Moments of Magic
Over the last 15 years our team has visited, toured, and assessed hundreds of facilities and in that time have found many treasures, hidden gems, unique programs, and have met thousands of dedicated professionals focused on creating exceptional member experiences. This blog will share pieces of those moments and findings with the hope that will positively impact your business. There are two questions we ask ourselves upon visiting an entity for the first time: What makes the member experience exceptional? What is unique about the facility Creating “moments of magic” is an opportunity to exceed member expectations. There are hundreds of interactions that happen throughout the year with each member, but it only takes ONE moment of magic to leave a strong, lasting, and positive impression. Steve Goldman, owner of the Weymouth Club in Weymouth Massachusetts, will pass out roses to members on Valentine’s Day. I remember seeing ...