On either side of the Atlantic, the wisdom you get to build relationships with your donors is interesting to learn. This came true when Professor Ian Bruce, President, Center for Charity Effectiveness at London’s Cass Business School talked about the theory and practice of building effective relationships.
According to Prof. Bruce, successful relationship building has four components: establishing relationships, strengthening relationships, customer appreciation and relationship strategies. In American terms, this means relationship building, stewardship and ongoing donor communications.
You scan your environment to seek out the most influential people interested in your cause. Engage them well, pay close attention to their needs and consider them the most important people in your network. Prof. Bruce advises that you must be ready to talk about the negative things that are happening at your organization and how you are trying to fix them. What are the pillars that need to be strengthened?
Often, most of us forget the common sense initiatives we need to take to build relationships. This includes reliability (deliver what you promised), responsiveness (give prompt service always), assurance (convey trust and confidence), empathy (a caring attitude), and always make sure that you provide the best tangible experience of your assets.
Sometimes, giving up top spots allotted to your CEO or leadership to high value customers will help strengthen relationships. According to Prof. Bruce, this will help you build financial and social bonding with your high value customer.
His highly acclaimed book “Charity Marketing: Delivering Income, Campaigns and Services,” elaborates on the theory and practice of building effective nonprofit marketing strategies.