Dec. 17: where donor insight hero Lesley almost is an hour late but then inspires everyone deeply instead❤ Posted byBeate December 17, 2019December 17, 2019 Leave a comment on Dec. 17: where donor insight hero Lesley almost is an hour late but then inspires everyone deeply instead❤ *Beate added Lesley Pinder to the chat* Lesley See you all in an hour! Beate You mean…in three minutes? ? Lesley Um. I thought it was 5.30 my time! Simon lol off to our usual start Jen Fucking timezones. Such a calamity. Every. Time. John ha Lesley Is it on three mins!? That’s cool too. I’ll go find somewhere to sit! I thought I was being so good popping in an hour before so you knew I was on it Just logging in to WhatsApp web 🙂 Beate clever guest this one§ Lesley I’m in! LETS DO THIS Beate Ok – **chat is on** Hello lobsters and guest lobster! Jen Hellllloooooo! Lesley Hiya pals! John welcome Lesley! Lesley I am honoured to be here Jen Thank you for joining us! Simon Lesley. Welcome. Beate This is the politest intro we’ve ever had Lesley I was about to ask if I can swear… Beate Fuck yes John fuck yes Jen Fuckin right you can Beate hahaha Lesley FUCK YEAH! Ahem. Sorry mum. Simon Is your mum a fan of Lobster Chat? Lesley She will be I’m sure. Jen Imagine! “Lesley, what are you doing with these brutes?” Beate okay so enough chit chat. I invited lesley so we could talk about donor insights! wanna tell the chatcast what it is you do? John i TM’d “chatcast” Beate so now you owe me $5 every time you use it Lesley Aye! So, I’m at Head of Supporter Experience at the British Red Cross. Our team’s job is to help ensure our supporters have a great experience. In a nutshell! Beate Very Cool Title Lesley It is a bit. I blush whenever I say it. I feel very lucky. Simon Start by letting them out of the nutshell Lesley Oh simon. Simon Downhill from here Beate ? Simon But still…that must be one of the most impressive fundraising titles in the UK Jen I actually think it’s a lovely title, and much better than some kind of officer or senior adviser which makes me think i might get arrested Lesley Oh cripes, I guess! It definitely feels like a huge honour and opportunity. We have the chance to do something really great I think. Which is both exciting and terrifying! Simon Do people forget you’re a fundraiser? Lesley I think sometimes people might think supporter experience isn’t about raising money as we don’t directly fundraise. But it’s EVERYTHING about raising money And I always refer to myself as a fundraiser. Beate ?? John AMEN to that Jen Sing it sister Beate Lesley had my favourite slide of the whole IFC this year Beate I HATE THAT QUOTE!!! Lesley Ha!! Beate So much shit is justified using that quote Your take on it was music to my ears Simon And I always think that if you asked the horses they would have said ‘cars’ Lesley I hear the phrase “People say one thing and do the opposite” ALL the time to justify not ever speaking to supporters or doing research. And that quote is used all the time to back it up Beate That’s the difference between “insight” – using what you learn to form some kind of knowledge and “well they said so so I must blindly abide by it” ? Jen “Supporter Experience” anchors the conversation around the donor/volunteer/helper, not around the business end of the charity Simon Conversation is a key word there right? People say something intially but theres always more to it. Not the opposite. Just more Jen And then there’s the “well how do I measure if this works if I haven’t involved a statistician and analyst” Lesley When I think of insight, for me it’s about understanding what you want to find out and then working out the best way to find it out. Sometimes your data will tell you all you need to know if it’s about how donors currently behave. But if you want to understand how people feel about something or why they behave, you probably need to speak to them. Jen Insight! Love it. Lesley And if you want to know if something works, then you need to test it! Insight comes from many places, not just 200 page decks from research agencies Beate How many donors would you say you speak to on a regular basis? You or your team, I guess Lesley Not as many as I’d like!! Jen GOOD ANSWER Lesley Every month we have some sort of supporter conversations happening I guess in different forms… Last month we used an online panel to deep dive in to how supporters felt about our 2030 vision for supporter egagement. It was three days of online discussion and activities. FASCINATING That was 24 people giving deep emotional response. Jen ? John i’d be curious to know what are some recent insights that really surprised you and your team Lesley? like something that caught you off guard Lesley That piece we just did….I confess, i wondered how much our supporters would engage in a 10 year conceptual vision but they COMPLETELY got it. And explained it back to use using such clear, concise language that connected to how it made them feel. Jen Wow. Goes to show you that if you are authentic and open in the way you ask people to dig in and dive in, they will! Beate So what is your “2030 vision for supporter engagement”? Jen This chatcast(TM) is restoring my faith in humanity! John haha Lesley Ha, well, that bad boy I can’t share yet as it’s part of our whole organisational ten year strategy that hasn’t quite yet been signed off yet! But, the fact that our supporters are built in to it is so exciting, and they’ve had the chance to feed back Jen Ahhh the cold hand of “approvals”. Fair point. Simon Does much get revised/rewritten based on what supporters say? Like how much should charities let supporters guide them? /Tell them what to do (Also feel like there’s a Labour party comparison we should bring up here as you’re the only British lobster) Lesley Our approach is to use supporter insight to guide the experience not dictate it. We tend not to ask thing like “what do you want” but more “what have you felt before” “How do you want to feel” Jen Love #allthefeels John asking donors emotional questions… imagine…. Simon “How do you want to feel” is very heavy Lesley Ha, yes, there are ways of exploring that without sounding like you’re interrogating people! I would never ask a donor “How many times do you want us to email you” or “Do you want to be thanked”. Simon Well that’s an interesting discussion…people often say we should be asking donors how many times they want to hear from us, which I’m not a fan of. Would love to hear your thoughts Jen “Without interrogating” says the Norwegian! John LOL Beate What? the Norwegian did not say that Simon Jesus imagine a Norwegian focus group Jen That’s what I was thinking John lol Beate The norwegian ONLY interrogates people. I demand to know! Actually, we’re all super evasive and no one wants to speak to a group so it takes forever Simon Norwegian focus group has no questions. It’s just someone shouting how right they are. Jen GOLD! Waiting for L’s brilliant answer but this is amazing. Beate Tss, we don’t need to shout it, we know we are so we can just softly say it. Lesley I’d love to get you to do some insight interviews, Beate. You’d be brilliant! Beate Thank you for being the nice one in this group ❤ Lesley So, to answer your question Simon, here is how i’d approach it…. Jen Even in the survey work we do we are always careful about asking questions we don’t want answers to. (Also helpful for parenting teenagers) Lesley We found out what people cared about and what inspired them. Then designed an email journey for them. Our hunch was that if the content was relevant to them and interesting, then the frequency wouldn’t matter so much. But the only way to test that really is to send the emails! And ideally a/b test frequency And ask for feedback in the moment, not months after! Jen BING POT! Simon *preach giff* Lesley How do you feel about the emails we’re sending you? Not, how many do you think you might want Beate Can you say a little about hwhat kind of experiences you have for your donors today? I like that this is coming from a big charity – so often we hear “we have too many supporters to do that” from the larger ones. Simon I’d actually say the bigger ones seem to have just as many excuses. We have too many supporters Lesley Or can you remember that thing you did 12 months ago amongst all the other things you’ve done… Well we do have our Supporter Celebration Week which we piloted this year. That had the dual purpose of championing our supporters internally but also we had the chance to thank some amazing people. Beate ooh, nice Lesley We reaching 110.000 supporters by email, and 900 with hand written cards and 1000 or so with phone calls So no, not all our donors. But better than none!! Simon Yeh that was something you said at Fundraising Everywhere that stuck… Start somewhere John ❤ Jen ❤ ❤ Beate ??? Simon ??? Beate Sigh. Lesley I think for small orgs, or any fundraisers actually, people think you need research and insight specialists to do insight In big orgs that means fundraisers delegate understanding supporters to researchers And in small orgs they think they can’t do it at all NOPE We can ALL speak to supporters and ask good questions of them. Simon Like the resources scale up with the size Jen What a jolt of inspiration you are. Mama-to-Lesley you should be SO proud! Beate What’s your favourite question to ask a donor? Simon Oh good question Lesley Oh man. So, a great one is “Can you tell me a time that a charity has delighted you.” It tells you SO MUCH And is often really depressing. Jen Oh my goddess that must be devastating… Lesley That’s why i was so excited by this role. I’ve heard SO MANY donors talk about how disappointed they are in different charities It’s not good enough. And i couldn’t ever understand why they didn’t listen Jen And so many of us as fundraisers AND donors know and see and feel the epic disconnect Lesley It’s not in the least bit suprising to me that people are disollusioned Jen (another Brexit segue? or North American politics?) Simon Why is it so easy to recognise from the outside but feels so hard for insiders to change? Lesley Oh man Simon, that’s a topic for a whole other lobster chat! Jen When the Chatcast(TM) sorts that out, we’re on fire Lesley Also, my fave question is “Can you tell me how you feel about the Red Cross” *insert own charity* Beate One thing is the financial side of all this. But on a human level, it just makes everything so much more worth it when you know you’ve made a difference to someone’s day/life ❤ That’s why we’re all fundraisers, to change the world. Small scale and big. Lesley And that’s why people give. Quite aside from ensuring you can give better experiences and do better fundraising, speaking to supporters is SO INSPIRING It makes me feel better about the world. Or should I say, They make me feel better about the world. John ❤ Jen ? Lesley If fundraisers don’t ever speak to their supporters they are missing out SO HARD Simon Heck yes It’s seen as such a junior role sometimes…to talk to donors Lesley Next year we’re going to test ‘back to the floor’ activities. So every fundraiser has to meet or speak to supporters throughout the year. Simon Like Undercover Boss Beate I love that Lesley It’s simple, but if you’re disconnected from your audience you won’t fundraise as well. Facts. Simon Wasn’t there a charity that did Undercover Boss I think? So fucking useful Beate My favourite activity as a fundraiser when I worked for the cancer society was whenever we had events and I could be on the streets with a collection tin and talk to people. Loved it. Lesley PREACH! Get on the phone with supporter care, volunteer at an event for another team, do research calls for us. That kind of shiz Beate Well guys. We could do this forever. But time flies It’s been half an hour already! Simon wtf? Lesley Crikey! Simon I thought these were an hour Beate They’ve never been… Jen Norwegians…so abrupt Lesley I’m enjoying this insight in to your cultural idiosyncracies Simon Focus group has mixed answers on how long these usually are John lol Lesley Ha. Simon, how does that make you feel? Beate We’ll do Part Two when lesley has her Managerial Approval™ to share the 2030 plan! Jen And no one can hear our adorable accents! Beate Lobster fact time: Simon I accidentally private messaged Lesley a reply like a creep Lesley Weirdo. Oh man, i meant to bring a Scottish Lobster fact. Sorry lobsters Beate once every 50 million lobsters, one is born that is half female – half male. And then they look like this! Jen that’s a nightmare come to life Simon Like you Jen Beate hahahha John HAHAHAAH Jen (bowing) that was amazing John they have lobsters in scotland? Simon It’s ok according to Beate all lobsters are same nationality Jen Oh good fucking lord. Scottish Lobsters. IMAGINE! Lesley As long as you don’t call Scottish lobsters english… Beate John would lose it if he found out about scottish lobsters Simon Scottish lobsters staying in the EU Lesley Well. This was an experience! Thanks for having me Simon This has been helpful Lesley…and totes not enough time Jen ? Lesley I tried to say a lot. Sorry for slow responses! Beate I found something special for you though! I know how you love bicycles and now lobsters… aaaannnndddd…. Look at those! Lesley BA! hahahaha That is niche. Simon Lesley Prawnder Lesley Shit, why can’t i think of a seafood pun for Scriver? I hate me right now *Beate removed Lesley Pinder from the chat* Did this chat make you laugh? Or think? Find us annoying? You should totally share that with your friends.