Donor thank-you call script

A short phone call to say thank you is one of the simplest ways to keep a donor. It takes two minutes, costs nothing, and donors notice it. It's also a gentle first job for board members who are nervous about fundraising: there's no ask, only thanks.

This script is for board members, staff and volunteers calling recent donors. Our guide to donor stewardship explains how thank-you calls fit into a year of contact.

Who to call

• First-time donors, within a week or two of their gift.
• Donors who gave more than usual, or for many years in a row.
• Monthly donors, around the anniversary of their first gift.
• Everyone, if you can. A small charity with a few dozen donors can call them all after a year-end appeal.

Tips for callers

• Keep it short. Two or three minutes. If the donor wants to talk longer, let them.
• Don't ask for anything. No ask, no event pitch, no survey. The call is only to say thank you.
• Be yourself. Use the script as a guide, not something to read word for word.
• Have one true story ready, something recent from the program, told without details that could identify the person.
• Call at sensible times, such as early evening on a weekday or late morning on a weekend, and never early in the morning or late at night.
• Leave a voicemail if they don't answer. A voicemail thank-you still counts.
• Write down what you learn, such as why they gave, or a question you promised to answer, and pass it on the same day.
• Respect their wishes. If someone asks not to be called, mark it in your records and don't call again.

The thank-you call doesn't replace the written acknowledgment. For any single gift of $250 or more, the donor still needs a written acknowledgment from your charity. Our guide to donor acknowledgments explains what it must say.

Keep the call free of any ask. Once a call asks for money, it's a solicitation, and other rules can apply. If you ever hire a telemarketer to call for donations, the FTC's Telemarketing Sales Rule says it is an abusive practice for a telemarketer, in a call "to induce a charitable contribution," to fail to disclose "truthfully, promptly, and in a clear and conspicuous manner" the identity of the charity and "that the purpose of the call is to solicit a charitable contribution." The rule also bars telemarketers from calling homes outside "8:00 a.m. and 9:00 p.m. local time" without consent. Many states also regulate charitable solicitation and paid fundraisers, and state telemarketing rules may also apply, so check your state before any fundraising calls. Our guide to state fundraising registration explains how to find your state's rules.