I started the management diploma this week. The first module is about meeting customer and quality management. I had no idea that all the time and effort we had put into donor retention, was actually quality management and that we have simply created a benchmark for quality within the organisation.

A key thing I have learnt so far is that whatever you or your organisation does, make sure that there is a quality finish and standard to it. Allow yourself to be really proud of the work you do. Smaller charities have the ability to inspire real confidence in their supporters because we can deliver a quality service that stays true to the core aims and objectives of our organisations. Working in a small team, really close to the ground, you can see and hear first hand how your fundraising efforts are making a difference. When you have the really bad days, make time to speak to a stakeholder or read your Annual Review and feel proud that your hard work has had an impact.

Set the standards for quality at the right level by asking your stakeholders (eg donors) what they expect, look at what your bigger ‘rivals’ are doing, then set your own personal standards a little higher. I guarantee that generating that quality benchmark will bring results.