“Bazinga!” & Your Member Experience

Jul 15, 2020

I love the TV show “Big Bang Theory.”  I was sad when the long-running show ended and I always enjoy catching old reruns.

There’s a scene in one of the episodes during which the lead characters, Sheldon and Leonard, find themselves in the ball pit at House o’ Fun. Leonard’s goal is to move the very sleep-deprived Sheldon out of the ball pit. As he tries his best to do that, Sheldon bobs up and down in the balls, popping up only long enough to shoot off a “Bazinga!” before disappearing again. Leonard is left chaotically trying to anticipate Sheldon’s movements, only to miss him every time.

I found the scene on YouTube, if you’re interested in a 2 minute diversion from work: https://www.youtube.com/watch?v=qH1VOy7HKRs

What does this scene in a sit-com have to do with member experience?

Like Leonard, most membership leaders have a direction in which they want people to move. You’d like prospects to join quickly, you’d like them to do specific things as part of the onboarding process, you’d like them to engage with the programs and benefits that you’ve spent countless hours developing and delivering, and you’d like them to renew without hesitation. 

Still, far too often, leaders are left completely frustrated and baffled as members pop around in unpredictable ways. We implement one thing…suddenly members have shifted over there. We shift that way…suddenly members pop up with something completely different.

The truth is that, as long as Sheldon has complete freedom of movement in that ball pit, it’s going to be practically impossible for Leonard to catch him. In fact, Leonard is probably going to just exhaust himself trying. Similarly, if your members can pop up all over the place, wanting all sorts of different things from you, you’ll exhaust yourself trying to anticipate those movements.

The alternative is to have a plan, a strategic way that you move members through their experience with you, rather than allowing them to haphazardly bounce around. The plan isn’t hard to create, but it does require intentional thought and insight into what members are needing from you at each stage in their membership journey.

I’d love to hear what you are doing to avoid the “Bazinga!” effect. Shoot back a reply and let me know. I personally read every response.

How I can Help Right Now:

Mid-Year Check-Ins – How are things progressing for you?  Need some mid-course adjustments?  I’m happy to provide perspective/recommendations, based on how other organizations are approaching “these unprecedented times.”

Project Support – Over the past 3 months, we’ve helped clients implement all sorts of new ideas because EVERYONE is trying out new approaches to supporting members or creating non-dues revenue. If you have something specific in mind, or if you’re looking for fresh ideas, let’s talk.

Website Updates – I honestly wouldn’t have expected this to be a big thing right now, but we have been crazy busy with website redesigns. My theory is that organizations are trying to use their online presence to connect with members in virtual ways, since we are so limited with physical gatherings. So, if this is something that you’ve been thinking about, I’m happy to share options.

Schedule a call to get yourself on the right track! https://joyofmembership.com/consult/

Joy Duling is Founder and CEO of The Joy of Membership.  Since 2005, Joy and her team have helped associations, trade groups and membership-based nonprofits run their programs more easily and deliver exceptional member care.

You can find FREE tools, tips and training to help you run and grow your membership organization in The Joy of Membership Help Hub.