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Vol. 1 Number 2 December 18, 2003
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############################################## Welcome to the second edition of 'Great Customer Service for Leisure Professionals' Ezine! A big thank you to our new subscribers! All 560 of you!!! You have requested that we send you this publication. Please follow the instructions at the bottom of the email to remove yourself from our list. PRIVACY STATEMENT: We will not distribute your address to anyone. Period. (Link to privacy statement on the web)
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1. It’s staff evaluation time - How will you do as a coach?
============================================== It’s staff evaluation time. How will you handle the meeting? Like a 'Boss' or like a 'Coach'? At the end of the year, it is usually time to let staff know how they are doing, which means that dreaded performance evaluation meeting. In an effort to make it easier on you and your staff, I am sharing some highlights from my audio tape program 'Encouraging Staff Development: The Performance Appraisal Process.' Some supervisors take the approach that it is their job to evaluate their staff and they spend hours preparing a document that assesses their staff members’ competency or proficiency. This time around, I encourage another approach. Instead of being a 'Boss', take the 'Coach' approach. A coach assists a valued person from where he or she is to where he or she wants to go. I've written an article outlining ways that you can do this. To view the article, visit: http://www.rubyspeaks.com/articles/coach_approach.asp As you plan your meeting, don't just hand the staff member their written evaluation and have them read and sign it. This is a great opportunity to open up the dialogue and communicate about the future. Use these guidelines to plan how much of the time will be spent discussing the past, present and future during your meeting. Organize your Approach: Make sure that you answer the following questions during the discussion: Seven Questions that Most Employees want answered in their
Reviews: For more information on Ruby’s program 'Encouraging Staff Development: The Performance Appraisal Process', use this link http://rubyspeaks.com/letter/supervisor_skills.asp Another great resource is a book by James E. Neal 'Effective Phrases for Performance Appraisals: A Guide to Successful Evaluations'. Follow this link to purchase it: http://www.rubyspeaks.com/amazon.asp
============================================== Congratulations to Marc Sher who thought that this Ezine would be a great resource for his coworkers and friends! Marc has won a copy of Ruby's 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 A big thank you to Marc and to all of you who helped spread the word about the Ezine!! If you know of others who you think might be helped by the content in this ezine, please forward it on!!
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Special Note to Recipients of this Ezine!
============================================== My husband’s company has been through three new bosses in the last year. The first boss was his favorite because she always acknowledged him and made it a point to say how much she appreciated his extra efforts. The second boss wasn't very popular from the very beginning because he was always right. When Boss #2 started, my husband offered some suggestions on how to improve a procedure with which the store employees were having difficulty. My husband didn't work the same shift as the new boss and rarely saw him so he offered the suggestions through a hand written note, which he placed in a sealed envelope on his desk. No response from Boss #2 My husband is rather persistent so he then left him a voice mail message offering to discuss the solutions with him. The boss never even acknowledged the solutions provided by my husband or expressed any interest in discussing his ideas. By the time the third boss was hired, staff morale was at an all time low even though the employees were glad to see Boss #2 move on. The new boss came in and met with each employee and got to know them. My husband tried out another idea and the third boss responded with a thank you to him for sharing his ideas. Boss #3 is a welcome relief and demonstrated what every boss wants from their employees - customer service! To be a positive role model for your staff:
============================================== 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. We'll be announcing dates for these shortly. Let us know what topics you would be most interested in. Send us an email to info@rubyspeaks.com
============================================== In a few weeks the New Year’s 'Resolutionaries' will be at it again. They will be making their New Year’s resolutions and begin waging war on getting in better shape. Beginning January 2, a myriad of strangers will walk through your recreation center front doors and think that they can get skinny in two weeks after years as a couch potato! How can we help these customers find success? The fitness frenzy on January 2 will be frustrating. Here are some ideas to keep you and your staff sane, and ready to greet your new customers: First of all, let your staff know to expect these 'Resolutionaries'. It’s possible that the new patrons have never been in a recreation center before and probably don't know the first thing about your services, your equipment or the safe and correct way to work out. Remind fitness staff to spend extra time counseling these excited new participants about safety precautions and to move around the room during classes to make sure the new students in the back of the room are working out safely and correctly. Make sure your staff understand and can explain the admission prices to help your customers get the best deal. Have front desk staff explain the payment options by clarifying the price per visit of drop-in admission, punch cards and annual passes. Create a cheat sheet with a break down of how much admission is for each option (i.e. for a 20 punch card, each admission will cost $3.61 as opposed to paying $4.00 each visit at general admission price.) Let patrons know that paying for a full 6 months or year offers a bigger incentive to work out more often since they have invested in a pass. They will want to get their money’s worth! Encourage workout room attendants to be diligent about orientating new fitness enthusiasts about each piece of equipment and then make sure they know how to use each machine correctly. For patrons requesting special assistance with their new life style change, have business cards for personal trainers or fitness consultants available for all staff members to pass on. What other steps do you take to help new patrons feel welcome? I would love to hear your ideas. Please share your ideas with us: info@RubySpeaks.com. Ideas will be shared in a future Ezine
============================================== 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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