I had a great customer service experience recently. I went to a pretty fancy store in Yorkville (a fancy neighbourhood in Toronto), bought my niece a gift for her baptism, and then found out one of my sisters bought her the same gift. So I bought her something else, and then put off returning the fancy gift for ages. Finally I got my butt to the store and not only did the person who was processing my refund not ask me for my receipt or ask me when I bought the gift, he also offered me something to drink!
For me, that is customer service. Treating someone well regardless of what they’re doing for you. It matters because we remember this stuff. The fancy store where I bought the baptism gift is going to be the first place I think of the next time I need a gift. And any places where I’ve received bad customer service? They’re on the blacklist.
OK, so this is a fundraising blog. Why am I writing about this?
Because today is The #DonorLove Rendezvous. If you’ve been following my blog for a while, you’ve likely heard about #DonorLove. The Rendezvous is a day-long schmonference (I’m avoiding using the word “conference” because we’re trying to do things differently), but it’s really part of a movement. A movement focused on showing our donors all the love we can since they’re essential to our organizations, yet unfortunately too often neglected, treated badly, or not thanked enough.
It’s like the guy at the fancy store in Yorkville. He was thinking about the long-term. He could’ve rushed through my refund to get to the other things he had to do, but he offered me a drink. He made me feel good about what I was doing. He made me feel valued by the company. He made me feel special and important.
Do your donors feel that way with every interaction you have with them? Not just in person, but through mail, email, and any other channel you engage them through?
Here’s your action item for today: Call a donor and say thank you. Any donor. They could’ve made a gift yesterday or 3 months ago. Their gift could’ve been $5,000 or $50. Make sure you tell them that your organization can’t do what it does without them… because it can’t.
Spread the #DonorLove!
Written by Maeve Strathy
Maeve is the Founder of What Gives Philanthropy and has been working in fundraising for over nine years. Click here to learn more about Maeve.