Web Exclusive: How to Survive Donor Complaints

The truth works every time. For complaints about anything from telemarketing to the colors you use, the answer is this: What we’re doing works, but we’re happy to let you opt out of it.

You might need to change something for the complainer at hand (such as send her less mail). But you almost certainly don’t need to change your fundraising program. For every complaint you get, there are thousands of donors who responded positively and sent gifts. Be influenced by the people who voted with their wallets and let them shape your thinking — not the complainers.