September 30, 2013

Service and hospitality.

I was with IS 183 in the Stockbridge, MA, today. We were meeting at the Red Lion Inn, where I stayed for three nights. We were talking about donor-centered, of course. And how that relates to customer-centered, of course.

How fitting to talk about customer and donor centrism there at the Red Lion. Great food. Fun surroundings. Rooms with comfort and personality. Really good customer service.

So Bruce Finn, Manager of the Red Lion Inn explains how the Inn thinks about service and hospitality.

  • Service: Technological delivery of the job. What you do. And that’s 49% of staff training – and the job.
  • Hospitality: How you feel when you do your job. And how the customer feels. And that’s 51% of staff training – and the job.

How cool is that?! Marvelous.

Remember what author Maya Angelou says this so well: “…people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

So how do you make your donors feel?

About Simone Joyaux

A consultant specializing in fund development, strategic planning, and board development, Simone P. Joyaux works with all types and sizes of nonprofits, speaks at conferences worldwide, and teaches in the graduate program for philanthropy at Saint Mary’s University, MN. Her books, Keep Your Donors and Strategic Fund Development, are standards in the field.

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