Home > Tactics > Donor Obsession > Attention to Detail

Problem: When small details are missed, donors may feel that the service is less special or not worth remembering.

Solution: Train staff to focus on every small detail, creating a high-quality experience that makes donors feel valued and keeps them coming back.

Introduction:

Attention to detail is fundamental to quality service. Great service requires going above and beyond to get tiny details right, even if most donors won't consciously notice them. Obsession with detail should extend throughout your operations Meticulous attention to detail creates a seamless, immersive experience that exceeds donor expectations and contributes to high donor loyalty.

Tools:

• Make attention to detail part of hiring criteria - screen for detail-oriented individuals during recruitment.
• Often, those who are less detail-attentive are stronger at developing systems that support detail work. I am one of those people. You have room for both at your organization.
• Create detailed standards and specifications documents for every aspect of operations.
• Make sure the people documenting your standards have an appreciation of (or potentially an obsession over) customer service.
• Empower employees to fix small problems they notice without requiring approval.
• Recognize and reward employees who demonstrate exceptional attention to detail.
• Create checklists and standard operating procedures that include key details.
• Make sure these are shared widely with the team.
• Role play and conduct regular walk-throughs from the donor perspective to spot detail issues.
• Make a celebration of detailed execution part of performance evaluations. Everyone should be part of the team perfecting your craft.