Here’s what Adrian submitted:
“We recently had two supporters take part in Marathon des Sables, one of them struggled slightly with fundraising. We decided to change our stewardship approach, making sure everything was personal to them, which lifted pressure from them just by knowing we’re going to help and not pressurise them into the raising the money. Over the following weeks, with a change in stewardship, they managed to boost their fundraising by £1000’s.
After they took part in the event, we invited them into the office to give a short talk on their experiences. They gave to the talk to all of our staff, who then took the time to talk to them and personally thank them for the hard work and effort. We presented them with a glass award for everything that they had gone through to raise the money; these awards were given out by our CEO.”
And how did they change their stewardship?
Adrian explained that they invited in the supporter to chat through their involvement face to face. During the conversation they uncovered a struggle with turning ideas into action and a confidence bashing from fundraising not being as easy as they thought when signing up (who knew?!…).
The team discussed the supporters’ existing idea, providing tailored support to get them on the right path to fundraising success, and switched their digital based stewardship to personal interactions specific to this runner and their reasons for being involved. Chuck in a collaboration with the social media team to shout about her work and they were onto a winner. Within a week she’d increased her fundraising by 50%.
Until the event the team regularly caught up with their runner and near the big day sent a hand-written card from everyone at the organisation. By then she’d raised £8,000.
And the best thing? During our chat Adrian told us, ‘we realised the hands-on approach for fundraisers raising this type of money was the right thing to do, rather than the digital contact every few months or so that event participants would usually get. We’re definitely going to do this for everyone going forward’ adding a human, personal interaction to an otherwise standard process you’d get everywhere else.
There’s a few things we love about this, besides the fact it once again proves that personal interactions boost fundraising by huge amounts; not only did Yorkshire Cancer Research not write this supporter off as an unfortunate low ROI participant, they identified her as another human being who was obviously struggling a little bit and treated her as you would anyone else in that position, with compassion. AND they’ve learned and adapted to improve the experience for other supporters.
In summary they showed #donorlove by:
• treating her like a person
• personalising her supporter experience
• engaged in a dialogue, rather than digital monologue
• thanking and made her feel special
Well done to Adrian and the team on a wonderful result and for sharing their #donorlove example in the #donorlove celebration.
We’d love to hear your examples of showing #donorlove. Whether it’s hand-written cards, improvements to stewardship and processes or personal interactions like these, let’s celebrate the ongoing work of amazing fundraisers and charities delighting donors on a daily basis. Read how to enter here (there’s a cash prize for the best!).