A Note from Ruby Read More Help Save Ruby's Marriage Read More Webinars with Ruby Read More Feature Article: "How to Get What you Want" Read More Poll Question Tell Ruby what you want to Learn Read More Ruby Recommends Watch a FR.EE Webinar on Ruby's web site Read More Ruby's Schedule Read More	April 24, 2007 Volume 4, Issue 2 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

Most of my upcoming engagements are in the Denver area so I am enjoying some time at home with Rich, MoMD (Man of My Dreams). In a few weeks he will no doubt be asking - "When do you go back on the road?" He says we have been happily married for almost 20 years because I am gone all the time! That's good, because at the end of May I head back to Dubai, UAE for two weeks. I have been chosen to speak at the Global Speakers Summit for the International Federation For Professional Speakers.

I feel very honored and how could I pass up a chance to go visit one of my favorite cities? Although I speak June 2-5, I will be staying until June 12 so if anyone in Dubai wants some training while I am there, just shoot me an email. Your fan,

Help Save Ruby's Marriage
Help save Ruby's marriage and get her out of Rich's hair at least once in May!


Since Ruby doesn't leave for Dubai until May 31, she still has some open dates for May. This is perfect time to begin your seasonal training. Either schedule her to cover customer service techniques with your staff or have her come help prepare your supervisors and managers for a great season. Call 303-933-9291 today for 1/2 off our regular rates for May.

Webinars by Ruby

Mark your calendars for May 8. I am working diligently on taking my online learning services to the next level. Many of you have listened to my teleseminars. I have tentatively set aside May 8 as the magic day for my first fr.ee webinar. You will be able to watch my PowerPoint presentation via the Internet and hear me at the same time on the phone. I will let you know as soon as we finalize the details. It will be a first come first serve basis with limited space so make sure you have info@RubySpeaks.com and Ruby@RubySpeaks.com on your white list so you can receive the notification.

I disagree with that famous Rolling Stones Song Lyric. I think you CAN get what you want but you have to know what you want to get it. Then you have to tell those around you to make sure they know what you want if you expect them to be part of the dream.

All too often I work with people who haven't really decided what they want and they spend most of their time looking at the negative and can only see what they DON'T want.

Try this exercise.
Write down 3 key concepts that describe exactly what you are looking for.

• As a general manager it might be a revenue producing, safe and fully booked venue.
• As a parks and recreation leader it might be fulfilling a community need, helping people enjoy leisure and creating a positive work environment for your staff.
• As an aquatics manager or amusement park supervisor it might be a safe, fun and clean environment.
• As a coach it might be trust, hard work, and dedication.
• As a ref it might be sportsmanship, fair play and friendly competition.
• A stadium manager might say staff that is, customer friendly, team-oriented and attentive.

Then ask yourself, "What have I done today to make sure the people who can make that all happen know my expectations?"

As a recreation facility manager for over 20 years, the characteristics I looked for in the staff I worked with were customer service, teamwork and initiative. Here are some thoughts on how you can Set Yourself and Your Staff up for Success based on your criteria.

1. Identify 3 specific areas of expectation you have for your staff. They can be general areas of professionalism and should embody what you feel is the most important aspect of their job. For me as a facility manager, it was Customer Service, Teamwork, and Initiative.
2. Use those areas of expectation to format your interview questions. Design your dialogue with each candidate to make sure you include scenarios and questions around that criterion. If that is what you are looking for, you better screen potential staff member to see if they can deliver performance in those areas.
3. Let the employee know why they were selected. The phone call might sound like this, "Hi Mary, you were selected for this position because you demonstrated Customer Service, Teamwork and Initiative. Those are the most important elements required of our employees so I am delighted to offer you a position."
4. Reinforce your specific criteria throughout the training.
• Right at the beginning of the new employee orientation; bring out a stack of applications and say, "You were chosen over all these applicants because you showed us during your interview that you radiate Customer Service, Teamwork and Initiative."
• Use your criteria as a framework of the specifics that you want to train them on.
• Let them know that they will be evaluated on those specific characteristics and make sure they know what each criteria looks like. I recommend showing them specific examples of good and bad behavior so they know what to do and what not to do.
5. Check for understanding. Ask each new employee at the end of the new employee training session to reiterate to you what they think is the most important expectation of their job. If they haven't mentioned your 3 criteria, you haven't done your job of making that crystal clear.
6. Follow up their initial training by reinforcing specific behavior in those areas once you observe it. You can do this on a one-on-one basis or create a reward and recognition program to acknowledge positive actions.
7. Use your training outline as an evaluation tool. If you listed it on the training form, make sure you are measuring their performance in those areas.

By using these simple steps in reinforcing your expectations, you begin to instill in your employees the "Bigger Picture of the Job."

I encourage each of you to do some deep soul searching on your specific criteria. You will find the effort placed on that framework will help you have a successful season. Your staff will appreciate the clarification too!

And as the song ends… "You just might find you GET what you NEED."

© 2007 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 teamed up for a webinar and you can check it out for fr.ee at your convenience. Title: 5 Easy Steps to Get Your Employees to Deliver the Best Guest Service Experience Ever Duration 1-hour (and you can start and stop the recording along the way if you need to) Just visit either of Ruby's web sites www.RubySpeaks.com or www.GuestRelationsTraining.com and click on the bright yellow star! Enjoy!

April 25, 2007	Trainer, American Camp Association / Rocky Mountain Section Denver, CO
May 2, 2007	Trainer, American Water Works Association Denver, CO
May 15, 2007	Trainer, South Suburban Parks and Recreation District Littleton, CO
May 20, 2007	Trainer, City and County of Broomfield Recreation Services Department Broomfield, CO
May 22, 2007	Trainer, Daytona Beach Community College Daytona Beach, FL
June 2-5, 2007	2007 Presenter, Global Speakers Summit for the International Federation For Professional Speakers, Dubai, United Arab Emirates Scottsdale, AZ
June 14, 2007	Trainer, Langley Air Force Base, Family Member Programs Langley, VA
June 16, 2007	Presenter, US Indoor Soccer Association Facility Operators Conference and Trade Show Denver, CO
June 21, 2007	Trainer/Presenter Sky Ridge Medical Center, Mystery Shopping and Directors Retreat Lone Tree, CO
June 23-27, 2007	2007 Presenter - Association of Luxury Suite Directors, 17th Annual Conference and Trade Show Scottsdale, AZ

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1600 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 e-mail Info@RubySpeaks.com

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