If you can answer the mission question about what you really do, you have already begun to answer the question about who your customer really is.

It may begin with the question of who uses your products or services, or behind that, who it is that influences the using of your products or services. Who? The answer is not as easy as it sounds. In a publicly supported nonprofit, it is often the donor who helps pay the bills. That may well be different than who the client is. A retired couple may value building character into the lives of young people. So they write a donation check. But it is a boy and girl who benefits from the programs they support. Peter Drucker wrote that “The manufacturers of branded consumer goods always have two customers at the very least: the housewife and the grocer. It does not do much good to have the housewife eager to buy if the grocer does not stock the brand. ….To satisfy only one of these customers without satisfying the other means that there is no performance.”

Who is your customer? Or who are your customers, two or maybe even more?

Go ahead, think deeply, and make your list.

And once you do, are you getting your message out to all of them?

If you would like to get a better handle on governance, I simply offer a shameless plug for my book, Board Essentials: 12 Best Practices of Board Governance. A friend who chairs both a corporate and a nonprofit board suggests it as a great primer.

Board Essentials Book

And for more information visit www.boardtrekconsulting.com

cropped-wordpress-header.jpgBoard Governance and Management Consulting



About Dave Coleman

Dave Coleman Principal / Consultant Phone: 253-237-4118 After many years of nonprofit leadership and the privilege of getting to know hundreds of organizations through my work with the M. J. Murdock Charitable Trust, I am pleased to offer my services to you at BoardTrek Nonprofit Consulting. Our small Pacific Northwest based company is focused on helping guide nonprofit organizations and their leaders into the future by offering our services in board governance, strategic planning, leadership development and organizational change. Always feel free to contact me with your thoughts and questions.
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