Donor Service Best Practices

The video emphasizes the importance of excellent donor service at Goodwill, highlighting how courteous and efficient service can lead to loyal donors and organizational success. It contrasts poor and proper donor interactions, providing guidelines for best practices, such as greeting donors warmly, offering assistance, and handling donations with care. The video also introduces a new donation tracking system and stresses the significance of a positive attitude in donor interactions.

Why is excellent donor service critical to Goodwill's success?

• It allows for higher prices on donated items.

• It reduces the need for marketing.

• It ensures donors become regular and loyal.

• It increases the number of employees.

What was the main issue in the negative donor interaction example?

• The donor was not greeted warmly.

• The donor was given a gift.

• The donor was given too much assistance.

• The donor was offered a discount.

In the positive donor interaction example, what was offered to the donor?

• A tour of the store.

• A discount on future purchases.

• Help with unloading items.

• A free item from the store.

What should you do if a donor requests a paper receipt?

• Charge a fee for the paper receipt.

• Refuse and insist on electronic receipts.

• Fill in the donation site, date, and sign the receipt.

• Ask the donor to come back later.

What is the first step when a donor arrives with donations?

• Ask them to wait in line.

• Meet them at their vehicle with a warm greeting.

• Direct them to the nearest store.

• Ignore them until they ask for help.

How should donations be handled?

• With care, avoiding any negative comments.

• By throwing them into a bin.

• Only by the donor themselves.

• Quickly and without care.

What should you do if you cannot handle a large donation by yourself?

• Call for assistance from a coworker.

• Refuse the donation.

• Leave it until someone else can help.

• Ask the donor to take it back.

What is the purpose of the new donation tracking system?

• To increase the number of donations.

• To record year-long donations online.

• To replace all employees with machines.

• To sell donor information.

What should you never do with donated items?

• Sort them for further inspection.

• Handle them with care.

• Thank the donor for them.

• Drop or mishandle them.

What should attendants always do after receiving a donation?

• Charge the donor a fee.

• Ask the donor to leave immediately.

• Ignore the donor.

• Sincerely thank the donor and encourage future donations.