Dealing With Dumb Members

Do you hear the same question over and over again?  Do you consistently have members making the same errors on forms, etc.

When you have multiple members doing the same thing, then that is a good indicator that you should examine your information, instructions, etc. more thoroughly.  A good practice is to also test the documentation....is it clear what is required and how it should be done?  And for best results, test it on someone external to the organization.

Reality Check: Make sure the problem is not caused by the association.

Sure, some members may be too lazy to read the information that is provided to them, or not paying attention while they read the information.  Some may even be unable to understand it...they are in over their head.

However, rather than writing off this small minority, give them some additional attention to ensure they understand the documentation.  It will help you improve the clarity of documentation in the future, but it will also create some loyal members.

These people are used to being dismissed.  However, when they have positive experiences with the association, they are excellent candidates to become loyal members.

Reality Check: Take some extra time with members who have problems with the simplest instructions and information.  Turn them into loyal members!

Wayne Amundson is president of Association Xpertise Inc., a consulting firm serving associations and non-profits. He is also a writer and speaker on association and non-profit management and governance, and is editor of The Canadian Association e-zine and co-author of the new “Primer for Directors of Not-for-Profit Corporations” published by the Industry Canada and three non-profit umbrella groups in Canada. 
Phone: 403-374-1822 E-mail: admin@axi.ca  Website: www.axi.ca 

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