Life as a Legend 6.02.15
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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
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
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
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