The Donor Is Always Right — Right?

Apologize for any inconvenience for YOUR misunderstanding. Don’t refer to the note again. Ask if there’s anything you can do for her while you’re on the phone; you’d be surprised at how quickly the conversation can turn around. Thank the donor for her continued support.

Situation FOUR: In your organization, the president calls major donors to thank them for recent gifts. One donor the president calls is angry about the thank-you call: “I told you never to call — about anything.”