Turning Things Around: How to Handle Upset Donors

At some point in your fundraising career, you are going to have an upset donor who is angry with the organization, leadership, or the direction that the organization is going. It’s not a pleasant experience, but with some grace and skills, you will make it though it. You will experience upset donors. It’s part of having a relationship – there are ups and downs. If a prospect is really upset and threatening to pull their giving or something drastic, engage your manager. It might take more than just you to smooth things over. That’s okay, just remember, they are upset because they care. If they didn’t care about your organization, they wouldn’t get upset. It’s hard to remember that when you’re being yelled at or lectured, but try to center yourself in the comfort that they care.    

• If they didn’t care about your organization, they wouldn’t get upset. It’s hard to remember that when you’re being yelled at or lectured, but try to center yourself in the comfort that they care.
• When donors or prospects have strong feelings, listen, and try not to get defensive. 
• Sometimes people just need to be heard and acknowledged.

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