Greetings!  

My mother taught me to always send a thank you note, but sometimes they can backfire.

I received a handwritten thank you note a couple of weeks ago from a program I raised money for LAST FALL.   Instead of making me feel warm and fuzzy toward the group, it reminded me of how little attention I'd received from them immediately following the event.

The critical importance of outstanding customer service is perhaps the most important success factor in  retaining thon fundraising participants, according to Mike Dilbeck, national director of the Team To End AIDS.

In his excellent July RWRFC teleclass, Mike provided a customer service checklist every program manager should review.   Some of the key points:

• Deliver what you promise -- from the beginning
• Send accurate and detailed correspondence
• Make personal contact ASAP to get them engaged
• Respond promptly to calls and emails
• Treat each person with dignity and respect -- NO MATTER HOW CHALLENGING THEY ARE

In the endurance fundraising world, it's common for many participants to reach a crisis point when they fear they'll never be able to complete the event or achieve their fundraising goal.   "Getting a participant over the hump is the most critical form of customer service you can provide," Mike explained. 

I highly recommend that you set aside 45 minutes to listen to the recording of this terrific session.   (It's free for RWRFC members and $99 for nonmembers.)   Follow this link to sign up or call us at (914) 921-3914 -- we'll try to answer your call on the first ring or get back to you right away.

David Hessekiel

President

Run Walk Ride Fundraising Council