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Fundraising Tuesday: How to Keep Donors Coming Back after the First Gift

April 13, 2021 by Dennis Fischman Leave a Comment

Here’s the simple secret that every nonprofit organization should know about donors:

They are not your donors. You are one of their charities. Share on X

And maybe, not for long.

Seven out of ten donors who gave to an organization for the first time in 2019 did not renew in 2020–even though giving was up dramatically overall!

Donors who have given to you one time will not give to you again–unless you connect with them, appreciate them as people, reply to their communications, and encourage them to take the next step that expresses their values.

John Haydon

John Haydon

Connect, Appreciate, Reply, Encourage. In other words, CARE.

And the late, great John Haydon can show you exactly how. His book Donor Care: How to Keep Donors Coming Back after the First Gift is your essential guide to donor love.

 

Why You Should Read This Book

Are you a complete beginner at nonprofit fundraising? Then here’s what you’ll get out of this book: you’ll understand why caring for donors feels good, makes the world better, and raises more money–all at the same time!

If you’re on staff at a nonprofit, and you need to convince your Executive Director and your Board that showing the love to your existing donors is the place to spend your time and budget, you will love the stories and data that John gives you to make your case.

If you’re convinced but don’t know where to start, this book gives you a roadmap. If you’ve started but need to get organized, the CARE framework will help you make sure you’re doing all the most important things.

And if you’re an experienced fundraiser like me, you will find wonderful new ideas and even more valuable reminders of the how-tos of Donor Care in every chapter. You might even want to take the next year and systematically go through the book, using it as a springboard for improvement and a checklist to make sure you don’t miss a trick.

I am biased, because John Haydon was a friend of mine. and I love hearing his voice again on every page of this book. But I know that you will too! Donor Care is like sitting down and having a good conversation with someone who tells stories and jokes, shares his wisdom, and helps you find your own. Read this book now.

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The Heroic Work of Maintaining What We Have

September 16, 2019 by Dennis Fischman Leave a Comment

Ms. MarvelWe live in a world where innovation and disruption are considered heroic.

That’s certainly the culture of corporate enterprise. Nonprofits talk the talk, too. Even those nonprofits that warn against Bright Shiny Object Syndrome worry that if they miss the next new trend–whether it’s recurring giving or artificial intelligence–someday, they’ll regret it.

But are we worried about the right things?

Should we first be worried about making sure that we are doing, is working? (And perhaps, making it work a little better?) Share on X

Scheduled maintenance for your nonprofit

looking at websiteI recently reviewed the website of a nonprofit organization. In some ways, it was gorgeous. The photos were attractive. The design performed just as well on a mobile device as on a desktop computer.

But–all the external links were broken.

The program descriptions were two years out of date.

And the financial report (which is crucial for closing the deal with institutional funders and sophisticated donors) was a PDF dating back to 2014!

Innovation and disruption are not going to help this nonprofit.

This organization should not be launching a new crowdfunding campaign, or adding a chatbot to its Facebook page. It should be focusing on its website–which has been a basic tool for nonprofit communications and fundraising since the turn of this century.

It should also be coming up with a system for making sure its website stays useful to donors and prospects. Whose responsibility will that be? How often must they check links and update documents? When will the nonprofit plan to redesign the site?

You wouldn’t wait to take your car into the shop until the engine seized up. You take it in for regularly scheduled maintenance and checkups. Please, do the same with your nonprofit. Like Ms. Marvel or Superman, your quiet work will hide your real identity. You’re a hero.

Where to improve first

John Haydon

John Haydon

Just like your website, in 2019 a Facebook page is a basic tool of your organization. But even in 2019, I stand by what I wrote on John Haydon’s blog in 2013: there are lots of things even more basic than Facebook.

Your nonprofit should not be using Facebook. Here are ten reasons why.

1. Your website sucks

A Facebook page should make people head to your website to see more about you. But if your website is unattractive, hard to read or navigate, and impossible to view on a mobile device, then you don’t want to send people there.

2. You don’t have a blog

So they came to your website once. Why should they come back? A blog gives people a different reason to visit, each time you post. If you’re not blogging, why are you bothering with Facebook?

3. You post stuff that nobody wants to see

Who cares how many people your nonprofit served or what awards your Executive Director won? If you’re not telling people how their donations made a tangible difference in one person’s life, you’re talking to yourself.

4. You don’t capture people’s email addresses

Remember, you don’t own Facebook. Zuckerberg does. You own the email addresses that people have given you permission to use. First, make sure that you have ways to get that permission.

5. You don’t have something concrete to offer

Why would people give you their email addresses when they get so much email already? Only because you give them something even more valuable in exchange: information they’re eager to have. What can you offer?

6. Your contact management system is broken

When you get those emails, are you still storing them in Excel? Or are you recording them in a database that lets you send each person the message that matters to them, and keep track of your relationship with them?

7. Your customer service sends the wrong message

What you do speaks louder than what you post. Do you answer the phone, respond to voicemail and email, and greet walk-ins with courtesy and professionalism? Do they get the help they are seeking?

8. You don’t want to devote enough time

Heather Mansfield estimates that to participate effectively in just one social medium like Facebook, it takes seven hours a week. Are you trying to do it in an hour a week? Then you’re wasting that hour. Don’t bother.

9. You don’t want to spend any money

Facebook is making it harder and harder to reach even the people who already know you and like you without paying for the privilege. You don’t need megabucks, but have a budget for boosting your Page and your posts.

10. You don’t have a communications strategy

“Outreach,” “visibility,” and “awareness” are not good reasons to be on Facebook. Do you know who you’re trying to reach, for what purpose, and what they would do if you engaged with them successfully?

Small improvements, large results

Do these ten points sound like you? The good news is that with a little help, you can fix each and every one of them… and raise a lot of money as a result. Including on Facebook.

But see, these improvements are not bright shiny objects. They’re not innovation, and forget about disruption.

Old and improved beats new and improved nine times out of ten. Make sure you maintain and improve what your nonprofit does already. Share on X

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Are All Young People Social Media Experts?

May 28, 2019 by Dennis Fischman Leave a Comment

graduate on cell phoneCongratulations, class of 2021. You survived. You graduated. You even landed a job.

Now, watch out.

Your employer thinks you’re a social media expert.

Just because you’re a “digital native” who played with an iPhone before you could ride a bike, your new employer thinks you can be the company’s social media manager.

Without training.

In addition to all your regular duties.

 

What are you supposed to do with that?

It all depends.  Do you want to be a social media expert?  Then, here are three things you need to do right away.

One: Explain to your boss what you have to learn.

  1. How to create a strategy for your organization, so that you reach the people you want to reach, where they hang out, with a purpose in mind.
  2. Who in your organization has great stories to tell.
  3. Who in your organization can take great photos.
  4. Who in your organization can produce great graphics.
  5. How to motivate the people in 2, 3, and 4 to send that content to you to use.
  6. What a publication calendar is, and how to stay on schedule.
  7. How to write killer subject lines for email, headlines for blogs, and text for tweets.
  8. How to write content that will make people look past the headline.
  9. The best ways to make sure your Facebook posts get seen.
  10. The best times of day and days of the week to post on Facebook, Twitter, Pinterest, Instagram, LinkedIn….
  11. How to integrate your print communications, website, blog, email, and social media.
  12. What will make your followers like, share, and comment on your posts.
  13. How you can find and curate content your followers will be glad to read.
  14. How to tell whether any of it is making a difference.

Two: Tell your boss you’ll need a budget for training.

(Call it “professional development”: it sounds classier.)

  • There are great online courses.  The Social Media Managers School founded by Andrea Vahl and Phyllis Khare is one of them.
  • You can also take webinars on the subject of your choice.
  • In-person classes and conferences will bring your skills up to date and keep you there.

Three,  politely explain that being a social media manager could be a full-time job.

Heather Mansfield, author of Social Media for Social Good, estimates that doing a good job with just Facebook could take you seven hours a week.  Get a very clear set of instructions about your boss’s priorities: in writing, if possible!

eating snakes

Is this how you think of social media?

But perhaps you’d rather eat live snakes than manage your organization’s social media.  Then, show your boss this blog entry to make the case that it’s just too big a responsibility to do on the fly.

Suggest that he or she hire a communications consultant to do it right. (I might just be available.)

You just helped make your organization better.  Congratulations, graduate!

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