Archive for April, 2008

The Good Samaritan and “Performance Measurement”

Posted on April 26, 2008. Filed under: Leadership, Non-profits |

The Good Samaritan & “Performance Measurement”
by Bill Huddleston

Currently, there’s a lot of hype in the world about being “results oriented” and the culture of “performance management” has seeped its way into almost every realm of American life, including business, government and now, the non-profit world as well.

Well, why shouldn’t it? Doesn’t it sound like it’s the only way to be, after all, who could be “against results” or against “performance measurement.” It sounds great, but like the question, “When did you stop beating your wife (or husband)?” it sets the stage in an extremely negative, and skewed fashion.

Let’s use a historical example, the story of the good Samaritan from the Bible is one that I believe is so widely known that it qualifies as a societal story, not just a religious one.

To recap, in the parable a traveler is robbed, beaten, stripped of his clothes and left for dead. Two different people walk by, leaving the robbery victim alone. Then a man from Samaria (the Good Samaritan) comes upon the man, and even though the two different groups hated each other, he stops to render aid. The Samaritan takes pity on the victim, bandages him, pours oil and wine on his wounds, then puts the victim on his donkey and takes him to an inn and takes care of him. The next day, the Good Samaritan gives the innkeeper two dineri (this was about a month’s earnings at the time) and tells the innkeeper, “Look after him, and when I return I will reimburse you for any extra expense you have.” (The story is from Luke 10:29-35).

Now let’s apply modern performance measurement and outcome techniques to this story.
With 2000 years of history the story still resonates, how many people have been helped because someone remembered the story of the Good Samaritan and acted in a way that was not perhaps their first impulse? We will never know, and to the performance management crowd, this incident would be recorded today as “too expensive” and “ineffective” – after all, the Samaritan only helped one person. We don’t know if the Samaritan ever came back and paid those extra expenses, and it was a month’s earnings to help just this one person.

It would also received the rating of : “Results Not Demonstrated” – we don’t know if the victim ever recovered, was permanently injured, or had mental impairment due to his injuries. All we know is that he had the crap beat out of him, multiple people walked by, until the “unclean” Samaritan stopped to help.

According to the performance measurement tools, the Good Samaritan “program” was a failure and had no impact.

I think not.

Copyright Bill Huddleston, All rights reserved.

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Pet Peeve – Contact Us? – We’re not really interested in you.

Posted on April 11, 2008. Filed under: Customer Service, Fundraising, Non-profits |

On Seth Godin’s blog ( the other day (April 9th) he had a post about poor telephone service by organizations — that incoming call is from a prospect who’s interested enough in your organization to call you — unlike spending time and dollars to find qualified leads, yet many organizations treat this as an irritant — not as the opportunity to make a good first impression and to begin to create a ongoing relationship.

A pet peeve of mine are the organizations (both businesses and non-profits) that loudly proclaim that communication is one of their key values, they want to be responsive to their customers, clients and potential donors but then they make it impossible for you to contact them directly.

I’m talking about small organizations that proudly list their key staff, their mission statement, their dedication to service and then the only e-mail address provided is “” I don’t know about you, but I don’t really like sending in a detailed question, suggestion or invitation just to “info@.” I’m not talking about gigantic organizations like AARP or GE, I don’t expect to get their CEO’s direct e-mail address, but come on, for a 10-20 person organization, make it easy to contact the right person. Some times my issues would properly go to the CEO, and sometimes it’s the Director of Training, but don’t make it impossible to reach your key staff.

It’s fine for them to put the contact information as JaneDoe AT name DOT com to foil the bots, but don’t make it impossible for potential donors, customers, volunteers or partners to reach you.

Tip: Have someone you know, but doesn’t know your organization or sector well, look at your website and ask them if they were trying to contact your key staff, could they easily find it on the website?

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