A Note ABOUT Ruby
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Webinars:
Two F.R.E.E. Webinars in May
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Feature Article:
"How is Your Wall Working Out?"
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Special Offer:
S.O.S.
"Savings of Spring"
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Client Quote of the Month
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Ruby's Schedule
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At RubySpeaks we are very proud and excited to share some news ABOUT Ruby this month! Usually this space is reserved for Ruby to speak her mind (as if she does not do enough of that already! ) but this month her staff has taken over this space to congratulate and honor her on being nominated for the Board of Directors for the National Speakers Association. The NSA is the leading professional organization for experts who speak professionally.

NSA's thousands of members include experts in a variety of industries and disciplines, who reach audiences as trainers, educators, humorists, motivators, consultants, authors and more. Since 1973, NSA has provided resources and education designed to advance the skills, integrity and value of its members and the speaking profession. Being chosen for the Board of Directors is reflective of Ruby’s work ethic and influence, not only in the speaking industry, but also in the various industries or markets where she provides her services.

Ruby, we salute you and wish you great success in taking on this incredible role!

The RubySpeaks Staff

You may remember that magnificent win by Michael Phelps in the 200 meter butterfly finals at the 2008 Beijing Olympics. On the last leg of the race Michael was slightly behind Lazslo Cseh of Hungary. He knew that the number of strokes he took to get to the wall would make the difference between a gold or silver medal. Michael made the wise decision to take a half stroke to Lazslo’s full stroke and out touched Lazslo by 67 hundredths of a second. Even the judges were amazed as they watched the underwater camera replay.

For twenty years, I coached and observed some of the most talented swimmers. Some were gifted athletes. Others were hard workers who knew how to swim a smart race. Just like Michael Phelps, the smartest ones knew how to "make the wall work out" and could beat an opponent by being crystal clear where they were in relation to the finish. A half stroke at the end of a race could mean the difference between first and last in a competition of 8 swimmers. Let’s take back stroke for instance. Triangular shaped flags are strung above the pool so swimmers know that they are approaching the wall. Likewise the lane ropes change from striped to solid at the same designated distance from the edge of the pool.

A smart swimmer will count and remember how many strokes it takes from the flags to hit the wall exactly - without having an unfinished stroke before they hit the wall – “making the wall work out.” A beginner swimmer takes multiple strokes and frequently loses to the swimmer taking fewer strokes - especially if the race is tight.

If we relate a busy season to a swimming competition, getting to the end of the season is the end of the race, or more specifically, the wall. That brings me to the topic for today - how do you make your wall work out? Sometimes we start a busy season with such great intentions. We bring in new staff, orient them to their job, train them on specific skills and then turn them loose. Then midseason we start having employee problems and we wonder what happened. I believe you have to help them "make the wall work out."

In the past, I spoke at the National Association of Concessionaires Conference where I met Joanie Frucci of Moore Theatres in Hartford Michigan. She shared with us how she motivates her staff with a home cooked meal. Now, I don’t know about you, but this wouldn’t work for me. My husband’s favorite line is "My wife wanted to go somewhere new and different so I showed her the kitchen!" Ha!

Joni monitors how many 'combos' are sold (a purchase that includes both a drink and popcorn) and the shift with the highest increase in the number of combos sold gets a home cooked meal. What a deal!

Even if cooking isn’t your thing - remember, motivation can come in many forms; sometimes a nice note really makes a difference. Last week, I received a great note from a client who has become a dear friend (see below). Her kind words certainly perked me up even after two 14 hour days conducting phone interviews.

When your employees are in the middle of the "Peak Season", things get tough. Morale diminishes, folks are arriving just in time to start their shift or maybe even a few minutes late, pressure builds, tempers are short, patience is tried.

Wherever you are in your busy season, plan something for mid season to help your employees get through the slump. Your efforts will help them "make the wall work out" and they will feel good about the job they did.

Until then - keep on motivating! Your staff will love you for it! Planning ahead paid off for Michael, and it can work for you too!

© 2010 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.

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Products

S.O.S.
SAVINGS OF SPRING
50% discount
for May 2010

Ruby understands that you are stretching your training budgets to the max so she has a way to help. Imagine a well-trained staff that can handle any possible customer service situation. Give them the tools they need to succeed and it will make their summer better and less stressful for you!

1. A Custom Webinar created just for your group. Ruby will deliver a 90 minute program live online AND provide a recording for replay at your convenience. What a great way to motivate your staff. Put Ruby on the big screen for your seasonal staff training and let her deliver a custom message of inspiration!

OR

2. Ruby's Customer Service DVD Training System – Secrets to Keeping Our Customer Happy! Read more here.
Two full hours of Customer Service Training broken into 5 modules with handouts and Leader’s Guide. Modules include:
1. Seven Star Customer Service 15:30 minutes
2. Understanding Our Customers and Their Loyalty 22:30 minutes
3. Communicating with Our Customers 19:30 minutes
4. Dealing with Upset Customers 21:30 minutes
5. Ruby's Tips for Promoting Positive Internal Customer Service 31 minutes

OR

3. One full day of Training delivered at your location – choose two of Ruby's training programs to be presented live for your staff in May 2010. Ruby will even split the travel investment with you!

Call today to discuss options with Kim Herman,
our Communications Coordinator, at 303.933.9291
or send your questions to info@RubySpeaks.com

Dear Ruby:

The Town of Parker continues to rely on your passion for customer service to help mold the way Parker does business. In addition to the customer service training that you have provided to hundreds of our employees, the opportunity to work with you on creating the Cycles of Service™ has been an experience second to none.

Your background and expertise with public sector customer service has really been helpful to Town employees because you understand and recognize that our customers are the citizens of this community. Your unique perspective and the descriptive stories you use about your time in the public sector has assisted in getting our employees on board because they can relate to those experiences. You tailored your training to meet the Town’s situation instead of providing us a canned training program which is a real testament to the customer service that you provide to your customers.

The Town of Parker is so fortunate to have joined forces with you on our quest to be the best in customer service in local government. We have the utmost respect for you which makes us eager to find more opportunities to continue to work together.

Thank you so much for your positive, can-do attitude and the desire to leave a customer service imprint on the world.

Sincerely,

Tara Moore,
Organizational Development / Customer Service Manager
Town of Parker, Colorado