5 Tips for Giving Donors What They Really Want

Do you know what your donors want?

Do they want a clever t-shirt? A fancy certificate? A lovely lapel pin? A practical coffee mug? A recognition lunch?

Maybe. However, while some donors will appreciate receiving trinkets or invitations to recognition events, others really don’t care and still others will view such items as a waste of money.

So, what do your donors really want?

Virtually all donors want to know that their donations will have a positive impact. In other words, donors of all sizes want to know that their contributions make a difference. The younger the donor, the more true this is. In addition, they want to feel like they are partners with the organizations they support.

Renata J. Rafferty, in her book Don’t Just Give It Away, advises philanthropists, “You truly want the charity to view you as a partner in its work, and partnerships are successful only when all parties can be candid with one another.”

The way to partner with donors and let them know they are having the desired impact is through solid stewardship. You need to be transparent. You need to candidly give them the information they want.

Stewardship is defined by the AFP Fundraising Dictionary as:

a process whereby an organization seeks to be worthy of continued philanthropic support, including the acknowledgment of gifts, donor recognition, the honoring of donor intent, prudent investment of gifts, and the effective and efficient use of funds to further the mission of the organization.”

As I mention in my book, Donor-Centered Planned Gift Marketing:

Stewardship will help the donor feel good about her commitment. It will ensure that revocable gifts (i.e., bequests) remain in force and, perhaps, increase in value over time. Good stewardship can also lead to another planned gift from the donor. For example, a donor who makes a bequest commitment may be impressed by the organization and a sufficient level of trust might have been developed through the process to allow the donor to feel comfortable making a donation to establish a charitable gift annuity (CGA). A donor who establishes a CGA may feel so comfortable having done so, he may decide to establish a second. Or, a CGA donor may make a bequest commitment.”

Great stewardship can help strengthen your organization’s relationships with donors. The additional benefit is that solid stewardship of existing donors can also build relationships with prospective donors as well.

Jewish Federation of Greater Philadelphia has figured this out.

Rather than generating a bland, corporate annual report that examines the fiscal condition of the organization, Federation has produced a Community Impact Report that looks at the difference the organization is having on people’s lives.

There are a number of things worth noting about the Community Impact Report:

1. It exists. Perhaps the most noteworthy thing about the report is simply that it exists. Most nonprofit organizations thank donors for their support. However, far fewer charities report on how gifts are put to use.

Federation prepares a Community Impact Report each year. Actually, it usually prepares two reports, mid-year and end-of-year documents. Now on its fifth report, Federation uses the information to keep the community updated about its work toward mission fulfillment.

2. It focuses on outcomes. Unlike a typical annual report, the Community Impact Report is not a state-of-the-organization analysis. Instead, the report examines the impact the organization is having on its service area. It’s a report about mission fulfillment.

“Our donors really appreciate seeing the level of accountability we have achieved,” says Alex Stroker, Federation’s Chief Operating Officer. “They also like to know that we are focused on program outcomes.”

16 Tips for Crafting a Powerful Postcard Campaign

As you might imagine, I regularly receive direct mail appeals from many charities. Most of them are truly “junk mail.” After a quick glance, I quickly deposit the junk appeals into the recycling bin where they will do much more good than their intended purpose.

JFGP Postcard (click for larger image)

Occasionally, I’ll receive a mailing that captures my attention, for the right reasons. Even more rarely, I’ll find something in my mailbox that is worthy of sharing with you. Earlier this month, I found just such a piece.

The postcard mailing from the Jewish Federation of Greater Philadelphia arrived shortly before the Passover and tied into the holiday. This post contains an image of the front and back of the postcard so you can see it for yourself. Federation did a great job with the piece. So, let me take a few moments to share some tips we all can learn from it:

1. Get rid of the envelope. One of the greatest challenges with direct mail is getting people to open the envelope. They won’t get your message unless they do. If you can get your message across in a way that does not require a full mailing package, you can overcome this challenge by simply doing away with the envelope altogether. Federation’s postcard mailing has done exactly that.

2. Employ a pattern interrupt. Another challenge with direct mail involves figuring out ways to engage the recipient so they spend more than two seconds with the piece before tossing it into the trash. When most folks go through their mail, they quickly look for the fun stuff and bills. People quickly weed-out what appears to be junk.

So, how did Federation disrupt the typical mail-sorting pattern? They did it with two very different photos on the front of an odd-sized postcard. While speedily going through my mail, I noticed an old-fashioned, sepia-tone photo of an older couple on the postcard. Beside it, there was a contemporary color picture of a cute, young child eating matzo. The postcard got me to ask, “Huh, what’s this about?”

In other words, Federation caught my attention by being unusual and by presenting contrasting photographs. They knocked me out of my normal mail-sorting pattern.

3. Make it easy to read. By printing black type on a white background, Federation provides strong contrast that makes reading easier. While reverse type was used – something I normally do not approve of — it was used sparingly and with a larger serif font ensuring easy readability.

4. Keep the message brief but impactful. In about 50 words, I learned that Mr. and Mrs. Schweig had passed away long ago. However, I also learned they had contributed to Federation. Most compellingly, I discovered that their generous support would feed 1,500 community members in need during Passover.

The generosity of the Schweigs impressed me. The depth of the community need surprised me. The organization really had my attention.

5. Engage the reader. I was already engaged with the postcard when the photos caught my attention and I read the pithy message on the front of the card. However, the card engaged me further with a simple question: “What will your legacy be?” By asking the reader a question, you can get them to stop and think.

6. Provide more details. On the address-side of the postcard, the reader is told that Mr. and Mrs. Schweig made their gift through a bequest. Providing additional details and telling people where they can get even more information will satisfy all readers and their individual levels of curiosity.

7. Demonstrate impact. Donors want to make a difference. Whether they give to the annual fund or make a planned gift commitment, people want to know that their support will have a positive impact. They want to know that their donations will be used efficiently to help the organization fulfill its mission.

This postcard shows how the support of past donors is being put to good use. The implied messages are: We wisely use the support from past donors to help the community. We can help you to have a positive, high-impact as well.

Special Report: Do You Want to Talk with an Award-Winning Author?

Have you ever read a book and wished you could talk directly with the author? Did you ever want to pick the brain of the author to get additional helpful ideas? Have you had questions about the material that you desired to explore more deeply? Were you ever curious about the author’s view of the future? Did you ever wonder what parts of the book the author felt were most important? Did you ever want to let the author know which parts of the book you particularly liked or which parts you disagreed with? Have you ever wanted to know if the author had acquired valuable, new information since writing the book?

If you answered “Yes” to any of the above questions, I have a special opportunity that will interest you.

I (Michael J. Rosen, CFRE) will be interviewed on The Nonprofit Coach Radio Show on Tuesday, February 26, 2013 at 12:00 PM (EST).

I wrote the bestselling book Donor-Centered Planned Gift Marketing, for which I won the AFP/Skystone Prize for Research in Fundraising and Philanthropy. The book is on the official CFRE International Resource Reading List. I’ll be discussing the book with host Ted Hart, ACFRE. We’ll also look at the challenges and opportunities presented by recent changes in government policy.

During the program, listeners will have the opportunity to call in to ask questions. You can learn more about the broadcast and find the call-in number by clicking here.

I invite you to listen to the show live and to participate by calling in to the program. If you’re unable to listen to the live show, you will be able to stream it after the broadcast.

Special Report: Are You Ready for 2013? These FREE Resources Will Help

When Congress recently adopted the American Taxpayer Relief Act of 2012, it had an immediate impact on the nonprofit sector. The new law provides some opportunities and challenges. Are you ready for both in 2013?

I’ve already written two posts to provide some useful insights:

• “Special Report: Everything Each NPO Must Know about Fiscal Cliff Legislation”
• “Fiscal Cliff Disaster Averted, but Trouble Looms”

Now, Viken Mikaelian and Brian Sagrestano, JD, CFRE, of PlannedGiving.Com, are offering a free webinar on Wednesday, January 16, at 2:00 PM (EST). “What to Tell Your Prospects” will explore:

Special Report: Everything Each NPO Must Know about Fiscal Cliff Legislation

A dysfunctional White House and Congress officially took the United States over the so-called “Fiscal Cliff” at the close of December 31. Fortunately, a deal was reached late on New Year’s Day, hopefully averting what economists say would have been an almost certain return to deep recession.

Since the American Taxpayer Relief Act of 2012 was passed, there’s already been a great deal of confusion and misinformation about what the Act means to the nonprofit sector. 

Thankfully, Brian M. Sagrestano, JD, CFRE, a consultant and co-author of Philanthropic Planning Companion: The Fundraiser’s and Professional Advisors’ Guide to Charitable Gift Planning, has written a careful and thorough analysis of the 157-page Act with particular attention to: income taxes, long-term capital gains and qualified dividends, gift and estate taxes, the IRA Charitable Rollover, and other provisions. He also predicts the impact the Act will have on philanthropy and provides some important tips for all nonprofit organizations.

Top Ten Posts of 2012, and Other Reflections

We’ve survived another “Doomsday”! Now, as 2012 draws to a close, I thought it would be interesting to look back briefly before we march into the new year.

 

Happy New Year!

 

For starters, let’s look at which of my posts have been the most read in the past year:

1. Survey Sounds Alarm Bell for Nonprofit Sector

2. Can a Nonprofit Return a Donor’s Gift?

3. 10 Essential Tips to Protect Children from Real Monsters

4. Garth Brooks Sues Hospital for Return of $500,000 Gift

5. 8 Valuable Insights from a Major Donor

6. Overcoming the 9 Fundraising NOs (Bernard Ross)

7. Breaking News: Brain Scan Study Gives Fresh Insight into Charitable Giving Behavior

8. What NOT to Do in Your Email or Direct Mail Appeals

9. 20 Factoids about Planned Giving. Some May Surprise You.

10. Two Major Factors that Demotivate Donors

I invite you to read any posts you might have missed by clicking on the title above. If you’ve read them all, thank you for being a committed reader.

I’m honored to know that I have readers from around the world. (I love the Internet!) While I appreciate all of my readers, I thought it would be interesting to look, beyond the United States, to see my top ten countries for readership:

Special Report: PANO Webinar, “Planned Giving Primer”

On Wednesday, December 12, 2012, I will be co-presenting the webinar “Planned Giving Primer” from 1:30 – 3:00 PM (EST – 05:00 GMT). The program is hosted by the Pennsylvania Association of Nonprofit Organizations and the Nonprofit Issues newsletter.

To participate in the live program, click here to register. To purchase a recording of the program at the PANO Online Store, click here. 

Don Kramer, an attorney with Montgomery McCracken Walker & Rhoads and publisher of Nonprofit Issues, and I will review the major planned giving instruments and discuss which ones make the most sense to emphasize in starting a planned giving program. We will also discuss the advantages of integrating planned giving into an existing development program, targeting the best prospects, getting buy-in from the board, and techniques for generating gifts.

“Isn’t it Better to Give and Receive?”

While reading a local newspaper, I came across an advertisement from a national nonprofit organization. The headline in the ad read:

Isn’t it Better to Give and Receive? — [Name of organization deleted] Life Income Plans”

I liked the mildly clever twist on a common phrase. So, I took a moment to read the text that followed:

My dad and I have that special father/daughter relationship you read about. So while I know he needs some extra cash to make life more comfortable, I don’t want to insult him by giving him checks all the time.

I’ve decided to give this dear, generous, wonderful man a gift annuity from [name of organization deleted]. It accomplishes everything I want in one simple gift. He will receive a partially tax-free stream of income for the rest of his life, and I won’t have to embarrass either of us, because [name of organization deleted] will send the checks directly to him. I will receive an income tax deduction on a portion of the gift in the year in which I make the gift.

I’ll have the satisfaction of knowing that I’ve done the right thing for my Dad, and for [name of organization deleted].

What could be better? We give and we receive, it’s the perfect partnership.”

The ad included a sample gift annuity illustration for a $50,000 gift for an 80 year old annuitant. The ad also included a photograph of a middle-age woman. In addition, it included a generic development-office email address, development-office mailing address, and 800 telephone number.

While I want to focus on the story told in the ad, I do want to also mention that the ad would have been stronger if the organization had included the name of a specific contact person. Prospective donors are more likely to email, mail, or call a named individual rather than a faceless institution.

Ok, let’s look at the story.

The ad told a terrific, seemingly heartfelt story. However, I was immediately suspicious that the story was a fiction. The photo of the woman, presumably the “daughter” from the story, had that stock-photo look to it. No names, not even simply first names, were used in the story. The story also did not mention anything related to the organization’s mission making it seem like a product pitch.

So, I called the organization’s head of planned giving to learn more about the ad. She was kind enough to take the time to speak with me which I greatly appreciate.

New Economic Data Suggest Continued Fundraising Challenges. What Can You Do?

Based on the latest economic data, nonprofit organizations in the USA should not expect significant growth in philanthropy through at least 2013. Fortunately, there are at least 10 things you can do to help your nonprofit weather the storm.

Historically, philanthropy in the USA has been approximately two percent of Gross Domestic Product. While this is not necessarily a cause-and-effect relationship, the correlation is consistent. Therefore, with slow economic growth, we will likely see slow philanthropic growth.

In 2011, the US experienced an annual GDP growth rate of 1.8 percent. That same year, overall giving rose by 4.0 percent in current dollars or 0.9 percent in inflation adjusted dollars, according to Giving USA 2012.

In the first quarter of 2012, the US economy grew at a rate of 2.0 percent. In the second quarter of 2012, US economic growth slowed to just 1.5 percent. Most economists agree that a growth rate of 2.0 percent or less is insufficient to lower the unemployment rate, now at 8.2 percent. Looking ahead to 2013, the Federal Reserve forecasts a growth rate of 2.5 percent, still modest.

For the nonprofit sector, the GDP numbers mean the sector can expect philanthropy to grow in 2012 at a similar rate to 2011. Growth in 2013 will likely not be much better.

Despite my lack luster predictions for the nonprofit sector, I do believe there are at least 10 things that individual organizations can do to stimulate increased giving. If you implement just some of these ideas, your organization will likely achieve above average fundraising results:

1. Hug your donors. Ok, maybe not literally. But, you do need to let your donors know you love and appreciate them, now more than ever. Do you quickly acknowledge gifts? You should do so within 48 hours. Do you effectively thank donors? You should do so in at least seven different ways. Your thank you letters should be reviewed to ensure they are heartfelt, meaningful, and effective. Have board members call donors to thank them.

2. Tell donors about the impact of their gift. Donors want to know that their giving is making a difference. If their giving isn’t making a difference or they aren’t sure, they’re more likely to give elsewhere. So, report to your donors. Tell them what their giving is achieving and that their support is being used efficiently.

3. Start a new recognition program. One small nonprofit organization I know has started a new, special corporate giving club. CEOs of the corporate members are placed on an advisory board, receive special recognition, and are provided with networking opportunities. This new recognition program has already generated over $50,000 and is expected to generate far more. While enhancing existing recognition efforts is beneficial, starting a new recognition program can yield significant results.

Two Major Factors that Demotivate Donors

I recently spent a fair bit of time teaching graduate students, in my “Advanced Fund Development” class at Drexel University, about what factors motivate major and planned gift donors. Much research has been done and much has certainly been written on the subject. I even felt strongly enough about the topic to have devoted a full chapter to it in my book, Donor-Centered Planned Gift Marketing.

While it is critically important to understand what motivates people to donate money and, more specifically, to make major and planned gifts, it is also necessary to recognize how individuals can become demotivated.

While an organization’s being polarizing (see my previous post about The Salvation Army), self-centered, or running afoul of the factors that motivate people will certainly demotivate prospective donors, there are two particular demotivating factors that are especially noteworthy. The George Washington University discovered the two factors in a focus group study it commissioned involving university alumni.

Taking care of family is a primal need.

One of the biggest deterrents to making bequest commitments is the universally held belief:

Family comes first.

That’s to say, family comes before any nonprofit organization. The priority for most individuals is to take care of their loved ones. This often means keeping wealth within the family. To respond to this concern, organizations need to show prospects how a meaningful gift can be made, at a minimum, without asking loved ones to suffer. When possible, prospects should be shown how a planned gift can actually benefit loved ones. Consider this example from the Smithsonian Institution that was shared with me by John B. Kendrick:

When I first arrived at the Smithsonian Institution as Director of Planned Giving, a colleague recommended that I contact Cliff, a person who had responded to a [Charitable Gift Annuity] advertisement in Smithsonian magazine a few months before. Cliff wanted to make sure the Smithsonian was strong financially. At age 96, he was still incredibly alert mentally, and he wanted to provide a lifetime income for his wife, who was nearly 20 years younger.

He appreciated the Smithsonian, but frankly was more concerned about the safety of her guaranteed payments than supporting a particular charitable purpose. A consultant to the Smithsonian had traded more than 20 e-mails with Cliff, who originally inquired about a $10,000 CGA.

As he became convinced of the Smithsonian’s financial strength, he quickly increased his inquiry to a CGA for $1 million. But no one had ever called him—they had simply been trading e-mails! I telephoned Cliff, and the discussion quickly progressed; within another two months he sent in stock certificates to establish a $500,000 CGA for his wife. Over the next year, he created two additional $500,000 CGAs for his wife—for a total of $1.5 million.

But that’s not the end of the story.

He had a son who was not strong with money management. Cliff still actively managed his own finances and made periodic distributions to his son. I suggested setting up a CGA or Charitable Remainder Trust now for the son, but Cliff insisted that he wanted to manage his money outright for as long as possible. We agreed, however, that a testamentary CGA for his son would meet his desires. I provided sample language, and Cliff’s lawyer modified his estate plan to include a $2 million testamentary CGA.

From a $10,000 inquiry, we received $3.5 million in gifts because we took the time to show Cliff how we could help him take care of his family.”

The other major demotivator discovered by The George Washington University is: