President's Perspective

Presidents PERSPECTIVE Most members both expect desire reasonably quick service association join membership expects better service providing better something about EXPECTATIONS VS REALITY sometimes line S-curve As members association likely have particular expectations organization run organization serves member likely have certain expectations entitled Expectations same desires expectations would normally based past experiences whereas desires just desires need based anything Most members both expect desire reasonably quick service association join also expect desire organization operate fiscally responsible fashion After efficient organization its money its members get bucks problem what two perfectly reasonable expectations come conflict another have situations has number members concerned start membership renewal process mid-September get first renewal applications back late September Due fact old membership good until end year has policy process renewal applications quickly possible upon receipt sometimes get much three weeks behind however hold mailing cards large sorted mailing after process first crush renewals mailing normally done around first November saves association several thousand dollars compared sending out processed saves us money does create amount consternation among membership evidenced E mail procedure has used quite number years now year has created complaints normal question is result change expectations bigger problem past years increased ease send off complaint via E-mail again does matter membership expects better service providing better something about dont know what effect sending out renewal cards smaller sorted batches will would think weekly mailing should reasonably cost-effective should meet reasonable expectations members live west coast Id like remind Convention 99 IMS Pasadena Its too late plan attend See Dave Brown AMA President dbrown@dbproductscom February 1999 7