Last night, while I was settling into some evening work, I received a text message from one of our first customers (yep, that’s how we roll). He wondered if I had a few minutes to “chat MemberHub”. I said, sure! What resulted was an extremely productive and encouraging 1 1/2 hour discussion. Here are some things I learned from that call that I want to share with you:
- We have some of the most genuine customers on the face of the planet!
- Productive conversations often happen after hours.
- When you have passionate customers/members/parents LISTEN TO THEM.
- Over-promising and under-delivering is very easy, so watch out!
- I don’t say thank you enough.
- I still need to learn to listen more than I talk.
- I want more customers to have my cell phone number.
This particular church has been using MemberHub since September 25, 2009; that’s a long time. I knew they were considering some altnerate solutions and he shared with me, quite honestly, that they tested a competitor’s system out for 2 months. His words were, “MemberHub came out with flying colors.” Sweet!
He went on to explain how MemberHub was easier to use, better for managing multiple groups and generally a more stable product. Of course I want you to know all of that awesome stuff about MemberHub, but what I really want to share is this.
You want, no you NEED customers/clients/members/parents/volunteers that aren’t afraid to talk to the leaders at your organization. And you need the leaders at your organization to listen to them. This type of communication is imperative for real progress to be made. Everyone’s trying to figure out how to be transparent using social media.
Well here’s an alternate idea:
Pick a night sometime soon and call your first customer/member/parent/family/volunteer. Here’s the game plan: say “Thank you.” Then listen.
I’d love for you to share your thoughts or experience with this sort of thing in the comments below.