For organizations operating in tourist-friendly destinations, accommodating donors who want to drop by while on vacation can present unique challenges. At first glance, accommodating such visits to program sites may seem like a simple task. After all, the donors are already covering their travel expenses and literally meeting us where we are, so what could possibly go wrong? Yet, what starts as a brief tour often morphs into days of intense coordination, leaving program staff stretched thin and resources depleted.
Sometimes, the demands escalate unexpectedly. A casual inquiry about dining options or child-friendly activities can snowball into hours of research and planning, diverting attention from core responsibilities. And all too often, meticulous preparations are dashed when the donor cancels at the last minute, leaving behind a trail of wasted time and effort.
However, it’s crucial to acknowledge that assigning blame is not the solution. Donors are often unaware of the behind-the-scenes complexities. Program staff may struggle to assert boundaries amidst power dynamics and competing priorities. Similarly, fundraising teams may lack insight into the operational challenges of orchestrating these visits.
With an understanding of these dynamics, here are several suggestions to protect your staff’s time and establish suitable expectations for your fundraising teams, program staff, and donors.
Create a Menu of Options
First, you need to plan a menu of options to present donors, so that you are not customizing every single visit, and you don’t have to reinvent the wheel each time. Your donors don’t know what to ask for or expect, so it is up to the fundraising and program teams to work collaboratively and proactively to generate a couple more-or-less evergreen options to present to donors so they can select what they want.
- I recommend one option be a quick (1-2 hour) true “drop-by visit.” This offer consists of a couple hours on site, a presentation by the program team, and a tour of the facilities. It must be arranged in advance (you determine how much advance notice you need), and you don’t charge the donors anything.
- Another option could be a half-day experience that includes a meal. This is more in-depth, providing much greater insight and engagement. You can, of course, offer this for free as a form of donor stewardship, but I would suggest offering it only to certain segments of donors, not the general public or anyone who inquires. We have to protect our staff’s time and resources.
Charging a fee should be considered, if your organization regularly deals with no-shows or last-minute cancellations. It’s not just about recouping costs; it’s about ensuring commitment. People are much less likely to cancel on something they have paid for in advance. This practice is neither uncommon nor unethical; consider the numerous tourist experiences worldwide that require paid reservations, from safaris to hot air balloon rides. Paying in advance for experiences is quite normal and can help manage expectations and commitments.
- For destinations that require deeper engagement, you might also consider a third option: a multi-day experience complete with accommodations and cultural immersion. This option resembles planning a customized donor trip, and you should certainly charge a fee. My U.S.-based readers will be familiar with our tax receipts stating, “No goods or services were provided in exchange for this donation.” Offering paid travel experiences for donors is both ethical and legal, especially if they are indeed receiving goods and services.
Collaborate with your program team
It’s essential to develop these offers in collaboration with your staff and partners at the site before donors come to you with visit requests. This collaborative approach ensures that staff are not inundated with last-minute requests and can streamline operations. By involving staff and partners in the development process, you can create sustainable solutions that benefit both donors and the organization.
Use the Menu as a Cultivation Tool
Once the menu is created, not only have you addressed the issue of reacting to every donor request that comes your way, but you’ve also developed a compelling tool for your Relationship Managers. They can now offer the donors in their portfolios this menu for consideration. It’s important to recognize that for every donor who reaches out unprompted, expressing interest in visiting your program site while traveling to the area, there are other donors who may be traveling to the same area but hadn’t considered reaching out. By presenting them with the menu of options, you provide engagement opportunities they may not have otherwise considered.
Addressing the challenge of spontaneous visits calls for a balanced approach that values both donor engagement and organizational efficiency. Through the implementation of structured options tailored to donor preferences, organizations can navigate this terrain with clarity and purpose. This approach ensures that each visit enriches both the donor experience and furthers the organization’s mission.