How to Listen to Your Major Donor

The most common reason MGOs fail at their jobs is that they do not listen to their donor, who is not only telling them all types of ways they prefer to be "managed" but also giving regular clues on what they do not like. Here are some practical ways to listen better:

1. First, active listening means asking questions. Questions are the best way to secure interaction and make sure you are disciplining yourself to listen. There are four types of questions you should use in your interaction with donors:

• Confirmation Questions - "So, [name], what we have agreed to is [X]? Am I hearing you right on that?"
• New Information Questions - "There was one thing I was wondering about, [name]. It's about why you are so interested in [X]? Would you mind talking about that more?"
• Opinion Questions - "There is one thing I would like your opinion on, [name]. What do you think about [X]?"
• Commitment Questions - "Thanks so much, [name], for your commitment to give [X]. So, as I understand it you will be sending in [Y] on [date] and [Z] on [date]. Is that correct?"

2. Always ask for permission to ask questions. This shows respect for the donor, not only about the topic of the question but of how you are using their time. Here is what it sounds like: "Do you mind, [name], if I ask you a question?"

3. Explain reasons for sensitive questions. Let's say you want to uncover the interests of your donor. One way to do that is to find out what other organizations and causes she gives to. But just coming out and saying "What other organizations do you give to?" may be too abrupt and seem intrusive. A better way is to say: "In order for me to get to know you better, [name], is to understand what your interests are. Would you mind sharing with me what other causes you give to so I can understand this better?"