1. Moments of Truth D59 2017-2018 Support for Growth
Evaluating the club experience to increase CLUB QUALITY
Francesco FEDELE with the PQDs&CGDs

2. Moments of Truth
When anyone comes in contact with any aspect of Toastmasters, the person forms an impression based on her experience at that particular time. These decisive times when initial impressions are formed are known as moments of truth.

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

4. 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

5. Areas of Evaluation First impressions Membership orientation
Fellowship, variety, and communication
Program planning and meeting organization
Membership strength
Achievement recognition

6. Break-out in six separate groups to discuss one of the areas
Process:
Each group will have 20 minutes to discuss the performance of club in the selected area – for each area there will be a facilitator. Each group must elect a rapporteur.
After the group discussion we will come back all together and the rapporteur will present in maximum 2 minutes the three main challenges and the three main best practices for the area analyzed. The rapportuer should also suggest what the District can do to support the clubs that have those specific challenges (ask the group facilitator for tips).
Areas of discussion:
First impressions - Siegfried
Membership orientation - Nacho
Fellowship, variety, and communication – Ana/Sara
Program planning and meeting organization - Nelson
Membership strength - Francesco
Achievement recognition - Ulrike

7. Results from break-out session

8. Results for survey on Club Experience Evaluation (30 out 80)
0. Not applicable or nor able to evaluate
Never
Seldom
Sometime
Often
Always

9. 1. First Impressions
Guests greeted warmly and introduced to officers and members
4,7
Guest book and name tags provided
2,6
Professionally arranged meeting room
4,4
Convenient meeting location
Guests invited to address the club
Guests invited to join

10. 2. Membership Orientation
Formal induction, including presentation of pin and manuals
3,5
Assignment of mentor
3,9
Education programs and recognition system discussed
4,1
Learning needs assessed
3,2
Speaking role(s) assigned
Member involved in club activities
4,3

11. 3. Fellowship, Variety, and Communication
Guests greeted warmly
4,8
Enjoyable, educational meetings
4,4
Regularly-scheduled social events
3,8
Participation in area, district, and International events
3,9
Inter-club events
4,0
Club newsletter and/or website– updated regularly

12. 4. Program Planning and Meeting Organization
Program and agenda publicized in advance
4,3
Members are prepared to carry out all program assignments
All projects are manual projects
4,5
Meetings begin and end on time
3,9
Creative Table Topics™ and activities
Positive and helpful evaluations 5

13. 5. Membership Strength
Club has 20 or more members
4,6
Members are retained
3,9
Promotion in club’s organization or community
3,8
Club programs are varied and exciting
4,0
Toastmasters sponsoring new members are recognized
2,7
Regular membership-building programs
2,9 5

14. 6. Achievement Recognition
Award applications immediately submitted to World Headquarters
4,3
Progress chart displayed and maintained
3,1
Member achievements recognized with ceremony
4,0
Club, district, and International leaders recognized
Club and member achievements publicized
3,7
DCP used for planning and recognition 5

17. Club Evaluation Meeting A way to do a MOT
290

18. A special meeting
Status of the club, reports from each officer, from VPE, VPM, VPPR…
Discussion in six groups to collect best practices and problems for each category
Presentation of results of discussion in the six areas and their standards, ideas for improvements, results of survey for each area

19. Results achieved so far: VPE
2 CC, 1 CL, 1 ALB, 1 ALS
200 speeches given
Almost all roles filled before meeting

20. Results achieved so far: VPM
27 members
7 new members
Lost 5 members at last renewal cycle

21. Results achieved so far: VPPR
500 likes on Facebook page
350 users on Facebook group
100 followers on Instagram
Website not updated in the last six months

22. Results achieved so far: Treasurer
All members paid
1000 EUR in the bank
We had to raise the fee

23. Results achieved so far: Secretary
All minutes stored
Using easy-speak to track info of members
We have no inventory list

24. Results achieved so far: SAA
Nice meeting room
Beverages always available
Banner always displayed
Meeting room a bit hot

25. Results achieved so far: President
Club already President Distinguished
Strong club, best in our area
Lost some very good members

26. Best practices and challenges in Our Club for each evaluation area
First impressions
Membership orientation
Fellowship, variety, and communication
Program planning and meeting organization
Membership strength
Achievement recognition 11

27. Evaluation 0. Not applicable or nor able to evaluate Never Seldom
Sometime
Often
Always 4

28. 1. First Impressions
Guests greeted warmly and introduced to officers and members
4,8
Guest book and name tags provided
2,4
Professionally arranged meeting room
4,5
Convenient meeting location
Guests invited to address the club
4,3
Guests invited to join
5,0

29. Moments of Truth
A tool that enables sustained club quality through guided evaluation and targeted recommendations:
LET’S HAVE CLUBS USE IT!