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July 11, 2017 By Amanda Kaiser

What to do when the Wrong Person Mistakenly Gets Access to a Member Benefit

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.

Related:

  • Member-proofing your association
  • The new member engagement rule of 3
  • Members want to have a relationship with our association

Filed Under: Member Experience Tagged With: association benefits, attraction, benefits list, member benefit, member benefits, member experience, non-members

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