<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=1189527557777502&amp;ev=PageView&amp;noscript=1">

MC Talks
The MemberClicks Blog

Engaging First-Time Conference Attendees

Engaging First-Time Conference Attendees: 4 Tactics to Try

Of course you want to provide an exceptional experience for ALL of your conference attendees, but ensuring that happens for your first-time attendees is particularly important. Their decision to attend future events (and possibly even renew their membership) depends heavily on that first experience, so going the extra mile for those folks, in particular, is certainly worth it.

What does “going the extra mile” for your first-time attendees look like? Here are a few tactics worth trying:

Continue Reading...

 

Dealing with Unhappy Members: 5 Tips

Posted by Callie Walker

Member_Complaints-1.jpg

As an association professional, you work in the people business. It can be rewarding, of course, but also, occasionally difficult. People get upset - it’s just a way of life. But it’s how you handle those unhappy members that can truly make all the difference.

Not sure how to handle member criticisms or complaints? Take a look at these five tips:

1. Adjust your mindset

When a member comes to you expressing their unhappiness, your first course of action should be to put yourself in their shoes. Don’t immediately get defensive or brush them off as ‘wrong.’ Instead, focus 100 percent of your energy on the fact that you have an unhappy member and it’s up to you to make it right. Once your mind is in the right place, you’ll be better equipped to handle the situation.

2. Listen carefully

This is perhaps the most important step of them all. Your members want to be heard, so let them air their grievances without any interruptions. Consider starting the conversation off with, “So tell me what’s going on,” or “Please let me know why you’re upset.” Don’t try to solve the problem right away - just let them tell their story. Your turn to talk will come soon enough.

3. Apologize

Whether you did anything wrong or not - be empathetic. Let the member know that you’re genuinely sorry for how the situation has made them feel and that you’re willing to help in any way that you can. (Empathy goes a long way with people.)

4. Present a solution

When a member comes to you with a problem, they likely want two things: 1) to vent, and 2) a solution. If you listen carefully and apologize, you’ll likely take care of #1. That leaves #2 to handle.

If you know what will make your member happy, go ahead and tell them how you’d like to correct the situation. That said, if you’re not sure what your member wants, ask! Together, I’m sure you can come up with a solution.

5. Follow up

Let’s say you’ve presented a solution and taken care of the situation. If so, good for you. The hard part is officially behind you. But before you call it a day, there’s one more step to complete: the follow-up phase.

A few days to a week after the problem has been resolved, reach out to your member to make sure they’re ok/things are still running smoothly. This may be extra work for you, but it will be extra special (and memorable) for your member. (And that’s the key to satisfaction and retention.)

Complaints are a natural part of membership management. They come with the territory. But trust us, you’re more than equipped to handle unhappy members. Just follow these five steps and you should be good to go.

Want more tips for managing your organization’s membership? Check out our free Guide to Membership Management below!

The Ultimate Guide to Membership Management  Everything you need to know about managing your membership online, from  acquisition to engagement to retention. Download this guide

Topics: association management, association leadership, Association Views

Get MC Talks in your inbox!  Click here to subscribe to our blog updates through email. Subscribe!

Need tips to manage your membership?  Don't miss our ultimate guide to membership management! Download Now

Follow Us