Customer Service in the Non-profit World

​Is customer service important to a nonprofit organization?  You bet it is! In the nonprofit world customers are your donors.  Donors are the folks who make it possible for you to carry out your organization’s mission.  This means it’s imperative donors feel valued with the service the organization is providing to them.

---

How do you make your donors feel valued?  How do you keep them interested in your organization and keep them donating?  Joanne Fritz, writer for The Balance has worked in the nonprofit world for most of her 30-year career.  Here are a few thoughts on keeping your customers satisfied and donating again.

• Always say thank you and let customers know you appreciate their support.
• Keep them updated on what’s happening with your organization.  Share videos and photos of activities and events.
• Stay in touch with your customers, especially in a non-transactional manner.  Consider sending holiday messages or handwritten birthday wishes letting customers know they matter. 
• Make is easy for customers to give.  Consider making donation systems accessible via the digital world. 
• Be transparent.  Let donors know exactly where their dollars are going.  Jann Schultz from Project HOPE suggests “charities need to treat donors like the investors they are. They are investing in the belief that you will deliver on your promise to make a difference. A charity should encourage its donors–its investors– to investigate before they donate and needs to provide links to audited financials as well as independent charity evaluators.”

Think back to the last time you went or called somewhere and was given great customer service.  The kind of service that made you want to shout it from the mountain top and feel good about interacting with the organization.  That nice warm feeling that made you feel valued as a customer.  Now, think about the last time you received service that was less than stellar. The service was so poor you decided you wouldn’t call or visit there again.  Did it cause you frustration?  Were you ready to warn others about the sour experience you just encountered?  Arizona State University, conducted a study where they found that satisfied customers tell 10 to 16 people about their good experience.  But, a customer who is dissatisfied tells his or her story to 28 people (Fritz) This negative review is almost double the amount of folks sharing their positive thoughts about an organization.  Almost double! That’s a lot of bad publicity.

Take the time to treat your customers with the value they deserve.  You want them to share their positive experience with others and continue to support your organization. 
 
 

​
Resources: 
Fritz, Joanne.  “Why Every Nonprofit Should Turn Stakeholders into Customers.” https://www.thebalance.com/customer-relationship-management-for-nonprofits-2502000

Solomon, Micah.  Nonprofit Customer Service In A (Hopefully) Post-Greg Mortenson Era.  “https://www.forbes.com/sites/micahsolomon/2014/11/09/nonprofit-customer-service-in-what-we-hope-is-a-post-greg-mortenson-era/#7e2421c070cf