Secret Shop Report

South Valley Family YMCA 5632 Santa Teresa Blvd. San Jose, CA 95123 Wednesday, Jul 24, 2013 1:50pm

Shop Summary (#38915)

Location: Shop Name: Shop Start Time: Completed: Shopper City: South Valley Family YMCA Onsite Visit JULY Wednesday, July 24, 2013 1:50pm Wednesday, July 24, 2013 2:14pm San Jose, CA 95121

Scores
Total Score: Exterior: Interior: Greeting: Needs Assessment: Property Tour & Sales Pre: Closing: Score 98% 100.00% 100.00% 100.00% 100.00% 100.00% 92.31% Points 480 of 490 30 of 30 60 of 60 60 of 60 100 of 100 110 of 110 120 of 130

Shop Details #1 Q: Date of visit Wednesday, July 24, 2013 #2 Q: Time of visit (indicate AM/PM) 1:50pm Exterior #1 Q: Were the Y signs visible and well maintained? All signage was well maintained. #2 Q: Was the exterior of the location clean, free of trash, clutter and debris? The exterior of the location is well maintained. #3 Q: Was the landscaping well maintained? The landscaping was well kept. #4 Q: If it was after dark, was the parking lot well lit? Interior #1 Q: Were the floors and walls clean? The floors and walls were very clean. #2 Q: Was the signage neat and professional looking, with no handwritten signs? I saw no handwritten signs. #3 Q: Was the interior lighting in good working order? #4 Q: Were the areas you observed well-organized and fresh smelling? All areas were sell organized and fresh smelling in a busy facility #5 Q: Were the locker room(s) clean and well maintained?

% Not Scored Not Scored

100.00% Yes Yes Yes Not Applicable 100.00% Yes Yes Yes Yes Yes

30/30 10/10 10/10 10/10 Not Scored 60/60 10/10 10/10 10/10 10/10 10/10

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South Valley Family YMCA 5632 Santa Teresa Blvd. San Jose, CA 95123 Wednesday, Jul 24, 2013 1:50pm The men's locker room actually had a floral smell. #6 Q: Were the marketing materials, such as brochures and flyers, neatly displayed, current, and easily accessible? The marketing materials were well stocked and located conveniently by the door and lounge. Greeting #1 Q: What was the name of the staff person who greeted you? The staff person who greeted me and gave me a tour of the was Hannah Medina. #2 Q: Did you receive a positive greeting? #3 Q: Did you receive prompt service when you arrived? I was given prompt friendly service within one minute of arrival. #4 Q: Did the individual make you feel welcome? I felt very welcomed. #5 Q: Was the individual focused on you and your interests? #6 Q: Were staff members around the facility easily identifiable? #7 Q: Were staff members wearing name tags? All name tags that I saw were easily readable. Needs Assessment #1 Q: What was the name of the staff person who interviewed you? Hannah Medina interviewed me. #2 Q: Did the staff member offer a warm welcome and exchange names with you? Hannah made me feel very welcomed while we exchanged names. #3 Q: Were you asked to fill out a tour card? #4 Q: Were you asked if you live or work near the Y? #5 Q: Were you asked if you were interested in a membership for you, your family or others? 100.00% 100.00% Yes 10/10

60/60 Not Scored

Yes Yes Yes Yes Yes Yes

10/10 10/10 10/10 10/10 10/10 10/10

100/100 Not Scored Yes Yes Yes Yes 10/10 10/10 10/10 10/10 10/10

#6 Q: If you indicated family, were you asked for your family members names, Yes ages and interests? I explained that though I'm single I have a nephew who just turned twenty three and that he has a three year old son. #7 Q: Were you asked if you had ever worked out at a Y or health club before? #8 Q: Were you asked what the experience was like? #9 Q: Were you asked what you are currently doing for exercise? I replied that I had just finished all my allowed physical therapy after a shoulder surgery. #10Q: Were you asked about your goals for coming to the Y and what the Y could do for you? #11Q: Did the staff member create good rapport with you? Hannah engaged me with very good eye contact and attention even while greeting fellow staff members and some guests by name. Property Tour & Sales Pre 100.00% Yes Yes Yes Yes Yes

10/10 10/10 10/10 10/10 10/10

110/110

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South Valley Family YMCA 5632 Santa Teresa Blvd. San Jose, CA 95123 Wednesday, Jul 24, 2013 1:50pm #1 Q: Were you given a guided tour? #2 Q: What was the name of the staff person who gave you a tour? Hannah Medina. #3 Q: Did the staff member focus on your needs and interests during the tour? #4 Q: Were you addressed by name periodically during the tour? Yes Yes Yes Yes 10/10 10/10 10/10 10/10 10/10

#5 Q: Did the staff member tell you about Y benefits specific to your needs rather Yes than facility features? Hannah gave specific attention to my rehab needs, my nephew's ability to use the facility and the free child care offered by the Y. #6 Q: Did the staff member explain what FitLinxx is and its benefits? Yes and in great detail. #7 Q: Were you introduced to other Y staff? I was introduced to several other staff members. #8 Q: Did the staff member make statements that placed you in the facility? (e.g., When you are using the pool) #9 Q: Were you asked open-ended questions about yourself and your interests? Yes Yes Yes Yes

10/10 10/10 10/10 10/10 10/10

#10Q: If you expressed interest in a family membership, did the staff member ask Yes questions about your family members? Hannah asked how old my nephew's son is and informed me that even after my nephew reached his twenty fourth year his son would still benefit from the Y. #11Q: At the end of the tour, did you feel positively about the Y? Closing #1 Q: Did the staff member invite you to join the Y? #2 Q: If you were hesitant, did the staff member attempt to understand and overcome your objections by offering information to meet your needs? #3 Q: If you expressed a need for financial assistance, did the staff member describe to you what is available and how to apply? #4 Q: If you did not join, did the staff member ask permission to call you back later? #5 Q: Did the staff member offer you a guest pass? No mention of a guest pass was made. #6 Q: Did the staff person inform you of the Ys 30 day, money back guarantee? Hannah mentioned the return of the enrollment fee as well as the monthly fee. #7 Q: Did the staff person explain that there is no contract when you join you can leave the Y at any time? #8 Q: Did you feel that the staff person listened to you? #9 Q: Did you feel that the staff person understood your needs and addressed them? #10Q: Did the staff person tell you that the Y is a non-profit organization? #11Q: Based on your conversation, do you understand the mission of the Y? #12Q: Based on your visit experience, would you join the Y? #13Q: Based on your visit experience, would you refer others to this Y? 92.31% Yes Yes Yes

10/10 120/130 20/20 10/10 Not Scored 10/10 0/10 10/10 10/10 10/10 10/10 10/10 10/10 10/10 10/10

Not Applicable Yes No Yes Yes Yes Yes Yes Yes Yes Yes

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South Valley Family YMCA 5632 Santa Teresa Blvd. San Jose, CA 95123 Wednesday, Jul 24, 2013 1:50pm Overall Experience % #1 Q: Please provide a DETAILED summary of the ENTIRE visit. Include all questions asked and answered, all information given to you, areas shown on your tour, and how you felt as a customer & why. As I approached the entrance I noticed the litter free parking lot, well kept landscaping and colorful children's playground. Upon entering a noticed the display of many brochures by the entrance and the neatly kept lounge just beyond. I approached the front desk and Hannah quickly greeted me by saying, "Hi. How can I help you?" in a very friendly way. I said that I was thinking of becoming a member and Hannah asked if I would like to tour the facility first. I said yes and she had me fill out a tour card and then we had an interview in that lounge. Hannah began the tour with the small group exercise room and then moved to the kid's room. She explained the division of very small children from the older kids and introduced me to the staff and detailed the qualifications of the staff members working with the kids. We then toured the cardio and strengthening room while Hannah continually mentioned how staff would be available to show me how to properly exercise without further re-injuring my shoulders. I asked about specific machines and if she did not know the answer she asked another staff member while introducing us at the same time. We looked into the stretching room and then moved to the large group room and then Hannah had me self tour the men's locker room. We moved back toward the front desk and toured the swimming pool area and she again placed me using the facility.

Not Scored

#2 Q: Please provide a description of how you were asked to join the Y. How did that discussion progress? If you were not asked to join the Y, why do you think you were not asked? After viewing the pool area Hannah led me to the brochures and chose a few to use during her close. She explained the benefits of the Y locations available to members and the features at the separate branches. She went over the pricing and then asked if I would like to join today. I hesitated and then said I need to think about it and Hannah pointed out that the South Valley Family Branch has the lowest price but I could still use the other branches listed in the brochure. Again I declined and Hannah asked if she could phone some time to give me time to decide. We agreed a on a time frame for a call and she thanked me, asked me to return soon and I departed.

Not Scored

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