At its core, customer service is a knowledge of services and experience that achieves results — and connecting to your customer so you can reach the best possible outcome. No matter the sector, the human relationship that is customer service is critical to success.
So why is that?
A company is just a business without the people who work there. It’s the people who make any company great. The same can be said for a non-profit. A non-profit is just an association, without the people there to organize, serve, and support. Without the people there is no success.
So, you have people? Great!
That one factor means you can provide great customer service, right? Wrong.
Customer service means connecting to the members. Members, or the community your non-profit serves, are the heart of any organization. The bonds you build between people are what can cause an association to grow or to fail. With strong bonds and a real connection to the needs of your organization, the association can grow.
Like any relationship, being in tune to the needs of your community are key. Not sure how best to serve your members or how to select your next new member benefit? Ask! Give opportunities for your community to provide feedback.
Without these connections and a strong customer service focus, non-profits will struggle to succeed in membership growth and retention. Ultimately, customer service is intrinsic to a well-run non-profit organization.
Are you a smaller non-profit that is
spending lots of time and energy on anniversary dues billing each month? Switching
to a calendar year dues cycle could save staff a lot of time!
Have you considered these benefits to
moving to a calendar year dues cycle?
organization’s budget and activity year with the budget and activity years of
organization’s cash flow throughout the budget year.
accuracy of your organization’s budget since the dues revenue is typically
received in the first three months of the year. If dues are not received as
expected, then the organization has the remaining nine months of the year to
Saves staff time
with handling dues billing once a year vs. twelve times throughout the year.
Once the decision is made, how do you
notify your membership?
Send an email or
letter to each member notifying them of the change. Be sure to include an
outline of how this decision will benefit the organization.
Give your members
options on how to transition to the new dues cycle.
A single payment:
pay a pro-rated amount for the remainder of the current calendar year along
with the annual dues for the next calendar year.
Two payments: pay
a pro-rated amount for the remainder of the current calendar year and be
invoiced for the annual dues for the next calendar year.
calendar year cycle has been more common among smaller non-profits while
anniversary-based dues cycles are more common among individual membership
organizations. Calendar year cycles tend to align with an organization’s fiscal
year and are easier for a small staff to manage since billing takes place
during a specified span of time vs. all year, freeing the staff to focus on
other management tasks.
Are you interested in learning more about what IMI can do for your non-profit? Email me at email@example.com for more information.
Getting ready to plan your next fundraising appeal and looking to save some costs? With mailing lists totaling in the thousands, it can be quite daunting to think about printing, stuffing, and mailing out your appeal letters from your office. But, at the same time, the cost savings could be a real boon.
So how do you know when it’s time to do your appeal in-house and how do you know when to stick with your third-party creative design and print team?
Before you bring your appeal in-house, consider the following:
You must have the internal resources – both the creative and technical experience – to create and execute the appeal in-house.
The physical cost savings may be there, but did you factor the investment of staff time? Also consider that sometimes managing a third-party can be as time consuming as doing it yourself.
If you have determined that you have the internal resources and staff time to bring the appeal process in-house, then consider the following:
The costs of hiring a professional communications company may not be justified. We sometimes do what we have done because we have always done it that way. Analyze the ROI. After looking at the numbers more closely, we came to understand that we were spending too much compared to what we were taking in. We were able to decrease costs by 2/3 and increase total donations by 45% by managing the appeal in-house.
The ability to target letters, e-mails, and social media to make the message more personal may be easier than working through a third-party. We were nimbler with our messages as we were able to be responsive to what we saw happening in real time. For example, if you see your social media posts creating more donations, you can quickly purchase more Facebook ads or post more on your preferred social media platforms.
Adding a personal touch is easier. Each letter touched the hands of our staff which means the Executive Director personally signed each letter. When needed, a letter also included a handwritten note.
There is so much to consider when doing an appeal. You have a limited number of times you can contact your donors for financial support so you want each of those times to be their best. You should look at each appeal letter opportunity to see what works best at that point in time for you. Don’t shy away from your own internal skills and abilities!
If you’d like assistance with your donations appeals, IMI Association Executives can help! Our expert staff will assist you with everything you need to run a successful campaign. Contact us today.
As we go along each day at work, great, innovative ideas
come to mind. However, we dismiss them or don’t share them with someone because
we’re scared the idea might not stick. That great idea has succumbed to fear
and starts to slip away, we fall back into our comfort zone of just doing what
we always have done and we let a great idea fall to the wayside. My advice?
Treat your idea like a spaghetti noodle.
Let me explain.
Growing up, my best friend Jim’s mother, Millie, was an
amazing cook. Millie made her spaghetti noodles, bread, and sauces from
scratch. The first time I went to my friend’s house for dinner, Millie was
making spaghetti. I was sitting at the kitchen table with Jim and his brother
and I noticed Millie pull a noodle from the boiling water and throw it against
the wall behind the stove. I watched Mille do this three or four times. Being
inquisitive, I asked Millie, “Why are you throwing the noodles against the wall?”
Millie said, “When the noodle is cooked perfectly, it will stick to the wall.”
So, like any other 12-year-old boy, I asked, “Can I throw one?” I actually
threw two. The second noodle did stick and we all had a good laugh.
As strange as it may seem, ideas can be like the spaghetti Millie used to make. When a great idea comes to mind, let it simmer, then throw it against the wall to see if it will stick. Don’t allow discomfort and fear to undercook your ideas.
So, your professional association has asked you to do an educational webinar for its members. Some people can deliver a killer in-person presentation but are very uncomfortable when it comes to presenting to an audience they can’t see. I’ve compiled a few webinar presenter tips that will help ensure that you are equipped to deliver an amazing and memorable presentation.
1. Know Your Audience
Speak the language of your audience. When preparing your
webinar presentation, know who will be watching the webinar – companies,
organizations, specialties, etc. This will allow you to tailor your
presentation so it is valuable and relatable to your attendees.
2. Prepare the Presentation
The webinar should address ONE topic. Do not try to cram too
much into a webinar, you will lose your learner and will simply run out of
time. Avoid a “death by PowerPoint” presentation. Don’t just read the slides! If
you use a PowerPoint, the slides should be prompts on points you need to cover to
keep your presentation flowing. With your slides, ensure there is something new
to look at every minute or so on the screen. Use powerful images in your
presentation that align with your content to keep the audience’s attention.
A great way to include multiple engagement opportunities
with webinar attendees to keep them entertained are polls. Create and provide
to your facilitator one or two polls to be conducted during your presentation
and have attendees enter their answers in the chat box. Some platforms even
provide in-time results on the screen.
3. Write down an outline or create a script
The script is a valuable tool to keep you on track and prevent you going on tangents that could cost you time. Scripts should include when to ask webinar attendees a question or request that they answer a poll. To go even further, include when to take a breath and/or pause and also when to advance the slides (especially if you have more than one speaker). This visual cue will keep you in check if you start speaking too quickly or when to change presenters or slides. Here’s an example introduction script from one of my recent webinars:
In recognition of National Nursing Week, today’s webinar is brought to INACSL members at no cost.
For those of you who may be new to INACSL, it is a non-profit organization whose mission is to promote, research and disseminate evidence-based practice standards for clinical simulation methodologies and learning environments. This webinar is one example of how INACSL aims to meet its vision as Nursing’s portal to the world of clinical simulation pedagogy and learning environments.
MOVE TO SLIDE 2
Highlight sections that are important to add a little extra energy. With a solid webinar script, you will sign into the webinar fully prepared and ready to go without any hesitations on where to begin. Having said this, don’t let the script make you a robot. Even if you are nervous, keep working to channel the verbal and physical qualities that are unique to you. Audiences want personality! Do not be afraid to let yours come through. You need not to sound scripted or robotic to be an effective speaker.
4. Make sure your facilitator (or host) schedules a practice session
This is the time for mistakes! If your facilitator does not
offer a practice session, ask for one. Practice sessions are crucial for a
successful webinar. I always schedule a first practice session about a week
before the live or final recording session. Scheduling within this timeframe
allows speakers to ask questions, correct any timing issues or make edits to the
slide presentation before going live. Other benefits of a practice session:
It provides an opportunity to train on the platform.
Whether it is how to advance your PowerPoint slides, type a question in the
chat or mute yourself. Without proper preparation and training before a
webinar, you may be confused if you are not familiar with their webinar
platform. For optimal sound quality, use audio through the computer (VoIP),
with a USB headset with microphone to avoid creating feedback/echoing during
your presentation. If you consider yourself “technically-challenged” do not
hesitate to ask for multiple training sessions until you have it down.
You and the facilitator will have time to review
the agenda and objectives of the webinar content to ensure it aligns with the
text on the webinar registration page and that it fulfills the objectives. If
there are other speakers, you will have the chance to generate some chemistry.
Do a dry-run of the entire presentation
including the introduction and conclusion. This is especially important if the
facilitator or another speaker has prepared them to see if the content is long
enough to last the entire length of the webinar, to get you comfortable with
your pace, to test the slides, and to determine if and how much time there will
be for Q&A.
Sometimes our anxiety can build up and we forget how to
pronounce a word or we lose our train of thought. Practicing your presentation
can help ensure that you are ready.
Expect at least a few hiccups and be prepared for them.
Don’t panic if technical difficulties pop up. If you misspeak or accidentally
skip one of your points during the live session, don’t make a show of it. Sometimes
it’s best to just keep going.
5. Log in early
Request all key players of the webinar login to the webinar
at least 30 minutes before attendees can log on to the webinar. Use this time
to do a last review of the content, ensure your engagement tools are set-up,
test the sound quality and check that the audio is working. For those who are
used to speaking in front of an audience, consider having another person or two
in the room. If your webcam is set up on your monitor, have a person sit directly
behind it – looking at them will appear you are making eye contact with the
viewers. Also, standing up to present (with the right headset to ensure audio
quality) can ease you if you are more used to in-person events. Always keep
your microphone muted when you are not speaking. Any other presenters,
panelists and even the facilitator should do so as well.
6. Game time!
Before the webinar begins, here are some effective
preparations for the best staging:
If you are doing the webinar from a home office,
ensure that your children, pets, neighbors, etc., won’t interfere or make any
noise during the live webinar. Alternatively, if you are doing the webinar from
a work office, find a quiet room with a door where you won’t be disturbed. I’ve
found putting up a sign saying, “Live webinar in the process, please keep your
voices down.” to be effective.
Close all your windows, browsers and tabs,
leaving only the webinar browser tab open.
Turn off your cell phone, email and IM apps on your computer to
eliminate potential disruptions.
Have a glass of water or other beverage close to
you without ice. You may need a quick sip and the microphone will pick up the
clinking of the ice.
Select a nice solid colored shirt to wear the
day of the webinar, preferably not black.
Ensure that whatever is shown behind you on the
webcam screen is neat and tidy. Eliminate any pictures on the wall that may be
Ensure there is a light set-up behind you. This
makes everyone look better on webcam.
If you are using a portable webcam, make sure
you have the best angle on the camera, so it’s not too low or not too high. Ask
your facilitator to provide feedback on your position on the webcam: too close will
look strange, and too far away will be hard for the audience to see you.
7. After the webinar
A best practice is to offer your contact information to webinar registrants to be able to reach out directly to ask questions. If your facilitator is encouraging or mandating participants to submit evaluations of your presentation, ask for a copy of the results. Evaluations, especially if the respondents are anonymous, provide excellent feedback to improve your next presentation!
Secrets of Online Engagement Successful online communities have the right people, technology, and strategies in place to spark member engagement, says Marjorie Anderson, founder of Community by Association and manager of digital communities at the Project Management Institute.
Words matter. If you’ve ever done any kind of marketing,
you know that. And even as a consumer, you know that. Certain phrases just
compel you to make a purchase.
Membership Hack: Onboarding Webinars The International Coach Federation onboards new members using a live webinar to introduce them to key benefits and services. This early engagement opportunity also helps boost first-year retention.
Use a Content Calendar to Engage Members in 2019 The member experience ebbs and flows with activity throughout the year, which is why a content calendar can help you plan for member engagements in 2019. Here are a few tools and techniques to get you started.
Future Focus: When Looking Ahead, Talk to Members First As part of an initiative to examine future forces shaping the corporate real estate profession, CoreNet Global spent time interviewing its members worldwide. The effort resulted in a new study forecasting industry trends that will affect members and the association by 2025 and beyond.
Watch Out: Email Mergers Are Heating Up In the past year, a number of major email service providers—particularly, and most prominently, Campaign Monitor—have expanded via acquisition. What should associations know, and what are the pitfalls to avoid?
When we find a mistake we’ve made, typically our instinct for self-preservation kicks in. We hope nobody discovers our error, and we may even be tempted to hide it or cover it up. Though drawing attention to our mistakes is the last thing we want to do, transparency can actually help increase trust.
Allow me to explain with a short story.
Whenever I travel somewhere new, one of my favorite activities is to research the best coffee shop in the area and try it out for myself. Last summer, when I traveled for a friend’s wedding, I headed to my selected spot to spend the morning before the evening’s festivities begun. Everything I read about this place mentioned its delicious salted caramel latte. I’m a sucker for lattes, so I of course had to give it a try. Once I ordered, I sat down, and I waited for my name to be called.
To my surprise, however, the barista walked my drink over to my table instead. When she sat it down in front of me she said, “I’m sorry, but I think I may have added too much salt to your drink. If you don’t like your latte, please let me know and I’ll make you a new one.” After taking a sip, I thanked the barista for her offer, but told her a new one was not necessary. She smiled and returned to the counter to serve her other customers.
Though I ended up actually liking the drink, this brief interaction really left an impression on me. I was impressed that the barista admitted she created something that wasn’t up to her usual standards, and she opened the door for me to politely request a correction. It demonstrated that she really cared about her work, her product, and me as a customer.
If we are upfront about our errors, and we own the responsibility of our actions, then we are seen as trustworthy. Not as failures.
Approaching a colleague to notify them of a mistake can seem daunting, but it doesn’t have to be. Here are a few suggestions to make this process a little easier.
Offer several different options to fix the problem. To truly build trust, and to show that you’ve truly thought about how to fix your mistake, bring a few solutions to the table. Two or three options will go far to demonstrate you’re ready to jump in and make amends.
Talk it over with a trusted coworker or friend.
If you’re not exactly sure how to address the error, or you need help brainstorming solutions, grab a friend for a confidential discussion. A second set of eyes and ears is always helpful when problem solving. Plus, talking it over with a person you trust will make you feel more comfortable when you talk to the affected party.
Remember, everyone is human.
Sometimes the person that is hardest on us is ourselves. It’s important to remember that we’re all human, and mistakes are bound to happen. Giving yourself grace is an important step that will allow you to more easily admit your failings to someone else.
As the saying goes, “Pobody’s nerfect.” Mistakes will happen. It’s how we respond to those mistakes that truly demonstrates our character. Fixing an error doesn’t have to be a set-back. It can be an opportunity to showcase your commitment to your work and your relationships.
If you’re searching for someone to trust with the management of your nonprofit, then check out IMI Association Executives. We’ve been building relationships and delivering solutions for over 30 years. Visit our website to learn more, or submit an RFP today!
Sometimes, managing volunteers at a conference can feel like herding cats. However, a little preparation beforehand, and the creation of a simple document, can help things run a lot more smoothly onsite.
Why do I need a Conference Volunteer Guide?
Volunteers are incredible. They’re so passionate about your association and its work that they’re willing to share their time and expertise to further your mission. However, as organizers, we need to remember that volunteering at an event can be an intimidating experience. Volunteers may be experiencing a lot of firsts like meeting other volunteers in person, visiting the host city, seeing the venue, and even helping at an event. It’s a lot to take in!
Emailing a Volunteer Guide (or a packet of relevant information) to the volunteers at least one week beforehand will allow each volunteer to become familiar with all the information they need to know before arriving onsite.
What needs to be in the Volunteer Guide?
Depending on the responsibilities of your volunteers, to create an effective Volunteer Guide, make sure it includes:
List of all volunteers, including leaders and staff, with contact information
Updated registration numbers
Venue floor plans
While there may be additional items you’ll want to include for specific events, these seven pieces are vital to any Volunteer Guide. All this information is key for volunteers to know so they can help you pull off an amazing event.
Is creating a Volunteer Guide worth it?
Though adding yet another item to your conference to-do list sounds impossible, you won’t regret carving out the time to create this packet. You may already have all of this information prepared; it’s just a matter of combining it into one PDF. At IMI, we have used this helpful tool for many of our clients, and it always allows things to run more smoothly on site. We’ve found the packet allows volunteers to feel more confident and take ownership of the event. We highly recommend trying it out for your next conference.
Has your organization used a Volunteer Guide at past events? Is there anything else you include in your packet?
If you’re tired of managing chaotic events, why not contact IMI? Our team takes the stress out of managing your conference and creates a successful event. We manage all the details so your association’s board and committee can focus on important strategic initiatives.
A year ago, I transitioned from the fashion industry to the association world. In some ways, it is hard to believe that it has only been a year and in other ways I feel like I have been doing this for a long time.
I had never heard of association management before I came to IMI. A board of directors was nothing more than a vague business term I’d heard of previously in business classes when talking about stocks and IPO.
Little did I know how much I would love what I am doing and how my past work experience would have prepared me for this career.
Using My Skills in New Ways
I have worked for a lingerie designer, a network service provider, a women’s activewear startup and an up and coming fashion lifestyle brand. I learned valuable skills at each of these positions that prepared me for what I am doing now. I’ve also had a lot of on the job training that no amount of studying or schooling would be able to replace.
In an association management company (AMC), it is all hands on deck. Each staff member contributes from the wealth of their experience and all of our clients benefit.
When professionals come together to form an association for their industry, they are busy working in their careers. They don’t have the time or the means to do all of the behind the scenes work that an AMC provides. I’m using my experience to help that non-profit succeed.
Invested in Success
Now, I am attached to the outcome. We can easily see how our diligent efforts are turning into measurable success for the non-profits – and their success is our success. While the association world can be stressful, my job is exciting and changes enough that I don’t get bored.
I spend months planning a conference that lasts only a couple of days, but being a part of the end result is incredible.
Making a Difference
My work before seemed just like a job. For the first time, I feel like I am able to make a difference.
The most recent conference I planned, we had a session about Accessibility. Through that conference session, we’re helping companies all over the world make their websites and digital products accessible to those with disabilities. Talk about impact!
Associations provide education and best practices to the industries that they represent which in turn leads to better products and services for consumers. It’s hard not to get excited about being an integral part of making the world a better place!
The new year is quickly approaching which means setting new goals is probably on your mind. But when there are so many things your non-profit wants to accomplish, how do you choose what to focus on?
Several years ago, I was personally inspired by Lara Casey to choose a word of the year. This one word, usually picked in December, is meant to help me set my intentions for the new year. Since starting this practice, I’ve found that returning to my one word throughout the year is incredibly helpful. It keeps me from setting goals I feel like I should set, and helps me create resolutions that truly mean something.
This method works well for associations and non-profits to find focused goals, too! It helps groups move past the surface level goals, and allows you to uncover the deeper reason behind the things you want to accomplish.
While picking just one word for 365 days’ worth of goals sounds difficult, Casey provides several questions, which are easily adapted to suit a non-profit, to help us get started.
First, it’s helpful to go back to the basics and remind yourself of your organization’s purpose. Ask yourself:
What is our vision?
What is our mission?
What are our core values?
Why do we do what we do?
Once you’ve refreshed yourself on the association’s foundation, you’re then able to look to the year ahead. Ask yourself:
What kind of presence do we want to have in our community this year?
If we could envision our best year yet, what would that look like?
Where do we want the association to be in 50 years?
2019 is the year we ______.
Through answering these questions, a general theme will begin to emerge.
Once you recognize this theme, pick three or four words that resonate with it. Then, Casey recommends to get old school and pull out the dictionary to look at the definition of each word, its origin, and its synonyms and antonyms. Finally, pick the word that you feel best encapsulates the theme revealed through your answers.
Now, remember this word when creating goals for 2019. Don’t pull goals out of thin air, and don’t plan to do something just because you see your competitors doing it. Return to your word. It will help remind you of the WHY behind what you want to accomplish and allow you to create goals that get to the heart of your organization.
Has your organization ever picked a word for the year? How did it go?
If your association is too bogged down by every-day tasks to focus on its bigger mission and goals, then contact IMI Association Executives! We are a firm of skilled professionals whose goal is to provide management expertise along with specialized administrative services to associations, societies, and other non-profits in an efficient, cost-effective manner. Submit an RFP today.