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I love the downtown Y. It's always clean and the staff members are friendly and focused and always willing to help. They say hi and bye every time I enter and exit... and it seems small but it matters to have good rapport. Yesterday a woman started aggressively interacting with me in one of the studios downstairs. She claimed to want to stretch with me and was being inappropriate and, ignoring my clear desire to be left alone, started asking if we could exchange contact information so I could donate to her nonprofit. It slowly became clear she might not have been a member and had somehow entered the building without permission. I felt quite comfortable informing the front desk person (I forget his name) who listened patiently and attentively and acknowledged that someone else had just complained and that he was going to find his manager and address the issue. This is an extreme scenario but an example of how an engaged front desk staff can quickly address issues before they become major problems.
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