• Ron Rescigno

In 2016, ‘Make It Right’


As I write this blog, we’re about 2 & ½ days from the start of the new year. Each year at this time, I try to come up with something to focus on in terms of improving upon your donor relationships.

Here is my suggestion for 2016:

Resolve to ‘Make It Right’ in 2016 – No matter how hard we try, at some point we’re going to disappoint donors.

The question is, what happens when we do. I recommend implementing the Disney Institute’s H.E.A.R.D. system for converting disappointed customers (or, for our purposes, donors) into loyal customers (donors):

Hear – Let unhappy donors tell their entire story as you listen carefully without interrupting.

Empathize – “I understand. I’d be frustrated too.”

Apologize - Take ownership of the problem even if you didn’t cause it. ”I’m always sorry when a customer is dissatisfied.”

Resolve – Ask how you can ‘Make It Right.’ If you can, fix the problem quickly. Don’t bounce the donor from person to person.

Diagnose – Figure out what happened, not whom to blame, so it’s less likely to happen again.

If you have any tips you’d like to add, please do so here.

7501 West 85th Street

Bridgeview, IL 60455

Phone: 708-974-2600

sales@rescignos.com

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