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Why Knowing the Difference Between HM and HRH Matters to Donors

I received an important reminder the other day that small details matter and wanted to share the experience.

We've recently sent a mailing looking back over our past 90 years and celebrating the achievements our donors have made possible.  Unfortunately, the leaflet we enclosed (after sending personalised cover letters) contained a mistake.

I called Her Majesty Queen Elizabeth The Queen Mother, Her Royal Highness (based on her original title of HRH The Duchess of York) by mistake.  A small detail and something no donor would pick up on surely?

Wrong.

I received a strongly worded, two sided, handwritten letter from a donor pointing out the mistake, lamenting the standard of education and bemoaning the lack of respect for the Royal Family.

An over-reaction? 

Possibly, but to this particular donor getting the correct title was really important and they were disappointed to see a charity that they have supported for a long time getting a basic detail wrong.

As Alison points out in a recent post, it's so easy to spend time getting the big picture stuff right, but if you get the basics wrong then the donor is not going to appreciate the other efforts.

I've written a contrite apology to the donor, asking forgiveness and offering to visit and show them some of the photos and letters we have in our archive from the Royal Family over the years.  Hopefully they will be in a forgiving mood and I won't be sent to the Tower!

 

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