Well folks, we are halfway through July. Grocery stores are starting to put out the school supplies and before I know it, I’ll be packing my oldest for his return to college. Why does summer feel like it goes so much faster than winter?
“If I look at the mass I will never act. If I look at the one, I will.” —Mother Teresa
EXACTLY. How does change begin? One person, one gesture, one act at a time.
“Member stopped by the welcome center to describe her experience(s) at the Y. When she first joined Countryside in 2005, her experience was unpleasant… she felt that she was a ‘nuisance’ to YMCA staff at that time. The front desk often seemed ‘put off’ when answering questions or helping her… the instructors didn’t seem like they wanted her in their class because she was overweight and recovering from cancer. The guards at the pool would not allow her 2 year old son to swim even though she had purchased a ‘coast guard approved’ flotation vest because it wasn’t the ‘correct’ type of coast guard vest. She eventually cancelled her membership and moved.”
Ouch. That doesn’t seem like a very bright spot. But wait, there’s more!!
“When she moved back to this area, she was reluctant to rejoin the Y because of her negative experience. Her sons really wanted to join, so she came back. This time, from the moment she joined, she felt welcome. Nancy signed her up for membership and told her about engagement coaching. She made an appointment with Julie Fennessey and Julie was WONDERFUL! She has helped her find programs and set goals, as well as made her feel like she is a valued part of the YMCA community. She has tried many classes and the instructors have gone out of their way to make her feel welcome, especially Sharon Burton and Gloria Bausmith. The front desk welcomes her cheerfully when she comes in and staff often greets her in the hallways. At the pool, a guard offered her son a life jacket and encouraged him to keep working on swimming. Another guard allowed her to borrow swim goggles rather than making her run back to her car. Her sons are taking gymnastic and swim lessons. She is amazed and grateful that things are so different at the Y than the first time she was a member.”
This is good stuff, folks. It shows a clear effort on your part to improve the member experience. This is one story, one member, but the influence of her experience has a ripple effect. “Connections” are more here than a symbolic leg on a stool; they are real, touching human experiences.
Some members here may not be looking for connections. They make make you feel like:
Have a great weekend,