The Donor Is Always Right — Right?
You know all the statements went out the end of January, but mail can get lost — even by the donor. What to do?
Always thank the donor first and always apologize for any inconvenience. Confirm the address and ask if there is a fax number available to receive the information. Tell the donor his total giving for the year and identify any large gifts. Some donors will verify the total amount right on the phone. Mail another receipt that day. In this case, the donor can appreciate the efficient and immediate method of handling the problem. Finally, thank the donor for bringing this to your attention.