Wednesday, July 13, 2011

What Does the Invisible Thought Bubble From Your Members Say?

Have you ever wondered what your members are thinking? Remember the 'invisible thought bubbles' that are drawn about the heads of your cartoon heroes? Ever wonder about the 'invisible thought bubbles' running over the heads of your chapter members? Perhaps they are thinking about things without telling you.
  1. They’re unhappy. There are two industries in which people are often unhappy with service but don’t complain much: health care and nonprofits. Just because you’re not hearing disappointment doesn’t mean your members are pleased with you.
  2. They’ll vote with their wallet. The number one reason members stop supporting your chapter or nonprofit organization is the way they were treated by the organization: a lack of gratitude, no clear understanding of the difference they made, endless requests for support without a clear 'return on investment'.
  3. They want you to do better. They want to be acknowledged, involved and informed. Treat them better ... it’s the single best thing you can do as a chapter leader. Keep the member you have and you won’t have to worry so much about finding new converts. A little gratitude goes a long way.
One way to make the invisible visible is to ask questions. How would you personally answer these three questions:
  • Question 1: How likely is it that you would recommend BDPA to a friend or colleague? (Rate on a scale of 1-10)
  • Question 2: What is the primary reason for the score you just gave us?
  • Question 3: What is the most important improvement that would make you rate us closer to a ten?

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