Mystery Shopping

At a session at TAUG (TMA Resources Annual Users Group meeting), Ron Moen asked a great question: "How many of you 'mystery shop' your own association?"

What a GREAT question. I'd be willing to bet the answer is somewhere around 1% of all associations actually do.

I typically do this as a side-effect of the work I do with my clients. Often I'm testing their new systems, and so I'm experiencing the online aspect of what a customer sees. But how many times have you actually had someone call your association and try to order something? There are firms you can pay to do this, or you could just have your Aunt Sally do it on your behalf. Either way, it's worth a try. I'd love to hear some stories of associations doing this.

About Wes Trochlil

For over 30 years, Wes has worked in and with dozens of associations and membership organizations throughout the US, ranging in size from zero staff (all-volunteer) to over 700. In that time Wes has provided a range of consulting services, from general consulting on data management issues to full-scale, association-wide selection and implementation of association management systems.

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