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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