Check-out Line

This morning after a visit to the dentist, I stopped by one of the stores run by a popular local merchant to pick up several bulk items. As I approached the front of the store with my purchases, I could see two check-out lines, both marked “Closed.” A bit befuddled, I heard a disembodied voice from around the corner say, “You’ll have to come over here to check out.” As I backed my heavily laden cart around the corner to the check out clerk, I could see that I would need to make three very tight 90° turns to get out of the store.

I said (pleasantly, I hope) to the clerk that good customer service would make it easy to get through the check-out line. The clerk responded, “Yes, I know, but this is the way they want it.” I suggested that she mention a change to the manager, and she replied, “They would just get mad at me.”

A small inconvenience and an insecure employee?? Yes. But I happen to know the owner and know that he prides himself on exceptional customer service. So, I’ll mention the incident because the only way the little guy competes with the big box stores is by providing exceptional service.

The incident made me think about how non-profit organizations treat their board members. We recruit successful people who can bring added value to our organizations. Then, all too often, we make it difficult for them to make an impact. Do we convey the message “Check-out line straight ahead. May I help you with those large items?” Or do we say “We’ll take your help around the corner and ask you to negotiate an obstacle course on your way to getting the job done?”

Our board members’ time is the most valuable single asset that they share with us – and there are lots of other organizations that would like to have it. So we must use it well or we will lose it!

Once we recruit board members, do we provide an effective orientation and an ongoing education program to equip them for success?

Do we make their assignments clear and manageable?

Do we provide adequate measures of performance and feedback through their peers?

Do we make board membership a rewarding experience that provides both extrinsic and intrinsic satisfaction?

Do our board members experience a clear run to the check-out line or a series of frustrations that makes them want to “check out?”

What has been your experience? Do you have stories to share about how you have removed barriers to board performance?

This blog is dedicated to improving board performance and, through it, creating healthy, productive organizations. Let’s use this space to carry on a conversation about ways we can eliminate the 90° turns for our board members.