Stop Nagging Me!

I recently renewed my directory listing in ASAE's Technology Solutions Guide. The renewal has a fee attached to it. I renewed online (how convenient!) about three weeks prior to the deadline. About a week after I renewed, I received a reminder to renew. Well, since it had only been a week, I decided to cut ASAE a little slack. But when I received another email reminder a couple of days later, I decided it was time to check to be sure my renewal had actually gone through (I had an email receipt, but that wasn't giving much confidence at this point).

I checked my credit card online (how convenient!) and found that I had not been charged by ASAE for the directory listing. So I contacted ASAE directly to check if my order had indeed gone through. I was assured it had. But why no charge to my credit card? "Oh, that will be charged at the end of the month. And you're still getting notices because we must not be working off an updated list."

One week later, like clockwork, I received another notice to renew my directory listing.

Folks, at this point in the 21st century, there is absolutely no excuse for things like this to happen. Lists should be updated prior to each use, and credit cards should be charged immediately (with the possible exception of advertisements and pledges). Check your processes. Are you sending notices to customers and members who have already renewed, or already registered for a conference? Do you realize what kind of not-so-subtle messages these "reminders" send? If you can't even manage your email lists, what kind of meeting or product can I expect from you?

About Wes Trochlil

For a quarter century, 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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