"During my tenure as Donor Relations Associate, I have had a handful of experiences in which donors expressed dissatisfaction with the timeliness of acknowledging gifts of any size. During especially busy times of the year, acknowledgments slow down a bit, particularly at smaller nonprofits like the one I worked for. However, I always explained the specific reasons why acknowledgments were slow and provided an estimate of when to expect them. Later, I developed a new procedure to provide a quick courtesy call acknowledging the gift and letting the donor know the letter will arrive soon."

"On Thanksgiving Day, my organization operates a special soup kitchen, and we open the opportunity to volunteers. Since this is a popular event, spaces fill up quickly, and we offer priority to our top donors who have expressed interest in attending. Two years ago, the event coordinator failed to reserve a spot for one of our most generous donors. When she arrived, she was told by a volunteer at the check-in station that there was no more space for her. I was working at the next station and overheard the conversation. I knew the donor, and I hurried over to apologize. I offered her the chance to greet guests at the door and direct them to the dining room area. She was pleased with this and said she liked being able to do something different than she normally did at that event."

Share what you did to resolve the situation and ultimately ensure the donor's satisfaction. If you have never had this experience, imagine what it would be like and explain what you would do to make the donor happy.