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BooksDonor Care

Hurry up and Read This Beautiful Book on Caring for Your Donors

Book Review: Donor CARE: How to Keep Donors Coming Back AFTER the First Gift, by John Haydon

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When you read a book, you often get a sense of the author. It’s so much like they’re in the room with you, speaking directly to you. It’s more so with books than with other forms of writing, because writing a book demands so much heart, soul, and mind — it can hardly help but bring the writer to life for you. This effect is even stronger when the author is a good writer.

That’s one reason Donor CARE by John Haydon is such a blessing to have. It’s kind of a way for us to keep John here with us. And it’s not the only reason you should get this book.

As you probably know, we lost John to cancer a few weeks ago. It’s a devastating loss for the whole fundraising community. John was smart, experienced, wise, and kind. His previous books, his blog, and his sessions at conferences helped so many of us become better fundraisers. It’s hard to believe that we will no longer see or hear John Haydon.

Except we have his final book. And Donor CARE is really and truly John Haydon.

The book is built around the acronym CARE that will help you remember what we must do to care for our donors:

Connect: Every human being needs to connect, and that includes donors. This means we must connect by telling great stories that touch their hearts, tell them how their giving makes a difference, and let them know the community they are part of as donors.

Appreciate: Let donors know you appreciate them. Not just their money, but them as people.

Reply: Make sure your donors are in a relationship with your organization — not just a series of transactions. Get back to them — quickly and wonderfully — when they give. Report back on their giving. Create ways to have conversations with them.

Encourage: Treat them well. Let them know how awesome they are. One of the main reasons donors stop giving (and non-donors don’t give in the first place) is that nagging feeling that their donations don’t matter. Your job is to make sure your donors never feel that way.

John really captured the reason donors give, and what that means to us as fundraisers. Check out this brief and insightful explanation:

Donors don’t give because they’re generous. They give because it feels great. And being a hero feels the best. This isn’t just unicorn thinking. It’s a phenomenon that’s hard-wired deeply in the human brain from millions of years of evolution. When you tell donors they can “feed hungry children”, “stop human trafficking” or “give twice the hope”, you make them the hero.

Most important, John makes it clear that donor care starts inside each of us.

Ultimately, CARE is an attitude. CARE is human, it begins with how you feel about your work, and how you feel about your donors.

If you don’t have it in your heart, you can’t really practice donor care! That insight alone is worth the price of the book.

Donor CARE is a practical, deep, and helpful book that will give you a lot to think about — and a lot to do. And it’s heartbreakingly beautiful. You’ll learn a lot about the man and his battle with cancer. You might not expect that from a book about being a better fundraiser, but, believe me, it enriches the book in amazing ways.

And it will enrich you, both as a human being on the journey we’re all on … and as a fundraiser.

Get a copy.

Want real and practical help on keeping your donors by caring for them? Consider one-on-one Coaching with an expert Moceanic Fundraisingologist. To find out more, click here to schedule a FREE advice call with the Fundraisingologist of your choice.

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2 Truths Your Donors Wish You Understood about Direct Mail

I am a Gen Xer. I am not the core target market for direct mail. In my early twenties I had to learn two lessons quickly in order to do my job as a Fundraising Appeal Manager.

Lesson one: The people who respond to direct mail grew up with the post being THE main way people communicated outside of in person

The audience who loves and responds to direct mail the most are the Silent Generation born before 1945 (and we are talking about those born in the last 1920’s to 1945) and the older of the Boomers, so let’s say those born 1946 to the 1950’s.

If you’re younger than that, you no doubt see the mailbox as a container full of bills, catalogues, and other not-so-wanted things.

But a few decades ago, the average person could count on there being personal letters from people they knew in every post. Try to imagine how different it would be to approach the mail knowing you’d be connecting with friends and family — some of them people you haven’t seen in years. The post was a source of precious human connection. And even though it was possible to reach distant people by telephone, it was prohibitively expensive, used mainly for emergencies and very important news, if at all.

You and I approach the mail with little sense that there’s anything good in there, and rarely anything from a real person.

Not most of our donors. They expect good things to come in the mail.

This is why direct mail — which to my imagination seems so unlikely to be at all interesting — can work. And work very well in many cases.

Break free from your sense that the mail is almost entirely boring, annoying, and irrelevant.

Do your best to imagine what it’s like to think of the mail as magical, beautiful, and important.

That’s when you’ll start to succeed in direct mail fundraising.

Lesson two: Direct Mail donors want mail from causes they are connected to and care about

Our core direct mail audience range from their 60s to their 90s. Most don’t work the long hours you and I do. They don’t have the kids’ dinner to scramble together in the evening, along with the household chores, being nice to the significant other, and doing all those work/life balance things we know we should be doing. They have more time.

They also have more life experience. They saw more than any generation before due to their access to radio, TV, phones, print, and later the internet. They have lived through wars, famines, and revolutions. They saw the rise of AIDS. They fought for civil rights and lead the feminist movement.

Every generation tends to believe their own time is the most dramatic and important of all time, but think about it: people who are now older lived through more crisis, danger, and drama than you or I can imagine. They have a strong sense of connection with the world, which comes from their experience. It also comes with age, because changes in brain chemistry increase their sense of connection with the world.

They see and experience their world differently from you and me.

Direct mail may seem to us like irrelevant and unwanted “junk mail.” To a true direct mail donor, it is a chance to change the world!

That’s the reality you’re working in when you work in direct mail.

Learn more about the often-surprising ways we connect with donors by taking our most popular online course, Irresistible Communications for Great Nonprofits. It’s available for members of The Fundraisingology Lab. Check it out.

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4 Ways to Secure That All-Important Second Gift

I met up with a fundraiser — let’s call him Brian — a couple of years ago to talk about the work my team had been doing for their donor acquisition program. The direct mail acquisition was doing really well. Great response, strong average gift, acceptable ROI, in a tough market … I was there to find out why they had decided to do less of it, not more.

Brian was late for the meeting. He had been with his team making welcome calls.

Every single new donor who had provided a phone number received a welcome call. They attempted to get through up to 12 times! They really wanted to connect on those calls.

Turns out the second gift rate of their new donors who were reached with a phone call was higher than those not reached. The value over 12 months was also higher. It wasn’t just the call making the impact, information gathered in the phone calls was impacting … more email addresses captured, giving a wider reach for their multi-channel communications and critically understanding the donors relationship to the cause (a major health issue / killer) was sought and used to personalise subsequent communications.

Brian was prioritising this donor care for new donors. If he recruited even higher volumes of donors, they would not be able to keep up with the calls and do all of their other work.

The best outcome would have been Brian being able to get more budget to staff the welcome calls so he could continue to invest in higher volume acquisition. He couldn’t. But he made the tough decision — and I think this was the right one … better retained and engaged donors for a longer life time over as many donors as possible.

As a follow up to my recent blog, The Most Important Gift from Your Donor – It’s the 2nd, Not the 1st!, I’ve got four evidence-based ideas you should plan to do, after your brilliant first gift acknowledgment (like Brian’s welcome calls), as part of your new donor engagement and second gift conversion strategy.

1. Ask again, quickly, and many times, giving the donor more opportunities to have even more impact.

I have seen many donor communications plans that do not prioritise asking again quickly … I think this comes from the unsubstantiated idea that we need to rest donors after they give. Analysis shows that those most likely to give again are those who have given the most recently. Testing I have run has demonstrated that the sooner you ask, the higher the second gift rate.

2. Focus on what they have demonstrated they care about … not EVERYTHING you do. Ask them to support the same thing they just gave to again.

What did you ask the donor to support? Tell her she supported it. Show her how the thing you are asking her to support now links to what she has shown she cares about. Even better — the best thing to ask for is the same thing she gave to in the first place. The idea that you have to ask the donor to support something different seems to come from an idea that donors need lots of options or that they might get bored with the same thing. The data DOES NOT support this. A donor is far more likely to give to the same thing again than something different.

Many donors work on a 12-month giving cycle … which can stretch out, particularly if the number of opportunities to give again from you is few. If after 12 months of opportunities to give you have not had a response, ask the donor to give to exactly the same thing they gave to in the first place … it works.

3. Offer Monthly Giving.

Monthly Givers are retained at much higher rates than one-off or occasional givers, and new one-off givers are great prospects for Monthly Giving, when asked correctly.

Asking soon, like within 6 to 8 weeks of their first gift, maximises response as the memory of giving and how great it made them feel is still fresh. And don’t give up! Some donors need more time experiencing supporting you to see the value in Monthly Giving.

4. Send them a survey.

A “new donor survey” can be a great engagement tool, and donors who respond are more likely to keep supporting you.

A version of your Supporter Connection Survey can be used for new donors really effectively. If you haven’t already taken our Supporter Connection Survey course, it’s available for members of The Fundraisingology Lab. Check it out.

Acquisition is hard. Make your life easier by planning to get that second gift and to keep those new donors giving from the outset.

Discover how you can connect more with your donors, grow your fundraising income, and master your career. Join The Fundraisingology Lab and you join the thousands of smart fundraisers who are becoming EXTRAORDINARY FUNDRAISERS. Check it out.

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The Most Important Gift from Your Donor – It’s the 2nd, Not the 1st!

I started my working life in customer service, selling women’s shoes. This had two major impacts on my life. 

  1. I have a shoe addiction that appears to be incurable. 
  2. I have always believed that understanding your customer leads to the best possible outcome for both of you.

In my shoes days, my chatty nature allowed for me to get to the heart of most ladies’ shoes desires fairly quickly — and resulted in solid sales for me and happy ladies with new shoes they loved. Over my seven years selling shoes I generated a small following of ladies who returned to me time and again for their shoe-indulging needs. If they came back a second time and sought me out, I knew I would very likely see them again and again and again.  

The same goes for donors, if they come back for a second time, they are much more likely to give again than those who have only done it once.  

One of my first jobs in fundraising was on the phones with an environmental charity taking inbound donation calls. I was blown away by the passion of the donors, how much they knew about the environment, threatened species, and climate change. I found myself learning as much as possible so I could join and understand their enthusiasm and concern. And I naturally found myself focusing on thanking them for their donations, their time, making the effort to call in, for supporting again for supporting for so long, for supporting for the first time.  

I didn’t know that this kind of thanking was not common. And like my shoe days, I ended up with a group of donors I spoke to, or who asked to speak to me, every time they gave. They appreciated my attempts to understand them and what they cared about and my thankful approach. I learnt quickly — because they told me — that lots of other organisations did not thank them in any way. That they weren’t always sure their giving was doing anything. 

These basics still hold true, but now I have the evidence beyond my own anecdotal experience to prove it.  

Thank and engage with a new donor and they are more likely to give again. And someone who gives for the second time is more likely to give again … the first gift is not a commitment, the second one is closer to an indication of ongoing potential. 

So how do we secure a second gift? 

I think it’s important we don’t assume a first gift is a commitment.  

When we solicit a first gift from a new donor, we rarely suggest it’s any form of commitment. In fact, strong first gift asks focus on a single focused offer (see Jeff’s blog on this: How to Make Fundraising Work: Nail the Offer), and as such the expectation we set with prospective new donors is to receive that gift and show the donor that their giving has achieved what we said it would. 

Sean explains this well in his blog: Sorry darling not everyone wants a relationship with you.

“You see, most donors don’t want relationships with you. They gave because they liked the pack/person who signed them up on the street/advert online/Facebook post/friend who did an event. The connection is slight. Casual. Hardly ‘engaged’.” 

Here’s my top tip for securing the second gift: 

Make sure your first-time donors know they have done something meaningful, that they have had the impact you offered them.

Your thank you acknowledgment for their first gift is your first moment of truth. Your first opportunity to engage and influence a potential second gift. Running at the first-time donor with expression of thanks for the “commitment” they’ve made to your organisation … or worse still, throwing a tonne of information about everything you do and welcoming them on board like they have committed to marriage, is not responding to where the first time giver is. 

If you aren’t even sending a thank you or acknowledgment, stop reading here and go address this. It’s the most important thing you will do to improve your donor experience and donor retention.  

Effectively thanking donors for the donations, they make is not a cost — it’s a necessity. It’s good manners, it’s common sense, and it will help you take a step towards being donor-centric (See Jeff’s blog 20 Donor-Centric Things You Can Do to Raise More Money — Now and for Years to Come  for some chat on what donor-centricity is and other things you can do to be more donor-centric).

I’ll put it out there: the majority of first gift acknowledgments are rubbish.  

Why? Because they are generic or purely administrative or not reflective of what the donors did (which was make a gift, in response to some trigger). None of these things make a first-time donor feel like their donation was valued. And even worse, they don’t give an emotional pay back … they don’t show your first-time donor that they have done something important in some specific way. 

An administrative or generic acknowledgment ticks the boxes of being organised and they are unlikely to upset anyone … but they certainly don’t provide compelling, emotional support for the outcome of giving. 

An over-the-top ‘Welcome to Us’ first gift response is likely just confusing and/or overwhelming. This is just information overload, with lots of organisational information unrelated to them, their donation, the impact of their donation, or their motivation for giving the donation. Lots of rational, factual, and organisationally focused information that I guess we create with the belief we are presenting our credibility. Often these packs ‘educate’ or introduce a first-time donor to everything we do. 

Welcome to Save the Snails Fiona, you have joined an organisation that is 45 years old, and doing X, Y and Z to save snails and we are so pleased to have you on board. 

And the donor is thinking, Hey wait a minute, I didn’t join anything. What is happening here?  

Even if you acknowledge what they gave for, this ‘too much, too soon’ approach can obscure the compelling, emotional support for the outcome of giving. 

A really great thank you / acknowledgment should: 

  1. Address the donor personally and correctly. 
  2. Tell her what impactful / life-changing thing she has achieved, personally, by making the donation. Be specific about the impact … this is different from what you are going to spend the money on. Make sure this impactful thing is the impactful thing you solicited the donation for. 
  3. Say thank you … the actual words Thank You. It’s surprising how much effort goes into writing thank you letters that do not say thank you.  
  4. Tell the donor a story or extend the story she responded to. A rescue helicopter charity thanked me for my first donation, made online and unsolicited, by telling me about a young child whose life was recently saved by the rescue helicopter team and thanked me for helping to ensure further missions like that will happen. I was given an emotional reason to feel good about myself for making a donation. I was given a compelling story I could re-tell myself or my family about the impact of my generosity. My giving was treated with the respect it deserved. 

Here are a few common first gift acknowledgments to check to make sure they’re working right: 

  • Website auto response – the response that confirms the donor has made a gift once she makes the final click on the donation form. These are hands-down the most non-personal and uninspiring administrative interactions most charities deliver. If you don’t have control over this part of your web journey, find out who does and engage them to help you. It might cost some money, but it is worth it. 
  • The donation destination on your website. Do the words Thank You appear at all? 
  • Inbound call to your office / supporters service team. Are they trained and supported to have the skills and feel they have the time to be delivering really heartfelt thank yous to everyone who makes a donation? 
  • Inbound call to a phone agency. Have you listened in on their thank yous?
  • Response to a direct mail pack. Are you pumping out a generic, two paragraph note on the combined thank you and receipt piece of paper your database produces? At the very least please make those two paragraphs meet the above criteria, and if they can’t, find a way to include an additional thank you letter with the administrative receipt. The cost and operational hassle are worth it. 

We can help you explore your Donor Service needs and opportunities through our one-to-one Coaching. To find out more and book a free call visit: www.moceanic.com/coaching-plus/ 

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