For some reason, for a few members, everything related to the association goes wrong for them. Usually, it starts with the member experiencing a rare but big problem. We solve the problem, and then to our horror; they experience another big problem. Then it happens again. Errors, misunderstandings, and glitches continue to compound. You can probably picture a member that has had an experience like this.
Our member becomes dissatisfied because someone promised something and the association hasn’t met their expectations. Or through some weird technical glitch, they were not registered for the conference even though they paid. Or they sent an email, which is accidentally overlooked. Or someone said something spur the moment that was slightly ill advised. And then something like that happens again… and again. Ugh!
It’s like Murphy’s Law has it in for associations.
It seems there are always one or two sore thumb members. Now what I say next might surprise you; having one or two members like this is fine. Mistakes happen, and it is no one’s fault. If we made a mistake, we fix it and move on. Don’t feel guilty or worry about it any longer. But if your association is routinely letting down 20% or even 10% or even 5% of your members, it is time to dig in, because there is a bigger issue here.