A Note from Ruby
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Feature Article:
Would you work for you?
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Ruby and IAAPA team up to Offer Workbook, DVD And Web-Cast On Guest Relations
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Will you be drinking Lemonade or Pepto-Bismol this summer?

Spring is in the air and that can only mean one thing…summer is around the corner. Some of you are up to your ears in hiring and training staff for the summer season. To make that process easier, we have lots of resources in this edition of our ezine.

Looking to train your supervisors and managers? Check out my new MP3’s to set them up for success. These files can be easily loaded on your computer for listening in your office, or load them on your iPOD or MP3 player and learn on the go! http://www.rubyspeaks.com/products/products.asp#audiorec

Need help setting up your Guest Relations Guidelines? Check out this new webinar sponsored by IAAPA. (link)

We re-priced some of our training tools so check out http://www.rubyspeaks.com/products/products.asp

Remember – all the effort you put into setting your staff up for a great season will pay off time and time again. Be proactive and plan on enjoying that lemonade!

Please let us know how we can help!

Cheers, Ruby,


Ruby Newell-Legner, CSP

Would you work for you?

Robert had a picture of a pack of huskies leading a dog sled on his bulletin board. The caption read, "Unless you are the lead dog, the view never changes." He had been my number one assistant for over a year when I came home from a conference to find his staff shirts, keys and security cards on my desk with his resignation.

It basically said he was tired of doing all the work and not getting any of the credit. He told a story about how he had spent months working on a research project for our executive director only to sit in the audience of a board meeting and watch our leader take credit for all the findings. I know I had contributed to his frustration as well.

I remember how before I left for that conference, we had reviewed all he had to do while I was gone. He seemed fine with it all until I sat and read his letter of resignation and then I realized how I had been dumping on him for quite some time.

I didn't mean to, he was just so good at his job. He would take on projects and complete them on time and with great eagerness. His assignments usually involved work on the computer which I was just learning to use and he had just finished school so he had lots of experience creating the most professional looking spreadsheets.

It was before we had sophisticated software that would show profits and losses so at budget time I would ask him to run comparison worksheets. I always thought he loved those projects but I didn't realize how over the years he just felt taken advantage of.

In looking back this is what I learned:

1) Thank staff for the work that they do. No matter how many times you think you say thank you, you need to say it more. People who work hard need recognition for what they do. In frequent programs I ask" How many of you feel too motivated on your job?" I have never had anyone raise their hand.

2) Communicate in a professional manner. After a conversation with a staff member, reflect back on the circumstances. Did your words maintain respect for the employee as a human being? Was the tone considerate? Was the timing of the conversation appropriate? Was it in the right setting? Did you take the employee aside so their peers did not overhear the discussion?

3) Acknowledge Performance. When someone works hard on a project and you steal their credit it demoralizes their ambition. It would have been so easy for our Ex. Dir. to have Robert stand up in the meeting and acknowledge all the work that Robert had done on the project. But it was easier and more glorifying for our leader to just take the credit for himself. In the long run it cost us a very good man.

4) Get them the tools they need to perform. Supervisors need to make sure employees have all the tools to do their job; it should be our goal to make it easier for others to complete tasks in the most efficient manner. Remove barriers by working to obtain needed resources. Consistently identify the needs of all those around us and then take steps to fulfill those needs.

5) Ask for their input. Actively request their ideas and work together to solve problems rather than focusing on our power and status to make all the decisions. We build a team when we invite everyone on staff to contribute to the solutions to challenges. Honor their contribution, resourcefulness and creativity.

6) Inquire about long-term career aspirations. It is important to frequently check in with our staff and see how they feel about the work they do. Ask them about their goals and identify steps you can take to help support their ambitions. Create opportunities for them to take on new responsibilities that nurture growth opportunities.

7) Take ownership for your mistakes. No one is perfect. The sooner you fess up and acknowledge that it was your fault the sooner you can move on and build a better relationship with the people involved.

I'm sorry Robert. I have learned a lot since our time together and realize now what a frustrating work environment I created for you. I should have paid attention to that picture on your bulletin board and realized that I was the view you were looking at.

If at any time while reading this article you felt a twinge of desire to send it to a current boss or someone you worked for in the past, remember how strongly you feel. As employees we have all felt slighted in our job at one time or another. We need to remember those moments to make us avoid creating those situations with the employees we supervise. What we say, how we say it, when we say it all have a lasting impact on staff morale.

My questions for you today are: Would you work for you? How does reporting to you feel? Do you show interest and concern for the employees who report to you? Does the work environment that you create, inspire employees to eagerly come to work everyday or dread every moment on the clock…or maybe somewhere in between. And most importantly, What can you do to make it better for the employees who report to you and make you look good?

To receive your f.r.e.e copy of "How Well Do You and Your Boss Communicate", please contact our office at 303-933-9291 or email us at info@rubyspeaks.com

© 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.

Ruby and IAAPA team up to Offer Workbook, DVD And Web-Cast On Guest Relations

Visit Here to Register

Title: 5 Easy Steps to Get Your Employees to Deliver the Best Guest Service Experience Ever Date: May 9, 2006
Time: 1:00pm EDT
Duration 1-hour
Cost: US$89.00 (includes free DVD and Digital Workbook - a total value of $137)

Are you getting ready for a "hot" summer season? Then you won't want to miss this great learning opportunity from the International Association of Amusement Parks and Attractions (IAAPA).

From the front-gate ticket-taker to "back-of-house" garbage dumper, how your staff performs is critical to your amusement facility's success. If you are planning to deliver the best experience for your guests this summer, then you can't afford to miss this seminar on guest care, guest management and guest service. Renowned speaker and trainer, Ruby Newell-Legner, will lead an interactive web-cast on "5 Easy Steps to Get Your Employees to Deliver the Best Guest Service Experience Ever."

During this web-cast you will learn to:
• Set and monitor specific guest relations standards
• Lead your employees with the right attitude
• Build a learning environment that supports your guest service expectations
• Make learning and training fun
• Recognize and reward good service wherever it occurs

Ruby has taught guest relations and management training for amusement and leisure facilities all over the world including Holiday World and Splashin' Safari, Wild Wadi Water Park, Indiana Beach and the Pittsburgh Steelers Guest Relations Team at Heinz Field. Because of her expertise in customer service she has been selected to train the event staff for the 2007 Super Bowl in Miami, FL.

In addition to the web cast, participants will receive:
• A free copy of Ruby's Digital Training Manual: How to Develop an Effective Employee Training Program (US$17.00 value)
• A Free copy of IAAPA's DVD First Steps: Guests Relations (US$120 value)

Join Ruby and amusement facility managers from around the globe as she explores the 5 Easy Steps to Get Your Employees to Deliver the Best Guest Service Experience Ever. Use the web cast's on-line "chat feature" to ask and answer questions off Ruby and the rest of the class.


Visit Here to Register

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

May 2, 2006
Presenter - The Biennial Conference for Women
Champaign-Urbana, IL

May 9, 2006
Webinar with IAAPA, “5 Easy Steps to Get Your Employees to Deliver the Best Guest Service Experience Ever”
To register visit http://www.cpe360.com/iaapa/catalog.asp

May 11, 2006
Trainer - Morale, Welfare and Recreation Program
Kings Bay, GA

May 18, 2006
Keynote and Breakout Presenter - Hawaii Parks and Recreation Association Annual Conference
Waikoloa, HI

May 20, 2006
Trainer - E Center/Centennial Management Group
Salt Lake City, UT

May 23, 2006 Northwest Parks & Recreation Association Regional Camp Staff Training
Rochester, MI

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1400 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

Copyright © 2003-2006 Ruby Newell-Legner, CSP All rights reserved.