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News & Press: FOCUS

Delivering value and embracing customer service

Friday, March 3, 2017  
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By Michelle Rahl

There is no shortage of business groups, coalitions or associations in which your business could choose to invest. So why choose the Lansing Regional Chamber of Commerce (LRCC)? It is the responsibility of each and every Chamber staffer to make sure that we are communicating value through the work that we do every day. Whether it is making a valuable connection, social media support or being a part of public policy discussions that impact our region, the Chamber strives to address the needs of each of our more than 1,100 members.

For the LRCC, customer service is our primary goal. The collective of our membership strives every day to enhance the Greater Lansing business community; however, we also know that each member has joined the Chamber for a wide variety of reasons and with different expectations. It is our responsibility to know those reasons and expectations and to work to satisfy them.

To quote Peter Drucker, the founder of modern management, “Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”

Customer service also means being flexible and nimble enough to meet our member’s ever-changing needs. We recognize that our community has challenges and opportunities that are unique from other regions in our state. We pledge to our members that we will be creative and passionate leaders who will help this community implement the change that is needed in our region.

Communicating the value of the Chamber’s advocacy work remains a challenge as so much of that work is done behind the scenes. The business interests of our members are well represented by the Chamber and are vital to economic success and job growth in our region. When the Chamber focuses on politics and policy, our members can do what they do best – run their business!

The work of the Chamber is built on relevance and communications. Strong communication is the core of building relationships with members - and everyone else we meet. As your Chamber, we pledge to have lines of communication that are honest, open and two-way. We are listening and we want to hear from you!

Click here to download the March issue of FOCUS.


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