1. ® FOR YOUTH DEVELOPMENT ® FOR HEALTHY LIVING FOR SOCIAL RESPONSIBILITY Our Renovation Story COUNTRYSIDE YMCA | LEBANON How we keep our members informed and up-to-date.

2. KEEP YOUR WATER BOTTLE HALF FULL AND AIM FOR SECOND PLACE How what you say and do is critical during our renovation. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

3. Some people are… Water bottle half full Water bottle half empty Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

4. Whatever your tendency, while on the job and interacting with members, we need you to be: Water bottle half full Water bottle half empty Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

5. That is because many members are sometimes going to feel: Water bottle half full Water bottle half empty Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

6. Yes, in many ways, for us employees, the renovation will be: Disruptive Noisy Dusty Inconvenient Frustrating Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

7. But we must keep those feelings amongst ourselves and behind closed doors. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

8. Regardless of your specific job description and work schedule, one thing should be commonplace: A genuine desire to serve our members. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

9. Members are first. We are second. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

10. Our mission is to help members get through this messy phase and recognize that the water bottle is half full: that this journey is leading us to a better place. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

11. We are here for them. And without them, we wouldn’t have our jobs. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

12. Embracing this philosophy every single time you walk into this building is a must. We are here for them. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

13. “No pain, no gain.” Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

14. Are we asking you to be all smiles, rainbows and unicorns? We gain nothing by acting as if the renovation isn’t complicating our members’ lives. Of course it is! No! Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

15. Besides, it’s not called MAKEOVER MADNESS for nothing, right? Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

16. Put members first during the renovation. Help manage the frustration in the moment. Remind them of what’s to come. But what we ask you to do is: We also have to be honest with members: tell the truth, but don’t fan the gossip flame. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

17. If you have: 1.A good attitude and a positive demeanor; and 2.Answers to their questions, Our members will find getting through the renovation a manageable process. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

18. We must each be singing from the same song book. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

19. This consistency will reassure and provide some comfort to our members. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

20. To help all with this, we’ve developed some key messages for you to remember: U L T R A We’re launching Makeover Madness, a two-year renovation to greatly UPGRADE our facilities for you. You spoke, we LISTENED. We are always TRYING to make the Y the best facility possible for members. Together, we’ll enjoy the renovation RESULTS. AWESOME! Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

21. Keep this acronym top of mind and let it influence what you say to members. U L T R A Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

22. In order to inform our members, you must be informed. We promise, beginning today, to provide you with information and details. We need you to read it and be prepared to share. Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

23. Read the daily FYI Like our Facebook page Follow us on Twitter Check the staff website Go to our public website Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

24. LET’S ROLE PLAY… Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

25. LET’S ROLE PLAY… Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

26. LET’S ROLE PLAY… Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

27. LET’S ROLE PLAY… Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

28. IN CLOSING… ULTRAULTRA We’re launching Makeover Madness, a two-year renovation to greatly UPGRADE our facilities for you. You spoke, we LISTENED. We are always TRYING to make the Y the best facility possible for members. Together, we’ll enjoy the renovation RESULTS. AWESOME! Keep ULTRA at the top of your mind: Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

29. STAY POSITIVE: HELP EVERYONE APPRECIATE THAT OUR WATER BOTTLE IS HALF FULL (AT LEAST) Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness

30. MEMBERS FIRST: WHEN YOU PUT YOURSELF SECOND, WE WIN! Copyright ® 2014 COUNTRYSIDE YMCA | LEBANON www.countrysideymca.org/MakeoverMadness