CUSTOMER SERVICE The purpose of a business is to create a customer who creates customers. OPEX & OPEX REFRESHER TRAINING DATES OPEX 27 NOV 0730-1630 AMCC OPEX Refresher 28 NOV 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 NOV 14-16 DEC 12-15 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! A Time of Reflection and Thanks November brings us, Veteran’s Day, Thanksgiving and Month of the Military Family – three very important things to reflect upon at this time of year. Since the founding of our nation, there have been those who have been willing to take up arms and defend our freedom. From Valley Forge to Gettysburg, from Verdun to Manila, from Pusan to Bosnia to the Global War on Terror, brave men and women, from all walks of life have left the comforts of the familiar, leaving Family and friends, to defend our way of life and the freedoms many take for granted. November is a time to show heartfelt appreciation to all who have served and are currently serving our great country in the military. It is our all volunteer force that serves each day so that we may enjoy the things that we are thankful for. Family, friends, our freedom, it is these things in that our Military fight for. In our military families, we see the best our country has to offer. They demonstrate the virtues that have made America great for more than two centuries and the values that will preserve our greatness for centuries to come. With loved ones serving far from home, military spouses take on the work of two. Their children show courage and resilience as they move from base to base, school to school, home to home. And even through the strain of deployment, military families strengthen the fabric of each community they touch and enrich our national life as shining examples of patriotism. 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 NOVEMBER 2012 11 “We are a customer driven organization. Without our customers, we would cease to exist. They have a choice – help them choose MWR by being diligent about ourselves, our facilities and our customer service!” Mr. K. Wayne Bardell, Director FMWR Fort Leonard Wood 1 We are very lucky in Family & MWR to provide programs and services to those who sacrifice so much so that other can live free. Less than 1% of the U.S. population steps up to serve, and we should be honored to be a part of something that is so much bigger than us. Being a Soldier or a Family member of a Soldier is not an easy job, FMWR has the opportunity to make a difference in the lives of Soldiers and Families through our FMWR programs. So as we head into November, we ask that you take the time to say thank you to the Soldiers and Family members that come through your doors every day. We would also like to take this time to thank our FMWR Team members who continue to support the Army and the Family and MWR mission every day!
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
The purpose of a business is to create a customer who creates customers.
OPEX & OPEX REFRESHER TRAINING DATES
OPEX 27 NOV 0730-1630 AMCC
OPEX Refresher 28 NOV 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
NOV 14-16 DEC 12-15 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!
A Time of Reflection and Thanks November brings us, Veteran’s Day, Thanksgiving and Month of the Military Family – three very important things to reflect upon at this time of year. Since the founding of our nation, there have been those who have been willing to take up arms and defend our freedom. From Valley Forge to Gettysburg, from Verdun to Manila, from Pusan to Bosnia to the Global War on Terror, brave men and women, from all walks of life have left the comforts of the familiar, leaving Family and friends, to defend our way of life and the freedoms many take for granted. November is a time to show heartfelt appreciation to all who have served and are currently serving our great country in the military. It is our all volunteer force that serves each day so that we may enjoy the things that we are thankful for. Family, friends, our freedom, it is these things in that our Military fight for. In our military families, we see the best our country has to offer. They demonstrate the virtues that have made America great for more than two centuries and the values that will preserve our greatness for centuries to come. With loved ones serving far from home, military spouses take on the work of two. Their children show courage and resilience as they move from base to base, school to school, home to home. And even through the strain of deployment, military families strengthen the fabric of each community they touch and enrich our national life as shining examples of patriotism.
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
NOVEMBER
2012
11
“We are a customer driven organization. Without our customers, we would cease to exist. They have a choice – help them choose MWR by being diligent about ourselves, our facilities and our customer
service!”
Mr. K. Wayne Bardell, Director FMWR Fort Leonard Wood 1
We are very lucky in Family & MWR to provide programs and services to those who sacrifice so much so that other can live free. Less than 1% of the U.S. population steps up to serve, and we should be honored to be a part of something that is so much bigger than us. Being a Soldier or a Family member of a Soldier is not an easy job, FMWR has the opportunity to make a difference in the lives of Soldiers and Families through our FMWR programs. So as we head into November, we ask that you take the time to say thank you to the Soldiers and Family members that come through your doors every day. We would also like to take this time to thank our FMWR Team members who continue to support the Army and the Family and MWR mission every day!
TOOLS
CALL FOR WEB INPUT
The IMCOM Marketing web team is seeking articles, topic ideas, photos and program ideas for January, February and March on ArmyMWR.com. They have chosen some themes for those months and would welcome input from any program area wishing to contribute. January: - New Year's Resolutions/New Year, New You - Financial Readiness/Tax Time - Get Fit February: - Valentine's Day/Couples & Relationships - Heart (Mend a Broken Heart/Give Blood/SOS) - Mardi Gras March: - March Madness - March into Literacy - Prep for Spring/Spring Cleaning The content doesn't necessarily have to be an article; it can be anything from jokes to recipes, tips and photos. If you have something coming up that fits with the listed themes, please forward it to Megan O’Donoghue Please provide your input by the following dates: January ideas due by NOV 14 February ideas due by DEC 12 March ideas due by JAN 16
THE “WOW”
FACTOR!
CREATE A WOW ENVIRONMENT
Clean. New looking. Fresh. People equate their environment to the service they are given.
OCTOBER
“WOW” EVENTS!
2
TRENDS
PRESUMERS
In today’s “expectation economy,” consumers want the best, they want it now and first, and they want real, human connection, too. In fact, they demand all that. Thanks to crowdsourcing platforms and new manufacturing technologies that are finally tipping into the mainstream, consumers are increasingly PRESUMERS; able to satisfy those demands through engagement with products and services pre-launch. Whether it's all about the perfect product, or the excitement of being a passionate supporter, PRESUMERS love to get involved with, push, fund, and promote products and services before they are realized. Source: Trendwatching ____________________________
WIN 59 – Finish the sentence ~ I am thankful for … (hint – there is no wrong answer) Email the answer and be entered into a drawing for a 59 minute card! megan.j. [email protected]
Last month’s winner: Emily Nunn Answer: A sale is not something you pursue, it is something that happens to you while you are immersed in serving your customer.
TIDBITS
FMWR PROMOTIONS
MY ARMY LIFE IN PHOTOS Family and MWR is partnering with Shutterfly to promote the My Army Life in Photos Contest. Throughout November patrons can win weekly prizes by submitting their favorite photos for each category. The more photos they enter, the better their chances of winning the grand prize - $1,000 and a professional digital camera set. Visit http://goo.gl/Op2tE for more details. OPERATION RISING STAR The audition season for Operation Rising Star has concluded. Stay tuned when FMWR reveals the season eight Top 12 in November! Check out www.OpRisingStar.com to learn more.
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.
CLASSROOM In this one (1) hour session, the IMCOM Academy, School for Family & MWR will introduce you to virtual learning. Participants will explore the various tools and resources used to virtually deliver learning opportunities. Students will also receive information on the Academy’s five (5) new Virtual Classroom courses and schedule for 2013. Target Audience: NF3 and above Family & MWR Program Managers (or GS equivalent) Please sign up for one of our session today! Log onto and register for “Introduction to the Virtual Classroom” for one of the following dates and times*. Tues, 13 Nov 12 – 9 – 10am Thur, 15 Nov 12 – 4 – 5pm Mon, 19 Nov 12 – 12 – 1pm Wed, 28 Nov 12 – 9 – 10 am *All times are based off of Central Standard Time (CST). Please adjust your clock accordingly . Contact the Academy at (210) 466-1050 or for more information.
TEAM FMWR CATCH US AT OUR BEST
6
October 19, FMWR employees were encouraged to “GO PINK” in support of Breast Cancer Awareness