Charles River Wheelers

Listening to members

2023-08-20 10:26 AM | Anonymous

By WheelPeople Editors

As a member of any organization, you want to have your preferences known to the
managing authority. That’s the case whether you want more exciting menus at
organization dinners, learning opportunities for beginners, or events in your area. And
it’s well known that successful businesses listen to what customers are telling them.
The goal of a volunteer organization such as CRW is not profitability. Our mission is
primarily serving our members and consequently understanding their needs. The best
way to do this is by listening to what you tell us. We, of course, ask questions, conduct
surveys, and get specific around certain issues.
Ironically, during informal conversations, a member may raise an issue or make a
request and we reluctantly must respond “no, we don’t do that.” But the response to
issues raised or requests made doesn’t end with the “no.” Getting this input helps us
define changes in how we go about planning our rides.
Over the past few years, for example, we’ve made changes to our century rides in
response to rider feedback. This includes additional and earlier water stops and much-
appreciated iced Gatorade on brutally hot days. We’ve also run introductory group rides
for those new to the club and follow-the-leader rides periodically. Several times a
season we host after-ride events so riders can socialize.
We can’t accommodate all requests, however, and probably the single most frequent
“no” response is in regard to restrooms at ride starts. We try to have restrooms available
at starts when we can but here the costs and more the logistics work against us.
Club leadership actively seeks your point of view, which is vital to our overall success.
Feel free to contact us via
with any suggestions or concerns as to how we
go about our business. But please keep in mind, we are not a business. In any case,
your opinion can only lead to improved member satisfaction and a better club for all of

© Charles River Wheelers, a 501(c)3 Organization

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