Yes, donors require ‘customer service’

September 1, 2015       The NonProfit Times      

Great service is always expected by the finest hotels and restaurants, but by great nonprofits? Absolutely, according to Pamela Grow. The fundraising coach and consultant writes in the recently published “The Essential Fundraising Handbook for Small Nonprofits,” that nonprofits too should strive to provide exemplary service, i.e., stewardship, to their donors. She recommended a few ideas that can foster great service:

Regularly survey your donors: What is it they like about your organization? What do they want to see more of from you? It doesn’t have to be a big production. Include a question in every e-newsletter, develop a short survey to send to a couple dozen donors, or post a question on your Facebook page.

Send them gifts: Nothing expensive but go out on a limb and do something fun, bold and wow-inducing.

Create a pass-it-on packet: Send donors packets of information regarding your nonprofit’s work and ask them to pass it along to others who might share their interest.

Get your board involved: Schedule small thanking parties during board meetings where they can call donors or write personal thank-you notes.

Welcome kits: Educate new donors but go beyond just thank-you letters and include photos, surveys, benefits brochures or a small gift, like a bookmark.