Lost: Donor Service. Reward If Found

Look for something in common
Especially if a donor is upset, mentioning something that you have in common can help turn the conversation around. For example, does he live in a town where you went once for a memorable vacation? Is her first name the same as your favorite aunt's?

If nothing exists, don't make up a connection. But I have found that being able to get a frustrated, soon-to-be-former donor talking about her hometown, for example, is a good way to get her to accept a less drastic solution than removing her permanently from your mailing list.