® FOR YOUTH DEVELOPMENT ® FOR HEALTHY LIVING FOR SOCIAL RESPONSIBILITY Our Renovation Story COUNTRYSIDE YMCA | LEBANON How we keep our members informed

FOR YOUTH DEVELOPMENT®

FOR HEALTHY LIVINGFOR SOCIAL RESPONSIBILITY

Our Renovation StoryCOUNTRYSIDE YMCA | LEBANON

How we keep our members informed and up-to-date.

KEEP YOUR WATER BOTTLE HALF FULL AND AIM FOR

SECOND PLACEHow what you say and do is critical during our renovation.

Copyright ®2014 COUNTRYSIDE YMCA | LEBANONwww.countrysideymca.org/MakeoverMadness

Some people are…

Water bottle half full

Water bottle half empty


Whatever your tendency, while on the job and interacting with members, we need you to be:




That is because many members are sometimes going to feel:




Yes, in many ways, for us employees, the renovation will be:

Disruptive

Noisy

Dusty

Inconvenien

t

FrustratingCopyright ®2014 COUNTRYSIDE YMCA | LEBANONwww.countrysideymca.org/MakeoverMadness

But we must keep those feelings amongst ourselves

and behind closed doors.


Regardless of your specific job description and work schedule, one thing should be commonplace:A genuine desire to serve our members.


Members are first.

We are second.


Our mission is to help members get through this messy phase and recognize that the water bottle is half full: that this journey is leading us to a better place.Copyright ®2014 COUNTRYSIDE YMCA | LEBANONwww.countrysideymca.org/MakeoverMadness

We are here for them.And without them, we wouldn’t have our jobs.


Embracing this philosophy every single time you walk into this building is a must.

We are here for them.


“No pain, no gain.”


Are we asking you to be all smiles, rainbows and unicorns?

We gain nothing by acting as if the renovation isn’t complicating our members’ lives. Of course it is!

No!


Besides, it’s not called

MAKEOVER MADNESS for nothing, right?


• Put members first during the renovation.• Help manage the frustration in the moment.• Remind them of what’s to come.

But what we ask you to do is:

We also have to be honest with members: tell the truth, but don’t fan the

gossip flame.


If you have:

1. A good attitude and a positive demeanor; and

2. Answers to their questions,

Our members will find getting through the renovation a manageable process.


We must each be singing from the same song book.


This consistency will reassure and provide some comfort to our members.


To help all with this, we’ve developed some key messages for you to remember:

U

L

T

R

A

We’re launching Makeover Madness, a two-year renovation to greatly UPGRADE our facilities for you.You spoke, we LISTENED.

We are always TRYING to make the Y the best facility possible for members.

Together, we’ll enjoy the renovation RESULTS.

AWESOME!


Keep this acronym top of mind and

let it influence what you say to members.

U L T R A


In order to inform our members, you must be informed.We promise, beginning today, toprovide you with information and details.

We need you to read it and be prepared to share.


• Read the daily FYI

• Like our Facebook page

• Follow us on Twitter

• Check the staff website

• Go to our public website


LET’S ROLE PLAY…








IN CLOSING…

ULTRA

We’re launching Makeover Madness, a two-year renovation to greatly UPGRADE our facilities for you.

You spoke, we LISTENED.

We are always TRYING to make the Y the best facility possible for members.

Together, we’ll enjoy the renovation RESULTS.

AWESOME!

Keep ULTRA at the top of your mind:


STAY POSITIVE:HELP EVERYONE APPRECIATETHAT OUR WATER BOTTLE IS HALF FULL (AT LEAST)


MEMBERS FIRST:

WHEN YOU PUT YOURSELF SECOND, WE WIN!


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® FOR YOUTH DEVELOPMENT ® FOR HEALTHY LIVING FOR SOCIAL RESPONSIBILITY Our Renovation Story COUNTRYSIDE YMCA | LEBANON How we keep our members informed