An Executive Director's point of view

 

April 19, 2016: Dump the grace period

Category: Business practices
Posted by: David M Patt
Here are some very good reasons to eliminate the grace period for memberships.

You should do that for publications, too.

March 29, 2016: Investing in customers

Category: Business practices
Posted by: David M Patt
"Customer service is not a department," declares Forbes contributor Shep Hyken, a past president of the National Speakers Association.

"It is a philosophy to be embraced by every employee, from the CEO to the most recent hire."

And adopting that policy is a good investment for the association.

March 20, 2016: Quality, price, and service

Category: Business practices
Posted by: David M Patt
When purchasing a product, service, or anything else for my association, I want high quality, a reasonable price, and excellent service.

I don't want to be wined and dined, offered gifts or perks, or given other incentives.

I don't want to hear the salesperson's personal story (even if it's true).

I don't care what school the salesperson attended, where that person grew up, or any other personal "connections" we may have.

I do not want to become the salesperson's friend.

I just want high quality, a reasonable price, and excellent service.

This is a business transaction, not a social encounter. So I stick to business.

February 12, 2016: Change your cell number

Category: Business practices
Posted by: David M Patt
When relocating, change your cell phone number to the local area code so people down the street won't have to pay for a long-distance call to talk to you.

February 03, 2016: Out of sight, out of mind

Category: Business practices
Posted by: David M Patt
When notifying workers about matters that impact everybody's jobs, don't forget to tell the people who are not in the office every day.

Be sure to communicate with remote employees, traveling employees, part-time employees, independent contractors, and maybe some vendors or consultants, too.

Password changes, office closings, reimbursement processes, technology repair, travel policies, and myriad association matters need to be communicated to a whole lot of people.

Be sure to remember them all.

October 28, 2015: Early payment (too early)

Category: Business practices
Posted by: David M Patt
If a member pays dues too early in the year, don't just deposit the payment in the association's bank account.

Ask the member if the early payment had been intended. It often wasn't. The member may have forgotten the payment had already been made, and paid a second time.

Offer to refund the payment or add it for another year of dues - even if your group does not offer multi-year memberships. The member may actually opt for the extra year, rather than admit having made a mistake.

But always ask. It is fairer than simply pocketing the cash, and the member will appreciate having been asked.

October 08, 2015: Nobody asked

Category: Business practices
Posted by: David M Patt
Businesses often make changes THEY want and tell you it is to improve YOUR experience. But you didn't ask for those changes and they didn't ask if you wanted them.

LinkedIn is changing how groups operate, claiming it will "make your groups simpler and more relevant." But it didn't ask the groups how to do that or if they even wanted to do that.

Google organizes and highlights email that IT claims is most important to you. But it doesn't ask YOU what you think is important.

Don't do these things in associations. If you want to improve members' experiences, ask them how they think that ought to be done.

And don't lie. Don't claim to know what members and customers think is best. Ask them.

September 04, 2015: The price is right?

Category: Business practices
Posted by: David M Patt
But what's the price?

I received an invite to an event that did not state the price. So, I assumed it was expensive.

I clicked "register now" and it took me to a page that provided more details about the event. But still, no price.

Normally, I would have deleted the invite at that point, but I was curious, so I continued, even though I no longer had any intention of registering.

After clicking "register now" (again), I found myself on a page that promised to tell me the price for the entire event and for individual portions of the event, in case I didn't want to attend the whole thing.

Only when I clicked one of those choices, was I given the price.

If you don't state the price up front, it gives the impression you are hiding it because you know it's too high.

If your event has value, you won't have to hide the price.
Category: Business practices
Posted by: David M Patt
Read 'em here.

August 25, 2015: Fax it

Category: Business practices
Posted by: David M Patt
Many industries and professions utilize faxes for transmission of important information.

Banks, hospitals, insurance companies, and mortgage lenders are among those that often require faxes and do not want documents emailed to them, even though they may maintain robust online services for other activities. Many attorneys, too, prefer paper to electronic communication.

So, before you dump your fax machine, determine how frequently you expect to send and receive faxes, explore alternative fax venues, and calculate the cost of each.

Then decide how best to connect by fax to people with whom you need to be connected by fax.
 
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