FRTM - Come in... We're open! Toastmaster Article...
- From: "Lori High" <Lhightop2@xxxxxxxxxxx>
- To: "'Tricia Akins | 720.218.0370'" <TriciaAkins@xxxxxxxxxxxxxxxxx>, "'Rhea Thompson'" <rhea_thompson@xxxxx>, <jjune@xxxxxxxxxxxxxxxxxxxx>
- Date: Mon, 21 Jan 2013 16:45:33 -0700
Toastmasters,
Please see the information passed on from White-Eagle Perry ...Perhaps you
will find some of the information useful...
I do think the message is a good one. Take what you can use and PASS IT
ON!!!
The Right Tool to
<http://d2tm.org/2013/01/14/the-right-tool-to-fix-your-club-challenges/>
"Fix" Your Club Challenges
Open for Business
Published January 20, 2013 | By Jackie Bailey
<http://d2tm.org/author/jackie-baileyd2tm/>
http://i1.wp.com/releaseyv.files.wordpress.com/2012/02/business_open_sign_re
d.png?zoom=1.5&resize=250%2C188
Have you ever thought of your Toastmaster Club as a business? Certainly in
this type of non-profit organization, you're not trying to make money, but
you are trying to gain "customers". You're also attempting to sell
potential members or customers the value of the program.
Although, not an easy task, it's often not as hard as we think it is to gain
new members in a Toastmaster Club. I believe that if we apply simple rules
of customer service like any business does, we will have success increasing
our club membership.
Susan Ward wrote an article titled
<http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm> "8
Rules for Good Customer Service". Her 8 rules are:
1) Answer your phone.
2) Don't make promises unless you will keep them.
3) Listen to your customers.
4) Deal with complaints.
5) Be helpful - even if there's no immediate profit in it.
6) Train your staff (if you have any) to be always helpful, courteous, and
knowledgeable.
7) Take the extra step.
8) Throw in something extra.
I have summarized a few of these rules as they pertain to the Mission of
your Toastmaster Club.
1) Answer your phone.
Consider the World Wide Web your clubs phone number. Now ask yourself, "How
does my club answer the phone?"
If your club does not have a current website with current contact
information listed, then no one is answering the phone. That means you're
undermining your own membership marketing success.
If your club does have a website, consider trying to contact yourself from
your website. You may discover that the email listed as your club contact
is the VPPR during the 2010-2011 Toastmaster year. You may also discover
that your meeting time/location is not accurate on a Google search.
Many clubs are finding the Social Media tool, Meetup to be helpful in
"answering the phone" to their club. It is not a free service, but it might
be worth looking into.
3) Listen to your customers.
Selling the program of Toastmasters is really easy if you understand what
the potential member is looking for. You must first determine the type of
person you're marketing to. Then try to discover what their needs are for
increasing skills in communication and leadership, and use that knowledge to
create your marketing campaign.
When you have a guest at your meeting, ask them to introduce themselves and
explain why they decided to attend your meeting. Listen. Listen to what
he/she is saying about his/her needs and expectations. The Toastmaster of
the Day, and/or the club officer who is opening and closing the meeting
should take note of the guest's response, and make sure the guest is
witnessing a program wherein their needs will be met.
For instance, if your guest, Bob says, "I just started a new position at
work, and will have to provide verbal reports to my managers and directors
once a month. I realize that I need help with my presentation skills, and I
heard from a friend that Toastmasters could help me with that."
During the Toastmaster meeting, you'll want to point out occasions to
illustrate how Bobs needs will be met. The Toastmaster of the Day could
introduce the speaker(s) by saying something like, "Our speakers today have
been working several months through the outlined Toastmaster program and
building on their presentation skills with each speech given. Randy will be
giving his second speech that helps him to learn how to organize his speech;
while Jenny will be presenting a speech designed to teach her principles of
persuading her audience to her viewpoint".
After the speeches are completed, the Toastmaster could then look at Bob and
say, "Bob, I hope you can see how preparing, practicing and presenting these
short speeches to our Toastmasters club allows Randy and Jenny to apply the
skills they've learned into their business and careers. In a few minutes
you'll be able to witness the feedback Randy and Jenny will receive from
their fellow club members."
Listen to your customers, yes. But also make sure that you're showing them
how your club will help them to accomplish their business and personal
goals.
The last step that I will highlight in this post is
6) Train your staff (if you have any) to be always helpful, courteous, and
knowledgeable.
Toastmasters International is a communication and leadership organization.
That means we should all be striving to improve in these areas consistently.
All club officers are required to attend officer training twice each year.
Many opportunities are available to you right now.
During your executive committee meetings at the club level, create a plan
regarding who will be responsible for greeting guests, providing welcome
packets, fellow-shipping guests during the meeting, and following up after
the meeting. Get everyone involved and follow through!
Susan Ward says, "Good customer service is all about bringing customers
back". In Toastmasters, good service is about creating value and benefit for
your members and potential members.
If you haven't heard about the 1+1 Campaign
<http://reports.toastmasters.org/1plus1/> introduced by John Lau,
International President, then I encourage you to take a look at this link.
You may find this incentive a great way to build club membership as well!
"The harder you work, the harder it is to surrender." - Vince Lombardi
Other related posts:
- » FRTM - Come in... We're open! Toastmaster Article... - Lori High
