You've Got Leads
Now What?
How many outreach attempts do you make (on average) before you
finally land a meaningful meeting with a potential major gift donor?
Engagement Calling Workflow
Engagement Calling Workflow
Recency & Relevance Are Key
Show 'em that you know 'em
Determine Your Objectives
In general, the goal is advancement
Do Your Research
Find connections to their people, their life or their values
Develop a Menu of Valuable Offers
ie - Content/information, tours, tools, games, workbooks, etc.
Engagement Calling Workflow
Recency & Relevance Are Key
Show 'em that you know 'em
Determine Your Objectives
In general, the goal is advancement
Do Your Research
Find connections to their people, their life or their values
Develop a Menu of Valuable Offers
ie - Content/information, tours, tools, games, workbooks, etc.
1. Surveys
2. Quizzes
3. Invitations to join a board or committee
4. Games
5. Polls
6. Videos
7. Advocacy or activism opportunities
8. Podcasts
9. Testimonials
10. Online chat tools
11. Webinars
12. Streaming live events
13. Question and answer sessions
14. Tell your story opportunities
15. Infographics
16. Reports or eBooks
17. Workbooks
18. Blogs (make sure you have a spot for comments)
19. Sharing tools
20. Matching campaigns
21. Sponsorship opportunities (such as sponsoring a child)
22. Scholarships
23. Naming opportunities
24. Contests
25. Calculators
26. Group activities (such as building a playground)
27. Crowdfunding
28. Events (dinners, golf tournaments, 5k races, etc.)
29. Ask for advice or critiques
30. Maps (for example: cleanest rivers for fishing)
31. Tours or show-and-tell sessions
32. Presentations of scientific research findings
33. Mentoring opportunities
34. One-to-one interactions with beneficiaries of donations
35. And, of course, volunteering opportunities
Engagement Calling Workflow
Recency & Relevance Are Key
Show 'em that you know 'em
Determine Your Objectives
In general, the goal is advancement
Do Your Research
Find connections to their people, their life or their values
Develop a Menu of Valuable Offers
ie - Content/information, tours, tools, games, workbooks, etc.
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
Get Yourself Into The Right State of Mind
Recognize that the valley of distrust exists and that you are not a beggar; you are a guide, concierge, and value provider
1. Surveys
2. Quizzes
3. Invitations to join a board or committee
4. Games
5. Polls
6. Videos
7. Advocacy or activism opportunities
8. Podcasts
9. Testimonials
10. Online chat tools
11. Webinars
12. Streaming live events
13. Question and answer sessions
14. Tell your story opportunities
15. Infographics
16. Reports or eBooks
17. Workbooks
18. Blogs (make sure you have a spot for comments)
19. Sharing tools
20. Matching campaigns
21. Sponsorship opportunities (such as sponsoring a child)
22. Scholarships
23. Naming opportunities
24. Contests
25. Calculators
26. Group activities (such as building a playground)
27. Crowdfunding
28. Events (dinners, golf tournaments, 5k races, etc.)
29. Ask for advice or critiques
30. Maps (for example: cleanest rivers for fishing)
31. Tours or show-and-tell sessions
32. Presentations of scientific research findings
33. Mentoring opportunities
34. One-to-one interactions with beneficiaries of donations
35. And, of course, volunteering opportunities
Engagement Calling Workflow
Make The Call
Pick up the phone!
Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
Document What Happened
In your database
Set Up Tasks or Reminders
In your database
Anatomy of an Engagement Call
Recency & Relevance Are Key
Show 'em that you know 'em
Determine Your Objectives
In general, the goal is advancement
Do Your Research
Find connections to their people, their life or their values
Develop a Menu of Valuable Offers
ie - Content/information, tours, tools, games, workbooks, etc.
-> Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
Get Yourself Into The Right State of Mind
Recognize that the valley of distrust exists and that you are not a beggar; you are a guide, concierge, and value provider
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
-> Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
-> Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
-> Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
-> Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
Hi (their name). This is (your name) and I’m calling from (organization). Don’t worry, I’m not calling you to ask for money. You filled out a survey on (date) and you said (something about their life history/story, people, or values) and we were so thrilled that you filled that out and shared that with us. So I thought I’d reach out, especially because we were curious (who, who, what, when, where, why, how)______________? Can you tell me more about that?
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
-> Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
-> Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
That’s so interesting (their name). I really appreciate you sharing that with me.
I wonder if you might benefit from (offer value from your menu). Would you like that?
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
-> Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
I’ll get on that right away. By the way (their name), many (supporters, volunteers, parishioners, etc) like you have expressed that they don't (feel, heard, connected or valued as a partner in our mission) and we want to make sure that you don’t feel that way. Part of my job is to reach out to folks like you to see if they’d like a personal, sort of VIP connection with (organization). Is it okay that I keep you on my list of people to keep in touch with from time to time to make sure you’re getting all that you need from us? Don’t worry, you can always decide to essentially opt-out at any time. I would never want to be a bother.
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
-> Button Up The Call
Recount what you discussed and what happens next
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
That’s terrific. I look forward to getting to know you better and learning more about how I can help you get more out of being engaged with (your organization). I’ll follow-up soon.
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
-> Document What Happened
In your database
-> Set Up Tasks or Reminders
In your database
Anatomy of an Engagement Call
Your Turn
Recency & Relevance Are Key
Show 'em that you know 'em
Determine Your Objectives
In general, the goal is advancement
Do Your Research
Find connections to their people, their life or their values
Develop a Menu of Valuable Offers
ie - Content/information, tours, tools, games, workbooks, etc.
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
Get Yourself Into The Right State of Mind
Recognize that the valley of distrust exists and that you are not a beggar; you are a guide, concierge, and value provider
Make The Call
Pick up the phone!
Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
Document What Happened
In your database
Set Up Tasks or Reminders
In your database
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
-> Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
-> Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
-> Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
-> Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
-> Invite Them To Be a VIP
Offer to be their conduit
Button Up The Call
Recount what you discussed and what happens next
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
Anatomy of an Engagement Call
Practice Your Dialogue (Scripts)
Write it down and edit it, then practice with a colleague
Get Over The Chasm of Mistrust
Say who you are, why you are calling, and gain permission
Ask Questions About Them & Deliver Value
Questions are the key: Who? What? When? Where? Why? How?
Invite Them To Be a VIP
Offer to be their conduit
-> Button Up The Call
Recount what you discussed and what happens next
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
Prepare to Conduct Outreach
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
Hi (their name). This is (your name) and I’m calling from (organization). Don’t worry, I’m not calling you to ask for money. You filled out a survey on (date) and you said (something about their life history/story, people, or values) and we were so thrilled that you filled that out and shared that with us. So I thought I’d reach out, especially because we were curious (who, who, what, when, where, why, how)______________? Can you tell me more about that?
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
That’s so interesting (their name). I really appreciate you sharing that with me.
I wonder if you might benefit from (offer value from your menu). Would you like that?
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
I’ll get on that right away. By the way (their name), many (supporters, volunteers, parishioners, etc) like you have expressed that they don't (feel, heard, connected or valued as a partner in our mission) and we want to make sure that you don’t feel that way. Part of my job is to reach out to folks like you to see if they’d like a personal, sort of VIP connection with (organization). Is it okay that I keep you on my list of people to keep in touch with from time to time to make sure you’re getting all that you need from us? Don’t worry, you can always decide to essentially opt-out at any time. I would never want to be a bother.
Objectives: Get over the chasm of distrust, offer value and gain permission to be able to engage again
That’s terrific. I look forward to getting to know you better and learning more about how I can help you get more out of being engaged with (your organization). I’ll follow-up soon.
7 Tips For Leaving Voicemails
- SHOW APPRECIATION: Say ‘thank you’ and be real about it. Convey heartfelt emotion so you sound relatable. Just don’t fake it!
- FLATTER THEM: Say ‘you are awesome’ (or some other statement basically letting them know how amazing they are).
- BE DONOR-CENTRIC: Focus on them and the intersection of their life story with your cause. I recount what they wrote in a survey response or bring up some other pertinent connection point. Relevance and personalization is essential. It shows you really care about them and you did your research. Just make sure you NEVER mention anything related to giving unless they specifically requested you do so in an open comment box or in a direct email to you. Instead, ALWAYS focus on their story, not their money.
- OFFER AN INVITATION: Invite them to talk about themselves or give advice to you about your organization. Give them an opportunity to gain value by engaging with you via a return phone call. For instance, say, “I wonder if you’d be so kind as to elaborate/provide feedback on that. I’m so curious about…. ___________.” OR, say, “It would be great to hear why you care…. more about your mom….. details about that story you mentioned with Professor so and so….. _________.” In other words, ask them to call back so they can give more feedback or tell you more about them, learn how to get involved, etc. Your invitation IS an offer! People want to engage and tell an organization what they think, how they got involved, or how they feel.
- OFFER VALUE: If you don’t have enough information about them to offer an invitation, give them something of value with no expectation of them to donate at all. For example: “I’d really like to send you this video, ebook, report, podcast, etc.” Or, say that you have all these things available and you’d love to know which they want.
- WRAP IT UP: Ask them to call back by saying: “I know you must be very busy but I’d love to hear back from you. Don’t worry, I’m not going to ask you for money or anything like that. I just want to” …….(recount what you said above).
- MAKE IT EASY: I give them two ways to respond. Speak clearly, slowly, and give them your telephone number (even a cell number and let them know they are important — that’s why you gave them your cell phone number) AND give them your email address since some people would rather communicate that way.
imarketsmart.com
Donor-driven major, mid-level and legacy
gift marketing guaranteed to deliver.