The MoJo of your YMCA is the energy it admits on a daily basis. The energy level of your staff and environment can make or break a YMCA. Y employees will tell you that “if you know one YMCA, then you know only that one YMCA!”
All YMCA’s are different and each have their own personality and character. Each have their own MoJo! The MoJo is that little special energy that gives a YMCA that positive spirit that connects with staff and members.
Your YMCA Mojo starts with your employees. If your YMCA has a personality it is because of leadership and staff character, energy and passion. YMCA employees are special because most have a higher purpose given the type of organization they work for. When employees are YMCA Mission driven it shows in their performance and action.
At the front desk-Welcome Center, do you have high spirit employees that are service driven with the ability to get things done? Does your fitness staff know how to provide the personal attention and touch for members? Is your CEO and upper management actively engaged in setting the tone and leading by example?
The only way to generate a higher level of MoJo at your YMCA is to lead by example. Raise your bar for what you bring to your office, job, organization and live a higher purpose.
Email us for information on our Leadership Training: email@example.com
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Tagged ceo, character, fitness, front desk, Leadership Development, leadership training, mojo, theoctopussolution.com, welcome center, y employees, ymca
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“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” -Peter Drucker
The employees that deal with your YMCA members the most frequent are the ones that get paid minimum wage, have high turnover, are younger in age, or are not always fully trained. YOUR WELCOME CENTER. They “have to” know everything going on in the organization because that is where all members are going to go for information. That is where all questions are going from inbound phone calls.
Think about the complexity of your program structure and the constantly changing dynamics: Schedules, cancelled classes, pool closings, emergency announcements, and the list goes on. All of this, the welcome center staff needs to be able to handle. If the staff can not handle it, it will lead to member confusion, frustration, anger and eventually dissatisfaction with the organizations service. Then your members leave the YMCA and join another provider.
If the welcome center staff does not know the details of the daily happenings at the YMCA then chaos and mutiny will pursue. A communication system needs to be built and it must be able to communicate with your members and amongst your employees.
Too many times we have seen frustration and arguments with members and a staff person that “should have known about…” Fill in the blank. It is very difficult for staff to be the all-knowing wizards of the YMCA. However, we can arm the staff with as much information, organized in a method that levels the playing field of communication.
Contact us for our communication and operating method for your YMCA Welcome Center: firstname.lastname@example.org
Posted in marketing
Tagged Blog, business at your best, communications, emergency annoucements, front desk, inbound phone calls, member service, peter drucker, pool closing, theoctopussolution.com, web developer, website, welcome center, ymca, YMCA Welcome Center
This week is YMCA week. We spend a great deal of time with YMCA’s and yesterday we spoke about member retention and today we are going to speak to the importance of Recovery. Member Recovery is the about having processes in place to, reach back out to past members and get them to re-join.
The great part about Member Recovery is that this target market has already been a member. There are strategies we implement to drive them back. If your YMCA has 9,000 Members and your retention rate is 50% then you lose 4,500 members per yer. First that is way too low and you should also be working on retention strategies, but recovery plans are equally important.
With Member Recovery, you have customer information like: Name, Address, Phone, Email, Type of Membership in the Past, etc. All your efforts to Recovering members will be a 2 part strategy: Direct Marketing and Direct Sales.
Direct Marketing: Stay in communication via email and mailer. Send you past members a survey and find out why they left. You may be doing things wrong and not know it and that is why members are leaving. Never assume you know. Keep you past members updated with what is happening at the YMCA. Find out the type of membership they had in the past and send them a mailer with a discounted offer with call to action to help increase your probability of hitting their “sweet spots”. Email us for more strategies: email@example.com
Direct Sales: You can not image how dirty of a word sales is at YMCA’s. It is Dirty. But Direct Sales is more effective than Direct Mail, so why are you not doing it? Assign your most likely sales person to make phone calls one day out of the week. Print your past member database and let one of your staff hit the phones. Go over a script, talking points and action items. The start of the script should be to determine again, why they left your YMCA. Ask them what is needed to get them back as a valued member. Take action with trying to close them on another membership over the phone or schedule a meeting at the Y to discuss coming back. It is best to try to close the membership over the phone.
Member Recovery is a very important step in your strategy and should not be underestimated. Member Acquisition, Retention and Recovery Strategies are all vital to having maximum impact on member growth. Email us to discuss more YMCA strategies: firstname.lastname@example.org