Presentation on theme: "Www.fra.org Branches, Bring ‘em Back! FRA’s phone call program to improve retention and reinstatement."— Presentation transcript:
www.fra.org Branches, Bring ‘em Back! FRA’s phone call program to improve retention and reinstatement
www.fra.org Branches, Bring ‘em Back! Membership is our lifeblood. We need to recruit, retain and reinstate – on an ongoing basis! Headquarters has designed a membership calling program for retention and reinstatement for MALs and tested it. It is successful, and available for all branches through the use of www.fra.orgwww.fra.org The site offers a script, options for choosing the list based on status and paid through date and the ability to export the list to Excel. The site also includes the ability to mark if the person has been called so they are not subjected to repeated attempts. Lists are also sent to Regional Officers to assist information dissemination. Headquarters staff stand ready to assist in providing information, training on the website, suggestions for calling, etc. Reports can be provided to let a branch know how the call program is working.
www.fra.org Proof it works: In the last 6 months, Headquarters staff have averaged 21% payment rate for MAL shipmates to whom they spoke directly. We’re expanding the number of calls made, and asking for Branches to participate too! This does not include those for whom they left messages!
www.fra.org For Retention Here’s How it Works: 1. Go to www.fra.org and log in (if you’ve never done this, use your 9-digit member number as your username, first initial + last name as password – ex: jsmith) 2. Go to “MY FRA” (top navigation) and click “Area for Branch and Regional Officers” (left hand navigation) 3. Scroll to the bottom of the page and click “Advanced Search” 4. Next to “Status” choose “Active” in the dropdown 5. On the very bottom, choose the “paid thru” date using a range (01/01/2007 - 01/31/2007 for example will bring up anybody who would terminate at the end of April, 2007 when the grace period is over) 6. Click “Search”
www.fra.org Retention 7. The list will come up on a new page. On the top of that page on the right is the option to “export”
www.fra.org Retention 8. The next page offers a choice of fields to export (full name, member number, phone, e-mail, etc.) 9. Choose the fields you want Click “Submit” 10.The next page opens with a link to the Excel document containing the names.
www.fra.org Retention Click the link and save the document to the location of your choice.
www.fra.org For Reinstatement Here’s How it Works: Follow the same instructions except the following: 4. Next to “Status” choose “Terminated - Non-payment of dues” in the dropdown 5. On the very bottom, choose the “paid thru” date using a range (12/01/2006 - 12/31/2006 for example will bring up anybody who terminated at the end of March, 2007 when the grace period is over) This brings up those who are no longer active – and terminated due to non-payment of dues. If they have died, nobody has informed HQ.
www.fra.org Script: Hi. I’m ______ calling from the Fleet Reserve Association Branch _______. Your membership is about to expire and we want to keep you as a member of FRA! You are very important to us. (If it is an oversight) You can pay online at www.fra.org or I can send a new invoice to you today. What is your preference?www.fra.org [note: branch secretaries can log into the members record, click “more info” then “member demographics” and check “send bill” to get a bill sent the same day from headquarters.] (If it is because of an issue) Your concerns are certainly important. Would you please share your reasons with me and let me know what I can do to keep you as a member? (No) Thank you for your time, we are sorry to lose you as a member of FRA.
www.fra.org Script for phone message: Hello, this is _______ calling from the Fleet Reserve Association Branch _____. Your membership is about to expire and we don’t want to lose you! If it was an oversight, we would be happy to re-invoice you. Please call 800-FRA-1924 and pay by phone or pay online at www.fra.org. Thank you. We look forward to hearing from you soon.
www.fra.org Let’s Keep Our Members and Bring Back Those We Lost! Questions?