Nonprofits - Are You Listening??
I used to work in the for-profit sector as a banker and as a publisher of a business newspaper. It was customary for us to regularly conduct focus groups or surveys of our customers to find out what they were thinking about our product or services. Based upon this input, we would redesign our products to offer improved services to our customers.
In my opinion, the nonprofit world does not seek input from our clients often enough. We assume we know what is best for them. Based upon our assumptions, work experience and academic training we design programs that hopefully can be funded that meet the needs of our clients.
Two weeks ago HCF held a retreat where we invited uninsured and undeserved individuals to join board members and community leaders to participate in discussions about the future direction of this foundation. With all due respect to everyone who attended, the most insightful comments that I heard came from the consumers. This should not be surprising to me, but it was.
At the end of our day long retreat several consumers thanked me for inviting them to our board retreat and one very articulate and proud lady -- with a tear in her eye --told me that this is the first time she has ever been asked about what could be done to improve her health delivery system. She was touched with how she was treated -- not judged -- and how respectful the rest of the conference participants were to her.
It is amazing how much we can learn if we simply listen to our clients.
In my opinion, the nonprofit world does not seek input from our clients often enough. We assume we know what is best for them. Based upon our assumptions, work experience and academic training we design programs that hopefully can be funded that meet the needs of our clients.
Two weeks ago HCF held a retreat where we invited uninsured and undeserved individuals to join board members and community leaders to participate in discussions about the future direction of this foundation. With all due respect to everyone who attended, the most insightful comments that I heard came from the consumers. This should not be surprising to me, but it was.
At the end of our day long retreat several consumers thanked me for inviting them to our board retreat and one very articulate and proud lady -- with a tear in her eye --told me that this is the first time she has ever been asked about what could be done to improve her health delivery system. She was touched with how she was treated -- not judged -- and how respectful the rest of the conference participants were to her.
It is amazing how much we can learn if we simply listen to our clients.
About Me
Steve Roling
President/CEO
Steve Roling is the President/CEO of the Health Care Foundation of Greater Kansas City. Each week he blogs about issues that inspire him as we work toward eliminating barriers to quality health.
Comments
Great Blog Steve. Hopefully nonprofits that directly serve clients are constantly getting client feedback to provide better service to the cliental they are serving, however, I agree that feedback from clients is often at the bottom of the list of priorities, and it is a HUGE challenge to get accurate feedback. As a direct service provider, I find that clients are hesitant to be totally honest about the services I provide; they are more likely to agree with me because I am providing them free services. My department is currently working on a project for a third party to gather feedback from the clients I serve. Not only will it be helpful for funders to know who we are serving and to truly understand the severity of the struggle of people living in poverty, but I will be able to do my job better, because I will really know what my clients need from me. I commend you for finding innovative ways to serve this community and attempting to listen to the client/ consumer who are hands down the experts.
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