Category: Repeat

The Two Times Smaller Orgs Get More Complaints

Steven  |  Repeat
complaint

There are two times smaller organizations get more complaints:

  • When they start to send out more fundraising. For instance, the organization sends out 4 appeals instead of their usual 2.
  • When their fundraising starts to include more details about what life is like for the people they serve. For instance, the organization includes a description of how a person suffers before the organization helps them.

What makes this situation emotionally complex is that – in both these cases – the organization also raises more money.

When organizations send out more fundraising, they receive more complaints and they raise more money.

When organizations send out fundraising that clearly shares the “need” that the organization serves, they receive more complaints and they raise more money.

This is when organizations realize that “receiving more complaints” and “raising more money” are correlated. They almost always happen at the same time. There’s something about powerful fundraising that causes both more complaints and more gifts.

Then the organization realizes it has a choice. It can raise a lot more money (and do more of its mission work) and, in return, handle a complaint now and again.

Or it can change its fundraising so that no complaints are generated, and raise less money (and do less of its mission work).

Each organization gets to make its own choice.

Read the series:

  1. Getting Used to Complaints
  2. Outline for How to Respond to a Complaint
  3. Not All Complaints are Equal
  4. Natural, But Not Productive
  5. The Two Times Smaller Orgs Get More Complaints (this post)
  6. So. Many. Reasons. To. Complain.
  7. The Harmful Big Assumption
  8. Turning Complaints into Gifts
  9. “Friendly Fire” — Complaints from Internal Audiences
  10. Our Final Thoughts on Complaints

Natural, But Not Productive

Steven  |  Repeat
complain

It’s good to recognize that it’s natural to focus on complaints.

Unfortunately, it’s also natural to focus too much on complaints.

Here’s a story I just heard that illustrates this perfectly.

A famous person went to a basketball game in New York. They were shown on the jumbotron and the arena erupted in applause.

And as they were leaving the game, a heckler let them have it for a few seconds.

This person spent the entire limo ride home talking about the heckler and reliving those few seconds. The applause was never mentioned.

The famous person forgot about the avalanche of positive feedback and focused on the one negative.

A lot of nonprofits have the same reaction to a complaint; they forget about all the gifts that came in, and they focus on the one negative. (Funny thought: if the famous person were a smaller nonprofit, couldn’t you see one of their Board Members saying, “Well, you certainly can’t ever go to a basketball game again”?!?)

It’s part of the human condition to put more attention to negative information than positive information. It’s natural, but not productive.

As people who are fundraising on behalf of beneficiaries and causes, our reaction to a complaint must be more emotionally sophisticated than, “Well, we need to make sure that never happens again.”

In the same way you & I know that the person at the game shouldn’t let one heckler be more important than an arena full of people applauding… we also know that we shouldn’t let one complaint be more important than 100 gifts. Or 10. Or even 1.

Read the series:

  1. Getting Used to Complaints
  2. Outline for How to Respond to a Complaint
  3. Not All Complaints are Equal
  4. Natural, But Not Productive (this post)
  5. The Two Times Smaller Orgs Get More Complaints
  6. So. Many. Reasons. To. Complain.
  7. The Harmful Big Assumption
  8. Turning Complaints into Gifts
  9. “Friendly Fire” — Complaints from Internal Audiences
  10. Our Final Thoughts on Complaints

Not All Complaints are Equal

Steven  |  Repeat

Not all complaints are equal. 

For instance, a complaint from a non-donor who is subscribed to your email newsletter should be given less time and attention than a complaint from a beneficiary or staff member.

So, a smart organization responds differently to different complaints.

As an organization responds to a complaint, there are three main “variables”:

  • Change the level of energy put into the response
  • Change the fundraising the complainer receives in the future
  • Change the fundraising all donors receive in the future

Change the Level of Energy

You can vary how much energy you respond to a complaint with.

For instance, the complainer can receive a pre-written email that acknowledges their complaint and thanks them for submitting it… or be met for coffee and an hour-long conversation… or anywhere in between.

Don’t spend more energy than needed when responding to complaints.

Note: this principle also applies to an organization’s internal response to complaints.  A complaint can kick-start worried discussions and hijack future meetings… or it can be quickly submitted into a system and handled professionally.

Change What the Complainer Receives

You can vary the amount or selection of fundraising you send to the person who complains. 

Perhaps they only want to receive a certain type of your fundraising impacts, like your newsletters but not your appeals.  Or they’d like to receive fewer overall pieces.

Code that person’s record in your CRM appropriately and/or make notes to future list pulls, and move along.

Change What Everyone Receives

You can change all of your fundraising that every donor receives.

This is making changes like, “We can’t ever use that phrase again” or “Let’s reduce the number of mail pieces and emails we send.”

This is the most drastic approach.  It’s the approach that smaller nonprofits tend to gravitate towards because of fears that the complainer is speaking for untold numbers of people.  But it’s the approach least used by larger organizations, because they know that one complainer does not speak for anyone but themselves.

Right-Sized Response

The trick is to right-size your response. 

Our advice is to always value complaints and the person making them.  It’s important to respond warmly  because when a person complains, the response or interaction they have with the organization is often the only customized, personal interaction they’ve ever had with the organization.  The person will form a lot of their opinion about the organization based on this interaction.

And at the same time, respond to each complaint with the right amount of energy and the right level of response. Over-reaction gives recipients more power than they deserve.

In a nutshell, one person’s fundraising preferences should not drive your organization’s fundraising strategy.

Read the series:

  1. Getting Used to Complaints
  2. Outline for How to Respond to a Complaint
  3. Not All Complaints are Equal (this post)
  4. Natural, But Not Productive
  5. The Two Times Smaller Orgs Get More Complaints
  6. So. Many. Reasons. To. Complain.
  7. The Harmful Big Assumption
  8. Turning Complaints into Gifts
  9. “Friendly Fire” — Complaints from Internal Audiences
  10. Our Final Thoughts on Complaints

Getting Used to Complaints

Steven  |  Repeat
Listen to complaints.

There’s a stage every medium to large nonprofit (that’s reliant on individual donors for a significant portion of its income) goes through as they grow.

The nonprofit gets used to complaints.

These organizations know that, once they reach a certain number of donors, they are going to receive complaints. It’s a certainty. There’s no way NOT to receive complaints because of the number of humans involved.

(It’s good to remember that fundraising often reveals tension that the donor holds. That tension usually results in a gift, and sometimes results in a complaint.)

When an organization that accepts complaints as a “cost of doing business” receives a complaint, they respond warmly. There’s a process, and the complaint is given the attention it deserves (no more and no less). The organization knows that a complaint is often more about the complainer than the organization. And the organization has boundaries so Complainers are listened to but not given undue power.

Then the organization continues to execute its communication strategy. No changes are made. The water rolls right off the duck’s back. They keep raising more money every year.

On the other hand… if a complaint comes into an organization that values never receiving complaints, a ruckus ensues. The complaint and the Complainer are somehow interpreted to be speaking for all donors. The thousands of dollars that came in at the same time as the complaint are basically ignored. Communication content and strategy are changed.

And the organization manages itself to remain smaller than it could be.

Complaints are a cost of doing business. Complaints are a fee, not a fine. Understand that complaints are going to happen, develop a process and a mindset to respond appropriately, and keep growing.

Your beneficiaries are counting on you to put up with a little noise in order to do more good.

Read the series:

  1. Getting Used to Complaints (this post)
  2. Outline for How to Respond to a Complaint
  3. Not All Complaints are Equal
  4. Natural, But Not Productive
  5. The Two Times Smaller Orgs Get More Complaints
  6. So. Many. Reasons. To. Complain.
  7. The Harmful Big Assumption
  8. Turning Complaints into Gifts
  9. “Friendly Fire” — Complaints from Internal Audiences
  10. Our Final Thoughts on Complaints

The Habit

Steven  |  Repeat
Habits

There’s a habit your organization can develop that will result in raising more money and keeping more of your donors each year.

It’s the habit of regularly using the mail and email to stay in relationship with your donors.

Here’s why the habit of regularly sending mail and email to your donors is so powerful…

The habit of regularly Asking your donors to do meaningful, powerful things with a gift through your organization results in more gifts. Donors in motion tend to stay in motion. Donors at rest tend to stay at rest.

The habit of regularly Reporting to your donors shows and tells them that their gifts make a difference. Donors who know their previous gift made a meaningful difference are more likely to give to you again than donors who don’t.

The habit of regularly contacting your donors always works better than “going dark” for weeks or months at a time.

The habit of regularly contacting your donors via letters and emails is more effective than Social.

The habit of regularly contacting your donors always works better than sending nothing.

Getting in the habit of regularly sending out mail and email, paying attention to the results, always works better than any other approach.

It’s a habit you must develop

First, you must get past the idea that mailing your donors more than a couple times a year will somehow result in the mythical “donor fatigue.” If you need help with that, look here. Or here.

Then you have to realize that each piece you send out is not precious. Each piece you send out is an overwhelmingly positive incident that raises money, keeps you in touch with your donors, and is a learning opportunity.

Then you just have to practice. You need repetition. Sending out mail and email is like any other skill; you get better with practice.

Show me an organization that has developed a habit of regularly mailing and emailing its donors and I’ll show you an organization that has deeper relationships with its donors and keeps more of its donors every year.

This post was originally published on January 7, 2021.

Create things your donors can READ

Sarah Lundberg  |  Repeat
read

The other night I went to a new pizza place with my parents.

As we walked up to the restaurant, I began to think the place might be a little too… hip… for us.

We got seated at a booth in a dark dining room and we each were handed our own tiny menu.

I looked at the menu and… I couldn’t read it! I moved it closer to my face, then further away. I squinted. Not much help.

9-point font, maybe even 8-point. Muted red text. Dark cream-colored paper.

Did I mention the room was dark?

Ugh.

As I looked around the room, I began to wonder. Do they not want us here?

Here’s the thing. This what happens to your donors all the time! At a pizza place. In the grocery store. And sometimes when they open your fundraising letter.

They can’t read it.

The thing is, I’m not THAT old. I’m about 25 years younger than your average US donor.

And I won’t go back to that pizza place again.

Do you want your donors to feel like that? I imagine not!

The most fundamental thing you can do to honor your donor and let them know they matter is to send them stuff they can read. WITHOUT squinting.

This is an EASY thing to do. But so many organizations ignore this easy thing due to brand guidelines or the blissful ignorance of being under 40 years old when you can still read everything with no problem!

Here’s where you can start to create communications your donor can actually READ:

  • Black text (not a hip shade of charcoal – black!)
  • White background (no graphics behind the text)
  • 14-point font (absolutely no smaller than 12-point!)

Done.

The stakes are high here.

If your donor can’t read your materials, she is less likely to send in a gift. And if she doesn’t send in a gift, that affects your ability to carry out your mission.

So take it seriously!

Your donors will thank you.

Sarah

It’s a Gift to Be a Fundraiser

Steven  |  Repeat, Year-End
It’s a Gift to Be a Fundraiser

Today’s the last day of sharing the stories behind my fundraising posts that got the most reactions on social media.

Here’s #7, #6, #5, #4, #3 and #2.

And #1 is…

The ability to do fundraising as a career is a gift.

I was gratified to see that this was the most liked tweet in my “51 fundraising lessons on my 51st birthday” thread.

Because if you’re like me, sometimes you find fundraising infuriating. It’s emotionally hard work, there are more tactics to know than ever before, sometimes organizational stakeholders have no idea what they are talking about but are still given equal voice, etc.

There’s a lot of complaining in the world of fundraising. Some of it certainly from me.

And yet! At some level I think most of us know how rewarding our work is.

Fundraisers get to help organizations do the work they were founded to do. Fundraisers get to help donors do good and powerful things.

All of us reading this blog could be in the “sales” business – chasing attention and profit. We could be in the “news” business – chasing attention and profit.

Instead, we’re in the Fundraising business. We’re certainly still chasing attention, but there’s a purpose behind our work that’s deeper and more valuable than pure profit.

This holiday season, I hope you’re thankful for your job in fundraising. I hope you’re thankful for the role you play in the life of your organization, your beneficiaries, and your donors.

In this season of giving, we remember that it’s a gift to do fundraising – we thank you for being a Fundraiser!

Just Say ‘No’ to Online Brochures!

Steven  |  Repeat
website

We’re nearing the end of sharing the stories behind my fundraising posts that got the most reactions on social media.

Here’s #7, #6, #5, #4 and #3.

And today, here’s #2…

A nonprofit’s website is only as effective as the questions asked when work starts. “How can we tell people all about our work?” results in a less effective site than asking “How can we make it easy for people to do something?”

I want to help smaller nonprofits avoid a very pretty trap.

The trap is the belief that a sort of magic will happen when they get a new website up. There’s an unspoken belief that the new site will cause more people to find them, be attracted to their mission, and give gifts. Big gifts, even!

What I want nonprofits to know is that the websites that help an organization’s fundraising are just as rigorous and measured as good fundraising. There’s a plan for how the site will drive donations. There’s a plan for how the site will capture names. There’s a plan for the email campaigns that will turn the “names” into donors.

And ultimately it all comes down to the question that’s asked at the beginning of the project. If the question is any version of, “How can we show all that we do and inspire people to give?” the resulting website usually isn’t good at capturing names or donations.

The site becomes a place donors go to give gifts, but not an effective tool for acquiring names and turning visitors into donors.

On the other hand, if you begin with a question something like, “How can we make it easy for people who care about our [BENEFICIARIES]/[CAUSE] to give a gift today?” you’ll end up with a much more action-oriented site that, well, causes more action.

Because you want a fundraising tool, not an online brochure that accepts gifts.

Effective Fundraisers Endure the Pain of…

Steven  |  Repeat
effective

For the holidays this year, I’m sharing my fundraising posts that got the most reactions on social media, and the story behind each idea.

Here’s #5…

Effective Fundraisers endure the pain of creating messages that internal audiences don’t like, the pain of sharing real needs, and the difficulty of being other-centered in order to raise more money for the organization.

Let’s face it – occasionally being a Fundraiser is a thankless task.

There are often people in your organization who don’t like fundraising, or don’t believe you should have to fundraise at all.

There are often people who don’t like the fundraising messaging that tends to be most effective.

There are often people who believe that fundraising is somehow manipulating donors into doing things the donor does not want to do. (The people who believe that know donors are adults, right?!? They know donors are quite good at deleting emails and putting down letters, right?)

In addition to all of that, it can be emotionally hard to be a fundraiser. You have to regularly expose yourself to pain and need and suffering – then share those things with donors so that donors have a full picture of what’s happening.

That’s no fun. Nobody tells you that when you start your fundraising career.

Then Fundraisers must do the difficult, other-centered work of creating messaging that makes sense to donors (as opposed to messaging that makes sense to internal experts). Crossing the gap to donors is hard work.

That’s a lot of hard things.

So here’s my encouragement to Fundraisers in the thick of it:

  • Pushing through these things helps create incredible acts of generosity
  • Pushing through helps your organization raise more money and do more good
  • Pushing through raises awareness for your cause and/or beneficiaries
  • Pushing through is a requirement for your organization to make “the leap” to the next level of fundraising success

As a Fundraiser doing the hard work, you get to help make all of that possible.

Like so many things in life, Fundraising is “both.” It’s hard work and huge reward. It’s sharing the need with donors and sharing the triumphs with donors. It’s conflict and it’s achievement.

Effective fundraising is hard work. But let’s not miss the reward for that hard work; we need to remember – and regularly celebrate – all the good things that Fundraisers make possible.