A Note from Ruby Read More Special Offer: Back to School Special 20% Off Ruby's Customer Service DVD's + 2 Bonuses Read More Feature Article: "The Handoff" Read More Ruby's Schedule Read More	August 21, 2008 Volume 5, Issue 4 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

Whew ... what a summer it's been! Let's just say lots of good things are happening. I'll start off with apologies for not keeping up with you more. In July I was home a total of 9 days and August looks even less as I train the US Open staff (more on that later) - my husband says it keeps our marriage fresh when I am on the road so much! :) The reunions are great!

I have had the most fun this summer working with the Orlando Magic as they prepare to build their new Orlando Events Center due to open 10/10/10! Catchy huh? Through facilitated sessions and distance consulting, I have been taking all 15 departments through my new "Cycle of Service" process. First we identify the cycles of service for each department. Then we establish standards for each step of the cycles. It has been so rewarding working with this top-notch organization. I am also working with the Town of Parker, CO on the same progression to help enhance their excellent "Home-Town", friendly service. It is fun watching departments learn more about their fellow workers' roles as they work side by side. It is invigorating watching them learn to look through the eyes of the customer to establish new goals and standards to improve customer service. They also get a new perspective on how to work together to serve their customers. So I thought it would be appropriate to revisit a very popular article I shared a few years ago called "The Handoff." Think about your organization and your customers as you read through the steps. Do your customers experience a great handoff? Your fan,

Ruby Newell-Legner, CSP

P.S. Watch for us on TV - The whole RubySpeaks Team will be at the US Open later this month.

"Back to School Savings"
As a former educator and as a professional trainer, Ruby is a big believer in education. In honor of the school year starting, we want to offer you two ways to educate your staff and yourself AND two ways to save. Order Ruby's new Customer Service DVD Training System and we will give you 20% off! PLUS we will add a signed copy of her newest book co-authored with Ken Blanchard and Stephen Covey entitled "Blueprint for Success" AND her first book "Motivational Leaders" at no additional fee. This type of savings and bonus may not be offered together again. Act before September 15th to take advantage of this incredible deal! Read more about the DVD training System here.

In every organization there is a handoff of some kind. It is a time when one employee finishes their responsibilities with the customer and then "hands off" the patron to the next staff member. These specific moments can either paint a positive picture or set the customer up for multiple disappointments. Here are the key steps in a handoff, using the example I used while presenting the Guest Relations Training Program for Heinz Field, home of the Pittsburgh Steelers:

Selling the Ticket
The first step probably involves the purchase of an event ticket. If the ticket agent is positive, friendly, and enthusiastic about their job, not only do they sell the ticket, they offer insight in making seating choices. They ask questions like, "Do you like seats in the middle of the field or do you prefer to be in the shade?" An astute sales person will prepare for the handoff by explaining the best place to park and the best gate to enter based on the seat location. Offering a detailed map of the stadium when the ticket agent hands the customer their ticket is a nice touch. If the ticket seller offers a fan guide to the purchaser, even better!

Parking at the Event
When the sports fan arrives at the game, they enter the parking area with a smile because they already know the best place to park. When the parking attendant greets them with a smile and directs them into the assigned space in a pleasant manner, impressions are on a positive role. If the parking lot attendant notices the guests carrying a large bag of goodies and a big thermos of liquid as they leave their car, it is appropriate for the parking lot attendant to warn the guest of the guidelines for what fans can take into the stadium using a positive demeanor to explain them. Adding "I thought you would want to know before you got all the way up there" can help avoid an ugly confrontation after the fan has walked from the parking lot all the way to the stadium. Once again, the handoff has been positive and promoted a positive experience for the fans and the employees.

Entering the Venue
When the fans reach the gate with a long line, a preventive action can be for security personnel to clarify bottle guidelines with fans before they get up to the gate. This allows a patron time to drink whatever they have in a glass bottle or make decisions on how to dispose of it without feeling the pressure of everyone when they hold up the line at the gate. This also makes the process run smoother for the ticket takers.

Being Seated
Once inside the stadium, ushers can begin positive relationships with those in their section by offering assistance to find their seat. Simple reminders for fans to take their tickets with them if they leave the section will help avoid delays or a possible altercation after a quick dash to the restroom!

Assistance with Concessions
When merchandise vendors know where specialty foods can be purchased and can direct fans to the correct location, refreshment stand workers often return the favor. Food vendors can direct their customers to a specific cart or store selling specific sports paraphernalia. One good turn deserves another.

When this kind of synergy is not in affect, the entire experience becomes a nightmare for the fan. Let's look at the other option for each stage of the handoff. Imagine the decrease in ticket sales with just one encounter like this.

The ticket seller doesn't explain where to park or where to enter the stadium so the fan misses kick off because they were lost. When they finally get to the gate with all their stuff, security tells them they can't bring it in and they have to take it all back to the car. Grrrr. After finally getting to their seats, little Johnny decides he wants Dippin' Dots so dad takes Johnny up to the snack bar. No one on the concourse knows were Dad can buy Dippin' Dots and after settling for regular ice cream, the "ticket police" won't let dad and Johnny back into their section because "Mom" has their tickets.

What are the chances of that family becoming season ticket holders or even coming back to a game? Probably slim!

Whether you are running a special event or managing a recreation facility or simply a business with more than one employee, there is always a handoff from teammate to teammate.

Are your players aware of the importance they all play in this process?

Contact Michele Geissler (303-956-7911 or Michele@RubySpeaks.com) to have Ruby ensure your staff understands the importance of "The Handoff".

© 2008 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.

Aug. 26, 2008	Presenter, US Army Family and Morale, Welfare and Recreation Command, Family Soldier Action Plan Training Symposium Louisville, KY
Aug. 27, 2008	Secret Shopper, US Open Flushing, NY
Sep. 04, 2008	Presenter, Cycle of Service Meeting, Orlando Magic Orlando, FL
Sep. 06, 2008	Presenter, New Frontiers Bank Denver, CO
Sep. 09, 2008	Trainer, Presentation Skills, Orlando Magic Orlando, FL
Sep. 10 - 11, 2008	Trainer, Train the Trainer program, Orlando Magic Orlando, FL
Sep. 14, 2008	Presenter, International Association of Assembly Managers, Arena Management Conference Kansas City, MO
Sep. 17-19, 2008	Presenter, CampExperience, Copper Mountain Resort, CO
Sep. 19, 2008	Presenter, Annual Alumni Training, Sit Means Sit Dog Training Westminster, CO
Sep. 24, 2008	Trainer, Magic University, Orlando Magic Orlando, FL
Sep. 27, 2008	Secret Shopper, Ottawa Senators Hockey / Scotiabank Place Ottawa, Ontario, Canada
Sep. 29, 2008	Trainer, Ottawa Senators Hockey / Scotiabank Place Ottawa, Ontario, Canada

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1700 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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