association-staff

Daxko Engage Success Story: Peninsula Metro Y

By | Customer Experience, Engage, Engagement, Industry, Membership, Mission Delivery | No Comments

Recently we caught up with Nancy Byrum at the Peninsula Metro YMCA and talked to her about how they use Daxko Engage to engage with their members and staff. Shortly after our interview with her, she sent us a story that one of her staff had brought up. For the purposes of the story, we’ve replaced the member’s name with a fictitious one. Enjoy!

“Mrs. C . is a member at the Victory Y.  She is also a Donor.  Recently, Mrs. C. filled out a termination form.

While using Engage, Mrs. C. came up on my call list to try to recapture her membership. 

I phoned Mrs. C. and she said that her husband had just returned from Iraq and life was crazy and they really enjoyed the Y but expenses were very tight and she could not justify the cost.  I had her membership info pulled up and noticed that her husband had been coming in quite often since his return.  I also noticed throughmember-360-pagethe Engage 360 page that she has 3 school age children that have engaged in several of the programs.  With that immediate knowledge, I was able to suggest to Mrs. C. that her husband may need the Y for some stress relief and decompression from being gone.  I also mentioned that she may need some time for herself.  I also brought up our Kids Night Out, where just her and her husband could safely leave the children at the Y and go on a date.  Then, I was able to offer the option of signing the children up for up-coming programs.  We also discussed her financial situation and she felt very relieved and comfortable with the options that I was able to provide.  At the end of our phone call, she wanted me to call her back the next day so she could talk to her husband.

 I followed up with her the next day, she decided to not only keep her membership, but add her husband permanently, and sign her children up for classes.

Engage has played a pivotal role in being able to capture these terminations and make a difference in people’s lives.  Engage provides an extra step to customer service, going above and beyond to get families engaged in their community. “

Leading w Influence

Daxko TMD: Leading with Influence

By | Culture, Grow Your Career, Life at Daxko, Professional Development | No Comments

We had a great turn out to kick off our TMD  (Team Member Development) series for the year. This time around, Will S, Director of Product Strategy and Design at Daxko gave us a nice run down on how to lead with influence. Will started his talk out by referencing both Game of Thrones and Office Space to display different styles of leadership. Right off the bat I think most people can relate. Without even trying to butcher it, let’s take a look at a recap and steps of Will’s talk on “Leading with Influence.”

  1. Imagine a better tomorrow: Sharing your vision is important to develop a shared understanding.
  2. Inspire others to see: “People need to know you before they’ll trust you.” Will brought up a great TED talk that speaks to how simply starting something could begin a movement.
  3. Foster a common identity: “Which do you want more: to win the argument or to be effective?” Andy Stanley, Senior Pastor of North Point Community Church
  4. Let go of control: Will refers to a great talk by David Marquet, who led a Navy sub from the absolute worst rated sub to the highest rating of any sub in history.
  5. Lead from the trenches: It’s about inspiring action, not about conquering.

 

You can also find his slides here. Keep an eye out for more posts and topics of our Daxko TMD series.

CultureBlogFree

Pitch Perfect

By | Culture, Free Career Advice, Grow Your Career | No Comments

Recently, I used my Human Resource experience to help some local college students at the University of Alabama at Birmingham to construct their own elevator pitches.  It was a lot of fun and such a great group of students to work with!

An elevator pitch is basically “you” in 30 seconds.  It’s how you brand yourself to others.  Maybe you are branding yourself to a potential employer, mentor or a company with an internship you’d like.  And often, you only have a short time, like a ride on an elevator (ergo, the clever name), for it to pay off.

Even if you aren’t looking for a job or internship, it can be useful to be able to brand yourself.  Think, networking.  So, here are a few tips I shared with the students that apply no matter the reason:

  • Like a pick up line in a bar, you must make them interested enough to want to get to know you better. Being cheesy, negative, or sounding more conceited than confident, makes others cringe not share their digits with you.
  • Like any presentation, you must know your audience. Customize your standard pitch for whoever the audience is, what you want from them and what you can do for them.
  • Say it like you mean it. You should memorize what you want to say and practice it so much that you come across naturally, not scripted or like a second rate salesman.
  • Like Dorothy, you must believe. If you don’t believe in you, neither will they. Be confident in your tone, with your handshake and by using good eye contact.  You are the expert about you, after all!
  • Like a mirror, be yourself! No, not the crazy hung over self from last weekend, but if you try to be someone else entirely, you will fail anyway.  So be genuine and let YOU shine through.

What advice do you have for making a perfect pitch?

 

Kim B. is a Talent Sherpa who thinks sleeping is an underrated activity and tops every sandwich with potato chips.

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How We Engage Members and Staff: Nancy Byrum

By | Customer Experience, Engage, Engagement, Industry, Membership | No Comments

This post originally appeared on our product blog

As more associations and centers begin to implement and use Daxko Engage, we like to highlight and ask a few questions about the impact it has had thus far and share these experiences with other associations and centers. We recently caught up with Nancy Byrum over at the Peninsula Metro YMCA. She had some great videos that she created and shares with her staff. Nancy was nice enough to share her videos and engagement strategies with us below.

Tell us about yourself and your role at the Peninsula Metro YMCA.

I am the Membership and Technology Specialist with the Peninsula Metropolitan YMCA. I work with our branches in the areas of membership standards/practices and all things Daxko Operations and Daxko Engage – I manage the software, train staff, and create reporting solutions for my Y.

How do you define “Engagement” at your association?

Engagement for us is about people; how members are connected with us and our programs, how staff connect members, and how we are involved with our communities.

Tell us about the videos you’ve created for your association.

We have 11 membership branches and 4 program sites/branches that are spread over 120 miles. To train staff in our different locations I have found that training videos help us to get consistent messaging for new functionality, on-going training, and reminders. Our staff has found it to be convenient when updating front line staff on system changes – they can watch a short video before their shift to get them up-to-speed (for example, I created a training video in 2014 for Daxko Operations’ change in navigation). 

Recently, when we launched Daxko Engage, I needed a consistent message to be given to front-line membership and wellness staff before they began using the on-the-floor functionality.  While training from their supervisors is ok, they needed the ‘how to’ along with the association expectations and recommendations – in a consistent manner. It has helped our branch leaders by providing them a tool to get their staff trained. Now, in order to receive a Daxko Engage login, our front-line staff must first watch the training and submit the quiz.

For our videos, we use Camtasia (a TechSmith product). It allows us to capture screen activity, add videos, and insert quiz questions at specific times during the training.  It also allows us to host our trainings on their Screencast site.

Anything else you’d like to share about your Y’s efforts or Daxko Engage?

For 2015, our Association has selected Engage to be our vision word for the year (from the book “One Word” by Jon Gordon, Dan Britton, and Jimmy Page). That word, Engage, has infiltrated each branch’s weekly ‘huddle,’ staff meetings, and association trainings.  We are watchful that our work engages our members and our communities that we serve. We launched Daxko Engage in December 2014 not knowing that our 2015 “one word” would line up with the tool, but it has been a great coincidence. Our staff of all levels have engagement on their minds as well as a tool in their hands.

Since our launch in December, we have used Daxko Engage in the areas of New Member Welcome, Member Engagement, Program Promotion, and Fundraising.  While we are still in the preliminary phases, we have been working hard to make sure we’re starting off using it effectively to measure the biggest impact. This has helped by making many different team members aware of it and it’s abilities:  Development, front line membership/wellness, and even program directors are seeing how it can be used in each of their areas of work.

Do you have any stories of how Daxko Engage has helped create impact on a specific member? Or helped a staff member approach a member?

The biggest change that I’ve heard is there are several front line staff members that have had a shift in how they serve. In the past, we’ve had our share of ‘relationship building’ or ‘great service’ trainings – and while that is good – Daxko Engage has been a tool that helps them track member information and connect them to programs/services/staff that can help them. And that has really increased the level of service they give.  They have felt enabled to serve and help, and prepared to do so with the information they have in Daxko Engage.

Other examples:

We’ve connected many new members (under our MIA call initiative) that haven’t been using the facility and been able to get them reengaged.

 We have had staff use it to cultivate relationships when building their annual campaign teams – They will follow members they want to ask to be campaigners, so they are notified when they are in the facility.

 Additionally, we have had many examples that have resulted in connections made to different programs at the Y. Staff members have used Daxko Engage to task each other on following up on member needs and connect them with a specific program.