RETENTION COMITTEE MEMBER TRAINING

1. RETENTION COMITTEE MEMBER TRAINING LUKE 15: 3-6

2. Thank you for stepping up and taking a position on your council retention team. The work of the retention team is most important to the health of the council. Many brothers are lost from the order as a result of poor retention work. And it is work. It takes time, patients, and dedication. “It is better to light one little candle than to curse the darkness”

3. REACTIVE MODE The retention team has two modes. One is reactive the other is proactive. In the reactive mode the FS or GK gives work sheets of members in arrears usually in September or March to the Retention Chairman who distributes them to the team members. The retention team attempts to contact the delinquent member to get him to pay his dues.

4. REACTIVE MODE The financial secretary should send; Dues first notice, Dues second notice 1 month later, Knight Alert Notice (KA1) two weeks later. You should get the worksheet about 1 to 2 weeks after the KA1. If one or more notices were returned undeliverable, sending more is unnecessary.

5. Your Financial Secretary should prepare a worksheet for each delinquent member and give it to the retention chairman for distribution to the retention team members

6. The top portion is populated with information about the brother that you are to call. Often the retention team member is not familiar with the brother that he is calling so the worksheet should be studied prior to making a call

7. Your Name LM VM 12 Mar 2013 6:30 PM The center portion is for the retention team member to document his efforts. Put your name on the worksheet. Document your attempted contact on the worksheet Include the date and time that you left a message. Also document what the brother said. You may hand write the form. Use the back for more space

8. LM VM 12 Mar 2013 6:30 PM Fill in the date and check the appropriate box only when you talk directly with the brother, or if he responds to an e mail message. E mail should only be used if his phone number is wrong or missing and cannot be found, or he has been called at least three times. Attach a copy of his message to the worksheet.

9. When you call a brother, often you will get an answering machine or voice mail (VM). When you leave a message, NEVER mention dues or money. Instead inquire about his and /or his family's well being. Let him know that the Grand Knight is concerned about him. Ask him to call back. leave your name and number.

10. SAMPLE PHONE MESSAGE FIRST CALL Leave message after the tone… BEEP “Hi brother Joe this is John Doe with St Marks council Knights of Columbus. We have not seen you in a while and are a bit concerned. Grand Knight Smith asked me to call and check on you Please give me a call soon and let me know if everything is OK. My number is 555-555-5555. Thanks”.

11. LM VM 12 Mar 2013 6:30 PM Document your Attempt on the worksheet date and time that you left a message. LM= Left Message VM= Voice mail or answering machine

12. SAMPLE PHONE MESSAGE SECOND CALL A WEEK TO TEN DAYS AFTER THE FIRST Leave message after the tone… BEEP “Hi brother Joe this is John Doe again with the Knights of Columbus. I have not heard back from you since the message that I left a week ago. Please give me a call soon and let me know if everything is OK. My number is 555-555-5555. Thanks and God Bless”.

13. LM VM 12 Mar 2013 6:30 PM LM VM 17 Mar 2013 7:30 PM Document your Attempt on the worksheet date and time that you left a message. At any time that you find the phone number is incorrect, note it on the top portion and try to find a working number. Document the services that you tried. Use the back for additional room.

14. SAMPLE PHONE MESSAGE THIRD CALL A WEEK TO TEN DAYS AFTER THE SECOND A different brother should call the third time if possible Leave message after the tone… BEEP “Hi brother Joe this is Bill Jones with the Knights. Brother Doe asked me to call you. He is worried about you and thinks that you do not want to talk to him. Please give me a call soon and let me know if everything is ok. My number is 555-555-4444. Thanks”.

15. LM VM 12 Mar 2013 6:30 PM LM VM 17 Mar 2013 7:30 PM LM VM 24 Mar 2013 5:30 PM Bill Jones Document your Attempt on the worksheet date and time that you left a message. If three messages were left with no return call, go with another brother to visit the member at home or see him at Mass if possible. It is understood that some will not want to visit the members home.

16. SAMPLE PHONE CONVERSATION (Joe) “Hello” (John) “Hi brother Joe this is John Doe with St Marks council Knights of Columbus. We have not seen you in a while and are a bit concerned. Is everything OK?” (Joe)“Yea I guess” (John)“Grand Knight Smith asked me to call you and see if you need anything and to ask where you have been.”

17. (Joe) “I guess that I am not interested in being a member” (John) “ Why not Joe, have we done something to offend you? I’ve been a member for 15 years and My membership means a lot to me. (Joe) “I' am just not interested” (John) “Did you know that you have $2000 in accidental death insurance on you and your wife that you could probably not replace for the cost of your dues. (The amount is listed on the MBR death benefits document)

18. (Joe)“I just do not know (John) “ Well Brother Joe, I want you to think about continuing your membership. Can I call you back tomorrow to give you time to think and talk with your wife?” (Joe) “Well OK” (John) “Joe I will call you tomorrow evening and we will see what we can do to re interest you in the knights. We’ll talk then, promise?” (Joe) ”Yes”

19. X 24 Mar 2013 LM VM 12 Mar 2013 6:30 PM 24 Mar 8:00 Talked with him. He will think about remaining. Will recall tomorrow LM VM 17 Mar 2013 7:30 PM Document your conversation on the worksheet with the date and time. Use the back if you need more space.

20. That preceding was just a sample of what your conversation. Dues or money should not be mentioned until the brother seems comfortable with you. Near the end of the conversation tell him that he must catch up on his dues and to please attend a meeting soon. Try to find out why he has become delinquent. Your council may have a means to “work off” the arrears.

21. Have a copy of the member benefits list and accidental death benefits documents from the state web page when you talk with a member. Also have your council calendar of events and any other material that will aid you. http://kofcnc.org/MEMBERSHIP/Retention_page.htm OR www.KOFCNC.ORG. Click MEMBERSHIP then click RETENTION

22. Older members should be reminded how little time is left until they are Honorary, or Honorary Life members. See the member benefit document. Married men should be reminded of the death benefits that they have Younger men on their way up can learn about managing projects and have brothers willing to mentor them. The state meetings offer great corporate training that is applicable to many occupations.

23. EXTRAORDINARY EVENTS If a member states that he is no longer Catholic, ask him to send a letter or e mail stating so. The message must come from the member or a Priest. No additional retention work is needed after the letter or e mail is received. If a member states that he is no longer wants to be a knight, ask him to send a letter or e mail stating so. The message must originate from the member. Form letters are not accepted. No additional retention work is needed after the letter or e mail is received.

24. EXTRAORDINARY EVENTS If you have a member that has had the dues notices returned and the phone number is incorrect, send an e mail message if you have his address. Like the voice mail message, do not mention his dues, but try to get his phone number. Make the message appear that you are concerned.

25. EXTRAORDINARY EVENTS If the members address is incorrect, try “zabasearch” on line or some other service. The church may have a good address. Check his emergency contact on the worksheet. Always document your efforts on the worksheet. If all of your efforts fail, give the worksheet back to the retention chairman.

26. PROACTIVE MODE In the proactive mode, certain members are called more often.They are as follow; New members – before meetings for the first few months Ill and older members that cannot make meetings – at least every three months. A report on their condition should be given by the RC at the meetings during the good of the order.

27. Members who have not attended a meeting in three months Military members stationed far from your council – An e mail or call at least 3 times a year. Widows – at least 3 times a year

28. Some members do not attend meetings, it is just not something that they like to do Somemembers do not attend meetings because of work, school, or family reasons While many are not attending meetings they pay dues and maybe will work a LAMB shift or help with a project once in a while We need to keep in touch with those members so they do not loose interest

29. Always remember that you are on the RETENTION team. Not the suspension team. The RETENTION team. Your job is RETENTION. If you fail we have suspension or withdrawal

30. SUMMERY REACTIVE RETENTION The dues notices and the Knight alert letter have been sent over a two and a half month period by the FS and dues have not been paid. The RC gives worksheets to his team members to make personal contact. The retention team member (RTM) documents his attempts at contact including date and time. He also documents what brother said when contacted PROACTIVE RETENTION A list of brothers who are not attending meetings, Old or Ill members, or Widows is given to a RTM to call and check on. Their condition is documented and given to the RC for his council meeting report

31. Thank you for serving on your council retention team. “It is better to light one little candle than to curse the darkness”