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Monday, 16 September 2019
Stepping into our customers shoes! - Message From Michele

Wow what a week.  We were lucky enough to celebrate our staff and volunteers on Friday night recognising all the wonderful work they do and celebrating those nominees and winners of each of our awards.  I was inspired by the energy in the room and thank you all for supporting our customers each and every day.

 It had me thinking about all of our customers and a quote that sums up my passion for them: “Learn as much as you can from those who know more than you do,  who see more clearly than you – your customer” Dwight Eisenhowe. My focus over the next three months will be to get to know our customers more. To listen to them, to look at our organisation through their eyes and to challenge ourselves on how we support them, how we give them a voice in our organization and how we can improve their experience with the Y. I am looking forward to supporting our staff and volunteers to continually remind ourselves to take time out and listen to our customers, to continue to make connections and to not make assumptions.

 A walk through with the team at one of our Aquatic Centres with our ‘customer goggles’ on really unveiled some areas of opportunity. I am excited about what we can achieve with this added focus and what our customers are going to share with us over this journey.  Sometimes a survey is just not enough and by applying some key guidelines we can continue on our journey of continuous improvement with even more gusto:

Continue to seek information from the customer,

Dig Deep into their thoughts, feelings etc.

Focus on keeping our customers happy – much harder to continually find new ones.

Continue to revisit how we are going.

Repeat repeat repeat.

I look forward to these insights and learning from those who know more about the experience with us, than us!

Michele Rowse

Chief Experience Officer