Web Exclusive: How to Survive Donor Complaints

If you’re on top of what you do, all you need when dealing with complainers is the truth:

• Our mail schedule is not a waste of money.

• Our communications are effective at getting support.

• The things we say literally are true.

Front-line people who handle the complaints often aren’t equipped with this information. That puts them in the awkward position of being unable to answer with the truth. This is easier said than done, but everyone in the organization — especially those who talk to donors — should understand and believe in what you do, including your marketing and fundraising.