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The Knowledgeable Receptionist

Who is taking your holiday donor calls? Does your receptionist have specific information about how donors can help during the holidays? Will potential donors get the information they need ... or the run-around?

Take these precautionary steps to help callers find giving to your Mission a pleasant experience:

* Make sure your reception desk is manned by a knowledgeable, polite and articulate person at all times -- even during evening hours.

* Before the holidays are too far along, meet with staff to designate who will handle what holiday needs and activities. Then, keep the front desk informed.

* Place a list of staff names at the desk so the receptionist can refer callers to the right person without putting them on hold.

* If at all possible, have one person designated to take holiday calls from donors. The person should be equipped with an events calendar, needs list and volunteer information. This helps everyone: the receptionist, other staff, and most importantly, the donor.

* Update the reception desk whenever a change in staff is made. This will help donors avoid wild goose chases and disappointing contacts.

Remember that callers don't know your Mission is going crazy during the holidays. They may draw conclusions about your ministry based on the very first person they talk to: that can be good or bad, depending on the preparations you make in advance.

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