Simple Service Isn’t Always Measureable {but that doesn’t mean it’s not important}

Recently my boss told those of us on his communications team about a meeting he’d had with a potential donor – someone who has the means to give significant funding to support our organization’s human services work in the community. After glancing at the brochure she’d been handed, the donor slid it back across the table to my boss. “I don’t really need to hear about how you serve,” she said. “I need to hear about how you solve.”

I get it. We like to see “measurable outcomes.” We like statis...