Web Exclusive: How to Survive Donor Complaints

Does this mean you just dismiss complaints? Not at all.

Many complainers are loyal donors who are experiencing something that doesn’t work for them, and they just want to make it right. You can — and should — satisfy them.

It’s important when dealing with complainers to be thankful. This person cares enough to communicate with you. She’s giving you a chance to serve her better and turn a negative feeling into a positive experience. Find out exactly what she wants — and do it.