Invest in Details for a Great Donor Experience
“Four coming in,” the manager shared with his team, alerting them of the arriving guests.
I am forever impressed with the customer service at my favorite Chick-fil-A in Athens, Ga. I can’t recall the last time that I wasn’t offered repeated drink refills at my table or I carried my own tray to the trash can. When I was on crutches after surgery, I was offered the opportunity to sit and order at my table.
A lot of planning and preparation, I discovered, goes into this attention to detail. Many times I have observed coaching sessions with staff members sharing in detail what is expected of them to give the guests a great experience. You have to believe that the leaders are passionate about helping their employees fulfill their potentials. And along that journey the restaurant—and its customers—all benefit. At this restaurant most of the team members seem to be students at University of Georgia. Part of the company’s corporate purpose is “To have a positive influence on all who come in contact with Chick-fil-A.”
Be sure you are taking this same detailed approach with your team—developing them to fulfill their potential. Coaching them to be more effective members of your fundraising team. Covering every detail and every expectation.
Be sure that you are approaching each meeting, event and donor visit with the same attention to detail. Be sure that everyone knows their roles and what is expected of them. And execute so that all the planning and effort makes the interactions natural and seamless.
Looking for Jeff? You'll find him either on the lake, laughing with good friends, or helping nonprofits develop to their full potential.
Jeff believes that successful fundraising is built on a bedrock of relevant, consistent messaging; sound practices; the nurturing of relationships; and impeccable stewardship. And that organizations that adhere to those standards serve as beacons to others that aspire to them. The Bedrocks & Beacons blog will provide strategic information to help nonprofits be both.
Jeff has more than 25 years of nonprofit leadership experience and is a member of the NonProfit PRO Editorial Advisory Board.