Misunderstandings happen. Though they can certainly be unpleasant, disagreements are a natural byproduct of working closely with another person or organization, especially when both parties are passionate about their work and ideals. For nonprofits, a misunderstanding can lead to a breakdown in communication and giving. If your nonprofit is trying to repair a broken donor relationship, we have some tips to help.
Listen with empathy
An important step when attempting to soothe frustrated feelings is active listening. That means not only listening to the words someone is saying, but also paying attention to their tone, vocabulary choices and even body language to better understand their perspective. Active listening has two primary benefits. First, it makes the donor feel better. Your donor will likely feel more supported and therefore happier just by having an opportunity to vent. Secondly, active listening gives you a better chance of discovering the source of their frustration so you can remedy the situation quickly.
Take an opportunity to thank your donor for sharing their opinions with donor appreciation gifts like a desk organizer cube, phone holder stand or tumbler with a straw.
De-escalate tension with an apology
Once your donor has had a chance to air their grievances, it’s essential that you take steps to mitigate their feelings. An apology can go a long way to help calm and comfort someone who’s upset. It’s often helpful to repeat back the concerns the donor shared to show that you were actively listening. Even an apology as simple as, “I’m sorry you experienced this situation—I know it couldn’t have been pleasant,” can work wonders.
Take responsibility
If the dispute was triggered by a mistake on your organization’s part, it’s important to take responsibility. Being open and honest can give you the chance to explain what happened and how you plan to fix it. Many people will understand that accidents and misunderstandings occur, and you may find that they’re more understanding than expected.
However, if the disagreement stems from something that isn’t your fault, it’s also okay to maintain your organization’s boundaries and stay true to its mission and priorities. If a donor becomes upset over something that you cannot take responsibility for, your best course of action is to clearly explain why your organization made the decisions it made. It’s possible that a calm explanation will help ease some of the tension.
Consider future actions
Once you’ve dealt with the matter at hand, the next step is to talk with your donor about what actions you’ll take to help prevent the same mistake from happening again. Invite the donor to contribute ideas for refining processes. They may be able to offer insight that your nonprofit might not have considered. You might not be able to implement every one of your donor’s suggestions, but they’ll appreciate the opportunity to be involved in the process.
Follow up
Finally, be sure to follow up with your donor after some time has passed. Sending a handwritten thank-you card along with a small donor appreciation gift, such as a cookie tote or S’mores kit, shows that you value your relationship and want to maintain it.
Resolving conflict for a more positive donor relationship
Managing your nonprofit’s donor relationships is critical to the success of your organization. Though disputes may arise, using purposeful strategies like engaging in active listening, apologizing, taking responsibility when necessary and being mindful of future interactions can help build a stronger donor relationship moving forward.