LYCOMING COLLEGE

Sept. 8, 2007

Williamsport, PA

www.asgaonline.com

Solving the Problem of Solving the Problem of Member RetentionMember Retention

Presented by Butch OxendinePresented by Butch OxendineExecutive Director, ASGAExecutive Director, ASGA

Solving the Problem of Member Retention

NO GROUPNO GROUP

Can KeepCan KeepEveryEvery Member. Member.

Period.Period.

Solving the Problem of Member Retention

Why DoWhy DoYourYour

MembersMembers

??

Solving the Problem of Member Retention

They Quit Because…They Quit Because…

• Grades sufferGrades suffer• Get sickGet sick• Get tired of groupGet tired of group• Find other groupsFind other groups• Need to workNeed to work• Find a “significant Find a “significant

other”other”• Would rather Would rather

partyparty• Would rather hang Would rather hang

outout

• Have internshipHave internship• Have family Have family

responsibilitiesresponsibilities• Would rather be Would rather be

with friendswith friends• Would rather Would rather

sleepsleep• Need to study Need to study

moremore• Are taking harder Are taking harder

classesclasses• AND HUNDREDS AND HUNDREDS

MORE MORE REASONS!REASONS!

Solving the Problem of Member Retention

You Stop Them From QuittingYou Stop Them From Quitting

And this planAnd this plan

covers the whole yearcovers the whole year

WITH A WITH A RETENTIONRETENTION

PLANPLAN

Solving the Problem of Member Retention

Warm & FuzzyWarm & Fuzzy“I love this group! It rocks!

Critical “To Do’s”Critical “To Do’s”• Review Previous Group AccomplishmentsReview Previous Group Accomplishments

• Team BuildingTeam Building

• Goal SettingGoal Setting

• Get Them Involved IMMEDIATELYGet Them Involved IMMEDIATELY

The Beginning of the Year

Solving the Problem of Member Retention

SetSetRealistic GoalsRealistic Goals

Solving the Problem of Member Retention

Ask for their help…Ask for their help…and mean itand mean it

Solving the Problem of Member Retention

Reality BitesReality Bites“Whoa! This is a lot harder than I thought!”

Critical “To Do’s”Critical “To Do’s”• Review GoalsReview Goals

• Status CheckStatus Check

• Personal OutreachPersonal Outreach

• Training OpportunitiesTraining Opportunities

The End of the First Month

Solving the Problem of Member Retention

Be As Quick to Complimentas You Are to Criticize!

Solving the Problem of Member Retention

No Pain, No GainNo Pain, No Gain“It’s really hard to stay involved in this group”

Critical “To Do’s”Critical “To Do’s”• Talk and Connect (e-mail, web site, IM, phone)Talk and Connect (e-mail, web site, IM, phone)

• Encourage and RewardEncourage and Reward

• Offer SupportOffer Support

• Stomp Out GossipStomp Out Gossip

The Middle of the Year

Solving the Problem of Member Retention

Say “thank you” publiclySay “thank you” publicly

and privately.and privately.• Be specific about what he/she did well.

• Write him thank-you letters, notes, or hand-written postcards.

Solving the Problem of Member Retention

Don’tDon’t gossip! gossip!

Solving the Problem of Member Retention

No Pain, No GainNo Pain, No Gain“It’s really hard to stay involved in this group”

Critical “To Do’s”Critical “To Do’s”• Review ProgressReview Progress

• Determine Final GoalsDetermine Final Goals

• Review MissionReview Mission

• Team BuildingTeam Building

The Last Months of the Year

Solving the Problem of Member Retention

If you give a If you give a staffer a staffer a task, let her task, let her finish it.finish it.

Solving the Problem of Member Retention

Time to Move OnTime to Move On“We did it and I helped in a big way!”

Critical “To Do’s”Critical “To Do’s”• Celebrate SuccessCelebrate Success

• Share ThanksShare Thanks

• Say GoodbyesSay Goodbyes

• Recruit for Next YearRecruit for Next Year

The End of the Year

Solving the Problem of Member Retention

With a With a Retention Retention

PlanPlan

Your Group Can Keep Your Group Can Keep Most of ItsMost of ItsMembers.Members.