Hi, Blair here with MXM. I’m wearing my Worx of Wenatchee Valley sweatshirt. You might notice a similarity between the Worx logo and the MXM logo. That’s because they share so many of the same ideas about vision, values, and customer experience. In fact, so much of what we do at MXM is informed by our own experience with our own teams in delivering a great member experience in our clubs.
Yesterday, on a Club Solutions REX Round Table webinar, I brought up a term that somebody asked me about later. It’s a military term called “V.U.C.A”, Volatility, Uncertainty, Complexity, and Ambiguity. You need to have V.U.C.A, like we do in our daily operations and really any club operations, as we are faced with volatility, uncertainty, complexity and ambiguity every single day even in the best of times let alone the current times as we reopen.
The best thing that you can do with your teams in the face of V.U.C.A is to make sure your staff is very well trained and educated on all your principles so that they can act in the moment to deliver great member experience and a personalized experience to each person. Then you need to measure that; you need to measure it through the eyes of your customer to make sure that it’s happening. I say it frequently, and I said yesterday, "you can’t script excellence". Excellence has to be in the moment customized by the teams that are facing the customer or member every day…at every step of the member journey. Then you have to demystify what that looks like so that you can take action to continue to drive excellence. V.U.C.A is going to grow greatly now. V.U.C.A is going to grow because of the lockdown, because of COVID-19, and because of all the social unrest. With V.U.C.A growing you need to have the earliest warning signs that you are doing the right thing.
So remember, volatility, uncertainty, complexity, and ambiguity…we are facing it a lot right now and the number one thing you can do is invest in your people. Give them the right tools, give them the right education to be able to deal with it.
We can help with that. I hope your reopen is wildly successful, we hope ours is too. And that we get to reopen hopefully in the next few weeks!