Underground Outpouring
I write these things and when I hear from people, I’m really surprised. Interestingly enough, yesterday’s post sparked a lot of mail to my private email address. It seems everyone has an opinion, but no one wanted to comment in this space for fear of being outed.
To summarize, apparently I hit a nerve - again - with the nonprofit employees’ underground. Well, sure. These are the people who go to work, day after day, for less than the amount peers make in corporate offices, doing the job for the organizations that make for a better quality of life. What often happens is that their bosses (aka boards of directors) mess in their day to day work and pretty much keep the offices from running in a businesslike fashion. Having been in that situation, I get it. Since I’m no longer in that situation, I write about it with a fair amount of impunity, and I do it because sooner or later, maybe some well-meaning board person will see him or herself and shape up accordingly. I am quite the optimist, aren’t I?
I got a lot of chatter from opera-goers. It seems they are still miffed that they don’t have my cheery self to talk to when they call for tickets. I didn’t know I had left such a hole, and I thank them for their kind words. Customer service is getting to be a lost art, but in my book, if a company wants return business, no customer is ever treated badly. Sometimes mistakes are made, and I certainly made my fair share of them. But when a customer calls to yell about that mistake, the fair way of dealing with it is to apologize profusely for the mistake and then bend over backwards to make amends.
It took me two years to return a lady to her subscription seats when someone else gypped her out of them. But I did it, and she was very appreciative of my effort. That’s how to handle customers… she knew what I was up against, and with every increment of progress, I assured her I wasn’t going to be happy until I’d fixed the situation. She believed me when I called her and announced we’d had a bonanza of good fortune. Follow-through is key.
That said, I was asked something very pointed about cost-cutting measures for this non-profit. And I do have a little something that always bugged me. It might not translate into huge savings up front, but it would save on labor, which would be helpful. It has to do with the donor list.
In the opera’s program, the donor list covers a period of 18 months of aggregate giving. It is conceivable that the amount shown is an inflated figure because it likely covers two, or possibly, more contributions for any given donor. Every time a program is printed, that list is revised. It takes a lot of time, and it takes a lot of picky detail work. I suggested doing it once a year and having it printed in the permanent part of the program book. I was told that the donors wouldn’t be happy.
Okay, let’s examine that. According to my correspondents, those who contribute think it’s a good idea because it is a more accurate representation of what donors give in any given annum. If a donor chooses to have his/her name in the program book, then they would be acknowledged for their actual generosity, rather than that of an aggregate period of giving. Also, one of my correspondents said, “The only people who fight to keep that 18 month thing are the people who want everyone else to think they give more than they actually do. It’s an ego thing.” It is hard not to agree with that assessment.
Other organizations do this - make up a list of annual giving for the previous year, and print that for the entire season. It sure simplifies the life of the people at the printer’s and it sure keeps things simple in the office, saving a lot of manhours in compiling and proofing those lists. And I do mean a lot. At one point, I was the only person doing it for the opera, and I was keenly aware of what an error could mean to the company. I was more than careful - I was a raging detail nazi. When I had to deal with the dingbattedness of another person messing up my carefully compiled list, I nearly went over the edge. I had to do the whole thing over in order to correct the boo-boos that were created behind me. Oy!
When the employees have those kinds of responsibilities and take them ever so seriously, the board needs to check their egos at the door and take into consideration that when people sign on to work for sub-industry wages, they are doing it for the love of the job. When they make time-saving suggestions, it isn’t because they are being lazy, it’s because they genuinely want to improve how things are done. A single donor list in a two or three person office is a life-saver and would enable those employees to get more work done. Insisting on an ego-driven 18 month list is self-defeating.
Another complaint I got was that people were unhappy about the location for ticket pick-up. It seems the long lines at the door to Jefferson Center weren’t appreciated. One correspondent said he didn’t like picking up tickets at the box office cage, either, because people got clogged by not realizing those were lines they didn’t need to stand in. It was confusing, he pointed out, and the current location is twice as bad. He suggested returning to tables in the atrium where there is space. (Obviously he is a long time patron to remember that system!)
Another writer commented that it was interesting that when Scott gave his pitch for the arts from the stage, he didn’t actually ask the audience to give generously. I thought he was being polite, but my correspondent said he needed to be direct. I’m on the fence and will allow my readers to chime in, as I am sure you will!
The thing I guess I want to stress to those of you who are unfamiliar with the politics of a working for a non-profit is this: there are some donors and board members who do their thing in ways that are helpful and appreciated by the staff. They do their job of setting policy, check with staff to see how it’s working, and then are big enough to allow staff to make adjustments in order to make policy happen. There are others who don’t have a clue, but they insist on interfering. Some of those are easily managed, and others are people who desperately need to throw their weight around. There are board members who not only are never seen, but never heard from, either. At least not until they want to complain about something… The non-profit staff must find ways of working with all of the above, just like in any other setting. The difference is, you always get some people who like to threaten.
Here it is in a nutshell: “That Isidore Cuspidor won’t _____ (fill in the blank with any stupid or unreasonable demand that has no place in that setting), so he has to be fired or I won’t give any more money.” It isn’t limited to the underlings…there are some other executives around town who have fallen thanks to that sort of petulance. The non-profit employees live under that sort of threat no matter how efficient and dedicated they are to the job. A healthy board will decide that it’s more important to keep good people on the staff than undergo the costly process of dumping someone, finding a replacement and then waiting around while that person learns the job, and learns the quirks of the organization. It’s a penny-wise, pound-foolish board that will bow to the threats of the ever-present few who have a goat on every non-profit staff in town.
The opera had a good opportunity to raise their stock in the community when they moved to the Dumas. They were to be responsible for renting out the auditorium, and would have gotten a cut of the rentals. What they didn’t do was thoroughly define who would do what, and at what cost. What they also failed to take into consideration was that the member/tenants of that building had been given certain assurances by the landlord and had every expectation of them being met. When they cut staff that had experience, contacts and enthusiasm for that opportunity, they cut off their nose to spite their collective face. They thought it was cost-cutting, but in reality it cost them a lot more and in ways they didn’t bother to think through.
Luckily for them, Maestro White has remained above the fray and continues to enjoy a very good relationship with all the involved parties. If he didn’t, heaven only knows, the donor list would be a one-pager! Truth to tell, a few of my correspondents alluded to that, one stated it outright, and another said that they still don’t know or appreciate what they have in him! Needless to say, I loved working for him - he realized I had the ability and the drive to help him carry out his mission, and he was smart enough to capitalize on it. The energy was good, and it helped that he was man enough to admit when something wasn’t working. When his busy career had him out-of-town, it was hard, but we managed.
In many regards, what has happened in that organization is that they have risen to the brink, were about to go to the next level, and then have shot themselves in the foot. Over and over again. This is something one of my readers said, in terms I won’t print because it named names.
So, to those of you who wrote, thanks. To those who have stayed in touch with me, thanks. To those who continue to support the organization, molto grazie. If writing to me helps you vent, then keep them there cards and letters a-comin’, folks! I will do my best to keep your identities secret, because I know you need your jobs!