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How can you address negative alumni feedback effectively?

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As a fundraiser, you know how important it is to maintain good relationships with your alumni. They are your loyal supporters, your ambassadors, and your potential donors. But what do you do when you receive negative feedback from them? How can you address their concerns and complaints without damaging your reputation or losing their trust? In this article, we will share some tips on how to handle negative alumni feedback effectively and turn it into an opportunity for improvement.

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1 Listen and empathize

The first step to dealing with negative alumni feedback is to listen and empathize. Don't ignore, dismiss, or argue with their comments. Instead, acknowledge their feelings and show that you care about their opinions. Thank them for taking the time to share their feedback and express your appreciation for their involvement. Try to understand their perspective and the reasons behind their dissatisfaction. Ask open-ended questions to clarify their issues and expectations.

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Kathryn Beard

Document management, Information Technology, Writing, Nature photography
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It is important to reiterate what they are saying to be sure you understand their issues and expectations provide examples of the ways you intend to address their issues and ask for feedback. If you haven't received positive feedback then you need to start over with understanding their requirements.

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2 Apologize and explain

The second step is to apologize and explain. If you made a mistake or failed to meet their expectations, admit it and apologize sincerely. Don't make excuses or blame others. Explain what happened and why, and how you are working to fix it or prevent it from happening again. If you disagree with their feedback or have a different point of view, explain your rationale and reasoning respectfully. Don't invalidate or contradict their feedback, but provide evidence or examples to support your position.

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3 Offer solutions and alternatives

The third step is to offer solutions and alternatives. If you can, address their issues and concerns directly and promptly. Provide them with specific actions or steps that you are taking or will take to resolve their problems or improve their experience. If you can't, offer them alternatives or options that might satisfy them or meet their needs. For example, if they are unhappy with a program or service that you provide, suggest other programs or services that they might enjoy or benefit from. If they are unhappy with a communication or policy that you have, explain the rationale behind it and offer them ways to opt out or provide feedback.

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Prof. Chris S.
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It's important to hear people out. Understanding what the Alum needed (and perhaps did not get) from their educational experience will allow the organization to form a more robust educational experience for future generations. (Unfortunately, not every institution takes Alum feedback seriously, which is a tragic flaw in the current academy. The tendency for selective acceptance of feedback -- or acceptance based on the highest bidder -- needs to change for sustainable progress to be made.)

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4 Follow up and thank

The fourth step is to follow up and thank. Don't leave the conversation hanging or unresolved. Follow up with them to see if they are satisfied with the solutions or alternatives that you offered, or if they have any further questions or concerns. Thank them again for their feedback and involvement, and let them know that you value their relationship and support. Invite them to stay in touch and share their thoughts or suggestions in the future.

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5 Learn and improve

The fifth step is to learn and improve. Don't take negative alumni feedback personally or defensively. Instead, use it as an opportunity to learn and improve your fundraising practices and strategies. Analyze the feedback and identify the common themes or patterns that emerge. Evaluate your strengths and weaknesses, and look for areas where you can improve your performance or processes. Implement changes or improvements based on the feedback, and measure the results or outcomes. Communicate the changes or improvements to your alumni, and show them how their feedback has made a difference.

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6 Engage and retain

The sixth step is to engage and retain. Don't let negative alumni feedback discourage you or deter you from reaching out to them. Instead, use it as an opportunity to engage and retain them as loyal supporters and donors. Show them that you care about their satisfaction and loyalty, and that you are responsive and accountable to their feedback. Provide them with positive and relevant information and updates about your organization and its impact. Recognize and appreciate their contributions and achievements, and celebrate their successes. Invite them to participate in your events and activities, and connect them with other alumni or stakeholders. Build and maintain a strong and lasting relationship with them, and inspire them to continue supporting your cause.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you address negative alumni feedback effectively?

1

2

3

4

5

6

7

1 Listen and empathize

2 Apologize and explain

3 Offer solutions and alternatives

4 Follow up and thank

5 Learn and improve

6 Engage and retain

7 Here’s what else to consider

Fundraising

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How can you address negative alumni feedback effectively?

1

2

3

4

5

6

7

1 Listen and empathize

2 Apologize and explain

3 Offer solutions and alternatives

4 Follow up and thank

5 Learn and improve

6 Engage and retain

7 Here’s what else to consider

Fundraising

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