IN THE ISSUE

Director’s Note

Celebrating People & Service

Upcoming Events

OUR MISSIONThe Department of Recreation, Parks and Cultural Affairs’ mission is to provide safe parks and facilities, enhance the quality of life as a provider of recreation and cultural experiences and ensure a customer focused parks system.

DeKalb County Interim CEO Lee May and the Board of Commissioners

The Park Bench

DEPARTMENT OF RECREATION, PARKS & CULTURAL AFFAIRS

DEPARTMENT QUARTERLY NEWSLETTER

FOURTH QUARTER VOLUME 2 ISSUE 4

OUR HIDDEN GEMFLAT SHOALS PARK

Location: 4462 Flat Shoals Pkwy.Decatur, GA 30034

Amenities:Playground (1)Walking TrailPavilion (2)Grill AreaPicnic TablesTennis Courts (4)Restrooms (2)

A Moment withROY E. WILSONDirector of Recreation, Parks & Cultural Affairs

Customer service is an integral part of any job that provides a

service. Whether your interaction with customers is directly or indirectly, internal or external, you are in the viable position of treating people well. But, do we all really know the importance and power of great customer service? As I have learned over the years, great customer service has more to do with attitude and a willingness to serve than technique. Everyone is capable of delivering great customer service and during my time here I have shared numerous anecdotes and aphorisms that I hope has given inspiration to enrich the employee’s day-to-day work experience and service to our customers.

At a time when value-added service has gotten way too iffy, maybe it is time for value-unique service. It’s no longer good enough to just have satisfied customers. With value-unique service, customers recall, return and refer others to those places that engaged them emotionally and left them with a positive experience. Creating a department of joy can help our organization become the customer’s “oasis of choice.” We need raving fans to sing our praises. You might think...what’s the difference? The difference is that raving fans, unlike satisfied customers, become part of our work force. They tell friends, family and co-workers about our services, facilities and employees. And, of course, good things happen!

Service with surprise . . . just like a box of Cracker Jack®! What would our customer service be like if it was run by Cracker Jack® and included a surprise for our customers? When you think about it, it was not the cool box or the caramelized popcorn we craved—it was the free prize inside. While the prize had little economic value, its emotional value was priceless. Surprise breaks the monotony of ho-hum, communicates a caring attitude and fosters an infectious spirit that customers cannot wait to narrate to others.Giving “value-unique” service is not about addition—but giving more than anticipated; a unique and unexpected creation. Usually when public service employees are asked to give more, they often think, “I’m already doing the best I can.” But if asked to pleasantly surprise more customers, they feel less like worker bees and more like fireflies. And when employees get to create, not just perform, they feel prized. This refreshingly novel brand of service leaves customers more than cheaply entertained—it leaves them richly stirred.

Great examples of this Cracker Jack® surprise are Zappos (the world’s largest online shoe and clothing store) which is ranked #2 in the U.S. in customer service and Miller Brothers, Ltd., an upscale men’s clothing store here in Atlanta. One of Zappos core values is “Create Fun and a Little Weirdness”. and implementing this core value they sent a bouquet of flowers to a

loyal customer after learning that she had an emergency appendectomy. And Miller Brothers, Ltd. placed a colorful gumball machine on a small table in the store’s entrance foyer along with a large bowl of bright shiny pennies. So, guess where Junior goes while dad is trying on slacks?

“The best way to find yourself is to lose yourself

in the service of others.” - Mahatma Gandhi

Some of us here in the department like, Marvin Billups, Vanessa Amos and Anya Shepherd have mastered this Cracker Jack® surprise style of customer service. However, they can only impact a few customers, imagine if there were more. What can you do to apply the CRACKER JACK® Principle? Like Cracker Jack®, position the surprise in a way that heightens the astonishment and amazement.

When we give, we receive – when a department does something good for somebody, that somebody feels good about them!Being on par in terms of quality only gets us into the game. Service wins the game.

So I challenge each of you with each customer interaction to give them a “happy to see you” or “happy to hear from you” kind of experience.

HAVING THAT “CRACKER JACK®”

CUSTOMER SERVICE

CELEBRATING THE PEOPLE & SERVICEANNUAL ADOPT-A-FAMILY LUNCHEON

ANNUAL EMPLOYEE APPRECIATION LUNCHEON

ARABIA MOUNTAINExplore

Nature Preserve & National Heritage AreaEnjoy nature programs like these at Arabia!Ranger RendezvousMeet up with Park Ranger Robby Astrove for a more rugged and adventurous experience of the Preserve. Our 4-5 mile hike will be moderate-difficult. Registration is required to receive trailhead directions and rendezvous location.

Adopt-A-Stream: Visual MonitoringJoin DeKalb County Adopt-A-Stream Coordinator Michael O’Shield to learn how to monitor water quality in neighborhood streams and rivers. For more information and registration contact, msoshield@dekalbcountyga.gov.

Birds of ArabiaLearn more about birds and their habitats with Atlanta Audubon Society and Ranger Robby. Our hike will venture through outcrops, forests, and wetlands as we note what we hear and see. Bring your binoculars!

For more information about these programs and more call, the Nature Center at 770-492-5220 or rlastrove@dekalbcountyga.gov.

(picture above) The tree harvested for the State Capitol Christmas.

3787 Klondike Road - Lithonia, GA 30038

Today is a great day to visit a park!

Find activities near your neighborhood, visit www.dekalbcountyga.gov/parks

Porter Sanford artS CenterRace for the Arts 5K Run/WalkMarch 298 amRegistration Deadline: March 27$25 Single Entry$20 per person (Groups /5 or more)www.portersanfordarts.org

atHLetICSYouth Track & FieldRegister Now - March 1Ages: 5-14$40 per child/ $50 after March 1Register at all recreation centers.

Exchange Instructional Tournament March 1Exchange Recreation Center2771 Columbia DriveDecatur, GA 30034Admission: FREE

County Cheer Off March 1Redan Recreation Center1849 Phillips RoadLithonia, GA 30058Admission: FREE

SPeCIaL eVentSSenior OlympicsRegistration: March 21 - April 21Ages: 50 & upFor more information, visit www.dekalbcountyga.gov/parks

CooPeratIVe eXtenSIonDiabetes Education Group MeetingFebruary 256:15pmDeKalb County Cooperative Extension Demonstration KitchenRSVP by 02/24 to 404-298-4080 to reserve your space

4-H Spring Fling College Tour 2014April 8-10Fee: $100Ages: 7th - 10th graders

araBIa MoUntaInVolunteer DayEvery 1st Saturday of the month All groups are encouraged to come out and volunteer. (Group size doesn’t matter) Visit http://arabiaalliance.org/event/mulching-madness/

Family Day 2nd Saturdays March 8, April 12 & May 10

Saint Phillips Women’s Group 5k Walk/RunMarch 8

Purple Warriors 5k Walk/Run April 19

Interpretive Hikes with Ranger RobbyEvery Friday and Sunday8:00amExplore the preserve’s hiking trails to lean about natural, cultural, and historical resources. Hikes are moderate for 2-3 hours. Bring plenty of water and wear closed toe shoes and long pants. Meet at the Nature Center, 3787 Klondike Rd, Lithonia, GA 30038

Triple Hike Challenge March 8 &16Visit http://monadnock.wpengine.com/triple-hike-challenge/

Department of Recreation, Parks & Cultural Affairs1300 Commerce Drive

3rd FloorDecatur, Georgia 30030

Administrative Office HoursMonday - Friday8:30 am - 5 pm404-371-2711

WHAT’S HAPPENING IN OUR PARKS