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GREAT CUSTOMER SERVICE FOR LEISURE PROFESSIONALS!
by Ruby Newell-Legner, CSP
Info@RubySpeaks.com
http://www.RubySpeaks.com
"You become successful by helping others become successful."
Ruby Newell-Legner, CSP
IN THIS ISSUE
1. How is Your Wall Working Out?
2. F~ree Checklist for Training!
3. On the Road with Ruby
1. How is Your Wall Working Out?
Watching the recent Olympic trials, I re-lived many of my days on the pool deck as a
swimming coach. For twenty years I encouraged, taught, 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. 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 them to hit the
wall exactly - without having an unfinished stroke before they hit the wall. A
beginner swimmer takes multiple strokes to "make the wall work out" 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."
I recently 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
just a nice note from the boss really makes a difference. Every year I volunteer for the
Recreation Facilities Design & Management School here in Colorado. For 14 years it has been
a labor of love and I have experienced great personal satisfaction in giving back to a
profession I believe in. This year there was an added treat - a personalized, handwritten
note from the interim Executive Director of the Colorado Parks and Recreation Association.
That added touch really made me feel that my efforts had been appreciated. Someone noticed
my hard work and took time to tell me in writing.
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.
Send me your ideas for a mid season pick me up to Info@RubySpeaks.com! I’ll post them in the
next newsletter.
Until then - keep on motivating! Your staff will love you for it!
2. F~ree Step by Step Checklist for Training!
You can’t have a championship team without building strong communication among your
support staff. If your staff isn’t onboard, expect your whole organization to fall
down around your ears. You won’t have to worry about cracks in the foundation with
Ruby Newell-Legner. Internal team building and Guest Relations are her expertise.
Follow this link to receive
a F~ree step-by-step checklist to make every meeting a successful building block for your team!
3. On the Road with Ruby
Here’s where Ruby’s going in the next month:
July 25 - Presenter - 79th Annual International Association of Assembly Managers Conference Reno, NV
Aug. 7 - Trainer - Penrose St. Francis Hospital Colorado Springs, CO
Aug. 14 - Guest Relations Trainer - RCA Dome/Indianapolis Colts Indianapolis, IN
Aug. 18-19 - New Facility Trainer - City of Cuyahoga Falls Community Recreation Center Cuyahoga Falls, OH
Aug. 26 - Presenter - 2004 Morale Welfare and Recreation Expo Denver, CO
Aug. 30 - Trainer - Florida Children's Forum Tampa, FL
Visit this link to see Ruby’s entire schedule:
http://www.rubyspeaks.com/schedule.asp
To subscribe to Great Customer Service for Leisure Professionals
visit http://www.rubyspeaks.com/ezinesubscribe.asp
For Back Issues visit:
http://www.rubyspeaks.com/ezinepastissues.asp
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Vol. 1 Number 5 July 20, 2004
(C) RubySpeaks, Inc. 2004 All Rights Reserved
Making Great Customer Service a way of life!
RubySpeaks, Inc.
9148 W. Vandeventor Dr.
Littleton, CO 80128
(303) 933-9291, fax (303) 904-2966
mailto: Info@RubySpeaks.com
http://www.RubySpeaks.com
P.S. If you haven’t already, Don’t forget to sign for my F~ree Step by Step
Checklist for Training! http://www.rubyspeaks.com/training_checklist_signup.asp
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