Creating Memorable Experenices

“My job is to create experiences”.  Debra Foster, Carver Center, Program Specialist I-- Loudoun County Parks, Recreation and Community Services (PRCS)

Creating Memorable Experiences for Your Senior Program Patrons

Adriana Carr, MPA, CPRP

Senior Resource Group Co-Chair Elect 2019

Lee Senior Center Director

Arlington County Department of Parks and Recreation

Instead of looking at how you provide good customer service, think about how you might develop meaningful experiences with your programming.  I will explain. Look through job sites such as CareerBuilder, Indeed and Monster.com for customer service jobs and you will come across such titles as Customer Experience Manager, Customer Experience Specialist or Customer Experience Director.  Customer service, as a field, has evolved.  Now companies want to know how you feel about their product.  They want to make your purchase decisions easy.  They want to keep you.  So instead of looking to improve customer service, many companies have moved forward with the goal of creating a great customer experience.  Two examples I can think of are shopping at Wegmans or going to a theme park such as Disney World.

This approach is also relevant to those of us who are recreation professionals and work with older adults.  With increased competition from local library systems, post-secondary institutions, senior living communities, mall and meet-ups, to name a few, it is crucial that we find a way to differentiate ourselves.  The way to highlight the important services and programs we offer is to create experiences for our patrons.  There is a lot of value in what we do every day. Let me tell you about four amazing ways to bolster customer experience.

A robust travel program is always going to add value to your offerings.  Here in Arlington, trips were the first programs in the history of Arlington Senior Programs.  Devoting as much time as you can to developing a schedule of interesting places is going to be worth your while.  If you are a one-person operation or even two or three, it can be challenging.  It’s not insuperable however, because our own Senior Resource Group Chair - Cheryl Wheeler and Member at Large - June Snead brought a Trips and Tours Workshop to Berryville, VA.  Attendees learned the basics of planning quality trips from experts in the Travel and Tourism industry.  If you were not able to attend, please contact Cheryl for additional information. 

Offering a Senior Citizen Police Academy is one way to strengthen the connection between you and your community.  A Citizens Police academy, which is usually offered to the general adult population, can be repurposed to give older adults the same educational experience. Tammy Caldwell Supervisor of Senior and Special Populations of the Christiansburg Department of Parks and Recreation in Partnership with Officer Phillip Townley of the Montgomery County Police Department designed and implemented a successful one.  To find out how you can bring a similar program to your jurisdiction, plan to attend the Senior Police Academy session at the Senior Resource Group Conference this coming October or send a message to Tammy.

Camps. They aren’t just for kids anymore. Our Senior Resource Group Chair - Cheryl Wheeler and her fine colleagues at Loudoun County Department of Parks, Recreation and Community Services took the camp concept and adapted it to the preferences and interest of adults.  Participants hiked, took part in educational and experiential sessions.  This program is in its fourth year and it continues to grow.  To learn how you can plan and implement a camp for older adults contact Cheryl Wheeler.

You should also check out Kathy Blevins (Mature Adult Recreation Programmer) of Vienna Parks and Recreation.  Her program was featured in the NRPA Healthy Aging in Parks blog. Learn how she and her team builds big community in a small town by creating vital connections and valuable experiences. Check out their Mature Adult Adventure Camp.  I am certain it is quite successful.

A good experience always leads to a strong relationship with your customers.  Who better to create a superior customer experience than a parks and recreation professional?

Tell us about your process of creating positive experiences for your customers. 

Cheryl Wheeler

LaTanja Jones

Kim Graves

June Snead

Debra Foster

Judith Mangalin

Jane Shelhorse

Why I Love the Virginia Senior Games

by LaTanya K. Turner

Recreation Manager

Isle of Wight County Parks and Recreation

2016 VRPS Vice President

…And I do, love the Virginia Senior Games

I started volunteering for the Virginia Senior Games back in 2006. Virginia Beach was hosting the games and I helped with the officiating of the horseshoe tournament. While I was there I also had the opportunity to check out some of the basketball games. At the time, I was surprised at the athleticism displayed and delighted by the enthusiasm of the participants. Up to that point most of my recreation experiences involved children or teens, I hadn’t experienced the senior population much.

Fast forward a few years and I was working with seniors, and we had our own local Senior Games! As a Parks and Rec professional and a track coach I was so excited to put two things I love together for the good of the citizens I was serving. Seniors came from all over the area to compete, have lunch and share a laugh. They walked, ran, threw the shot put, discus, and javelin and they had a grand time doing it. Some were there just for our games and some were there to practice for the “big dance”- the Virginia Senior Games. As you know, this is not a shy retiring group of folks, and the “retiring” part only refers to where they may be in this stage of their life! They are fierce competitors and some are more determined than ANY youth I’ve ever seen compete.

When the Games came to Newport News I knew it was my chance to help out again as it was in my area. I met people from all over Virginia - they came from near and far, and I enjoyed hearing of their journey to the Games and what led them to participate. As I was checking in the runners for the 50m dash, I spoke to a lady 94 years young; she said she had been competing for some time and she liked to tell people she was competing so she could see the look on their faces! The competitors range in age from 50 to infinity and are a very diverse population.

Last year, in 2015, I had the opportunity to be the “Voice of the Senior Games” …well ok, of the Track and Field portion… (self-proclaimed) and I had a blast! The spirit of competition, the pushing beyond boundaries, the teaming up with friends, the families that come to cheer them on, and the Athletes Party! (so much fun it could be its own post J), make this one of the highlights of the year, and definitely a highlight for me. If you are in the area, come on out, commit to volunteer or sign up (2020 billiards here I come!). You really don’t know what you are missing!

Everybody Loves Hershey's

by Nancy Turnage, VRPS Central Office

I haven't met him in person yet, but my role at VRPS, and in particular in composing the weekly E-update and maintaining the website, have connected me with Paul Berryman, VRPS Professional member and Virginia's Hershey's Track and Field State Coordinator.  Every year around this time, we work out the details of updating the Hershey Track and Field page on the VRPS website as well as the VRPS Hershey contact information.  Paul is in the midst of his 10th year of managing the Hershey games for Virginians; in 2004, he was "passed the baton" by Rudolph Freeman approximately three weeks before the state meet due to medical necessity.

Year after year, Paul sees the great benefit of the Hershey program:

The Hershey's Track and Field Games are a competitive event for kids to have fun and experience the benefits of basic exercise skills.  As a volunteer for Virginia Beach's local meet for the first time in 1996, I enjoyed the excitement of watching the kids compete.  I didn't truly see how important a program it was until the first time Ned Cheely, Jr. asked me to help chaperone the Virginia participants to Hershey for the North American Finals.  The experience of seeing the kids meet as total strangers at the airport on Day One, and then witnessing the excitement, camaraderie, competitiveness, and support for each other throughout the even and leaving Hersey as the best of friends on Day Four encouraged me to become more involved with the program.

I had heard mention of the Hershey games from my past, and I've poked around on their website to see a little of its history, but nothing compares to the experience.  Jim Stutts, VRPS Executive Director, spectated at the recent Virginia State Meet on June 21 in Crozet:

It was amazing to see the effort put forth by the young athletes.  In addition it was very good to see the genuine support from the spectators.  Competitive sports are good in so many ways.  It was especially interesting to me because just 30 days ago I attended the Virginia Senior Games Track and Field event.  The passion, effort, support, and enthusiasm was identical to that of the Hershey's youth Track and Field event!  Some things never change.  The ability to compete and support each other and stay active, happy and healthy are awesome qualities.  Thanks to the volunteers for working so hard on both of these events.

Adam Leiderman (Virginia Assistant State Chair from Virginia Beach, left) and Steve Wood (retired from Shenandoah County Parks and Recreation - returned to duty to announce the Virginia State Hershey meet) showcase the Hershey souvenir T-shirt

This year's Hershey games are especially nostalgic, as they mark the end of an almost 40-year tradition. In April, USA Track & Field (USATF) and The Hershey Company announced the launch of a national youth activity initiative as part of a new, seven-year partnership that features “Run Jump Throw”, designed for kids ages 7-12. Hershey’s Track & Field Games will transition to the national Run Jump Throw program in early 2015.

Using the volunteer-based model that made Hershey’s Track & Field Games successful since 1975, Run Jump Throw events will offer a participation-based model for organizers and participants. USATF will supervise the program. Fundamental skills taught as part of the curriculum will include warm-up, proper running technique for sprinting and distance running, jumping and throwing skills. The clinics will be followed by a “practice meet” for kids to apply their skills.

Children participating in Run Jump Throw will be encouraged to continue to pursue the sport, either through parks and recreation programs, school programs or through USATF clubs and associations.

 

Paul says this about his Hershey days:

As the State Chair, it has been an honor to represent so many talented and respectful children who have kept me feeling young with all their energy.  It will be sad to see the program end after this year, but it leaves me with a feeling of accomplishment in serving the youth throughout the state.

The North American Final Meet is August 2, 2014  -- where else --- in Hershey, Pennsylvania.  Virginia is part of the Hershey Southeast Region, also known as Region 8.

Left to right:  Adam Leiderman,, Lauren Mike (longtime volunteer and chaperone for North American Finals in Hershey), Paul Berryman, and Renee Stocks Madison (first-time volunteer from Virginia Beach)