Reignite your fundraising: donor communications

Whenever I am at a conference or meetings about fundraising and non-profit development, donor communications is always a topic. Great ideas and solutions are shared and everyone seems to leave with a list of initiatives they will work on when they get back to their organization.

And then everyone gets busy. Many of those wonderful ideas are left as notes and don't become reality.

As we reignite our fundraising, here are two opportunities:

First, consider that simply thanking a donor isn't enough if you want to build a relationship with them and create a long-term desire to support your organization. Actions you can take include a phone call to your donor upon receiving a donation; adding a personal note on the thank you letter (and please sign the letter, don't use a stamped signature!); ask you CEO or a board member to follow up with a phone call to thank. Then, you can really take the relationship to another level by letting them know how you spent their donation!

Yes, a few months after their donation let them know how you spent it. That makes all of the difference in the world to your donor.

Second, create a very personal communication between you and a group of your donors. Mine is a monthly impact email I send to major donors. Directly from me to them, very short, containing information that lets them know how their giving impacts our mission. This has been very well received by donors and has allowed me to engage them on a higher level.

Don't let the communication stop there. Check in every once in a while. Ensure that the only time you are speaking with them is not when asking them to consider their next donation.

More ideas to come!

Thanks for reading!

Individual giving - thanking donors

When boards and non-profit leadership talk about fundraising, individual donors are typically, and easily, talked around or even not thought about. Meanwhile, so many of us have donor retention rates under 40% and direct mail response rates are under three percent. I can see why many in our world don't see the intense value of individual donors, or even think that there is a way to increase the amount of individual giving for their non-profit.

Although I subscribe to the philosophy of donor-centered giving, I'm not even writing about that. I think many non-profits have a lot of work to do even before they start working within the ideas of being donor-centered.

Here's an example. A few months ago I attended a luncheon that was a fundraiser for a popular LA-based non-profit. It was my first time attending one of the events and I was blown away by what they presented, so much so that I made a donation.

First donation to them ever. I felt so good about being part of their incredible impact.

Time when by and one day we received their newsletter. It reminded me that I hadn't received a thank you letter or a tax letter yet. 

More time went by, and six weeks after I made the donation I received my thank you/tax letter.

Six weeks! Seriously? I couldn't believe it.

Even though I am now on their mailing list, I don't feel any more a part of them as I did before I made the donation.

I like what we do at the non-profit I fundraise for. Once we see a donation we call the donor to thank them. This happens within 24 hours of receiving the donation. Then a thank-you letter goes out within three days. Three days is the absolute latest it will go out, that's our goal. It doesn't mean that we don't do all we can to get the letter out earlier.

Individual giving can change your mission and impact. It's much more sustainable than corporate giving and even foundation giving. Growing your donor relationships will be totally worth your while. You can start by thanking them.

Thanks for reading.

Time to reignite your fundraising?

I've presented conference sessions called "Reignite your fundraising" and love engaging with other fundraisers and development peers about my ideas regarding what we can do to take our fundraising to another level.

Before, I begin, it's important to note that although the title of this post if about reigniting your fundraising, all of this starts with you.

I recently ran into a donor who was volunteering at our office. I shouldn't say "ran into", as I heard her voice and immediately got up and went to greet her. I was ecstatic to see her and thanked her for a recent generous donation.  Of course that wasn't the first time I thanked her as I called her the day of the donation and then sent a thank you letter. Nonetheless it was my excitement in seeing her that made her day.

"The person before you didn't even know my name. Every time he saw me I had to re-introduce myself."

Reigniting your fundraising will only work if you are on board, if you have endless energy and passion for your cause, and if you are willing to be the main cheerleader.

Let's start.

My first idea is to respond to a donor email with a phone call.  You will surprise them, and your relationship with them will be stronger. In other words, you are investing in the donor relationship. Building these relationships is key in reigniting your fundraising. Try it.

Speaking of the phone, I suggest getting used to using it. Email doesn't show emotion. A donor can't hear your excitement over email. So call them. Once you see their donation pick up the phone. It changes everything.

Another reason to use the phone more and email less is that, especially in huge cities like Los Angeles where I live, face to face meetings with donors don't happen as often. The phone call brings at least a little bit of a personal touch to the relationship.

More to come.

Thanks for reading

Pick up the phone!

It's so easy.

In donor-centered fundraising, it's crucial.

Every day I try to respond to emails by picking up the phone and calling the person who just emailed me. They are usually happily surprised.

Then we get to talk. How is their day? How are we doing in our programs?  Yes, our Gala was incredible. Our relationship just got stronger.

Calls don't have to be reserved for donors. Call your vendors too. Build relationships everywhere you can. Your development and marketing efforts can only get stronger because of them.

Plus, in some cases, who will make someones day.

It's easy. Just pick up the phone.

Thank you for reading!

Losing a donor

Let's face it, if you are a development and fundraising professional who is hugely passionate for the work your non-profit agency does, losing a donor can be heart breaking.

I remember getting an email from a donor who I had been trying to connect with. Being new, I had only met them once while they were in the office, and it was a great conversation.

I had no idea that while I planned meetings with them, trouble was brewing.

While none of my emails were being returned, a decision was being made to not donate again.

Not because of anything program wise or due to any lack of program work. When I finally heard from them, it was a simple email about a challenge in their perception on some things the agency was doing with staffing. I say perception because for the agency and those served, the changes were great. This donor perceived them to be negative. And because of this they would not donate again.

I of course looked in the mirror. After a lot of time going back and forth in my head, I realized I had done everything right in regards to my profession. There was nothing I could do.

The breaking up email was sent to me and our CEO. At least I was included. My response was thanking them for the honest feedback, and letting them know that the voiceless and invisible population we serve needs them, so to please connect with me if anything ever changed.

Being one of the most positive people I know, I feel they will come back one day. They haven't yet. I will check in once in a while with a personal note.

I allowed myself time to be disappointed and then I jumped right back into being as strong of a development person as I could be, focusing my eyes on the prize and constantly working to ensure the donors that sustain our work always feel in positive relationship with us, to the extent that I have control over that.

Thank you for reading.

Tips for the fundraising professional's job search

I am on day 14 in Los Angeles.

A quick personal note (which I try to stay away from on my fundraising blog): We moved here after years of wanting to be in southern California for the warmer climate, the culture, the food and of course to be able to surf more often!

Being a fundraising professional on a job search in a city where nobody has ever heard of you isn't an easy task. Yet for some amazing reason I have had the chance to interview for some pretty incredible non-profits doing life-changing work in the Los Angeles area.

I wanted to pass along a few tips I do during the job process here. Some of these I realize are just :

Do not be in a hurry.

Get very comfortable with working with recruiting firms, especially ones who don't necessarily show that much respect for fundraising professionals or non-profit professionals as a whole.

Focus on getting in front of those who would actually hire you. This means rocking it through the recruiters.

As with any job, write an eye-opening cover letter specific to the position. Remember that you want to get in front of the person who will actually decide to hire you.

Be early to your interview.

Study the budget before the interview. For fundraisers this is crucial.

Don't promise the world. Focus on your past experiences and successes.

Dress for success.

Have a list of seven professional references that includes folks who you have reported to, who have reported to you, board members and professional contacts.

I think that's a good start!

Thanks for reading!

Making the move to Los Angeles!

My family and I have decided to follow our many-year dream and move to southern California. We will be living in the suburbs east of Los Angeles.

Leaving Urban Peak is tough. This is truly the most remarkable organization I have ever been a part of. On a daily basis we serve youth with nothing, youth who have been discarded and who in many ceases society has simply failed. The successes at Urban Peak to show youth that they are cared about and can rock it in life no matter what has happened to them is truly mind blowing.

I will be at Urban Peak through early July then we will pack up the U-Haul and head west.

I have begun the search for a development position at an agency serving those most people would not like to think about and rocking their mission. There seems to be an endless list of those types of organizations in LA and I am looking forward to getting to know many of them.

After a little beach time and getting to know our new surroundings I will be all set to rock it for those with nothing and hopefully become a part of another truly amazing non-profit.

If you are in the LA area I would love to meet you.

If you know of any amazing opportunities at non-profits in the LA area please let me know. My email is fundraisingdan@gmail.com

Thanks for reading!

January fundraising

Yes, I am aware that January is almost over! My has it flown by. I still think it's relative for fundraisers to talk about making January an awesome month.

As a fundraiser, January has always been an interesting month. In most of my positions I have breathed a sigh of relief in early January or been devastated by a failed end of year effort. In some cases I have been able to create a quite strong fundraising month in January based on rigorous efforts and relationship-building in December.

At my current agency we run a fiscal year that goes from October to September. No craziness in December as far as making budget but we still rock it due to it being an important month of giving for our donors.

So what do we do in January? Regardless of whether this is the start of your fiscal year or in the middle, all of these suggestions could help:

Make sure every donor from December has been thanked.

Make sure all of your recurring monthly donors have a received a letter telling them the total amount of their giving for the past year.

Personally call all of your major donors and thank them for donating last year.

(At this point you might be seeing a pattern. Basically, are you in relationship with your donors, do they know that, and are you in a position to continue that relationship this year.)

Send a year-end review to your Board of Directors. Let them know five or six highlights of the past year and a couple of things that surprised you.

If this is something that you can do, send the same type of email to the entire staff.

Meet individually with your team members and talk about how you want to rock it with them in the next couple of months. Be prepared.

Learning. Yes, most of us have a lot to learn. Hold a training for your team.Go to a training. Create a "101" for folks you lead.

Finally, it's important to not give up on lapsed donors from last year. You've run the numbers and you see that your donor retention rate was not that good. Just because you are in a new year doesn't mean you need (or should) give up. Create a plan to engage with those donors.

Let's make January an incredible month!

Thanks for reading!

Take a walk! With a donor!

Every year The Community First Foundation sponsors Colorado Gives Day, an online giving day created to increase giving in Colorado to local non-profits. Typically the second Tuesday in December, this day of giving has completely exploded into a $20 million + fundraising day for Colorado non-profits.

Each year I like to ride the coat tails of this day and have some sort of event. This past December we planned #WalktheBlock, a 24-hour walk to shine a light on youth homelessness through walking. We partnered with Saint John's Cathedral and for 24 hours walked around the Cathedral. We had a RV supplied from a donor, had lots of food and drink donated, and for 24 hours we walked, talked, laughed, visited and most importantly, got people thinking about homeless youth.

I was surprised by how many of our donors swung by to walk a few blocks. Some called ahead and asked if we needed anything, others showed up with food and drink. It was certainly an amazing day for us and for the youth we serve.

Something that I was not expecting happened. With so many donors coming by I had the chance to take a walk with many of them. Some walked for five blocks while others walked for longer. Each time I walked with a donor I finished feeling like our relationship had just been catapulted to another dimension.

It didn't matter what we talked about. It could have been about why we were walking or how the day was going. Many times it was about their day, their family, something personal about them.

And I learned. So much more about them than I could have ever possibly learned from a phone call, a site tour, or seeing them at a special event.

We had many successes that day. Learning so much more about so many of our donors certainly was on the top of the list.

Take a walk with a donor. Listen. Let them talk.

Thanks for reading!

How much have I given?

This week I excitedly sent our annual giving letters to donors.

What?

Donors are busy. Their job is not to keep track of how much they are giving and when they gave. That's my job.

We start with those who donate monthly. When those donors set up a monthly donation, we ask them if it's OK that we send them an annual thank you letter as opposed to a monthly one. They love that, mainly because it saves time and money for us. So in the first week of January we send out those letters.

Then we go to our list of donors who have made multiple donations, or have donated a cash gift and perhaps attended an event. The letter spells out the tax deductibility of the event donation and includes any other cash donations, and of course the dates of the donation.

These letters help us, and the youth we serve, in so many ways.

We are not asking for a donation.

We are making a touch.

We are letting our donors know about their giving, which may or may not surprise them. I find that doing these letters adds to an increase in gift amount. It also helps in a decrease of lapsed donors. How many times have you met or spoken with a donor and their response to you telling them their last gift date is one of shock? Time flies, not only for your but also for your donors.

It's up to us as fundraisers to communicate with our donors and to support them in any way we can. Hopefully you are in good relationship with your donors and yearend giving letters will not be a surprise or something that they are not aware of!

Thanks for reading!

An awesome fundraising team

I think about this often.

As a fundraising professional.

As a leader of a team of fundraising professionals.

As a person who is responsible for raising funds so program people can do their jobs.

As a human being who is completely passionate about making positive change in the world and intensely passionate for the mission of the agency I fundraise for.

What makes an awesome fundraising team?

Several things:

People who give a shit about the mission.
People who have some sense of a work ethic.
People who aren't afraid to talk about the mission.
People who aren't afraid to build relationships.
People who aren't afraid to make a financial ask.
People who realize there is no box.
People who care about more than just themselves.
People who are creative.
People who can listen.
People who have the ability to set their own personal ego aside.
People who can lead if their in a leading position and who can mange if they are in a managing position.

This is a start.

We as fundraisers are changing the world. Our success makes a difference in whether or not the program folks can do their job, which in our case is saving and changing lives.

An awesome development/fundraising team is vital.

Thanks for reading.

A short video

I have been using video a lot ever since buying an I phone two years ago. It's a wonderful way to get a message out quickly and also an incredibly creative way to thank donors.

Today, with the frigid weather in Denver, I decided to make a video asking folks to donate to any agency that serves the homeless.

As my videos go, it is timely, informative, asks folks to take an action, and short.

I decided to make this particular video as I know so many agencies that serve the homeless were taken by surprise with the crazy winter weather that is affecting a good part of country.

Do you use video? Check it out and give it a try.

Thanks for reading. And for watching.

Donor relationships

I have said many times that I love the "R" word, meaning that I love the word "relationship".

It is a word that too often is overlooked by fundraisers and professionals in philanthropy.

And that really needs to stop.

If you are passionate about your organization's mission, get into solid relationship with your donors.

If you want to rock your budget, build relationships with your donors.

If you want to build a source of revenue that that your organization can count on, make sure your donors know that you care about them.

How does one go about this?

Call them. That's right. Next time you get an email from a donor asking a question, call them with the response.

Invite them on a tour of your facilities.

Email them a video thank you note.

Send a personal note.

Send them an impact report, or annual report. When we send these out we add a big "Thank you" on the back with signatures of our team.

These are just a few ideas of many. Start here and I assure you your relationships with donors will change.

Thanks for reading!

Where is non-profit leadership?

As someone who has been in the non-profit world for some time, and who loves it, there is something that is clearly missing from our community.

Leadership.

Not management. Or micro management.

Just good, inspiring leadership.

And before someone in a leadership role gets a little angry with me, I am writing about all levels of leadership, including my area, fundraising.

I am writing as a fundraiser and as a donor.

Recently one of our donors was sharing with me their experience with another non-profits Executive Director as well as their Vice President of Development. The words she used to describe them were arrogant, not mission embracing and not interested in their donors.

Whew.

I'm not surprised. I have been asked several times by peers a question that makes me ponder: How do you have time to call your donors? They had not called a donor in months. The number one reason why? Time. As a donor, I don't like hearing that. As a fundraiser, my time is best spent building relationships with donors, including calls.

What I love seeing in ED's, non-profit CEO's and Development executives is what I love seeing in anyone who cares about the mission of a non-profit: Prefers to spend more time leading than managing; understands how vital it is for them to fundraise and build the brand; allows their staff to rock it with what they were hired to do; and is a huge, vocal supporter of staff. They do not fear a staff that is incredible at their jobs, they embrace them.

They spend their time meeting with leaders in the community, heads of local business, potential funders as well as other leaders in the non-profit world. They encourage and engage their staff, and most importantly, they trust their staff. They do not get bogged down in managing the non-profit or their executive leaders nor do they allow those same folks (or themselves) to get bogged down in the ever ending amount of meetings that tend to engulf some non-profit teams. They support the relationship-building that is crucial to any non-profit and they are good listeners.

A lot of this can be addressed when board members are interviewing candidates. Regardless of how much time someone has already been a CEO or ED, how comfortable are they sitting down with a funder and making an ask? What does leadership look like to them? Board members can be inspiring to non-profit leaders. Their direction, love of the mission, and knowledge of the non-profit can be a huge benefit. On the other hand, there are board members who sit on half a dozen boards. How much time and energy is your non-profit actually getting?

This type of Executive Director is out there, believe me. The reason I am writing this post is because I don't think  there are enough of them out there.

Our amazing missions and those we serve depend on incredible leadership.

Thank you for reading!

$86.00

In a casual check-in with one of my co-workers, she told me that we had raised $86.00 from eBay sales the prior month.

$86.00

For many of you reading this, there may be no cause to celebrate. Indeed, many people might have chosen to not read this post because of such a low number in the title.

A couple of months ago we began selling items on eBay. We also began the process of letting our donors, volunteers and supporters know that they could donate to Urban Peak from items they sell on eBay.

Our first month we received a direct deposit of $1.26.

Now we are up to $86.00. And that is only from what supporters have sold online. With no effort on our part. Sellers on eBay can choose to donate anywhere from 10% to 100% of the sale to a non-profit.

This is huge to me.

This is how an entire new way of fundraising begins.

This is what the creation of a new budget line item looks like.

$86.00.

Of course we are late onto the eBay bus. But we are super excited and cannot wait to see what happens. Not only do we get the opportunity to raise money in support of our mission serving youth who are experiencing homelessness, yet imagine the brand visibility we get when folks are buying and selling on eBay.

This is just the beginning.

With all of the time we spend on campaigns, donor cultivation, lapsed giving, planned giving, corporate giving and special events, there are still so many other options out there for us to look at and see if we can do something with them.

Sometimes it's fun to not really think or act outside of the box, but to simply act as if there is no box.

If you raise money on eBay for your organization I would love to hear from you. We are in the early stages, yet we all believe that we can go very far with this idea of raising money from the millions of people who sell and shop on eBay. Generosity is alive and well online and I want to be  apart of that.

Thanks for reading!

Using video for fundraising

I have been creating a  lot of videos lately in an effort to not only fundraise but to build stronger relationships with our donors.

Here's an example of one I did this morning:

I must admit that this morning I was sleepy and freezing cold but I think the message I was trying to get across is loud and clear.

I did this with my iPhone 5. It's simple and costs nothing.

I have made videos to ask for an urgently needed item, to make an ask for donations and to invite people to an event. I have also made videos to thank people as a group and specific videos for just one donor that I email then for a special thank you.

Imagine how your donor feels when they open their email and there is a video from you just for them to thank them for their donation!

I recently created a Vimeo account. We'll see how that goes. Our agency currently has a YouTube account and I highly recommend that!

Give it a try. Post it on your groups Facebook page and see what your supporters think. After a month or two of many videos, I asked our supporters what they thought about them and if they thought that I was doing too many. The feedback was a resounding "we love them and keep it up"!

Give video a try. You have nothing to lose!

The Special Event is not dead

To be clear, I mean the big Gala or dinner. I mean the event where your guests get all gussied up to spend an evening supporting your organization.

I have heard everything there has been said as to why to not have an event like this:

Too much time.

Too many staff.

Not really worth it.

Time, energy and money can be better spent elsewhere.

Exhausts volunteers.

All of these can be true. But I believe that they don't have to be true. I believe that the Gala or dinner is not dead. I believe that you can plan a hugely successful event and wake up the next morning feeling really good about it.

Here are some things we do to create an event that rocks it without destroying us, our volunteers or our budget!

Create an event that is as far away from your typical fundraising dinner as possible. Make it fun. Honor someone. Invite someone special to speak.

Get board buy-in. Get them excited about supporting and selling the event. Their support is crucial.

Invite staff to not only be there, but to help with the event. Donors LOVE to engage with staff who are doing the work of the non-profit. Hanging out with staff makes a big difference for donors. Our staff wants to help, and their help doesn't just mean more engaged dnonrs but it also can mean that you spend less money on services that staff can help with.

There are dozens of wonderful companies in your community that want your business. They want to run your auctions, run your check-in, charge your credit cards and decorate your room. This year we are trying something different and inviting staff to run our check-in and check-out as well as being there to support our auctioneer during the paddle raise. I have seen it done successfully before and I really want to try it.

Table sales/sponsorships will make or break the event. If you rock it in sales you have a really good chance of having a successful event. This is an all-hands effort: board, staff, donors, local community supporters, past board members, etc. As someone who very much values relationship, be sure to bring value to sponsorships, real value. Being acknowledged in the program is not really value. Get creative.

Take care of yourself! Self-care is uber important when planning an event.

Location. Location. Location. Plan your event at a hotel or conference space that honors your business and the fact that you are a non-profit. I like choosing a place with a catering sales person who I like to work with and who gets what we want to do.

Continue honoring your donors and supporters. This is big for me all year and I make sure we keep our eyes on this prize when planning our annual dinner. Quick thank yous, immediate invoices when asked for and ensuring all benefits have been taken care of.

A special event such as an annual Gala or dinner can be quite the benefit for your non-profit and your mission and it doesn't have to be a nightmare!

Thanks for reading!

Would someone please return my phone call?

Getting a message like this is a fundraisers worst nightmare.

Well, one of them. At least to me.

As one who works daily to build strong relationships, when I hear a message like this I cringe. It doesn't say much about the value of a relationship when a donors call or email is not answered quickly.

On my team, our rule is within 24 hours. Return a call or respond to an email within 24 hours. Of course a call that came in at 5pm on Friday means a Monday return. I'm not crazy. I'm simply paying attention to building a lifelong relationship with our donors.

It is critical. It says a lot when you return a call quickly. It says even more when it takes you a couple of days.

I know, you're busy. So is your donor.

Return a call soon. Respond to an email soon. This will change your relationships with donors for the better. They know you're busy so the quick reply means even more.

While I'm on the subject I'll share a few other ways I like to communicate with donors.

Every Monday I change my voice mail. I let folks know which days of that week I am in and which days I'm not in. I would like to get to changing my voice mail every day yet for know the weekly change works.

I use my "out of office" for email not only when I am out for a day or more, but also on days when I know I am going to be slammed.

I also have sued my "out of office" email to support a campaign. For instance, leaving a message that says "I hope you received our Winter Appeal. If you didn't please let me know." can remind a donor to make their donation or entice someone to ask about donating.

A lot rides on our being successful in relationship building. The entire mission of our non-profit depends on our success. The people we serve depends on it.

Thanks for reading!

Dan
dan.hanley@urbanpeak.org

We fundraisers have to be nice

Being nice pays off. And for many of us, it's just the right thing to do.

When I was laid off in January and in the midst of a job search, I would say this often. I seriously felt that being nice to people had paid off for me as I had so much much support and so many invitations to interview. Sure, I feel that I am a great fundraiser, but who wants to hire someone good at something if they are not a good person?

In fundraising one would just assume that fundraisers are nice. At least to donors.

Unfortunately that is not always the case.

It doesn't take a lot of energy to be nice. I actually believe it takes more energy to not be nice.

So what does being nice look like?

Respect everyone. Donors, staff, clients, volunteers.

Rock it with real kindness. To everyone I just listed above.

Do what you say you're going to do. If you can't do something, don't say you will.

Return a call or email within the same day.

Say thank you. Say it often.

Don't judge. We never really know what is going on with someone. I try to allow folks to have tough moments, offering any help is always good to.

Assume the best intent. Not easy, and it totally makes a difference.

Now that I have written all of this I realize that we all know when we're showing kindness and being nice and when we're not. It's pretty clear.

Our kindness pays off big time. It pays of for us, for our non-profit, for our mission and for those we serve.

Thanks for reading.

Talk with your donors!

This past week I got yet another call from a nice guy who works for a fundraising company and wanted me to talk about hiring them to help us with our donors, especially with retaining donors and finding new donors.

There are a lot of companies out there who do an amazing job in supporting fundraising efforts for non profits.

But there are some things that you just have to do for yourselves. 

If you are fearful of speaking with your donors, of getting to know them and their vision for your non profit (and making sure it matches their personal vision) then you might want to try another field.

Don't hire someone to do something that is so vital in fundraising as speaking with and working with your donors.

For me, this is one of my favorite things about fundraising. I love getting to know our donors, asking them why they first got interested in us and our mission and making sure they know everything they want to know about how we are doing as an organization and the successes we are having within our mission.

Don't be afraid. I know, that sounds weird. Just pick up the phone and go from there.

Here's an example for something you can do today, right now:

Pull a list of donors who made a donation last September, but have not donated since.

Listen to your "pump me up" song.

Make the call, letting them you wanted to check in with them as this is the time of year they normally make their donation and you'd like to let them know what your organization is up to.

Offer to send them a newsletter, annual report, etc.

Done.

You can also leave a voice mail.

You can do it. Your organization, your mission and those you serve depend on you being able to talk with and engage your donors!

Thanks for reading!