Each time we reach out to an organization that is new to us we wonder what kind of organization it is. When we leave that first voice mail, write that first email, or fill in their ‘contact us’ form, we wonder if they will respond. Hundreds of interactions have shown us that many organizations do not respond.
Non-response is very odd, isn’t it? Posting a phone number or email address or providing a ‘contact us’ form is an invitation to connect and this obligates the association to respond. When members get no response, they may think the association is another bureaucratic mess with no focus on customer service. It is worth noting that most members and potential members are blind to how busy the staff may be pre-conference or during other crunch times.
On the other hand, a responsive association staff is a breath of fresh air. Answering the phone, responding to email, and thoughtful follow-ups are each a little promise kept. One more step toward engagement.