Make a Game Changing Impact

Transcription

1 Newtown Athletic Club Employee Newsletter, April 2014 Welcome to Newtown Athletic Club s first employee newsletter, we proudly have named life changers chatter. Make a Game Changing Impact. The NAC is one quarter into utilizing our new Member Experience Management system, Medallia. While this feedback process has allowed us to make quick hit improvements throughout the club (i.e. new men s locker room furniture, new towels, expanded children class schedule, etc.) we also learned we still have some basic needs to fulfill. On page three of this newsletter you will be able to view all scores thus far. On the top is a graph of our Net-Promoter Score (NPS). (NPS is calculated by subtracting the percentage of detractors from the percentage of members who are promoters.) There are three key indicators that we can all control that will positively impact our NPS: Key Indicator Make a Game Changing Impact 1. Staff Friendliness Goal: Engage with our members and learn at least one new name and interest a shift. 2. Club Cleanliness Goal: Treat the NAC as if it were your 2nd home : pick up towels, dust bunnies, and messy equipment as needed. March 2014 Results (score average from 1-10) # Of Survey Participants 266 Likelihood to Recommend 7.9 Overall staff friendliness 8.5 Inside this issue: Medallia Report Ultimate Life Changing Champion Kudos Korner 5 Get Involved 6 3. Broken Equipment Goal: Tell a manager right away if a machine or other equipment is broken. NPS is a metric we use to gauge our success. However, passion, drive, dedication and customer focus are the key values that we need to encompass in our everyday jobs to truly be successful. If we focus on accomplishing the goals listed while living these values, through the decisions we make and the interactions we have, we will make a game changing impact on our members experience. The increase in our NPS will simply be a byproduct of living out our mission to make lives better. Thank you for all you do each and every day to make us successful. All my best, Kate Katlyn Golden Director, People Operations

2 Life Changers Chatter Page 2 March Score Details (score average from 1-10) # Of Survey Participants 266 Likelihood to Recommend 7.9 Likelihood to be a member in months Value Received 6.9 Business Practices 7.1 Staff Friendliness Scores Overall staff 8.5 Front desk 9.0 Management 8.1 Housekeeping 8.8 Sales Staff 8.9 Group Exercise Instructors 8.8 Personal Trainers 8.4 Kid s Club 8.6 Spa Staff 8.9 Aquatics Staff 8.7 Member Satisfaction Metrics Overall experience 7.8 Facility 6.8 Staff Assistance 8.0 Equipment Selection 8.5 Equipment Condition 8.4 Locker Room/Showers 7.7 Gym/Club Cleanliness 8.4 Membership Services 8.1 Group Exercise 8.4 Personal Training Services 8.0 Child Care Services 8.1 Spa Services 8.0 Aquatics Services 7.9 Medallia is a systematic and consistent process to continuously solicit feedback from our members about our services, facility and overall member experience. It is important we each know where we stand in our members eyes as we all play a role in the success Top Three Areas of Feedback 1) Guest Pass Fees 2) Techno Gym Services 3) Member Integration Guest Pass Fees We heard our members feedback and are now selling 10 pack packages of guest passes. These passes can only be purchased at the sales office. Each membership can purchase one adult package and one child package per year. All guest passes expire December 31, Prices and savings below: $150 for 10 child passes (Save $50!) $200 for 10 adult passes (Save $100!) *Guest passes must be redeemed with member as they are stored on the membership account. Member Integration In order to better integrate all of our members into the club we will hold Member Orientations the third Monday of the month. We will have key staff in attendance to introduce you to all of the services and amenities your membership to the NAC provides. This is also an opportunity to meet new people and enjoy the socialization of the club. We also are creating a special Member Experience Team led by Melissa Christie to ensure each member is reaching their fitness and wellness goals and utilizing their membership to the max! Techno Fit We recently hired Doug, Personal Trainer, to service the TechnoGym area. Doug will be graduating from Bloomsburg University this spring with a B.A. in Exercise Science. His hours are Monday, Wednesday, Friday 10 AM-4 PM and every Sunday morning. He is always willing to help or answer any questions you may have.

3 We have been surveying our members for over three months now! We can see trends, set goals and evaluate our progress. Every employee makes an impact on our progress and it is important that we all work together as a team to continuously improve. All teams are creating action plans each month to enhance and better their teams and ultimately the NAC as a whole. We will begin sending weekly communications regarding our comments and scores so we can work to create the ultimate experience for our members each and every day. Below you will find a summary of our scores for the 1st Quarter of Each quarter we will strive to be better than the last. A Net-Promoter Score (NPS) is the percentage of members who are promoters of the NAC minus the percentage of members who are detractors. Companies with the highest net-promoter scores consistently garner the lion s share of industry growth. -Harvard Business Review Jan Feb Mar 1Q Avg Likelihood to recommend Likelihood to be member in 6 months Value received Business practices Staff Friendliness Jan Feb Mar 1Q Avg Overall friendliness Front desk Management Housekeeping Sales/Membership Group exercise Personal trainers Child care Spa staff Aquatics staff Satisfaction Metrics Jan Feb Mar 1Q Avg Overall experience Facility Staff assistance Equipment selection Equipment condition Locker room/showers Gym/Club cleanliness Membership services Group exercise Personal training Child care services Spa services Aquatics services st Q NPS Score: 19.3 (Compared to All Other Multi Purpose Clubs Avg. Score: 39.4)

4 Newtown Athletic Club Employee Newsletter, April 2014

5 Newtown Athletic Club Employee Newsletter, April 2014 Page 5 Life Changing Champions. Your name here. Monthly Champion! The NAC s mission is to make lives better by creating the ultimate recreational, social and healthy lifestyle experience. We created an employee recognition program that reinforces these behaviors and recognizes your hard work. We ask our members monthly to reach out and express the way you help to make their lives better so that we can highlight the excellence that exists in all areas of our club. Customer service, passion and high standards of excellence are at the heart of this award. If we all strive to make lives better, we will succeed as a company. Kudos Korner. We appreciate what each of our employees does on an everyday basis. The following employees have been mentioned in comment cards, , face to face, through Medallia surveys, or via the Life Changing Champion submissions for being super star employees and each of them deserves KUDOS. If you see any of these colleagues around the club, be sure to congratulate or recognize them for a job well done. I think that Susan Holden and Michelle Forrester are excellent instructors for group exercise. They always change their classes around with new ideas on how to work the different muscle groups and they take the time to get to know all of the people in their classes which shows they care. -Kristen Rita is the most patient, pleasant, helpful woman around. Julia Roger makes working out fun! He challenges me in ways I never would. He makes me realize my potential. -Kathy Melissa always opens on time and with a smile a good morning has great attitude she remembers your name she is informative about gym great asset fore the NAC. -Derrick Rachelle gave my kids the ability to swim and gave them confidence to be in the water. My daughter wants to be part of the swim team as a result of it :-) it's a life saving ability taught by Rachelle!!! Can't get much better than that. Tea and Max Leyla goes out of her way to make her FF classes fun and challenging. Pamela Jessie is the best. She makes the Kids Club at the NAC a pleasant environment. Her staff is always welcoming my kids with open arms, the NAC is lucky to have her as an employee. Nicole R. Joel always has a friendly greeting when he sees me. He demonstrates a dedication to the NAC that is endless. For me he has added a feeling of family at the NAC. I know if there is a concern. Joel is right on it. -Abbie

6 Current Open Positions: Member Experience Associate Cost Accounting Analyst Technical Support Fitness Customer Service Reps Parisi Performance Coach Unpaid Internships Join Our Member Experience Department The Member Experience Department manages all of the NAC s member feedback programs and promotes the overall comprehensive experience available through a NAC membership. This team will conduct and present concise analysis and reporting of member service issues to the management team. This team will facilitate the satisfactory resolution of all member complaints with the appropriate departments or through direct involvement with the members via , phone, face to face, or through Medallia (Member Experience Management System). This team will also provide a proactive approach to providing an incredible member experience and living the NAC s mission to make lives better. Fitness/Facility Shift Supervisors To join this growing team please Kate Golden, Director of People Operations.