Gordon Mc
Posts: 6746
Joined: 1/30/2002
From: San Jose, CA,
Status: offline
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The two main things I'd like to see, would be for the AMA to remember that:
(1) they are a modelling organization.
(2) they exist to serve the membership (and not vice versa).
As an example of what I mean by (1) - I don't recall the exact details, but a few years ago there was a fair amount of fuss when it was suggested that the AMA was considering getting into the hotel business.
As an example of (2) - I had a wonderfully illuminating discussion with a lady in the membership department a few years ago. This was back before the AMA reluctantly followed the SFA's example and allowed renewals by phone. It's been a few years, so I do not recall the exact wording, but it was very close to that shown below:
me: Good morning - I would like to renew my membership please.
AMA: Okay - fill in the form and mail or fax it to us.
me: I'd like to do it by phone please.
AMA: We don't do that.
me: Hmmm... you allowed me to renew by phone last year.
AMA: You need to fill in the form and mail or fax it to us. We don't accept phone renewals.
me: Could you tell me why ?
AMA: We need your signature on the form.
me: Do you mean this form that's on page in the AMA magazine.
AMA: That's the one. Fill it in and mail or fax it to us, because we need your signature on it. That's why we don't allow renewals by phone.
me: Please have a look at the bottom of the form, under the section that's boxed off.
AMA: Okay.
me: Could you read that sentence out to me please.
AMA: It says "I understand that my signature is not required on renewal" (or wording specifically to that effect - I don't recall the exact words)
me: Yup. So - since my signature is not required for renewal, can I please renew by phone, just like I did last year ?
AMA: No - we need you to fill in the form and send it in to us.
me: Why ? As I've just shown you, your own form says that my signature is not required for a renewal.
AMA: We need all of the other information that's on the form.
me: That would be my name. address etc. It has not changed. You already have those details. So, can I now renew by phone ?
AMA: No, we need you to fill in the forms and mail or fax them in.
me: Why ?
AMA: We need your signature.
me: We just covered that. You don't need my signature, and you already have all of the other dtails on the form ... so can I please renew by phone ?
AMA: No - we need you to fill in the form and mail or fax it in to us
me: But why ?
AMA: Look - I don't know why, okay ? And frankly I don't care why. If you want to be in the AMA then just do what I tell you, otherwise you are welcome to join the SFA
A fine example of beauracracy (sp?) gone wild, and a lack of service. Fortunately things are better now (at least for renewals), but they need to strive to ensure that this kind of "the members must do whatever the AMA asks" attitude is eliminated.
On the whole, I think the AMA does more right than it does wrong. It could nevertheless be improved if HQ cares to do so.
YMMV,
Gordon
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