It's almost Halloween, a holiday I don't quite understand. Kids dress up in silly costumes and go house-to-house begging for candy by screaming, "trick or treat." I'm not sure what the trick part is, but the treat is whatever candy I haven't eaten yet (which is why I buy the good stuff).
What exactly does this have to do with fundraising? Well, let's think about it from the donor's perspective.
1. Do donors know who you really are or are they just seeing a costume?
While you may think it is a good idea to hide things from donors, particularly the bad stuff, they will eventually see through the mask. It is better to be honest about your situation and communicate with integrity, even if it means letting people know you have made a mistake or are facing a challenge. Just make sure you have solutions in place to show you are responsible and capable of handling a difficult situation.
2. Are you giving them treats throughout the year or just tricking them by only asking for money?
Do you ever get a letter from an organization and just throw it out because you know they are just asking for money? Is that really how you want your donors to react when you send them something- either by mail or email? Spreading out your asks throughout the year makes it more likely your donors will open correspondence and feel appreciated and involved in your cause.
3. Are they scared to approach your organization?
Do you make it easy for your donors to reach you? Do you ask for their comments, suggestions or ideas? Do you return calls and emails promptly? Step back and take a look into your organization. What do donors experience? Is the phone system a maze to navigate? Do you direct people to a generic email address that is not checked often (if at all)? Do you make people guess who they need to talk to, or worse, pass them off to the next person to handle? Put yourself in your donor's shoes and walk a mile or two. How does it feel?
4. Are you giving them the good candy?
Meaning, are you providing the highest quality of service to your donors, or are you doing the minimum amount necessary to make sure they give again? If you truly show appreciation for your donors, they will feel the gratitude and tell others about your work. Trust me, nothing spreads faster around the neighborhood than a house handing out the good stuff.
5. Are they (and you) having fun?
Donors can sense whether or not your, as a fundraiser, have passion for your cause. They can tell the authenticity of your actions. They can tell if you enjoy your job and love your life. Most of all, they want to be a part of an organization that is working hard to make a difference while having fun in the process. Isn't that what Halloween is all about?
So, if you were to ask your donors "trick or treat," what would they say?
Thursday, October 29, 2009
Saturday, October 17, 2009
Tips from a grant review panelist
Good afternoon everyone.
I wanted to share a recent experience I had as a panelist/grant reviewer for the Arts Build Communities grants funded by the Tennessee Arts Commission and administered by the Arts and Culture Alliance of Greater Knoxville.
Here are some observations and frustrations from that day. We reviewed 29 grants. Organization representatives had a chance to answer our questions before we scored the grants.
1. Make sure the grant is a good fit for your organization and the project for which you seek funding. The goal of this grant was to promote the arts to the community. That doesn't necessarily mean the community-at-large, but the community your mission serves.
2. Make sure your project matches your mission. One of the strangest grant applications was for a non-arts group asking for funds to produce a video about the history of their building. Nothing in the project touched on their mission or reached out to their community. It didn't even promote the arts in any way, shape or form.
3. If the grant application includes evaluation criteria, make sure to address each criteria thoroughly and clearly. The criteria for scoring was very straightforward for this grant. It included arts advocacy, evaluation methods, marketing and promotions and budgeting. The stronger these points, the stronger the grant application.
4. Be prepared to answer questions about your budget, especially if there is a deficit. You should be familiar with the project and organizational budget and be ready to defend each expense and explain each revenue source. Things have to make sense. Saying you are going to spend $3000 on two local bands when the previous group is going to spend $1500 on three local bands makes me wonder if you are able to carry out the project or spend the grant money wisely.
5. Pump up your evaluation process. Out of 29 grant applications, there were only 2 or 3 organizations that had strong evaluation methods. Most groups mentioned the basics- attendance, ticket sales, staff comments. What about feedback from participants, sponsors, guests, board and vendors? More importantly, discuss how you are going to use that feedback to make the project better.
6. Lastly, have someone who knows very little about your organization and/or project read the grant proposal. Never assume the grant reviewers know anything about you, your community, your issues and your challenges. And make sure you check the grant for grammer.
I hope these tips help you as you write your next grant.
Happy grant writing!
Kristina
I wanted to share a recent experience I had as a panelist/grant reviewer for the Arts Build Communities grants funded by the Tennessee Arts Commission and administered by the Arts and Culture Alliance of Greater Knoxville.
Here are some observations and frustrations from that day. We reviewed 29 grants. Organization representatives had a chance to answer our questions before we scored the grants.
1. Make sure the grant is a good fit for your organization and the project for which you seek funding. The goal of this grant was to promote the arts to the community. That doesn't necessarily mean the community-at-large, but the community your mission serves.
2. Make sure your project matches your mission. One of the strangest grant applications was for a non-arts group asking for funds to produce a video about the history of their building. Nothing in the project touched on their mission or reached out to their community. It didn't even promote the arts in any way, shape or form.
3. If the grant application includes evaluation criteria, make sure to address each criteria thoroughly and clearly. The criteria for scoring was very straightforward for this grant. It included arts advocacy, evaluation methods, marketing and promotions and budgeting. The stronger these points, the stronger the grant application.
4. Be prepared to answer questions about your budget, especially if there is a deficit. You should be familiar with the project and organizational budget and be ready to defend each expense and explain each revenue source. Things have to make sense. Saying you are going to spend $3000 on two local bands when the previous group is going to spend $1500 on three local bands makes me wonder if you are able to carry out the project or spend the grant money wisely.
5. Pump up your evaluation process. Out of 29 grant applications, there were only 2 or 3 organizations that had strong evaluation methods. Most groups mentioned the basics- attendance, ticket sales, staff comments. What about feedback from participants, sponsors, guests, board and vendors? More importantly, discuss how you are going to use that feedback to make the project better.
6. Lastly, have someone who knows very little about your organization and/or project read the grant proposal. Never assume the grant reviewers know anything about you, your community, your issues and your challenges. And make sure you check the grant for grammer.
I hope these tips help you as you write your next grant.
Happy grant writing!
Kristina
Monday, August 31, 2009
Do you know where your fundraising plan is?
I can't believe tomorrow is September 1. Where has the year gone? Just four more months of 2009. Are you ready for the year to end?
When was the last time you looked at your fundraising plan? How are you doing on your goals? Is it time to panic?
Take a few minutes this week to reconnect with your plan, figure out how you are doing and how you are going to make this the best year ever.
Do you need to step it up a notch? Are things slipping through the cracks? What needs to happen to meet your goals?
Is there an area that as exceeded expectations? Look at all you have accomplished so far this year and pat yourself on the back. Be proud of all that you have done and the amazing difference you are making in your community.
Let's make these last four months the best yet.
When was the last time you looked at your fundraising plan? How are you doing on your goals? Is it time to panic?
Take a few minutes this week to reconnect with your plan, figure out how you are doing and how you are going to make this the best year ever.
Do you need to step it up a notch? Are things slipping through the cracks? What needs to happen to meet your goals?
Is there an area that as exceeded expectations? Look at all you have accomplished so far this year and pat yourself on the back. Be proud of all that you have done and the amazing difference you are making in your community.
Let's make these last four months the best yet.
Thursday, August 20, 2009
Excellent Customer Service for Nonprofits
I wanted to publish an online newsletter. In order to save money, I decided to use a free online marketing service. I started this process in May. After three long, frustrating months, I decided to bite the bullet and use a paid online marketing service. Boy, am I glad I did.
What does this have to do with customer service? Well, not two hours after I signed up for the free trial, I received a phone call from an account representative thanking me for choosing them and asking if I had any questions. He also emailed me all of his contact information. I was so stunned to hear from him that I rambled on about how much I love their service and how much easier it was to use than the free service. I hung up the phone feeling so impressed and thrilled about my decision, even though I have to pay (and I am a cheapskate).
Now, how can nonprofit organizations use this example to improve "customer" service.
Imagine how special a donor would feel if they received a call simply thanking them for their support.
I used to call every donor that contributed $100 or more to my organization. I usually got an answering machine, but, on occasion, I would talk to the donor. What a joy it was to hear their surprise and gratitude for my taking the time to personally thank them. I would also gain valuable information, like why they support the organization and how they heard about us (if they are a new donor). I had a chance to learn more about their personal history, like if they have children, where they live or work and what they like to do. I kept track of all of this information and made sure to incorporate those details in the written thank-you note or in future conversations.
Imagine how impressed a donor would be to receive an immediate response from your organization.
The golden rule of donations is to "thank before you bank." I made it a goal to send than-you notes within 24 hours of receiving a gift. That wasn't always easy, but I made it a priority. There really is nothing more frustrating for a donor than to wonder if the check has been received, or, even worse, if their hard-earned gift was needed or appreciated. Now, imagine how special your donor will feel to get a thank-you letter with a special, personalized note on it. That is great customer service.
This goes for phone calls, as well. When a donor takes the time to call you with a question, suggestion, observation or complaint, they want to be a part of your organization. Not returning a call or waiting days to respond shows them they are not that important to you. And neither is their money.
Imagine how honored a donor would feel to be a part of your accomplishments and successes.
Think about how many times a year you talk to your donors and what you are saying to them. Do you only contact them to ask for money? Are your newsletters full of fluff, wants and needs? Is each contact impersonal and generic? How do you think that makes your donors feel?
Let them in and give them a sense of pride in what you have accomplished. Let them know how their donation made a difference for the organization and the community. Give them an inside scoop as to what is going on in your organization.
I remember an organization I had donated to for many years, and even volunteered with often, launched a huge new program that received lots of media attention. I had friends ask me about it because they knew how much I loved this organization. I felt somewhat disappointed that I wasn't aware of the big news and frustrated that everyone else was learning about the program at the same time.
Silly? Maybe. But imagine how special I would have felt to get a quick email outlining the new program and asking to join in the celebration of the launch. I could have forwarded the email to my friends asking them to donate money to support the program or made sure my media contacts were on the lookout for the big news. Instead, I felt left in the cold and unimportant.
How much of a role does great customer service play in your organization? By imagining how your donors feel and finding simple ways to make them feel special, you can strengthen your connection with current and potential donors and maybe even create ambassadors for your cause.
What does this have to do with customer service? Well, not two hours after I signed up for the free trial, I received a phone call from an account representative thanking me for choosing them and asking if I had any questions. He also emailed me all of his contact information. I was so stunned to hear from him that I rambled on about how much I love their service and how much easier it was to use than the free service. I hung up the phone feeling so impressed and thrilled about my decision, even though I have to pay (and I am a cheapskate).
Now, how can nonprofit organizations use this example to improve "customer" service.
Imagine how special a donor would feel if they received a call simply thanking them for their support.
I used to call every donor that contributed $100 or more to my organization. I usually got an answering machine, but, on occasion, I would talk to the donor. What a joy it was to hear their surprise and gratitude for my taking the time to personally thank them. I would also gain valuable information, like why they support the organization and how they heard about us (if they are a new donor). I had a chance to learn more about their personal history, like if they have children, where they live or work and what they like to do. I kept track of all of this information and made sure to incorporate those details in the written thank-you note or in future conversations.
Imagine how impressed a donor would be to receive an immediate response from your organization.
The golden rule of donations is to "thank before you bank." I made it a goal to send than-you notes within 24 hours of receiving a gift. That wasn't always easy, but I made it a priority. There really is nothing more frustrating for a donor than to wonder if the check has been received, or, even worse, if their hard-earned gift was needed or appreciated. Now, imagine how special your donor will feel to get a thank-you letter with a special, personalized note on it. That is great customer service.
This goes for phone calls, as well. When a donor takes the time to call you with a question, suggestion, observation or complaint, they want to be a part of your organization. Not returning a call or waiting days to respond shows them they are not that important to you. And neither is their money.
Imagine how honored a donor would feel to be a part of your accomplishments and successes.
Think about how many times a year you talk to your donors and what you are saying to them. Do you only contact them to ask for money? Are your newsletters full of fluff, wants and needs? Is each contact impersonal and generic? How do you think that makes your donors feel?
Let them in and give them a sense of pride in what you have accomplished. Let them know how their donation made a difference for the organization and the community. Give them an inside scoop as to what is going on in your organization.
I remember an organization I had donated to for many years, and even volunteered with often, launched a huge new program that received lots of media attention. I had friends ask me about it because they knew how much I loved this organization. I felt somewhat disappointed that I wasn't aware of the big news and frustrated that everyone else was learning about the program at the same time.
Silly? Maybe. But imagine how special I would have felt to get a quick email outlining the new program and asking to join in the celebration of the launch. I could have forwarded the email to my friends asking them to donate money to support the program or made sure my media contacts were on the lookout for the big news. Instead, I felt left in the cold and unimportant.
How much of a role does great customer service play in your organization? By imagining how your donors feel and finding simple ways to make them feel special, you can strengthen your connection with current and potential donors and maybe even create ambassadors for your cause.
Wednesday, August 5, 2009
Cultivating the Media
I had an interesting conversion recently with an owner of a new radio station here in Knoxville. She told me something that, frankly, shocked me to the core. She said she pays more attention to press releases that are faxed to her with a nice introductory note.
Wow. I don’t think I have faxed a press release in years. But I understand her reasoning. News directors, reporters and editors receive hundreds of press releases by e-mail each day. A majority of those are poorly written and, let’s be honest, not really interesting or newsworthy.
So, here are a few tips to getting the most from the media for your organization.
1. Know what the media can do for you and what it cannot.
Newspapers, radio stations, television news programs and blogs are great vehicles for showcasing your mission, needs, services and successes. Educating the public on what you are doing and how they can help is an invaluable way to bring attention to your cause. The downside is you can’t control what is written and when (or if) it is published. Know that a good journalist will get a response from the other side, and you may not like what is said.
2. Media outlets are not nonprofit organizations. They are businesses.
Each second of air time and every inch of print space means money for these news outlets. Yes, they want to promote your mission and event, but they have to make a profit.
3. Treat reporters and editors as you would major donors and funders.
Learn about the media outlet. Be respectful of their time. Find the correct person to send your release. At television news stations, it would be the assignment editor. At radio stations, it would be the news director. At newspapers, make sure to send the info to the correct department- it could be the Local, Lifestyles, Entertainment or Business editor.
4. You think you’re busy, try being a journalist.
Almost all newsroom have faced extensive cutbacks and staff reductions- fewer reporters covering more ground with less resources. Those who can provide high-quality photographs, B-roll, sound bites, access to experts and well-written releases are more of an asset to an overworked and underpaid reporter.
5. Know the difference between a public service announcement, advertising and news.
Public services announcements generally aim to raise awareness or change behaviors about a certain issue. PSAs are donated media time. Advertisements are paid media time and are more controllable. Typically, advertisements are used to promote an event or product. News is just that, something that has already happened or is currently happening that the audience needs to know about.
6. Want a guarantee you will be in the news, then buy advertising.
If you must have a quarter-page spot with sponsor mentions in the local section of the newspaper on the Sunday before your event, then buy the advertising space. It is the only way to control what will be printed and/or aired. Most news articles will not mention sponsors, so be careful when promising sponsorship benefits.
Getting media attention isn’t as simple as sending out a mass press release to hundreds of reporters. You wouldn’t blindly send a direct mail appeal that way and expect success, would you? Take the time to cultivate media sources and you’ll see the results pay off with stronger relationships and great media coverage.
Wow. I don’t think I have faxed a press release in years. But I understand her reasoning. News directors, reporters and editors receive hundreds of press releases by e-mail each day. A majority of those are poorly written and, let’s be honest, not really interesting or newsworthy.
So, here are a few tips to getting the most from the media for your organization.
1. Know what the media can do for you and what it cannot.
Newspapers, radio stations, television news programs and blogs are great vehicles for showcasing your mission, needs, services and successes. Educating the public on what you are doing and how they can help is an invaluable way to bring attention to your cause. The downside is you can’t control what is written and when (or if) it is published. Know that a good journalist will get a response from the other side, and you may not like what is said.
2. Media outlets are not nonprofit organizations. They are businesses.
Each second of air time and every inch of print space means money for these news outlets. Yes, they want to promote your mission and event, but they have to make a profit.
3. Treat reporters and editors as you would major donors and funders.
Learn about the media outlet. Be respectful of their time. Find the correct person to send your release. At television news stations, it would be the assignment editor. At radio stations, it would be the news director. At newspapers, make sure to send the info to the correct department- it could be the Local, Lifestyles, Entertainment or Business editor.
4. You think you’re busy, try being a journalist.
Almost all newsroom have faced extensive cutbacks and staff reductions- fewer reporters covering more ground with less resources. Those who can provide high-quality photographs, B-roll, sound bites, access to experts and well-written releases are more of an asset to an overworked and underpaid reporter.
5. Know the difference between a public service announcement, advertising and news.
Public services announcements generally aim to raise awareness or change behaviors about a certain issue. PSAs are donated media time. Advertisements are paid media time and are more controllable. Typically, advertisements are used to promote an event or product. News is just that, something that has already happened or is currently happening that the audience needs to know about.
6. Want a guarantee you will be in the news, then buy advertising.
If you must have a quarter-page spot with sponsor mentions in the local section of the newspaper on the Sunday before your event, then buy the advertising space. It is the only way to control what will be printed and/or aired. Most news articles will not mention sponsors, so be careful when promising sponsorship benefits.
Getting media attention isn’t as simple as sending out a mass press release to hundreds of reporters. You wouldn’t blindly send a direct mail appeal that way and expect success, would you? Take the time to cultivate media sources and you’ll see the results pay off with stronger relationships and great media coverage.
Thursday, July 23, 2009
If they could see what I see...
This past Tuesday, I spent the morning in court listening to child abuse and neglect cases. One of the groups that I work with is a CASA chapter (Court Appointed Special Advocates). A CASA volunteer acts as an advocate for the child as they maneuver through the court system. These kids need as many people as possible to stand up for them.
As I sat through case after case, I kept thinking that if everyone had this same experience, they would become a huge supporter of CASA. How could you not be moved by the plight of these children? If everyone could see what I am seeing, every child in the court system would have a CASA volunteer.
Later that day, I went to SOAR Youth Ministries in the Lonsdale community. I love this place. It feels so inviting and fun. There is always some activity going on- kids dancing, laughing and chatting up a storm. I caught myself thinking the same thing: if we could get everyone in the door, they would fall in these kids and support this great organization.
It may not be possible to get everyone into a courtroom or a community center, but you can take these stories and experiences out to everyone. Although it may not have the same impact, invoking an emotional response from current and potential donors is a sure way to increase their connection to your organization.
Telling stories in your newsletter, posting video on your website, including photos in your mailings and sharing powerful testimonials are ways to get potential donors to see what you see.
As I sat through case after case, I kept thinking that if everyone had this same experience, they would become a huge supporter of CASA. How could you not be moved by the plight of these children? If everyone could see what I am seeing, every child in the court system would have a CASA volunteer.
Later that day, I went to SOAR Youth Ministries in the Lonsdale community. I love this place. It feels so inviting and fun. There is always some activity going on- kids dancing, laughing and chatting up a storm. I caught myself thinking the same thing: if we could get everyone in the door, they would fall in these kids and support this great organization.
It may not be possible to get everyone into a courtroom or a community center, but you can take these stories and experiences out to everyone. Although it may not have the same impact, invoking an emotional response from current and potential donors is a sure way to increase their connection to your organization.
Telling stories in your newsletter, posting video on your website, including photos in your mailings and sharing powerful testimonials are ways to get potential donors to see what you see.
Wednesday, July 15, 2009
Questioning your existence
I've been working with a couple of small nonprofits on creating a case for support. It is an essential piece of the puzzle for every fundraising plan. A case for support makes the argument for why someone should give your organization money. Pretty important, right?
Some of the questions that must be addressed to make a strong case for support are not easy to answer. They might even make people uncomfortable. If staff, board and volunteers can't answer these questions, then how in the world can they make a strong case for a gift of any amount?
Here are some of the questions you need to ask yourself when working on a case for support.
1. Why does your organization exist?
2. Who benefits from your organization's services?
3. What effect does your organization have on its clients? On the community? On the world?
4. What makes your organization different from other organizations that serve the same cause?
5. What would happen if your organization didn't exist?
6. What is the recognized social need your organization serves? What proof do you have to show the social need must be addressed?
7. Why should someone give to your organization?
Tough questions, huh? Well, they should be. This process isn't something to do over lunch or during a single staff meeting. It is meant to really expose the urgent needs and value of your organization. Everyone should be involved, from staff and board members to key volunteers and select donors. Yeah, it is THAT important.
Some groups go through the process only to learn that no one is on the same page. Imagine getting five different answers for each question. What then? Obviously, there needs to be a realignment and reevaluation of the mission, and quick. You can see how valuable this process can be.
I would like to encourage each of you to take a look at your website, membership brochures, donor appeal letters, grant proposals, and all other external materials, and see if the questions above are answered in those materials.
If not, then it is time to begin the long, rewarding process of creating a case for support. Good luck!
**Check out "Developing your case for support" by Timothy L. Seiler for a step-by-step guide to creating your case for support. It is one of my favorite books on the topic.
Some of the questions that must be addressed to make a strong case for support are not easy to answer. They might even make people uncomfortable. If staff, board and volunteers can't answer these questions, then how in the world can they make a strong case for a gift of any amount?
Here are some of the questions you need to ask yourself when working on a case for support.
1. Why does your organization exist?
2. Who benefits from your organization's services?
3. What effect does your organization have on its clients? On the community? On the world?
4. What makes your organization different from other organizations that serve the same cause?
5. What would happen if your organization didn't exist?
6. What is the recognized social need your organization serves? What proof do you have to show the social need must be addressed?
7. Why should someone give to your organization?
Tough questions, huh? Well, they should be. This process isn't something to do over lunch or during a single staff meeting. It is meant to really expose the urgent needs and value of your organization. Everyone should be involved, from staff and board members to key volunteers and select donors. Yeah, it is THAT important.
Some groups go through the process only to learn that no one is on the same page. Imagine getting five different answers for each question. What then? Obviously, there needs to be a realignment and reevaluation of the mission, and quick. You can see how valuable this process can be.
I would like to encourage each of you to take a look at your website, membership brochures, donor appeal letters, grant proposals, and all other external materials, and see if the questions above are answered in those materials.
If not, then it is time to begin the long, rewarding process of creating a case for support. Good luck!
**Check out "Developing your case for support" by Timothy L. Seiler for a step-by-step guide to creating your case for support. It is one of my favorite books on the topic.
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