​I’ve talked about finding the stories of impact and sharing them with your donors. The importance of letting donors see how their gifts have transformed lives cannot be overstated.

Upon reflection, I realized that I have overlooked throughout my entire career, one very important story: my own. I have searched for the stories of scholarship recipients at every institution I’ve worked for and totally forgot to be recognize the impact donors have had on my own journey.

I was lucky enough to have been awarded a 4-year leadership scholarship which covered my room and board at my alma mater, The University of Southern Mississippi, but I was also the recipient of a generous scholarship so that I could go to London one summer for study abroad. The Dean of the Honors College also sent me on two trips (one to Princeton and one to Washington, D.C.) using funds that I now know must have been generated from Annual Fund gifts. I also know that charitable donations helped to support the fantastic Honors Forum series that brought the most incredible scholars and public intellectuals to Hattiesburg, Mississippi.

Here are some experiences that I have been able to have because I received scholarship support:

• I graduated my undergraduate with a paltry amount of student loan debt, especially considering that my experiences included a month abroad, a month long internship in Washington, DC, a two-week conference trip to DC and a week at Princeton for a conference.
• I've seen Van Gogh’s The Starry Night and a number of his other paintings in Paris, London, New York and Washington, D.C, sparking a lifelong interest in art history even though I never studied it formally.
• I've attended a Presidential inauguration and laid eyes on the lap-desk which Thomas Jefferson probably wrote The Declaration of Independence upon.
• I got to fly internationally before 9/11.
• I’ve visited Stonehenge, many castles, and a number of other sites in Britain.
• I’ve been to a conference at Princeton University and took my first day trip to New York City.
• I’ve stood in the Metropolitan Museum of Art and stared at an Egyptian hawk statue for well over 15 minutes.
• I got to visit Hampton Court Palace and stand in the same place that Henry the VIII and Anne Boleyn probably walked. (In the photo above, I’m standing in the famous gardens in 2001.) The ceiling of The Chapel Royal is one of the most aesthetically arresting things I’ve ever seen. So beautiful.
• I got my first professional job in fundraising through a job bank that I signed up for during one of the first trips I took to Washington, DC. At that job, I met my husband.
• I'm pretty sure that I'm the only member of my family to of been out of the country who wasn't in the military.
• I’m pretty sure I'm the first member of my family to pursue any level of graduate education
• I've heard Dr. Brian Greene (the string theorist), Jared Diamond, Bob Woodward, Thomas Hoving, Ralph Nader, and David Brooks and many other world renowned speakers talk about their areas of expertise. Several of these intellectuals, I still read every new book they publish.

As you can see, I have so much to be grateful for. I will let my career in philanthropy be my personal thank-you to all of the hundreds (if not thousands) of donors who made my education and my life today possible.

With sincere thanks,

​Jessica Cloud

So, this weekend my debit card/checking account was hacked for over $1,100! Lucky for us, we have a great credit union that helped me get the issue fixed immediately Monday morning and all of it (including the overdraft fees that it caused) will be fully refunded.

My mother asked me who actually ends up paying for these issues since the culprits are rarely caught. Strangely, I knew the answer because I have been trained on PCI compliance. The credit card companies end up eating the cost of fraudulent charges.
 
If you aren’t familiar with the term, PCI or PCI DSS stands for Payment Card Industry Data Security Standard and it is an effort on the part of credit card companies to prevent fraud and protect their bottom line. Anyone who charges credit or debit card is responsible for handling cards in a PCI compliant way.

As fundraisers (and more specifically phonathon managers), if you aren’t sure what PCI is or whether you are PCI compliant, you probably aren’t doing it right. Check with your Advancement Services staff and ask about this. Educate yourself, your student supervisors and your callers. The standards were updated in April 2016 and you can download them for review by visiting www.pcisecuritystandards.org/.

This happened to me at the University of South Carolina. We utilized every standard and precaution and took it very seriously. However, over a six week period, we started to get a string of complaints about rogue charges a few days after the alumni had made gifts via phonathon. There was no traceable pattern to the issues. Although we never identified the offending caller, we did isolate through analysis of our nightly seating charts that it must have been a caller who was overhearing other callers read out the number to the prospect for verification. We changed that part of the script and never had a problem again.

I talk about training our student callers about donor confidentiality and PCI compliance as often as I can because it impacts donor confidence in our organizations but also it impacts families. Most donors are not multi-millionaires, they are well meaning folks whose monthly budget can be wrecked by fraudulent charges and the time it takes to clean them up.
​
So, review the policies and start asking questions about how data and credit/debit cards are handled in your shop. Train your employees about properly taking care of the data, which is really taking care of people. It’s part of stewardship and it’s super-important.

If you found this article helpful, you may also be interested in my e-book How to Staff Your Phonathon Super-Fast: Seven Secrets to Fill the Seats. It's on sale now for $40 with the coupon code fillseats (valid through 9/1/16). This book guides you through innovative ideas and practices to turbo-charge your phonathon staffing efforts and break free from the hamster wheel of turnover. It also includes an appendix full of templates and samples to get you started implementing this system fast. ​

“Don't you love New York in the fall? It makes me want to buy school supplies. I would send you a bouquet of newly-sharpened pencils if I knew your name and address.” – You’ve Got Mail

Unfortunately, where I live, school starts while it is still more than 80 degrees and 90% humidity. But, still most K-12 institutions have already started classes. And colleges and universities begin very soon. That means more time trying to find a parking spot for those of you working in higher education.

All kidding aside, this is the time. That “back-to-school” feeling is pervasive in our culture. Donors feel it too and get nostalgic for their time at our institutions. It’s the time of very when education is naturally on the mind of our constituents. If educational fundraisers don’t have a plan ready to turn that nostalgia into gifts, we have lost ground and will have a hard time catching up this year.

Also, it’s time the perfect time of year to connect back to the mission of your institution. If you work in higher education, there are new students on your campus that are beginning a transformative journey. The classes they take, the things they learn and the people they meet could change their lives. You play a role in that. From raising funds for scholarships and library acquisitions to raising the profile of the institution through outstanding alumni support, advancement is part of that student’s path.

So, take a walk on your campus today. Watch the students making their way. Visit the campus bookstore and buy yourself some new pencils.

Sharpen them.

​You have work to do.

Mock Calling is a critical part of any new caller training session. It's also important for new major gift officers and leadership giving officers to practice in this same way. All-to-often, though, the exercise becomes stale and perfunctory. Here are 5 ideas to re-invigorate your mock calling practice, whether you work in phonathon, annual giving, or major gifts.

Voicemail
Have your callers each call from their cell phones and leave a voicemail on your office line of an abbreviated script. Then have the entire training class listen to each voicemail and critique the caller based on enunciation, speed, sincerity and other qualities.

Scenario Cards
Create a set of cards with fake prospects on them. Create corresponding cards with background information on how the prospect is predisposed to react to an ask. Pair up callers and give them several sets of cards to work through alternating between caller and prospects. (This works for leadership and major gift officers too. Just practice asking for a visit and handling objections to taking the visit.)

Observation Calls
Have one caller go to a nearby office (far enough so they cannot see or hear the group) and have them call a line with a speaker phone function. Put the call on speaker phone so the rest of the class can hear the conversation. Make sure everyone gets a turn and that you debrief after every call what went well and what could be done better.

Rapid Fire Objection Practice
Divide callers into teams and have them stand in two rows. Give each caller at the front of the line an objection. “I can’t give this year. I just had a baby.” Caller must respond immediately. After each round, have an impartial judge (student supervisors or lead caller) award a point to the team whose caller handled that round best. Winning team gets a prize. Judge selects an MVP from both teams. (For full-time fundraising staff, just practice objections to taking the visit.)

Power Intro Drills
Practice just the first 10-15 of a call, including asking for the prospect, introducing the institution and yourself and lastly stating why you are calling. Every caller gets several chances and then everyone gets to go again at the end of practice. Select a most improved caller or two who show significant improvement. Judge their intros on sincerity, diction, energy and enthusiasm. Every fundraiser needs a strong introduction whether they are a student caller or the CEO. 

If you found this article helpful, you may also be interested in my e-book How to Staff Your Phonathon Super-Fast: Seven Secrets to Fill the Seats. It's on sale now for $40 with the coupon code fillseats (valid through 9/1/16). This book guides you through innovative ideas and practices to turbo-charge your phonathon staffing efforts and break free from the hamster wheel of turnover. It also includes an appendix full of templates and samples to get you started implementing this system fast. 

Before the fall semester ramps up, now is the time to check in and assess the effectiveness of your phonathon scripts. What follows is an excerpt from my book, Successful Fundraising Calls: A Phonathon Scripting Workshop from Academic Impressions.  If your scripts need some punching up, this guide walks you through the process of giving your scripts a makeover step by step.

1. Does your script/policies require callers to do at least three distinct asks if the prospect is objecting?
          a) No way, we trust our callers to make the right decision and not pressure prospects.
          b) We require it but we don’t monitor it through write-ups or other disciplinary action.
          c) Yes, absolutely. Callers must overcome objections and ask for the next level.

2. Do you allow open-ended or soft asks without an amount?
          a) Yes. As long as they are asking, the amount is not important. 
          b) If the prospect sounds mad or needs to speak to his or her spouse, sometimes we do.
          c) No. An ask is constituted by a direct question and an exact dollar amount.

3. Which of these sounds most like the rapport section of your call? 
          a) I am not sure what our rapport currently sounds like.
         b) “Last year, ABU was rated #1 in biological sciences research by the American Society for awesome   biological stuff…..”
          c) “Did you know that ABU continues to get more accolades? For instance we were recently named #1 for biological sciences research.”
        d) “I see you graduated in biology. Do you still work in that field? Wow. That’s interesting! Well, you’ll be pleased to know that we recently named #1 in biological sciences research. Isn’t that great?”

4. What percentage of your callers would know what an “assumptive” credit card ask sounds like
          a) Huh? What is an assumptive ask? 0%
          b) Some of the best ones. Maybe 40%
          c) Any caller that has been around awhile. Over 80%
          d) All our callers are required to follow an assumptive ask structure. 100%
​
5. How would you rate the transition between the rapport and first ask in your script?
          a) We let the callers figure that out. It’s important that the rapport be natural.
          b) It’s a little clunky. Sometimes when I am coaching that part feels awkward.
          c) Pretty solid. We try to tie the fantastic things going on at our school to the need for private support.

For every A, give yourself 1 point. For each B you marked, give yourself 2 points, for every C give yourself 3 points and if you selected D give yourself 4 points.

5-8 POINTS

Your scripts need some work. The scripts don’t provide callers with enough structure for them to feel confident and comfortable asking for money. If you are not requiring three asks or enforcing the delivery of those asks, you are leaving money on the table for your institution. Your alums might not be enjoying these calls as much as they could. Your callers are in danger of becoming de-motivated because they aren’t seeing success.

9-11 POINTS
​
You are on the right track. Your scripts may be having trouble striking that balance between over-scripting and not providing adequate guidance for transitions or special circumstances. Some key tweaks to your system and scripts could result in huge improvements in revenue and fundraising success for your institution. Your callers might need a little boot-camp to get them on board but they’ll thank you as they begin raising lots of money and having a great time at work.

12-17 POINTS
​
Way to go! Your scripts are making it happen! You might need to freshen up key sections, like rapport, your credit card ask, or your transitions. But, you have a great foundation from which to build. Perhaps most of what you need is to put a great coaching and pledge verification system in place to make sure that your awesome script is being put to use in calls. Rock on!

If you found this quiz helpful, visit this page to learn more about my book. And subscribe to Real Deal Fundraising and you'll get a free copy of my e-book on Call Center Games. 

​This is the final installment of my series on improving phonathon contact rates.
 
With average student loan debt loads reaching astronomical levels, many institutions have questioned whether they should give their new graduates a break and exclude them from traditional solicitation methods like mail and phone. (Click here, if you’re interested in learning more about student loan issues.)
 
This is a dangerous consideration for the immediate profitability and long-term viability of phonathon programs. The reason why lies in the history of cell phones. Here’s a quick history lesson and some other reasons why I don’t think you should stop soliciting your young alumni through mail or phone (regardless of student loan status).
 
As I’ve discussed in this series, contact rates are a key statistic that governs the productivity of phonathon programs. Two macro-forces are at work which make young alumni some of the best pools for contact rate these days.
 
Wireless number portability
 
In 2003, it became mandated that users could keep their cell phone number when they transferred wireless vendors. Before that, cell phones numbers were much less stable. Today’s student will likely keep their cell phone number well into adulthood if not forever.
 
The Virginia Tech Effect
 
Since the shootings at Virginia Tech (2007), universities have been implementing systems to collect student cell phone data so that mass text alerts could be sent out on safety issues. The long-term implication of this process is that the numbers (at many institutions) migrate over to the alumni database upon graduation, which is great news for phonathon programs.
 
ACTION ITEM: Check with Advancement Services to make sure that when they undertake their “grad loads” the cell phones on record are coming over as well and are being coded properly.
 
Size of young alumni pools
 
Aside from your institution being able to contact these alumni more easily, these are also probably some of your largest groups. Most institutions have grown leaps and bounds over the last 30-40 years. It’s likely that your organization graduates many more alumni each year now than the institution did 20-50 years ago. If you hopes to keep pace with peer institutions in terms of alumni participation, calling these large, well-connected groups is essential.
 
ACTION ITEM: Do a quick experiment, find out how many alumni have graduated in the last 10 years and then see what just those alumni represented to your phonathon in terms of contacts, dollars and donors. The significance of the number will likely surprise you. Although the average gift is often lower than other groups, participation is usually higher and volume is on your side. Totals add up fast when you have such large groups.
 
Case Building and Setting Expectations
 
Even if a prospect tells you no this year, an important process of philanthropic education occurs. The student caller has still presented the needs of the university and planted a seed which may grow into future giving. The benefit of this cannot be overstated. Solicitation is important even when it results in a refusal.
 
If, for instance, those with student loan debt cannot give this year, having a phone call begins a process of case-building which may resonate in the future when they are able to give.
 
ACTION ITEM: I recommend capturing refusal reasons so they can be tracked over time. If possible, I recommend adding a custom refusal reason for student loan debt and utilize this over the next 3 years to track trends with respect to this refusal reason as an analytical tool. However, restricting solicitation is not the best method for dealing with this refusal. Building a better case over time would be a better way to handle it.
 
Long-term lead generation
 
A report on Cultivating Lifelong Donors (2010) from Blackbaud states:
 
“Research shows that donors make $1,000 gifts to organizations most often when they have already been giving to the organization for about seven years. Long-term research with successful nonprofits also shows that those very same donors are approximately 900% more likely to make a major gift in their lifetime than individuals without that progressive history.”
 
For those of us in higher education, this means that we must acquire our new alumni very soon after graduation. Otherwise, they will develop a habit of giving to another non-profit organization and any major gifts they might make later in life are less likely to be given to our institutions.
 
I hope you found this blog post insightful and helpful. If you did, please subscribe to Real Deal Fundraising. 

This video tutorial shows you how to set up basic formulas in MS Excel. By using this method, you would be able find out your direct mail response rates and average gift. Also, I touch on how to "reverse engineer" your statistics if you only know the response rates and average gift, perhaps from a past mailer. 

You can check out my other video tutorial on how to use Excel for fundraisers here. 

If you enjoyed this video please subscribe to Real Deal Fundraising.

What follows is an excerpt from my upcoming e-book How to Staff Your Phonathon Super-Fast: The 7 Secrets to Fill the Seats. Subscribe today for a chance to win a copy of this guide to help phonathon managers get off the hamster wheel of caller turnover and begin raising serious money and loving their jobs.

Make your job "The Best Job On Campus"
​
When a student on your campus tells other students that they work at the call center, what images are conjured in the minds of those other students? Does an image of a telemarketer pop up? Do they liken it to mind-numb drudgery like a drive-thru worker? Are they confused, not understanding exactly what they do at the call center? None of these images bode well for your future recruitment prospects.

What image would you like there to be of your call center on campus? You have an opportunity to create it starting today. The brand I wanted to create at the University of South Carolina was simple. I wanted it to be seen as “The Best Job on Campus”. Nothing less in my mind was enough. To be considered anything less than that made my job ridiculously and unnecessarily difficult. I truly believed, having been a student caller myself, that this was the best opportunity on campus for student employment.
 
What did it mean to be the best job on campus and practically speaking, how did I market that concept?
 
Define for yourself what it is about your call center that makes it the best. Here’s some things to consider:

Mission
Pay
Flexible Scheduling
Skill Development
Community
Leadership Opportunities
Resume Building
Career Support
Bonuses and Prizes
Free Food (Sometimes)

Communicating your brand (in words)
 
The most important way your brand is communication is word of mouth within the student population. Make your call center as awesome as you say it is and you’ll garner the goodwill and support of your current callers as ambassadors. Don’t neglect this step.
 
Simply listing the benefits is good but it should be as short as possible and not be a long list. Finding clever snappy ways to word the perks is essential. It will require your creativity. You have a ready-made focus group in your current student callers. Write 80-100 taglines and have them pick their 5 favorites.
 
A shortcut to this is to name your group like it is a student organization. My call center was called Carolina Callers. The name is still in use today. It wasn’t the place that was important it was them, the callers. Being a Carolina Caller was an identity, joining akin to signing up with a student organization. When you name the group and student leaders join the group, you communicate everything you need to about your brand just by saying “Carolina Callers: The Best Job on Campus”.
 
A good way to collect language to use is to ask your callers “What call center means to me?” or to finish the sentence, “I love being a caller because….”. When you have these quotes, you can use them in tandem with caller photographs to create advertisements that essentially testimonials for being the best place to work on campus.
 
Communicating your brand (in images)
 
Follow standard graphic design practices. Make sure you use consistent fonts (and not too many of them) to create your advertisements. Use classic images like simple and sleek black and white clip art or photographs of your current callers. In your images of callers, always have them wear tee-shirts of your institution in the official school colors of your institution.
 
Don’t crowd your images. And make sure, whatever you go, that your advertisements stand out. Use fluorescent paper for bulletin board flyers. In photos, callers should have headsets on so it doesn’t look like any other job. Or maybe you show them eating pizza or cupcakes in a group to highlight that “perk”.
 
Lastly, call center is a place where you can be a little bit silly. Find the popular meme of the moment on Facebook and create a similar one about call center. It will serve you well in social media promotions and it will show that the center isn’t too serious.

This is the third in a five part series about ways to improve phonathon contact rates. Contact rate is one of the most important metrics in phonathon. To read the introduction to contact rates and first steps to take in improving them, click here. For more information about managing and acquiring cell phones numbers, click here.

Remove known bad numbers from your calling pools

A certain of the records loaded in last year’s phonathon were coded as invalid numbers. You should research them and only load those that you find a new number for this year. Don’t pay callers to re-code known bad numbers. This process is known as removing the “historic deletes” or "invalids".

No numbers known identified as invalid should be loaded for calling this year unless a new number is found in the research process. Calling repeat invalid numbers is unproductive for callers but it is also is a budgetary drain on your program and lowers caller morale because they get very bored. The marking of bad numbers found through phonathon in your database (Banner, Raiser’s Edge, etc.) and then excluding them from new phonathon data loads should happen anytime new data is loaded, not just at the beginning of the fiscal year.
 
Diversify your constituencies

Is there a school/college that you don’t call for? Could you approach them? Do you call parents? What about friends?

Removing these invalid records from the pool available to call will lower your record counts for this year, until you are able to undertake an adequate amount of research and initiatives to recover good phone numbers for your lost alumni. Therefore, I recommend that you diversify your constituent base by adding calling for new colleges, schools or units that you have not called for in the past.
 
I encourage you to break through the campus politics in order to grow your phonathon. At the very least, approach these colleges, schools and units who are not currently part of phonathon about conducting a statistically significant test. This would be beneficial for all.
 
It is a commonly held fallacy that you need callers from a particular program to call a particular group. (For instance, law school students calling law alumni.) What is most important is that you need well-trained and well-coached callers in order to produce great results.

By doing a test, you are able to bring in some funds for the unit and you have a chance to prove the worth of phonathon with statistical results. It also gives phonathon the opportunity to clean-up the data for these new colleges by identifying and marking their invalid numbers while they collect new information (such as cell phone and employment) from the alumni they do reach. When you report back to them, don’t just focus on dollars and donors. See my post on the 5 pillars of annual giving.
 
By adding in new groups you will offset the potentially damaging effect of lower record counts due to historic deletes. This will mean that instead of calling invalid numbers or running out of records to call by the end of the year, your callers will have new, fresh groups and new challenges to undertake. This will make for good call center morale while you rebuild your contact rate.

I​f you found this article helpful, sign up for my mailing list to keep in touch. You will immediately receive a free e-book, "15 Best Call Center Games" and you'll be entered to win a copy of my upcoming e-book "How to Staff Your Phonathon Super-Fast: The 7 Secrets to Fill the Seats". Click the button below to sign up.

If you don’t know Adam Grant, let me brighten your Monday. He’s a powerhouse business writer and an amazing TED talk speaker. Today I want to walk you through three takeaways from his book, Give and Take.

Grant states that people can be divided into givers, takers and matchers based on whether they are motivated by giving, getting or some combination thereof (respectively). In one chapter he looks at the concept of burnout and he ends up (of all places) in a university call center.

He assessed whether the callers were givers, takers or matchers. He assumed that the takers would not be good at the job but is surprised to see that the way in the job is marketed (highest paying job on campus) and the way the motivation is structured ("win", "be the best") is actually highly motivating for the takers. Grant wonders what could be done to improve the results of the giver callers. 

What he finds is remarkable: spending 5 minutes reading letters from scholarship recipients motivated the giver-callers to close the performance gap between themselves and the taker-callers in ONE WEEK! So, Grant brought in an actual scholarship recipient to chat with a random group of callers about the impact that the funds they were raising had made in their lives. All callers (regardless of motivational type) saw a drastic increase in performance (as measured in calls per hour, number of minutes on the phone and dollars, which quintupled versus the control group). Givers saw an even more dramatic increase in performance.

Then Grant writes a line that takes this lesson far beyond call center: “The turnaround highlights a remarkable principle of giver burnout: it has less to do with the amount of giving and more with the amount of feedback about the impact of that giving.” (Page 165).

Wow!

Takeaway #1: Many, if not most, of our donors are givers. So, what Grant is saying is that DONOR burnout is within our control. Make it your goal this year to make your donors as aware of the impact of their gift as possible. If 5 minutes reading a note from a scholarship recipient can make a huge difference in the performance of a student caller, what could consistent, impact-oriented messaging around these issues do for your donor’s happiness and willingness to give again?

Takeaway #2: Think about the ways in which we are marketing the student jobs in our call centers. Are you only recruiting and motivating for the takers/matchers? What are you doing to be mission and impact focused in your recruiting and training materials for callers? What are you doing for all of the students to reconnect them with the mission and impact during the normal shift? You should incorporate strategies like Grant suggests not only because you have giver-callers who need the motivation but remember ALL the callers saw an increase in performance when given explicit and emotional examples of impact.

Takeaway #3: Here's one last thing to think about: What type are you? If you are a giver and you're feeling burnt out, what can you do to connect back to the mission? Maybe you need to take a walk on campus and go speak directly with students and faculty, the beneficiaries of all of your hard work. Nurture yourself to your type so that this important work can be completed.

If you like Adam Grant, check out his TED Talks here.

If you found this information helpful, please consider subscribing to Real Deal Fundraising by clicking the button below. You’ll immediately get a copy of my e-book, “15 Best Call Center Games”.