Customer Service – The New Super Power!

I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. – Maya Angelou

I admit it.  When it comes to customer service, I’m a stickler.  And when I experience poor customer service?  Let’s just say I can get a little testy. It’s because customer service is so critical to the donor or consumer experience.  When sectors are so crowded with options from which to choose, excellent customer service can power boost your relationships with your donors and clients.  Alternatively, few things can tank a relationship and destroy trust quicker than really poor customer service (Hi airlines!).  Let me give you a few examples from my personal experience to illustrate what I mean.

First, there was the time I went so far as to demand a formal, written apology from a car salesman who called me a b—h and hung up on me after I confronted him on the fact that he slipped into a sales agreement additional fees that I had already declined.  That time, I spent days going all the way up the company’s corporate ladder until I got the response I wanted. And since I’m telling you this story a decade from when it occurred, I clearly held on to this memory – and have made subsequent car buying decisions based on it.

But, the reverse is also true. I also remember great customer service experiences and become a loyal follower and champion of brands that serve me well. I recently had a fantastic customer service experience that illustrates how providing excellent customer service is crucial to keeping your customers or constituents engaged and happy – and will keep them from going anywhere else.

Here’s what happened....

Read more here!

Engaging Donors Part 2 - Or rather, How NOT to Engage Someone

Sometimes, despite our best intentions, we miss the mark when we try to engage one of our supporters. I recently had that happen to me. You can read what happened in the link below, as well has find some tips on how to avoid making the same mistakes. How NOT to Engage Someone: Common Mistakes Organizations Make with Potential Supporters

Engaging Donors Part 1

I've been getting a lot of questions lately about how to better engage donors. I've actually spend a lot of time thinking about the topic. In the video below, produced for the Lancaster County Community Foundation's Tech Talks series, I give you a few tips on how to better engage your donors. I hope you find this helpful!

Dani Beam, professional fundraising consultant of DC Beam Consulting shares her insights on building a donor engagement strategy, and outlines some proven tips for cultivating successful fundraising campaigns. For more info and ExtraGive Tech Talks visit!

How to Speak Fundraiser

Recently, my sister who also happens to be a active board member and has served on multiple boards, reminded me that it can be difficult for new board members to learn the nonprofit lingo. Uh oh, I thought.

I know I've been guilty of having barreled through a training without stoping to translate the fundraising language with which I'm so comfortable, but other are not.

Apologies to all of you who might have been a little confused in one of my sessions as I threw around words like cultivation, stewardship, campaign, major donor, recognition and on and on. I will do better in the future. In the meantime, I thought you might enjoy a glossary of standard fundraising terms, which you can find here. After reading this, you too, will be able to speak fundraiser.