One of the first things I was taught as a chamber exec was to “Put a volunteer between me and a problem.”

The volunteer would be a board member, preferably the chairman of the board.

Chairman of the Board

The thinking here is that a problem or conflict with a member (or people in the community) can cause real trouble for an executive and his/her career.

We have all had personality conflicts. Sometimes a person will just not like you, or something about you, and they will set out to make your life miserable.

A volunteer in your corner will give you cover and let you do your job.

However well intentioned, this advice struck me as wrong. Very wrong.

See, I view the role of the chamber exec as being a top leader in the community.

Who else is a top leader? Who is a peer of the chamber exec?

• The CEO of the local hospital
• The City Manager
• The Mayor
• The area’s Congresswoman
• The bank president

Which of these leaders, when hired, were told, “Janice, we are hiring you because you are a leader. We picked you because we believe in your ability to get things done for this organization. You were picked out of a field of accomplished and successful executives. And, know this. Should a conflict arise, you don’t have to face it head-on. Just put a volunteer between you and the problem.”

Yuck.

Picture a top CEO in your community. Somebody you respect. Now picture them going to a board member to give them cover.

How many CEO’s of successful companies put a board member between them and a problem?

Worse, how many industries have this as a “First thing you have to learn in this business?”

No. No. No.

Leaders face their problems. They don’t look for cover.

They don’t say, “Well, don’t be mad at me. It was the chairman’s decision.”

No. Leaders say what they mean and mean what they say.

Look, I understand that a Mayor who hates your guts can make a chamber execs life miserable, for awhile. That’s business. That’s life.

You might even have to get another job. Leaders aren’t afraid of looking for work because leaders are rare and they are always in demand.

What do you think about this quote?

“You have enemies? Good. That means you’ve stood up for something, sometime in your life.” Winston Churchill

or

“Remember that no one ever kicks a dead dog.” Dale Carnegie

Here’s my point. I get it. Nobody likes being pushed around by a bully or angry member. It’s risky. You might lose.

And sometimes life just isn’t fair.

Pat McGaughey, of ChamberMentor, pointed out in a presentation, correctly I think, that in just about every community there is somebody so powerful, so persuasive and connected that if they take a serious disliking to you they can get you fired.

That is life in the big city. You want an easy life? Don’t be a chamber exec. It ain’t easy.

Want to offset some of that risk? Chamber execs, as most other professionals, should have an employment contract.

You don’t hear of many city managers without contracts. That’s because with a single election or random turn of events they can get fired for no fault of their own.

Now, let me say, I have heard and read this chamber exec advice from excellent chamber leaders. They aren’t weak by any stretch of the imagination.

They just want to protect people coming into a very tough industry.

They know that life is sometimes unfair and that often a volunteer defender or wing person can help you keep your job. And it does work.

But are they doing the industry justice? Are they doing the chamber exec justice? Does this have to be one of our core rules?

There is a better solution.

It will take work and time.

It will require a change of thinking and strategy from chamber members, board members, chamber execs, and the chamber industry.

It may well take a new chamber model.  Gasp!

Only hire a chamber exec that doesn’t need a volunteer to buffer them from their problems.

I know, I know.

• Chambers don’t pay well enough to hire those types of people.

• Chamber execs who are real leaders get stolen away as soon as people realize how talented and competent they are.

This is a chicken and egg question.

I have a question for you.

Chambers have been around for more than a hundred years.

How did we get to a place where most local chambers say they can’t afford to hire a chamber exec who is a top leader, someone who doesn’t need a volunteer to run interference?

OK. Segueing here. This post has become a bit of a stream of consciousnesses.

But I think it all needs to be said.

One of our issues is this (we have several but those will have to wait):

Rather than offer programs and services that bring the chambers enough profit to hire and keep true professionals, we have, at least at the local chamber level, taken on doing what no one else wants to do; things like handing out maps, organizing festivals, ribbon cuttings.

Why don’t we offer services that members would pay good money for?

Answer. Too many chambers are afraid of angering members by competing against them in lucrative niches. So chambers are left with the scraps.

Chamber’s don’t want to step on member’s toes. They don’t want to be criticized. They have a mentality of putting a volunteer between them and a problem.

They are risk adverse, under funded, and all too often decidedly non-aggressive when it comes to building their influence and taking action. Or making enough profit to be a powerful asset to the small business community.

I am sure I have offended some people in the industry.

But let me continue the train of thought.

Let’s see,  your average chamber provides services, and makes money, from doing things others don’t want to do….hand out maps, answer questions from the community, attend council meetings.

Plus they earn what minimal dues the members are willing to pay. But because the chamber only offers “low value” services, the members aren’t willing to pay very much in dues. After all, the chamber is just doing things nobody else wants to do. Did you know that many chambers charge dues of less than $200 for a year. That is $16.67/month.

There is a saying – “You teach people how to treat you.”

What is a chamber saying about itself when it charges less than $20/month?

Exceptions abound. I know. Exceptions often prove the rule. But how many chambers choose to directly compete against a member even if they are the natural provider? Not many.

The reality of it is this then…the members like the chamber, they do. But really, if it closed down tomorrow would it affect them? Nope. The chamber offers no critical services.

Over a span of many years, with this minimal funding and lack of essential programs, the chamber cycles through underpaid staff, hiring the best their business model allows them to afford.

And because they can’t afford to bring in top leaders who are risk takers and innovators, they don’t take advantage of changing times and opportunties. If a great money making service does comes along a member will offer it, is the current thinking.

If some service is necessary, but underfunded, like tourism promotion, have the chamber do it.

Sounds like a broken business model doesn’t it? A downward spiral?

Doesn’t this whole scenario look like a recipe for irrelevancy?

Let me wrap this up by pointing out that the industry, from figures I recently heard, has experienced a chamber exec turnover rate of 30% in the last 3 years.

Do you think they will bring in a chamber exec who is a top leader?

Or will it be somebody that needs to put a volunteer between them and a problem?

Final thought.

Boards have to be part of the solution. Boards have a duty to create an organization that is effective and growing. If they agree with me here that the model isn’t working yet they continue down the path…..well, they had better decide if they are taking their role seriously enough.

The country needs strong and vibrant local chambers because 90% of a chambers membership is small business. Small business is the future of this country.

Your community needs the chamber. Your members need the chamber.

At the very least, can we eradicate the saying, “Put a volunteer between you and a problem” and destroy the thinking that went into it?

Would value your thoughts. Am I wrong? Comment below.

Image: Ambro / FreeDigitalPhotos.net

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