AGM season is a good reminder that in a mutual the people that matter are the members.

Members have the right to vote and, as they are the customers, they vote with the customer experience in mind.

Organisations which want to takeover mutuals understand that no offer will succeed without the support of the target’s members. That’s why regular contact with members by the Board, developing a policy on access to members’ details and the conduct of meetings is critical.

If there is one area of governance that must be regularly reviewed it is the member meeting process. Do it in April each year as part of your annual review.