PRACTICE, PRACTICE, PRACTICE

How do I put this delicately? We have all had to deal with the "difficult" prospect or donor, the one we would like to use the “‘Delete” button for. However, we need to use experiences from negative situations to improve our responses to difficult people – or to head them off!

One example comes to mind: I accompanied the president of an organization on a major gift visit with a long time supporter. In the course of the conversation, this person voiced disapproval of one activity, position or policy of the organization after another. While I knew this was a significant opportunity to get feedback from an important supporter, it certainly set off some anxiety. Remember, we never argue with the donor; we restate objections. And, we always promise to share concerns. After the third or fourth complaint, I politely asked, “What do you like about this organization?” What followed was the most eloquent statement of support one could ask for; the donor sold himself and we left with a pledge of an increased gift.

It’s helpful if you don’t have to respond to such pivotal situations on the fly. These interactions might not feel comfortable at first, but build up your skill set. Practice dealing with negative interview circumstances with someone who'll give you honest feedback. Role play. Practice, practice, practice. In this way, you'll be ready to act with composure if you ever encounter another difficult prospective donor.