Classy Nonprofit Customer Service Guide Flashcards
What 3 things do donors want?
- To be thanked sincerely
- To receive impact stories showing the result of their gift
- To make measurable change
How do you apply customer service principles to the process of attracting new donors to your
organization?
Create a donor-centered path to involvement. In other words, when someone visits your website, social media pages, or encounters your staff at an event, you
need to make it easy for them to get involved.
Most nonprofits do a great job of making their mission and programs obvious on their homepage. While
this is important, it is not enough to simply tell potential donors what you do….
…you need to invite them along for the ride
If your website doesn’t address the reader directly…
….then they may not realize you need their help.
How can a website address readers directly? (2.5)
- Put a fundraising leaderboard on your homepage or creating a section where donors explain why they give.
- Beyond the homepage, your website should also have “Donate” and “Fundraise” call-to-actions and a “Get Involved” tab that goes into detail about the different ways to help.
- 5 You can then link to this tab in your social media profiles.
What 5 items should be on your website to improve credibility?
- Street address, phone number, email address
- Board members and primary staff
- Mission and programs
- Annual reports
- Financial documents, including your most
recent 990 form
What are 3 tips for killer CTA buttons?
- Have a “Donate” button and a “Fundraise”
button. - Link CTAs directly to the appropriate form.
- Make buttons a color that stands out on your
web page.
You can also include CTAs in emails and
social media posts. Just remember that…
…most of your communications shouldn’t
be overt asks.
What are the 3 pillars of a great donations page?
- Simplicity
- Branding
- Choice
How can you make a donations page simpler? (2)
- Keep the form short and eliminate distractions. For now all you really need is their name, billing information, and email address.
- If someone reaches your donation page, consider excluding a menu bar or links to other parts of your website. The only button you want them to click is the
“Donate” button.
Why is branding important on a donations page?
Carrying over your branding, messaging and imagery to the donation page maintains all the emotion that motivated site visitors to donate in the first place. It increases donations.
What is the optimal level of choice to provide on the donations page? What is a very important choice that must be there?
Three or four suggested giving levels along with the option to type in an amount of their choice. Must be able to give one-off donations too.
After donating what item do people expect?
A receipt
What are the three parts of a thank you email?
- Reference the campaign or project they gave to
- Acknowledge any past gifts
- Tell them how their gift is making an impact
Thank you letters should not…
…be selling the organization or asking for more.
