She's My Customer. I Better Listen.

Recently, a few of us organized a surprise belated birthday gathering for one of my closest friends. The gathering took place at locally and family owned Don Jose Restaurant in Decorah, Iowa. Everything blended perfectly. A spot around the corner in the back hid all the guests perfectly. Authentic Mexican food and warm service was perfectly shared. Don Jose loaned their birthday sombrero for a photo to remember the occasion.

As we were departing, the guest of honor, a regular Don Jose patron, shared feedback with one of the owners. I was struck by the passion of his response to her feedback. "She's my customer. I better listen." 

The experience reminded me of the infinite value of listening for more effective fundraising. Wondering where to focus your efforts? Curious why your last campaign came in under goal?

Consider hosting listening sessions at your department where only open ended questions are asked. Don't ask for donations in these listening sessions. Groups worthy of consideration for an invite include:
1. Your customers - your service recipients and your city council or fire board
2. Your service recipients 
3. Your current donors
4. Your current members and their significant others
5. Your retired members and their families


Questions asked during the session may include:
1. What one thing do you think we do best/most effectively? 
2. What one thing do you think most needs improvement in the way we serve the community?
3. How do you feel overall about our department?
4. Why do you feel that way? 
5. What do you think the impact would be if our department didn't exist?


Having a facilitator for each discussion is a good way to keep the conversation on target. Smaller groups are best. The answers your customers share with you will be critical insight for even more effective fundraising.