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ISSUE10OCTOBER2012MARKETING &CUSTOMER SERVICENEWSLETTERCUSTOMERSERVICEFOCUS ON CUSTOMERSA sale is not somethingyou pursue, it issomething that happensto you while you areimmersed inserving your customer.OPEX & OPEX REFRESHERTRAINING DATESOPEX30 Oct0730-1630 AMCCOPEX Refresher31 Oct0800-1130 or 1300-1630 AMCCRemember space is limited to28 per session so please getyour staff registered now. TheRefresher is for front line staff.Anyone who is a rater is toattend the Sustaining theCovenant ManagementWorkshop.TEAM MEMBER ORIENTATIONHeld at Audie Murphy’s CommunityCenterOct 10-12Nov 14-16Dec 12-15TMO is required within the 1st90 days of hire. Contact Ruby O'Dellto sign up your new staff fortraining!Customer Service isn’ta department, it’s anattitude!Customer Retention StrategiesIt cost 5x more to recruit a new customer then to retainone. A tiny change in customer retention can cascadethrough a business system and multiply over time.1. Reducing AttritionMost businesses invest an enormous amount of time,effort and expense building that initial customerrelationship then let that relationship go, even losinginterest as soon as the sale been made, only to have tospend another small fortune to replace that customer.The easiest way to grow your business is not to loseyour customers.2. Sell and then sell againSo many people do an excellent job of making theinitial sale, then drop the ball and get complacent.Selling has actually only just begun when someonemakes that first initial decision. Lock in that sale, and allof the referrals and repeat business that will flow fromit, dispel your customers’ fears, thank them and remindthem again why they’ve made the right decision to dealwith you.3. Frequent CommunicationAvoid losing your customers by building relationshipsand keeping in touch. Build an email list, send followups, a thank you, reminders of upcoming events &specials. People not only respond to this positively,they really appreciate it because they feel valued andimportant. It acknowledges them, keeps theminformed and makes them feel part of your business sothat they want to come back again and again.8. A complaint is a gift96 percent of dissatisfied customers don’t complain,they just walk away, and you’ll never know why. Whilethey may not tell you what’s wrong, they will certainlytell plenty of others. Customers who complain aregiving you a gift, they’re giving you another opportunityto return them to a state of satisfaction and delightthem and the manner in which you respond gives youanother chance to show what you’re made of andcreate even greater customer loyalty.this issueMarketing P.1Customer Service P.1Tool, Tidbits, and Trends P.2The WOW Factor P.2Upcoming Events P.3Web Hits P.3Key Marketing Dates P.3Sponsorship P.4TEAM FMWR P.6Professional Development P.64. Extraordinary Customer ServiceThe never-ending pursuit of excellence to keepcustomers so satisfied that they tell others how wellthey were treated. Key facets include: dedication tocustomer satisfaction by every employee; providingimmediate response; no buck passing; going above andbeyond the call of duty; delivering what you promisebefore AND after the sale/event; an error-free-deliveryprocess and recruiting outstanding people to delivercustomer service. Extraordinary service builds fortunesin repeat customers, whereas poor service will driveyour customers to your competition.6. Courtesy systemImprove interpersonal skills of your team and changethe spirit of your team. Speak to colleagues politely andpleasantly, without sarcasm or parody, and treatingthem at least as well as you would want them to treatyour customers. This will help your team to feelworthwhile and important, which makes for pleasantsocial contacts at work. It also motivates them toprovide extraordinary service, encourages them to beconsistently pleasant in all of their dealings and torelate to customers in a warm, human and naturalmanner. This results in better, warmer, stronger, moretrusting relationships and longer term bonds with yourcustomers.7. Product or service integrityLong-term success and customer retention belongs tothose who do not take ethical shortcuts. There mustalways be total consistency between what you say anddo and what your customers experience. Your productor service must be of the standard your customerswant, need and expect. Service integrity is alsodemonstrated by the way you handle the small things,as well as the large. Customers will be attracted to youif you are open and honest with them, care for them,take a genuine interest in them, don’t let them downand practice what you preach … and they will avoid youif you don’t.1

THE “WOW”FACTOR!Find a signature serviceattribute that is uniquelyyou, then try to creativelyfind ways to WOW yourcustomers with it.SEPTEMBER“WOW” EVENTS!TOOLSOPERATING GUIDANCE &MARKETNG1 October, the FY13 OperatingGuidance will be in effect. For thefirst time, Marketing is mentionedin the Operating Guidance,Chapter 27The following are the paragraphsrelating to Marketing only:e. Program managers will notbudget for marketing services;however, they will receive astatement for marketing supportparticularly printing and advertisingexpenses incurred by the Marketingdepartment.f. Program managers are prohibitedfrom going directly to externalprinting sources without giving thegarrison marketing office the rightof first refusal. Program managersmust coordinate any web-basedprinting services with marketingprior to purchasing.Even though programs will notactually be charged for themarketing services provided, the“statement” will show how muchthe service costs.TIDBITSNETWORKING DAILYThink about the number of peopleyou interact with on a day-to-daybasis, even when you’re doing themost mundane things. I know thatI’ve had long conversations withpeople at the salon, Wal-Mart, andthe commissary. Any of theseinteractions can potentially lead tonew business. You all know aboutsix degrees of separation, the ideathat we are all six steps away fromany other person on Earth, we justneed to meet the right first “step”to start the chain of introductionsthat will lead us to our desiredperson (or customer). Therefore,the more people you meet, thecloser you are to their friends, theirfriends-of-friends, etc. It’s anetworking numbers game and it’sall about quantity.Ask someone you meet what theydo for a living (everyone loves totalk about themselves), they will, inturn, ask you what you do. Fromthere you can treat the interactionas a typical networking event. Giveyour business card, get theirs, andfollow up afterwards. You’ll be easyto remember because you’ve metat an atypical “networking event.”It’s worth a shot – if nothing else,it’s more entertaining than talkingabout the weather.Source: Lillian Osborn, GossettMarketingTRENDSEARNING TRUSTHere’s the new reality consumerswill never again revere brands theway they used to:Only 47% of consumers around theworld say they trust paid media(television, magazine andnewspaper ads), a decline of over20% since 2009.92% of global consumers say theytrust earned media (word-of-mouthand recommendations from friendsand family) above all other forms ofadvertising, an increase of 18%since 2007.Online consumer reviews are thesecond most trusted form ofadvertising with 70% of globalconsumers trusting them, anincrease of 15% in four years.Source: Nielsen, April 2012COMING SOON: An OnlineCustomer Review page for our MWRfacilities! Onwww.fortleonardwoodmwr.com____________________________WIN 59 – Finish the sentence ~ Asale is not something you pursue …Email the answer and be enteredinto a drawing for a 59 minute card!megan.j. odonoghue.naf@mail.milLast month’s winner:Shanon BorekAnswer: People tend to support thatwhich they help to create2

KEY DATESMarketing:Jan Marketing Requestsare due by Nov 1~ 1 New Year’s Day~ 3 Fruitcake Toss Day~ 21 Martin Luther King Day~ 28 Fun @ Work DayFeb Marketing Requestsare due by Dec 1~ 2 Groundhog Day~ 3 Super Bowl XLVII~ 14 Valentines Day~ 18 President’s DayTo capitalize on ourMarketing efforts, MarketingRequests are DUE aMINIMUM of 45 days out!Getting the request at 45days or EARLIER ensuresthat the Marketing Officecan meet all our advertisingdeadlines to maximizeexposure of your event,program or facility.•Requests will be accepted atanytime however you maymiss out on many advertisingavenues.ADVERTISINGUpcoming Events / Spread the Word! ALL MWR Events & Flyers are online click hereFor a link to ALL HALLOWEEN Events click hereOCT 12 & 13 LORA’S 5 th ANNUAL HAUNTED HAYRIDE 7pm – 10pm. Event is FREE and open to the public. TheLake of the Ozarks Recreation Area is located on 789 Olney Circle, Linn Creek, MO. 573-346-5673.OCT 19 B.O.S.S. HAUNTED HOUSE 2350 Louisiana Avenue (located in the warehouse area near the rail roadtracks), times vary - see below. Entrance fee is $5. Open to the public. Parental guidance strongly recommended.596-6912. Dates: Oct 19, 20, 26 & 27 - 6pm-10pm / Oct 31 - 5pm – 9pmOCT 21 ZOMBIE 3D ACHERY AND PAINTBALL SHOOT Outdoor Adventure Center. 10am – 2pm.Zombie Archery Hunt is $5 for youth and $10 for adult. Zombie Paintball Hunt is $10 to play and $20 if you needpaintball gear. Open to the public ages 10 and up. 596-4223.OCT 23 PUMPKIN PAINTING CLASS Arts & Crafts Frame Shop 6pm – 8pm - $7.50 per person. 596-0242.OCT 24 FALL FESTIVAL FUN NIGHT Pippin Youth Center - 6pm – 8pm, ages infants to 5 years. A variety ofactivities including bounce house, face painting, games, a maze and much more. Dress up for a costume contest.Event is FREE and open to the public. 596-0238.OCT 27 PUMPKIN FEST Rec Plex - 640 Constitution Avenue. 11am – 3pm. Family activities, contests and costumeparade. $5/person, $15/Family of four ($3 for each additional Family member) children 3 & under free with a paidadult. Event is open to the public. To sign-up for contests, visit our website at www.fortleonardwoodmwr.com.596-6913.OCT 27 ANNUAL SPOOKTACULAR HALLOWEEN BASH BlackJack Bar & Grill - Bash begins at 8pm. NO covercharge. Event is open to the public, 21 yrs. and older. 329-2455.OCT 28 THE GREAT PUMPKIN SHOOT Outdoor Adventure Center11am – 4pm, $5 per person. 596-4223.OCT 28 NIGHT GOLF Piney Valley Golf Course 5pm.$35 per non-AGFP, meal included. Open to the public. 329-4770.OCT 31 SPOOKTACULAR BOWL-A-FUN Bowling Center.Games are $1 / $2 shoe rentals with costume. Costume contest5pm, winners will be announced at 8pm. 596-1498/329-2477.OCT 31 TRICK OR TREATING 6pm-9pm on Fort Leonard Wood.WEB HITS – SEPTEMBER 2012Check your web sites, patrons are lurking!FORTLEONARDWOODMWR.COMTOTAL HITS: 766,674AVG HITS PER DAY: 25,555AVG PAGES VISITED PER DAY: 461TOTAL PAGES VISITED: 26,771EZINE READERS: 5030MWR SOCIAL MEDIA VISITED FROM MWR WEBFACEBOOK: 15,222 TWITTER: 15,292FLICKR: 15,244 YOUTUBE: 14,934TOP 4 FLYERS DOWNLOADED1. LORA 2. Oktoberfest3. Taste of Arts 4. MWR EzineTOP 10 PAGES REQUESTED1. MWR Home Page2. Outdoor Recreation3. LORA4. Sports & Fitness5. Calendar6. Flyers/Events7. ACS8. ITR9. CYS Services10.Employment• • 3

SPONSORSHIPKEY DATESSponsorship:Be sure to get yourSponsorship requests in asearly as possibleEVENTMONTHREQUESTDEADLINEDec Sep 3, 2012FY13 CASH IN-KIND TOTALJan 2013 Oct 1, 2012Feb Nov 1, 2012Mar Dec 3, 2012April Jan 9, 2013May Feb 1, 2013June Mar 1, 2013July Apr 2, 2013Aug May 1, 2013Sept Jun 1, 2013Oct Jun 29, 2013Nov Aug 1, 2013SPONSORSHIP FINANCIALS AT A GLANCE FY13Reminder: Sponsorship is abenefit to both the sponsorand the program receivingsponsorship. Sponsorship isnot a guarantee – but will besought if all requirements aremet.Shereece SpainSponsorship Manager(573) 596-0147shereece.n.spain@us.army.milNOTE: Amounts reflected inthe chart at the left are notindicative that funds havebeen deposited. If they havebeen deposited and it’s priorto the month of the event,funds are held in GLAC 267.The funds will show on yourincome statement in themonth of your event as“Sponsorship Income,” GLAC553.4

SPONSORSHIP EVENTS & PROGRAM OVERVIEWFY13 PROGRAM CASH IN-KIND TOTALSYNOPSISAs of 1 OCTOBER 2012Ft. Leonard Wood AreaHotelsEvents/ProgramsDiscussed: Advertising –Follow up meeting 10/9/12Contract Status: N/APayment Status: N/ASellers-Sexton and Mid MOCredit UnionEvents/ProgramsDiscussed: October CGScrambleContract Status: PendingPayment Status: PendingRed BullEvents/ProgramsDiscussed: GamingTournamentContract Status: PendingPayment Status: N/ASPONSORSHIP COMPARISON FY 2010-2113Armed Forces BenefitsNetworkEvents/ProgramsDiscussed: Pumpkin FestContract Status: Workingwith BLO to determine ifthis financial institution isreputable.Payment Status: PendingLittle Patriots EmbracedEvents/ProgramsDiscussed: Pumpkin FestContract Status: SignedPayment Status: N/AShereece SpainSponsorship Manager(573) 596-0147shereece.n.spain@us.army.mil5

TEAM FMWRCATCH US AT OUR BESTProfessionalDevelopmentEMPLOYEE HIGHTLIGHTS – MWRRRRR AWARD CEREMONYEmployee Recognition: September 25, FMWRrrrr - fun on the high seas! Pirate Style!Leadership Award - Brenda RikerArts & Crafts Frame Shop Manager - CRDUnsung Hero AwardsDream Team Award - Bowling Center Staff -BODKyong Bourret, Sherry Gilliam, Catina McReynolds,Chad Patterson, Charittee Deloney, Cassie Westfall,Chun Pierpoint, Pamela Rout, and Chana RandallCorlette Stubbins – CYSS Amber Munson – CRD Robert Steinmacher- CRDCONTINUING EDUCATIONCREDITSCourses you have attendedthrough the MG Robert M. JoyceInstallation ManagementAcademy, School for Family andMWR may have continuingeducation unit(s). The Schoolfor FMWR is an authorizedprovider by the InternationalAssociation for ContinuingEducation and Training(IACET). In obtaining thisapproval, the School for FMWRhas demonstrated that itcomplies with the AmericanNational Standards Institute(ANSI)/IACET Standards whichare widely recognized asstandards of “best in class” andthe latest best practices in adultlearning. The IACET CEUsprovide employees withrecognition for their efforts toupdate and/or broaden theirknowledge, skills orabilities. Additionally,employees can develop andachieve long-range educationalgoals through a variety ofoptions. Progress towardseducational goals can bedemonstrated and documentedon your individual developmentplan (IDP).For more information, visitthe IMCOM Academywebsite or the IACET website.Wadeana Porrett – CRDNichole Walter - CYSSCitizenship AwardConnie Obermuller• •6