The document discusses the mission of Toastmasters clubs to provide a supportive learning environment for developing communication and leadership skills. It notes that most members leave clubs due to indifference to their needs rather than other reasons like moving or cost. The key concept discussed is "Moments of Truth", when members form impressions of a club's quality during interactions. It lists examples of Moments of Truth like first impressions, orientations, fellowship activities, meeting organization, membership strength, and recognition of achievements. The document stresses the importance of positively addressing these touchpoints to retain membership.

1. The Successful Club Series
Moments of Truth
290
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2. The Mission of the Club
The mission of a Toastmasters club is
to provide a mutually supportive and
positive learning environment in which
every member has the opportunity to
develop communication and leadership
skills, which in turn foster self-
confidence and personal growth.
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3. The Reasons Members Leave
 1% die
 3% move away
 9% move on to other products because
of someone’s recommendation
 9% find a cheaper product elsewhere
 10% are chronically dissatisfied
 68% leave because people are
indifferent to their needs
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4. Moments of Truth
A Moment of Truth is an episode
where a member comes in contact
with any aspect of the
Toastmasters experience and
forms an impression of a club’s
quality and service.
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5. Toastmasters’ Moments of Truth
 First impressions
 Membership orientation
 Fellowship, variety and communication
 Program planning and meeting
organization
 Membership strength
 Achievement recognition
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6. First Impressions
 Guests greeted warmly and introduced to
officers and members
 Guest book and name tags provided
 Professionally arranged meeting room
 Arrangements meet speakers’ needs
 Guests invited to address the club
 Guests invited to join
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7. New Member Orientations
 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’s activities
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8. Fellowship, Variety and
Communication
 Guests greeted warmly
 Enjoyable and educational meetings
 Regularly-scheduled social events
 Participation in area, district and
International events
 Inter-club events
 Club newsletter and/or Web site–
updated regularly
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9. 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
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10. 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
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11. Recognizing Accomplishments
 Award applications immediately submitted to WHQ
 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
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