SAMPLE TELEPHONE SCRIPT FOR CALLING LAPSED MEMBERS

Below are some ideas for what to say when calling a lapsed member to renew. We encourage you to familiarize yourself with the script before making calls, so that you do not appear to be reading from it. Also, feel free to adapt it to your comfort and style. Include your own thoughts about why your honor society membership is important to you. And dont forget to mention upcoming chapter events!

INTRODUCTION TO PERSON ANSWERING PHONE:

Hello, may I speak with (use first and last name )?

IF ASKED WHO S CALLING: This is (your name) from the (chapter name) Chapter of the
Honor Society of Nursing, Sigma Theta Tau International.

IF NOT AVAILABLE: This is (your name) from the (chapter name) Chapter of the Honor Society
of Nursing, Sigma Theta Tau International. When would be a better time to reach (him/her)?

IF ANSWERING MACHINE: Hi, (first name). This is (your full name) from the (chapter name)
Chapter of the Honor Society of Nursing, Sigma Theta Tau International. Were in the process of contacting members whose membership has lapsed. Wed love to get you reconnected to our chapter by getting your membership renewed.

INTRODUCTION TO CONTACT:
Hi, (first name). This is (your full name), and I am calling on behalf of the (chapter name) Chapter of the Honor Society of Nursing, Sigma Theta Tau International. Were in the process of contacting our members who we havent seen in a while to let everyone know what is going on in our chapter and talk about all the new resources and opportunities for honor society members. For instance, (fill in with chapter event or) did you know that the honor society launched Nursing Knowledge International, a one-stop web resource for nurses to learn or practice evidence-based nursing, develop their careers, increase leadership skills and earn continuing education credits? IF YES: Thats great! At nursingknowledge.org, members receive preferred pricing on all products, such as books and continuing education courses. IF NO: I encourage you to check it out at www.nursingknowledge.org. Members receive preferred pricing on all products, such as books and continuing education courses. You may also remember receiving a postcard recently from headquarters, highlighting some other resources that may have been developed since you were last active. Id really like to get you renewed so that you (can take advantage of these benefits or can join us for the next chapter event). Would you like to renew your membership now with a credit

card?

IF YES: Great! First let me make sure the contact information we have is still current.
(Read address, phone numbers and e-mail address and make any corrections on the form.) (Then take credit card [VISA, Discover or MasterCard only] information, including name as it appears on card, card number and expiration date. Read back the card number to ensure accuracy. You also will need the CCV code, a 3-digit number located on the back signature panel.)

IF YES, BUT DONT WANT TO PAY OVER PHONE: Great! I can request that

headquarters mail you a renewal form. First let me make sure the contact information we have is still current. (Read address, phone numbers and e-mail address and make any corrections on the form.) Thanks! I will let them know right away so you can expect to receive your form in the next week or two. Also, Id like to tell you about (upcoming chapter activity, volunteer opportunity, etc.). Wed love to see you there!

IF NO: Im sorry to hear that. May I ask why you decided not to renew? POSSIBLE REACTIONS AND APPROPRIATE RESPONSES TOO EXPENSIVE OR DOESNT SEE THE VALUE OF MEMBERSHIP.
a) I know how you feel. I once felt that way, but I have found membership to be very valuable because (offer a personal testimony). Would you like to renew? b) I can see how you might think that, but I have found that the benefits far outweigh the out-ofpocket expenses. For instance (offer a personal testimony) Would you like to renew? IF RETIRED OR A FULL-TIME STUDENT: Did you know the international portion of your membership is only price? That would bring your total annual dues to only $__. We really value the knowledge and experiences of our (students/retirees) and would love to have you back. Can I renew your membership for you?

NOT ENOUGH TIME.

a) I know how hard that can be to find time for everything. (Relate personal story about finding time for membership.) I also have found that even if I dont have time to participate in events or on committees for a while, I still get so much benefit from my membership, such as (mention a few of the benefits on page 4.) Can I renew your membership for you? b) I know how hard that can be to find time for everything. We work to make your membership work for you, even if you might not have the time to attend meetings or serve as a chapter officer. Have you heard of the Volunteer Interest Profile, our new member talent registry? It allows members to indicate their interests and areas of expertise so that chapters and headquarters can place members with meaningful service opportunities that fit with their time constraints. Active members can fill out the easy form at www.nursingsociety.org/VIP. Can I get you renewed so you can take advantage of these resources?

IF RESPONSE IS YES: Great! First let me make sure the contact information we have is still
current. (Read address, phone numbers and e-mail address and make any corrections on the form.) (Then take credit card [VISA or MasterCard only] information, including name as it appears on card, card number and expiration date. Be sure to read back the card number to ensure accuracy. You also will need the CCV code, a 3-digit number located on the back signature panel.)

IF RESPONSE IS STILL NO: Im sorry to hear that. The honor society and our chapter

continue to seek ways to improve the member experience. Is there something the honor

society or our chapter could do to make you renew? (Record on tracking sheet.)

CLOSING: I appreciate you taking the time to speak with me tonight!

(If renewed), I will send your renewal information to headquarters right away. I look forward to seeing you at an upcoming meeting! (If didnt renew, END.)

BENEFITS TO MEMBERSHIP:
You have easier access to nursing knowledge with online tools and resources such as: Nursing Knowledge International, online at www.nursingsociety.org (dues-paying members receive a 10% discount on all purchases) Online continuing education opportunities (dues-paying members receive a discount on all online courses) Online Literature Review Service (dues-paying members pay a lower subscription rate) Print Publications exclusive to members: The Journal of Nursing Scholarship: one of the most widely read and respected health care journals, it contains peer-reviewed, thought-provoking articles Electronic Publications Weekly e-Bulletin

Create the Future: a monthly e-newsletter that includes local chapter news Reflections on Nursing Leadership: a news magazine featuring contemporary articles on nurses at the forefront of change now in electronic format
You can make personal and professional connections by: Registering your talents in the Volunteer Interest Profile database, online at www.nursingsociety.org/VIP. (Currently there are approximately 5,500 nurses who volunteer their time to support honor society activities.) Participating in local chapter activities Participating in the Omada Leadership Program Taking part in the Chiron Mentor-Fellow Program Using the Member e-Forums You can conduct honor society business online by Renewing your membership (at www.nursingsociety.org/membership) Registering for meetings hosted by headquarters Purchasing honor society products and services Visiting your chapters Web site (if available)