I’m Sorry, John Doesn’t Work Here

This is the season when most non-profits will begin to think about strategic planning for the new year. One of the key components in any strat plan is a review of what’s going on with stakeholders. But we spend so much time staying in touch, monitoring trends and needs, that we can often forget our stakeholders need to know about us, too.

Sure, we advertise about our programs and services. We invite participation and we want our clients to know what we’re doing. But don’t forget to let clients know what’s changing inside the organization.

Outside of your non-profit’s programs and services, do your clients know your team? If you’ve hired someone new, do you make an announcement? If one of your team goes on maternity leave, do you make another announcement? What about retirement?

We can often forget our stakeholders need to know about us, too.

Last week, at a staff meeting, my team discussed what the next 6 months would look like for us. Here’s the back-story. A year ago, one team member went on leave, so we hired a term replacement. Six months later, another team member announced they would retire at the end of the year. Some budget crunching later, and we’re keeping the term team member to stay on permanently. Everyone is back to work, and we’ve got a staffing overlap, but it is going to allow us some much-needed time for training and transition, and we’ve got things figured out. But that’s all internal, what will our clients wonder when they start to notice the changes, or can’t reach someone they’ve worked with for years? We don’t want our clients to get confused, or worried about services.

Fast forward a bit, and we decided to let our stakeholders know about the changes. Not in a big way, just a simple e-newsletter and a couple social posts. Letting our clients know about the changes, when things will happen, and who to contact if they have questions, helps avoid confusion.

What will our clients wonder when they start to notice the changes, or can’t reach someone they’ve worked with for years?

There’s another benefit to laying this all out to our stakeholders well in advance. It gives our team the opportunity to use the changes as an opening for a conversation. Now they have a little bit of pre-written material they can use to initiate a conversation with a stakeholder. Less awkward cold calling and more friendly updating.

It also gives our clients the opportunity to connect with members of our team. They won’t have to call in to hear someone say, “I’m sorry, John doesn’t work here any longer.” Now clients have lots of time to reach out and say a goodbye to a team member who really matters to them.

Like all relationship, a little extra communication is a good thing.

I hope you’ve found these ideas helpful. If you have a question, please leave a comment, or send me a message. I’d love to help you out. Talk to you soon. 😊

-Christie

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Hi, I'm Christie Saas, former board member, current Executive Director, and non-profit volunteer. I remember well, those early years when I lacked the training, the confidence, and the work-life balance to focus on becoming the best non-profit leader I could be.

Fast-forward past many bumps in the road, lessons learned, and you’ll find me still in the trenches, but a little wiser, a little calmer, and a whole lot happier. I love my work and I want to help you love yours too.

I created ChristieSaas.com to give you tools, tips, and templates to remove the mystery of learning to run a small non-profit. If you’re a brand-new non-profit leader, or a little more seasoned, someone who’s looking to make a meaningful contribution and still have time for a full life away from the job, you’re in the right place.

© Christie Saas 2021 All Rights Reserved

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