Tag Archives: customer service

Take the Customer Service Challenge

I am surprised by how often grantmakers see their role as funder, but not as a provider of services for which there are customers. True, the philanthropic customer is different than a business customer. As a foundation, you’re not selling a consumer good, but you are selling ideas, change, and a belief that communities can and should become better. And just as a private business needs customers to buy its products or services to keep its operation going, foundations need customers to buy into their missions and be willing to work as partners to achieve them. Philanthropic customers include the nonprofits you serve, donors (especially if you’re a community foundation), community partners, and even other funders who might align their … Continue reading Take the Customer Service Challenge

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Improve Your Philanthropic “Customer Experience”

I recently stayed at the Charles Hotel near Harvard Square, and was delighted to see the “Web Cube” on my hallway on my way to my room. It’s essentially a large closet with a desk, computer, printer and free internet access, available to all guests on the floor.  I assume each floor has them.  What a brilliant improvement to an existing valuable resource: hotel business centers. We’ve all used hotel business centers and have encountered similar problems: finding them, using them during limited business hours, and planning our time so that we don’t have to go back and forth from our room to the business center and back.  This web cube takes the customer experience to a new level. If … Continue reading Improve Your Philanthropic “Customer Experience”

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What I Learned About Customer Service from Marriott

Last week I stayed at the Marriott Marquis in downtown San Francisco, and I was blown away by the nonstop, excellent level of customer service I experienced. What I learned is applicable to foundations and consultants, and I want to share six lessons learned with you. 1. Treat everyone like they are important (even when you are busy). This convention hotel must have been booked solid, with a Salesforce convention happening one block down the street. Yet my colleague and I felt like we were the only guests at the hotel. Front desk staff were attentive, friendly, and willing to take extra time to accommodate my colleague, who was on crutches and needed certain room accommodations. All staff were prompt, cheerful, and … Continue reading What I Learned About Customer Service from Marriott

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