Tragically, nonprofits are not very good at customer service and that is an understatement. All fundraisers should perhaps reflect that customer service is like personal hygiene – without it, your relationships won’t even get started.
As almost every mystery shopping test confirms, fundraisers are almost invariably rotten at customer service. In the past most donors haven’t expected anything better, but as customer expectations rise generally, that will change for nonprofits for sure.
Woody Allen … foresaw swarms of invading aliens who would not be eons ahead of us at all. Instead they would be 15 minutes ahead in everything … By being consistently just 15 minutes ahead … these infuriating aliens could always be sure to have just enough advantage over us to...