Issue link: http://www.wacmagazine.com/i/721677
W elcome to a new fiscal year at the WAC! Although we are just beginning the transition into fall, it feels like New Year's around here—a fresh start with focused goals and resolutions and a whole year to bring them to fruition. We have quite a few plans in Member Services, all focused around a central premise of providing responsive assistance, informative answers, and results-oriented solutions to every member we encounter. That means unifying service touchpoints throughout the Club, closing the loop on each and every interaction, and using technology to enhance service where appropriate while never losing sight of the importance of personal connection. Every day we ask ourselves: "Does this serve our members well?" We are pleased to share a few of the initiatives we're working hard to launch throughout the 2016–2017 fiscal year to keep our promise to you. MORE ONLINE IMPROVEMENTS This past January marked the launch of a completely redesigned and more functional wac.net, including responsive design to automatically size to any device you use. We introduced a more vibrant and engaging interface, which recently won a 2016 Gold Award for design and website excellence from Summit Creative Awards. And we added important functionality, including online reservations for members staying at the Inn at the WAC and online statement management so that you may view your charges and payments in real time. Coming in 2017, we'll offer enhanced event registration and athletic scheduling. We're also creating a page behind the member wall of wac.net that will provide helpful information from Member Services. This page will allow you to request membership changes and Fitness Advantage updates via simple forms. It will also allow you to upload a current photo for your membership card. RECIPROCAL CLUB CHANGES Members consistently rank access to over 200 reciprocal clubs around the world as one of the best WAC membership perks. We want you to use this great value often and with ease, so we're building a more robust reciprocal club section behind the member wall that includes an interactive map so you can see where our partner clubs are and what services and amenities they offer. We've also heard that members would value other members' reviews of the clubs they've visited. So we'll offer a new "review your stay" feature that will translate into a simple rating system along with member comments. LOBBY ALCOVE PLANS Having a presence in the WAC lobby will allow us to interact with members at their first point of entry into the Club. We want to be close and convenient for you. We are pleased to be moving forward with a location that provides visibility and accessibility while maintaining privacy for sensitive member issues. The current lobby communications center will be relocated and the space will be redesigned as a new home for Member Services. Additional phases will bring in displays to highlight our fabulous Membership All-Stars. We anticipate all of these changes and look forward to providing you with personal and convenient service every step of the way. Membership has its perks Exciting changes on the way in 2016–2017 Reach Michelle Pinson at mpinson@wac.net or 206.464.3092. MEMBERSHIP By Michelle Pinson, VP Membership & Marketing 26 | Washington Athletic Club Magazine | SEPTEMBER / OCTOBER 2016 WAC 2015–2016