Responding to Members

Words of Wisdom

You don’t need the perfect response.

You just need to be:

• Friendly
• Clear
• Available

That’s what makes members feel welcome.

What Success Looks Like

• Members receive timely responses
• Conversations feel welcoming and natural
• Members know how to take a next step if they choose
• Questions are answered or routed appropriately
• Members feel heard and respected

Best Practices

• Respond promptly when practical
• Match the member's tone and level of engagement
• Answer the question that was asked
• Offer a simple next step when appropriate
• Keep responses warm, concise, and conversational

Common Pitfalls

• Don’t send long, information-heavy messages
• Don’t overwhelm with multiple links or options
• Don’t push for attendance
• Don’t take lack of response personally

Purpose

This page helps you respond to members after initial contact.

The goal is to make responses feel natural, welcoming, and easy — not scripted or overwhelming.

The Basic Structure

A good response usually includes:

1. Acknowledge what they said
2. Respond or answer their question
3. Offer a simple next step (optional)

Not every message needs all three.

Common Scenarios

They Say “Thanks” or Give a Short Reply

Keep it light.

Example: Glad to hear from you! If you ever feel like connecting locally or coming to something, just let me know — always happy to help.

They Express Interest in Meeting People

Move gently toward a next step.

Example: That’s great — there are a few members in your area. We sometimes do casual meetups (coffee, lunch, etc.). Would something like that interest you?

Optional:

• Suggest a specific event
• Offer to help coordinate

They Ask About Events

Keep it simple and clear.

Example: We have a few upcoming events — I can send you the calendar, or if you’d like, I can suggest something that might be a good first event.

Avoid:

• Sending too much information at once

They’re Nervous About Attending

Normalize the feeling and reduce uncertainty.

Example: Totally understandable — a lot of people feel that way at first. If you decide to come to something, I’d be happy to meet you outside and introduce you around.

They Say They’re Too Busy

Respect that and keep the door open.

Example: That makes sense — schedules can get busy. If things ever open up, or if you just want to connect locally, feel free to reach out anytime.

They Say They’re Not Interested in Events

Acknowledge and pivot.

Example: That’s completely fine — not everyone is looking for events. If you ever want to stay connected in other ways (newsletter, online groups, webinars, etc.), I’m happy to help.

They Ask About Other Members Nearby

Facilitate connection carefully.

Example: There are a few members in your area. If you’re open to it, I can help connect you or coordinate a small meetup.

(Respect privacy — do not share contact info without permission, although you can direct them to the Membership Directory on the National website.)

They Don’t Respond After Initial Interest

One gentle follow-up is enough.

Example: Just wanted to follow up in case my last message got buried. No pressure at all — feel free to reach out anytime.

Then leave it.

Offering a First Meetup

Keep it simple and specific.

Example: I’m planning to be at [location] on [day/time] — if you’d like, we could meet there. I can meet you outside and we can go in together.

Clarity reduces hesitation.

When You Don’t Know the Answer

It’s okay to say so.

Example: That’s a good question — I’m not sure, but I can find out and get back to you.

Then follow up.

Tone Tips

• Write like you speak
• Use complete but simple sentences
• Avoid overly formal language
• Be warm, but not intense

Related

• Welcoming New Members
• Making It Personal
• Member Contact Methods
• Membership Officer - When to Escalate or Hand Off Communication
• Supporting Remote Members