Let me first say – I have the greatest respect and admiration for Charity: Water. Their business model, their passion and their commitment to what they do – and of course their entrepreneurial spirit – are infectious.
Most nonprofits have really missed the boat in terms of customer (donor) service.
Many retailers and service organizations believe the “customer is always right“ but very few companies actually practice what they preach. Exemplary customer service, like one might receive at a Nordstrom store for instance, is incredibly elusive because it costs money, takes lots of training, and most of all, it takes commitment on the part of leadership and the employees.