A Note from Ruby Read More Special Offer: "BYOT: Build Your Own Training Package" Read More Feature Article: "The Coach Approach: Great managers set clear goals and help employees achieve them" Read More Ruby Recommends Read More	November 24, 2009 Volume 6, Issue 6 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

It has been a whirlwind this fall with lots of travel… I am in the midst of 22 flights in 6 weeks…and loving every minute of it! Last week was a bit crazy! Monday I toured Zappos.com World Headquarters in Las Vegas. (Watch for upcoming articles about my full day of interviews with them to learn more about their Blue-Ribbon Customer Service).

Tuesday I flew to New York City to present a session on "Fan Violence" for all the Major League Baseball Stadium Executives at their annual MLB Operations Meeting! Thursday I headed to Houston to present a keynote and breakout sessions for the KOA Convention - filled with 500 franchisees who welcomed me with outstanding hospitality! In all three cases, I was once again reminded of what hard working, dedicated, talented people I meet in my travels. Later this week I am off to Oakland to work with the Golden State Warriors at Oracle Arena. Then back to Orlando to present at Athletic Business Conference and work with the Orlando Magic. Then off to the west coast to speak at the IFX Franchise Conference in San Diego, then straight to Boston to work with the Massachusetts Convention Center Authority. Loving those frequent flyer miles! I will round out my travels in mid-December with a coaching session with my speech coach in Gainesville, FL. As we celebrate Thanksgiving here in the USA this week, I want to tell you all how grateful I am to have you in my life! Your fan, Ruby Newell-Legner, CSP

"BYOT" "Build Your Own Training Package" - First time ever offered by RubySpeaks! 1. Schedule a training session presented by Ruby for anytime between now and February 28, 2010 and get 35% off Ruby's standard rates. Contract must be signed and returned to our office by December 31, 2009. Bonus to Reinforce Training... Pick 1 of the 2 Bonuses Below to Provide Incredible Post-Session Reinforcement For Greater Customer Service 2. 50% discount on Ruby's Customer Service DVD Training System "Secrets to Keeping Your Customers Happy!" (savings valued at $1000) Read more 3. 1 hour follow up phone consultation with Ruby (valued at $500) As An Added Bonus: 4. Receive 5 copies of "Blueprint for Success" for your leadership team -- Ruby's latest book co-authored with Stephen R. Covey and Ken Blanchard. (up to 5 copies worth $19.95 each) Read more To Build Your Own Training Package contact Kayeat 208-376-0433 or Kaye@RubySpeaks.com.

Lisa had earned her degree and all her certifications. Delighted to work in her chosen field, she was hired to be in charge of the recreation center when her manager wasn't on the premises. She was a brand new, educated professional - but it soon became clear Lisa wasn't doing her job well. Put yourself in her manager's shoes: You've compiled a list of all the things Lisa had done wrong. You could use her 90-day review to dump the list on her, but this wouldn't be the most constructive solution for either of you. A better approach, certainly, would be to redirect her actions without dampening her enthusiasm - to act as a coach rather than a hard-nosed, authoritarian boss.

I was the manager facing this dilemma, and found that the "coach" approach worked well. Over breakfast, Lisa and I had an open conversation about her future success in her job. By following a checklist of skills she needed to develop, spelling out examples of problems that occurred, and discussing how she could solve them proactively, we came to a better understanding. For example, it was important for Lisa to improve her ability to meet patrons' needs. In action, this means that two weeks before the tae-kwon do tournament, she would have to post a sign explaining that basketball would be canceled that day, thus helping people avoid disappointment by unknowingly showing up to shoot hoops on the day of the tournament.

At our meeting, Lisa began to see what skills she needed to be successful and started embracing the lessons we discussed. She has not only learned them; she has adopted a winning attitude that led to several promotions- including one, just a few years later, to facility manager.

Most important, though, Lisa came away from her 90-day review knowing her manager wanted to help her succeed. I came away feeling like a coach whose protégé had just won an important race.

Too many so-called leaders and managers fail to energize their people and encourage them to build the careers of their dreams. If you ask those you manage what they want from you, their answers are simple - but not always easy to deliver. In the words of Dr. Lloyd Lewan, chairman of Lewan & Associates (the largest provider of office technology in Colorado), they want you to "turn me on, keep me focused, and treat me right."

Managers and leaders who overlook these requirements fail in part because they don't make it clear what they expect and haven't helped their employees develop an attitude of professionalism that will serve them well throughout their careers.

Do you make time to tell those valuable people you manage what their goals should be? Do you ask for their input, their ideas, their feedback?

If you behave like a 90-mile-an-hour tornado all day long, when do your staff members talk with you? How will you ever create an open environment? When would you build relationships with someone new to your group?

Start simply. Decide what one thing you can do today to clarify expectations for each person you manage, and put each expectation in writing. Then look at the mission statement for your whole organization and for your group. Do your department's activities line up with each of the stated purposes?

To get clear on what's expected, outline specific tasks and behaviors, then inform your employees they will be evaluated on those tasks and behaviors. Tell them your organization's precise expectations and why they should adhere to them. Doing this sets your employees up for success rather than failure.

Coaching your employees, leading them towards professionalism, all starts with your own professionalism. Are you setting a shining example for your employees? Keep the following 15 reminders in front of you at all times:

1. Set priorities daily. What activities will you do today that will have the greatest benefits?
2. When someone confides in you, keep it between you and that person. Confidentiality builds trust.
3. Give employees opportunities to develop new skills that can replace bad habits. Be developmental, not punitive.
4. Moaners and complainers don't make powerful role models. Show support for others in your organization. Be a positive role model as a team player.
5. Things can still get done when others do not do it your way. Be flexible.
6. Allow people to fail gracefully and learn from their mistakes. When those you supervise fail while performing a task ask, "What did you learn?" and encourage a discussion. The dialog can be a great learning opportunity instead of a lecture.
7. The faster you forgive yourself for making a mistake and learning from it, the less damage it will do. Take ownership of your mistakes. Be the first to say, "I messed up - this is what I did, this what I learned, and this is how I will handle the situation in the future."
8. Sleep on big decisions. Reread your email before you send it. You leave a footprint as a professional on every document. Be conscious about the perceptions you leave with everyone you encounter.
9. Praise in public; counsel in private. If a boss berates his or her workers in front of customers, how motivated are they to return to work the next day?
10. Dress professionally. You have to look like a successful leader before others treat you that way.
11. If you don't like your job, get out of that spot … someone else wants it. The more in love you are with your job, the more successful you'll be.
12. Ask employees their opinions; don't just tell them what to do. You will enjoy the success that comes from helping them grow.
13. The more you show your people you care for them and connect with them as human beings, the more successful they will make you.
14. Everybody knows who's getting things done. The less credit you try to grab for yourself, the more you are likely to get it.
15. Listen more than talk. Ever notice that the words "listen" and "silent" both use the same letters? People speak the loudest when they listen the most.

Managers and supervisors falter because they fail to make a difference in the lives they touch. Using the coach approach - setting clear goals and helping employees achieve them - lets your employees shine. And when they do, their brilliance reflects on you.

This article was originally published in the November 2000 edition of Athletic Business Magazine.
www.AthleticBusiness.com.

To learn more about helping your employees achieve more, attend Ruby's preconference session At Athletic Business - Register here

© 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.

Talent Management - Ruby Style

You are invited to register for Ruby's pre-conference workshop at the Athletic Business Conference

"Talent Management: How to Attract, Hire, Reward, Motivate and Train the Very Best People" Orange County Convention Center Orlando, FL Wednesday, December 2 1:30-4:30 pm CEUs available Register Here

Studies have proven that happy employees are more productive and will positively affect the bottom line. Each of your staff members comprise your "human capital" and represent your organization in every program, class and contact with your users. How can you enhance your onboarding process, your employee engagement and your staff development program to encourage positive, professional representation? In this workshop, Ruby will walk you through case studies of how others have succeeded at this monumental task. Examine each stage in the talent management life-cycle from employee acquisition to retirement. You'll learn how to: Identify key elements of onboarding - the hiring and orientation process. Explore success strategies of employee engagement -what does it take to keep them happy and productive? Delineate characteristics of a synergist employee development program. Implement reward and recognition programs that motivate your staff.

Nov. 28, 2009	Trainer-Golden State Warriors-Supervisory Training Oakland, CA
Dec. 02, 2009	Pre-Conference Workshop Presenter - Athletic Business Conference & Expo, "Talent Management: How to Attract, Hire, Reward, Motivate and Train the Very Best People" Orlando, FL
Dec. 03, 2009	Presenter - Athletic Business Conference & Expo, "Leadership Strategies: What You Need to Know to Take Your Organization to the Next Level" Orlando, FL
Dec. 04, 2009	Session Moderator - Athletic Business Conference & Expo, "CONNECT: Sharing Your Best Management and Leadership Strategies and Questions" Orlando, FL
Dec. 05, 2009	Presenter - Athletic Business Conference & Expo, "Succession Planning: Developing Tomorrow's Leaders Today Orlando, FL
Dec. 7-8, 2009	Training for the Orlando Magic Orlando, FL
Dec. 10-12, 2009	Keynote Speaker - IFX 2009 Annual Convention, "Using Seven Star Customer Service to Launch Your Brand in 2010" San Diego, CA
Dec. 14, 2009	Trainer- Massachusetts Convention Center Authority, "Secrets to Keeping Our Customers Happy" Boston, MA

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 an e-mail to Info@RubySpeaks.com

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Copyright © 2003-2009 Ruby Newell-Legner, CSP All rights reserved.