Last updated on Jul 14, 2024

Your relationship with a major donor is strained. How can you rebuild trust and salvage the partnership?

When a major donor's trust is compromised, the impact on your fundraising efforts can be significant. Rebuilding that trust is not just about salvaging a single partnership; it's about maintaining the integrity and reputation of your organization. Understanding that donors are more than just a source of funds—they are partners in your mission—is key. They need to feel valued and assured that their contributions are making a difference. If you find yourself navigating this delicate situation, remember that with patience, transparency, and a commitment to repairing the relationship, it's possible to turn things around and continue working towards your shared goals.

1 Acknowledge Issues

Rebuilding trust starts with acknowledging the problem. Reach out to your donor and express your awareness of the strain in your relationship. This isn't about assigning blame; it's about recognizing that something has gone awry and showing your commitment to making things right. Honesty is critical here. If there was a mistake, admit it. If there were misunderstandings, clarify them. This initial step sets the tone for open communication and demonstrates that you value the relationship enough to address issues head-on.

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Candace Harrington

Catalyzing Positive Change in Advancement: Empowering Donors and Teams, Transforming Education, Fostering Inclusivity, and Leading with Curiosity
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This is the most critical step. We seem to live in a culture of fear and forget that we are all human beings who try to do our best for the causes we devote our lives and energies to. The wonderful people who join us philanthropically in this are people too—generous not just with their financial and volunteer resources, but with kindness and empathy. We are partners. Regardless of how much we aim to provide the best possible experience, as we move increasingly to a culture of ‘do more with less’ and reducing overhead, mistakes will happen. The quicker we can transparently share when we have made a misstep and invite the donor into a solution-focused discussion for the good of our shared cause, the more trust and credibility we will have.

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2 Open Dialogue

Once you've acknowledged the issues, it's time to engage in an open dialogue. Invite your donor to share their concerns and listen actively. This isn't just about hearing their words, but also understanding the feelings behind them. Show empathy and patience—this conversation could be tough. It's important that your donor feels heard and that their feedback is taken seriously. Use this opportunity to gain insights into what they expect from the partnership and how you can better align your efforts with their goals.

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Dan Drucker

Champion of Human-Centric Business Interactions that Drive Long-Term Partnerships | Preparing to Empower Those Who Help Others & Announce An Exciting Venture
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Open dialogue requires preparing deep, open ended questions in advance. The questions shouldn't be constructed to get responses that you want to hear. They should be the type that drive the donor to share insights, emotions and potential solutions. This isn't a fact finding mission. It's relationship rebuilding, and conversation is the first step to regaining trust, and ultimately comfort and understanding.

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3 Action Plan

After listening, work with your donor to develop an action plan. This should be a collaborative effort that includes clear steps to address their concerns and prevent similar issues in the future. Be realistic about what you can achieve and set measurable goals. Transparency here is key—your donor should know exactly what to expect and when. By involving them in the planning process, you're not just fixing a problem; you're strengthening the partnership.

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4 Follow Through

The most crucial part of rebuilding trust is following through on your promises. Execute the action plan diligently and keep your donor updated on progress. Timely and consistent communication is essential. If there are setbacks, don't hide them—discuss them openly with your donor and adjust your plan accordingly. Demonstrating accountability and a dedication to continuous improvement will show that you're serious about maintaining a strong, trust-filled relationship.

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Kimberly Bowman

Owner of Exquisite Enterprises Inc.
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One of the reasons I think this is the most crucial part is because here is where you show and prove. Everything up until this point has just been conversation and promises, but now is your opportunity.

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5 Ongoing Engagement

Maintaining trust requires more than just fixing immediate issues; it involves ongoing engagement with your donor. Keep them informed about how their contributions are making an impact. Invite them to events, offer opportunities for them to see their donations at work, and continue to seek their input on future projects. This continuous involvement helps cement their role as a valued partner in your mission, rather than just a source of funds.

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6 Renew Commitment

Finally, renew your commitment to the partnership. This can take the form of a renewed agreement or simply a verbal affirmation of the value you place on their support. Reassure your donor that their contributions are vital to your mission and that you are dedicated to upholding the principles of transparency, accountability, and mutual respect. A reaffirmed commitment can serve as a new foundation upon which to build an even stronger and more productive relationship.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Candace Harrington

Catalyzing Positive Change in Advancement: Empowering Donors and Teams, Transforming Education, Fostering Inclusivity, and Leading with Curiosity
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The focus throughout the process should be on your and your donor's mutual commitment to the overarching goals of the impact of your relationship for the cause and clients you serve. It’s essential to remember that both parties are working towards the same ultimate goal and that shared vision can be a powerful motivator for overcoming challenges and rebuilding trust. For example, during a challenging time, reminding a donor of the significant impact their contributions have had on students’ lives helped refocus our discussions on our shared mission and strengthened our resolve to work together effectively.

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Your relationship with a major donor is strained. How can you rebuild trust and salvage the partnership?

1

2

3

4

5

6

7

1 Acknowledge Issues

2 Open Dialogue

3 Action Plan

4 Follow Through

5 Ongoing Engagement

6 Renew Commitment

7 Here’s what else to consider

Fundraising

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Your relationship with a major donor is strained. How can you rebuild trust and salvage the partnership?

1

2

3

4

5

6

7

1 Acknowledge Issues

2 Open Dialogue

3 Action Plan

4 Follow Through

5 Ongoing Engagement

6 Renew Commitment

7 Here’s what else to consider

Fundraising

Rate this article

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