Retain Members By Improving Service

     When members pay dues or make a donation to join your organization, they expect a lot in return. To meet members’ needs, you might provide just a few basic benefits or you might offer a full-scale package.

     But no matter what your budget, staff size or benefits package is, you can (and should) wow your members with top-notch customer service.

     How can you accomplish this? Begin by weaving a service philosophy into the mindset of all staff members. Try these tips:

• Talk about member service at every staff meeting.

• Create service standards for staff to follow. For example, instruct staff to answer the phone within three rings.

• Show you mean business. Designate premium parking spaces for members only. Offer weekend and evening hours to cater to members’ busy schedules.

• Encourage staff to take the initiative in meeting members’ needs. Reward staff members who go above and beyond the call of duty.