 www.rubyspeaks.cominfo@rubyspeaks.com
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A Note from Ruby
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Ruby's Webinar (June 3):
"Enhancing the Fan Experience:
Making Your Tickets Worth More
than the Price of Admission"
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Feature Article:
"Creating an Engaged Culture"
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Special Offer:
Book June-August training
by June 1 and get a free half
day added on at no charge!
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Ruby Recommends
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"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."
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Ruby and the Dreamland Aqua Park Staff
As you read this I will be flying back from Dubai, United Arab Emirates.
Every trip to the Middle East has expanded my creativity and reinforced the importance of
customer service in creating the perfect "leisure experience." While in Dubai I trained
the staff at Dreamland Aqua Park and helped them learn the nuances of serving the residents
of their surrounding area. Their water park visitors have high expectations and are
sometimes very demanding. I was delighted to see how engaged the participants were
in my sessions as they studied body language, proper verbal responses and learned ways
to anticipate their guests' needs.
My next stop will be Los Angeles County Parks and Recreation where although worlds apart,
they too strive everyday to create a positive environment for their patrons!
Here's wishing you all a great summer ahead!
Your fan,
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Ruby Newell-Legner, CSP
"Creating an Engaged Culture"
By Ruby Newell-Legner
In an interview with Glenn Davidson, a previous leader in Jumeirah Group, a hospitality leader in Dubai,
United Arab Emirates, Glenn told me that he realized that "I can have a more positive effect on the
guest experience by impacting the colleague experience." At Jumeirah, all employees are referred to
as colleagues to promote the "everyone in this organization is just as important as the next" mentality.
Any time spent at a Jumeirah property – including the Burj Al Arab, frequently referred to as the only
7-star hotel in the world - will warrant an appreciation for this concept. Their "service mentality"
shines in every interaction with every guest.
While providing training for Jumeirah since 2005, I have come to appreciate their legendary service
and how they achieve that rating from the media. On my third trip back from Dubai, I reflected on what
Jumeirah has that makes them so special. I added my experience of working with other leaders in the
hospitality business and came up with 7 strategies that work together to create legendary service and
guide leaders to take their organization to the next level:
As you read each of these strategies, evaluate your own organization on how you measure up:
- Customer service is identified, embraced and promoted throughout the organization's mission,
vision and values statements.
- The organization's talent management practices instill positive customer service through all their
dealings with job candidates, new hires and current employees.
- Time and effort is taken to understand the nature of the organization's customers.
- Each employee understands the Cycle of ServiceTM * for their department and what role they play in each step along the way.
- Standards of service are documented for each step of the Cycle of ServiceTM.
- The relationship between departments promotes a "we are all in this together" approach to serving each customer.
- A frequent customer program promotes customer loyalty and retention.
*Ruby's Cycles of ServiceTM Process creates a new lens for each employee to look through.
Through a series of strategic activities in a staff development workshop, Ruby helps each person in your organization view
the customer through new eyes. Email Kaye (Kaye@RubySpeaks.com) today to schedule
your "Cycles of Service" training session with Ruby.
© 2009 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.
Summer is getting hot and our best deal just got hotter!
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Book your June-August training by June 1 and get a free half day added on at no charge!
That's right ... Book Ruby for any date during June, July or August and she'll spend an extra
half day on her dime! That's an offer worth $5000! She can provide consulting,
facilitating or an additional training session - yours to choose from!
Contact Kaye at Kaye@RubySpeaks.com now to
take advantage of this great offer!
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GuestAssist
GuestAssist enables an instant, two-way text conversation between
your guests and your facility's Command and Control Center.
May 13, 2009 |
County of Los Angeles Parks and Recreation Department
Arcadia, CA
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May 15, 2009 |
Presenter, Urban County Leadership Conference
South Padre Island, TX
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May 28, 2009 |
Webinar Presenter - IFX presents FREE webinar for Franchise Owners - Seven Star Customer Service
Online Webinar
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May 28, 2009 |
Speaker - Denver Women's Franchise Event
Denver, CO
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Jun. 03, 2009 |
Webinar with Ruby, 11 am MDT - Enhancing the Fan Experience: Making Your Tickets Worth More than the Price of Admission,
Online - Register Here
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Jun. 04, 2009 |
Presenter, Colorado Rural Electric Association, Office Excellence Conference
Westminster, CO
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Jun. 10, 2009 |
Trainer, Rock Island Arsenal MWR
Rock Island, IL
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Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1800 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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