Say What? Listen to the Messages Your Donors Are Sending

Develop systems so every comment is captured in a meaningful format. You may not have time to read every comment yourself, but if the report shows a disturbing trend, you need to know about it so you can take any corrective action.

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Donors often call to say one thing but really mean another. Worse, we interpret what they say to fit into our limited computer codes. “You mail to me too much” may mean a person wants to be removed from the mailing list, but more often it means, “You mail to me too much — so mail me less!”