Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____...
Transcript of Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____...
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Donor Care Master Class
@fundraiserchad
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#donorlove
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Who is this guy?
And why does he think he knows what he’s
talking about?
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career fundraiser
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AGENDA 1) Why Donor Retention Matters 2) 10 Proven Strategies to Boost Donor Retention 3) Exercise: Donor Touch Point Mapping 4) Q&A 5) Break Outs: Creative Stewardship Ideas 6) Sharing & Wrap Up
@fundraiserchad
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@fundraiserchad
SLIDES + RESOURCES
productivefundraising.com/resources
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why donor retention matters
@fundraiserchad
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45% Fundraising Effectiveness Project (FEP) 2018
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Credit: Campbell & Company
the pyramid
WE HAVE TO RETAIN
THEM
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Credit: Domain Group
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Credit: Agents of Good
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Trust that money follows the love.
- John Lepp
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RETENTION > ACQUISTION
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Credit: Bloomerang
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What’s more expensive than thanking donors?
Acquiring them.
- Jen Love
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How do we fix it & change the culture at our nonprofit
organizations?
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10 proven strategies to boost
donor retention
@fundraiserchad
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So, you've got donors, now how are you going to
keep them?
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#1 Identify those donors that are
actually retainable
@fundraiserchad
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transactional vs.
relational donors
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#2 Develop a well-planned donor-centric
communications program
@fundraiserchad
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Let’s look at two examples …
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$3,000 donation from a $100
annual donor
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productivefundraising.com/resources
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productivefundraising.com/resources
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productivefundraising.com/resources
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most effective = immersive
experiences
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#3 Thank promptly
and personally
@fundraiserchad
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the crazy speedy personal thank you
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SUBJECT: Thanks … Thank you so much for your recent donation to (organization)! You will receive a formal gift acknowledgment (for tax purposes) in the mail, but I wanted to personally reach out and thank you as soon as possible. Thank you again for your generous support of (mission)! (your first name) (email signature)
productivefundraising.com/resources
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the (formal) gift acknowledgment
productivefundraising.com/resources
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Barbara
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Thank you again for
your ongoing support!
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We raised We accomplished We met our goal
You made a difference With your help, …
With the support of our donors,
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#4 Thank supporters more than once, and more than one way
@fundraiserchad
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Magee Rehab Hospital Foundation – Jefferson Health - Philadelphia, PA
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"The things that matter the most to donors
don't depend on big budgets or big staff."
- Caoileann Appleby
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Who are you gonna call?
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#5 Call all first time
donors of $100+ & all renewing
donors of $500+
@fundraiserchad
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“Asking a donor why she or he gave a first gift to us
will likely lead to an amazingly revealing
conversation.”
- Ahern & Joyaux (Keep Your Donors)
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call script Hi (donor’s name). I’m _____________ (your name) from ____________ (charity). I’m calling today to thank you for your recent donation. It means so much and we wanted to tell you personally how grateful we are. [pause] If you have just a few seconds, I’d love to know what prompted your gift? [pause] Thank you for taking the time to speak with me today. Have a wonderful day!
productivefundraising.com/resources
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Who is best suited to make these calls?
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#6 Report on impact
@fundraiserchad
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the impact letter
productivefundraising.com/resources
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A thank-you letter reaffirming the difference that their donations
made increased average gifts by 60% without reducing response rate in comparison to a control group of donors who did not
receive this thank-you communication.
- Jen Shang
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@fundraiserchad
#7
THASKING
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Buddy up … make online donations & report back on your
experience.
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#8 Encourage
feedback & complaints
@fundraiserchad
![Page 72: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/72.jpg)
“What could we be doing better?”
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#9 Harness the
power of video
@fundraiserchad
![Page 75: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/75.jpg)
#10 Develop close
relationships with your donors
@fundraiserchad
![Page 76: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/76.jpg)
People give to people that they know, like and trust
People KEEP GIVING to people that they know,
like and trust
![Page 77: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/77.jpg)
But we’re a really small nonprofit … we don’t have the ________ to
do this!!!
![Page 78: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/78.jpg)
Don’t worry about being SMALL, worry about being SILENT.
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@fundraiserchad
questions
productivefundraising.com/resources
![Page 80: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/80.jpg)
The best way to get started …
@fundraiserchad
![Page 81: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/81.jpg)
DONOR TOUCH POINT MAPPING
productivefundraising.com/resources
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![Page 83: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/83.jpg)
![Page 84: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/84.jpg)
Break Out Rooms: Your Creative
Stewardship Ideas
@fundraiserchad
![Page 85: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/85.jpg)
What were the most creative
idea(s) from your break out room?
@fundraiserchad
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![Page 87: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/87.jpg)
![Page 88: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/88.jpg)
![Page 89: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/89.jpg)
![Page 90: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/90.jpg)
keynotes & workshops
![Page 91: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/91.jpg)
![Page 92: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/92.jpg)
further learning
![Page 93: Donor Care Master Class - productivefundraising.com · I’m _____ (your name) from _____ (charity). I’m calling today to thank you for your recent donation. It means so much and](https://reader031.fdocuments.us/reader031/viewer/2022011910/5f7892a105a0fa27293b20e6/html5/thumbnails/93.jpg)
6/17 @ 12pm
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@fundraiserchad
Thank you!
productivefundraising.com/resources