Home > Tactics > Donor Obsession > Consistency

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 guest receives the same excellent care every time.

Intro:

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

Tools:

• Define Core Values and Standards. Establish and document core values that guide every interaction. Set a clear standard for employees.
• 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.
• Develop a robust onboarding and ongoing training program that emphasizes the core values and expected behaviors.
• 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 guest feedback to measure service consistency. Regularly assess whether guests feel a consistent experience.
• Conduct regular evaluations with staff to identify any challenges in maintaining consistency, addressing any gaps in understanding or implementation.
• Regularly share stories of employees demonstrating consistent care. This can be done through newsletters, meetings, or bulletin boards to reinforce behavior.
• Reward employees who consistently uphold standards, creating a culture where consistency is seen as essential and celebrated.
• Consistency in service ultimately becomes a hallmark of love and care.