The interview with Tlou Mashitisho, a seasoned Toastmaster and former division director, offers valuable insights into leadership, member engagement, and growth within a volunteer organization. The key takeaways are:

Key Takeaways and Lessons:

• Member-Centric Approach is Key: The core of a successful volunteer organization is understanding and addressing the needs of its members. This includes being flexible with meeting formats, payment options, and providing support for their individual goals. As Tlou states, “it really is about finding out what it is that members are looking for in the club why did they join what are their goals and building an environment that is customized to solve the problems that they have”.
• The Power of Personal Connection: In attracting new members, word-of-mouth and personal invitations from existing members are the most effective methods, especially in smaller communities. Tlou emphasizes that “the best way to get members that stay is if they have a physical connection to someone in the town”. He also notes that while Facebook campaigns can generate awareness, a club website was found to be one of the least effective methods for attracting new members.
• In-Person Meetings Foster Deeper Connections: While online meetings offer convenience, in-person interactions provide opportunities for “small talk” and informal conversations that are crucial for building relationships and a sense of community. Tlou points out that the time before and after a physical meeting, such as walking to the car or packing up, is where many valuable interactions happen. To replicate this online, he suggests creating breakout rooms for informal networking after the official meeting ends.
• Proactive Onboarding for New Members: New members often don’t know what to ask, so it’s crucial to have a structured onboarding process to guide them. Tlou implemented an “email journey” for new members, providing them with materials for their first few projects and breaking the initial silence. He also set up scheduled mentor sessions where new members could ask questions and get support. This proactive approach helps to integrate new members and demonstrate the value of the organization from the start.
• Customise the Journey to Individual Goals: To keep members engaged, it is important to understand their personal and professional goals and help them tailor their experience to meet those objectives. For example, if a member has a conference presentation coming up, you can help them select projects that will directly help them prepare, such as speeches on storytelling or handling difficult audiences.
• Don’t Overthink Leadership Opportunities: Tlou’s advice to those considering leadership roles is to “not overthink it” and to recognize that growth comes through challenge. He emphasizes that practical experience in a leadership role, even in a volunteer capacity, provides invaluable learning opportunities that can be applied to one’s career and business. He shares his own experience of growing his non-profit’s turnover from 60,000 to 400,000 rand annually through the leadership lessons he learned at Toastmasters.
• The Importance of Consistent Communication: To keep members engaged and informed, regular communication is essential. This includes sending out timely reminders for meetings and responding quickly to inquiries from prospective members. Tlou highlights that a prompt response to an email from a potential member can leave a lasting positive impression, even if they don’t join immediately. He says, “break the silence… nothing being said best believe nothing is going on and that’s how you lose members because they’re not being engaged”.