TL Christmas Newsletter 2017

ISSUE 24 : Christmas Addition 2017 Making your time with Trafford Leisure that little bit more interesting

Tweets of the Month

There are many older people in our community who will be spending Chistmas alone. Some of them may not receive even a single present. Please help them feel part of Christmas by getting involved in Home Instead Senior Care’s Be A Santa to A Senior scheme.

AT TRAFFOR E N O Y R D E V LEI E R S A UR E D E

PLEASE DONATE… Just buy a present, big or small, and take it to one of the Collection Points listed overleaf. If you can’t get to one call us on 0161 884 0562 and we’ll arrange to pick it up.

A

The last gift collection date is the 11th of December. To make your present more personal just fill in the tag on the back of this leaflet, cut it out and attach it to your gift. This can make all the difference to a lonely person this Christmas. Thank you!

www.homeinstead/southmanchester 0161 884 0562

Quote Of The Month Cheshire LTA - Club of the Year 2017 Congratulations to Bowdon Lawn Tennis Club for winning Cheshire LTA Club of the Year 2017. The indoor mini tennis programme at the Grammar was a significant factor in scooping this prestigious

A HAPPY NEW YEAR

award. The new indoor mini tennis term for children aged 4-8 starts again on 5th January 2018.

FR What would you like to see in your Newsletter?

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This is your newsletter and we want your ideas! This could be anything from events, to competitions, to customer feedback, to a quote or tweet of the month.

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G N I RAT

Let me know by email: heather.gaulton@traffordleisure.co.uk INSIDE: 12

>> STAFF AWARDS 2017

>> GOLD PRO-FILE

>> EMPLOYEE OF THE MONTH

>> SALES TIPS FOR NEW YEAR

>> ABOVE AND BEYOND

OFF

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Gold Profile

BUILDING POSITIVE FUTURES A FEW WORDS FROM OUR

GOLD four years running!

CHIEF OPERATING OFFICER

Think we need to introduce

Jo Cherrett

level to PROfiles! A massive

a 'Platinum' or 'Diamond' congratulations to Sharon

Hi everyone

Taylor

So much has happened since the last newsletter and things have certainly been hotting up at Trafford Leisure since October, especially regarding the new developments. So to provide some update on what’s been happening…..

Gold Profile

During October, the ‘Your New Urmston’ concept was launched and communicated across the business to our customers. Our marketing team has been busy! They designed an e-newsletter that was sent to our customers informing them of the development plans.

Congratulations to Adam

In addition, they created fantastic display boards for both Urmston and GHC that showcase images of the proposed new leisure centre. These

Heathcote on receiving his

were launched as ‘Your New Urmston’ during sessions that we held at GHC and Urmston on 11th and 12th October. The aim of these was to brief the on-site teams on the design and plans and also to provide an overview of the tools available internally to help staff when responding to customers’ and other members of the public’s enquiries. The boards have been in place for a number of weeks now, customers are engaging

GOLD PRO-file. Thoroughly deserved, well done!

well and we are capturing good feedback. The boards will remain on display until the end of December at both centres for customers to leave feedback which so far has been extremely positive, with over 150 written responses received to the end of October. As the feedback has fed into the design, plans have evolved so in order to ensure that the most up to date design and plans are being communicated, the marketing team has created a landing page and mini website http://yournewurmston.co.uk/. A video has been created for the site which is also available on YouTube ( https://youtu.be/J2e4pEQv6zU ). This will also be shared on social media and displayed on TV

Gold Profile

screens at both Urmston and GHC. Prompts are included so customers can continue to provide feedback direct from the site. In addition, the Active Lives newsletter that was published as a wrap in the Messenger newspaper back in September has continued to be

Congratulations to

distributed across the west through local GP surgeries, further extending our PR across the locality.

Ryan Langford, Diane Senescall and Kate

It’s not only the West locality that has developments taking place - there are also exciting plans for the North locality. Trafford Council launched

Buckley all achieving their

a consultation for the Stretford Masterplan announcing the creation of the University Academy 92 (UA92), which includes a proposal for a

Gold award.

brand new leisure centre within the campus complex. Our marketing team has created bespoke display boards for Stretford and on site staff briefing sessions have also been held by the GM. Public consultations have been taking place through November and December, which both myself and Jon Francis have attended where appropriate. The Active Living Team has now completed a full training programme on the iMPACT software which we procured to streamline the process for physical activity referrals and, on schedule, the system officially went live on Monday 4th December. We had our Bond theme staff awards on 2nd December and a good night was had by all. Thank You for making it a fantastic event. And finally….I just want to wish everyone season’s greetings and a very Happy Christmas. Here’s looking forward to good things for 2018! Best wishes Jo

Staff Family Passes All staff play golf for free when working for Trafford Leisure and if you have family on a staff family pass they can use our Golf Courses for only £3 a round! Your family members can play anytime Monday - Friday and after 3pm at the weekends. If you would like any of your family members (up to 4 immediate family members are allowed) to join on a staff family pass, you can contact your administrator at your site for more information. It costs £5 for the year and £3 for a round. Also, your family can use the leisure centres with the same pass for the cost of £1.10 for both swimming, gym sessions or racquet sports.

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Employee Of The Month

Above and Beyond! On the 15th October 2017 it was Andy Carroll's daughter Olivia’s 3rd

The The Sout

h

Loca

Birthday Party at SSV. Everything was going great until Faye (one of her

ral

nursery friends) had a Febrile Seizure.

Cent

Andy took control of the situation, making sure backup was called,

ty

li Loca

calming her parents and most importantly looked after Faye until the

lity

ambulance crew arrived. Faye had a temperature of almost 29 degrees, was kept in hospital for 2 days where they found a hole in her ear drum Congratulations to Carl Hughes for receiving Employee

and a virus.

Of The Month. Carl has really stepped up over the last

Faye’s mum texted Andy and told him how "Amazing and Fantastic" both he and the staff involved were. She also emailed Mark Pearson

Congratulations to Ryan Langford for receiving Employee Of The

month and has performed above and beyond his SLA responsibilities. Carl has also started to show great

saying, “Just wanted to write a review about the staff at Stretford Sports Village. My daughter was attending a birthday party couple weeks

Month. Ryan is a great support to his Duty Manager and team, always having a first class positive attitude within the work place and

attributes and potential to progress his career and

going the extra mile providing excellent customer care. Well Done!

become a Duty Manager one day. Well Done!

ago, when she had a seizure. I was in a right state of panic as I’ve never experienced this before. The staff were amazing Andy and Hannah kept me calm & many more of the staff!! Very professional they were absolutely fantastic don’t know what I would’ve done without them. I just want to say a big thank you so much to all the staff at Stretford Sports Village.” The nursery class that Olivia and Faye are in made him a card to say thank you. Andy went above and beyond when he wasn't even

The North Loca

lity

working, using the first aid training he has had over the years to make sure that child was looked after.

The

Well done Andy!

West lity

Thank you...

Loca

I just wanted to pass on our thanks and appreciation to Joe (who teaches purple hats on

OCTOB Congratulations to Becky Greenslade for receiving Employee Of The Month. Whilst Jonathan was away training with the Army, Becky stepped up to cover the Duty Managers shifts. This is the first time Becky has stepped up for a prolonged period since becoming SLA in June. During this time Becky has worked well, with the support of the team, to ensure that a First Class service is provided. Well Done!

ER 201

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Congratulations to Jack Carr for receiving Employee Of The Month. Jack is a great member of staff he has frequently stepped up to level 2 swimming teacher and has been really helpful, on one occasion he came back in to work with a very nervous pupil in adult lessons. Well Done!

Wednesdays at Altrincham Leisure Centre at 5:30). Since he took over my daughters class he has made HUGE improvements and really enjoys swimming again. He has a wonderful way with the children and takes care to give each of them individual and personal feedback. Both my daughters have been through swimming lessons and had many teachers - he is by far the best! Thank you very much for your great teaching Joe - Julie Lynn (Megan Lynns mum)

The West Loca

lity

The

Proud Moment - Running for England

West

Jackie Cordingley, one of our top swimming teachers, was recently honoured by England Athletics

cality

by being chosen to run in The Chester Marathon on the 8th of October 2017. This was following

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a superb performance in the Manchester Marathon in April which gave her the qualification in her

NOVEM Olivia has also recently passed her probationary period, she picks up new skills really quickly and is keen to learn all the different areas of the business, such as, reception, the gym and swimming lessons. When Olivia comes to work she puts on the game face and is focused on what

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age category. The Chester Marathon incorporated the British Masters Marathon Championships

BER 20

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Congratulations to Ben Morgan for receiving Employee Of The Month due to his hard work, not one to shy away from tasks, is always helpful and has taken on more

needs to be done, also encouraging others to follow her lead. She gets on

responsibilities since becoming a full time member of

well with staff and customers always a bonus at a small site. Well Done!

the team. Well Done!

and Jackie, a keen runner and member of local club Sale Harriers, finished 6th in her age group. She said after completing her marathon “I was hoping for a better time but the hills were tough. It was a proud moment to be running in an England vest though”. She shows an amazing commitment to achieving an active and healthy lifestyle, and is a great example of what can be achieved even when you are old enough to have 3 daughters and 3 granddaughters, the eldest of which, Eleanor (age 7) is now following in her nannas footsteps and now runs for Sale Harriers too. 3

A ‘Slashing’ move for Trafford Sword Club

The

POWER of your Customer Success Stories

Creating the recent fantastic ActiveLives newsletter for the West has been a time consuming, creative and most of all enjoyable challenge

After 28 years at the George Carnall Leisure Centre Trafford Sword Club

for all involved. The main challenge we faced was writing our customer success stories with authentic substance, getting quality pictures of

has moved to the John Alker Memorial Hall on Flixton Road.

the customers involved, as well as the approval from customers to publish them. Team work, persistence, expertise and deadlines enabled us to overcome this challenge. Heather has published incredible and emotional stories of customers who have changed their lives through

They are extremely happy with the new venue. The hall is large, well lit and

the great work you do. Don’t you think? We have learned a lot during the creation of ActiveLives and it was evident that whilst we had the

has a sprung floor, and a storeroom in which to keep equipment. The staff

theme and the making of great stories, we had little substance and no visuals.

and members of the John Alker have made us feel very welcome.

The benefits of collecting and publishing customer success stories for our brand are immense.

The Club was formed in 1989 and is a member of the British Fencing Association. All three weapons - Foil, Epee and Sabre - are taught and coached at the Club from beginner to national level.

1.

Customer stories are among the top 5 most popular forms of content marketing.

2.

They are an important and necessary sales tool. Just like references for a job interview, they aren’t going to make a sale but without good ones, it may cause a delay in the sales process.

The six coaches are fully qualified British Fencing Association and/or the British Academy of Fencing Coaches. The club run a Junior beginners course every year in October and Senior beginners courses run throughout

3.

You’ll be able to ‘walk a mile in your customers’ shoes’, it will help boost your relationship with them.

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When your customer is the hero of your story – not Trafford Leisure – a loyal fan is the result.

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They show that customers value our products and services.

the year.

Tips for promoting and getting current stories… REMEMBER! A compelling success story is about your customer, not you or Trafford Leisure. Great stories about your heroes (your customers) have embedded emotions, feelings, values, knowledge, wisdom, insights & lifestyle. Tell the story in your

Get Your Work Email...

customer’s own words! •

Use story prompts that generate a story for you...

Accessing your email account is simple, simply follow these instructions:

•

Tell me about the person who has helped you the most? And what did that person mean to you?

Apple iPhone/iPad

Android Smartphone/Tablet

•

Share with me that experience when...

•

Paint the full picture for me when…

1.

Click Settings

1.

Go into Main Menu or All Apps

•

Enlighten me about a time when…

2.

Click Mail Contacts Calendars

2.

Click Settings

•

Describe what you have learned during the…

3.

Add Account

3.

Click Email & then settings

•

Tell me how our service has improved your day-to-day-life?

4.

Microsoft Exchange

4.

Add Account

Enter Email Address & password you use when

6.

Enter Email Address & password you

5.

logging into Windows

use when logging into Windows

Capture positive moments with pictures/videos of your customers

6.

Server Address – remote.traffordleisure.co.uk

computer

Why? Because they make the story even more authentic and interesting.

7.

Enter traffordcl into the Domain

i.e your.name@traffordleisure.co.uk

8.

Username – Same as you log onto PC with

7.

Click Microsoft Exchange

i.e. name 9.

Everything should have a tick next to it

10. Select whether you want Contacts & Calendar

click continue 8.

synced with your Mail 11. Save

Server Address – remote.traffordleisure. co.uk

9.

Enter traffordcl into the Domain

Ask their permission to publish pictures/videos We hope to publish and cross promote your customer success stories in our newsletters, newspaper or social media platforms.

10. Username – Same as you log onto

Web Access 1. Open you web browser 2.

Type “https://remote.traffordleisure.co.uk/owa into the address”.

3.

Save this a favourite for later. name

11. Leave this server requires an encrypted SSL connection ticked 12. Select whether you want Contacts

Don’t sit on your customer success story! Share your story with marketing and they will ensure that everybody who needs to know about your story, knows about it.

& Calendar synced with your Mail 13. Leave on Push mail 14. Finish Setup

5.

Your password is initially set to be your surname

You don’t have to write the story!

6.

Once you have logged through to the Outlook Web App please

Marketing can help you to gather any further information required and will ensure your

change your password using the option function on the right-hand 4

PC with i.e. name

touch with our IT Support team on: 01565 722 280

story is a well written piece. 9

Sales Tips for the New Year Put the potential customer in the learning zone and sell more! To sell swimming, gymnastics, fitness, golf, sport or any other products spend time helping your customers to learn. Think about how you learn? You may learn by asking questions, listening or thinking and answering questions. Other ways of learning for you might be being open to new ideas, solutions, testing new ways of doing something even if you fear it may not work or asking an expert for advice. Your customers are no different! To help your customers engage with you and for them to learn about how you can help them, take the time to:

The name’s Bond… James Bond! Trafford Leisure’s annual Staff Awards took place this December at Urmston Leisure Centre. As always, the night was a huge success with 130 staff attending on the night of which many were recognised for their great achievements over the past year.

Disrupt: Disrupt the way the customer is thinking by introducing new ideas to help someone to learn to, for example: swim, lose weight or improve their golf handicap by advocating for alternative paths to achieve their goals, or asking questions to challenge the status quo and really listening. This is the first step in moving customers into the learning zone.

This years awards were themed as ‘Casino Royale’ and everybody made the effort to dress to impress! The night began with entertainment from Trafford Synchronised Swimming Club and a complimentary drink on arrival in the pool viewing area. We were later entertained by performances from“Resident Dancers” who dazzled us with an act of fire and stilt dancing. The party continued and everyone was able to take advantage of the bar, gun shooting and having a token bet on the casino tables!

Reframe: Reframe the discussion around new thinking, literally shaping the conversation by changing the lens through which the customer views swimming lessons, fitness, golf or any other activity. This puts the customer in the learning zone. Direct: Direct the customer to new and better possibilities. This differentiates you from the competition, many of your competitors have ‘auto-pilot’ price led conversations with

A big thank you to Simon Blair, Kelly Cooke, Alison Parr, Karen Winters, and Kate Wellock for making sure the room was prepared and ready for the night. Also a thank you goes to Fran Cunliffe, Phil Davies, Dale Farnell, Jonathan Francis, Brenda McCann, Mike McShane, Sammy Toner and Brian Wright, who came in especially to give their own time to help set up on the day. A further big thank you to all the people who stayed behind to help clear away, it made Sunday a lot easier for the staff.

customers. Avoid the price, offer or facilities battle and instead YOU, as the expert, add value. If you want to avoid the ‘auto-pilot’ talking about prices, facilities, you need to motivate your customer into the learning zone. To do so, remember this simple model: disrupt, reframe, redirect. When you unleash value, you set yourself and Trafford Leisure apart from the competition.

A final massive thank you has to go to Heather Gaulton who helped with the set up, but who also produced all the banners, certificates, trophies, presentation, videos, music and table pieces with support from Alison and Kate! Thank you for making the night such a great, fun and huge success! The feedback following the night shows that truly everyone had a wonderful night.

Most importantly – you put the customer ‘at the heart’ of everything you do.

£

For Macmillan

The Grand total - £1160.50

The West Locality held two coffee mornings and two raffles. There were over 80 prizes from some very generous people! We had everything from a fish tank to a Daytona session. The Macmillan coffee mornings were a great success, some of our lovely staff and customers baked an array of yummy cakes and treats for us. We would like to say thank you for all the support in helping us raise so much money, we couldn’t have done it without your generosity.

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Stewart Heap Employee Of The Year 2017

Stephen Darroch, Swim Well Manager - Stretford Sports Village

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Positive Impact On The Lives Of Others

Customer Employee Of The Year

Rising Star Employee Of The Year

Most Committed Individual

The Stewart Heap Employee Of The Year

Congratulations to Team Of The Year

Joshua Matthews, Active Living Manager for winning Positive Impact On The Lives

Of Others, Ian Sherriff, Fitness Instructor and Carol Woolstencroft, Swimming Teacher, for winning Customer Employee Of The Year, Becky Greenslade, Senior Leisure Assistant who won Rising Star, Kevin Lavin, Leisure Assistant who won Most Committed Individual and all the Admin Team from North, South, West and Central Locality for winning Team Of The Year. A massive congratulations to Swim Well Manager, Stephen Darroch who won The Stewart Heap Employee of the Year! This was a well deserved win with great comments from staff at all centres.

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