Comments on: Saying Thanks Even When It’s Inconvenient or Time-Consuming

By: Top 3 Weekly Blog Posts for Nonprofit Workers «

Top 3 Weekly Blog Posts for Nonprofit Workers « — Fri, 26 Feb 2010 16:33:07 +0000

[...] Saying Thanks Even When It’s Inconvenient or Time-Consuming by Kivi’s Nonprofit Communications Blog Possibly related posts: (automatically generated)Top [...]

By: Kivi’s Nonprofit Communications Blog » Blog Archive » 10 Donations. 3 Thank-Yous. 7 Failures to Communicate.

Thu, 18 Feb 2010 22:45:27 +0000

[...] This is the same result as last year, when I got four thank-yous in response to 12 gifts. It was a pitiful response then, and a pitiful response [...]

By: Janet Hedrick

Janet Hedrick — Thu, 11 Jun 2009 21:40:25 +0000

Kivi,

Thanks for sharing the results of your experiment and your observations.

I totally agree that non-profit organizations are missing an opportunity to build relationships with people who have demonstrated an interest. I’m an advocate for improved “donor relations” and in fact wrote a book on “Effective Donor Relations” that was published by Wiley in January 2009.

When the cost of acquiring a new donor is compared with the cost of renewing a donor, the importance of saying “thank you” is very clear! It has to be a priority if an organization wants to build relationships with their donors.

I agree with you that telling a story and including pictures can be effective. We need to go beyond “thank you” and tell donors what we did with their money and how it makes a difference. I call it “Celebrating the Joy of Giving.” We need to make sure that the experience of giving to our organizations is a positive experience that gives our donors joy. That includes getting a prompt and appropriate “thank you” and learning how their gifts have made a difference.

Thanks for sharing your thoughts on this topic!

Janet

By: Harlan Dalluge

Harlan Dalluge — Fri, 13 Mar 2009 17:28:21 +0000

In the May/June, ‘96 issue of the magazine, “Nonprofit World”, I wrote a fairly long article called, “How to alienate a good donor”. I had donated a $10,000 boat (documented value) and never received a thank you of any kind…nor the IRS form 8283 required to be sent by the charitable organization. Being upset about the thank-you failure, my article emphasized the importance of the thank you…then went on to explain the relationship I built with three sisters who donated a turnk load of garage-sale left overs to a Boy’s Ranch where I served as Executive Director. Due to my thank you letter to them with details about how we used the load of stuff and a follow up newsletter, they ended up donating $35,000 as a starter-gift toward a Boy’s Ranch Chapel. Their opening gift was key to additional funds to build the $250,000 chapel. I have served as founder/director of various nonprofits over the years and have always had a policy of personalized thank you letters…often including photos, within 48 hours. Memorials/honor card go out within 24 hours. Glad you are emphasizing the importance of this aspect…I agree 100%!!

By: Nancy VanReece

Nancy VanReece — Fri, 13 Mar 2009 02:30:50 +0000

We have an annual budget of less than $400,000 and each and every donation that comes in is valued! Donations given by check or credit card are sent thank you letters and swag right away. Each Friday morning we pull a donation list from the Friday to the Thursday before and send out the acknowledgements in the US Post. Regretfully, some weeks it doesn’t take very long. However, during our Spring and End of Year campaigns the process can take the entire day and it’s absolutely worth it. There is a full listing of individual donor premiums on our website and we love to send the swag with the note. Every donation gets a window sticker, every single one. Even if its only a dollar. Further, anyone that provides a phone number that gives $100 or more gets a personal phone call!
Go ahead – check us out! http://www.nashvilleshakes.org/individuals.htm

By: Sam Davidson

Sam Davidson — Thu, 12 Mar 2009 21:33:45 +0000

Again – another GREAT post!

This is really customer service basics, here. Donors are your customers – they pay your bills and you want them coming back again and again.

One suggestion: interns. Each day/week, the intern comes in, picks up a list you’ve printed out with names and addresses and hand-writes notes. It’s not glamorous, but it must happen if you want to boost or improve donor relations.

Best of all, allow people to choose how to be acknowledged when they give. Some may not care if they get a letter. Some want a plaque. Find a way to recognize those who want it and not bother those who don’t.

And, as always $25 today is $25 today. But how much could it be in 20 years, especially if they give that each year, and increase their giving as they age or find more reasons to support your work?

Bottom line: donor relations = investment.