Dear Ms. McChesney et al.
I was on the opening floor staff of two national museums on the Mall in DC. In each case floor staff were regularly addressed by members who extolled their status and , or were concerned that they were receiving their due. Most important that all members and all museum staff understand the relative benefits of the different membership levels. Here are a few thoughts.
A number of members will take what extra status they pay for very seriously and expect special treatment/consideration/entitlement for themselves and the guests they bring to your/their museum. They will expect the status to last unless very clearly defined otherwise from the start. Misunderstanding aspects of the status they may take out their disappointment on floor staff.
Extention of benefit to member friends or their accompanying guests should be clearly defined.
There should be an explicit and readily apparent benefit for their status when they plan visits or when they arrive at the museum. For example, special early notice for reserving for an event should remind them of the benefit they are receiving. There should be signs at the entry and info desk for "Member Services". Cafe member discounts on the menu board. How about member only early looks at the new exhibitions in the changing gallery? How about a big sign for a 2:00 p.m. Curator chat for members? A Member line that gets in moments ahead for a theater show. Anything to get someone pulling out the card in public and showing it to staff and friends.
Floor staff should be trained/personally informed by membership regularly about benefits for members. Building this relationship is critical to your members receiving a positive response. Let public side staff know about any programs you are publicizing. If every floor staffer volunteer or professional knows all the benefits of membership as different levels it will reinforce the value to current members and encourage others to join. But, don't make them into cashiers please.
Any media showing membership status that staff will encounter (Membership cards, Member lists, member lookup software) should readily show any special status held by the member and the benefits of that status should be easily found.
Membership should be available to engage with visiting members, or as a backup to floor staff on any day the museum is open. Yes, rotate through weekends and holidays esp. for special events. Consider training membership volunteers perhaps.
More than you bargained for but that is exp. for you. Best of luck with the opening. I loved the old Burke and look forward to seeing the new one.
Sincerely,
Eric Marr
Assistant Aviation Curator
National Museum of the Marine Corps
eric.marr@usmcu.edu------------------------------
Eric Marr
Assistant Aviation Curator
National Museum of the Marine Corps
Triangle VA
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Original Message:
Sent: 06-06-2019 05:43 PM
From: Melisa McChesney
Subject: Limited Edition Membership Cards
Does anyone have experience with releasing special edition membership cards (perhaps in conjunction with a building opening or an anniversary celebration)?
We will be offering limited edition membership cards for the opening of our new museum. We want to do an appeal to our current members, who already have cards, so that they can choose to upgrade to the new cards for a small fee. We have never done a campaign like this, so I'm not sure how to estimate the return.
I'd love to chat with anyone who has done something like this before!
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Melisa McChesney
206.616.6057
Burke Museum
Washington State Museum of Natural History & Culture
University of Washington | Box 353010
Seattle, WA 98195-3010
The Burke Museum is currently closed to visitors as we move collections and build exhibits in the New Burke (opening fall 2019).
Learn about the New Burke