ARE YOU LISTENING?

 

Over the years, I’ve had a chance to meet some really outstanding and wonderful people, including many captains of industry. If all my exposure to successful business folks was from what I hear through the media, I would never realized that there are so many truly servant leaders out there.

One such leader I had the pleasure to work with in my California days was a gentleman named Don. Don was and is a leader in his community and a pioneer in his industry. A bit nervous about my first meeting, I was given some insight into the man from an acquaintance.

He told me that Don would treat everyone with respect and kindness. And if at any time he felt you had wronged him or his business in anyway he wouldn’t say a thing.

But the relationship would just be over. No feedback. No do-over. Just over.

How often has that happened in your work? Maybe it was a volunteer. A congregation member. A donor. A program participant. Suddenly the relationship is over. No warning. No feedback. They just stopped coming or quit giving.

It seems like we’re always asking for feedback. We kind of like the good stuff, but mostly we have to admit that we’re not crazy about the bad stuff. Is your organization really open to honest feedback? I don’t mean asking sending out an occasional survey (that are generally only filled in by really happy or really ticked off people). Are you open to really listening along the way?

If you are, here are some suggestions:

  • After the board meeting, call a few of your volunteers and ask for feedback. Did it meet their expectations? Did they feel like their time was valued?
  • Visit donors on occasion and share your work. Don’t get so caught up in presenting your vision that you forget to listen. Ask for – and listen to – their ideas and concerns.
  • Ask for feedback from new students or attendees. It’s hard for us to notice what is confusing about our facilities, registration process, donor page or website because it’s all so familiar to us.

I’ll bet the people you serve would be thrilled that you care about what brought them to your church or agency and your willingness to listen to how their goals and expectations are being met. And their trust in you will grow as they see you implement change based on their suggestions.

So how do you know who needs your attention? Start with that volunteer who isn’t engaging and is showing up less and less. Look for the annual giver who didn’t make a gift this year. Ask a board member who resigned out to lunch. Don’t let the relationship end without you listening to why.

Posted by Thom Peters
Thom Peters

Written by Thom Peters

A fascination with people and service has been the essential driving force behind Thom’s work with local and national non-profit organizations. Thom’s career in service began with his first summer as a YMCA camp counselor in college. From there, he went on to build a 30-year career within the not-for-profit arena.

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