Check out Jeff Brook’s post on poor service: Donor Power Blog: Poor service? You’re busted.
Great links to a scary (but believable) call to AOL and a Comcast tech guy asleep on a couch on hold with his own tech support!
But then check yourself, is your nonprofit giving any better service?
How hard is it for people to get information from you? Is it like canceling an AOL account?
Bad service used to “just” lose customers. Now it’s causing the employees to lose their jobs. This stuff is going out all over the blogosphere now. (Personally, I’m all for accountability.)
So remember, if you identify ways to improve your service, you may just be saving your organization and your job.
