Jim,

Harold is on vacation this week. When he returns I will ask him to respond.

73,

Dave K1ZZ

From: Jim Weaver K8JE [mailto:K8JE@ARRL.org]
Sent: Friday, August 06, 2010 1:29 AM
To: arrl-odv
Subject: [arrl-odv:19252] Customer (Member) relations

In reviewing the 2009 strategic Plan the Board developed, I noted we selected the following Value Disciplines to achieve.  Although our self-selected task was to achieve only one of the following four items, I suggest that item No 1 (my numbering would likely be an inherent result of accomplishing either of the items I've numbered 2-4 while practicing good "customer relations." with our members, the customers.  The entry in the Strategic Plan is largely on p. 7 and reads:

ARRL can have a reputation and image for providing excellence in one of the following four identities of excellence:

    1. Membership focus and attention (I feel like I am their only member).

    2. Strong representation and advocacy for Amateur Radio (the voice of Amateur Radio).

    3. Leading edge products, programs and services.

    4. Operational effectiveness and efficiency.

I suggest that especially in the case of the new web site, we have often lost sight of the need to practice good customer relations in dealing with either the issues members have politely or sometimes impolitely brought to the attention of staff.

The problem a few GLD members have reported to me is that upon reporting issues in the proper manner to HQ (including often using the "having trouble or problems" form) they receive no acknowledgment of their their report.  Although I suspect this is not always true, I also know some of the persons who have made these statements (of no acknowledgment) to me and accept they are being truthful.

To me, it is difficult to understand why sending a quick response to a member who is trying to be helpful is so difficult.  The acknowledgement does not need to be extensive and could be canned such as "I received your report and have passed it to the person in charge of the area.  Thanks for your help.."

Without a response, a message is still sent back to the member.  Unfortunately, the implied message back is that ARRL doesn't giver a hoot if he is a member.  Far from believing he/she is a valued member I suspect the belief is that it is only his dues money (and maybe donation money) that counts.  The message he construes can also be likely to be that ARRL would be most happy if the member had not bugged it and had let it alone.  This certainly not a message that says the member is about as far as one can get from our objective of giving members the believe they are the "only" member.

I don't know about other directors, but my policy is to acknowledge every message I receive up to the moment at which any string may become rude.  Is there a reason HQ staff should not have the same policy?  .

I would like to learn how others feel about this?

73,

Jim

Jim Weaver, K8JE, Director

ARRL Great Lakes Division

5065 Bethany Rd.

Mason, OH 45040; Tel. 513-459-1661

ARRL, The national organization for AMATEUR RADIO