Complaints, good news or bad?

Complaints, good news or bad news?
The fear of fundraising is often about the possibility of complaints. People are afraid of complaints, often because of their personal perceptions, and they  forget that they are not the target audience of their communication activities.

Let's talk about a complaint and see it as a good thing, rather than a bad thing. First of all, someone who takes the trouble to phone you is actually your number one fan. They have read your communications. They have pondered the request and then they take time from their day to respond. If they didn't care, they  wouldn't respond. The phone call proves they care about your organisation and want you to receive feedback about your activities. A complaint therefore is your number one way of having a dialogue with your most ardent supporters. Take the time to respond in a positive manner and then do something to action their complaint. Make sure you record the call on your database and that you diarise to follow up. Check their giving history following the complaint. Did they actually stop donating or did they actually donate more after your conversation?

A more positive way of looking at complaints is to see them as feedback or critique. Take them as something to celebrate. They read your communications after all! Make sure you take some action and follow it up. Respond to them in writing or by calling back a few days after the initial call. Next time you are sending out a communication, forewarn them and actively seek their feedback.

And whatever you do, use the opportunity to review their database entry. Double check their details. Make sure nothing is incorrect. Record your follow up actions and do them.