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Vol. 1 Number 1 October 15, 2003
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############################################## Welcome to our first "Great Customer Service for Leisure Professionals" Ezine! We have been promising this electronic newsletter for quite some time and it is finally here! You are receiving this email because you have requested that we send you our publications. Granted, it may have been a while ago, so if you no longer wish to receive correspondence from us, please follow the instructions at the bottom of the email to remove yourself from our list. We are committed to bringing you the best resources possible to help increase your customer service awareness level as it relates to the Leisure Industry. We promise to include specific tips and hints to promote staff development and enhance your skills as a leader for your organization. Join us as we take you on the journey to Great Customer Service! We'll help you increase your overall Customer Satisfaction by enhancing supervisory skills and staff development. We'll provide you with invaluable tips and information, and we'll also have some fun along the way with contests and prizes! PRIVACY STATEMENT: We will not distribute your address to anyone. Period. (Link to privacy statement on the web)
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1. Welcome to our first Ezine - Help Spread the Word Contest!
============================================== We here at RubySpeaks think you're going to love getting the Ezine so much you will want to share it with your colleagues! To encourage you to help spread the word we're offering you the chance to win the entire Supervisor in a Box Audio Tape Series! The "Supervisor in a Box Series" is a powerful resource divided into 4 tape albums. Each album has two cassette tapes packed with information that will help you lead others and build strong teams. Also included in each set is a web address for a downloadable workbook that guides you through all the elements covered in the tapes. Visit this link for more information about the set http://www.rubyspeaks.com/letter/supervisor_skills.asp Forward this email to anyone you think might be interested in signing up, with a copy to info@rubyspeaks.com. For every email we receive that will be one entry into our drawing. We'll announce the winner in the next Ezine.
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NRPA Annual Congress in St. Louis, MO October 21-24, 2003
Wednesday 10/22/03
Thursday 10/23/03
Ruby will also be at the S & S Worldwide Booth from 12:00 pm
Friday 10/24/03 Ruby will also be at the S & S Worldwide Booth from 12:00 pm 1:00pm on Friday at Booth 2257 in the Exhibit Hall
============================================== After helping her customers open more than 15 new leisure facilities across the country, Ruby has developed a host of tips and techniques for helping you ensure success at providing customer service. Watch this column for Ruby's suggestions that you can implement today! This issue, Ruby recommends developing an FAQ resource to help your staff provide customer-friendly, politically-correct answers to questions they regularly hear from customers in your facility "Designate a clipboard or notebook where your staff can write down questions they hear from customers," says Ruby. "Then, as a leadership team, review the questions and develop the answers you want your team to provide. This ensures that your staff has the correct answer and that you specify what that answer should be." "The leadership team should keep the FAQ's up-to-date and encourage staff members to review the resource on a regular basis. The FAQ's are also a great way to acclimate and train new employees," explains Ruby.
============================================== We're soon going to be offering some of Ruby's most popular speaking programs in Teleseminar (telephone call) format - so you won't have to leave your desk (or arm chair) to get her latest and up to date content. You might even want to plan your staff meetings around the Teleseminar so Ruby can offer special tips for your staff. I'll be announcing dates for these shortly. Let me know what topics you would be most interested in. Send us an email to info@rubyspeaks.com
============================================== Ruby's Top 10 Reminders for Being a Successful Supervisor By Ruby Newell-Legner, CSP 1. Be a positive role model. Remember that your actions speak louder than your words. You are the example that your staff watches everyday. 2. Support your co-workers and your entire management team. Choose your words and audience carefully. Remember, what you say about others says more about you than it does about them. 3. Listen more than talk. A true leader encourages two-way communication. 4. Be flexible - things can get done without having to do them your way. When you ask for and listen to your staff's ideas, they become part of the solution. 5. Be a coach not a judge by being developmental not punitive - focus on mentoring your staff instead of beating them up for them not doing something correctly. Chances are they just haven't learned the "right" way to do it. 6. Remember its ok for people to make mistakes - its how people learn. Teach your staff to open the dialogue after an error by using words like..."This is what I did, this is what I learned. And this is how I will handle the situation in the future." 7. Sleep on those big decisions, re-read memos before distributing and make sure they are fair and clear. Before responding to an e-mail...Ask yourself, "How might this be perceived by the receiver?" 8. Praise in public, share failure and counsel in private. 9. Don't bark orders and tell people what to do - ask for assistance. 10. When identifying your focus, set priorities daily. Choose your starting point by asking yourself. Which task is most important to the "Big Picture?" These tips are highlights from Ruby's "Supervisory Skills for Success" Training Program, which is available on audiotape cassette with a downloadable workbook. To order the tape set, visit http://www.rubyspeaks.com/letter/supervisor_skills.asp. The program can also be presented as a customized training session for your organization.To schedule training or to see when Ruby will be presenting in your area, visit http://www.RubySpeaks.com or call Ruby's office in Littleton, Colorado at 303-933-9291 C 2003 RubySpeaks, Inc. You are free to reprint or share this list providing you include Ruby's copyright information, leave it unaltered and include Ruby's contact information on the page.
============================================== Here's where Ruby's going in the next month:
Visit this link to see Ruby's entire schedule: http://www.rubyspeaks.com/schedule.asp
============================================== For Back Issues visit: http://www.rubyspeaks.com/ezinepastissues.asp
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