The Importance of Exceeding Donor Expectations

Building relationships with donors is probably the most important thing you can do as a Fundraiser. After all, good fundraising is based on relationships. One thing you can do to easily set your organization apart from all the rest in your donors' minds is to exceed their expectations.
Before you can exceed your donors' expectations, you need to know what they expect from you. More than likely, they expect to be treated fairly and with respect. The probably expect to be thanked for their gift with a letter. At events, they expect to have some fun.
What do we do to go above and beyond these expectations? What do we do that sets people talking, creating incredible word-of-mouth publicity for our organizations? It's not usually hard or expensive to do, but it does require some thought.
Here are some tips for exceeding your donors' expectations.
o Thank donors warmly, sincerely, and promptly every time. Make sure they know how much you appreciate their support. And be consistent about it. Add hand-written notes to your correspondence. Pick up the phone and call just to say 'thank you.'
o When donors visit your facility, treat them warmly. Give them an insider's tour. Tell them about your future plans for your organization.
o Invite your best donors to lunch with your Executive Director and/or your Board President. Ask their opinion about your work and tell them about upcoming plans for your programs. People love to feel special and having access to the top people in your organization will give them an exclusive glimpse into your plans.
o At events, do your best to give donors a great experience. Try to add a twist or an element of fun that will leave them talking about your organization for weeks to come. Recently, I attended a high school graduation that ended in fireworks. It definitely created word-of-mouth for the school because it was such an unusual and unexpected finish.
If you really want to know what your donors expect from you, ask them. Do a survey to find out what they want. Then you'll be much better able to give them a great experience with your organization.
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Author Bio:
Sandy Rees is a nonprofit fundraising coach and speaker who shows small nonprofit organizations how to raise more money, gain more supporters, and strengthen their Boards.
(c) Sandy Rees, CFRE
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