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2016 Relationship Resolutions: 
Resolve to Raise Relationships
Webinar 4: Culture of Gratitude
April 2016
Agenda
Recap
Cultivation Touch Points
Stewardship Touch Points
Homework + next steps
Recap Culture of 
Philanthropy
Culture of 
Planning
Culture of 
Goal 
Setting
Culture of 
Connection
Culture of 
Gratitude
Culture of 
Generosity
Where we’ve 
been
WHEN: Mapped 
development activities to a 
calendar
January
WHAT: Defined a SMART 
Goal
February
WHO: Identified + qualified 
givers for your SMART Goal
March
Your SMART 
Goals
What you need
A Plan for 
Each 
Priority 
Giver
The pieces of 
an individual 
giver plan
Identify
Qualify
CultivateSolicit
Steward
Identify
Identify
Qualify
CultivateSolicit
Steward
Qualify
Identify
Qualify
CultivateSolicit
Steward
Qualify
• Capacity + inclination to 
give
• Concern for your mission
• Connection to your 
organization
Qualify
• Background
• Financial context
• Charitable inclination and 
orientation
Touch Points
Identify
Qualify
CultivateSolicit
Steward
How you want 
your givers to 
feel
Appreciated
Engaged
InformedConfident
Closer to 
values
Touch Points
Cultivate
• Build interest and involvement
Solicit
• Ask for the appropriate amount in the 
appropriate way at the appropriate time
Steward
• Thank: Make sure the giver feel appreciated 
and convey the impact of the gift
Scaling Touch 
Points
Major gifts
Significant 
gifts
Transactional gifts
Transactional 
Level
Cultivate
• Newsletter, annual report, email list, 
community events
Solicit
• Direct mail, online appeals, crowdfunding 
campaign, event ticket sales
Steward
• Thank you letter (within 48 hours is rule of 
thumb), listing in donor roster
Significant 
Level
Cultivate
• “You made a difference” (YMAD) mailings, 
site tours, house party invitations
Solicit
• Personalized requests by phone or in 
person by a board or staff member
Steward
• VIP reception, thank you call from board 
or staff member, giving society status
Major Level
Cultivate
• Insider meetings with Executive Director 
or program staff, comped events
Solicit
• Face‐to‐face solicitation by Executive 
Director or Board Chair
Steward
• Stewardship reports, site visits, 
recognition at events or in publications
Where we’re 
headed
Add cultivation touches to 
Touch Point Action Plans
April
Add solicitation touches to 
Touch Point Action Plans
May
Add stewardship touches 
to Touch Point Action Plans
June
Culture of 
Gratitude
Identify
Qualify
CultivateSolicit
Steward
Definitions
Cultivation
Relationship building
Interest building
Definitions
Stewardship
Appreciation
Accountability
Aren’t these 
two very 
different 
things?
Before gift: 
Cultivation
After gift:
Stewardship
Ideally: 
Continuous 
Cycle
StewardshipCultivation
$
Culture of 
Gratitude
GRATITUDE
Steward
Cultivate
Why 
Gratitude?
The power of 
“Thank You”
Demonstrating 
Gratitude
According to Penelope Burk who conducts 
the annual Burk Donor Survey:
“Every research study we have conducted 
and every controlled test we have run has 
yielded higher gift values and longer 
retention from donors who have been 
treated with care and respect when they 
are not being asked for money.”
Demonstrating 
Gratitude
Official gift acknowledgment letter
Handwritten note
Thank you call
Listing in donor roster
Invitation to stewardship event
Inclusion in giving society/club
Appreciate in person (lunch, coffee)
Shout‐out on social media
Culture of 
Gratitude
Identify
Qualify
CultivateSolicit
Steward
Tips for 
Cultivating Grant 
Funders
Tips for 
Cultivating Grant 
Funders
Identify + 
qualify grant 
opportunity
Cultivate 
relationship!
Submit 
proposal
Tips for 
Cultivating 
Grant Funders
Tips for 
Cultivating 
Grant Funders
Introduce yourself. Make a connection. Gain an ally in your 
corner.
Learn information that can help you strengthen your 
application, including what the funder is most interested to 
know about the project.
Hear if this is not the right opportunity or the right time. If a 
funder steers you away from applying, pay attention to whether 
they are saying never or not right now. 
Why call?
Tips for 
Cultivating 
Grant Funders
One organization submitted a request for more than 100 times the 
largest grants that the foundation makes in Ohio. “This immediately 
showed that they hadn’t sought out any guidance before applying,” she 
says. Based on the inappropriate ask amount and what she said was a 
confusing budget, Jen contacted the grantee with questions. “He said 
that they’d follow‐up with some clarifying information,” she recounts. 
“But I never heard from him again.” 
Instead of embracing this opportunity, the grantee squandered it—as well 
as the relationship. Jen says that given the gaffe, she probably would not 
look favorably on a future request: “At least not until they contact me 
first, and show that they understand. That’s why I have these 
conversations: to make sure you understand us as a funder and that I 
understand your organization.”
As told by a funder:
Jennifer Hurd, Bank of America 
Charitable Foundation
Tips for 
Cultivating 
Grant Funders
About existing funders: 
“Establish good working relationships and open 
conversations with your current funders. Ask them 
who else they see might be interested in funding 
you. They may point you to other funders who may 
be a fit. Who knows—they could even have another 
portfolio and be able to make an additional grant.”
As told by a funder:
Quinn Delaney, 
Akonadi Foundation
Tips for 
Cultivating 
Grant Funders
When to call?
As far in advance of 
a grant proposal 
deadline as possible.
Grant seeking is a 
marathon, not a 
sprint. Sometimes 
just making contact 
with a funder is an 
important mark of 
progress.
Culture of 
Gratitude
Identify
Qualify
CultivateSolicit
Steward
Tips for 
Acknowledgment 
Letters
IRS Requirements:
Charities must send a formal gift 
receipt for any single contribution of 
$250 or more.
Must include certain elements, 
including date and amount of 
contribution; statement of tax‐
exempt status, and good faith 
estimate of value of any 
goods/services received.
Tips for 
Acknowledgment 
Letters
Be prompt: Best practice is to mail 
within 48 hours of receiving gift; within 
2 weeks is a must.
Customize: Giver’s personal information 
and gift amount
Personalize: Use a real signature and 
add a special note
Just thank: Do not ask for another gift! 
Connect: Include name/number of a 
staff person who can be contacted with 
questions or concerns
Tips for 
Acknowledgment 
Letters
The typical organization‐centered thank 
you letter:
 “Your generous contribution enables XYZ 
Organization to serve Greater Cleveland 
families in  need.”
This approach focuses on what the 
organization does.
It emphasizes the donation, not the 
result.
Missed opportunity!
Tips for 
Acknowledgment 
Letters
 The donor‐centered thank you letter:
 “Because of you, tonight a child is warmer, a woman is 
safe from violence, and a family shares a nutritious 
meal. Multiply this by the many hundreds of families 
who count on XYZ Organization every year, and you can 
begin to imagine the powerful difference you are 
making in our community.”
This approach focuses on what the donor 
makes possible. Give the DONOR the credit!
It transforms “making a donation” to 
“acting on one’s values.”
A realized opportunity to connect the donor 
to your mission.
Burk Donor 
Survey:
Reflections on 
Gift 
Acknowledgment 
Letters 
Why 
Gratitude?
Donors who are thanked 
GIVE AGAIN:
A three‐minute thank you 
call can boost first‐year 
retention by 30%.
Why 
Gratitude?
Donors who are thanked 
GIVE MORE:
Donors who are called 
within 48 hours of making a 
gift give more next time. 
Why 
Gratitude?
In fact, in a study by 
Penelope Burk:
Donors who received thank 
you calls gave 42% more 14 
months later. 
Why 
Gratitude?
In this same study, donors said if they got 
a thank you call from a board member:
95% would be appreciative and 
impressed
72% would want to give more next 
time 
74% would want to give longer or 
indefinitely
A challenge!
Make 
Thank 
You Calls 
a Habit
Tips to Make 
Thank You Calls 
a Habit
Make a plan for:
Who will call
Who you will call 
When you will call
What you will say
How you will track calls made
Tips to Make 
Thank You Calls 
a Habit
Who will call:
Executive staff
Development staff
Board members or other volunteers
Tips to Make 
Thank You Calls 
a Habit
Who you will call:
Givers you are prioritizing in your 
SMART Goal
First time givers
Second time givers (victory!)
Givers who give at your significant gift 
threshold level
Every giver, every gift
Tips to Make 
Thank You Calls 
a Habit
When you will call:
Best is within 24 – 48 hours of gift
If that’s not realistic, set up a system:
Review a report of incoming gifts 
either weekly, bi‐weekly, or monthly
Tips to Make 
Thank You 
Calls a Habit
Make one thank you call first 
thing in the morning = 250 calls 
made each year.
Tips to Make 
Thank You Calls 
a Habit
Board “thank you drive”:
Assign specific calls to board members 
during a set number of weeks. 
This is a great first step to warm board 
members up to asking donors for money!
Tips to Make 
Thank You Calls 
a Habit
What you will say:
Most thank‐you calls should take 
about 1‐2 minutes. 
Voice mail messages will be even 
shorter.
Tips to Make 
Thank You Calls 
a Habit
What you will say:
Develop a simple script (homework!)
Keep it short and sweet
“I’m just calling to thank you.”
Don’t ask for another gift!
If the donor wants to chat, great! If 
not, that’s perfectly fine and what 
you expected.
Tips to Make 
Thank You Calls 
a Habit
What you will say (example):
Hi Ann, this is Dana, the Executive 
Director of Smart Start Cleveland.
I’m not calling to ask for anything – I 
just want to say thank you! We 
received your donation yesterday.
We appreciate you very much and 
are excited to put your donation to 
work right away to help young 
children in our area.
Tips to Make 
Thank You Calls 
a Habit
If the donor seems to want to chat, 
learn something about them:
I’d love to know how you learned 
about us.
Would you mind sharing with me 
why Smart Start matters to you?
You’ve really helped us with your 
gift. Is there anything I can do for 
you or provide you with about our 
work?
Tips to Make 
Thank You Calls 
a Habit
If the donor seems caught off 
guard, not talkative, or wants to get 
off the phone, move to a close:
Example: Well I don’t want to use up 
more of your time. I just wanted to 
say thank you. Enjoy the rest of your 
day!
Tips to Make 
Thank You Calls 
a Habit
How you will record calls made:
Keep a list or use a field in your database 
to note who you call and when.
Capture any notes/information you 
learned about them.
Make good on any requests they made 
(update their mailing address, send 
material, etc).
You might run a report 6, 12, or 18 
months later to assess if thank you calls 
helped you retain or increase donors.
Tips to Make 
Thank You Calls 
a Habit
If the donor seems caught off 
guard, not talkative, or wants to get 
off the phone, move to a close:
Example: Well I don’t want to use up 
more of your time. I just wanted to 
say thank you. Enjoy the rest of your 
day!
April 
homework Thank you calls: Use worksheet to set a plan for making 
thank you calls and draft a thank you script.
Cultivation Action Plan: Continue filling out your Touch 
Point Action Plans by adding Cultivation Touch Points. 
Touch Point 
Action Plans
In March:
 You identified the givers who are part of your 
SMART Goal and created a Touch Point Action 
Plan document for each one of them using the 
template provided.
 You followed steps to qualify the giver and 
gather together key information about them 
and the relationship to your Partnership.
Touch Point 
Action Plans
In April:
You will enter Cultivation Touch Points 
onto the Touch Point Calendar (within the 
worksheet):
1. Known milestones
2. Planned development activities
3. Personalized cultivation points
Touch Point 
Action Plans
In May
You will continue by adding Solicitation 
Touch Points onto the Touch Point 
Calendar.
We will practice “making the ask” at the 
Smart Start National Conference!
Bring your Touch Point Action Plans to 
discuss during Speed Coaching sessions.
Touch Point 
Action Plans
In June
You will finalize the Touch Point Calendar 
by adding Stewardship Touch Points that 
will come after the gift.
Thank you!
Questions about the training schedule?
Contact Jessica Griffin
Fund Development and Event Manager 
jgriffin@smartstart.org 
919‐821‐9528

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