--- title: "Daily Buzz: When It’s OK to Break the Rules" id: "45678" type: "post" slug: "daily-buzz-when-its-ok-to-break-the-rules" published_at: "2019-02-13T22:07:41+00:00" modified_at: "2019-02-13T22:07:41+00:00" url: "https://associationsnow.com/2019/02/13/daily-buzz-when-its-ok-to-break-the-rules/" markdown_url: "https://associationsnow.com/2019/02/13/daily-buzz-when-its-ok-to-break-the-rules.md" excerpt: "You want your members to be happy—but unintentional negative interactions with your staff could prove a major turnoff. Also: The National Confectioners Association is offering more health information and options for its sweet treats." taxonomy_category: - "Membership" taxonomy_post_tag: - "AssociationsNow" - "Data Organization" - "member experience" - "Membership" taxonomy_content_format: - "Article" taxonomy_role: - "Association CEO / Executive Director" - "Director" - "Manager" - "VP" taxonomy_persona: - "Association Professionals" --- [Home](https://associationsnow.com/) » [Articles](https://associationsnow.com/format/article/) » Daily Buzz: When It’s OK to Break the Rules Why is it that some organizations treat their members poorly? “My guess is that it is unintentional,” [says Colleen Dilenschneider on Know Your Own Bone (opens in a new tab)](https://www.colleendilen.com/2019/02/13/are-your-membership-police-sabotaging-visitor-satisfaction-data/) , which focuses on the needs of cultural organizations like museums. She says this happens when “membership police”—staff or volunteers who interact with members or the public at large—unwittingly condescend, embarrass, or hew too closely to the rules. “[Research shows (opens in a new tab)](https://www.colleendilen.com/2016/10/26/what-annoys-high-level-members-at-cultural-organizations-data/) that the top-three dissatisfiers among high-level members paying over $250 each year are (1) solicitation telephone calls, (2) not being treated as special onsite, and (3) proving identity at the entrance,” Dilenschneider says. “Not being treated as special and having to show identification being perceived as a negative experience underscore a general failing by the membership police to make members feel valued.” While membership rules are important, Dilenschneider recommends easing up some. “Personalized interactions matter, and while membership ‘rules’ exist for good reason, there may be times when it is best for the organization that they are broken,” she says. ### More Sweets, Please **Buying a chocolate heart** for your sweetheart this Valentine’s Day? In an effort to give consumers more information about the treats they love, the National Confectioners Association is working with chocolate and candy companies, alongside Partnership for a Healthier America, to offer more options. “We know that most Americans enjoy chocolate and candy two to three times per week, including at special candy moments like Valentine’s Day,” said John Downs, NCA president and CEO, [in a press release (opens in a new tab)](https://www.candyusa.com/news/valentines-day-central-more-reasons-to-love-a-sweet-holiday/) . “The gift giving tradition spans generations and is a highlight of the holiday. But we know that people are also interested in understanding how they can make informed choices about the treats they enjoy at the holiday—and throughout the year.” Part of this effort includes that half of their individually wrapped sweets will be 200 calories or less by 2022. More chocolate and less calories? There’s no candy-coating this good news. ### Other Links of Note **Can augmented reality and bots** promote a more positive nonprofit culture? [Nonprofit thought leader Beth Kanter investigates (opens in a new tab)](http://www.bethkanter.org/ai-org-culture/) . **To make civic engagement** efforts effective, the *Stanford Social Innovation Review* recommends [starting with these small steps (opens in a new tab)](https://ssir.org/articles/entry/making_civic_engagement_efforts_work#When:17:39:00Z) . **What’s your marketing IQ?** *Nonprofit Marketing Guide* explains the [different levels of nonprofit marketing maturity (opens in a new tab)](https://www.nonprofitmarketingguide.com/blog/2019/02/12/whats-nonprofit-marketing-maturity-level/) . (RapidEye/iStock/Getty Images Plus) [Jeff Hsin](https://associationsnow.com/author/jeff-hsin/) [More articles by this author](https://associationsnow.com/author/jeff-hsin/) Tags: [#Data Organization](https://associationsnow.com/tag/data-organization/) [#member experience](https://associationsnow.com/tag/member-experience/) [#Membership](https://associationsnow.com/tag/membership/) **Stay Informed** [Subscribe to our free newsletter](https://associationsnow.com/newsletter/) , *Associations Now Daily News*, to find out what’s happening in the association world every business day. ## You Might Like - [TemplateMembers onlyMember Onboarding ToolkitNovember 5, 2026](https://associationsnow.com/2026/11/05/member-onboarding-toolkit/) - [ArticleSolving for the New Reality of Engagement: A Holistic Member ExperienceFebruary 19, 2025](https://associationsnow.com/2025/02/19/solving-for-the-new-reality-of-engagement-a-holistic-member-experience/) - [PodcastAssociations Now Presents: Beyond the Tech Stack: How AI Is Changing the Association PlaybookOctober 29, 2026](https://associationsnow.com/2026/10/29/associations-now-presents-beyond-the-tech-stack-how-ai-is-changing-the-association-playbook/) - [VideoThe Career Moves Every Association Leader Needs Right NowSeptember 24, 2026](https://associationsnow.com/2026/09/24/the-career-moves-every-association-leader-needs-right-now/) ## Comments **Comments are for ASAE members.** [Learn more about comments on this site.](https://associationsnow.com/comments/) [Log in](https://associationsnow.com/login?redirect_to=https%3A%2F%2Fassociationsnow.com%2F2019%2F02%2F13%2Fdaily-buzz-when-its-ok-to-break-the-rules%2F%23comments) to your member account or [join ASAE](https://my.asaecenter.org/select-a-membership-type/) !