I went into a bank for the first time in I don't know how long. I always use ATMs and online banking, but today I needed a cashier's check. As I waited in line, watching the tellers shuffle back and forth behind the counter (wondering who they were helping), it made me think about how associations treat their members. If you have an eMembership or a large number of members who do a majority of their association stuff online, what is the experience you give them when they do come to you in person? Is it just like the experience your other members have (the folks who come into the bank every week)? Should it be?
I, like many, worked at a grocery store in high school. First a bagger, then a cashier, then the produce department. Each job required training on how to do it. I usually spent several shifts shadowing someone, then several on my own but with supervision. This method seemed to work just fine. I see it employed places other than the grocery store. Lately, I have been amazed at how poorly grocery bags are packed by store employees. I know that you have to adjust to the bag type, cloth or plastic these days, but I can't tell if the employees are lazy or just didn't get proper training. I even go as far as emptying my cart strategically to try to help - put all the cold stuff together, bread and eggs last so they can go on top, etc. But it doesn't seem to matter. I think there is a fine line between apathy and lack of training, at least trying to identify which situation it is. Anyone have any great ideas for identifing and then fixing either situation?
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