Q&A Thank You Visits

Question:
For the past several weeks, I have been calling every donor who makes a contribution of $1,000 or more simply to say thank you. Several of these calls have netted some very good information. One thing I took away from today’s conference (the AFP 2/19/08 Listening to Donors webconference) is the need to add a list of questions. I will do that right away.

You mentioned the benefit of having a script. I have done these “off the cuff” to date, but have begun to wonder if I shouldn’t be pressing harder for a meeting. Do you have any type of script you could forward to give me an idea of how you conduct your thank you calls? I am particularly interested in the content of these calls, and when the tone of the call needs to change.

Tom:
I intentionally don’t use a script but rather a set of structured questions to keep things natural. Of course if you want the person to review your case statement or program activity, you can use some key points to make sure your agenda flows smoothly.

If you want a personal meeting, find that excuse for listening. Or, offer a site visit. If you’re just building a relationship, you may want to casually mention on your first thank you call that you will be holding some periodic site visits in the future and if it’s okay you’ll call back to let the person know the schedule. This keeps the first call focused on thanking yet opens the door to a follow-up call.
Just keep reinforcing that you aren’t making the call to ask for money, but rather to thank the donor for giving and to listen to them about their interests in your organization.

Tom Wilson
Author, Winning Gifts