how to boost donor retention rates in 5 steps

#npEXPERTS | www.blackbaud.com/npexperts www.blackbaud.com/npexperts

Lessons from a Fundraising Insider:

How our Donor Retention Rates grew to 43%

#npEXPERTS | www.blackbaud.com/npexperts

Meet the #npEXPERTS

#npEXPERTS | www.blackbaud.com/npexperts #npEXPERTS | www.blackbaud.com/npexperts

Katherine Niederer-Morris I’m a passionate philanthropist, fundraising nerd and former member of the Stock Market Club at Argyle Middle School. I’m Katherine and I’m a small shop fundraiser. http://www.lenapope.org http://www.katherinemorris.org @KatOnALeash

#npEXPERTS | www.blackbaud.com/npexperts #npEXPERTS | www.blackbaud.com/npexperts

http://www.lenapope.org

The mission of Lena Pope is to help create hope, happiness, and success for children and families. When it started in 1930, Lena Pope was a home for orphans and children in need in the Fort Worth area. Lena Pope has evolved to meet the changing needs of our community. Our focus is on empowering families to stay together. We do this by focusing in two major program areas.

#npEXPERTS | www.blackbaud.com/npexperts

How did we do it?

#npEXPERTS | www.blackbaud.com/npexperts

Keeping a Healthy Database

#npEXPERTS | www.blackbaud.com/npexperts

Keeping a Healthy Database 1.  “Monday morning” reporting

a.  New donor b.  Donors over $250 c.  Consecutive donors d.  LYBUNT/SYBUNT

2.  Address updates a.  Mail house b.  Post office returns

3.  Action tracking a.  Global ads for mailing b.  Personal thank you letters c.  Phone calls d.  Solicitor info

#npEXPERTS | www.blackbaud.com/npexperts

•  50-70 emails a week •  Lots of phone calls •  Personal letters & notes •  …. with no response.

Being Comfortable with Silence

#npEXPERTS | www.blackbaud.com/npexperts

Focused on Courting New Donors

#npEXPERTS | www.blackbaud.com/npexperts #npEXPERTS | www.blackbaud.com/npexperts

•  New donor packet - $4.70 (ugh!) •  Not listening to donors •  Asking for the second gift to quick

What hasn’t worked?

#npEXPERTS | www.blackbaud.com/npexperts #npEXPERTS | www.blackbaud.com/npexperts

What HAS worked? •  Fast email response (short and to the point) •  Super personal tone •  Don’t start with “Thank You” •  Tell them about the impact •  Ask them to go have lunch/coffee

#npEXPERTS | www.blackbaud.com/npexperts

Lots of Coffee Dates

#npEXPERTS | www.blackbaud.com/npexperts #npEXPERTS | www.blackbaud.com/npexperts

My Go-to Questions... 1.  Are you from the area? (People like to give)

2.  How’d you get connected with Lena Pope? 3.  What other nonprofits are you involved with? (Helps ID interests)

4.  How did you like … (event, giving exp., etc)

5.  Would you like to come see more?

#npEXPERTS | www.blackbaud.com/npexperts

Keeping it Interesting

#npEXPERTS | www.blackbaud.com/npexperts

Suggested reading... 1.  TMZ 2.  The Invention of Wings 3.  Foodie 4.  Travel to new places (Go Spurs Go!) 5.  Local activities

#npEXPERTS | www.blackbaud.com/npexperts

Additional Key Drivers

Leadership I’ve been very fortunate to work for a Director and Executive Director who allow me to be creative and take risks.

Thank Yous We had one letter that was sent to everyone regardless of the gift, program or purpose. Now, we have 12.

#npEXPERTS | www.blackbaud.com/npexperts

Whats on the horizon...

Annual Reports Changing annual reports from super formal to short form with lots of imagery.

“Hard hat tours” “Hard hat tours” of new building (in construction).

Thank Yous Revamping thank you letter from exec. dir.

Infographics Visual stewardship reports (al la the INFOGRAPHIC)

#npEXPERTS | www.blackbaud.com/npexperts

Building a Community of Sharing Connecting with peers, sharing my thoughts and experience, leveraging social

media. http://www.katherinemorris.org

#npEXPERTS | www.blackbaud.com/npexperts #npEXPERTS | www.blackbaud.com/npexperts

www.blackbaud.com/npexperts