2015 Retention Toolkit

Transcription

1 MEMO TO: FROM: RE: Chapter Retention Chairs Council of Chapter Presidents Member Retention Committee 2015 Retention Toolkit Membership retention is a top organizational goal. The following toolkit is provided to assist you in: Communicating the value of SIOR; Understanding the dues process; Handling questions and potential objections; and Reviewing the dues correspondence. The components of the Retention Toolkit: 1. The SIOR Value Proposition Page 2 2. Handling Objections & FAQ Pages Membership Renewal Timeline Page 5 4. Copy of 2015 Membership Renewal Letter Page 6 5. Sample Copy of 2015 Membership Renewal Notice Page 7 6. Sample of Final Dues Notice Page 8 How to use the toolkit: Review this toolkit and understand the renewal process; Review the list of chapter members who have not paid dues and are at risk of leaving; Consult the Chapter leadership and membership for feedback on existing special circumstances; Contact each member listed; Verify contact information; Encourage timely payment and membership renewal; Listen and empathize; Respond with positive reinforcement of SIOR value, and Update Chapter and Michael Topp with any contact information changes, member concerns, and a progress report. It is important to communicate the value of membership and the power of the designation, but the most powerful tool you can use is You! Share your personal stories of what SIOR has done for you. Thank you for your efforts and please call on Staff with any questions or for more information. STAFF RESOURCES: Michael Topp, Director of Membership E: mtopp@sior.com P: Alison Goldberg, Membership Coordinator E: agoldberg@sior.com P: Amanda Bogden, Accounting Manager E: abogden@sior.com P: Page 1 of 8

2 The Value of SIOR Holding the SIOR designation signifies a great achievement, positioning you above your competition. Your SIOR designation and membership can 1. Increase your income. 2. Enhance your professional skills. You are a member of the world s most powerful commercial real estate metwork SIORs conclude more than 80,000 transactions annually, averaging 30 deals per member. With nearly 2,900 designees across 34 countries in 630 cities world wide, you can always locate an SIOR to meet your clients needs. Distinction that increases your bottom line SIOR s branding and awareness campaign is dedicated to promoting your designation. Corporate and real estate executives recognize the value of the designation, helping you win business. The designation is often the deciding factor over competing brokerage firms on major assignments. The designation is tangible evidence of your expertise, providing instant credibility. Access your member resources MySIOR the new site provides more features for enhanced networking. Members can stay connected and engaged between conferences. The site offers personalized homepages, networking, discussion forums, document sharing, and much more. SIOR Connect SIOR s member messaging platform. Whether you have a new listing, property requirement, or general inquiry, you can easily send targeted messages to SIORs. Enhanced Find a Member Search access the new features, including robust member profiles with Areas of Practice for advanced searching, in-page Google map search results, search-based and premium digital advertising opportunities, and optimization for smartphones and tablets. SIOR Global Media Network connect with SIORs on Twitter, LinkedIn, Facebook, and Google+. Designee Marketing Toolkit promote your designation with customizable tools, including a PowerPoint presentation, press release templates, and logos. Available on the MySIOR site. Member to Member Transactions (M2M) increase your recognition. All reported transactions are highlighted on and the SIOR Global Media Network. Your reported transactions will be featured on your MySIOR profile. Benefit from education, news, and professional programs World Conferences, chapter programs, and Center for Career Advancement (CCA) offerings education and networking opportunities for your competitive edge. Strategic Alliances with ALM Real Estate Media and the Industrial Asset Management Council (IAMC) generating awareness of SIOR and providing relevant research. SIOR Commercial Real Estate Index your indicator of market temperature. Professional Report & SIOR Pulse Blog your connection to the industry s most timely and relevant articles. NAR Advocacy serving as your voice in Washington. Professional Standards, Arbitration, and Mediation your peer based systems for resolving disputes. Page 2 of 8

3 Handling Objections & FAQ Please Remember to: Empathize with the member. Validate a member s reason for concern; explain how membership overcomes those challenges. Communicate the value of the designation. I did not receive an invoice or membership renewal package or don t know my username and password. - Confirm contact information and inform them that Alison Goldberg, Membership Coordinator (agoldberg@sior.com) will an invoice ASAP or can provide the log in credentials. Dues are too expensive. - The opportunity of business made through the SIOR network can result in greater returns than your annual investment. - Your dues provide access to leading education and professional development opportunities including the World Conferences, local chapter programs, and online MySIOR offerings. I cannot pay my dues in full at this time. - Payment plan options are available: o Pay the first installment now and the second installment by July 1, There is a $25 service charge for paying in two installments which is paid with the first installment. o If a member cannot meet these conditions, please have them contact Michael Topp at A monthly payment plan is available. My business is down. - Ths is when SIOR matters now more than ever. SIOR members constantly share and exchange ideas on how to best maneuver in challenging environments. - Consider your investment in SIOR as a part of your marketing or business development budget. I have not gotten anything out of SIOR and do not see the benefit. - Discuss how SIOR is undergoing a thorough strategic planning process. SIOR is anticipating changes in the business environment over the next 10 years that may affect how brokers conduct business. The goal is to ensure that SIOR is prepared and strategically equipped to meet whatever challenges these changes may present. - Share ways in which you have benefited both economically and professionally from SIOR. - Review the SIOR value proposition and discuss ways for them to get involved. - Emphasize there are new resources and tools available to enhance business and professional development opportunities. See the list on the value proposition page. I belong to CCIM. Their dues are less expensive, and I receive technological tools. - CCIM has a different mission from SIOR. It exists to provide technology to its members. In contrast, SIOR drives business and provides a different experience through the designation, networking, and education. I don t have enough time to commit to SIOR. - Even if you are not able to put any time in SIOR, the designation already works for you by continuing to promote you through your personalized, searchable MySIOR profile and SIOR s global advertising campaign. Page 3 of 8

4 Handling Objections & FAQ (continued) My company belongs to a network/ I work for a global or national firm and don t need another network. - In times when firms and networks are consolidating and downsizing, you can be assured that the SIOR network will be there. - The SIOR network provides coverage in your firm/network s unrepresented areas. - SIOR is an additional tool to distinguish you from the competition. - International firms and networks regard SIOR as critical part of their delivery platform and in some cases require SIOR membership. - Many SIORs will only refer business to other SIORs within their firm or network. - SIOR is an additional perspective and industry resource. I have personal reasons divorce, illness, financial hardship, etc. - Express understanding of the circumstances. - SIOR is a long term relationship. - If you d like to discuss additional payment options, please contact Michael Topp at I m not going to be actively involved in SIOR this year I would like to become inactive. - SIOR does not have an inactive membership status. o The alternative is to inform HQ in writing of intention to cancel your membership. This will allow you to leave in good standing if you have been a member at least 3 years. o To reactivate membership within 5 years you will need to submit a reinstatement application. - SIOR encourages you to maintain your membership, even if you step back in participation. Your name and contact information will remain on the searchable SIOR website and you ll be able to continue to use the SIOR designation, which continually promotes you as an expert and top producer. **What a member must do if they are quitting: 1. Inform SIOR HQ in writing/ of intention to cancel the membership. 2. Make sure there are no outstanding balances with SIOR. 3. Remember that the reinstatement eligibility window is within 5 years of date of cancellation. 4. Contact SIOR HQ when ready to reinstate and complete the one-page Reinstatement Application. Why do I have to pay NAR Institute Affiliate dues? - Institute Affiliate (IA) dues are an added cost saving by not having to pay local Real Estate Board dues. - All members are required to hold an NAR membership. - Please contact Alison Goldberg at agoldberg@sior.com if you are interested in enrolling in the IA dues program. I m (65+ years or older) /I m not really in the business anymore. I have retired. - Retired status is available to members who meet the following criteria: o Any member that is no longer active in the industry (except for facilitating his/her own portfolio) and who is sixty-five (65) years of age or older, or has been an active member for at least 15 consecutive years may apply for Retired membership. o Members interested in retired status must submit the appropriate application along with a retired verification affidavit. Please have them contact Michael Topp at Benefits to retired status include: o Use of the SIOR Retired designation. o Reduced SIOR National Membership Dues ($200). o Continued access to SIOR World Conferences and Chapter events. o Listed in the annual SIOR directory and on the SIOR website as an SIOR Retired member Page 4 of 8

5 2015 SIOR Membership Renewal Timeline December 4: SIOR HQ mails dues renewal packets to members. December 8: SIOR HQ s dues invoice to members. January 6 (approx. 30 days after mailing renewal statements): SIOR HQ mails and e s a second dues reminder. Mid-January: Conduct Retention Chair Conference Call. Discuss best practices, current collection efforts, etc. February 3 (60 days after mailing renewal statements): SIOR will submit lists of unpaid members to the Board of Directors, Chapter Presidents and Retention Chairs. February 4: SIOR HQ mails and s a 3 rd dues reminder February 5-13: Retention Chairs to contact each late member to remind them of deadlines, payment plan options, encourage renewal, and respond to member concerns and update the Chapter and SIOR HQ. February 16: Board of Directors will review retention progress. March 3: SIOR will submit list of unpaid members as of March 1 to the Board of Directors, Chapter Presidents and Retention Chairs. March 5: SIOR HQ mails letter from Angela West and 4 th dues reminder March 6-13: Retention Chairs to contact unpaid members one final time to encourage continuation of membership and to sign up for payment plan. March 19: SIOR HQ sends personal to unpaids to encourage payment and inform them of process to leave in good standing. March 31: Membership dues deadline. Unpaid members are subject to cancellation. April 15: Board of Directors votes to terminate members who have not paid or signed up for payment plan. Important Dues Information All members are required to fulfill annual SIOR, Chapter, and NAR dues. Members can either pay NAR dues through SIOR, another Affiliate, or the local REALTOR Board. NAR Institute Affiliate Dues through SIOR are $105 and must be paid online at Please Alison Goldberg at agoldberg@sior.com to enroll in the IA dues program. Page 5 of 8

6 SAMPLE 2015 SIOR Membership Renewal Cover Letter December 4, 2014 Dear NICK NAME, Thank you for your membership since INSERT YEAR. Your continued dedication to SIOR makes our membership strong and allows us to make a lasting impact within our industry. I hear from many of our fellow SIORs that, thanks to their designation, business is thriving and momentum is building - truly highlighting why SIORs are best in class. Improved market conditions and excitement amongst our members are evidenced by the more than 1,000 SIORs and industry professionals present at the Fall World Conference the best attended conference in 10 years. SIOR is committed to our future strength with long term strategic goals focusing on: 1. Member Segments: ensuring our value proposition meets the needs of SIOR designees practice areas. 2. Messaging: solidifying our story to share with the industry, our clients, and our membership. 3. Education: developing more specialized educational programs for our membership and industry professionals. 4. Nimble Governance: establishing a leadership structure that positions us to address the changes in trends and demands of our membership and the industry. 5. Thought Leadership: elevating the influence and reputation of SIOR as a thought leader through research, partnerships, articles, white papers, and curating relevant industry information. SIOR leadership is dedicated to SIOR s current and future success to drive your business and help you thrive. Staying connected with SIOR members is the best way to leverage your designation. Whether at World Conferences, chapter events, or online, use the SIOR platforms to connect and do business. MySIOR (updated!) your members-only community that offers networking, discussion forums, document sharing, listing promotion, and so much more. SIOR Connect send targeted listing announcements to SIOR members. Locate an SIOR your online directory to highlight your expertise through your profile, promoted to Fortune 1000 corporate real estate executives. M2M Transactions reporting is online and your transactions appear on your membership profile and prominently on the SIOR website. SIOR will soon capture and recognize all of your transactions. Enclosed is your 2015 membership renewal notice. You have two payment options this year: Option 1: Pay in full by January 5, You can pay your dues online at my.sior.com (select Pay My Dues under the My Account menu) or mail payment. Option 2: Standard Payment Plan - Pay the first installment by January 5, 2015 and the second installment by July 1, A $25 service fee will be added to the first installment for Option 2. Please complete and sign the payment plan section of the dues renewal notice and mail or fax to SIOR. I look forward to seeing you at the Spring World Conference in Scottsdale, AZ from April Sincerely, Angela West, SIOR, MCR 2015 SIOR President ID Page 6 of 8

7 SAMPLE 2015 SIOR Membership Renewal Notice Page 7 of 8

8 March 5, 2014 SAMPLE: 2014 Final Dues Notice Dear NICK NAME, As a fellow SIOR, I urge you to reconsider before you allow your SIOR membership to lapse. It is the beginning of March and SIOR has not received your 2014 dues payment. You worked hard to earn your SIOR designation, and now is not the time to lose it. Your designation provides: Distinction you are one of the elite 2,800 professionals worldwide who have earned the designation. Differentiation SIOR certifies your expertise and distinguishes you from the competition. Professional Development Benefit from the ideas and energy of your peers at World Conferences and through the SIOR Center for Career Advancement. Relationships - Most importantly, you ve made relationships with the industry s best professionals. Relationships built on trust, confidence, and professionalism that provide considerable deal flow during both boom and lean periods. Additionally, as I mentioned in December, SIOR is focused on initiatives aimed at ensuring SIORs are recognized as the leading office and industrial brokers around the world. These initiatives include new online platforms to keep you connected so you can conduct more business. SIOR appreciates and understands the economic challenges many of our members face and is providing two flexible payment plan options this year: 1. Dual Payment Plan - first half due now and the second half by July 1, Monthly Payment Plan six equal monthly installments beginning in March and ending in August. These options will help spread out the cost of your membership. However, time is running out. Please contact Michael Topp, Director of Membership at mtopp@sior.com or (202) to ensure that your designation and membership remain active by paying your dues in full or enrolling in a payment plan by March 31. You are an excellent broker. I know this because you earned the SIOR designation. Now is not the time to let it go. To the contrary, now is the time to let it earn for you. Sincerely, P.S. If you recently sent in your payment, we may have not received it at the time I sent this letter. If so, please excuse the overlap. Mike Hillis, SIOR, CCIM 2014 SIOR President Page 8 of 8