Orlando Shooting Leads to Lessons Learned in Association Crisis Management

By: John Ricco, CAE

Not in a million years did I think that I would find myself connected (even tangentially) to a major event that would grip the nation. This changed with the June 12 Orlando mass shootings. In my role as Executive Director of the Florida Cemetery Cremation and Funeral Association, the FCCFA membership was called upon to aid state and local governments with their process of identification and transportation of the deceased and then later to serve their families by providing funerals and memorials services. Continue reading “Orlando Shooting Leads to Lessons Learned in Association Crisis Management”

Cross Training: The Dirty Necessities

By: Ricki Sexton

As the hub of our association management company office, our member services department is at the front of all of the operations for the many associations we serve.  At any given time, all of our member services coordinators could be on a call,  processing payments for our members, helping a member who has walked in the front door, as well as juggling internal staff requests.

Cross training all of our staff members is a necessity!  I’d like to share a few tips that I feel have made our efforts more successful. Continue reading “Cross Training: The Dirty Necessities”

How would you define CUSTOMER SERVICE?

By: Beth Evarts

Customer Service is the art of human contact on many levels. It is about recognizing another human being, providing a positive exchange between two people and embracing the impact you have on that other person.  Human interaction with others can be life altering at home and at work if you just take the time to consider your actions and how you deliver them.

Ask yourself who you are! Just a simple gesture of saying hello with a genuine smile can be enough.  Take time to make a simple gesture like this every day.  Each time take it a step further, because the more contact you challenge yourself to, the more comfortable you become at it. Continue reading “How would you define CUSTOMER SERVICE?”

What’s In Your Accounting Department

By: Ricki Sexton

While I do have many years of association experience, I have more years of accounting experience, which is why coming to work at Partners as a Member Services Manager was a new direction for me.  Numbers, following procedures, checks and balances, and proper and timely recording is something I feel extremely passionate about. Continue reading “What’s In Your Accounting Department”

The Domestic Endeavor

By: Kristi Spargo

For the past 832 weeks (approximately), I woke up (grudgingly), showered, dressed, drove to the office, and sat at a desk for eight to nine hours before going home. Depending upon the week, I have been content enough that what I was doing had some purpose and provided a steady paycheck. Then the summer of 2014 happened. Not only was I in the process of buying a home, but I randomly received a call from a former employer of mine asking if I might be interested in a position. The tricky part, they were in Florida and I was in Pennsylvania so I would need to work from home. Voila. My life just took a drastically different direction.

When I started telling people that I was going to be working from home, I might as well have told them I won the lottery. Continue reading “The Domestic Endeavor”

Fun with Financials

By: Rachel Luoma, MS, CAE

Yes, you heard me right – I used financials and fun in the same sentence!

One of the most important aspects in any organization, whether for profit or not-for-profit, is the ability to maintain strong financials.  For “type A” folks like me, just talking about financial statements gives me quite the rush.  However, no matter what your personality type is, it is imperative to fully understand your association’s financials. Continue reading “Fun with Financials”

Meeting Toolbox Essentials

By: Lauren Asbell, CMP

One of my favorite parts of magazines is when they ask people “What’s in your bag?”.  You can gain great tips on beauty products, books, how to pack, etc.

We have a few meeting planners in our office and I always like to take a peek at what they have in their toolbox.  I’ve picked up some great tips from them.  Below are my essentials. Continue reading “Meeting Toolbox Essentials”

Don’t Hound Tech Support

By: Amy Bean Napier

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Tech Assistant Sydney sniffing out the issues

Tech support is an interesting job to have.  No one understands exactly what you do and no one ever needs you until they NEED you and then they want you RIGHT NOW.  And they will keep hounding you until you stop what you are doing and help them!

At Partners, I perform many roles including tech support for our 28 employees.  I manage our server, keep the workstations running efficiently, manage software licenses, set up new equipment … and handle all technology emergencies that come up.  And with an office our size, those “emergencies” come up quite often which means I’m on call all the time! Continue reading “Don’t Hound Tech Support”

The Island of Misfit Newbies

By:  Kim Barclay

When you start a new job or are in a new environment, do you feel like you are a misfit on an island?  When you enter a situation that you don’t know the culture, dynamics, rules or routines; one can feel very isolated.  Most of us have been there and it’s a very uncomfortable place to be.

After I chatted with several co-workers in my office about how frustrating it was to navigate the office when we were first hired; a few of us thought if we came up with a plan for a new hire orientation, that it would assist new employees immensely and make them feel more educated about the office environment.  We presented our idea to ownership and they gave us the opportunity to develop what has become our “buddy” program. Continue reading “The Island of Misfit Newbies”

Who Needs Luck?

By Jillian Heddaeus, CMP

I’m not much of one for “luck”. Good luck or bad luck, it just doesn’t hold much weight for me. Luck as defined by Webster’s dictionary is “things that happen to a person because of chance, the accidental way things happen without being planned.”

To me, luck is better defined by Seneca. “Luck is what happens when preparation meets opportunity.”

No matter what the objective or goal is, personal or professional; there are steps you can take to increase your chances of success. Continue reading “Who Needs Luck?”