Old Colony YMCA April 20, 2015

From: Suzanne Fennelly <[email protected]>

Date: October 18, 2012 7:23:04 AM

To: 'Stephen Maguire' <[email protected]>

Subject: RE: Update on Nolan

Hi Steve - Nolan is adorable and adjusting very well to school. He

seems to be very comfortable with the other children in the class. He

loves to play with the legos and that seems to be popular in their

class. It It is early in the year and there is a lot of adjustment for these

little guys as coming to school is a very big step for them. I am always

amazed that they can come in to a group of peers and adults that they

do not know, and blend so well together in such a short period of time!

He is right where he should be at this point in the year! His teachers

will be able to give you more feedback as the months progress but

right now....no worries!!!

Sincerely,

Suzanne and Judy

“I’m sposed to be on

like mega-psych meds,

but they make me feel

wicked retarded, so I

don’t take them.

F&@k that”

JUNE IS FRIDAY NIGHT

JULY IS SATURDAY

AUGUST IS SUNDAY

AFTERNOON!

YOU KNOW YOU WORK IN EDUCATION IF

YOU CAN RELATE TO THIS…

“PLACE FOR

CHEESEY TITLE OF

THE SPEAKER’S

PROGRAM.”EVERYTHING MATTERS! ©

STEVE MAGUIRE: M.ED

GOTURNSTONE.COM

Mutual respects of our

TIME…• Electronic Devices - please! (we have lost

our minds)

• Match energy levels together - Please

participate

• Keep in mind that…the ultimate goal of our

time together is to get more awesome at

working with kids, families and each other!

• Keep in mind…ADD/ADHD (the packet),

sometimes… PD = PMITERN, DBPP

OUR KIDS AND FAMILIES

ARE #1 ALL THE TIME.

WITHOUT THEM, NOTHING

ELSE WOULD EXIST!

KIDS AND FAMILIES ARE # 1

JET BLUE DOES IT

RIGHT...

“THANK YOU FOR FLYING

JETBLUE, WITHOUT YOU,

WE’D JUST BE A BUNCH

OF TVS FLYING AROUND

THE COUNTRY.”

SMILE MORE

CONTINUE TO LEARN TOGETHER -

“AS SOON AS YOU MEET SOMEONE

WHO KNOWS EVERYTHING, GET AS

FAR AWAY FROM THAT PERSON AS

POSSIBLE!”

THE SMILING KNOWOLOGIST

CHILDREN TODAY ARE…

AMAZING

FUNNY

CREATIVE

ENGAGED

EMPATHIC

WHAT DO YOU

LOVE ABOUT

YOUR JOB?

What did you

want to be when

you “grew up”?

HAVE FUNNO PERSON ON THEIR DEATH BED

EVER SAID ‘I WISH I HAD SPENT

MORE TIME BEING MISERABLE’ -

FOCUS MORE ON THE CHILDREN IF

YOU ARE HAVING A BAD DAY!

APRIL VACATION SMILE

WE ARE ALL

STRESSED! ADD

JOY TO OUR DAY!

WALK A MILE

EXUDE EMPATHY AND

REMEMBER THAT IT’S EASY

TO JUDGE PEOPLE

(CHILDREN, FAMILIES &

COLLEAGUES) WHEN WE

DON’T KNOW THEIR STORY…

BALANCE IS THE

KEY…

STUDENT TEACHING

“THERE IS ALWAYS

TOMORROW”

CONTAGIOUS

JOY AND

MISERY IN THIS

VIDEO!

COMMUNICATE !

YOU SAY A LOT

WITHOUT SAYING A LOT!

TIM M.

FACE TO FACE

COMMUNICATE! (CONTINUED)

TONE! “SAY WHAT YOU

MEAN AND MEAN WHAT

YOU SAY, BUT DON’T

SAY IT MEAN!”

“LOOPER?!”

TYPICAL STAFF BREAKDOWN

100%ER

FOUNDATIONER

ALONG FOR THE RIDER

ANCHOR : “ARE YOU

HAPPY?”

ADD AND DON’T SUBTRACT…

AVOID BEING…

THE SKEPTIC : BETTER OR

BITTER?

THE KNOWOLOGIST

THE REMINISCER

THE HOARDER

THE EXTENDER

AMAZING

Customer ServiceStephen Maguire, M.Ed

“The

answer

was always

yes.”

Impressions make customer

service!• Line of cars around the

corner waiting to get to the

drive through

• As the line increases, two

employees (upper teens, low

twenties) come outside for a

smoke break

Customer Service

What does it mean to

us? How do you feel

like you best provide it

now? What does it look

like at your place?

Why do

participants

come to your

programs?

CS at our place…

Smiling, happy positive people

AMAZING ‘kid relationship builders’ staff members

24 hour response time to emails

(immediate chat opportunities)

Staff recognition and support

Our goal of

AMAZING customer

service should be

to make any

reasonable

customer happy

If the expectation of

what the customer

is going to ask is

‘unreasonable’ or

negative, that is how

we will respond!

Expect greatness… not negativity!

What/who our

employees talk

about could be

picked up on by

anyone!

‘Shock

people’ with

your

customer

service!

When people

feel safe, they

will want to

return

One small act

can make

someone happy,

but it might save

you $$$$$ as well

“Little things are big

things” Bertuccis

Let’s talk $$$$$…• * Some percent of our budget

should be allocated to customer

service… Giveaways, thank yous,

feel goods, branding

• * Think about what our customer is

paying for and think how you can

sacrifice a small portion of that $$$$

to return it to them in another form

“We can’t afford to send a

gift/card/follow up/ etc.”

Excuse.

Can you afford not to have

customers?

The decision to

ask for help means

a person wants

HELP! Not how to

find the help!

Lots of people

want to feel

welcomed or

welcomed back

somewhere

Staff on their

phones

impacts

customers

cue the video!

PARENT(S)/G

UARDIAN(S)

24 hour rule -

especially to the

seemingly

‘crazy’ parents

(AKA: me!)

From: Suzanne Fennelly <[email protected]>

Date: October 18, 2012 7:23:04 AM

To: 'Stephen Maguire' <[email protected]>

Subject: RE: Update on Nolan

Hi Steve - Nolan is adorable and adjusting very well to school. He

seems to be very comfortable with the other children in the class. He

loves to play with the legos and that seems to be popular in their

class. It It is early in the year and there is a lot of adjustment for these

little guys as coming to school is a very big step for them. I am always

amazed that they can come in to a group of peers and adults that they

do not know, and blend so well together in such a short period of time!

He is right where he should be at this point in the year! His teachers

will be able to give you more feedback as the months progress but

right now....no worries!!!

Sincerely,

Suzanne and Judy

Best and worst

customer service

you have ever

experienced?

Why? How did it

make you feel?

intentional blank slide

1. A ) It's fun to take

risks.

B ) I have fun without

taking risks.

2.A ) I look for new

ways to do old jobs

B ) When one way

works well, I don't

change it.

3.A ) I begin many

jobs that I never

finish.

B ) I finish a job

before starting a

new one.

4.A ) I'm not very

imaginative in my work.

B ) I use my imagination

in everything I do.

5.A ) I can analyze

what is going to

happen next.

B ) I can sense

what is going to

happen next.

6. A ) I try to find the

one best way to solve

a problem.

B ) I try to find different

answers to problems.

7.A ) My thinking

is like pictures

going through my

head.

B ) My thinking is

like words going

through my head.

8. A ) I agree with new

ideas before other

people do.

B ) I question new ideas

more than other people

do.

9. A ) Other people

don't understand how

I organize things.

B ) Other people think I

organize well.

10. A ) I have good

self-discipline.

B ) I usually act on my

feelings.

11.A ) I plan time for

doing my work.

B ) I don't think about

the time when I work.

12. A ) With a hard

decision, I choose what I

know is right.

B ) With a hard decision, I

choose what I feel is

right.

13.A ) I do easy things

first and important things

later.

B ) I do the important

things first and the easy

things later.

14. A ) Sometimes in a

new situation, I have too

many ideas.

B ) Sometimes in a new

situation, I don't have any

ideas.

15.A ) I have to have a lot

of change and variety in

my life.

B ) I have to have an

orderly and well-planned

life.

16.A ) I know I'm right,

because I have good

reasons.

B ) I know I'm right, even

without good reasons.

17. A ) I spread my work

evenly over the time I

have.

B ) I prefer to do my

work at the last minute.

18.A ) I keep everything in

a particular place.

B ) Where I keep things

depends on what I'm

doing.

19.A ) I have to make

my own plans.

B ) I can follow

anyone's plans.

20.A ) I am a very flexible

and unpredictable

person.

B ) I am a consistent and

stable person.

21.A ) With a new task, I

want to find my own way

of doing it.

B ) With a new task, I

want to be told the best

way to it.

To Score...•Give yourself one point for

each time you answered "A"

for questions: 1, 2, 3, 7, 8, 9,

13, 14, 15, 19, 20, 21.

•Give yourself one point for

each time you answered "B"

for questions: 4 ,5, 6, 10, 11,

12, 16, 17, 18.

Let’s have some fun

• 0 - 8 Please Stand up

• How many books are you currently

reading? If given a book, where do you

begin reading it?

• Do you own or would love to own

a label maker. (does this bother

you?)

• Thumbs up/Thumbs Down for “GTKYG”

?

Let’s have some fun

• 9-13 Please Stand up

• How many books are you currently

reading? If given a book, where do you

begin reading it

• Do you own or would love to own a label

maker. (does this bother you?)

• Thumbs up/Thumbs Down for “GTKYG”

?

Let’s have some fun• 14-21 Please Stand up

• How many books are you currently

reading? If given a book, where do you

begin reading it?

• Do you you own or would love to

own a label maker. (does this

bother you?)

• Thumbs up/Thumbs Down for “GTKYG”

?

• “The big clean up”

Introvert

Extrovert

BE OPEN TO PLENTY OF RAY AND

HENRY MOMENTS…

RAY

HENRY

STEVE’S CONTACT INFO…

GOTURNSTONE.COM

[email protected]

M