What do we do when a non-member gets access to a member-only benefit?
Sometimes the system accidentally gives the wrong person access to member-only resources. Sometimes the event’s landing page copy is confusing. Sometimes there are rules and policies in place that folks do not know about.
Non-members may come to a chapter event without registering. Non-members may get a guide book passed along to them. A full-paying attendee friend may drag a prospective member into the reception.
The best thing that could happen in these situations is if the non-member loves their experience so much they become a member. Our intent is to want them to love it, not to let them feel like they did something wrong.
Here is what some membership managers do:
- Welcome them – I am so glad you could experience this!
- Make them feel like they are getting a special deal – this is our little secret, please stay, and have fun!
- Follow up later – do you have any questions about this organization?
A few steps can help you turn this mistake into an opportunity.