Challenging the Relationship Model of Fundraising
Received wisdom now says that relationship building is the way to raise more money from donors. It’s why we changed the name from Fundraising to Development; we expect to develop relationships with people, with the ultimate goal of getting them to make a big gift (or two, or three).
This may still be true, but a study from Matthew Dixon and Brent Adamson challenges the notion that relationship building causes higher sales in the for-profit environment. What this means for the nonprofit sector is up for debate.
Dixon is Managing Director of the Corporate Executive Board’s Sales and Service Practice. Adamson is Senior Director of the Sales Executive Council, a division of the Sales and Service Practice. Their new book, The Challenger Sale: Taking Control of the Customer Conversation, is the result of studying 6,000 sales representatives across more than 100 companies around the world. Detailing their work habits, their motivation and their results, they classified the reps into 5 groups:
- Relationship builder
- Lone wolf
- Hard worker
- Reactive problem solver
These groups are described in the HBR Blog, but suffice it to say that the Relationship builder was NOT the best performer.
Surprisingly, Challenger, who did not acquiesce to every client whim, who did not work to smooth over any tension, and in fact made a point of asking penetrating questions about client assumptions, outperformed the others in complex and challenging situations.
Now, if these economic times aren’t challenging for nonprofits, I don’t know what would be. Perhaps it’s time to (ahem) challenge our assumptions of how to deal with donors in these times.
More study is definitely needed.
So many possibilities in each of our futures. The Association of Fundraising Professionals was a great conference for confronting some of these possibilities. So here’s an invittion to think about it. Thoughtful Philanthropist
Cheating the Meeting Reaper : Avoiding Death by Meeting IV
Let’s see…right place, right time, right people, few topics, timed agenda…what else do you need for a good meeting?
Aha! Control! Yes, all the good intentions in the world aren’t going to keep your meeting on track. This is the job of [pause for effect] Super Leader!
All kidding aside, the meeting chair is responsible for keeping the meeting on track. In a board meeting, that’s the President. In a committee meeting, it’s the committee Chair. Make no mistake, though, someone has to be in charge, and that someone has to make it known that he or she is in charge.
Start on time. This simple step sets the stage, and lets the attendees know you mean business. Don’t wait until everyone gets here. It’s discourteous to the people who came on time, and encourages everyone to dawdle. A corollary to this rule is: Don’t go over what’s already been covered in order to bring people up to speed. It takes up time, and rewards the dawdlers. Eventually, attendees will learn that they have to get to the meetings on time.
Assign a Queue Keeper. When discussions ensue, this is a way to keep order among the many people who want to speak. We all know committee members who dominate discussions. Those who rarely speak up may find their voices trampled by the dominant speakers. The solution is to have a designated Queue Keeper. Each attendee who wants to speak raises a hand and the QK puts his/her name on the list; each person has an opportunity to speak in turn. This method serves several purposes.
- Each person is assured of an opportunity to speak.
- People no longer have to spend their attention and energy getting noticed. Instead, they spend their time actually listening to the other participants in the discussion.
- Because there is time between wanting to speak and when that thought will be spoken, people jot down their ideas so they won’t forget them. This means that when they do speak their minds, their contributions are more concise and precise.
Using a Queue Keeper may feel awkward the first few times, but the benefits will soon be apparent to everyone.
Stick to the timed agenda. Periodically reference the agenda and the time, so attendees are also aware of its status. If you’ve slightly misjudged the amount of time it will take to get through a subject, there may be some slack elsewhere. But if a topic starts getting very lengthy, act appropriately. There are four main possibilities.
- The subject warrants more serious discussion than originally thought. In that case, table the topic until the next meeting, when you can give it the attention it deserves.
- Attendees are repeating previously made points. Here, the Chair has to stop the discussion by saying, “does anyone have anything new to contribute? If not, will someone call the question?”
- There isn’t enough information to really come to a conclusion, and the discussion is spinning its wheels. In this case, the Chair has to stop the discussion and put it back to committee – either the originating committee or an ad hoc committee for this particular topic.
- Rarely, you may have a fourth situation. You may encounter an urgent question for which a lot of discussion still needs to take place. In this case, you can decide to drop a later agenda item, or conclude that a specially called meeting for this particular topic should happen very soon.
The important thing to keep in mind is to give each agenda item the appropriate attention. Big items should be given enough time for productive, substantive thought and discussion.
Of course, in the case of committee reports, an agenda item may take too much time because the speaker is running over. Then the Chair should politely, but firmly, ask how much longer this will be since “we have many items to cover,” and request only the highlights. As a committee report, the information should have been sent out in advance anyway, and the speaker should only be hitting highlights unless a vote is needed.
Finally, end on time! Meeting management is not rocket science, but it does take control. It means the Chair should be firm and consistent. There may be an occasional grumble the first few times you stop a discussion. But when your meeting ends in 90 minutes, instead of 2 and a half hours, your attendees will thank you!
Only one more topic left in Cheating the Meeting Reaper! Follow-up. Stay tuned.
My colleague, Susan Sherk, and I are presenting more detail on meeting management at the International Association of Fundraising Professionals meeting in Baltimore, on April 12, 2010. Join us, and then meet us at the Bloom Metz Consulting exhibit!
Cheating the Meeting Reaper: Avoiding Death by Meeting III
Congratulations! You’ve limited your meeting attendees to those who need to be there.
Now, how are you going to keep from wasting their time?
Your valuable volunteers are smart. They can come up with great ideas and engage in really substantive conversations that result in good policy. That only works though, if they’ve been given time to think about the subject. If your attendees have advance time to think about the subject, they come up with more in-depth questions and analyses that will help you come up with a better decision.
So, the best way is to prep for the meeting by:
- Limiting the meeting focus to no more than 1-3 topics
- Making sure that everyone has all the materials they’ll need in advance.
- Creating a timed agenda
Declare in advance the purpose of the meeting and the subjects that will be dealt with. Your volunteers should know that if the topic is not on the agenda, it will not be entertained. Harsh? Not as harsh as seeing 15 people around a table spending time on subjects they’re unprepared for, and which are really not their purview.
Similarly, if you want to have a focused meeting, attendees should be given the courtesy of having their materials in advance. No more sending out last month’s minutes the same day as this month’s meeting. No more handing out financial statements at the start of the finance committee’s report. No more handing out background on new policies at the moment the discussion begins. There’s no reason for meeting time to be spent on clarifications; with advance notice, all the initial questions for clarification can be asked of the committee chair before the meeting.
Be fair to your volunteers — and fair to your organization. Your smart, enthusiastic volunteers deserve to be given the tools to do what needs to be done. Hampering their efforts only hinders your organization.
Finally, once you know that all the materials will be in the hands of attendees in advance, you can create an agenda that shepherds the meeting towards focused discussion. That’s the timed agenda. [See Sample Meeting Agenda.]
Think about your own time management. Consider the effect of having an appointment you have to get to. When you’re at your desk, knowing that you have an appointment coming up focuses your mind and helps you avoid distractions. The same thing happens when you have a timed agenda.
If committee reports should only take 10 minutes, these reports will be brief and on topic. Details are in the written, advance reports. There is more compliance when the Board President says, “We have a lot to cover, let’s send that topic back to committee.” Do emergent situations happen? Of course. But they should be the exception, not the rule. The timed agenda makes sure that the 90 minute meeting spends 60 minutes on important, policy-making decisions, instead of having those decisions left for the last 15 minutes.
The result? Your attendees know what to expect when they come to the meeting. They know they’ll be able to engage in substantive discussions about important topics.
Most importantly, you end up with satisfied, productive volunteers, eager to tackle the big challenges.
Next: Keeping the Meeting on Track
My colleague, Susan Sherk, and I are presenting more detail on meeting management at the International Association of Fundraising Professionals meeting in Baltimore, on April 11, 2010. Join us!
One of the great things about the nonprofit sector is how collegial it is. After the last post about Finding That Nonprofit Career, I turned to colleagues on LinkedIn and asked them what books they would recommend to people contemplating the switch from the private sector. Especially helpful were colleagues in the Association of Fundraising Professionals and the Chronicles of Philanthropy groups. I recommend that if this is a field you are interested in, you start watching the discussions on these two particular groups on LinkedIn.
One of the first to respond was my own business colleague, Jeff Metz of Bloom Consulting. Others were Andrew Brant, Sandra Larson, Ann Gwinn and Jeff Kern, all with experience in the nonprofit field, and almost all with prior experience in the private sector. Thanks to all for your assistance. Here’s the list developed from their contributions, and my own thoughts.
Managing the Non-Profit Organization: Principles and Practices from Peter Drucker is my own personal favorite. Several others also mentioned Drucker, who took his expertise researching and consulting to private firms into the nonprofit world. Other books originally written for the private sector are also important to the nonprofit world. Two that others suggested are:
Managing as a Performance Art by Peter Vaill
Made to Stick by Heath & Heath
And I would add:
The Tipping Point by Malcolm Gladwell as a way of viewing the social dynamics in your organization.
Recommended books specific to nonprofits are:
Strategic Planning for Public and Nonprofit Organizations by John Bryson
Field Guide to Leadership and Supervision for Nonprofit Staff by Carter McNamara
Forces for Good by Crutchfield & Grant
The Executive Director’s Survival Guide by Carlson and Donohoe
Recommended publications specific to finding nonprofit careers:
The Idealist Guide to Nonprofit Careers for Sector Switchers
The Idealist Guide to Nonprofit Careers for First-time Job Seekers Both from idealist.org
In the fundraising field – and so many positions in nonprofit work require some fundraising skills:
The Zen of Fundraising by Ken Burnett
Asking – A 59 minute guide by Jerold Panas
The Ask by Laura Fredricks
Major Gifts by Julia Ingraham Walker
Securing Your Organization’s Future by Michael Seltzer
Donor Centered Fundraising by Burke
And there was one textbook in the bunch:
Nature of the Nonprofit Sector by Ott
Thanks to everyone for being so helpful! And good luck to those making the switch.