1. National Grange Leadership/Membership Development Department © Copyright National Grange 2003

2. Adding Value to Membership Serving Our Customer

3. Who Is Our Customer 1. Members 2. Community

4. Valuing Grange Membership The Community EducationService Legislative Action Our Members Personal Needs Family Needs Material Needs Customer Service Customer Satisfaction

5. Meeting Community Needs to Serve Our Customer Education 1. History 2. Current Events 3. How to

6. Meeting Community Needs to Serve Our Customer Service 1. Personal interaction 2. Small projects 3. Leadership on large projects

7. Meeting Community Needs to Serve Our Customer Legislative Action 1. Lobbying – city, county, state, national 2. Initiative & referendum efforts 3. Coalition building 4. Educate & inform on current issues Legislative Action 1. Lobbying – city, county, state, national 2. Initiative & referendum efforts 3. Coalition building 4. Educate & inform on current issues

8. Meeting Members Needs to Create Customer Satisfaction Personal Needs 1. Friendships 2. Fun & enjoyment 3. Family based 4. Leadership skills development 5. Networking – job, career, personal 6. Education – knowledge 7. Opportunity to make a difference

9. Meeting Members Needs to Create Customer Satisfaction Family Needs Extended family Something for everyone Junior, Youth, Women, Contests & Programs Safe place to go Multi-generationalCruise

10. Meeting Members Needs to Create Customer Satisfaction Material benefits 1. Low annual cost 2. Food – potlucks, dinners, etc.

11. Meeting Members Needs to Create Customer Satisfaction Material benefits 1. Low annual cost 2. Food – potlucks, dinners, etc. 3. Discounts – prescriptions, etc. Grange Prescription Card Program Hertz Rental Car AmerLink Log Homes Choice Hotels Beltone Hearing Aids

12. Meeting Members Needs to Create Customer Satisfaction Material benefits 1. Low annual cost 2. Food – potlucks, dinners, etc. 3. Discounts – prescriptions, etc. 4. Credit Unions, Co-ops, Financial Services, etc.

13. Meeting Members Needs to Create Customer Satisfaction Material benefits 1. Low annual cost 2. Food – potlucks, dinners, etc. 3. Discounts – prescriptions, etc. 4. Credit Unions, Co-ops, Services, etc. 5. Insurance – Life, home, auto, health, Grange Hall 6. Member Networking/Discounts

14. “Excellence is about the relentless search for perfection. It is not a search for “good enough.”

15. Improvement – Our Key To Success Customer Service To the community To our members Service projects, education, legislative action Filling personal, family, and material needs

16. Improvement – Our Key To Success Customer Satisfaction Of our members Of the community They recognize that the Grange is relevant to them They believe the Grange has value to them

17. Add Value to Grange Membership Quality Service to Members and the Community

18. National Grange Leadership/Membership Development Department