Are Your “Membership Police” Sabotaging Visitor Satisfaction? (DATA)

Research shows that frontline staff have the power to make or break member experiences. Here are five things for leaders to keep in mind when it comes to frontline membership staff.

Membership police (affectionately): Staff or volunteers whose job it is to admit current members, turn away non-members, and abide by strict rules of membership admission. Anyone who has been a member to a cultural organization is likely to have a “membership police” story. They might have experienced condescending reminders of the rules of admission when they don’t realize their memberships have expired; their caretakers and family members might...