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. odonoghue.naf@mail.mil

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.

FORTLEONARDWOODMWR.COM

TOTAL HITS: 876,623

AVG HITS PER DAY: 28,278

AVG PAGES VISITED PER DAY: 472

TOTAL PAGES VISITED: 27,027

EZINE READERS: 6503

Check your web sites, patrons are lurking!

TOP 10 PAGES REQUESTED

1. MWR Home Page

2. Outdoor Recreation

3. Halloween Page

4. Sports & Fitness

5. LORA

6. Calendar

7. ACS

8. Flyers/Events

9. ITR

10.CYS Services

MWR SOCIAL MEDIA VISITED FROM MWR WEB

FACEBOOK: 16,324 TWITTER: 16,552

FLICKR: 16,378 YOUTUBE: 17,828

WEB HITS – OCTOBER 2012

3

KEY DATES

Marketing:

Feb Marketing Requests

are due by Dec 1

~ 2 Groundhog Day

~ 3 Super Bowl XLVII

~ 14 Valentines Day

~ 18 President’s Day

Mar Marketing Requests

are due by Jan 1

~ 2 – Dr Seuss Birthday

~ 14 – Pi Day (3.14…..)

~ 17 - St Patrick’s Day

~ 31 - Easter

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 4 FLYERS DOWNLOADED

1. MWR Ezine 2. Call of Duty Tourney

3. Calendar 4. Year Sale

Upcoming Events / Spread the Word! ALL MWR Events & Flyers are online click here

NOVEMBER IS MONTH OF THE MILITARY FAMILY & FAMILY & MWR WOULD LIKE TO SAY THANK

YOU TO OUR FAMILIES WITH SPECIALS AND DISCOUNTS THROUGHOUT THE MONTH. SEE BELOW!

ARTS & CRAFTS FRAME SHOP Usage is FREE for self help card holders.

AUTO CRAFT SHOP FREE tire rotation with a purchase of an oil change, patrons must

provide oil.

BLACKJACK BAR & GRILL 10% off lunch every Friday in November

DAUGHERTY BOWLING CENTER Family X-treme, every Thursday from 7:00 pm-9:00 pm.

Cost is $25 per lane for 2 hours of bowling OR $40 per lane 2 hours of bowling , 1 large 1

topping pizza and 4 soft drinks. Both specials for up to 6 family members per lane.

DAVIDSON FITNESS CENTER 50% off daily Pool admissions

Recreational Swim Hours: Weekday: 4:45-8pm / Weekend: 8am-4pm

LAKE OF THE OZARKS RECREATION AREA Rent a cabin ONE night and receive one

FREE night. Limit one FREE night, does NOT include weekends and holidays.

OUTDOOR ADVENTURE CENTER $5 off paintball fee

and 10% off rentals.

PINEY VALLEY GOLF COURSE Family golf special,

$35 for family up to 4 members, includes 2 carts.

Every Sunday & Monday from 12:00 pm – dusk.

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 FY13

EVENT MONTH

REQUEST DEADLINE

Dec Sep 3, 2012

Jan 2013 Oct 1, 2012

Feb Nov 1, 2012

Mar Dec 3, 2012

April Jan 9, 2013

May Feb 1, 2013

June Mar 1, 2013

July Apr 2, 2013

Aug May 1, 2013

Sept Jun 1, 2013

Oct Jun 29, 2013

Nov Aug 1, 2013

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

FY13 CASH IN-KIND TOTAL

SPONSORSHIP

HOW TO MAINTAIN A SUCCESSFUL PARTNERSHIP

Be creative in what your

facility or event can offer a

sponsor, which may

increase the possibility of a

“yes”.

Booths & banners alone

are not “hot sellers”. Golf

offers sponsors a 4 person

team at the CG Scramble

this get them involved with

their target audience for

that event. Think outside

the box for what you can

offer a sponsor . Maybe it

is to be a part of awards

presentation or oversight of

an activity, anything that

gets them involved.

When sponsors are

participating onsite, it’s our

responsibility to take care

of them before, during and

after.

They should have “prime”

locations at the venue.

After all, they are paying to

be there.

Remember to say THANK

YOU on behalf of your

activity as often as

possible!

Shereece Spain

Sponsorship Manager

(573) 596-0147

shereece.n.spain@us.army.mil

5

SPONSORSHIP EVENTS & PROGRAM OVERVIEW

FY13 PROGRAM CASH IN-KIND TOTAL

SPONSORSHIP COMPARISON FY 2010-2113

EMPLOYEE HIGHTLIGHTS – MWR GOES PINK

Professional

Development

INTRODUCTION TO THE

IMCOM VIRTUAL

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

Showing Support Pippin Youth Center

Marketing/Sponsorship The Bray’s

DFC / Installation Wide Events SSD Maintenance

BOD @ Blackjack ITR / Arts & Crafts