Problem: Without consistent service, donors may feel undervalued and uncertain about the quality of their experience.

Solution: Establish clear values and regular training to ensure every donor receives the same excellent care every time.

Intro:

Consistent service ensures that every donor feels valued and experiences the same level of excellence. This reliability builds trust, as donors know they can expect the same thoughtful, anticipatory care regardless of the situation. Consistency in showing love to donors fosters loyalty and encourages repeat visits, as each encounter reinforces the sense of genuine donor care.

Tools:

• To restauranteurs, Waffle House is considered a great restaurant. So is the three Michelin star resturant Alinea. What do they have in common? Consistency. People must have their expectations met, every time, in every way.
• Establish and document core values that guide every interaction. Set a clear standard for employees.
• Start with love. Love and consistency go hand and hand — ask anyone who has been married for a while. As odd as it might sound, your team should fall head over heels (in a platonic way) for your donors. You should be passionately in love with them.
• Ensure that every team member understands these values deeply. Make the language simple, clear, and memorable so that staff can easily recall and apply them. Have them carry them around on a card or a keychain.
• Develop a robust onboarding and ongoing training program that emphasizes the core values and expected behaviors. Consistency to your staff will lead to consistency of donor experience.
• Hold brief, regular meetings (Daily Lineup/Standup) where values are reinforced, and real-life examples of consistency are highlighted. Use this time to share stories of outstanding service to reinforce expectations.
• Empower employees to make decisions that uphold the organization’s values. This freedom allows staff to meet standards in varied situations, maintaining the quality of service without needing to seek approval. (Agency)
• Encourage team members to support each other across roles. (Lateral Service). When staff feel supported and empowered, they’re better able to consistently deliver excellent service.
• Collect Donor Feedback: Use surveys, reviews, and donor feedback to measure service consistency. Regularly assess whether donors feel a consistent experience. It goes without saying, do this feedback on a consistent cadence.
• Conduct regular evaluations with staff to identify any challenges in maintaining consistency, addressing any gaps in understanding or implementation.
• Reward and celebrate employees who consistently uphold standards, creating a culture where consistency is seen as essential and celebrated.