For years we’ve stressed the importance of good donor service when it comes to donor satisfaction, retention, and lifetime value.

In earlier posts here and here, we pointed out that poor donor service accounts for a significant part (20%) of why donors drop out.

There’s simply no excuse for organizations losing nearly 20% of their defecting donors because of lousy service. Shame on us.

I do realize of course that while every Agitator reader knows and appreciates the retention value that springs from good donor service, many readers must battle upstream against CEOs who are not donor-centered and bean counters who have no idea why taking good care of donors is so fundamentally important.  (See Agitator’s Donor Service:  Cost Center or Profit Center? )

A Rare Tribute to a Rare Donor Service Expert

Fortunately, some organizations get it right.  Even more fortunately a few organizations have those rare, dedicated donor service experts who make a world of difference both for their organization and their donors.

One notable organization is Common Cause which last week held a virtual 50^th Anniversary celebration of its founding. Of course, a half-century of solid accomplishments is no small feat and should be celebrated.

A feature of the celebration that greatly impressed me – because the focus is so rare — was the honor they bestowed on Vernell Grissom, for 40+ years the Director of Common Cause Membership Services.

Just as rare was the type of honor Common Cause bestowed.  It named it main conference room—a massive glass-enclosed gem set right in the middle of the organization’s national offices in Washington, D.C.—in honor of both John Gardner, the founder of Common Cause, and Vernell Grissom, the organization’s longest-serving staffer.

Now that’s what I call proper recognition of excellent donor service!

I’ve been fortunate enough to work with and watch Vernell in action for every one of those 40 years and believe me she’s a force of nature.  A natural ombudsperson-cheerleader for donors and Common Cause. Over the years I’ve listened to her skillful handling of donor complaints…donor questions…donors’ personal problems and I’m convinced she’s a big part of the reason Common Cause enjoys one of the highest retention rates in the sector.

Few CEOs even acknowledge the essential importance of donor service let alone praise the donor service staff.  Again, Common Cause stands as an exception.  Here’s the tribute Karen Hobert-Flynn, the organization’s CEO, joyously offered during the celebration:

“While this has been a year in which people have relied on new technologies like Zoom and Facetime more than ever, sometimes there’s nothing quite like a good old fashioned phone call. That voice on the other end can brighten your day.

“And for the past 40 years, one voice has been on the other end of a call to Common Cause ready to brighten our members’ day.

“If you know Vernell Grissom, then you already know who I’m talking about.

“But if you don’t, I’d like you to get to know her.

“Vernell is Common Cause’s longest tenured employee. And over the past 40 years she has touched so many lives. Including my own.

“Vernell has mentored hundreds of staff.

“She has talked with thousands and thousands of members.

“And she has helped guide Common Cause through years of both turmoil and uncertainty, and joy and abundance.  

“Vernell has been our constant.

“And no celebration of Common Cause would be complete without recognizing this very special person.”

A special person indeed.  An active, vibrant reminder of the importance and value of those who care deeply about our donors.  A reminder that the best organizations pay attention to this important task while the mediocre extol and acclaim their CEO or more visible stars.

Every organization should be blessed with a Vernell Grissom.  And when it comes to recognizing the importance of donor service every organization would be wise to heed John Gardner’s admonition:

“The society which scorns excellence in plumbing as a humble activity and tolerates shoddiness in philosophy because it is an exalted activity will have neither good plumbing nor good philosophy: neither its pipes nor its theories will hold water.”

Agitator Raises for Exceptional Member Service to Vernell Grissom; and to Common Cause for 50 years of Effective Citizen Action. 

Roger