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 throughthe 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. “