Fundraising can be hard enough without your fundraisers alienated themselves from the very people they’re trying to gain support from.
How often have you come across a fundraiser, either face-to-face or over the phone who has talked at you – not with you, has cut you short when you’re speaking, or perhaps just don’t seem interested in any dialogue – they’re just going through the motions?
It would appear that this happens all to often; why, there’s no need for it, it all comes down to selecting the right people to “front” your organisation, the right and timely coaching and training and, then it’s up to you to monitor how they are doing.
If you’re organisation undertakes tele-fundraising, do you have the ability to either listen into calls while they’re happening or to listen to recorded calls? Are you reviewing calls with those on the phones?
Doing face-to-face fundraising, do you have people who can act as “mystery shoppers” – people who can listen to what the fundraiser is saying, their actions, manners – it’s worth getting some “unknowns” to monitor on your behalf.
It’s vital that you know what your fundraisers are saying, how they’re interacted and most importantly – how they are representing your organisation.
It only takes a few disgruntled people to start talking openly about their experience with your organisation to cast doubt in the minds of others. They could be thinking – if that’s how those on the “front line” – they’re quite possibly the only people supporters have regular contact with – any bad experiences can quickly turn support off.
You owe it to your supporters and your organisation to be monitoring your fundraisers, even where you’re using an external agency you need to have monitoring in place.
If you support and organisation, what are your experiences and expectation of fundraisers?