“Be your donor” day
- Mon, November 27 2006
- Filed under: Fundraising essentials
I used to be Donor Services Supervisor for a large nonprofit, which meant my department was largely responsible for how donors were treated. A month into my new job (and I’m embarrassed it took me so long), I gave a small donation via our 800 number and was horrified at how badly it was handled. After fruitless attempts to improve the service, I ended up firing the outside firm that handled the 800 number and found some far better people. The lesson stuck.
I’d like to declare today “be your donor day.” Pretend you are one of your donors (you’ll have to disguise your voice) – or, better yet, recruit a friend to help you out— and do the following:
-Call your switchboard and see what happens when you ask for help or information
-Call your 800 number, if you have one, and ask some average questions and make a donation
-Send an email to your nonprofit’s donor services department (if you have one) and see if you get a cordial response
-See how many seconds it takes your friend to find out to donate on your web site - and to do it
-Donate to your own organization so you see how your thank-yous arrive (if they arrive) and how you’re treated
It could surprise you.
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Comments
I could not agree more that nonprofit fundraisers need to test all aspects of their program from the donor’s perspective. On more than one occasion I’ve discussed that our acknowledgement process was painfully slow.
But what I don’t understand is why someone would need to “pretend” to be donor.
If you are a fundraiser and not a donor… what does that mean? What are the possible excuses you give? You can’t afford it? You don’t think the money is well spent? You think you can get away being a “free rider”?
There is no excuse. But on the bright side… if you can figure out WHY exactly you aren’t a donor - it would probably make you a much better fundraiser.