I enjoy coming to the John A. Davis YMCA because it's one of the smaller YMCA locations, yet it…read morestill has everything I need for a great workout. One of the biggest advantages is being able to get in, get my workout done, and get out without dealing with long waits for machines. I visit several YMCA locations depending on where my errands take me, and this location has always been a convenient stop for an hour-long workout.
Unfortunately, I've had two separate interactions with the same front desk employee that left me feeling uncomfortable and unwelcome.
About a week ago, I was sitting in the pool area taking an emergency phone call. The area was completely empty, and the facility wasn't scheduled to close for roughly another 40 minutes. The front desk employee approached me and abruptly stated, "We are closing, I need to lock this area."
To be clear, I had no issue with the area being closed or needing to leave. My concern was entirely with the delivery. As many of us know, it's often not what you say but how you say it. A simple, "Excuse me, we're preparing to close this area and I need to lock it up," would have been perfectly fine. Instead, the tone and facial expression came across as unnecessarily harsh. I gathered my belongings and left without argument, but even the person on the emergency call immediately asked, "Who was that?" after hearing the interaction. When I explained what had happened, they also commented on how rude the tone sounded.
I've been a longtime YMCA member and have visited many locations over the years, and I've never left feeling the way I did that day.
Then during a more recent visit, I brought my two teenage sons with me. After scanning my membership card, the same employee stopped me and asked, "Who do we have here with you?" while looking directly at my membership profile. My sons are listed on my account, and their photos are visible on my profile. I answered with their names, but she repeated the question louder. I then repeated their names louder as well, and only then did she respond with, "Okay."
The interaction felt unnecessarily confrontational, especially in front of my children. They are 15 and 17 years old and more than capable of confirming their own names if verification was needed. The exchange felt awkward and embarrassing, and even my sons immediately asked me afterward, "What's wrong with her?" I honestly didn't have an answer.
I want to be fair and acknowledge that I don't know this employee personally, nor do I know what may have been going on in her day. However, after two separate encounters, I do believe there is room for growth in how members are approached and spoken to. Sometimes when people become comfortable in a position, customer service can become mechanical, and the human element gets lost.
I would also be dishonest if I didn't acknowledge how the interactions made me feel. As an African-American woman, I couldn't help but wonder whether there was an underlying bias influencing the way I was being treated. I hope that is not the case. However, the contrast between these private interactions and the otherwise welcoming atmosphere of the YMCA left me questioning whether I was being viewed differently than other members.
With that said, every other staff member I've encountered has been kind, helpful, and accommodating. The YMCA itself continues to be a wonderful community space. I love seeing both the older and younger generations working out together, participating in programs, and building a sense of community. That's one of the things that makes this location special.
Overall, I still appreciate this YMCA and everything it offers. However, these experiences have made me reconsider when I visit. Going forward, I may choose to come earlier in the day or adjust my schedule altogether if these interactions continue.
I genuinely hope this feedback is received in the spirit it's intended--not as an attack, but as an opportunity for improvement. Great facilities are built not only on equipment and programs, but also on how members are made to feel when they walk through the door.
