The ImpactAssets Handbook for Investors by Jed Emerson

Author:Jed Emerson
Language: eng
Format: epub
Publisher: Anthem Press

3. Ignoring Customer Service

The words “customer service” are rarely uttered by most philanthropists, foundation staff or foundation trustees. Thinking about customer service isn’t part of the culture of most investors, but it has true and lasting implications. In the philanthropic investment context, this doesn’t mean treating grantees like paying customers in a business, but rather as people without whom an investor’s work would fall flat.

As mentioned above, philanthropy is ultimately about relationships, and poor interactions between investors and grantees can lead to missed connections or opportunities that could have been powerful. Communication is a key to good customer service. The more complex a funding initiative or the more partners it involves, the more communication should play a powerful role. But even in smaller-scale grantmaking, investors should never underestimate the value of a friendly voice at their end of the phone line, one that can provide clear and kind advice or gently explain why a proposal is not likely to be funded. When this is the case, grantseekers are less likely to be surprised or disappointed—even if the ultimate answer to a request is “no.”

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