Acknowledging Donor Complaints
It’s that time of the year when people are receiving your year-end appeals. It’s also that time of year when you’re probably receiving more complaint calls and emails than usual. You spelled my name wrong! I already gave! Stop sending me so many emails! You ask for too much!
When a donor complains, it’s important to respond right way. But don’t feel like you have to resolve every problem that comes your way. It’s likely they just want to be heard. Keep your responses simple, like this:
Dear Angry Donor:
Thank you for your message and for your generous support. Your commitment to our mission will have an impact for years to come. We count on you.
I appreciate your feedback and will make a special point of sharing it with my colleagues. In the meantime, please let me know if there’s anything I can do to be helpful.
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