What Fundraisers Can Learn From Zappos
Great customer service for a nonprofit's clients or members may mean respecting their time as much as you do your own. Keep waiting times for services short, offer flexible, job-friendly hours when they can reach you, and use un-jargony, easy-to-complete forms. Fountain House, a Manhattan-based nonprofit that supports people with mental illness through an incredible "working community" format, schedules members of its community to give tours to donors and other visitors daily. Going on tours of programs given by clients and talking one on one with them about how they benefited from the organization's work is one of the best examples of donor service I can imagine.
- Companies:
- Fountain House
Sarah Durham is president of Big Duck, a New York City-based branding, marketing and fundraising firm for nonprofits. She serves on the boards of the National Brain Tumor Society and the New York Chapter of the Association of Fundraising Professionals (AFP).
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