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Rotary CNY Customer Service Ideas (2023-Nov)The environment has changed and we can adapt or continue to slowly go extinct.Ideas:Offer Peer-To-Peer bottom up team empowerment approach where member is the customer.Reduce top down hierarchy control structure where district or RI is the customer.Measure how is customer being served to take action and achieve potential?Is the customer’s money and time being invested based on their priorities/values?Measure if the tools provided are customer friendly with value added to the member?Forcing a volunteer to waste time and money is not customer service.If there is no demand for a service, then do not force payment or attendance.If outcome can be achieved in more cost/time effective manner, then offer 2nd option.Share resources and best practices between members (directory: nonprofit, member, quotes…)Encourage and reward clear objective measures of service equal to fundraising.Empower and reward teamwork with other volunteer service organizations.Directly elect District officers by all members not only those with extra time/money.Create interest based service teams across a district beyond club geography focus.Survey and meet needs of customer in transparent way (ex. online quarterly survey)Clearly share volunteer events with online public calendars (visibility, teamwork, history…)Transparently measure resources invested in admin, service, fundraising, cash, etc.Match offering to target audience customer (Is it easy for a 30+ mom/dad to participate?)Offer zoom option for all events with recording for members to view in the future.Avoid work hours, long distance, extra cost/time. (ex. $100+ ticket vs free pot luck?)
We can adapt to the changing environment and grow beyond past comfort zones.If customer is District and fundraising is measure, then membership will continue shrinking.If product advertised is “Service”, then measure/reward it, else advertise “Fundraising”Is it the Truth? Often what you measure is what you value and achieve.
Please provide feedback/ideas on form below.-Frank G Quinn, President Rotary eClub of Upstate NY
We can adapt to the changing environment and grow beyond past comfort zones.If customer is District and fundraising is measure, then membership will continue shrinking.If product advertised is “Service”, then measure/reward it, else advertise “Fundraising”Is it the Truth? Often what you measure is what you value and achieve.
Please provide feedback/ideas on form below.-Frank G Quinn, President Rotary eClub of Upstate NY