I like when you tell me you value me. I like it even more when you show me.
Yesterday I picked up some supplies at the local grocery store. I’d forgotten my reading glasses, so when I grabbed the cream out of the fridge, I asked an employee if she would please tell me what the expiry date was.
“It’s August 18th,” she said. “Great. Thank you,” I replied.
As I turned to leave, she added, “Would you like one with a later date?”
It stopped me in my tracks and I turned toward her smiling face and she replaced my cream with one dated the 21st.
She did this in spite of the fact that it makes more sense for this grocery chain to sell the earliest dated products first.
What great customer service!
Her gesture, combined with the other good experiences I have had at this grocery store make me feel like a valued customer. Feeling valued solidifies my loyalty.
Customer service principles also apply to your relationships with your donors
Here are some simple tips you can use to push your donors away:
- Do all the talking.
- Explain why they are wrong.
- Don’t say thank you.
- Answer their complaints by blaming them.
- Tell them how great you are.
- Make it difficult for them to help you.
- Spew out jargon and industry terms ad nauseam.
On the other hand, if you would like to continue receiving donations, here are some simple tips you can use to show your donors you value them:
- When you haven’t seen them for some time. Call them. Invite them for coffee.
- When they share their story with you. Listen.
- When you read an article that relates to their interests, send it to them.
- When they complain about the way they’ve been treated. Solve the problem.
- When they donate to you. Say thank you and tell them how their donation will help.
- When they celebrate a milestone or suffer a loss. Send them a hand-written note.
- When they want to help you with their expertise. Make it easy for them to do so.
Telling your donors you value them is a good thing to do. Showing them that you value them is even better.
What are some of the simple ways that you show your donors you value them?
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