life as a legend 5.26.15
TRANSCRIPT
First impressions
represent a lot in the
world of retail.
When you walk into
an establishment
your initial reaction
will have a lot to do
with the remainder
of your experience.
So how do we make
sure our guests are
walking through the
door, ready for a
legendary experi-
ence?
First, it is imperative
to greet them with a
smile and enthusi-
asm. We do not give
you a specific greet-
ing to use because
we believe you all
have the potential
to give each person
a unique and
thoughtful message
when they walk
through the door.
Cleveland is an exciting
city so talk about events
going on that day or if
you notice they are from
a different city, ask what
brings them there. Use
you personality and cre-
ativity to create a long
lasting first impression
for our guests.
The intention is to be
excited that they have
chosen to come visit us,
to see our merchandise,
and giving us the oppor-
tunity to create a legend-
ary experience. Make
sure you are smiling,
using good body lan-
guage, maintaining eye
contact, and having en-
thusiasm in your voice.
The 4 Steps of Customer
Service: A Warm and Welcome Greeting
What's Happening this
Week in Cleveland
5/26 Indians vs Rangers @ 7:05pm
5/26 Game 4 Cavs vs Hawks @ 8:30pm (Home)
Enjoy Trivia Tuesday’s every Tuesday at Nano Bew in Ohio City
5/27 Free Carnival Night 6:30-8:00pm @ North Ridgeville Baptist Church
5/28 Game 5 Cavs vs Hawks @ 8:30pm (Away)
5/29 Rib Fest in Bedford 5:00pm—12:00am
5/30 14th Annual Habitat for Hu-manity Walk 8:30am—12:30pm
5/30 Game 6 Cavs vs Hawks @ 8:30pm (Home)
Flash back in time at the classy Socie-ty Lounge off E 4th Street
Grab a fresh breakfast at Grumpy’s Café
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 May 26th 2015
Warm Greeting 1
Cleveland Spotlight 1
Weekly Challenge 2
Quote of the Week 2
7 Pillars of Legends 3
Special Events 4
Announcements 4
Inside this issue:
Volume 1, Issue 4
Published by:
Samantha Stepp
Watch Sales
Associate, Nina
LiPuma give a warm
and welcome
greeting . Click to
Watch!
Page 2
June 1st is Dare Day & Say Something Nice
Day
I dare you all to say something nice to every
customer that walks through the door!
If you notice someone being nice and going above and beyond for our customers
please let me know.
" Optimism is the most important human trait, because it
allows us to evolve our ideas, to improve our situation, and
hope for a better tomorrow.”
"Seth Godin
Page 3
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
Guest satisfaction is hands down one of
the most important parts of our jobs. With-
out guests coming to our venue, we would
not have the amazing job opportunities
that we do.
Henry Ford said “ it is not employer who
pays our wages, it is the customer”
The customers that come into our Pro
Shop are the reason that we are here, so it
is important that we are treating our cus-
tomers with the upmost respect.
While you may be having hundreds of interac-
tions with guests, you may be the only person that
the guest has an interaction with. It is important
to make sure the experience they have with you
is memorable .
We want our guests to come back for more so be
sure to thank them, not only because it is the po-
lite and just thing to do. But because we truly are
thankful for them making our jobs possible.
We are nothing
without our guests
so why not make
them feel like they
are the best?
Comments from Customer Service Surveys “ The staff in the store were very friendly and
nice” (Jim– May 15th 2015) “ Please give prop’s to your team shop em-
ployees. As soon as I walked into the shop, every employee made a dedicated effort in helping me find what I was looking for”
(David—May 2nd 2015)
Spotlight on Customer
Service
Birthday’s, Holidays and Special Events This
Week!
May 26th Inventory/ End of the month
May 26th Blueberry Cheesecake Day
May 27th Sun Screen Day
May 28th Hamburger Day
May 29th Paperclip Day
May 30th Water a Flower Day
May 30st Macaroon Day
June 1st Say Something Nice Day/ Dare 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. Keep asking customers
to fill out surveys!
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
6. Hand in completed
Crosswords to Sam
for a prize chance!