The Membership Guys

Things You Quickly Learn in your First Year as a Membership Site Owner

It’s that time of year where everyone tends to get a little bit thoughtful. Reflecting on the last 12 months and looking towards the next 12 and what could be achieved.

So, what better post to end the year on than one taking a look at some of the things you discover in your first year of running a membership site…

Good customer service is paramount

Nothing ever goes 100% smoothly, that’s just life. The key is how you deal with things when issues do arise. If you drop the ball on something, how do you make up for that? If a member is unhappy with your membership, how can you correct that?

Most things can be salvaged with good management (and possibly a glass of wine). And if in doubt, think about what you would want to happen if positions were reversed.

Good customer service can be the difference between losing a member and burning your bridges, and leaving someone with a positive impression and likely to recommend you to others.

Proper onboarding makes everything easier

It’s no secret that I’m a fan of onboarding. It’s one of the best ways to help your members to get the best out of your membership, and avoid issues such as overwhelm.

When you have a good onboarding process in place, your members are happier, your engagement goes up, retention improves and you have far less customer service issues to deal with. That’s pretty much a win for everyone!

It can take a little time to get your onboarding process working well when you first start your membership, but continuing to make tweaks, especially as your membership evolves, is definitely time well spent.

Making money while you sleep never gets old

I’m not going to lie. Waking up to notifications of new members or payments received is one of my favourite things. It’s something I truly appreciate after years of having to chase invoices in order to get paid for services!

Whilst money shouldn’t be the sole reason you create a membership site, the appeal of recurring income is usually one of the reasons most people decide on this model. And even though running a membership site can be hard work, the freedom that typically comes from recurring revenue, which generally also increases month after month, really can make a huge difference to your life (and stress levels!).

You can’t please everybody

No matter how good your membership site is, there will always be someone who isn’t a fan or who doesn’t see the value in what you’re offering. And that hurts.

It can also make you doubt yourself and your membership. But the sooner you realise that you can’t please everybody, and your membership won’t be the right fit for everyone, the better your life as a membership owner will be.

If you have 99 happy members who love what you’re doing and 1 unhappy member, you need to learn to focus on the 99 – those guys aren’t all wrong! If negative feedback is valid then obviously do what you can to fix the situation, but otherwise listen to those who are getting value and enjoying your membership.

Similarly, one of the most important lessons you can learn is to not take cancellations personally, or even as an inherently bad thing! People cancel for a number of reasons and can still return later or recommend your site to others.

You’re probably making a bigger difference than you realise

Something that may come as a surprise as your membership site grows is that you won’t know all of your members anymore. Whilst it’s easy to focus on the members that are vocal in your community, there will be a large proportion of members who quietly consume your content but never actively engage with you.

Until the day they send you an email telling you how much your membership has changed their life, or made their business easier, and how they are so happy they found you.

We can forget quite how many people we’re impacting with our membership. Don’t take someone’s silence as a sign that they aren’t getting value from what you’re offering.

And watching your members get results is even better than getting them yourself

Nothing beats the feeling of seeing your members implement what you’re teaching and achieve their own results. It really never gets old and makes everything more than worth it!

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