A Note From Ruby
Read More

Free Webinars:
Rule Enforcement Etiquette to Promote a Positive Guest Experience
Read More

Feature Article:
"What Have you Taught YOUR Staff to say when a Guest Breaks a Rule?"
Read More

Special Invitation:
Medical Fitness Association
"Understanding Your Cycles of Service^TM Teleconference"
Read More

Ruby Recommends:
NCS4 Conference
Read More

Client Quote of the Month
Golden State Warriors
Read More

Ruby's Schedule
Read More

Chicago was filled with sports enthusiasts
June 9-11. Not only did the town celebrate the Blackhawks Stanley Cup win, but the NFL held their Security Meeting in Chicago at the same time.

I was invited to present a session for the NFL Train-The Trainer Seminar on "Enhancing the Fan Experience." What an honor! I am sworn to secrecy about what we discussed but be assured everyone in the room was intent on making their events safe and more enjoyable for every loyal fan!

Here I am posing during the NFL reception at Soldier Field with my
good buddy Bob Laskowski, Director of Fan Services for the Chicago Bears.

My webinar on Thursday will be dedicated to their daily efforts to create a legendary experience where everyone can enjoy the game! I hope you can join us!

Your fan,

Ruby Newell-Legner, CSP

While consulting with a very popular Amusement Park Company with venues throughout North America, I learned that they had numerous complaints the season prior because customers reported being treated rudely by the young staff members. When I asked for specifics, they shared that the organization had recently changed their smoking policy. Because it was an outdoor facility, they decided to determine "smoking areas" and were wise to make those sections easily identifiable by painting all the benches in the designated smoking areas a specific color. The complaints were coming from smokers who had been approached by young staff members enforcing the new rule.

I can imagine how some of the confrontations ensued... Can't you just see a timid teenager approaching a smoker with words like "Uh, YOU can't smoke here!"?

So I asked the million dollar question during my meeting with the client. "What HAVE you taught your staff to say?" The group of executives looked at each other for a minute as if waiting for someone else to answer the question. Finally, they took out their pens and wrote themselves a note ... remember to teach staff HOW to enforce new rules.

For 16 years we tell children not to talk to strangers and then we hire them for their first job and put them in a new role that requires they talk to strangers...and we don't give them the words they need to use to succeed.

I am happy to share that we crafted a positive greeting and encouraged the young park staff to approach smokers and say this, "Let me show you where the smoking areas are in the park. They are easy to find. Just look for the blue benches. Walk with me and I will show you where the closest one is to our current location."

In the training session I designed for all of their locations, I reviewed many of the elements that go into positive rule enforcement. I coached the staff members how to enforce the rules using these tips:

Educate your guests - don't lecture them. Rule Enforcement can easily come across as scolding.

Give the guest the benefit of the doubt. When you need to let your customers know about a rule they are breaking or attempting to break…say this "Perhaps you are unaware that..." then state the rule in a friendly manner.

Refer to all policies as "guidelines" and you will find it much more palatable for your customers. Don't call it a "Policy."

To add integrity to the guideline, add the reason or the goal of the rule...for example "we have a new guideline to enhance your visit."

State rules in a positive manner and clarify the specific purpose of the rule in your explanation. Start with beginning statements like this:

• "To maintain a safe environment..."
• "To enhance everyone's experience..."
• "For your child's safety..."

To support the rule and give it some backing, share who established the rule. When the new bag size limitation came out for the stadiums, we crafted this response after so many fans wanted to argue with the "stupid management or team owners" that came up with the rule. "For your safety, the NFL has determined the largest size bag that you can bring into the stadium is 12x12x12." This clarified that it wasn't a local decision by stating it was an NFL ruling so it was non-negotiable. (Note that the specific dimensions stated may vary in each stadium.)

Whenever granting a privilege, combine it with praise. "I am confident that you understand that this is the exception to the rule and won't expect it in the future."

Most importantly, remember to train your staff on how to handle predictable situations and give them guidelines to make judgment calls when necessary. A well prepared staff member can promote a positive experience for any guest.

Please join me for more tips on Rule Enforcement Etiquette at our next F.R.E.E. Webinar on Thursday, June 24. Register today!


© 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.

More of My Articles

Products

Please join me for a Medical Fitness Association Teleconference

"Understanding Your Cycles of
Service^TM Teleconference"

Thursday, July 22, 2010
2:00 p.m.-- 3:00 p.m. Eastern
(1 p.m. Central, Noon Mountain, 11 a.m. Pacific)

Register here
REGISTRATION DEADLINE: Tuesday July 20, 2010
- MFA Members: $39
- Nonmembers: $59

"Ruby's enthusiasm and high energy presentation commanded the audience's attention and kept them active and participating each step of the way. The positive response to Ruby's presentation was shared by both Warriors and Arena Staff alike. Katie Flier, Assistant Box Office Manager said, "Ruby's program is a fun way to be reminded what makes a successful customer service program." Sandra Coleman, Supervisor for Levy Restaurants thought "Ruby's program was very educational, informative, and enlightening. My life skills and leadership abilities will benefit."

Not only was Ruby's presentation well received by our Arena Staff members but it was also effective in changing the way they interact with our fans. We have seen a difference in the way the staff approaches confrontational situations, the way they address the fans when speaking to them and their usage of the "Ruby Point" to direct fans in the right direction.

We are pleased with our decision to have Ruby teach our staff members the importance of customer service, leadership, and team work as it has made a lasting impression from which we are seeing results. Ruby is definitely a one of a kind who is highly respected by the Golden State Warriors for the impact she has made within our organization."

Sincerely,

Neda K. Barrie, Senior Executive Vice President of Business Operations
The Golden State Warriors