An Executive Director's point of view
October 15, 2014: Tell the truth
Don't say you are improving their experience. If they complain about the change, the experience has not improved, and saying that it has makes your association appear misguided, uninformed, and just plain insulting.
Let them know that you database has been changed, or that you want to eliminate collection problems, or that people had abused previous policies, or that there just aren't enough buyers for the products you used to sell.
Always tell the truth.
October 13, 2014: Good customer service is an asset
The promise of great customer service is an excellent way to attract customers and members. And delivery of great customer service is an excellent way to retain those customers and members.
So, don't think of customer service as a money drain. Think of it as one of your association's most effective marketing tools.
September 10, 2014: Lies, damn lies, and advertising
May 20, 2014: Who listens to voicemail messages?
Many folks merely call the number that appears on their CallerID. They don't want to waste time calling voicemail and listening to a message when they can just call you back.
And they often assume you've called from a cell phone (and wished you had texted, instead) and think they can reach you anytime.
So, you may not want to bother leaving a message when you call somebody. Just be sure to call from the phone number where you want the call returned.
May 07, 2014: Tricks
2. A web site states that a service is free, but the asterisk following the word "free" leads to a footnote that tells you there really is a cost for the service.
3. The price of a product is not displayed on the web site. Only after you have clicked "buy" and completed a form are you told the fee.
4. Free shipping of a product is offered but when you click "buy" you are told the free shipping does not apply to that product.
5. A message says a discount ends tomorrow. The same message is delivered a week later and says the discount ends tomorrow.
6. A business lists its address and hours of operation, but not a telephone number or email address.
7. A web contact page does not include a telephone number.
8. A web contact page does not provide a telephone number until you have opened a certain link on an FAQ page.
9. A free document is offered online but you have to register on a web site to receive it. You can't just download it.
10. A caller offers a deal on a product or service but does not identify the company providing the offer.
Don't try to trick customers or members. Be truthful about your offer and your intentions and make it easy for people to contact you.
If you are offering something of value, you should not have to trick people into buying your product or joining your association.
April 21, 2014: Start webinars on time
Don't do that.
Always start on time. Don't wait for people to gather.
If attendees want all of the information, they should show up on time. And those who do should know the webinar will start on time.
April 14, 2014: Don't make them pay
They should be able to call a toll-free number and the organization should pay the fee.
Even local associations should do that. A person who organizes a conference call from a cell phone, for example, may have relocated from across the country and kept an old number. So a call to a colleague down the street will incur a long distance charge.
Conference calls should be free to all of the individuals on the call.
January 21, 2014: Customer service fail
January 08, 2014: Weather
1. What was routine where you worked in the past, may not be routine where you are working now. Adopt a policy that works for your current location.
2. You may not feel inconvenienced by a bit of snow or cold, but government agencies may not be prepared for it. So, roads, buses, and trains may not be ready for commuters.
3. No, everybody cannot work from home. If schools are closed, employees with school-age children will be parenting, not working - even if they really want to work.
4. Not everybody has computer access at home. Or, they have to share it with other family members (adults included).
5. If weather problems affect power, computer access will be affected, too.
6. Adverse weather may not be experienced in every part of a large metropolitan area. Storms may deluge one area while others enjoy sunshine and clear weather.
So, be flexible. Be lenient. Recognize that most associations do not deliver essential services. Being closed or slowed down for a day or two usually won't matter.
December 19, 2013: What's a guest?
Now, I've been to that museum, and I didn't think I was treated like a "guest." I paid an admission fee - a high admission fee - for myself and for each family member, plus extra for a special exhibit, plus more for parking, and also for overpriced lunch fare.
It would have been appropriate to call me a "customer" or a "visitor," but not a "guest."
Don't use oh-so-precious language to make association members and customers feel like they are something special. Treating them like guests (even if you charge them a lot of money) is good. But calling them guests is just going too far.