General

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!

What You Have In Common With Sir Paul McCartney - And announcing the fall series of workshops!

Celebrities! They're Just like us!

Over at Jezebel, you can see a letter Paul McCartney wrote to Prince in the 80's, asking for a donation to the Liverpool Institute for Performing Arts. As a fundraiser, I love everything about it.

I love how many of our fundraising best practices for major gifts were included, such as the fact that this was peer-to-peer (one rock legend to the other). That the letter, while asking for a donation, was warm and relational ("Dear Princely person" - Ha!) and that how Paul McCartney explained how he came to be personally involved in the project.

I also love how there were some components he missed. For example, he didn't ask for a specific dollar amount. He also didn't mention if he or someone from the school would be following up on the request. - Two very important aspects of any fundraising ask!

Isn't it good to know that there's always more to learn? And that no-one is immune (not even a BEATLE) from the need to recruit their friends when it comes to raising money for worthy causes?

No one is immune from needing to know how to raise money for worthy causes. Not even Paul McCartney. We can learn how to do it better. Together.

Cheers, Dani

The latest edition of Northwest Nonprofit Notes is here!

No one operates in a vacuum. Thank god! But sometimes, in the nonprofit sector it can feel that way. Often the work, while rewarding can also be overwhelming and lonely. That's why I'm such a big fan of peer learning and collegial support.

That's why I'm proud to be a contributor to Northwest Nonprofit Notes, a first-rate online publication full of good advice and thoughtful information. The latest edition's articles address hiring well, succession planning, fundraising events, and real-life board job descriptions. I didn't write an article for this edition, but it doesn't matter. I couldn't be prouder of the publication and of it contributors - smart, sophisticated colleagues I'm also privileged enough to call friends.

Check out the link below if you want to learn from some of the brightest professionals working in nonprofits today. And, contact me if you want more information on the various peer learning opportunities I offer.