1. 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.

7. 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.

8. 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

9. Moments of Truth
Positive
+ve
Negative
-ve

10. Moments of Truth

11. 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

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

13. 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

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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

22. Moment of Truth contributes to Distinguished Club Program goals

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