How to Deal with Disgruntled Donors: Don’t Waste Valuable Complaints
Don’t ignore a single disgruntled supporter.
If someone takes the time to tell you they’re unhappy, that means they care. They’re connected to you. They want something from you, and you’re disappointing them.
Express compassion and contrition.
Seth Godin says “customers who feel listened to help you improve (and come back to give you another chance.”
Begin with learning where the donor thinks you went astray. Maybe you really did. If so, embrace your errors.
This is your golden opportunity to get inside your donor’s head and find out what your supporter really cares about!
Don’t blow this person off. Instead,Details