Member Retention Workshop: (Update 08/08/18)

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Member Retention Workshop

Workshop Introduction: Recruiting is a good way to grow a squad, but it takes retention to keep them around. Not only does effective retention provide growth within the squad and division but it also provides experience for officers and leadership to ensure the health of your division. Depending on your availability or your squads gametype the methods discussed in this workshop can increase your chance of retaining members.

Note: While it is important when covering this workshop, that you go in detail, please remember to know your audience and keep them engaged. Keep that in mind, and make sure that the way you present this workshop, and the way that you go about hosting it, still allow for a fun, collaborative, and open learning environment.


Before We Begin (Pre-Workshop Conversation Starters and Discussion Topics)

The following questions may be used as a conversation starter before beginning your workshop. As will be mentioned later, it’s important to make sure you begin by getting everyone thinking about the topic at hand.

  1. What has kept you in KSI up until this point?
  2. What do you wish your squad or division did more of when you joined?
  3. What do you wish your squad or division did more of right now?


The Core of the Program (Workshop Topics, Progression and Key Points)

Workshop Curriculum Introduction: Recruiting can sometimes become a never ending process. Officers often become recruiting machines due to the mindset of continuous growing and ending that mindset can be difficult. Unfortunately, many recruits leave or are lost in the first month of joining. To sustain a healthy squad, you must recruit and retain. The two go hand in hand, remember to never lean one way more than the other. The topics listed below represent several ways to retain members and allow them a better chance of growing in KSI. 

Important Workshop Technical Note: This workshop will be interactive, please provide personal experiences while asking the audience their experiences along with what they desired from their squads.

Member Retention Methods:

  1. Be Attentive
  2. Be Lenient
  3. Be a Friend
  4. Be a Leader


1. Be Attentive

Being attentive to your squadmates can mean the difference between a failing squad and a flourishing one. Periodically, people will go on vacations or lose their Xbox membership and forget to inform anyone. This can lead to trouble and by frequently making rounds through the squad, you’ll be able to see if certain members haven’t been on for a few days. If you notice this, you should start making inquiries. Knowing whether a member could use a hand with a monthly membership or if they’ve begun to feel detached from the squad speaks volumes of friendship and compassion. Another reason members can become distant is if they are looking for players to play competitively or they simply don't play the games you do. If you can identify this early on, you can make adjustments. These adjustments could be something such as a squad transfer or simply an introduction to other members with similar tastes.

Note: One of the worst things to hear getting back from a 10 day Xbox hiatus is that no one in your squad even noticed you were gone. Always keep in contact with our members.


2. Be Lenient

It’s unrealistic to expect every KSI member to act and talk and socialize the same. The reality is, everyone is different. Sometimes people can carry a lot of baggage but in the end, it’s all about drawing a line in the sand and standing by it. We have a Code of Conduct that explicitly states the do’s and don’ts of KSI. That doesn’t mean there aren’t grey areas. Unless someone is being very toxic or has a history of extreme negativity, try to be lenient with them. We all have faults and being able to work around these faults makes us that much better of a person. When hosting gamenights, workshops, and meetings, don't enforce members to attend. Be lenient and only encourage participation.

Example: You’re playing Rainbow Six Siege and your squadmate accidentally kills you. Don’t freak out! Just laugh it off and let it slide. The last thing you want to do is make their memory of what should be a fun night into a screaming match over an irrelevant death in a video game.


3. Be a Friend

A simple fact of life is that we all need friends. For some, Xbox can offer an escape from reality. We’re no longer “John” or “Sarah” but instead we’re “KSI Hershey” or “KSI Snickers”. Remember that everyone can use a shoulder to cry on at some point or another. Members of KSI are not just numbers on the forums or names on a squad tag, we are real people and KSI is our family. Unfortunately, leaving your baggage at the door can be harder than we think so be open and available to your members. Ask them how their week is going or how their family is doing. Members always feel better when they aren’t treated like just another statistic.


4. Be a Leader

As the community grows, the need for leaders expands. Leaders are people who not only host events, workshops and gamenights but to also educate other members. When people take interest in tournaments and competitive gaming, officers and leaders can use this opportunity to create an experience that will keep members around. Hosting events in a timely and organized fashion creates a healthier environment for recruits and by giving the members control over what is happening in the squad provides them with the feeling of unity. Remember that as leaders it is our responsibility to understand that no one is perfect and not every member is going to be here forever, but while they are here, we must aim to make it an experience of a lifetime.

Note: Remember that being a leader requires time, dedication, knowledge, and respect.


The Debrief (Post-Workshop Conversation Starters and Discussion Topics)

The Following questions can be used as a conversation starter following the conclusion of your workshop. You do not have to ask every question. Pick the ones that you believe will have the most impact, and most buy in with your workshop group.

  1. Is there any other ways you can increase member retention?
  2. Out of the topics above, which can you improve upon and why?
  3. Why do you think it is important to ensure member retention?

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