Anyone have a process for how they handle things when a member cancels their membership you want to share? We’ve tried offering to buy the person a cup of coffee / meal so we can chat to understand what changed for them, but our invitation is rarely accepted. Does anyone send a exit survey and, if so, what do you ask? Have responses have helped you identify ways to improve?
We’re thinking of a 4 question survey:
Why did you join Cowork Frederick? (What were you looking for?)
Why are you leaving? (Did you not find it?)
Could we have done something differently to change that?
If you were joining today, knowing what you know now, is there something you would do differently?
I think these questions are awesome. I especially love #4. I have never thought to ask that.
-Alex
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On Wed, Feb 1, 2017 at 11:52 AM, Julia Ferguson [email protected] wrote:
Anyone have a process for how they handle things when a member cancels their membership you want to share? We’ve tried offering to buy the person a cup of coffee / meal so we can chat to understand what changed for them, but our invitation is rarely accepted. Does anyone send a exit survey and, if so, what do you ask? Have responses have helped you identify ways to improve?
We’re thinking of a 4 question survey:
Why did you join Cowork Frederick? (What were you looking for?)
Why are you leaving? (Did you not find it?)
Could we have done something differently to change that?
If you were joining today, knowing what you know now, is there something you would do differently?
Anyone have a process for how they handle things when a member cancels their membership you want to share? We’ve tried offering to buy the person a cup of coffee / meal so we can chat to understand what changed for them, but our invitation is rarely accepted. Does anyone send a exit survey and, if so, what do you ask? Have responses have helped you identify ways to improve?
We’re thinking of a 4 question survey:
Why did you join Cowork Frederick? (What were you looking for?)
Why are you leaving? (Did you not find it?)
Could we have done something differently to change that?
If you were joining today, knowing what you know now, is there something you would do differently?
I’ve always believed people have to own the outcome of their choices. To a large extent, they get out of coworking what they put into it (“and in the end, the love you take is equal to the love you make” - The Beatles).
You’ve helped me remember that I can’t do it for them, I can only try to create the environment where they feel welcome and able. So, question 3 is to see if something about us got in the way somehow. Question 4 is, admittedly, in part to get them thinking about their part in the way things turned out in hope it will get them to reconsider their decision to leave and/or to do things differently if they come back in the future. If it doesn’t do that, it at least gives us talking points we can use in guiding others as they come into the Cowork Frederick community.
Julia
···
On Wednesday, February 1, 2017 at 4:38:30 PM UTC-5, Alex Hillman wrote:
I think these questions are awesome. I especially love #4. I have never thought to ask that.
-Alex
The #1 mistake in community building is doing it by yourself.
On Wed, Feb 1, 2017 at 11:52 AM, Julia Ferguson [email protected] wrote:
Anyone have a process for how they handle things when a member cancels their membership you want to share? We’ve tried offering to buy the person a cup of coffee / meal so we can chat to understand what changed for them, but our invitation is rarely accepted. Does anyone send a exit survey and, if so, what do you ask? Have responses have helped you identify ways to improve?
We’re thinking of a 4 question survey:
Why did you join Cowork Frederick? (What were you looking for?)
Why are you leaving? (Did you not find it?)
Could we have done something differently to change that?
If you were joining today, knowing what you know now, is there something you would do differently?
