This is professional speaker Steve Maguire's 1/2 day staff training event for the Old Colony YMCA at the Whitman Middle School in Whitman, MA. This session covered many topics including... customer service, verbal and non-verbal communication, goal setting and the reality of working with families and kids.

3. From: Suzanne Fennelly <suzefennelly@comcast.net>
Date: October 18, 2012 7:23:04 AM
To: 'Stephen Maguire' <maguirepresentations@me.com>
Subject: RE: Update on Nolan
Hi Steve - Nolan is adorable and adjusting very well to school. He
seems to be very comfortable with the other children in the class. He
loves to play with the legos and that seems to be popular in their
class. It It is early in the year and there is a lot of adjustment for these
little guys as coming to school is a very big step for them. I am always
amazed that they can come in to a group of peers and adults that they
do not know, and blend so well together in such a short period of time!
He is right where he should be at this point in the year! His teachers
will be able to give you more feedback as the months progress but
right now....no worries!!!
Sincerely,
Suzanne and Judy

5. “I’m sposed to be on
like mega-psych meds,
but they make me feel
wicked retarded, so I
don’t take them.
F&@k that”

7. JUNE IS FRIDAY NIGHT
JULY IS SATURDAY
AUGUST IS SUNDAY
AFTERNOON!
YOU KNOW YOU WORK IN EDUCATION IF
YOU CAN RELATE TO THIS…

12. CHEESEY TITLE OF
THE SPEAKER’S
PROGRAM.”
EVERYTHING MATTERS! ©
STEVE MAGUIRE: M.ED
GOTURNSTONE.COM

17. Mutual respects of our
TIME…• Electronic Devices - please! (we have lost
our minds)
• Match energy levels together - Please
participate
• Keep in mind that…the ultimate goal of our
time together is to get more awesome at
working with kids, families and each other!
• Keep in mind…ADD/ADHD (the packet),
sometimes… PD = PMITERN, DBPP

18. OUR KIDS AND FAMILIES
ARE #1 ALL THE TIME.
WITHOUT THEM, NOTHING
ELSE WOULD EXIST!
S AND FAMILIES ARE

20. JET BLUE DOES IT
RIGHT...
“THANK YOU FOR FLYING
JETBLUE, WITHOUT YOU,
WE’D JUST BE A BUNCH
OF TVS FLYING AROUND
THE COUNTRY.”

23. SMILE MORE
CONTINUE TO LEARN TOGETHER -
“AS SOON AS YOU MEET SOMEONE
WHO KNOWS EVERYTHING, GET AS
FAR AWAY FROM THAT PERSON AS
POSSIBLE!”
THE SMILING KNOWOLOGIST

24. CHILDREN TODAY ARE…
AMAZING
FUNNY
CREATIVE
ENGAGED
EMPATHIC

26. WHAT DO YOU
LOVE ABOUT
YOUR JOB?

27. What did you
want to be when
you “grew up”?

33. HAVE FUN
NO PERSON ON THEIR DEATH BED
EVER SAID ‘I WISH I HAD SPENT
MORE TIME BEING MISERABLE’ -
FOCUS MORE ON THE CHILDREN IF
YOU ARE HAVING A BAD DAY!
APRIL VACATION SMILE

34. WE ARE ALL
STRESSED! ADD
JOY TO OUR DAY!

36. WALK A MILE
EXUDE EMPATHY AND
REMEMBER THAT IT’S EASY
TO JUDGE PEOPLE
(CHILDREN, FAMILIES &
COLLEAGUES) WHEN WE
DON’T KNOW THEIR STORY…

37. BALANCE IS THE
KEY…
STUDENT TEACHING
“THERE IS ALWAYS
TOMORROW”

39. CONTAGIOUS
JOY AND
MISERY IN THIS
VIDEO!

41. COMMUNICATE !
YOU SAY A LOT
WITHOUT SAYING A LOT!
TIM M.
FACE TO FACE

42. COMMUNICATE! (CONTINUED)
TONE! “SAY WHAT YOU
MEAN AND MEAN WHAT
YOU SAY, BUT DON’T
SAY IT MEAN!”
“LOOPER?!”

44. TYPICAL STAFF BREAKDOWN
100%ER
FOUNDATIONER
ALONG FOR THE RIDER
ANCHOR : “ARE YOU
HAPPY?”

45. ADD AND DON’T SUBTRACT…
AVOID BEING…
THE SKEPTIC : BETTER OR
BITTER?
THE KNOWOLOGIST
THE REMINISCER
THE HOARDER
THE EXTENDER

46. AMAZING
Customer Service
Stephen Maguire, M.Ed

48. “The
answer
was always
yes.”

49. Impressions make customer
service!
• Line of cars around the
corner waiting to get to the
drive through
• As the line increases, two
employees (upper teens, low
twenties) come outside for a
smoke break

51. Customer Service
What does it mean to
us? How do you feel
like you best provide it
now? What does it look
like at your place?

52. Why do
participants
come to your
programs?

53. CS at our place…
Smiling, happy positive people
AMAZING ‘kid relationship builders’ staff members
24 hour response time to emails
(immediate chat opportunities)
Staff recognition and support

54. Our goal of
AMAZING customer
service should be
to make any
reasonable
customer happy

55. If the expectation of
what the customer
is going to ask is
‘unreasonable’ or
negative, that is how
we will respond!

56. pect greatness… not negativ

57. What/who our
employees talk
about could be
picked up on by
anyone!

58. ‘Shock
people’ with
your
customer
service!

61. When people
feel safe, they
will want to
return

63. One small act
can make
someone happy,
but it might save
you $$$$$ as well

64. “Little things are big
things” Bertuccis

65. Let’s talk $$$$$…
• * Some percent of our budget
should be allocated to customer
service… Giveaways, thank yous,
feel goods, branding
• * Think about what our customer is
paying for and think how you can
sacrifice a small portion of that $$$$
to return it to them in another form

66. “We can’t afford to send a
gift/card/follow up/ etc.”
Excuse.
Can you afford not to have
customers?

69. The decision to
ask for help means
a person wants
HELP! Not how to
find the help!

71. Lots of people
want to feel
welcomed or
welcomed back
somewhere

74. Staff on their
phones
impacts
customers

75. cue the video!

77. PARENT(S)/G
UARDIAN(S)

78. 24 hour rule -
especially to the
seemingly
‘crazy’ parents
(AKA: me!)

81. From: Suzanne Fennelly <suzefennelly@comcast.net>
Date: October 18, 2012 7:23:04 AM
To: 'Stephen Maguire' <maguirepresentations@me.com>
Subject: RE: Update on Nolan
Hi Steve - Nolan is adorable and adjusting very well to school. He
seems to be very comfortable with the other children in the class. He
loves to play with the legos and that seems to be popular in their
class. It It is early in the year and there is a lot of adjustment for these
little guys as coming to school is a very big step for them. I am always
amazed that they can come in to a group of peers and adults that they
do not know, and blend so well together in such a short period of time!
He is right where he should be at this point in the year! His teachers
will be able to give you more feedback as the months progress but
right now....no worries!!!
Sincerely,
Suzanne and Judy

82. Best and worst
customer service
you have ever
experienced?
Why? How did it
make you feel?

83. intentional blank slide

85. 1. A ) It's fun to take
risks.
B ) I have fun without
taking risks.

86. 2.A ) I look for new
ways to do old jobs
B ) When one way
works well, I don't
change it.

87. 3.A ) I begin many
jobs that I never
finish.
B ) I finish a job
before starting a
new one.

88. 4.A ) I'm not very
imaginative in my work.
B ) I use my imagination
in everything I do.

89. 5.A ) I can analyze
what is going to
happen next.
B ) I can sense
what is going to
happen next.

90. 6. A ) I try to find the
one best way to solve
a problem.
B ) I try to find different
answers to problems.

91. is like pictures
going through my
head.
B ) My thinking is
like words going
through my head.

92. 8. A ) I agree with new
ideas before other
people do.
B ) I question new ideas
more than other people
do.

93. 9. A ) Other people
don't understand how
I organize things.
B ) Other people think I
organize well.

94. 10.A ) I have good
self-discipline.
B ) I usually act on my
feelings.

95. 11.A ) I plan time for
doing my work.
B ) I don't think about
the time when I work.

96. 12. A ) With a hard
decision, I choose what I
know is right.
B ) With a hard decision, I
choose what I feel is
right.

97. 13.A ) I do easy things
first and important things
later.
B ) I do the important
things first and the easy
things later.

98. 14. A ) Sometimes in a
new situation, I have too
many ideas.
B ) Sometimes in a new
situation, I don't have any
ideas.

99. 15.A ) I have to have a lot
of change and variety in
my life.
B ) I have to have an
orderly and well-planned
life.

100. 16.A ) I know I'm right,
because I have good
reasons.
B ) I know I'm right, even
without good reasons.

101. 17. A ) I spread my work
evenly over the time I
have.
B ) I prefer to do my
work at the last minute.

102. 18.A ) I keep everything in
a particular place.
B ) Where I keep things
depends on what I'm
doing.

103. 19.A ) I have to make
my own plans.
B ) I can follow
anyone's plans.

104. 20.A ) I am a very flexible
and unpredictable
person.
B ) I am a consistent and
stable person.

105. 21.A ) With a new task, I
want to find my own way
of doing it.
B ) With a new task, I
want to be told the best
way to it.

108. To Score...
•Give yourself one point for
each time you answered "A"
for questions: 1, 2, 3, 7, 8, 9,
13, 14, 15, 19, 20, 21.
•Give yourself one point for
each time you answered "B"
for questions: 4 ,5, 6, 10, 11,
12, 16, 17, 18.

109. Let’s have some fun
•0 - 8 Please Stand up
•How many books are you currently
reading? If given a book, where do you
begin reading it?
•Do you own or would love to own
a label maker. (does this bother
you?)
•Thumbs up/Thumbs Down for “GTKYG”
?

110. Let’s have some fun
•9-13 Please Stand up
•How many books are you currently
reading? If given a book, where do you
begin reading it
•Do you own or would love to own a label
maker. (does this bother you?)
•Thumbs up/Thumbs Down for “GTKYG”
?

111. Let’s have some fun
•14-21 Please Stand up
•How many books are you currently
reading? If given a book, where do you
begin reading it?
•Do you you own or would love to
own a label maker. (does this
bother you?)
•Thumbs up/Thumbs Down for “GTKYG”
?

112. Introvert

113. Extrovert

114. BE OPEN TO PLENTY OF RAY AND
HENRY MOMENTS…
RAY
HENRY

115. STEVE’S CONTACT INFO…
GOTURNSTONE.COM
STEVE@GOTURNSTONE.CO
M