Members from across the country let us know how things are going and what the kids are looking for in their part of the country.

Hello from South Florida! Our proms are finishing up Mother's Day weekend. Some trends from last year are very present this year....flat front pants, vests becoming less and less worn. (even our weddings are eliminating vests) Tie and hankie combos are hot for my store in any color or print. Ties that you tie vs. the old rental pre-tied are a must! This year almost every rental that requested flat fronts are having us even take in the legs to give that slimmer fit.

The number one shirt going out is the black flat front lay down collar. Coat style has not mattered meaning, peak shawl notch....what has mattered is the tight fit. I bought the Illusion because of the youthful look. Now if the fit was better...like Ryan Seacrest, we'd have a gold mine! Shoes have not been an issue either. We have matte finish as well as the patent finish (multiple styles) and as long as they are not wearing their own shoes they rent whatever you have in their size.)

The trend we're seeing with the 8th grade dances this year is that they want to rent all but coat. Vest pants and shoes with a tie. Interesting but cute. It has been a successful 2010 prom season for my store....yeah!

Susan Damon
The Tux Shop
www.tuxshoppalmbeach.com  

From Sterling Hts MI
Prom season is looking brighter in 2010 as compared to 2009. Coming from the state with the worst economy in this “recession-hindered” country, we feel that Michigan’s economy has a long way to go but is beginning to show some signs of slow recovery. Hot colors so far for 2010 are Royal Blue, Aqua, Purple, Azalea, Turquoise, Red, and Tangerine. We have our biggest weeks just ahead of us and the season will end by the second week of June. Best of luck to everyone!

Robert E. Gafa
President/CEO
Birch Enterprises, Inc.
President Tuxedo
6501 Sims Drive
Sterling Heights, MI 48313
586-264-3400
www.presidenttuxedo.com 
 
From New Orleans
Prom is good so far, good as last year. White may be down a little and that is definitely a GOOD thing. One other thing is more students are asking for well fitted tuxedoes, not the over sized coats and pants like years past. Thank you Mr. President! I see a little light at the end of the tunnel. Back to work!

Sal Saputo
J & L Formalwear 

From LaJolla CA
phew......WE'RE EITHER SHORT ON STAFF, GETTING BUSIER, OR TOO DAMN OLD !!
A LITTLE EARLY, SINCE ALL OUR PROMS ARE THE END OF THE MONTH.BUT EVERYTHING IS IN PLACE,AND WE EXPECT A VERY GOOD PROM SEASON AS USUAL.
RESPECTFULLY ,

JANET & JERRY
A BETTER DEAL TUXEDOS
WWW.ABDTUXEDO.COM     
868 551 6044 PH

Milroy’s Tuxedos PROM 2010 - Midwest
Numbers were defiantly Up for 2010! Wholesale & Retail. With our Season Just ending May 15th and the largest weekend last 2 weeks of April and 1st week of May.

There was a lot of FUN in Tuxedos for 2010! The Dumb & Dumber Looks in Orange & Light Blue (along with Pink, Yellow, Purple & Green ) did very well & set us apart from our competitors –Combined ranking was in the Top 15 in theses coat styles - out of over 90 Prom Coat Styles rented.!. Also buy my surprise; the Camouflage Tuxedos was a sell out and ranked in the 20’s! Also Colored Tuxedos where the most expensive tuxedos – with Colored Hat, Cane, Socks – Came to over $200. Primarily Wholesale and some Retail Low PRICE was a bigger factor and was the first to sell out in out 1 button black notch. But our New 2 button notch was # 1 , followed by the Black & White Perry Ellis Virgos, Black & White Parisians, Black Joe, LaStrada, and Calvin Klein Infinity & Aston. Not far behind, the Black & White Mirages came back with new PROM Photography (good job FWI). This is the first Year some of my more expensive coats lost the top 10 Edge – Joseph Abboud and New Laurens (Price).

Color – Color – Color is what it is about in Accessories and we had over 550 different Ties & almost 300 Vests booked through the Prom Season. Besides the same old Black, Platinum, and Red – Fuchsia again, Tangerine, Purple, Saffron, Tropic, Turquoise, Royal/Horizon Blue, Watermelon, Ocean Blue topped the List, and even the Zebra & Leopard sold out.
Charged Upgrades Up this year – Flat Front Pants, Microfiber Shirts, Pocket Squares (Rental), Fashion Shoes. I hope everyone has a Great prom Season!

Dennis Schmidt
Milroy’s Tuxedo
Waterloo, IA 

From Hammond LA It's been to BUSY fme to calculate it just yet! However I have had no problems getting access matches because of the wide variety of colors in the dresses this year. With Alot of dresses having multiple colors in it, it seems more flexable somhow to find a solid to match some part of the girl's dresses! Unlike the past few years where everybody "HAD" to have fuschia!!!! Meanwhile... I have been very busy!!! Trish's Formal Affair 1105 W. Morris Ave. Hammond LA 70403 Phone : 935-543-0043

From Sterling Hts MI
The bulk of our prom is in the 1st 10 days of June. As of now the first 3 weeks we are up about 20% and all signs are showing that the end will be up even more. Its funny we tried a lot of new marketing things ( face book and texting) and something new we came up with gossip advertising. It is working well for us.

We push white coat black pants we don't even show white pants and didn't buy a good looking white shoe so I'm at 20 % white coats and black pants and 5 % white pants. As far as what has been popular, I'm not a good example we rent about 98 % black or white 2 button notch. Black pants and black or white shirt they rent what we put out on display and we make a bigger deal about the vest and tie. With just one store I can carry a lot of colors with out a big investment but all and all we are having a great season this will be my first year ever to break 2500 prom units and that has always been a goal!

But, I do see some signs that scare me. The first 11 schools that I chart and receive info from, prom attendance was down about 10 %. When asked it was all about the cost. I visited the proms; I went to 3 this year. I asked kids what they thought when tuxedos were returned they confirmed and I noticed a lot more suits and ties. Our requests for renting just tie and vest was way up this year. We don't do that and have some customers walk because of it. I just don't want to see it go that way.

I am also very involved in these school districts and policies and talks of cutting prom is being mentioned. They are all having to cut if that did happen I think I would sponsor the prom and put it on myself (interesting huh)?? I think we are a lot closer then we think to having to think that way or prom tuxedo rentals will change. Our average prom price so far is $128.75. I'm about $20.00 less across the board from MW. That helps the numbers. I could talk all night about it butr call me if you want to know more I think you would get a kick out of my gossip advertising its funny and it works. Thanks again.

Dan Wesner
Wesner Tuxedo
44585 Schoenherr Rd.
Sterling Heights MI 48313
Phone : 586-254-3838

Members from across the country let us know how things are going and what the kids are looking for in their part of the country.

Hello from South Florida! Our proms are finishing up Mother's Day weekend. Some trends from last year are very present this year....flat front pants, vests becoming less and less worn. (even our weddings are eliminating vests) Tie and hankie combos are hot for my store in any color or print. Ties that you tie vs. the old rental pre-tied are a must! This year almost every rental that requested flat fronts are having us even take in the legs to give that slimmer fit.

The number one shirt going out is the black flat front lay down collar. Coat style has not mattered meaning, peak shawl notch....what has mattered is the tight fit. I bought the Illusion because of the youthful look. Now if the fit was better...like Ryan Seacrest, we'd have a gold mine! Shoes have not been an issue either. We have matte finish as well as the patent finish (multiple styles) and as long as they are not wearing their own shoes they rent whatever you have in their size.)

The trend we're seeing with the 8th grade dances this year is that they want to rent all but coat. Vest pants and shoes with a tie. Interesting but cute. It has been a successful 2010 prom season for my store....yeah!

Susan Damon
The Tux Shop
www.tuxshoppalmbeach.com  

From Sterling Hts MI
Prom season is looking brighter in 2010 as compared to 2009. Coming from the state with the worst economy in this “recession-hindered” country, we feel that Michigan’s economy has a long way to go but is beginning to show some signs of slow recovery. Hot colors so far for 2010 are Royal Blue, Aqua, Purple, Azalea, Turquoise, Red, and Tangerine. We have our biggest weeks just ahead of us and the season will end by the second week of June. Best of luck to everyone!

Robert E. Gafa
President/CEO
Birch Enterprises, Inc.
President Tuxedo
6501 Sims Drive
Sterling Heights, MI 48313
586-264-3400
www.presidenttuxedo.com 
 
From New Orleans
Prom is good so far, good as last year. White may be down a little and that is definitely a GOOD thing. One other thing is more students are asking for well fitted tuxedoes, not the over sized coats and pants like years past. Thank you Mr. President! I see a little light at the end of the tunnel. Back to work!

Sal Saputo
J & L Formalwear 

From LaJolla CA
phew......WE'RE EITHER SHORT ON STAFF, GETTING BUSIER, OR TOO DAMN OLD !!
A LITTLE EARLY, SINCE ALL OUR PROMS ARE THE END OF THE MONTH.BUT EVERYTHING IS IN PLACE,AND WE EXPECT A VERY GOOD PROM SEASON AS USUAL.
RESPECTFULLY ,

JANET & JERRY
A BETTER DEAL TUXEDOS
WWW.ABDTUXEDO.COM     
868 551 6044 PH

Milroy’s Tuxedos PROM 2010 - Midwest
Numbers were defiantly Up for 2010! Wholesale & Retail. With our Season Just ending May 15th and the largest weekend last 2 weeks of April and 1st week of May.

There was a lot of FUN in Tuxedos for 2010! The Dumb & Dumber Looks in Orange & Light Blue (along with Pink, Yellow, Purple & Green ) did very well & set us apart from our competitors –Combined ranking was in the Top 15 in theses coat styles - out of over 90 Prom Coat Styles rented.!. Also buy my surprise; the Camouflage Tuxedos was a sell out and ranked in the 20’s! Also Colored Tuxedos where the most expensive tuxedos – with Colored Hat, Cane, Socks – Came to over $200. Primarily Wholesale and some Retail Low PRICE was a bigger factor and was the first to sell out in out 1 button black notch. But our New 2 button notch was # 1 , followed by the Black & White Perry Ellis Virgos, Black & White Parisians, Black Joe, LaStrada, and Calvin Klein Infinity & Aston. Not far behind, the Black & White Mirages came back with new PROM Photography (good job FWI). This is the first Year some of my more expensive coats lost the top 10 Edge – Joseph Abboud and New Laurens (Price).

Color – Color – Color is what it is about in Accessories and we had over 550 different Ties & almost 300 Vests booked through the Prom Season. Besides the same old Black, Platinum, and Red – Fuchsia again, Tangerine, Purple, Saffron, Tropic, Turquoise, Royal/Horizon Blue, Watermelon, Ocean Blue topped the List, and even the Zebra & Leopard sold out.
Charged Upgrades Up this year – Flat Front Pants, Microfiber Shirts, Pocket Squares (Rental), Fashion Shoes. I hope everyone has a Great prom Season!

Dennis Schmidt
Milroy’s Tuxedo
Waterloo, IA 

From Hammond LA It's been to BUSY fme to calculate it just yet! However I have had no problems getting access matches because of the wide variety of colors in the dresses this year. With Alot of dresses having multiple colors in it, it seems more flexable somhow to find a solid to match some part of the girl's dresses! Unlike the past few years where everybody "HAD" to have fuschia!!!! Meanwhile... I have been very busy!!! Trish's Formal Affair 1105 W. Morris Ave. Hammond LA 70403 Phone : 935-543-0043

From Sterling Hts MI
The bulk of our prom is in the 1st 10 days of June. As of now the first 3 weeks we are up about 20% and all signs are showing that the end will be up even more. Its funny we tried a lot of new marketing things ( face book and texting) and something new we came up with gossip advertising. It is working well for us.

We push white coat black pants we don't even show white pants and didn't buy a good looking white shoe so I'm at 20 % white coats and black pants and 5 % white pants. As far as what has been popular, I'm not a good example we rent about 98 % black or white 2 button notch. Black pants and black or white shirt they rent what we put out on display and we make a bigger deal about the vest and tie. With just one store I can carry a lot of colors with out a big investment but all and all we are having a great season this will be my first year ever to break 2500 prom units and that has always been a goal!

But, I do see some signs that scare me. The first 11 schools that I chart and receive info from, prom attendance was down about 10 %. When asked it was all about the cost. I visited the proms; I went to 3 this year. I asked kids what they thought when tuxedos were returned they confirmed and I noticed a lot more suits and ties. Our requests for renting just tie and vest was way up this year. We don't do that and have some customers walk because of it. I just don't want to see it go that way.

I am also very involved in these school districts and policies and talks of cutting prom is being mentioned. They are all having to cut if that did happen I think I would sponsor the prom and put it on myself (interesting huh)?? I think we are a lot closer then we think to having to think that way or prom tuxedo rentals will change. Our average prom price so far is $128.75. I'm about $20.00 less across the board from MW. That helps the numbers. I could talk all night about it butr call me if you want to know more I think you would get a kick out of my gossip advertising its funny and it works. Thanks again.

Dan Wesner
Wesner Tuxedo
44585 Schoenherr Rd.
Sterling Heights MI 48313
Phone : 586-254-3838

At a time when everyone is tired and tempers are short, a reaffirmation of good leadership skills for yourself and your overworked staff could be much appreciated. The level of customer service your staff is providing at this stage of the prom season has probably changed in the past month or so. That wedding fitting that has waited 45 minutes to be waited on, may be your groom of tomorrow. He always seems to step up when you have lots of stock to put away, while watching over a difficult mother one of the staff is dealing with and are running over the list of unreturned items in your head trying to decide how to cover them for this week among a few of the myriad of options. That is when the next person in line says they are here to be fitted for an October wedding and you would like to hit them sooner then fit them! These times at this point in the season are when a quick affirmation to your self about why and how you do your job affects everyone’s future. And, will help you and them to keep perspective.

Whatever your position in the company and what ever the size of the company, this time of year we all need to hear “You are doing a great job!” The sheer volume of time necessary to turn week after week out the door at the high numbers most are stores are reporting is exhausting. And, with these numbers most certainly the number of issues to deal with has also increased. The young man who got the wrong shoes, the kid who got a white shirt and wanted black, the apparently hard to adjust vest they say was WAY too big etc etc etc.. takes its toll. The fatigue, the stress, the repetitiveness, all come together to wear you down. Did a little research and found a couple of good ideas to send your way. Hang in there!
Visible Management. At a time when companies are asking staff to go the extra mile, managers and supervisors have to be willing to do this as well. This is the time for managers to get out of their offices and appear on the front line. If managers "carry water" for their customer service staff, this supports those workers and underscores the value of the work they do.

Remember: managers are coaches, mentors, and cheerleaders, so staff under pressure needs them to be visible. Even if managers merely listen to staff vent, give them a pat on the back for a job well done, or are available for answering questions, staff will not forget these validating efforts.

These behaviors create a win/win feeling throughout the operation. Employees feel supported. Managers feel the value of what they were doing from the feedback of their employees One business owner told of an afternoon ice cream sundae break. Not long in duration but a great moral booster..

Prepare People for What They Are About to Face. Let your staff know they're approaching this high-volume period and how long it will last. Staff will have an easier time coping with extraordinary demands if they know what's coming. Help your staff take on the work ahead of them as a challenge, rather than as a burden. In your meetings, talk about the high-demand period before it starts. Your staff shouldn't have to face any surprises. If they know they're facing greater pressures, they will probably later report that it wasn't as bad as they thought it would be—once they make it through the period.

Here are some suggestions you can use in your meetings to prepare your staff: 

• Alert them to the heightened emotional state of their customers. Get them to look at this increased energy from the customers' point of view. Remember: your customers are also pressured for time.
• Ask your staff about experiences they've had as customers when dealing with other companies during peak-volume periods. How were they treated? What did they like? What didn't they like?
•  Be available to answer all their questions. Even if they don't have any at the moment, knowing you're available to them will make a big difference.
•  Encourage them to be friendly and use humor when appropriate with stressed customers.
•  Talk about how to handle customers when they are upset. This topic is another book in itself, but the most important thing is to show genuine concern and know the procedures you want followed when something occurs.
•  Let your staff know how important this period is for the economic success of your company. This is the time when your organization can prove itself to its highest volume of customers and keep them coming back.
   

Practice Ongoing Coaching. Above all, don't stop your coaching efforts, even in your busy periods. You may need to reduce the amount of time you spend on coaching, but don't eliminate coaching altogether. That sends the wrong signal about continuous quality improvement. And besides, what better time to coach your staff than while they're in the midst of the action?

Give your staff the opportunity to listen to good examples of customer service from others in the organization. Let them also hear some bad examples, especially where the staff person was arrogant, or irritated with customers. Many people have no idea how they appear to others. Some of the comments may even be about you. Did I provide you with enough information to do your job? Is their something else I can do to make your life easier? Choose the standards of behavior you wish to promote, underscore them, and point out how an interaction could have been handled better.

Employee Rewards and Recognition. Show your staff you care and that you value their extra efforts during these critical periods. When the peak period has subsided, maybe a celebration party and a sincere thank you for their support is in order. Let them know you're planning a celebration, so they can look forward to it. You can bet they'll deliver for you again in the next crunch period.

A celebration party at the end of the peak period is exciting, but that shouldn't stop you from holding "mini" celebrations during the heavy times. "Quarter way," "halfway," and "almost there" marks. If you know how long your peak period runs, celebrate milestones when you reach them. You can do this with small giveaways, such as candy kisses or single roses for the staff.

Pep Talks From Experienced Staff. Your experienced workers can become cheerleaders for your front-line customer response staff. They've "been there, done that." They can relate to specific situations or the stress new hires are dealing with and can share their observations in ways that will be more meaningful, precisely because of their previous hands-on experience.

As a bonus, your experienced staff will have a greater feeling of being needed and valued, a feeling that their tenure means something. Your new staff will be motivated and feel they are part of a larger effort.
Allow for "Steam Blowers." Let's face it. Everyone needs to vent from time to time, to blow off some steam. Allow your staff the opportunity to talk about their frustrations, their stress, and the reasons for it.
The key to managing steam blowers is to keep the negativity enclosed, within limits. If everyone is constantly venting, no work will ever get done and staff can easily talk themselves into a negative mood.

But periodic interludes for discussions about stress and the pressure of work are a real gift for your staff.
Hold an open forum to discuss customer interactions. Ask each member of your staff to describe situations that were particularly difficult for him or her to handle, particular customer behaviors that were annoying. Ask how others would have managed these kinds of situations or customers. Let your staff share with each other communication strategies that helped them manage difficult interactions. If you manage the negativity, it will be less likely to spread during work hours.

Share Staff Successes. There isn't a better feeling in the world than when you know you've turned a situation around with a customer or handled a frustration so well it never escalated. Staff need to talk about their wins as well as their frustrations.
This type of sharing can create a strong sense of commitment toward the delivery of quality, as well as allow people the chance to toot their own horns. This feeling can become contagious, especially when staff realize that it's a lot more fun to have these positive experiences rather than negative ones. So, staff become inspired to create more and more of these successes.
If a customer sends a warm thank-you letter, enlarge it and post it in a prominent place. Broadcast it in as many ways as possible. If you get a lot of these letters, start your morning off by reading one of them. If you receive such a letter by fax in the middle of the day, take a moment and read it during the lunch period, if your staff eats together in a lunch room. All too often we only give people bad news, when a little good news goes a long way toward recommitting attitudes.

Keep Your Staff as Well Informed as Your Customers. Nothing is more frustrating to customers than to reach someone on the phone who hasn't been informed of a special sale the company is advertising in newspapers or on the radio etc. Staff are equally embarrassed to be asked about something that is known to everybody in the world but them.

Encourage your staff to never pretend they know about something when they don't. Also, coach your staff to not treat customers with suspicion if they're better informed than the service provider. That sometimes happens—and everyone needs to be gracious in those uncomfortable situations.

Manage Your Feedback. Use what you learn in your peak-volume period to ensure that your next high-volume time runs even more smoothly. Gather your staff together and ask them what they learned. You'll learn from them, you'll make them feel more valued, and they'll learn from the process as well. Too many times, we have a wealth of experience we never fully use. You can bring them out for the next high-demand period, so you continue your improvement.

Any one of these strategies can help you greatly improve customer service during peak-volume periods. Combining several can create an exponential effect that is truly staggering. The key is to deliberately prepare for what you want to achieve. Maintaining superior customer service during periods of high volume demands advance preparation and continuous nurturing. The results are well worth it in terms of happier staff, satisfied customers, and regenerated managers! Good luck out there! Feel free to share any suggestions or stories on what works in your business editor@formaltimes.com. 
 

At a time when everyone is tired and tempers are short, a reaffirmation of good leadership skills for yourself and your overworked staff could be much appreciated. The level of customer service your staff is providing at this stage of the prom season has probably changed in the past month or so. That wedding fitting that has waited 45 minutes to be waited on, may be your groom of tomorrow. He always seems to step up when you have lots of stock to put away, while watching over a difficult mother one of the staff is dealing with and are running over the list of unreturned items in your head trying to decide how to cover them for this week among a few of the myriad of options. That is when the next person in line says they are here to be fitted for an October wedding and you would like to hit them sooner then fit them! These times at this point in the season are when a quick affirmation to your self about why and how you do your job affects everyone’s future. And, will help you and them to keep perspective.

Whatever your position in the company and what ever the size of the company, this time of year we all need to hear “You are doing a great job!” The sheer volume of time necessary to turn week after week out the door at the high numbers most are stores are reporting is exhausting. And, with these numbers most certainly the number of issues to deal with has also increased. The young man who got the wrong shoes, the kid who got a white shirt and wanted black, the apparently hard to adjust vest they say was WAY too big etc etc etc.. takes its toll. The fatigue, the stress, the repetitiveness, all come together to wear you down. Did a little research and found a couple of good ideas to send your way. Hang in there!
Visible Management. At a time when companies are asking staff to go the extra mile, managers and supervisors have to be willing to do this as well. This is the time for managers to get out of their offices and appear on the front line. If managers "carry water" for their customer service staff, this supports those workers and underscores the value of the work they do.

Remember: managers are coaches, mentors, and cheerleaders, so staff under pressure needs them to be visible. Even if managers merely listen to staff vent, give them a pat on the back for a job well done, or are available for answering questions, staff will not forget these validating efforts.

These behaviors create a win/win feeling throughout the operation. Employees feel supported. Managers feel the value of what they were doing from the feedback of their employees One business owner told of an afternoon ice cream sundae break. Not long in duration but a great moral booster..

Prepare People for What They Are About to Face. Let your staff know they're approaching this high-volume period and how long it will last. Staff will have an easier time coping with extraordinary demands if they know what's coming. Help your staff take on the work ahead of them as a challenge, rather than as a burden. In your meetings, talk about the high-demand period before it starts. Your staff shouldn't have to face any surprises. If they know they're facing greater pressures, they will probably later report that it wasn't as bad as they thought it would be—once they make it through the period.

Here are some suggestions you can use in your meetings to prepare your staff: 

• Alert them to the heightened emotional state of their customers. Get them to look at this increased energy from the customers' point of view. Remember: your customers are also pressured for time.
• Ask your staff about experiences they've had as customers when dealing with other companies during peak-volume periods. How were they treated? What did they like? What didn't they like?
•  Be available to answer all their questions. Even if they don't have any at the moment, knowing you're available to them will make a big difference.
•  Encourage them to be friendly and use humor when appropriate with stressed customers.
•  Talk about how to handle customers when they are upset. This topic is another book in itself, but the most important thing is to show genuine concern and know the procedures you want followed when something occurs.
•  Let your staff know how important this period is for the economic success of your company. This is the time when your organization can prove itself to its highest volume of customers and keep them coming back.
   

Practice Ongoing Coaching. Above all, don't stop your coaching efforts, even in your busy periods. You may need to reduce the amount of time you spend on coaching, but don't eliminate coaching altogether. That sends the wrong signal about continuous quality improvement. And besides, what better time to coach your staff than while they're in the midst of the action?

Give your staff the opportunity to listen to good examples of customer service from others in the organization. Let them also hear some bad examples, especially where the staff person was arrogant, or irritated with customers. Many people have no idea how they appear to others. Some of the comments may even be about you. Did I provide you with enough information to do your job? Is their something else I can do to make your life easier? Choose the standards of behavior you wish to promote, underscore them, and point out how an interaction could have been handled better.

Employee Rewards and Recognition. Show your staff you care and that you value their extra efforts during these critical periods. When the peak period has subsided, maybe a celebration party and a sincere thank you for their support is in order. Let them know you're planning a celebration, so they can look forward to it. You can bet they'll deliver for you again in the next crunch period.

A celebration party at the end of the peak period is exciting, but that shouldn't stop you from holding "mini" celebrations during the heavy times. "Quarter way," "halfway," and "almost there" marks. If you know how long your peak period runs, celebrate milestones when you reach them. You can do this with small giveaways, such as candy kisses or single roses for the staff.

Pep Talks From Experienced Staff. Your experienced workers can become cheerleaders for your front-line customer response staff. They've "been there, done that." They can relate to specific situations or the stress new hires are dealing with and can share their observations in ways that will be more meaningful, precisely because of their previous hands-on experience.

As a bonus, your experienced staff will have a greater feeling of being needed and valued, a feeling that their tenure means something. Your new staff will be motivated and feel they are part of a larger effort.
Allow for "Steam Blowers." Let's face it. Everyone needs to vent from time to time, to blow off some steam. Allow your staff the opportunity to talk about their frustrations, their stress, and the reasons for it.
The key to managing steam blowers is to keep the negativity enclosed, within limits. If everyone is constantly venting, no work will ever get done and staff can easily talk themselves into a negative mood.

But periodic interludes for discussions about stress and the pressure of work are a real gift for your staff.
Hold an open forum to discuss customer interactions. Ask each member of your staff to describe situations that were particularly difficult for him or her to handle, particular customer behaviors that were annoying. Ask how others would have managed these kinds of situations or customers. Let your staff share with each other communication strategies that helped them manage difficult interactions. If you manage the negativity, it will be less likely to spread during work hours.

Share Staff Successes. There isn't a better feeling in the world than when you know you've turned a situation around with a customer or handled a frustration so well it never escalated. Staff need to talk about their wins as well as their frustrations.
This type of sharing can create a strong sense of commitment toward the delivery of quality, as well as allow people the chance to toot their own horns. This feeling can become contagious, especially when staff realize that it's a lot more fun to have these positive experiences rather than negative ones. So, staff become inspired to create more and more of these successes.
If a customer sends a warm thank-you letter, enlarge it and post it in a prominent place. Broadcast it in as many ways as possible. If you get a lot of these letters, start your morning off by reading one of them. If you receive such a letter by fax in the middle of the day, take a moment and read it during the lunch period, if your staff eats together in a lunch room. All too often we only give people bad news, when a little good news goes a long way toward recommitting attitudes.

Keep Your Staff as Well Informed as Your Customers. Nothing is more frustrating to customers than to reach someone on the phone who hasn't been informed of a special sale the company is advertising in newspapers or on the radio etc. Staff are equally embarrassed to be asked about something that is known to everybody in the world but them.

Encourage your staff to never pretend they know about something when they don't. Also, coach your staff to not treat customers with suspicion if they're better informed than the service provider. That sometimes happens—and everyone needs to be gracious in those uncomfortable situations.

Manage Your Feedback. Use what you learn in your peak-volume period to ensure that your next high-volume time runs even more smoothly. Gather your staff together and ask them what they learned. You'll learn from them, you'll make them feel more valued, and they'll learn from the process as well. Too many times, we have a wealth of experience we never fully use. You can bring them out for the next high-demand period, so you continue your improvement.

Any one of these strategies can help you greatly improve customer service during peak-volume periods. Combining several can create an exponential effect that is truly staggering. The key is to deliberately prepare for what you want to achieve. Maintaining superior customer service during periods of high volume demands advance preparation and continuous nurturing. The results are well worth it in terms of happier staff, satisfied customers, and regenerated managers! Good luck out there! Feel free to share any suggestions or stories on what works in your business editor@formaltimes.com. 
 

Offered For Sale
Tuxedos:
Black Double Breasted Jackets (shawl & notch)
Silver Spirit Jackets, Tail coats, pants, cummerbunds and bow ties
White Shantung Dinner Jackets

Vest and Tie collections:
Philip Stewart mandarin collar vest in Black only
Hudson full back vest and bow tie in Black & White only
Celebrations full back vest in Platinum only
Barrington full back vest in Silver only
Citi-Lites full back vest, bow ties and windsor ties in Black, White, Ivory, Platinum, Ruby, Hunter, Plum, Celedon, Premier Teal, Violet, & Desert Blue
Celebrity Paisley full back vest, bow ties, and cravats in Black, White, Silver, Champagne, Sage, Heather, & Desert Blue
Double take full back and backless vest and bow ties in Black, White, Ivory, Black & White, Sunlight, Taupe, Red, Ocean Blue, Plum, & Hunter
Phaze full back vest and bow ties in Black, White, Ivory, Platinum, Gold, Burgundy, & Eggplant
Silhouette high cut vests and bow ties in Black, White, Ivory, Black & White (Silver), Gold, Hunter, Burgundy, Navy
Renesance Paisley vests and bow ties in Black, White, Ivory, Red, Silver & Gold, Burgundy & Gold, Navy & Gold, Hunter & Gold, Purple & Gold
Genesis Paisley low cut vests in Black, White, White w/ Black trim, Black & White, Charcoal, Kelly Green, Royal Blue, Azalea, Peach, Purple, & Teal

All Styles can be viewed at http://www.bunnytuxedos.com/html/discontinued.html

Thanks,
Stacey Nelson
Bunny Tuxedos
3956 30th Street SW
Grandville, MI 49418
(616) 538-1760
www.bunnytuxedos.com
customerservice@bunnytuxedos.com

Friar Tux Shop Anaheim CA offers for sale
Gateway Black & White Square Toe Shoe 500 pairs good condition
Men’s size 6.5 – 16 very balanced scale $ 3.00 /pair
Contact – Vincent Lombardo 714 932 1098 or 714 635 4775

Offered for Sale

Button machines for sale 600.00 each
Black 100% Luxe Microfiber shirts for sale new in packages M-5- 29, M-7- 24, L-3- 17, L-5 - 31 , L-7 -9 total 110 new black shirts, $ 10.00 each Marty 716-994-1449
After Six Canterbury 1 Button Peak 3 Boys thru 16 Boys, 34S thru 50S, 37R thru 60R, 40L thru 60L, 42Xl thru 50Xl, total 88 coats Brand New with joker Tags still on coats 40.00 Each

Marty's Formal Wear
5548 Main Street
Williamsville, NY 14221

Business phone 716-633-8656
cell phone 716-994-1449
marty@martysformalwear.com  

Offered For Sale by Trish’s Formal Affair
A Large number of hanging vest and tie boards for displaying fullback vests and smaller ones for bow ties.

Oscar de la Renta Contour I 2Btn Coats All in Very Good Condition $25 a Coat or $20 each to take all!

$15 backless vest with bow tie (if avail) $10 each set to take all!
"Freedom"
"Citi Lites"
"Versailles"
"Sunsets"(All Backless) various colors.

Wanted to Buy
Fill in After Six Coats
White Avalons
Black Roma II
Black Prado 3 button

A customer called and inquired about these vests and the information to call them back was mislaid. Feel free to call again. Busiest week of prom is done!
Call for complete scales on items for sale and further information on all:
985-543-0043 Ask for Trish
Trishstux@gmail.com  

Wanted to Buy
I need your used basic coats to sell to a choir. Looking for Notch or Peak 1 or 2 button black coats. Used is what I sell to them but they cannot be used to death. Will buy complete lines for the right price.
Lee

Tuxedos by Lee
tuxbylee@comcast.net  
801-916-3077

Wanted to Buy
Looking for Mirage jackets also
tangerine enchantment Windsor ties
call sal 504-340-4544
J&L FORMAL

Wanted To Buy
Lord West Crown Collection Tone on Tone striped pants.
Please call Rick Merlo 519-966-8899
email size range to rcmerlo@merloformals.com
 

Wanted To Buy
Needed: basic tuxes, black and white.
Also need equipment for warehouse.
Contact Pete Reems
Reems Formal Wear Thomaston, Ga. 30286 or e-mail pawpete56@yahoo.com

Offered For Sale
Tuxedos:
Black Double Breasted Jackets (shawl & notch)
Silver Spirit Jackets, Tail coats, pants, cummerbunds and bow ties
White Shantung Dinner Jackets

Vest and Tie collections:
Philip Stewart mandarin collar vest in Black only
Hudson full back vest and bow tie in Black & White only
Celebrations full back vest in Platinum only
Barrington full back vest in Silver only
Citi-Lites full back vest, bow ties and windsor ties in Black, White, Ivory, Platinum, Ruby, Hunter, Plum, Celedon, Premier Teal, Violet, & Desert Blue
Celebrity Paisley full back vest, bow ties, and cravats in Black, White, Silver, Champagne, Sage, Heather, & Desert Blue
Double take full back and backless vest and bow ties in Black, White, Ivory, Black & White, Sunlight, Taupe, Red, Ocean Blue, Plum, & Hunter
Phaze full back vest and bow ties in Black, White, Ivory, Platinum, Gold, Burgundy, & Eggplant
Silhouette high cut vests and bow ties in Black, White, Ivory, Black & White (Silver), Gold, Hunter, Burgundy, Navy
Renesance Paisley vests and bow ties in Black, White, Ivory, Red, Silver & Gold, Burgundy & Gold, Navy & Gold, Hunter & Gold, Purple & Gold
Genesis Paisley low cut vests in Black, White, White w/ Black trim, Black & White, Charcoal, Kelly Green, Royal Blue, Azalea, Peach, Purple, & Teal

All Styles can be viewed at http://www.bunnytuxedos.com/html/discontinued.html

Thanks,
Stacey Nelson
Bunny Tuxedos
3956 30th Street SW
Grandville, MI 49418
(616) 538-1760
www.bunnytuxedos.com
customerservice@bunnytuxedos.com

Friar Tux Shop Anaheim CA offers for sale
Gateway Black & White Square Toe Shoe 500 pairs good condition
Men’s size 6.5 – 16 very balanced scale $ 3.00 /pair
Contact – Vincent Lombardo 714 932 1098 or 714 635 4775

Offered for Sale

Button machines for sale 600.00 each
Black 100% Luxe Microfiber shirts for sale new in packages M-5- 29, M-7- 24, L-3- 17, L-5 - 31 , L-7 -9 total 110 new black shirts, $ 10.00 each Marty 716-994-1449
After Six Canterbury 1 Button Peak 3 Boys thru 16 Boys, 34S thru 50S, 37R thru 60R, 40L thru 60L, 42Xl thru 50Xl, total 88 coats Brand New with joker Tags still on coats 40.00 Each

Marty's Formal Wear
5548 Main Street
Williamsville, NY 14221

Business phone 716-633-8656
cell phone 716-994-1449
marty@martysformalwear.com  

Offered For Sale by Trish’s Formal Affair
A Large number of hanging vest and tie boards for displaying fullback vests and smaller ones for bow ties.

Oscar de la Renta Contour I 2Btn Coats All in Very Good Condition $25 a Coat or $20 each to take all!

$15 backless vest with bow tie (if avail) $10 each set to take all!
"Freedom"
"Citi Lites"
"Versailles"
"Sunsets"(All Backless) various colors.

Wanted to Buy
Fill in After Six Coats
White Avalons
Black Roma II
Black Prado 3 button

A customer called and inquired about these vests and the information to call them back was mislaid. Feel free to call again. Busiest week of prom is done!
Call for complete scales on items for sale and further information on all:
985-543-0043 Ask for Trish
Trishstux@gmail.com  

Wanted to Buy
I need your used basic coats to sell to a choir. Looking for Notch or Peak 1 or 2 button black coats. Used is what I sell to them but they cannot be used to death. Will buy complete lines for the right price.
Lee

Tuxedos by Lee
tuxbylee@comcast.net  
801-916-3077

Wanted to Buy
Looking for Mirage jackets also
tangerine enchantment Windsor ties
call sal 504-340-4544
J&L FORMAL

Wanted To Buy
Lord West Crown Collection Tone on Tone striped pants.
Please call Rick Merlo 519-966-8899
email size range to rcmerlo@merloformals.com
 

Wanted To Buy
Needed: basic tuxes, black and white.
Also need equipment for warehouse.
Contact Pete Reems
Reems Formal Wear Thomaston, Ga. 30286 or e-mail pawpete56@yahoo.com

“Have you ever wondered which hurts the most: saying something and wishing you had not, or saying nothing, and wishing you had?” ~Unknown~

People will forget what you said.
People will forget what you did.
But people will never forget how you made them feel.

~ Anonymous~

“Have you ever wondered which hurts the most: saying something and wishing you had not, or saying nothing, and wishing you had?” ~Unknown~

People will forget what you said.
People will forget what you did.
But people will never forget how you made them feel.

~ Anonymous~

The opinions expressed by the authors do not reflect necessarily of the Association of  International Formalwear, its officials, directors or personnel. Each author is the unique person in charge of her or his content.

The opinions expressed by the authors do not reflect necessarily of the Association of  International Formalwear, its officials, directors or personnel. Each author is the unique person in charge of her or his content.