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Turn that Frown Upside Down

It’s really important to know what upsets your members. If you don’t know, you can’t fix it or worse, you won’t get the opportunity to engage in conversation with that member. Superior marks for service satisfaction are great, but remember that old adage? An unhappy person will tell 10 people about his experience, but not so with a happy person. Keep the lines of communication open for those unhappy members. You may find new ways to serve all your members.