NonprofitMBA Podcast 1.1: Keeping it Personal As Your Nonprofit Grows
Summary: The Nonprofit MBA’s purpose is to provide new business insights and fresh creative ideas for Executive Directors and their teams that will help them improve their organizations.
How to Keep that Personal, One to One Relationship with the People You Service (Your Customers) As Your Nonprofit Grows.
- She started BFRIN because of something that happened with her loved Aunt when she had breast cancer.
- She noticed that clients were being treated as numbers when her staff was not using the clients’ names.
- Pierrette noticed over time more and more that they had lost touch with the personal side of the nonprofit.
- Pierrette herself noticed that she didn’t know people’s names.
- When her staff knew the client’s name, she felt they went that extra distance for the clients and she also felt that there was a warm feeling.
- Make sure that everyone in the organization knows your customer satisfaction strategy and message.
- Work as a group and make things personal.
- The first step was to make sure you knew people’s names. The next step was that everyone in the organization recognized how important personalization meant to the culture of BFRIN. The third was that everyone is on a team and needed to be cross-trained. Fours were that each client file was exactly alike and included personal information that everyone knew was important.
- They started always doing satisfaction surveys. Started more open-ended questions instead of scale questions.
- They are also meeting with Dr’s and Dr’s are very concerned with doing a good job. BFRIN is really applying the same personal message with educating Dr’s.
- BFRIN and Pierrette like the new personal approach than the numbers game before. The work has come full circle to what it used to be.
- Constantly assess yourself and your employees in their employee reviews. Is customer satisfaction being talking about and evaluated on?
- Customer satisfaction has to start at the top
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About the Guest Pierrette Downer , Founder and Executive Director of BFRIN
Today, I am excited to be speaking with Pierrette Downer , Founder and Executive Director of BFRIN which stands for Being Fitted Right IS Necessary …. Pierrette Graduated Valedictorian from Bartram Academy of Business and Finance in 1994 and has committed herself to the humanities as well as research and implementation initiatives targeting the underserved community for the past 20+ years throughout the Tri-State Area of Pennsylvania, New Jersey and Delaware as it pertains to counseling, breast cancer support as a Certified Mastectomy Fitter as well as through research and statistics projects. During her tenure as Administrator at Temple University Hospital in the Community Development Division for 10+ years, she was successful in procuring and maintaining the CDC’s fiscal sponsor serving the redevelopment of the Tioga-Nicetown area of Philadelphia, Pennsylvania.
In 2008, Ms. Downer, along with her family, established BFRIN, a nonprofit organization which continues to educate breast cancer survivors as well as doctors, therapists and various hospital personnel in underserved communities to understand how adjuvant therapies procure the Survivors need for cosmesis which assists survivors along their breast cancer journey.
Pierrette Welcome to the Nonprofit MBA podcast.
Today, what we are going to discuss is: How to keep that personal, one to one relationship with the people you service (your customers) as your nonprofit grows. It’s an area that Pierrette feels BFRIN excels at and she has taken steps to ensure that the customer experience stays personal
About The Host Stephen Halasnik, Financing Solutions
Stephen Halasnik is the host of the popular, The Nonprofit MBA Podcast. The Nonprofit MBA podcast’s purpose is to help nonprofit leaders. Mr. Halasnik is the Co-founder and Managing Partner of Financing Solutions. Financing Solutions is a leading provider of Lines of Credit to nonprofits and small businesses.
Mr. Halasnik is a graduate of Rutgers University and has an Executive Masters from the MIT Birthing of Giants Entrepreneurship program. Mr. Halasnik is a best selling Amazon author and is considered a leading authority on building great, purpose-driven businesses. Mr. Halasnik lives in New Jersey with his best friend, his wife Gina. Mr. Halasnik’s number one purpose is raising his two boys, Michael and Maxwell, to be good men.
About Financing Solutions Nonprofit Line of Credit
Financing Solutions nonprofit financing product is a great alternative to a traditional bank line of credit because it costs nothing to set up, nothing until used, and when used, is inexpensive. The credit line requires no collateral and no personal guarantees.
Nonprofit Organizations use their line of credit to help with emergencies or opportunities when cash flow is temporarily down (i.e. Payroll funding)
Please feel free to fill out the no-obligation, 2-minute nonprofit line of credit application here. The time to set up a credit line is when you don’t need it so that it is ready to be used, just in case.
Note: Financing Solutions donates 10% of its profits to various nonprofit charities