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Empowering Non-Profits: Meeting Customer Needs and Achieving Excellence

Discover the community ownership of a non-profit and how to effectively meet the diverse needs of customers. Implement the 212 principle for exceptional customer service and create lasting experiences. Learn actionable steps to turn visions into reality and excel in customer relationships. This guide outlines strategies to enhance customer service excellence and achieve your organization's goals.

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Empowering Non-Profits: Meeting Customer Needs and Achieving Excellence

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  1. Who Owns a Non-Profit?

  2. Who Owns a Non Profit? • A non profit is technically owned by the community at large. Since it is given a tax free status (primarily) a Board of Directors is set up to ensure that the non profit is meeting the Articles of Incorporation, Bylaws and the stated mission of the entity.

  3. Who are a Non Profit’s Customers? • The Board of Directors • The clients served by the agency • Parents/caregivers/family/friends • Licensing/Human Rights Agencies • Referral agencies • Business partners • Funding partners • The community

  4. How do you meet the needs of customers who often want very different and sometimes opposing things?

  5. How Does 212 Apply to Customer Service? • What’s the one degree of difference that could separate you from your competition? • What’s the one degree of difference that could change your life personally? • What’s the idea that or plan that you’ve been thinking about but have been too busy to implement?

  6. How do you Create a Lasting Experience? • Call back on the same day when possible. Let the customer hear your smile over the phone • If you’re leaving a message, even if the person knows you, leave your call back number and other details • Create clear communications • Email etiquette • Follow through…create something that’s memorable

  7. Putting the 212 Principle into Action • Setting a standard for yourself and your team • Define your customers • Define customer service excellence • Phone contacts • Personal contacts • Email contacts • Community relations/relationships

  8. The Meaning of Karma

  9. Light out of Darkness….

  10. What to do Next… • Buy the Book, 212 Degrees by Sam Parker • Make a list of what you want to accomplish • Set realistic targets with dates attached • Set milestones…and measure them! • Create tangible rewards • Talk to yourself as if you’ve already achieved the goals that you want • Over communicate your vision and standards • Sow the seeds today for the tomorrow you want!

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