Monday, February 4, 2019
Bill Gates, the co-founder of Microsoft, famously noted that “your most unhappy customers are your greatest source of learning." I think that is largely correct. Listening and responding to the voices of those who experience the Y on a daily basis is critically important because customer feedback tells us in the most direct way how well we are, or are not, fulfilling our vital mission. Listening to the customers (be they members, program participants, donors, associates, partners or volunteers) helps keep us true to our promise, honest about where we need to improve and continuously on our toes.
There are many, many ways by which we learn about people’s experience with our Y. Some of it comes through structured feedback programs like Listen 360, a vitally important customer survey tool which gives us a real time look into our customers' Y experiences. Of course, there are many other ways that we get the pulse of our customers, including postings on our Facebook pages, email, snail mail, phone calls and even old fashioned face to face communications (imagine that!). Just the other day, I was in the check-out line at the grocery store, and the guy behind me said to me, “Aren’t you a member of the Y in Towson? I know I’ve seen you there before. That’s a great place. We love it!” I told him that yes, I am a member, and heartedly agreed with his perspective. I left out the part about me being the CEO.
With all this in mind, I was especially impressed to see a recent email from a family that had such an great experience in our Before & After School Enrichment program in Millersville Elementary School in Anne Arundel County that she took the time to write us a note, precipitated by a change in her job.
"Good Morning,
This email serves as notice that our son will no longer need Before and After School Enrichment services through the Y at Millersville Elementary in Anne Arundel County. We are therefore withdrawing him from this program.
I want to emphasize that the before and after school program at Millersville, led by Mrs. Peoples, has been an absolutely wonderful experience for us. She keeps the kids continuously engaged, she is warm and caring, and she clearly loves what she does. She is a shining example of a Y employee. The other folks, including Miss Ratica and Miss Jenifer, are likewise welcoming, friendly, and trustworthy. You have a great team at Millersville and we are sad to leave."
Thank you for allowing us the privilege of serving your family! Thank you and congratulations to the Site Director, Tyisha Forbes-Peoples, and her clearly excellent team at Millersville Elementary for making this family and all families you serve feel welcomed, safe, engaged and respected at the Y. You are all shining examples of Y values and mission in action! Keep up the good work!
Thank you!
All the best,
John
John K. Hoey
President & CEO
The Y in Central Maryland