Investing in serving members better

by Larry Meyer
MRA Chairman and CEO

What do members appreciate most?

Great customer service.

We know this intuitively, and our monthly member surveys confirm it. Responding quickly to members with accurate, complete information is very important to us.

We’re proud of MRA’s customer service and customer data staff and value the important work they do. In addition to providing training to our staff, we invest in improving the physical environment where they work, so that they have a suitable and comfortable workspace to provide a high level of customer service.

To that end, this summer and fall we invested $245,000 in an expanded customer service and data area in our Lansing headquarters, to provide more space for employees as well as our paper filing system. While we store and access much information electronically, the need for paper backups of files remains, and we had exceeded the capacity of our former filing area.

Whether through electronic databases or paper records, our staff needs immediate, easy access to data so that they can respond efficiently to your questions and concerns.

With this data, our staff can help you understand or resolve questions about bankcard payments, answer your concerns about health insurance rates, keep you informed about current, past and pending legislation or provide information about Retailers Fund’s premiums or claims.

Just as in a successful retail business, we at MRA know that efficient, courteous and timely customer service is essential. We will continue to make strategic investments so that we can improve our service to members.

Correction

In the October issue, an article about the MJA Jewelry Design Competition should have stated that Franke Yanke was the design contest coordinator. Gerry Klaver is president of Michigan Jewelers Association.

Also, the location for Ageless Treasures should have been listed as Lapeer. Ageless Treasure’s Michele Rohn and Jerry Wheeler were 2nd-place winners in Division One in the Goldsmith/Manufacturer category.