburg Institute:

•Events/Programs Discussed:

Fun Fair

•Contract Status: Signed

•Payment Status: Deposited

Missouri Eagle and Lebanon I-

44 Speedway

•Events/Programs Discussed:

MWR event to be determined.

Discussed their sponsorship of

one of our events in return for

an FMWR night in conjunction

with Military Appreciation

Night.

•Contract Status: Additional

details of sponsorship to be

further discussed prior to

contract being issued.

•Payment Status: N/A

Park University and Phoenix

University

•Events/Programs Discussed:

Initial conversation on our

sponsorship program.

•Contract Status: N/A

•Payment Status: N/A

CenturyLink

•Events/Programs Discussed:

2012 Advertising plans

•Contract Status: Signed and

received

•Payment Status: Deposited

Sprint

•Events/Programs Discussed:

New POC and 2012

Advertising plans

•Contract Status: Received

•Payment Status: Deposited

USAA

•Events/Programs Discussed:

4th of July, Tree Lighting

Celebration, Oktoberfest,

Pumpkin Fest

•Contract Status: Still waiting

for JAG review of advertising

materials

•Payment Status: N/A

Tre’ Spa & Salon:

•Events/Programs Discussed:

BUNCO and Military Spouse

Appreciation Day

•Contract Status: BUNCO

contract received. Spouse

Day pending.

•Payment Status: BUNCO is

in-kind. Spouse Day pending.

Shereece Spain

Sponsorship Manager

(573) 596-0147

shereece.n.spain@us.army.mil

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SPONSORSHIP EVENTS & PROGRAM OVERVIEW

ACTIVITY CASH IN-KIND TOTAL

As of 3/2/12

Pending further action. Event cancelled

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

DREAM TEAM AWARD

This award is presented for

recognition of outstanding

teamwork within the FMWR

Organization.

The intent of this award is to

recognize teams that are working

cohesively towards a common

goal.

FMWR - ON THE JOB!

Professional

Development

The IMCOM Academy

www.imcomacademy.com

Featured course

FMWR Basic Management

Course

This course will familiarize the new Family & MWR manager with this basic knowledge. It has been targeted for all new Family & MWR managers /employees who have fiscal and program management responsibilities and are assigned to a management position for the first time. This course is designated as a mandatory - AR 215-1 require enrollment within the first year of assignment to a management position.

TEAM FMWR CATCH US AT OUR BEST

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