Humans have rules for a lot of reasons: to keep public order, to show people how to play a game, to install a governance system, and to keep a family living in something similar to harmony. These are a few of the reasons that come to my mind when considering rules and why we have them.

I'm in a lot of professional networking groups. We talk about different programs that organizations can offer their members, how new offerings could work, and we try to figure out why some organizations don't give the members what they want even after repeated requests.

Radio Free 501c is the voice of Rogue Tulips Consulting. The author reads her weekly message from the Rogue Tulips Consulting newsletter, Rogue Speak. This week's topic is: Harassment, Brick Walls, & Apathy: How NOT to treat Members, Clients, or Customers.

Customer service (also known as client service or member service) is what sets apart any company or organization that is committed to excellence. While all organizations need to earn money to survive, that cannot be the only driver when it comes to serving the people who use your products or services. Think about the best experiences you have with any organization providing you with a service: it almost always comes down to how helpful, informed, and service-oriented the representatives are.

Like the line in the movie “Jaws” says: “Just when you think it’s safe to go back in the water . . .”

The 21st century is a wondrous age unlike any before. We can travel the globe in a matter of hours. We can talk to and see each other in real time using handheld devices. Individuals are realizing and exercising their power to create their own lives. We have embraced the power of choice and we are redefining what success means.

There are a few basic rules of member service that all associations should keep in mind. No matter the size of your budget or staff, what counts is how your members feel at the end of an interaction with the organization.