Tuesday, 8 October 2013

Client servicing. Some things I have learnt... (pt 2)

The second half of the series of statements and one-liners I've stolen from people I've worked with and admire. The first half is here. They are all angled towards being the best fundraising client servicing person possible...

As I said in the original post I wrote these very quickly. They may read like a gentle rant, but I decided not to edit them towards bland - as the people I've nicked these from were far from bland!

Enable your team to show off their skills. If you’re the most senior person in the room make sure you give the rest of the team a role. And not a rubbish role, one that makes them look brilliant. It makes you a better person and helps develop your amazing team.

One mouth, two ears. Listen to the question being asked before speaking and answering the question you wanted to be asked.

Talking too much is worse than talking too little. Think of all the fundraisers you respect and who you'd love to be more like. I bet they don't ramble. And don't be that person who talks over people. It’s not cool.

Will it affect response? If it will, fight for it. If it won’t, get over it.

If you keep on doing the same things, the same things will keep on happening. Learn from your mistakes. Improve things every time you do them again.

Set a deadline. “I will get it to you some time next week” means absolutely nothing.

Prepare, you’re not a student anymore. Most people, who are winging it, look and sound like they are winging it. If you are in a meeting with clients or colleagues and you haven't prepared what you want to say or cover you’re wasting their time. And they know it.

Never assume, always confirm. Thinking something is happening isn't good enough. Sometimes you have to know it’s happening.

You can’t defend the indefensible. If the result is awful, it’s awful. And don’t think no one will notice just because you didn't mention it. Mention it, try and understand it and make sure you learn from it. Don't be that person who pretends it didn't happen.

Head for the moral high ground. And own it. If those around you aren't being professional. Don’t rise to it. Find the moral high ground and stay there. Be calm, do the right thing and move on.

Just be nice. Be nice to everyone in the room, everyone at every level. In fact be the nicest to the most junior people.

And I know what I do and what I say are two different things...

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