December 7, 2015
With a constant focus on strategic objectives, planning ahead and the bigger picture, it’s easy to lose sight of small details. Finer points that you may be blind to in working on the association daily could be the only glimpse of your association that a prospective member, company, potential sponsor or partner may interact with.
Here are some small changes you can make no matter what way you interact with your client:
On the Phone
- Have info in your eyesight. Post any type of information you wouldn’t know off the top of your head above your desk – prices and dates for future events, email addresses, addresses of venues. When someone calls you can provide the information immediately instead of making the caller wait while you click through webpages or documents. It may only be a few seconds of saved time for the caller but it’s appreciated.
- Make it visual. Are there any aspects of your website that may be confusing? Do you consistently get asked the same question? If so, take screenshots of the process step by step. Construct an email and save it so when you receive those email questions like, “I can’t register to become a member” you can send the person the exact, detailed information they need.
On Your Website
- Include information for your entire audience. Consider all the key constituents your association interacts with. On the main webpage is there an easily accessible spot for those groups to find information quickly? For example if you are open to sponsorship, is there a button labeled “Sponsorship”? If not, add it. You may be missing out on large pockets of people who visit your website and leave quickly because information was not easily accessible.
- Keep your representatives in the know. Mention any key pieces of information to your association representatives as soon as they arrive. This includes any staff, volunteers or association leaders that are on sight. Key information includes where the closest restroom is, coat check location, the Wi Fi password or any other type of information an attendee would ask. Although a small detail to you, your association representatives will feel confident and well informed and your attendees will have a unified image of the association.
Whether it be one new member or one new sponsor, making a few changes to client service approaches can lead to a major impact on your association as a whole.