• Subscribe
  • E-Newsletter
  • Media Kit
  • Contact Us
  • Login
Community Rec
  • Topics
    • Community
    • Facility Development
    • Programming
    • Operations
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • E-Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Continuing Education
    • Community Rec Leadership Summit
    • Webinars
    • Pickleball Innovators
  • Supplier Insights
    • Brand Voice
    • Supplier News
    • Supplier Voice
    • Case Studies
  • Podcast
  • Buyer’s Guide
No Result
View All Result
  • Topics
    • Community
    • Facility Development
    • Programming
    • Operations
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • E-Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Continuing Education
    • Community Rec Leadership Summit
    • Webinars
    • Pickleball Innovators
  • Supplier Insights
    • Brand Voice
    • Supplier News
    • Supplier Voice
    • Case Studies
  • Podcast
  • Buyer’s Guide
No Result
View All Result
Community Rec
No Result
View All Result
Home Column

You’re Welcome

Judi Christy by Judi Christy
September 11, 2019
in Column, Operations & Facilities
0
welcome
Share on FacebookShare on Twitter

The other day, while visiting Columbus for a wedding, I stayed at a Marriott-Renaissance hotel. I was immediately greeted by the staff, thanked for my enrollment in their Bonvoy card, and offered a bottled water and a smile. The amenities (though I’d not planned to use them) were explained in friendly detail, as were the checkout time and directions to the nearest elevator. I pushed the elevator button moments later, smiling.

But, the big kick came when I entered my room. Of course, it was spic-and-span clean and decorated well, but the big bang was on the TV screen: “Welcome Judith Christy. We’re happy to have you here.”

Golly. I giggled — they were expecting me.

After kicking off my shoes and flopping on the comfy bed, I started thinking about my work as the marketing and communication director of a mid-size YMCA association.

How do we make people feel welcome? Really?

Sure, we train our front-line staff — we call them “member service representatives” — to live by the “10-5-1 rule”. In our business, we see it like this: When a person comes within 10 feet of a staff member, the staff member should cease their conversation to acknowledge the person. At approximately five feet, the staff member should acknowledge the person with a nod or greeting and, if the person is within one foot, a verbal greeting is imperative.

But is that really enough? And is it always done?

Unfortunately, the answer is no. Staff get busy, distracted, overwhelmed and overworked. They are folding towels, giving kids basketballs and answering the same question about the pool schedule for the 10th time that day. They may even be checking their cell phones or hearing about the latest Netflix binge from someone else.

They are human, after all. But so are our members — and prospective members.

So think about it: What’s happening when you walk through the doors of your facilities? What are you seeing? What are you hearing? How are you feeling?

Many of our staff do not know me by sight. If I pop in to ride a bike or walk, I’m not wearing my corporate name tag, my heels, or in most cases, my glasses. I’m just a regular member, swiping my card and going about my business.

My personality and my training prods me into offering the greeting and acknowledgement to the staff — many times before they do. But what if I didn’t? I’ve tried — it takes a lot of self-restraint.

The results were mixed. Sometimes I get a head nod and a half smile, once in a while a “hello,” and a bit too often, no acknowledgement at all. Phone calls continued as did typing, talking, and dare I say, clock watching.

I was disappointed and a little irked — these folks have been trained. Maybe it was just an off day.

But what if that off day was the only day I came into the facility? Would I feel my presence was appreciated, or that I was expected? Would I feel that they were happy I was here?

Or would I be better served to give my time to the big box down the street, who, by the way, is continually offering one heck of a discount (no judgment)?

Here’s my point: I don’t expect our staff to jump across the desk and hug every person who walks through the doors — we’d probably have a lawsuit. But I do expect them to smile and say hello. Offering members a cold water and a comfy bed would be a little much, but there’s nothing wrong with constantly using phrases like, “Welcome back, “Thanks for coming in today,” and “See you soon.”

There should be nothing and everything routine about this practice. In this sense, we are all part of the marketing department — selling and delivering service every time to everyone.

But when they walk through our doors — the first time and every time — what are we doing to really make them feel welcome?

My goal is to reward them with their own delighted giggle.

 

Judi Christy is the director of marketing and communication at the Akron Area YMCA.

Stay up to date on industry trends, best practices, news and more.

Tags: blogsfront-line staffMarketingmember engagementstaffwelcoming
Previous Post

How to Make the Most of Your Email Marketing Campaigns

Next Post

Why Your Facility Should Offer Aqua Therapy

Judi Christy

Judi Christy

Judi Christy is the director of marketing and communication at the Akron Area YMCA.

Related Posts

Engaging seniors
Column

Engaging Seniors at Your Center

April 23, 2025
food service
Column

Food Service Tips for Camps and Program Directors

April 16, 2025
Diversifying Funding
Operations & Facilities

Episode 18: Diversifying Funding With Peter DeGregorio

April 7, 2025
Fitness Trends
Column

Wellness and Fitness Trends You Need to Know for 2025

April 2, 2025
Click to cancel
Column

Navigating the FTC’s ‘Click to Cancel’ Rule: What Community Recreation Centers Need to Know

March 19, 2025
Community Rec Leadership Summit
Leadership

Takeaways From the 2025 Community Rec Leadership Summit

March 17, 2025
Next Post
aqua therapy

Why Your Facility Should Offer Aqua Therapy

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Subscribe to Our Newsletter

Exposure Guide + Media Kit

March/April 2025 Issue

Get Updates in your inbox

Stay up to date on industry trends, best practices, news and more.

Facebook Twitter Instagram LinkedIn

Contact us at info@communityrecmag.com

  • Home
  • Subscribe
  • E-Newsletter
  • Media Kit
  • Contact Us

The Current Issue

The Latest from CO

  • Alief Family YMCA Closing at End of May After Federal Funding Cuts
  • YMCA of Greater Birmingham Names Chad Zaucha as New CEO
  • YMCA of McCook Modernizing Facilities as Part of Capital Improvement Project
  • DynaDome Creates an Innovative Aquatics Space at YMCA of the Virginia Peninsulas

© 2025 Community Rec Magazine. Published by Peake Media.

Welcome Back!

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In

Add New Playlist

No Result
View All Result
  • Topics
    • Community
    • Facility Development
    • Programming
    • Operations
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • E-Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Continuing Education
    • Community Rec Leadership Summit
    • Webinars
    • Pickleball Innovators
  • Supplier Insights
    • Brand Voice
    • Supplier News
    • Supplier Voice
    • Case Studies
  • Podcast
  • Buyer’s Guide

© 2025 Community Rec Magazine. Published by Peake Media.