Shhhh! Ruby's turning 50 and that is good news for you! Read More FR.EE Teleseminar Read More Feature Article: Take a Proactive approach to Customer Loyalty Read More Let us know what you think of our new format! Info@RubySpeaks.com	August 2, 2005 Volume 2, Issue 5 Sign up for this Newsletter or Read Past Issues
'Helping organizations make exceptional customer service a way of life through consulting, training and keynotes.'

I'll be celebrating my 50th birthday Sept. 12 - can you believe it? In celebration of the big Five-O I thought I would do something fun for all my readers! So here is the deal:

How about 49% off my regular prices while I am still 49? That's right…almost ˝ off. That includes any current products I have for sale on the web or any speaking engagements held before Sept. 12th.

I know there are limited dates so call us today to get your group scheduled at this never before offered training rate. Better yet, call up your buddies in other departments and say, Let's split the cost. We can't pass up this great opportunity to get our staff trained for the fall!'

To get a discount on any of my products you must click here first. Discount will be applied at checkout.

To schedule your training before Sept. 12 call us at 303-933-9291 or send us an e-mail Ruby@RubySpeaks.com

Ruby's Survival Guide for Managers
We have had such a good time with the Teleseminar Series 'Ruby's Survival Guide for Managers' that started in March. With such a great response, I will be offering a new series starting in August.

To order the recordings and handouts of all 8 sessions - click here (The 49% off applies to this too if you use this link.)

Watch for more information soon about the new series!

FR.EE Teleseminar! Join Ruby on August 9 for a Fr.ee Teleseminar - Understanding Our Customers - Space is Limited! - Sign up today!

Take a Proactive approach to Customer Loyalty

Poor Customer Service is a gift you give your competitor. If the service stinks, customers just go spend their leisure money elsewhere. In this business we need to remember how important it is to think ahead of the game and take steps to avoid negative guest service encounters for both internal and external customers.

In a recent flight back from doing training for the Qwest Center in Omaha, my flight was delayed over 4 hours. Some of the passengers on the flight were outraged because they were not going to be able to make their connections in Denver. Luckily I was just returning home to Denver and not continuing on to another speaking engagement. Yes the delay was inconvenient but weather had caused the delay and it truly was beyond the control of the airlines. Here were the proactive steps that United Airlines took to keep me a satisfied customer:

Sharing the Vision
United Airlines helped new employees understand the importance of their role in creating customer loyalty. That was clear by watching the way the customer service representatives patiently attended to all our questions and concerns.

Trained Staff
They offered training that prepared staff to handle specific circumstances and to use good judgment when unique situations arose. They made announcements immediately upon finding out about the delay. They explained all the details that they had about the situation and itemized which details they would keep us posted on once they were informed. They offered insight on steps passengers could take to make alternative arrangements.

Encouraged Teamwork - Behind the scenes
They helped members of every department understand the importance of teamwork and how working together would meet the ultimate goal of meeting the needs of the customers. Flight attendants requested information from the ground crew prior to landing so they could inform the passengers of details of their awaiting flights. Baggage handlers wee eagerly awaiting our arrival so they could get baggage to their connecting flights.

Planned Proactive Steps
Before we finally landed, an announcement offered specific gates for those who might be able to make their connections. The flight attendant requested that those individuals who had a chance to make their next flight be let off the plane first and requested assistance from those of us who had Denver as our final destination.

To ward off complaints
A few days later, I received a personalized note from United Airlines apologizing for the delay I had experienced. They assured me that the encounter was 'not a true reflection of our commitment to high-quality standards.' They apologized for my inconvenience and assured me that they are continually working to refine their products and services so that they can provide me with a more enjoyable travel experience. Then they thanked me for my business and told me that they look forward to another opportunity to serve me again.

Because all these steps were in place, it kept me from writing a letter of complaint. They could have easily said, 'We can't control Mother Nature.' But instead they understood how delayed travel inconveniences everyone and took steps to make the situation better. They knew that their reputation was bigger than one incident.

Here are the questions I have for you and your business;

Does your staff know what your true mission is? Do you have a clear mission?

Does your staff training program include a thorough new hire orientation program to help everyone understand the importance of their role?

Do your customer service skill development sessions include specific scenarios so that staff has a chance to practice handling situations that will arise?

Do you have specific guidelines, procedures and wording of what to say in specific situations for each role?

Is there something you can do proactively when you feel customers might file a complaint or voice a concern?

If you answered no to any of the questions above, what steps are you going to take to improve the situation?

Don't let poor service send your customers to your competitors. We are all competing for their leisure dollar and those who provide a positive experience for our guests will create customer loyalty.

Learn more about how to create a legendary guest experience at http://www.rubyspeaks.com/guestrelationstraining.asp

August 9, 2005 FREE Teleseminar - Understanding Our Customers
Sign Up Today!
RubySpeaks World Headquarters, Littleton, CO

August 11, 2005 Keynote Presenter - National Aerospace FOD Prevention, Inc.
Denver, CO

August 23, 2005 Trainer - Laramie Parks & Recreation
Laramie, WY

August 25, 2005 Trainer - National Western Stock Show
Denver, CO

August 28-Sept. 4, 2005 Ruby & Rich on an Alaskan Cruise for her 50th birthday!
Inside Passage, AK

Sept. 6, 2005 Trainer - Westgate Regional Recreation Society
Calgary, Alberta, Canada

Sept. 12, 2005 Ruby turns the big 5-0!!!

Sept. 15, 2005 Presenter - American Zoo and Aquarium Association Conference
Chicago, IL

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

Ruby Newell-Legner, CSP

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