Mistakes are human and so should the response be

I had cause recently to raise a concern with a nappy recycling company that I have subscribed to since Noah was born because they had not arrived to collect the nappies. I knew what the problem was in all likelihood mainly because of technology. Some sat nav systems take you to the same address in the next village and that was the most likely reason.

I completed an on-line form and true to their word I heard back well within 48 hours - they explained that the usual driver who knew the route was off on holiday and the replacement driver was unaware of the sat nav issue. The email contained profuse apologies and reassurances that the problem would not happen again.

All fine and good - but the response also told me that the usual driver had gone to Florida - had a great time and had even been into the office on his return to share his lovely holiday experience. And it was that detail that well, actually made me smile.

Don't get me wrong - my 'complaint' was not a serious one - and I had always received good service so was not aggravated or annoyed in any way. Their basic response would have been fine - but the fact that this had been freshly drafted with probably irrelevant but interesting information and no standard paragraphs just made it feel human and real - even if it was in an email form.

So when handling complaints and queries may be it's time to think about your processes. Review your letters. How many standard paragraphs do they contain? And ask yourself do the responses to supporter queries and complaints sound as though they were written by a person for another person in response to that specific enquiry or complaint?

If not, then may be it's time to have a re-think to ensure that your supporters know there are real people on the end of the pen and paper or email and allow your character to come through. After all, as we all know people give to people so therefore it stands to reason that people respond better to people, real people whether complaining or congratulating. And don't forgot what an opportunity there is if complaints are dealt with well.

Thanks as ever for stopping by.

Do you know what you are selling?

I was struck by the headline of a recent commentary piece on the return of Oddbins off-licence to the High Street. Which stated "Staff need to know what they're selling" [as a prerequisite for any future survival], and this made me think of the importance of our own personal knowledge of our cause and organisation.

Each person that works for any organisation at some point is a spokesperson or representative for that organisation in the outside world. Thus it is probably useful to be able to speak with some knowledge on all areas of the organisation's work and not just the area you specifically work on.

So, as something that may help assess your own position, ask yourself this question - If your supporter care team (if you have one) passed on to you the latest supporter query to a recent fundraising activity or campaign ,would you personally be able to answer it?

And coming back to my original point, if you were given a more general query about your organisations work would you be able to answer it confidently ?

If you do not answer with an emphatic yes, then it could well be that you want to try responding to some supporter queries and see where your knowledge gaps may be.

As an aside, in a previous work life I was the supporter care function as well as the fundraiser, planner and a data person in one role. I know that in bigger organisations where there are supporter care departments that often that level of knowledge or skill is not specifically required from us. But whether it is part and parcel of your job or not - it probably should be a skill we all have.

In the end it can only be of benefit to you, your organisation and any future supporter you may well meet. It is nice to be prepared after all!

Thank you as ever for stopping by.