A donor writes a letter to the president of the organization. It's an articulate critique of what the donor dislikes about their fundraising: It's simplistic, repetitious, and emotional. What do you do? What do you say? We read an actual letter from a real donor and talk through the right -- and wrong -- response. There's a disastrously bad response that many organizations make to letters like this. There's also an affirming, correct, and revenue-enhancing response.