I was fortunate enough to get to stay at the Malmaison Hotel in Newcastle yesterday. These guys know their clients. I was really impressed by this sign in reception. Clearly hotels are places where people come and have business meetings in the reception. Most hotels, or a lot of hotels, make people a little uncomfortable about this. Not Malmaison, they seem to embrace it and encourage it.
Just made me think that we need to try understand the people that come to our organisations and challenge ourselves into thinking…why are they here? If we can answer that question then we can start delivering a better donor experience for them.