Nonprofits have to deal with lapsed donors everyday, and how they handle them makes all the difference. It's easy enough to hang your head and move on to the next one, but that will be doing your nonprofit a disservice. Instead of giving up, put on your detective hat and find out why they went away. Getting feedback from donors is always a good way to find out what you can improve.
In their book "Wired and Dangerous," Chip R. Bell and John R. Patterson list some questions you can ask your donors to get a better understanding of how your organization can improve:
- What is one aspect about our organization that you view as "very positive?"
- Complete this sentence: What I like least about what you do is...
- Complete this sentence: What I like most about what you do is...
- What are the first words that come to mind when you think about working with us?
- What area of our organization needs the most improvement?
- Was there ever a time when we left you disappointed? If so, briefly describe the incident and list ways that we could have handled the situation better (if at all).
- What would you like to see us do that no other organization in our industry is doing?
- What have we not asked that we should have?