By Robert C. Harris, CAE

10 Seconds Longer
The concept comes from Walt Disney World’s Guest Relations. Take a few extra seconds to find another way to help the member (guest), then you improve their experience and level of satisfaction.
We can do the same with members calls. Before hanging up... practice taking just 10 seconds longer to ask them a satisfaction-question.
• "Is there anything else I can help you with today?"
• "Did you receive the most recent newsletter?"
• "Are you planning to attend the upcoming conference?"
• "Can I help you with any other membership questions?"
• "Would you like to speak with anyone else in the office?"
• "Would you like me to confirm your address, telephone, fax and e-mail address while you are on the phone?"
• "Do you need any membership applications or other materials?"
• "If you do need anything else, please call me back (my name is _______)."
Remember -- We are all Member Service Representatives in customer relations!