A Note from Ruby
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Feature Article:
Enhancing Customer Service the GE Way
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Say Goodbye to Boring Training Programs!
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Ruby Recommends
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Dear Colleague, Wow – what a whirlwind 3 weeks it has been. I started out at the beginning of March in Miami for a full week of training at Dolphin Stadium to help them prepare for Super Bowl XLI. We created a great training program for all the Event Staff and their Supervisors. To read more about that training visit Super Bowl Staff Training

From FL – it was off to speak at a conference in PA and then to a video shoot in OH where we taped a live program of “Secrets to Keeping Our Customers Happy!” I can’t wait to share the details of my new Customer Service Training DVD with you. We hope to have it done just in time for summer staff training. Let me know if you have any special requests. If you want to be the first to know when it’s released, click to send a blank email to Ruby's Customer Service DVD Last week I was in IL delivering my first ever Train-The-Trainer program. It was a huge hit and we are already planning a repeat workshop this fall and a graduate level course next spring. :-) Presenting that program really reminded me how easy it is to forget the simple tips and tricks to a great training program. This is a great time of year to brush up on the details that take your training from “Ho-Hum” to “WOW.” So I have created a special 0ffer for you. See below for the details. I'd love to send you a f.r.e.e. copy of my Digital Training Manual E-Book! Wishing you much success, Ruby Newell-Legner, CSP

Enhancing Customer Service the GE Way The first time I heard Six Sigma, I thought it was the name of a fraternity. Then after working with GE for a number of years, I learned that this one tool has built their company to be considered one of the best in the world today. I figured if it works for GE - maybe it can work for the companies I work with. So that started me thinking about how to implement the Six Sigma Strategy for Customer Service and Guest Relation Initiatives. What is Six Sigma? First, what it is not. It is not a secret society, a slogan or a cliché. Six Sigma is a highly disciplined process that helps GE focus on developing and delivering near-perfect products and services. Why "Sigma"? The word is a statistical term that measures how far a given process deviates from perfection. The central idea behind Six Sigma is that if you can measure how many "defects" you have in a process, you can systematically figure out how to eliminate them and get as close to "zero defects" as possible. Although it sounds rather technical, it is really very simple - Pay attention to what isn't working, evaluate why and implement solutions to make that problem go away. Six Sigma has changed the DNA of GE - it is now the way they work - in everything they do and in every product they design. Today's competitive leisure environment leaves no room for error either. We must delight our customers and relentlessly look for new ways to exceed their expectations. This is why Six Sigma Quality can help us improve customer care in our business. To focus on quality delivery we must review the key elements involved: 1) Our Guests - They are the reason our business exists. They expect friendly service, competitive prices, accurate information, clean environments and pleasant transactions. On a daily basis we are competing for our guests' leisure dollar. If we influence their perception in a positive way we create customer loyalty. If they have a bad experience, they vote with their feet and take their discretionary spend-able cash elsewhere. 2) The Process - Most of the time we look at the process from inside our business. We get frustrated by systems and equipment that don't work. When we step into the customers shoes, we gain a new perspective on what guest perception is created by each transaction. We see through new eyes some of the problems that need to be addressed. 3) Our Employees - This is where the water gets muddy. After looking at a very technical model, it would be easy to say that employees are the most unpredictable element of the delivery chain. I disagree. As managers, we sometimes just make the people aspect too hard. When employees have the following elements, they can succeed: a clear vision an invitation to be part of the bigger picture clear expectations and performance standards tools to do their job training to help them do the right thing motivation and recognition for fulfilling the mission See, it isn't a fraternity or rocket science…it is a model that can help us create a better experience for our guests at all levels. In your next staff meeting, use this outline to discuss some of the key concepts of the Six Sigma Strategy: • What attributes of our service is most important to our customers? • What part of the process is causing us to fail at delivering what our customers want? • What service are we capable of delivering? • What perception does the customer have of us? What do they see and feel? • What steps can we take to stabilize our operations so that we can ensure consistent, predictable service delivery to improve what the customer sees and feels? Utilize this approach to help your team develop their sense of what needs to happen to enhance the overall delivery of the service you provide for the guest. That will make them a member of the "We are all in this together" Fraternity! © 2006 RubySpeaks, Inc. You are free to reprint or share this article providing you include Ruby's copyright information, leave it unaltered and include Ruby's contact information on the page.

Say Goodbye to Boring Training Programs! Is it time to design your seasonal staff training? Are you looking for some new ideas that can make it more exciting, fun and have a bigger impact of setting your staff up for success? Look no further. Ruby can help! In her 1 hour recorded teleseminar, Ruby shares what it takes to create a great staff orientation program. It includes great ideas on how to welcome returning staff for a new season. Check out this immediately downloadable recording that comes with it’s own follow along worksheet. Between now and April 5th purchase the one-hour recording of Ruby’s live teleseminar "How to Develop an Effective Employee Training Program" and **we will include Ruby’s Digital Training Manual E-Book" F.r.e.e (a 17 dollar value)!** Visit here to learn more Remember, this 0ffer only lasts for a week so order today! IAAPA Dollars available for training Looking for some funding to help support your training investment? Members of the International Association of Amusement Parks and Attractions are eligible for $1000-$2500 reimbursement from IAAPA after a successful training program. For specific details and guidelines visit http://www.iaapa.org/tod.asp Ruby is on the IAAPA “Respected Trainers” list and qualifies as a trainer for this program. Call our offices at 303-933-9291 today to see how we can work with IAAPA to promote training for your staff. Apr. 5, 2006 Trainer – City and County of Denver, Department of Parks and Recreation Denver, CO Apr. 17, 2006 Trainer - Northern Virginia Regional Park Authority Vienna, VA Apr. 25, 2006 Keynote Presenter – Washington Recreation & Park Association/ Oregon Recreation & Park Association Conference Vancouver, WA Apr. 29, 2006 Presenter - Kansas City Metro Aquatics Council Annual Conference North Kansas City, MO Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1300 programs in nine countries. Ruby offers customized learning programs, targeted to supervisors and front line staff. As an award-winning, international speaker, Ruby works with organizations to build better relationships: from front-line employees to customers, from co-worker to co-worker, and from supervisors to the employees they supervise. She helps participants refine skills that make relationships work. Whether you are building a new team, or looking to rejuvenate your existing staff ... Ruby can help. To check Ruby's availability, call today at 303-933-9291 or send us an e-mail Info@RubySpeaks.com RubySpeaks, Inc. Phone 1-303-933-9291 Fax 1-303-904-2966 9148 W. Vandeventor Dr. Littleton, CO 80128 USA email: Info@RubySpeaks.com © MMVI RubySpeaks, Inc.

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