The Importance of a Response

No matter how great your customer service is, if your company does not respond to donation requests there will be a negative effect.  Here’s why.

If your company offers a good product or service, it is likely to have received a donation request for a local charity or fundraiser.  For some companies this happens once a year and for others it happens hundreds of times each week.  Incoming donation requests can be a daunting task.  Not only does it cost your organization money to donate its good or service, there is a cost associated with the person handling the donation request process, as well as any shipping and handling costs.  In a nutshell, as great as your company feels about giving back, it can be costly in both time and money.

Herein lays the issue: whether your company regularly donates or whether it chooses not to participate in giving programs, it is of the utmost importance to respond to all incoming requests.  Presumably if your organization is fulfilling a donation request, it will be in contact with the requesting organization, so we won’t discuss that further.  But if your organization is denying a request or if it simply does not participate in giving programs, we understand how easy it is to throw away the request letter and move on.  All too often requests are left without response, leaving the requester annoyed, hurt, or worse: a brand slanderer.

People don’t expect companies to give hand-outs, but they will feel dejected if you ignore their request.  If you have an online system, an automatic email can be selected and sent at the click of a button denying their request and thanking the organization for thinking of your company.  If you receive requests by mail, have a standard letter template available to send to the organization.  By eliminating the anxiety of waiting for a response, you have shown the requesting organization respect: respect for their time and respect for their support of your company.  Like anything else, it’s not always what you say, but how you say it.  Even though a rejection letter isn’t what they wanted, they will appreciate that you cared enough to send them a response at all.


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