Archive for category: Coaching

In the rush to meet this month’s ambitious goals, the little things are often glossed over and not respected as the powerful relationship-building tools they are.

Let’s take leaving a message when you make a call for example.  Now I am NOT talking about the new voice chat. No. This is the good ole fashioned thing you leave when someone doesn’t pick up!

I’ll bet you are making a good many calls now – and perhaps even orchestrating a board or volunteer thankathon or gift-reminder call project. Often these calls will go to a giver’s voice mail. 

Are you and your callers ready for what happens after the beep?

Here’s what you need to remember to leave an Artful Message!

TEN TIPS for an Artful Voice Message

1. Define the purpose of the call.

If this is “just” a thank you – it should be JUST a thank you….not an ask, next steps or anything else. If it is a reminder to consider a year-end gift – say that. Be clear and stay in your lane.

2. Script what you are going to say, practice it, then relax with it.

No one wants to listen to you read a script. You also don’t want to ramble on. (though honestly I’d take that over reading a script!) Be SO familiar with the words that you can be conversational in your delivery.

3. Remember your tone is key!

Your tone conveys meaning – caring, sarcasm, irritation, concern, and, yes, integrity. You want the listener to feel like you are enjoying this call, not checking them off a long list of calls to make. When you authentically care about your message it comes through in your tone. Ah…but same when you don’t really care.

4. This message is for a real person.

You may or may not personally know all the people you call. That’s ok. Either way you are leaving a message for a real person. Pause before a call to say the name. If you do know them, picture them in your mind. Smile and feel gratitude to be able to reach out to them.

5. Be a real person.

You may have 20 of these to make, but each one is an opportunity for you to be genuine. Don’t get concerned about needing to be “professional.”  Of course you don’t want to be flip or rude – but you also don’t want to be stiff and formal. Consider how you care about the mission you are representing – the values you must share with the person you are calling – the chance you have to show you care and deepen a relationship.

6. Pick a pace that is comfortable to listen to. Not too fast – not too slow.

You may be saying this for the 10^th time – it’s the first time they are hearing it. Not too fast – rather a comfortable speaking pace.

7. Calling you back.

If you are a volunteer, it depends on your comfort getting a call back. For staff, more likely you will want to give people a way to reach back out to you.

8. Make the message long enough to get the message across.

30 seconds to a minute is usually enough depending on the call purpose.

9. Some examples. (I’m using my client, the Michigan Animal Rescue League as an example. You are very smart and can adapt!)

Thank you

 “Hello, Gladys. Happy Holidays! This is Bill Smith and I’m delighted to serve on the Michigan Animal Rescue League Board. Your support means so much as we care for the animals we rescue. Thank you! (pause) Thank you for partnering with us. I am sincerely grateful. Gladys, no need to call me back, but if you do have any thoughts for me you can reach me at 608-772-xxxx. That’s (more slowly) 608-772-xxxx. Again, my thanks to you for being our friend and supporter. Best wishes for a bright and happy Holiday!”

Consider a year-end gift

“Hello, Gladys. It’s almost New Year’s eve! For many of our Michigan Animal Rescue League friends, it’s time to make your gift to support our caring work. This is Bill Smith, a member of the board. It’s important to me that you have everything you need to accomplish the gift you wish to make yet this year. You can call me back at 608-772-6777. That’s 608-772-6777. Or you can go to our website at www.marl.org and get connected there. Whatever you decide, know that we appreciate you and your partnership with us. Thank you and have a happy, happy holiday!”

Shorter

“Hello Gladys! It’s Bill Smith, a board member from the Michigan Animal Rescue League. I just want to say thank you for your generosity… and your caring. May your holidays be merry and filled with good times with your favorite four-legged friend!”

Shorter

“Hello Gladys! Our animal rescues thrive because of your generosity. Thank you for considering a gift to the Michigan Animal Rescue League yet this year.  Probably easiest to go to www.marl.org to make a gift. This is Bill Smith, a MARL board member. Know that whatever you decide, we appreciate having you part of our family and wish you happy holidays!”

Shorter

“Gladys – Bill Smith here from the Board of the Michigan Animal Rescue League. You make life so much better for our animals and the people they love. Thank you and happy holidays!”

10. Common mistakes to avoid and how to fix them.

• Talking too fast to be understood. SLOW down. Breath before you start.
• Talking too far away from the phone to be picked up clearly.
• Sounding like you are reading a script.
• Sounding like you are irritated with this whole thing!
• Forgetting to actually say, “Thank you!”
• You just want money.  Believe me, it comes through loud and clear.
• Trying to do too many things in this simple touch – confusing and overwhelming.

Easy way to fix it all?? 

• Be fully into the call. SMILE when you talk!
• Begin by remembering why this mission is dear to you.
• “See” a person on the other end and care about them.
• Look at this as a way to create a deeper relationship.

Our calling to serve non-profit missions thrives because of your generosity, caring and talent. Please always remember how deeply I value OUR relationship and the belief we share in artful and respectful fundraising. May you feel my love. Thank you! Joy to you! Happy Holidays to you!

Invest in JOY®