12 questions to ask yourself to avoid disrespecting your supporters

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Greg Warner is CEO and Founder of MarketSmart, a revolutionary marketing software and services firm that helps nonprofits raise more for less. In 2012 Greg coined the phrase “Engagement Fundraising” to encapsulate his breakthrough fundraising formula for achieving extraordinary results. Using their own innovative strategies and technologies, MarketSmart helps fundraisers around the world zero in on the donors most ready to support their organizations and institutions with major and legacy gifts.

12 questions to ask yourself to avoid disrespecting your donorsIn the for profit world they call it customer service.

All of us get frustrated when we feel slighted or disrespected. Yet, sadly, nonprofits are slighting and disrespecting their supporters every day with poor customer service.

Here are some questions to ask yourself to see if you are disrespecting your supporters.

  1. Is your “DONATE NOW” button easy to find?
  2. Are you using the Donor Advised Fund widget on your website to make it easy for wealthier supporters to make major gifts (average is over $4,000) online?
  3. Is your website talking about your organization and how awesome you are? Or are you making the donor feel like the hero? Do the latter, not the former!
  4. Is it easy for a supporter to talk to a human being (not a recording) at your organization?
  5. Can they instantly “CHAT” online with someone on your staff?
  6. Can they volunteer or get involved easily?
  7. Can they see how their gifts are making a difference?
  8. Have you invited them to see proof of the impact of their donations recently?
  9. Are you asking them for too much money too frequently?
  10. Are you constantly increasing the ask amount without showing the impact of their gifts or providing opportunities for engagement?
  11. Worst of all, are you spamming your supporters or sending them junk mail that ticks them off?
  12. And finally, but most importantly, are you surveying your supporters to learn about their wants, needs and desires?

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3 years ago

Recent article in the Chronicle of Philanthropy indicated that several larger charities have dropped the DAF widget as it was not being utilized. Is there research indicated this is generating additional gifts for organizations? Is it a perception issue in the mind of the donor that the organization is focused on meeting the needs of partners?

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