The Joy of Membership

Member Feedback: What to Do When Members Don’t Love Us

October 05, 2021 Joy Duling Season 2 Episode 59
The Joy of Membership
Member Feedback: What to Do When Members Don’t Love Us
Show Notes

Everyone loves hearing positive feedback when it comes to the efforts and processes within your organization. But what happens when that feedback ISN'T so positive?
Today's podcast guest is Barbara Khozam, an internationally recognized speaker and trainer. Barbara is the founder of Barbara Khozam Speaking and Consulting, and has delivered over 1700 presentations on Customer Service, Patient Experience, Leadership, and Communication. Barbara and her team help businesses create cultures of service in which employees become customer advocates. We're fortunate to hear from Barbara today about how to address dissatisfied or difficult members and turn them into loyal and happy benefactors of our organizations!

Connect with Barbara:



Yes, there is a “real” Joy in The Joy of Membership.

Founder & CEO Joy Duling has been working with leaders of associations, trade groups and nonprofits since 2005.

She has also walked the same journey, serving for nearly 10 years as the Executive Director of a membership-based nonprofit which she helped launch from scratch and led to annual revenues of more than $1M exclusively from membership contributions.

Joy has been widely recognized as a speaker, an online educator and a trusted advisor, twice winning the “Unsung Hero Award” from the National Association of Women Business Owners' Central Illinois Chapter. She holds a Bachelor's Degree in Psychology and a Master's Degree in Social Work with Specialization in Policy, Planning and Administration. She has extensive experience in strategic planning, team facilitation, change management, and association operations.

But beyond industry experience and education…

Joy Duling is the calm voice you want to have in the room when you, your team, or your board is overwhelmed by ideas and options.

She's a trusted resource at the other end of an email or phone call who knows the answer, or can find the answer, when it's not clear what to do next in your approach.
She's a planner of systems and driver of progress that helps your organization achieve stretch goals.

She's a gifted facilitator of conversation, collaboration, and constructive growth. 

And she's approachable and results-oriented,  which makes it easy to shake loose of the old and start fresh on the new.