The Successful Club Series Moments of Truth The Successful Club Series Toastmasters International Where Leaders Are Made - will be the tagline moving forward. Different from a theme, this is an enduring message of who we are today. It will not change from year to year. “In order to accomplish our mission, Toastmasters members, clubs and districts must provide one single, consistent message that demonstrates what Toastmasters is and what we offer the world.” – Toastmasters International President Michael Notaro, DTM For many years, Toastmasters has been synonymous with public speaking, However the powerful combination of strengthening one’s competence in communication and building leadership skills through participation in Toastmasters is what differentiates Toastmasters International from other skill-building programs. The new official tagline, “Where Leaders Are Made,” reflects this synergy between communication and leadership. Toastmasters training helps members build their competence in communication so they can gain the confidence to speak effectively and lead others. It is important that we all understand what this tagline means. It is not intended to summarize the entire member experience; rather, it represents what differentiates Toastmasters. It tells members and potential members what makes Toastmasters different from any other option they could choose to grow their communication and leadership skills. By consistently implementing this tagline along with the supporting brand positioning messages and imagery, you convey to the world that Toastmasters owns that place where members join and gain confidence in public speaking and communication. That confidence often gives them the strength to lead. Regardless of whether a Toastmaster has chosen to become a leader or not, but the mere fact that they are strong, clear and confident communicators, they are often naturally sought out as mentors, advisors and leaders.

Moments of Truth A moment of truth is an episode where a person comes in contact with any aspect of the Toastmasters experience and forms an impression of a club’s quality and service.

Moments of Truth Moments of Truth is a tool that enables sustained club quality through guided evaluation and targeted recommendations Each moment of truth represents an opportunity for the club to create a positive impression

Moments of Truth Positive +ve Negative -ve

Moments of Truth

The Reasons Members Leave 2011 Moments of Truth The Reasons Members Leave 2011 3% move away 1% die 9% move on to other products because of a recommendation 9% find a cheaper product elsewhere 68% go elsewhere because the people they deal with are indifferent to their needs 10% are chronically dissatisfied

Moments of Truth 2(10%) 8(40%) 5(25%) 5(25%)

A High-Quality Club Encourages and celebrates member achievement Provides a supportive and fun environment Offers a professionally-organized meeting with variety Club officers are trained in all aspects of club quality Members have access to a formal mentoring program Members are provided evaluations that help them grow Members are motivated to achieve their goals

Toastmasters’ Moments of Truth First impressions Membership orientation Fellowship, variety, and communication Program planning and meeting organization Membership strength Achievement recognition

First Impressions Guests greeted warmly and introduced to officers and members Guest book and name tags provided Professionally arranged meeting room Convenient meeting location Guests invited to address the club Guests invited to join

Membership Orientation Formal induction, including presentation of pin and manuals Assignment of mentor Education programs and recognition system discussed Learning needs assessed Speaking role(s) assigned Member involved in club activities

Fellowship, Variety, and Communication Guests greeted warmly Enjoyable, educational meetings Regularly-scheduled social events Participation in area, district, and International events Inter-club events Club newsletter and/or website– updated regularly

Program Planning and Meeting Organization Program and agenda publicized in advance Members are prepared to carry out all program assignments All projects are manual projects Meetings begin and end on time Creative Table Topics™ and activities Positive and helpful evaluations

Membership Strength Club has 20 or more members Members are retained Promotion in club’s organization or community Club programs are varied and exciting Toastmasters sponsoring new members are recognized Regular membership-building programs

Achievement Recognition Award applications immediately submitted to World Headquarters Progress chart displayed and maintained Member achievements recognized with ceremony Club, district, and International leaders recognized Club and member achievements publicized DCP used for planning and recognition

How Well Does The Club Perform on Each Standard? First impressions Membership orientation Fellowship, variety, and communication Program planning and meeting organization Membership strength Achievement recognition

Moment of Truth contributes to Distinguished Club Program goals

You never get a second chance to make a first impression.