National GrangeNational GrangeNational GrangeNational Grange

Leadership/Membership Development Leadership/Membership Development DepartmentDepartment

© Copyright National Grange 2003

Adding Value to Adding Value to MembershipMembership

Adding Value to Adding Value to MembershipMembership

Serving Our CustomerServing Our Customer

Who Is Our CustomerWho Is Our Customer

1. Members2. Community

Valuing Grange MembershipValuing Grange Membership

The CommunityThe Community

EducationEducation

ServiceService

Legislative ActionLegislative Action

Our MembersOur Members

Personal NeedsPersonal Needs

Family NeedsFamily Needs

Material NeedsMaterial Needs

Customer ServiceCustomer Satisfaction

Meeting Community Needs Meeting Community Needs to Serve Our Customerto Serve Our Customer

EducationEducation

1. History1. History

2. Current Events2. Current Events

3. How to3. How to

Meeting Community Needs Meeting Community Needs to Serve Our Customerto Serve Our Customer

ServiceService

1. Personal interaction1. Personal interaction

2. Small projects2. Small projects

3. Leadership on large 3. Leadership on large projectsprojects

Meeting Community Needs Meeting Community Needs to Serve Our Customerto Serve Our Customer

Legislative ActionLegislative Action

1. Lobbying – city, county, state, 1. Lobbying – city, county, state, nationalnational

2. Initiative & referendum efforts2. Initiative & referendum efforts

3. Coalition building3. Coalition building

4. Educate & inform on current 4. Educate & inform on current issuesissues

Legislative ActionLegislative Action

1. Lobbying – city, county, state, 1. Lobbying – city, county, state, nationalnational

2. Initiative & referendum efforts2. Initiative & referendum efforts

3. Coalition building3. Coalition building

4. Educate & inform on current 4. Educate & inform on current issuesissues

Meeting Members Needs Meeting Members Needs to Create Customer Satisfactionto Create Customer Satisfaction

Personal NeedsPersonal Needs1. Friendships1. Friendships

2. Fun & enjoyment2. Fun & enjoyment

3. Family based3. Family based

4. Leadership skills development4. Leadership skills development

5. Networking – job, career, personal5. Networking – job, career, personal

6. Education – knowledge6. Education – knowledge

7. Opportunity to make a difference7. Opportunity to make a difference

Meeting Members Needs Meeting Members Needs to Create Customer Satisfactionto Create Customer Satisfaction

Family NeedsFamily NeedsExtended familyExtended family

Something for everyoneSomething for everyoneJunior, Youth, Women, Contests Junior, Youth, Women, Contests

& Programs& Programs

Safe place to goSafe place to go

Multi-generationalMulti-generational

CruiseCruise

Meeting Members Needs Meeting Members Needs to Create Customer Satisfactionto Create Customer Satisfaction

Material benefitsMaterial benefits1. Low annual cost1. Low annual cost

2. Food – potlucks, dinners, etc.2. Food – potlucks, dinners, etc.

Meeting Members Needs Meeting Members Needs to Create Customer Satisfactionto Create Customer Satisfaction

Material benefitsMaterial benefits1. Low annual cost1. Low annual cost

2. Food – potlucks, dinners, etc.2. Food – potlucks, dinners, etc.

3. Discounts – prescriptions, etc.3. Discounts – prescriptions, etc.

Grange Prescription Card ProgramHertz Rental Car

AmerLink Log HomesChoice Hotels

Beltone Hearing Aids

Meeting Members Needs Meeting Members Needs to Create Customer Satisfactionto Create Customer Satisfaction

Material benefitsMaterial benefits1. Low annual cost1. Low annual cost

2. Food – potlucks, dinners, etc.2. Food – potlucks, dinners, etc.

3. Discounts – prescriptions, etc.3. Discounts – prescriptions, etc.

4. Credit Unions, Co-ops, Financial Services, 4. Credit Unions, Co-ops, Financial Services, etc.etc.

Meeting Members Needs Meeting Members Needs to Create Customer Satisfactionto Create Customer Satisfaction

Material benefitsMaterial benefits1. Low annual cost1. Low annual cost

2. Food – potlucks, dinners, etc.2. Food – potlucks, dinners, etc.

3. Discounts – prescriptions, etc.3. Discounts – prescriptions, etc.

4. Credit Unions, Co-ops, Services, etc.4. Credit Unions, Co-ops, Services, etc.

5. Insurance – Life, home, auto, health, 5. Insurance – Life, home, auto, health, Grange HallGrange Hall

6. Member Networking/Discounts6. Member Networking/Discounts

““Excellence is about the Excellence is about the relentless search for relentless search for perfection. It is not a perfection. It is not a

search for “search for “good enough.”good enough.”

Improvement – Improvement – Our Key To SuccessOur Key To Success

Customer ServiceCustomer ServiceTo the communityTo the communityTo our membersTo our members

Service projects, education, Service projects, education, legislative actionlegislative action

Filling personal, family, and Filling personal, family, and material needsmaterial needs

Improvement – Improvement – Our Key To SuccessOur Key To Success

Customer SatisfactionCustomer SatisfactionOf our membersOf our members

Of the communityOf the community

They recognize that the Grange is They recognize that the Grange is relevant to themrelevant to them

They believe the Grange has They believe the Grange has value to themvalue to them

Add Value to Grange Add Value to Grange MembershipMembership

Quality Service to Members and Quality Service to Members and the Communitythe Community

National GrangeNational Grange

Leadership/Membership Development Leadership/Membership Development DepartmentDepartment