The Membership Guys

How to Deal with Problem Members Inside Your Community

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One of the best things about running a membership website is that we can market and position it in a way that we attract the sort of members that we most want to work with.

However no matter hard you try to get only the “right type” of people in your membership, you will inevitably experience problem members.

Sometimes it will be a personality clash, where certain members just rub you up the wrong way; however there will be instances where you need to deal with potentially toxic elements among your member base. So how do you deal with them?

I address that question and more on the latest episode of The Membership Guys Podcast.

Episode Summary:

  • The questions you need to ask yourself before dealing a ‘problem’ member
  • How to implement a two-tier “strike” based approach to dealing with issues
  • When it’s the right time to kick out difficult members
  • The process and steps to take when removing someone from your membership

Related articles about managing your membership community:

Key Quotes:

“It’s so crucial to maintain harmony within your community and to do that, you got to remember you set the rules, you set the terms and it’s important that you take action when you have people who want to disrupt that harmony and threaten your business and your livelihood through their negative behaviors.”

“There will be times where you just don’t connect with someone, or they just seem a little bit odd to you. Maybe their sense of humor is a little dry, maybe they are very blunt and direct and you are not a big fan of that. But if this person isn’t negatively affecting the experience of others then they are not necessarily a problem member, just a member you don’t particularly like”

“You need to remember this is your website, your business, your livelihood, you need to protect it and you are well within your rights to do so.

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