Life as a Legend 6.02.15

6
Many different locations focus on delivering either fast OR friendly customer service. At Legends we deliver fast AND friendly customer service. The individuals that visit our store on a game day may be in a different psycho- logical state of mind then if they were coming to shop on a Wednesday in the middle of the summer. But why should we make their experience any dif- ferent?! We shouldn’t, we should be able to deliver the same custom- er service as we would on a slow day even if there is 100 plus people in our shop. How would we feel if a customer came to shop during half time then missed a touchdown because you couldn’t find an item for them or the line wasn’t moving fast enough? They wouldn’t be too happy about missing that big play, so we have to make sure we are not only being friendly to customers but also delivering that fast service as well. It is important to move with a purpose but also remember the 7th Pillar of Legends, Safety and Standards. Just imagine how much additional time would be put into that customer, if you or someone else got in- jured while trying to deliver speed of light service. We don’t want anyone to get hurt while trying to con- vey excellent customer service. If you need to go get an item for the customer just be sure to know where that product is, don’t stop and talk to friends, and be cautious of what’s going on around you. If you do that you’ll be sure to have the customer walk out the doors with a smile on their face and not feeling as if they missed out on something. The 4 Steps of Customer Service: Fast and Friendly Service Life as a legend You don’t have swagger like the pro shop Legends Hospitality—Cleveland Browns Pro Shop Tuesday June 2nd 2015 Fast and Friendly Service 1 Current Contests 2 Weekly Quote 2 What’s Happen- ing in Cleveland 3 Upcoming Movies 4 The 7 Pillars of Legends 5 Special Events/ Announcements 6 Product Spotlight Inside this issue: Volume 1, Issue 5 Published by: Samantha Stepp

Transcript of Life as a Legend 6.02.15

Many different locations focus on

delivering either fast OR friendly

customer service. At Legends we

deliver fast AND friendly

customer service. The

individuals that visit our

store on a game day may

be in a different psycho-

logical state of mind then

if they were

coming to shop

on a Wednesday

in the middle of

the summer.

But why should

we make their experience any dif-

ferent?! We shouldn’t, we should

be able to deliver the same custom-

er service as we would on a slow

day even if there is 100 plus people

in our shop.

How would we feel if a customer

came to shop during half time then

missed a touchdown because you

couldn’t find an item for them or

the line wasn’t moving fast

enough? They wouldn’t be too

happy about missing that big play, so we

have to make sure we are not only being

friendly to customers but also delivering

that fast service as well.

It is important to move with a

purpose but also remember the

7th Pillar of Legends, Safety and

Standards. Just imagine how

much additional time

would be put into that

customer, if you or

someone else got in-

jured while trying to

deliver speed of light

service. We don’t want

anyone to get hurt while trying to con-

vey excellent customer service. If you

need to go get an item for the customer

just be sure to know where that product

is, don’t stop and talk to friends, and be

cautious of what’s going on around you.

If you do that you’ll be sure to have the

customer walk out the doors with a

smile on their face and not feeling as if

they missed out on something.

The 4 Steps of Customer

Service: Fast and Friendly Service

Life as a legend

You don’t have swagger like the pro shop

L e g e n d s H o s p i t a l i t y — C l e v e l a n d B r o w n s P r o S h o p

Tuesday June 2nd 2015

Fast and Friendly

Service

1

Current Contests 2

Weekly Quote 2

What’s Happen-

ing in Cleveland

3

Upcoming Movies 4

The 7 Pillars of

Legends

5

Special Events/

Announcements

6

Product Spotlight

Inside this

issue:

Volume 1, Issue 5

Published by:

Samantha Stepp

Page 2

Below are all the contests going on right now!

1. What was the top selling item by revenue for the month of May? - Ends

Friday June 5th

2. Complete Crossword Puzzle—Ends Friday June 5th

3. What is Baby Davis’s name?! - Ends Monday June 15th

4. Who can get the most Customer Service Surveys in the month of June?!

- Ends Tuesday June 30th

“The goal as a company is to have customer service that is

not just the best but legendary”

Sam Walton ( Founder of Wal-Mart)

What's Happening this Week in

Cleveland

Wednesday June 3rd

Be the first to try Hofbrauhaus Cleveland's monthly biers at their celebratory keg tapings. Starts at 6:30pm

Taylor Swift at Quicken Loans Arena

Thursday June 4th

Lunch by the Lake begins– Every Thursday from 12:00pm—2:00pm on E. 9th Street Pier. Live music and more

Galleria Concert in the Courtyard begins- Enjoy outside lunchtime Courtyard concert every Thursday at the Galleria. 5$ grille cooking and food truck options available

Labatt Blue Light Lime Concert Series: Revolution Brass Band @ E. 14tth and Euclid Avenue @ 5:00pm

NBA Finals Cavs vs Warriors @ 9pm (Away)

Friday June 5th

Cleveland Indians vs Baltimore Orioles @ 7:05pm (Home)

Saturday June 6th

Cleveland’s first ever Squirt Battle Fun Run @ 100 Euclid Square Mall @ 9:00am

Cleveland Browns FanFest @ Cleveland Convention Center @ 10:00am

“Worlds Largest Dinosaurs” exhibit opens at the Cleveland Museum of Natural History

Rock ‘N’ Hops Brewery Racing Series: Black Box Brewery 5K @ 6:30pm

The Ultimate Urban Scavenger Race @ East 4th Street

Dierks Bently w/ Kip Moore, Maddie and Tae and Cannon Smith @ Blossom @ 7:00pm

AFC Cleveland vs Cincinnati Saints @ Rocky River High School @ 7:00pm

Joe Haden and Friends Celebrity Softball Game @ Eastlake Ballpark @ 7:00pm

Barenaked Ladies w/ Violent Femmes and Colin Hay @ Jacobs Pavilion @ 7:30pm

Sunday June 7th

Walk to Remember in Cleveland @ the Metroparks Zoo 8:00am—12:00pm

Cleveland Indians vs Baltimore Orioles @ 1:05pm (Home)

Free National Kidney Walk 2015 @ Great Lakes Science Center @ 8:00am

NBA Finals Cavs vs Warriors @ 8pm (Away)

Monday June 8th

Juicy J @ House of Blues @ 7:00pm

Tuesday June 9th

NBA Finals Cavs vs Warriors @ 8pm ( Home)

All Weekend

6/6 - 6/8 Free Little Italy Festival

Page 3

- Sports

- Music

- Food and Drink

- Events, Festivals,

Movies coming out

this week!

Entourage ( R )

Genre: Comedy

Actor Vince Chase (Adrian Grenier) and

pals (Kevin Connolly, Kevin Dillon)

maintain a strong bond as they navigate

Hollywood's cutthroat world.

June 3rd 2015

United Passions (Unrated)

Genre: Historical Drama

Jules Rimet (Gérard Depardieu), João

Havelange (Sam Neill) and Sepp Blatter

(Tim Roth) overcome obstacles to make

the World Cup become a reality.

June 5th 2015

Freedom ( R )

Genre: Historical Drama

In 1856, a runaway slave (Cuba Good-

ing Jr.) and his family find help from

the underground railroad, while in

1748, the man's grandfather is captive

aboard the ship of Capt. John Newton

(Bernhard Forcher).

June 5th 2015

Beyond the Mask (PG)

Genre: Adventure, Historical drama,

Action

On the run in the American Colonies, a

mercenary (Andrew Cheney) must re-

gain the trust of the woman (Kara

Killmer) he loves, while racing against

time to foil a diabolical plot.

June 5th 2015

Insidious: Chapter 3 (PG-13)

Genre: Horror, Thriller

When teenager Quinn Brenner (Stefanie

Scott) senses that her late mother is trying

to contact her, she seeks help from gifted

psychic Elise Rainier (Lin Shaye). However,

Elise's tragic past makes her reluctant to

use her abilities. After Quinn is attacked by

a malevolent entity, her father

(Dermot Mulroney) pleads with

Elise for help. With support from

two parapsychologists, Elise ven-

tures deep into The Further -- where

she finds a powerful demon with an

insatiable craving for human souls.

June 5th 2015

Spy ( R )

Genre: Comedy, Action

Despite having solid field training,

CIA analyst Susan Cooper (Melissa

McCarthy) has spent her entire

career as a desk jockey, work-

ing hand-in-hand with dashing

agent Bradley Fine (Jude Law).

Using high-tech equipment and

a hidden earpiece, Susan is the

guardian angel who helps Brad-

ley avoid danger. However,

when Bradley is assassinated by

Bulgarian arms dealer Rayna

Boyanov (Rose Byrne), Susan

wrangles her way into her first

undercover assignment to help

capture Boyanov and avenge

Bradley.

June 5th 2015

Page 4

Page 5

The 7 Pillars

Look the Part

Everyone Works Together

as a Team

Guest Satisfaction is the #1

Priority

Educated and Empathetic

Employees

No Limit on Excellence

Do your Part

Safety and Standards

of Legends

Imagine going into a doctors office because

you injured your arm. You sit in the waiting

room patiently anticipating the news of your

arm. You see the doctor walk out of the

room with a clipboard ready to break the

news to you. But to your surprise he says

“So you might have hurt your arm, but I'm

not too sure if its broken or it might be

sprained, maybe. So do you think you need

a cast, medicine, or want to do you want to

do?

First off, run out that door, that doc-

tor obviously has no idea what he’s

talking about, he’s supposed to be the

expert right?

When you don’t know knowledge

about products you look like the clue-

less doctor that I just described. Our

customers are coming to this store

hoping to purchase amazing prod-

ucts. But when they come to you

looking for advice and assistance and

you cannot help them, you are not

fully doing your job.

It is important to know where certain

products are, new products, different

brands we have, discounts, and much

more.

If you don’t know something about a

product, ask a manager or supervisor

to help you out. You can never know

too much and customers will surely

appreciate your knowledge.

Spotlight on New Products!

Birthday’s, Holidays and Special Events This Week!

June 2nd Rocky Road Day / Barfoot Day

June 3rd Zach S.’s Birthday

June 3rd Running Day/ Repeat Day

June 4th Zach D.’s Birthday!

June 4th Hug your Cat Day

June 5th World Environment Day

June 6th Fan Fest!

June 6th Yo-Yo Day

June 7th Chocolate Ice Cream Day/ Cancer Survivors Day

June 8th Best Friends Day/ World Ocean Day

100 Alfred Lerner

Way

Cleveland, Ohio

44114

LEGENDS HOSPITALITY– CLEVELAND BROWNS PRO SHOP

(440) 891-7533

[email protected]

Building a legacy of powerful results

with the leaders of global sports,

entertainment and business.

Stay tuned for next

week’s issue

Announcements

1. If you have any ideas/

stories you would like

to share email

[email protected]

2. Know of any nonprofit

groups? We will be

recruiting nonprofits

for game days shortly.

Talk to Samantha

about how to get in-

volved.

3. Who can get the most

customer service sur-

veys for June?!

4. Contest: What is ba-

by Davis’s name—

Ends June 15th

5. Contest: What was

the top selling item

by revenue for the

month of May?

Email guesses to

[email protected]

Page 6

2015 Training Bucket

Price: $40.00

2015 Training

39Thirty

Price: $45.00

2015 Training

39Thirty

Price: $45.00

2015 Training Visor

Price: $35.00

24Oz Stainless Water Bottle

Price: $20.00

22 Oz SS Tumbler Metallic

Price: $25.00

Metallic Ceramic Mug

Price: $15.00