CharityMatters-NZ Articles, Business Giving, Communication, Donor Communication, Donor Support, Email Marketing, Fundraising, Supporter Acquisition, Supporter Retention, Telephone Fundraising, Uncategorized

The Red Pen Challenge

We all write to donors from time to time, we know we need to communicate with them, to keep them informed about what’s happening. But, are we watching how we include them in the messages?

Often messages are full of “I”, “We”, “Us, there’s little use of “You” “Your”.

So here’s a wee test from Marc Pitman – The Fundraising Coach you can do to check your content.

Will you take the Red Pen Challenge?

Do the test and see how you score.

I’d be keen to know your results – share them in the contents below.

CharityMatters-NZ Appeals, Business Giving, Communication, Donor Support, Donors, Fundraising, Opinions, Sponsorship, Supporter Acquisition, Supporter Retention, Uncategorized

Bigger Isn’t Always Best

We’ve all seen them, the oversized cheque used to show how much has been raised or donated. I’ve often wondered about their purpose, especially those used in photo-ops which only show the recipient, ignoring the donor.

And even worse are the cheques that are used repeatedly with the tell-tale sign of previous amounts donated still visible under the new amount.

So after reading the piece from Greg Warner I thought it worthwhile to share what he has said in “Is it time to banish photos of fundraisers and oversized checks?” and Greg’s follow up piece is worth a read too, both I’m sure will get you thinking and wondering if you are doing it right, or if you could change how you use the “oversized cheque”.

I’d be interested to hear your thoughts, are these oversized cheques beneficial, do the ignore the donor, is the cheque about you or your donor?

Leave comments below please.

CharityMatters-NZ Appeals, Charity Sector, Communication, Donor Acquisition, Donor Communication, Donor Retention, Donor Support, Fundraising, Opinions, Regular Giving, Staff Training, Staffing, Supporter Acquisition, Supporter Retention, Telephone Fundraising, Uncategorized

Tele-Fundraising, Big Oops

You may have read the recent news item about how people being called to support an organisation were treated less than would have been “proper”.

I’ve managed several tele-fundraising teams, and as soon as I’ve heard a conversation that was less than ideal, I would pull the person off the phone and have a chat with them about their manner – after all they are representing the organisation, they’re essentially an ambassador for the organisation and every call should leave the recipient feeling good about it.

What’s more, why weren’t the calls referred to in the article picked up by someone who would likely have been doing random call monitoring?

Call monitoring is an important part of tele-fundraising, it helps ensure the right message is being delivered, that the agent is up to date with any new “stories” that can be used, and, yes, it would definitely pick up any agent who was misrepresenting the organisation or being rude to a person they were calling.

As soon as something is picked up, the agent should be pulled off the phone and the issues discussed, perhaps they need some additional training, maybe they have personal issues outside of the workplace they are dealing with; whatever, there should never be any instance where an agent is rude.

I don’t know why this issue wasn’t picked up sooner, it should have been and the organisation has let itself down.

CharityMatters-NZ Appeals, Awareness, Communication, Donor Communication, Donor Retention, Donor Support, Donors, Fundraising, Regular Giving, Supporter Acquisition, Supporter Retention, Uncategorized

QUESTIONS EVERY MAJOR DONOR ASKS THEMSELVES AFTER THEY GIVE

On my way back from Christchurch to Auckland recently I got to talking to a couple seated next to me on the plane. They were intrigued by the book I was reading – Chapter One – we ended up have a good conversation about charity giving and the orgnisations they support.

So, seeing this from Greg Warner at Market Smart, is timely, and it covers exactly what the couple and I were talking about.

3 QUESTIONS EVERY MAJOR DONOR ASKS THEMSELVES AFTER THEY GIVE

  1. “What did they do with my money?”
  2. “Would my money yield more impact if I gave it to another organization?”
  3. “Do they make me feel good or bad?”

 

They said that they often feel some level of concern after making a contribution, mainly around whether the money they have given is going to the right organisation and that it will be used wisely and for the purposes the organisation said they needed support.

Do your donors have confidence in how you are using the support they are giving you, how do you allay any concerns they may have?

CharityMatters-NZ Articles, Campaign, Charity Sector, Communication, Donor Support, Donors, Fundraising, Regular Giving, Supporter Acquisition, Supporter Retention

19 Ideas to Cultivate Your Donors

I came across this article from Veritus Group and thought it worth sharing, some reasonable ideas. Is there anything you would add – or remove?

 

By Richard Perry and Jeff Schreifels July 12, 2017

If there is one area of “moves management” that has never set well with me, it’s the word stewardship. Stewardship is what you are supposed to do with donors after they give you a gift. I don’t like it because it conveys a more passive approach to the relationship with your donor.

For instance, I’ve been working with an MGO who told me, “Oh, that donor is in stewardship mode right now, so I don’t have to worry about them.” Huh? Yes you do. If you’re ever going to ask for another gift, your approach with that donor needs to be strategic, focused and donor-centered.

I like to say that you are always in a cultivation mode with your donors. You’re always trying to build and deepen relationships, while providing opportunities for your donors to invest in your mission. There really is no time to be passive… especially after they have just given you a great gift.

So to give you some ideas this summer, here are 19 ways for you to cultivate your donors:

  1. Research each of your donors and find something unique about them.
  2. Update your donor data system with all of your donor communications, to allow you to know what you’ve done with each donor.
  3. Call three of your donors every day just to thank them for supporting the mission.
  4. Write five handwritten thank-you notes every day to donors on your caseload.
  5. Invite some of your donors to see your programs first-hand.
  6. Ask a donor to help you solve a problem.
  7. Know the hobbies of your donors, and use it to send the donor information about that hobby, telling them that you are thinking of them.
  8. Take your donor to a sporting or cultural event that you have tickets for.
  9. Figure out ways to get donors to see your mission, and arrange for them to have a visit.
  10. Help your donors pass on their giving legacy to their children: recommend ways to talk to their children about giving, along with a good consultant to advise the family about multi-generational giving.
  11. Ask a few of your donors to talk to your board about why they give, and why they love the organization.
  12. While they’re at it, ask your donors to give your Executive Director and board some solid critique of the organization and how it could be better.
  13. Look for connections in your donor portfolio where you could introduce donors to one another. Help your donors network with one another.
  14. Think of ways to foster business relationships between your donors, and arrange for meetings.
  15. Have the CEO or ED call each of your A-level donors at least once a year to thank them for giving.
  16. If you have a relationship with a celebrity or VIP, have that person call your top 10 donors or write a special note thanking them for being involved in your organization.
  17. Look for ways to honor your donors publicly in front of their peers (provided they will like it), and publicize it.
  18. Always acknowledge milestones in each donor’s life.
  19. Arrange for a program person to call your donor and give them a first-hand account of what an impact the donor is making on that program. Tell the donor she is a hero.

There you go – 19 ideas to proactively cultivate your donors so that you will continue to foster and deepen the relationship with them. With 150 donors on your caseload, there is no time to sit back and be passive. Hopefully, these 19 ideas will spark others as well.

Please feel free to share more cultivation ideas with the Passionate Giving community!

Jeff

P.S. – Want to go further? Check out our free white paper on “The Art of Soliciting a Donor.”

CharityMatters-NZ Donor Acquisition, Donor Retention, Donor Support, Donors, Fundraising, Regular Giving, Staff Training, Supporter Acquisition, Supporter Retention, Uncategorized

Donor Remorse

Your income isn’t where it was this time last year, you check donations, look at your donor database and see that you have a number of donors who haven’t given in the latest round of fundraising. Why?

It could be that you have several donors suffering donors remorse. Yes, this is a real thing, it’s akin to buyers remorse; something you’re probably personally aware of (did you really need that new pair of shoes, that new suit or that splurge on single malt whiskey?)

Donors give for a variety of reasons, and they stop giving for a variety of reasons; one reason some stop giving – is – donors remorse; yes it is a real thing.

Maybe you’ve experienced it on a personal level when you have given something, and almost as soon as you have dropped the donation in the bucket or envelope you have a pang of regret – remorse, and question why you did it.

There’s a few reasons for donors remorse, some people experience it after being prompted by a friend to support a cause, a relative was assisted by an organisation and asked you to make a contribution or, perhaps someone you know had a child selling something to raise funds for a school trip.

Donors remorse is a real thing, it’s something though that organisation probably don’t plan for but they should have some way to factor this into their planning. If someone gives today and later “regrets” it; the chances of them staying around and supporting in the future is very unlikely, yet they’ll still expected to by the organisation, the organisation will likely add them to the database, they’ll receive mailers etc – all at an expense to the organisation, with a very very low probability of a second or subsequent donation being made.

Quite likely the amount given initially will be less than what the organisation will expend to get subsequent donations.

Organisations spend considerable time (and money) on donor retention, but when a donor has remorse this expense is wasted. So a way has to be found to make sure the level of donor remorse is minimised.

Don’t be airy fairy in what the donors support will mean, give real examples of how it will make a difference, personalise how their giving will make a difference. If needed and you’re able to use real pictures and real names – “Lucy will have a better chance … “

When people are asked to support a real need has to be given, a picture painted; something that will stick with the donor – you want them to stick with you, so make sure the image you paint sticks with them.

All the training in the world won’t make a difference to how much you can raise – and maintain, if those making the ask are confident, competent and above all using all the tools you have given them.  Monitoring who information is used isn’t prying, it’s an investment, don’t be afraid to use “secret shoppers” – you’ll get real world feedback, not only on how your campaign is going but on how effective those making the ask are doing it and coping.

Are you going to let donor remorse hit your bottom line and impact on year on year giving?

See also Breaking the Silence Around Donor’s Remorse

CharityMatters-NZ Appeals, Donor Support, Fundraising, Regular Giving, Social Media, Supporter Acquisition, Supporter Retention, Uncategorized

Younger Donors, You Need Them

As the population ages organisations need to look beyond their mainstay of donors, the Baby Boomer etc; sorry to say, but this is a dying sector of the donor base.

But, unless organisations are (or rather have) started to work toward attracting younger donors there is a serious risk that organisations will suffer to not only grow, but to continue to do the work they are there for.

Sure, younger people are getting on board and supporting organisations, I’ve seen this, you’ve seen it, but in the main I’d suggest it’s the sexy organisations, not the less attractive ones (this is a perception).

To attract younger supporters organisations need to, yes, I’m telling you what others have been for ages; get savvy with the use of social media, get used to using video, stage events to attract a younger audience (typically millennials won’t want to go to a black tie dinner).

And, change your online presence. Does the website you had built a couple of years ago need an update, come to think of it, when did you last look at how your website looks on new devices – it may look good, readable and usable on your desktop computer; but what does it look and feel like on a handheld device?

Can users quickly and easily make an online donation? If not, you’re missing opportunities; sure there are other apps people can use to make donations to your cause, but why send them to another “site” if you’ve already got them “captured” on your site?

Not sure if you’re site, communication style etc is attractive to a younger audience – that’s easy, invite them to look and give you feedback, get a group of younger people together to talk about what you need to do to attract their age group; not just your look and feel, but your overall message and mission.

You’ve nothing to lose – oh, yes you do, you run the risk of your donors dying off and no new donors to fill their shoes.

See also

Young people need to be nurtured and encouraged

Teach children the importance of giving

CharityMatters-NZ Charity Sector, Donor Communication, Donor Support, Donors, Fundraising, Governance, Opinions, Sector news, Supporter Retention

More Reason for Transperancy

​Seeing the item in the NZ Herald about the Halberg Trust  just reinforces that even more transperancy is needing in the charity sector.

There’s no denying that the amount of money raised, versus amounts distrubuted, used, will be different – there will be operational costs. 

But when people see high operational costs versus distributions they will be concerned, ask questions and want answers; real answers not just some lip service.

It’s time, nah, it’s long overdue for organisations to be more open about their income v expenditures, they can’t simply leave it until people ask questions; all this does is raise more quesions, not only of the organisation concerned, but of the sector as a whole.

CharityMatters-NZ Appeals, Campaign, Communication, Donor Communication, Donor Support, Email Marketing, Emails, Fundraising, Supporter Retention

Email Marketing, Be on Point

We all get them, emails, email updates, simple to the point outlining what an organisation has been doing; then we get the solicitation emails – love them or hate them, they’re a fact of life and we have to accept that when we subscribe we will get them.

As an organisation, you’re relient more and more on emails as a means of communication, simply as it is cheaper than postal updates and appeals.

What is important is that you address them correctly, do you know how your subscribers/donors like to be addressed? Mrs/Ms/Mr, or is it ok to simply use their first name?

But, first off – The Subject Line is an all important part of an email – get this wrong and more will be sent direct to the bin – deleted, with all your hardwork wasted.

Have a read of what Michael Rosen says, yes, it’s in American speak, but he makes sense and has good points and, pointers on how you might get a better readership and response if you take time to plan what you want to send your subscribers and donors.

Click here and read

What are you doing with your email and DM campaigns, are you targetting everyone on your database or are you segmenting it to those who want updates and donors as two separate categories?

Are you further segmenting it to send something different to those who have given recently?

CharityMatters-NZ Articles, Donor Communication, Donor Support, Donors, Fundraising, Reading, Supporter Retention

Not an ATM

I’ve used the phrase quite a bit … your donor is not an ATM, or similar. To receive a link to an article by Marc Pitman ”I’m not your ATM” was timely.

Have a read of what Marc says:

I’m not your ATM

As the economy continues to falter (or barely grow), we need people’s donations more than ever. But if we operate from a place of “need,” we can start sounding like we think we’re entitled to people’s money.

We never are.

So it’s more important than ever that you have your donor relations system in hand.

Here are some things to be thinking about as you review your plan.

Send acknowledgements quickly

Time after time, bloggers report making 10 donations at the end of the year and only getting 3 acknowledgements.

Don’t let this be you.

Best practice is to get those out within 24 to 48 hours. Some nonprofits aim for a week, allowing them to dedicate one day for receipting.

Just get them out.

Have a stewardship system decided in advance

Acknowledgements are expected. Stewardship is much more. Here are some things I help clients consider:

What level gifts get a handwritten note from the development director? The ED? The board chair?What level gifts get a phone call from the development director? The ED? The board chair?Do you have board members or staff do a thankathon?

These should all be spelled out so that, for instance, the ED can have a list of $1000 donors to call each week.

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