Non-profits can do without the Pepsi-Starbucks-Chase-Kohls voting thing

Perhaps, you’ve had the same experience as I have had in the last few years . . . Your your favorite non-profit organizations ask you to please take a moment out of your busy day to “VOTE” for them in some for-profit company’s social media contest so that they might win “big bucks”. If so, then maybe the following describes your experience, too.

So, of course, I open a new browser window (possibly log into Facebook if that is where it is happening), migrate to the company’s voting page (e.g. the Pepsi Refresh Campaign), and start looking for instructions on how to help my favorite non-profit agency. In a flash, I’m being asked for personal information like my name, email address, waist size, hat size, and shoe size (yes, I am exaggerating, but am I really that far off???)

I close the browser and feel really good about doing something for my favorite charity. It didn’t even cost me a penny. Woo Hoo!!!

And then it happens . . .

The next day, the day after that, and the day after that . . . the charity keeps circling back to me with messages like:

  • We’re still behind in the voting and need you to do it again, AGAIN, a-g-a-i-n!!!!!
  • We need more help. Would you please post this opportunity on your Facebook page?
  • We still need more help. Would you please be proactive and ask everyone in your social network to get out there and vote for us.

UGH . . . Stop the insanity!!!!!!!!!!

This has gotten so bad in the last few years that it isn’t uncommon for me to be asked at least once per month by someone to do something like this. It is the Pepsi Refresh Project . . . American Express Members’ Project . . . Chase Community Giving. Currently, it is Starbuck’s “Vote.Give.Grow.” campaign.

This insane kind of corporate philanthropy has me so insane that I find myself doing crazy things like stealing table tents.

Yesterday, I met a friend at Starbucks, which is when I saw a table tent advertising the Vote.Give.Grow. campaign. I subtly looked about, grabbed the table tent, folded it in half and stuck it in my jacket. Why? I dunno . . . it was instinct, but I can tell you that I felt like I was striking a blow against “The Man” and trying to “Stop the insanity” in a very small way.

I told you . . . embarrassing behavior on my part! However, I think it speaks to something larger, which is why I’m blogging about it this morning.

A year ago, Forbes magazine wrote a story titled: “The Democratization Of Corporate Philanthropy“. In that article, they talked about the consequences of participating in a campaign like: “voter burnout and diverting resources” . However, I think this is just the tip of the iceberg.

Engaging your donor base in such a way does nothing to advance your mission or message. All you are doing is advancing the corporation’s marketing interests because they now have your donor’s personal information.

I also suspect that asking your donors to do something they might find annoying or offensive is counterintuitive to good donor stewardship. Rather than making your donors feel good about their investment in your mission and showing them the ROI around their contribution, they see you doing non-mission related work and advancing a for-profit organization’s agenda.

Hey donors! I have a better idea. Let’s focus on donating our own money and stop trying to spend other people’s money. Sure, you probably have a lot less than millions of dollars to giveaway, but I am fairly sure you’ll feel better about yourself if you invest the same amount of time in researching your charity of choice and writing them a personal check.

Perhaps, fundraising professionals would be better served by investing their time in helping donors find a sense of “self actualization” rather than helping corporations advance their marketing objectives and build their profit margins.

Am I off base on this? Is anyone else as annoyed as I am about these kind of voting programs attached to corporate philanthropy? Perhaps, we should organize a social media campaign aimed at stealing table tents that advertise these kinds of corporate philanthropy voting programs?!?! If you’re equally agitated about this subject, please scroll down and use the comment box to share your experiences and feelings. Additionally, please weigh-in on what you think other consequences might be for non-profits who participate in these kind of programs.

Here’s to your health!

Erik Anderson
Founder & President, The Healthy Non-Profit LLC
www.thehealthynonprofit.com
erik@thehealthynonprofit.com
http://twitter.com/#!/eanderson847
http://www.facebook.com/eanderson847
http://www.linkedin.com/in/erikanderson847

Saying “Thank You” in a Donor-Centered Manner

Penelope Burk, CEO of Cygnus Applied Research, has done a lot of research into what it means to be donor-centered. She knows what motivates donors, and she know what troubles donors. If you haven’t purchased and read her book — “Donor Centered Fundraising” — then you don’t know what you’re missing. I’ve read her book a number of times and walk away from each experience learning something new.

On page 46 of Burk’s book, she reports the following about what her data says about prompt donor recognition:

“Prompt gift acknowledgement influences 44 percent of study donors’ future giving decisions. 38 percent of study donors receive a thank you letter within two weeks; 54 percent within a month; 8 percent within two months.”

I’ve recently come to the conclusion that it is one thing to “academically” understand this concept and a completely different thing to “emotionally” understand it.

Without getting into embarrassing details, I recently made a $1,000 contribution to a non-profit organization. Not only did I get the acknowledgement letter three weeks later, but the letter wasn’t personalized nor did it contain the right information.

Adding insult to injury, this non-profit organization sent me another solicitation within a week.

Truth-be-told . . . I still like this organization. Their mission is awesome and very necessary. I might even go to the event to which they just invited me. However, nothing they are doing can be considered “donor-centered”. The consequence, of course, will likely be falling donor loyalty rates.

So, what is the solution?

Make it a policy of your organization to produce a mail a gift acknowledgement letter within 24 hours of receiving a pledge or contribution of any size. After the board adopts a set of written fundraising policies, they need to hold the executive director accountable for implementation. Remember, that which gets measured, gets done!

All of this policy talk got me thinking about my experiences with organizations and their written resource development policies. In all honesty, I have not seen any written resource development policies recently. Sure, I’ve seen document destruction policies . . . whistleblower protection policies . . . financial controls policies . . . conflict of interest policies . . . BUT no written resource development policies.

As recent as last week, I’ve been asking everyone who will listen if they could send me a copy of their agency’s donor database policy and procedures manual. Yep, you guessed it. Everyone talked a great game, but I only received one sample (kinda).

Why is it that many of us take every other policy challenge that is thrown out way seriously, but seem to cut corners when it comes to resource development policies?

Rolling up our sleeves and engaging fundraising volunteers, board members, and donors in writing resource development policies provides us an opportunity to align our fundraising practices (e.g. gift acknowledgement letters) with donor-centered practices. In turn this activity might help improve our donor loyalty rates.

Click here for some stand alone policies pertaining to resource development.

When is the last time your organization reviewed and revised its fundraising policies? Where are those written policies captured (e.g. SOP manual? RD Plan? Stand along policy documents?) Who did you engage in revising your policies the last time you undertook this task? Please scroll down and use the comment box to answer some of these questions or weigh-in with your opinion.

Here’s to your health!

Erik Anderson
Founder & President, The Healthy Non-Profit LLC
www.thehealthynonprofit.com
erik@thehealthynonprofit.com
http://twitter.com/#!/eanderson847
http://www.facebook.com/eanderson847
http://www.linkedin.com/in/erikanderson847

Virtual Nonprofit Technology Fair

This past week, I had a the pleasure of helping a friend at the National Science Teacher Association Convention. There were penguins, dissections, and lots and lots of technology.  Of course, while I was there I kept my eye out for new tech resources for nonprofits. Here’s my report from the a weekend of hanging out with science teachers.

Square is awesome!

My friend was there promoting a science review game he has created. We were selling his game at the booth and used Square to handle credit card transactions. I was excited to have the opportunity to use this credit card reader in the field after writing about it earlier this year. I can happily report that Square worked wonderfully.

Credit card transactions were handled quickly and securely. We were able to give the a receipt to the customer via email or via text message depending on what the customer wanted.  Square even allowed us to issue receipts for cash transactions.  This saved us time from having to write out a receipt that the customer might lose.

A few tips:

  • Hold your phone so that you can swipe the card vertically instead of horizontally. Sometimes, when we had the card reader horizontal, it took a few swipes to read the card. When the card reader was vertical, we hardly had any issues.
  • Use the description field to record information about the transaction. You might not have the opportunity to build an inventory (or list of donation amounts). So, use the description field to record as much info as you can.
  • Have all of your volunteers download the app onto their phone. We kept the Square reader in our cash box. This way anyone could grab it and use it if needed.

Chromebooks

I stopped by the Google booth to see what they had to offer. Did you know that there are laptops that run on Google? Well, they do! And they might be your non-profit organization’s best solution when it comes to buying computers for your employees.

Chromebooks are a little different from traditional laptops as they do not have hard drives – everything is stored in “the cloud”.  When using a Chromebook, everything is based in the browser. Documents can be written using Google Docs or Microsoft Office Web Apps. Calendars can be managed with Google Calendar.

We live our lives on the internet, sometimes you don’t need a computer with all the bells and whistles to be productive.

Beyond the change in software, the simplified hardware design means there is less need for technical support. For this reason alone, more institutions are switching to Chromebooks and providing them to their employees, according to the Google employee I spoke to. Besides, many people are now very familiar with Google products, so the switch appears to be an easy one for many people.

Finally, Chromebooks also are available with 3G connectivity to allow users to be connected no matter where they are.

Ting

Now Ting, wasn’t at the conference, but I wanted to throw them into the mix of new technology resources for nonprofits. Ting does cell phone service, but it does so just a little differently.

What Ting offers is a customizable month to month cell phone plan. You can choose the number of minutes, the number of text messages, and amount of data that you need. If you text more than you talk, then you can choose a plan with 6000 texts for $14, 100 minutes for $3, and 500 megabytes of data for $13. Ting will bill you $30/month. If you don’t use all of your minutes, texts or megabytes, you will be credited the difference next month.

How great is that?

Your agency might have some staff members that only need to get email on their phone, Ting can help you customize each plan to the employee. Check out their savings calculator to see how Ting would make a difference in your organization.

Gazelle

This last one is a quick one. What do you do with your gadgets after you upgrade to the newest model? Don’t sell it. Gazelle it.

Gazelle will buy your old technology and even send you the box you need to ship it to them. The great thing is that when people sell items to Gazelle they have a choice: 1) take the money from your sale and put it in your pocket or 2) donate the money to your favorite charity.

I hope you enjoyed our little Nonprofit Technology Fair. What new tech items are you using at your agency? Or which new item did you find interesting enough this morning to investigate more thoroughly and possibly incorporate into your agency’s technology plan?

To change or not to change your annual campaign! That is the question.

Every Friday is “Organization Development (O.D.) Fridays” here at DonorDreams blog. Last week my post was titled “Would you please solve the REAL problem? Structure Drives Behavior!” It was based on John Greco’s post on how structure drives behavior, and I applied it to non-profit organization’s annual campaigns and their use of donor database contact reports.

In last Friday’s post, I offered a few suggestions on how your agency might change its annual campaign “structure” to encourage fundraising volunteers to change their behavior when it comes to completing contact reports.  (Please circle back to last Friday’s post to read a few of those suggestions)

Well, later that evening John Greco circled back to my blog post and offered the following suggestion using the comment box:

“What if we used the natural motivations of a volunteer to apply some pressure to comply … How about:  for a volunteer to get the next donor name and contact information, they must return the contact form … To make this work even better, some visibility to what’s in the queue would maybe create the urgency to complete the contact form to get to the next donor?”

As I try to do with all comments to this blog, I responded quickly; however John’s suggestion has haunted me for the last week. While it seems perfectly logical, I am unable to stop going back and forth in my head as to whether or not this would work. My head says “YES” and my gut says “maybe“.

So, I’m done over-thinking this topic, and I’ve decided to try something different today with the DonorDreams blog. I’m not going to pontificate about this subject and give you the pros and cons. Instead, I am simply sharing John’s suggestion and asking you to think it through and weigh-in with your thoughts. I always say that “we can all learn from each other,” but let’s actually try to put this mantra into practice today.

Would you attempt this approach with your annual campaign this year? Why? Why not?

There are no right or wrong answers! There are only those of us who are willing or unwilling to share their thoughts.

OK . . . it is your turn. Please scroll down and invest the next 60 seconds of your life in responding via the comment box. Come on . . . please?

Here’s to your health! (See you tomorrow for a new “Organizational Development Friday” post)

Erik Anderson
Founder & President, The Healthy Non-Profit LLC
www.thehealthynonprofit.com
erik@thehealthynonprofit.com
http://twitter.com/#!/eanderson847
http://www.facebook.com/eanderson847
http://www.linkedin.com/in/erikanderson847

Getting your ducks … er … volunteers in a row

Putting your nonprofit organization’s resource development plan together can be a monumental undertaking. If you do it in an engaging and collaborative manner, then you are likely temporarily expanding your resource development committee and inviting various stakeholders (e.g. event volunteers, foundation staff or board members, and donors) to come to the table. This could easily result in 8 to 16 volunteers jockeying for position around your planning table.

I have used this approach before. Yes, we experienced challenges such as:

  • getting everyone’s calendars aligned,
  • communicating effectively and trying to avoid crazy, overlapping, and confusing long email threads,
  • keeping track of action items (not to mention injecting accountability into the process),
  • collaboratively working on building one document that didn’t result in 20 different versions attached to countless different email threads, and
  • sharing files with each other (Note: “the cloud” did not yet exist at the time of the project I am referencing).

A few months ago, a very dear friend and fellow consultant — Teri Halliday — introduced me to an online product called “Basecamp“. She swears by it, and I trust her like I trust my mother. So, I purchased the service and it changed my life! (Yes, dramatic but very true) There isn’t a week that goes by where I don’t think back to the resource development planning process that I described a few paragraphs ago and wonder how different things would’ve been if I would’ve had access to Basecamp.

All of the challenges I described in the previous set of bullet points would’ve disappeared. Once everyone registers and links to your online workspace, you can:

  • work on collaboratively building documents in the Writeboard section,
  • keep everyone’s schedules in lock step with the Calendar section,
  • communicate with each other using the bulletin board functionality in the Messages section,
  • keep track of action items using the To-Do section (and OMG the system even reminds people their tasks are coming due), and
  • share documents using the Files section.

It is true that people who don’t want to be engaged won’t get any more involved in a project just because you’re utilizing an online project management tool. When you see this dynamic at play, your problem isn’t that you’re disorganized . . . you have a recruitment problem!

However, I cannot tell you how many times I’ve seen well-intentioned volunteers who want to be involved just walk away from a project because it is disorganized and hard to collaborate with other volunteers. It is this problem that Basecamp can help you resolve.

OK . . . I must admit that I am in LOVE with Basecamp. I am like a man with a hammer, and now I see nails everywhere! 🙂  I can see busy families utilizing Basecamp. I can see for-profit companies who operate in offices sprinkled across the country utilizing Basecamp. I obviously see the benefits for non-profit organizations who constantly engage busy employees and volunteers on a multitude of projects (e.g. strategic planning, resource development planning, special event fundraisers, annual campaigns, etc).

While I wish I could say that this “Software as a Service” (SaaS) was free, I cannot say such a thing; however, I think it is reasonably priced with one plan costing just $20 per month (and no long-term contract to sign).

I am sure some of you are wondering what has gotten into me this morning . . . am I a paid spokesperson or something like that? No! No! No! I am just a huge fan of things that work, and I have worked in the non-profit sector long enough to know that a tool like this can be a godsend. I say every day on this blog that “we can all learn from each other” . . . so I decided to put my money where my mouth is today.

What other tools (either free or paid service) has your non-profit agency used to help organize your volunteers and projects (e.g. Doodle.com? Google docs? GoToMeeting? BigMarker? Microsoft Project?)??? Please take a moment to scroll down and share your ideas via the comment box.

Here’s to your health!

Erik Anderson
Founder & President, The Healthy Non-Profit LLC
www.thehealthynonprofit.com
erik@thehealthynonprofit.com
http://twitter.com/#!/eanderson847
http://www.facebook.com/eanderson847
http://www.linkedin.com/in/erikanderson847

Gift acknowledgement letters, quid pro quo and the IRS

I cannot count the number of times that I’ve attended a non-profit organization’s special event fundraiser and walked away with a gift acknowledgement letter that was not compliant with “IRS Publication 1771, Charitable Contributions–Substantiation and Disclosure Requirements”.

Rather than use the language of accountants and tax professionals to explain, I’ll let the following hypothetically example speak for itself.

  • My first contribution to “Agency X” is the purchase of two dinner tickets for what I am hoping will be the best rubber chicken of my life. My out-of-pocket expenses to get in the room is $120.
  • When I show up, I am assaulted by happy volunteers selling 50-50 raffle tickets. My out-of-pocket expenses to get these intensely happy people who are blocking my path to the bar is $20.
  • With a nice glass of wine in my hand, I am finally able to mingle with old friends, but I end distracted by all of the shiny objects in the silent auction. <<Sigh>> At the end of the evening, I discover that “Agency X” is deeper into my wallet for another $250 in out-of-pocket expenses.
  • The final blow came many glasses of wine into the evening during the live auction (ahhhh, of course it is always the booze and the live auction that sinks most donors). Those Opening Day Chicago Cubs tickets had my name written all of them and only cost $1,000.

So, the next morning usually comes with a hangover and regret (even though “Agency X” is an amazing charity and you’re always happy to have supported their awesome mission). A few days later in the mail comes a gift acknowledgement letter. It tells me how wonderful I am and contains some nice “return on investment” and stewardship verbiage. Ahhhh, gotta love that warm fuzzy feeling.

You’re probably wondering “What’s wrong with all that?”

Well, the gift acknowledgement letter thanked me for my charitable contribution of $1,390.

Sure, if you do the math $120 + $20 + $250 + $1,000 does add up to $1,390, but this was not size of my “charitable contribution” according to the Internal Revenue Service, and now  I need to take time out of my busy day to chase down the executive director or fundraising professional at “Agency X” for a correct letter. To help clarify the math, here is exactly what the IRS has to say on the subject:

“A donor may only take a contribution deduction to the extent that his/her contribution exceeds the fair market value of the goods or services the donor receives in return for the contribution; therefore, donors need to know the value of the goods or services.”

Let’s circle back and do the math one more time:

  • The event tickets cost $120, but the food I received in exchange for the ticket purchase was valued at $20 per plate. So, $120 minus $40 means that the charitable contribution only amounted to $80.
  • The $20 in raffle tickets got me four chances at a cash prize. The “value” I received for those chances was twenty bucks. So, $20 minus $20 means that I didn’t make a charitable contribution in the eyes of the IRS.
  • The silent auction was a huge benefit to me because I got some amazing bargains. Woo Hoo! Move over Wal-Mart! So, I might have spent $250, but the items I won totaled $500 in value. So, $250 minus $500 means that I didn’t make a charitable contribution in the eyes of the IRS.
  • And last but certainly not least, there was the booze fueled live auction. The bad news . . . it was $1,000. The good news . . . I finally got something to write off on my taxes. Opening Day tickets to see another woeful season of the Chicago Cubs are valued at $500 (of course, White Sox fans would argue that they are worth nothing). So, $1,000 minus $500 means that I can deduct $500 from my taxes next year.

The IRS tells us that it is legitimate to acknowledge my overall gift of $1,390 as long as somewhere (usually at the bottom of the letter in a footnote) there is language that explains that the fair market value of the items I purchased was $810 and only $580 of my $1,390 contribution is tax-deductible.

In my experience as a donor, this rarely happens and I end up wasting my time chasing after a new gift acknowledgement letter. The harm to “Agency X” is twofold:

  1. It is counterproductive to annoy the donor. This is not good stewardship and doesn’t help “Agency X” in its efforts to secure the next contribution from me.
  2. It can result in fines to “Agency X” if the IRS ever found out.

What is the potential penalty? Here is what the code says:

“A penalty is imposed on charities that do not meet the written disclosure requirement. The penalty is $10 per contribution, not to exceed $5,000 per fundraising event or mailing.”

If you want to learn more, Joanne Fritz at about.com does a nice job explaining it. You can also click here to get it directly from the IRS.

Note: “Agency X” does not exist. I am not calling out any one particular non-profit organization in my philanthropy portfolio. The aforementioned examples are a “compilation” of things I’ve purchased over the last 10 years. Please don’t add me to you special event mailing list.  🙂

Please scroll down and use the comment box below to share the “boilerplate language” that your agency uses at the bottom of its special event gift acknowledgement letters. Please trust me that 30 seconds of your time will benefit countless smaller non-profit agencies. If I had a nickel for every time I was asked for sample boilerplate language, I’d be rich! We can all learn from each other.

Here’s to your health!

Erik Anderson
Founder & President, The Healthy Non-Profit LLC
www.thehealthynonprofit.com
erik@thehealthynonprofit.com
http://twitter.com/#!/eanderson847
http://www.facebook.com/eanderson847
http://www.linkedin.com/in/erikanderson847

The Importance of Archiving Social Media Data and How to Do So

CTRL+S. File -> Save. We all do it when working in Microsoft Word, writing an email, or creating a spreadsheet. When we do, the work we create is saved on our hard drives for later reference.

When writing a tweet or updating a Facebook status most of us just write, press “post” and send it out into cyberspace; leaving no local copy. At the moment, it might not seem like an important thing do, but archiving your non-profit organization’s social media data should be part of your social media plan.

Why, you ask?

Historical Record – Most social media messaging is based around marketing of some sort. In the nonprofit world, our marketing is based upon sharing news, cultivating donors, and attracting event attendees. Wouldn’t it be helpful to be able to search a record of these messages to see if you can pick up on any successful trends that are worth repeating?

For example, imagine last year you tweeted about your annual pancake breakfast on every Tuesday preceding the event. As a result, your event registration went up on the first Tuesday, but you didn’t see the same numbers on the following days. Couldn’t this data help you decide how you’d like to tweet this year? Will you tweet once a week? Only on Tuesdays?

Lawsuits – Social media updates can be used in a court of law. For instance, if one of your employees posts something that slanders another organization or if one of your employees is named in a suit outside of the organization, you might want a copy of your social media records for your protection.

Regulations and Compliance – You may apply for and be awarded a grant that involves a requirement that you use social media. Having a copy of your data demonstrates compliance and can be shared with the funder. Furthermore, if your agency needs to comply with laws such as HIPAA, having your own copy of social media data can prove compliance.

Perhaps, the simplest answer to this question can be found during a discussion about your agency’s document retention policy. In this policy, your board of directors most likely spells out which paper documents (e.g. personnel files, financial statements, meeting notes, etc) need to be kept and for how long. Why should it be any different for data your organization publishes on the internet?

Now, you may be thinking, “Marissa, how the heck do I do this?” Don’t worry, I have some tools to make the job a little easier.

Backupify – This is a paid service, but the back-up of social media is automatic. Backupify covers Gmail, Twitter, Facebook, LinkedIn, Flickr, and other Google apps such as Google Calendar and Google Docs.

ifttt.com – ifttt.com allows users to set up “if this – then that” tasks to create a custom data backup plan. For example, all tweets could be saved to Google Calendar for that the day they were originally posted. At the time of writing, iftt.com is free.

ThinkUp – ThinkUp is the most technical of the tools I’m suggesting, but it is the most robust out of the bunch.  ThinkUp is an application that needs to be installed on it’s own server before it can work. You can either talk to your IT department about installing it on your organization’s public server or you can install it for free using phpfog.com. ThinkUp not only archives your data, but it also analyzes it and tells you things that you might necessarily pick up otherwise. ThinkUp is even used by The White House to manage their social media data.

The current state of the web is in flux as the issue of an open or closed internet is debated more often. I suspect that the idea of archiving your agency’s social media data growing in importance. I have included a few more articles below for further reading on the subject to help you and your organization discuss how to do so.

Does your organization already have a plan to archive social media data? What tools do you use? Let’s talk more in comments!

Further Reading:
New York Times: Tools to Help Companies Manage Their Social Media
Mashable: 7 Ways to Rescue Your Curcial Social Media Data from Oblivion

Would you please solve the REAL problem? Structure Drives Behavior!

Welcome to O.D. Fridays at DonorDreams blog. Every Friday for the foreseeable future we will be looking more closely at a recent post from John Greco’s blog called “johnponders ~ about life at work, mostly” and applying his organizational development messages to the non-profit community.

Today we’re focusing on a post that John titled “Close Cover Before Striking“. In this post, he uses the example of how matchbooks were re-designed to discuss an important organizational development concept — “structure drives behavior”.  This is an important concept for all non-profit professionals to master if organizational excellence and mission-focused productivity is your goal.

At the Boys & Girls Club, I cannot tell you how many kids forget their barcoded membership cards every day. So, as I tried to apply John’s blog theme to this example, all I could think of is TATTOO that damn barcode on kids’ foreheads!

Needless to say, I abandon that blog post idea for something a little more rationale — donor contact reports.

Every time someone from your organization visits a prospect or donor, they should (in theory) fill-out a “contact report”. This report needs to find its way back to your agency, into the hands of the person entering data into your donor database, and typed into a contact record. Why? So, that the left hand knows what the right hand is doing. More importantly, the information a donor shares with you can influence many other things (e.g. how much they will be asked for during the next campaign, designing a custom stewardship program, building an effective Moves Management program and approach, etc).

Of course, few non-profit organizations are ever effective in convincing their volunteer solicitors to complete this extra form.

Hmmmmmm? John’s blog post got me thinking. This is likely a “structure” issue. So, how could this process be re-structured to get the desired result?

This topic is one that has bothered me for a very long time. I’ve tried everything including: talking slower, pleading, printing more forms, lecturing, simplifying the form, etc. I’ve even thought about investing in mind reading. As you can see, a new line of thought is probably warranted.

Here are a few thoughts I’ve had since reading John’s blog post (some might still be off-the-mark but I think I’m getting closer):

  • What about putting the “contact report” on the back of the pledge form? This could also re-enforce the idea that volunteer solicitors shouldn’t leave the pledge form behind with the prospect/donor. This could be a “twofer” solution.
  • What about taking the responsibility out of the hands of volunteer solicitors? Your agency could email each prospect/donor a short questionnaire a few days after they complete the pledge form. You could ask a few questions (both open-ended and closed) designed to yield important insights into why someone contributed, what they want to see your agency do with their contribution, etc.
  • If you don’t like the idea of a questionnaire, what about recruiting a team of volunteers to follow-up via telephone a few days after a donor makes a contribution to your annual campaign? The call could include a personal “thank you” and end with the volunteer asking if the donor minds answer a few questions designed to help the agency do a better job managing their generous gift and the priceless relationship.

OK . . . I’ve started the ball rolling with a few ideas. Please go back and read John’s blog post titled “Close Cover Before Striking” and use the comment box below on my blog to share additional ideas on how “re-structuring the process” surrounding your donor contact report might get better performance and better donor data.

Come on! This is an issue with which I’ve seen even the biggest and best non-profit agencies struggle. A few minutes of brainstorming can have a huge impact on so many other non-profit and fundraising professionals. It is Friday . . . how about “paying it forward” today?

Or perhaps you want to join me in advocating a TATTOO solution for kids and donors?  😉

Here’s to your health!

Erik Anderson
Founder & President, The Healthy Non-Profit LLC
www.thehealthynonprofit.com
erik@thehealthynonprofit.com
http://twitter.com/#!/eanderson847
http://www.facebook.com/eanderson847
http://www.linkedin.com/in/erikanderson847

New Donor Formula: Hustle – Follow-Up – Tenacity

The following is true story about a salesperson who is trying to hook a new customer. I’ve changed the names to protect the innocent.

Once upon a time . . .

There was this salesperson who had a GREAT product, but needed more customers. He decided that millions of business people just like him traveled this path before, so he cracked the Sales 101 textbook and did the following:

  • Identified his prospects
  • Made a list of his prospects
  • Rated and prioritized his prospect list
  • Picked up the phone, started calling and tried to secure appointments with prospects to demonstrate his product

One of the prospects on this salesperson’s list (we’ll call him “Jorge”) would take his phone calls, listen intently, say all the right things, and then end the conversation by putting the salesperson off for a few more months.

“Gosh, your products and services do certainly sound interesting and affordable, but we already have a vendor who we really like who does the same thing you do. We really like our vendor, but once things slow down around here, we’ll let you come over and show us what you got,” said Jorge.

This went on for TWO YEARS!

So, one day the salesperson decided to flip to the next chapter in his Sales 101 textbook and read about how to respectfully get more aggressive with his prospects. Last week, the salesperson showed up at Jorge’s business. He was armed with a huge sample of his product along with sales materials and a business card. Unfortunately, Jorge wasn’t there when the salesperson showed up. Of course, the salesperson left everything behind and asked that Jorge please call him back when he gets a chance.

Well, Jorge’s employees looked over the huge sample and the sales materials. They fell in love with it just like the salesperson had promised on the phone. When Jorge returned to the office, he also totally became enamored with the product and services.

Two weeks later nothing has happened!

Jorge hasn’t followed up or called the salesperson because he is busy.  While the salesperson’s product and services are really enticing, the reality is that the existing relationship with another vendor takes the sense of urgency out of doing anything. As for the salesperson, they obviously haven’t finished reading their Sales 101 textbook and have neglected to read the chapter titled “ABC: Always Be Closing”.

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“ABC: Always Be Closing” isn’t a bad paradigm for fundraising professionals. If you’ve never heard of this approach, it entails the following:

  • Always be hustling
  • Constantly be following up
  • Never take NO for an answer
  • Keep adding more and more enticements until you get to YES

While I think the final bullet point is probably where I draw the line, fundraising professional can apply “ABC” and walk away from this story with a few lessons learned.

For example, if you aren’t HUSTLING for new donor prospects every day that you are employed, then you aren’t really focused on building your donor base. Prospects are all around you. They shop at your grocery store. They belong to your church. They attend your Rotary Club meetings. There is a way to always be talking about your charity in acceptable, non-obnoxious ways. When someone says “Huh, that sounds interesting,” then it is perfectly normal to invite that person to tour your facilities or sit down over a cup of coffee to learn more.

The thing I see most of us neglecting to do is FOLLOW-UP. We send letters, emails, and newsletters. We make phone calls, have introductory coffee meetings, and give tours. We drop the ball and let things hang out there just like the salesperson in the aforementioned story. We introduce our mission and cultivate prospects, and then one of the following things usually happens:

  1. We don’t follow-up enough because we’re afraid of being obnoxious
  2. We just let it drop because we think the ball is in the prospect’s court and they’ll take action if they’re really interested
  3. We get our prospect really interested, but forget the “call to action”
  4. We hear NO and cease & desist, rather than understanding that the NO was simply to the opportunity we were presenting or the timing of the ask.

I suspect that most of us would get 100 percent better at securing new donors if we mastered the concept of follow-up and didn’t fall into the same trap that the salesperson in the story fell into.

What are your thoughts? Do you have any similar stories to share? How do you apply the principle of “follow-up” without over-staying your welcome or upsetting the prospect? Please scroll down and use the comment box to share your thoughts along with your tricks of the trade. We can learn from each other.

Here’s to your health!

Erik Anderson
Founder & President, The Healthy Non-Profit LLC
www.thehealthynonprofit.com
erik@thehealthynonprofit.com
http://twitter.com/#!/eanderson847
http://www.facebook.com/eanderson847
http://www.linkedin.com/in/erikanderson847

Non-profit lessons from the Illinois primary election

It is Tuesday, March 20th, and for those of you living in Illinois it means that Election Day has finally arrived. For me, it couldn’t have some sooner. While I am one of those strange birds who loves the act of voting, I am also really ready for all the political yard signs to come down. I guess I am just visually tired of them. Or, perhaps, I’m just getting old and cranky.

While walking the dog yesterday, I was reminded that politicians don’t really have a corner on the yard sign market. As a matter of fact, some non-profit agency’s have found creative ways to integrate yard signs into their marketing efforts. Here are just a few examples:

  • Many moons ago when I ran a rubber duck race fundraiser, I used yard signs to help promote online adoptions.
  • The Boy Scouts of America sometimes use yard signs during “Back to School” time to support recruitment and encourage kids to register for the Cub Scouts in their community.
  • While walking the dog yesterday, I came across a non-political yard sign in someone’s yard advertising Easter Sunday services for one local church.

While I don’t think yard signs are the most effective marketing tool in your non-profit toolbox, I do believe they can be effective in some circumstances. Here are just a few suggestions for those of you contemplating their application:

Use yard signs in a cross-channel marketing approach. For example, how many politicians do you see ONLY using yard signs? Slim to none! Those candidates lose. Successful candidates use yard signs in conjunction with television, radio, door-to-door brochures, etc. When it comes to messaging, don’t use this marketing tactic to “generally” promote your agency. You use yard signs to promote something specific and actionable like a special event, prospect cultivation open house, recruitment drive, etc.

Focus  . . . don’t scatter your yard signs. You can’t buy enough yard signs to sprinkle them throughout your community on small streets in little subdivisions. Identify the busiest streets and ask residents on those main arterial routes to proudly display your sign in their front yard. You do this by knocking on their door and asking permission (even if you don’t know them or have a previous relationship). This will maximize how many people see your signs and keep your costs down.

K.I.S.S. — Keep it simple. Remember, less is more when it comes to small yard sign design. People are likely traveling by in their cars anywhere from 30 to 45 mph. They won’t be able to read small text. A few key words and a web address or phone number is about all you can do. This isn’t a mini billboard (and even if it were, most effective billboards also follow this same principle).

Sure, many of us find yard signs obnoxious, but this shouldn’t deter you. Why? Because everyone reads them. How do I know this? Because politicians wouldn’t be using them if they weren’t effective. The only catch is that you need to use them effectively.

Has your agency every used a yard sign approach to promote something? If so, how did it work? What lessons did you learn. Please scroll down and share your thoughts and experiences in the comment box below.

Here’s to your health! (And happy election day, Illinois)  😉

Erik Anderson
Founder & President, The Healthy Non-Profit LLC
www.thehealthynonprofit.com
erik@thehealthynonprofit.com
http://twitter.com/#!/eanderson847
http://www.facebook.com/eanderson847
http://www.linkedin.com/in/erikanderson847