When it comes to creating exceptional campus experiences, customer service is not just a value at CENTERS. It is the foundation of how we operate, how we partner, and how we create meaningful impact across every institution we support. The CENTERS approach is intentional. It is structured. It is scalable. Most importantly, it drives results.
At Harper College, Frank Wawrzyniak, Assistant Director of Membership and Fitness Center Operations for CENTERS at Harper College, leads membership services, risk management training, and fitness center operations with a steady focus on excellence. At DePaul University, Sabrina Wilson, Customer Service Manager for CENTERS at DePaul University, manages customer service operations with the same commitment to consistency, care, and culture. Together, their insights illustrate what the CENTERS standard looks like in practice.
The CENTERS Standard
A CENTERS-managed facility is recognizable the moment someone walks in. Professional staff. Clean and welcoming spaces. Confident guidance. Positive energy. This is not a coincidence. It is created through four standards of service that guide every interaction.
Every Interaction Matters
We believe that every touchpoint counts. From the front desk to the fitness floor, our teams are trained to turn each moment into an opportunity to engage, connect, and exceed expectations.- Photo Ready
First impressions define experiences. A CENTERS facility reflects pride, attention to detail, and operational discipline. We ensure that every space is clean, safe, and ready for members to feel proud of where they work out, study, and connect. - Be the Expert
Knowledge builds trust. Our staff are trained to be confident in their expertise, ready to provide accurate information, solutions, and support. Through structured training and consistent coaching, we make sure every team member is prepared to lead with confidence. - Cultivate Positivity
Culture drives results. At CENTERS, positivity is not an afterthought. It is an operational strategy. It improves retention, builds community, and creates an environment where both staff and members thrive.
These standards are built into onboarding, coaching, assessments, and daily operations to create a consistent, high-quality member experience from campus to campus.
What does exceptional service look like when it moves from a concept to a culture?
Frank explains that true service excellence starts with care. “It looks a lot like caring. These standards define caring on different levels and make it trainable. When it is effective, you hear it from customers. Members constantly tell me how much they appreciate my team.”
Sabrina reinforces that culture emerges through aligned action. “Exceptional service becomes culture when actions reflect purpose. Culture is built when every employee owns the customer experience.”
Both leaders confirm that service excellence becomes sustainable only when it becomes cultural.
Which CENTERS standard drives the greatest impact on team success?
For Frank, one standard stands out. “Be the Expert is the foundation. If we cannot handle the basics, we cannot handle being trusted.”
Sabrina highlights how the standards work together. “Each standard plays an essential role. One cannot stand without the others.”
Their perspectives reinforce that CENTERS service excellence is both structured and flexible, allowing teams to adapt to their environment while maintaining a shared brand of professionalism.
How everyday interactions evolve into trust and loyalty
Frank believes the power is in genuine connection. “It is as simple as making connections, appreciating the ability to do so, and cultivating them as much as possible.”
Sabrina focuses on follow-through. “Empathy and personalization build trust. Keeping promises and managing expectations reinforce it.” These moments create the kind of member experience that campuses want to be known for.
What habits protect service excellence on the busiest days?
Frank appreciates CENTERS’ realistic but ambitious mindset. “Service will slip. What matters is catching it, acknowledging it, fixing it, and moving on. Better is Better. Not perfect is perfect.”
Sabrina focuses on structured development. “Assessments, coaching sessions, and role-playing keep our service strong. We keep learning and exploring new ways to wow our customers.”
These habits ensure excellence is consistent, not convenient.
What makes CENTERS stand out as a partner in delivering service that drives results?
Frank emphasizes the strength of the network. “CENTERS’ greatest resource is its people. I can call ten colleagues at any moment for insight. Collaboration elevates everything.”
Sabrina highlights the strategic difference. “CENTERS stands out for its expertise, client-focused strategies, and innovative solutions that drive results. Ideas turn into action, and results are delivered.”
This blend of talent, strategy, and execution is what positions CENTERS as a leader in campus recreation management nationwide.
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