Should I send a thank you note, make a phone call, or send a personalized video?

3 ways to say thank you

Brittany Nardi
September 24, 2021 · 3 min read
Should I send a thank you note, make a phone call, or send a personalized video?

1. Phone call

2. Thank you note

3. Personalized video

4. All of the above

It’s an AND, not an OR as our VP of Customer Success, Frank always says. Here at Gratavid, we view the thank you as an opportunity instead of a task. These three complement each other perfectly and each one has its own benefits. The question is when should you use each one? Read on to find out!

thank you grid

Where do I begin?

Although you have a variety of options to thank your donor, we suggest starting with a phone call. Since a personal connection is important, and you want to set expectations for what you're going to do next, a phone call is the best way. Your immediate goal is to capture their information, understand why they gave, learn what they care about, establish that relationship making sure expectations are clear on both ends, and most importantly THANK THEM. 

"The gift should start the process of bonding the donor to the cause. The thank-you communication forms the bond." - Julie Cooper | The Build Good Podcast

I’ve made the call, now what?

This is where we suggest sending a personalized video. Phone calls can take time, so if you are feeling overwhelmed then personalized videos might be a way to send more thank yous without sacrificing impact. A recent stat also shared that 80% of people won’t answer their phone when they don’t recognize the number, so if this is the case, video is the perfect way to let them know that it was you that just called. If they did answer the call, it will still help to accomplish the next three things.

1. It puts a face to a name. 

2. It shows your donor/constituent that you value the relationship with them and want to ensure that they are taken care of. 

3. They can now hear your voice and see your body language. 

This creates a more personalized 1-to-1 cemented relationship while building trust. Trust here is key. 

“71% of donors said personalization makes them feel more engaged.” - The Nonprofit Times Donor Loyalty Study

Click here to learn more tips about sending a personalized video to your donor.

Alright, I’ve made the call and sent a video, when do I mail a note?

A note shows that you care and that you value the relationship, but it can’t truly showcase everything to the donor. That’s why it’s important to make a call or send a video first. Ink on paper isn’t the same as hearing the tone in your voice or seeing your facial expressions on camera. It can’t “bring the donor to the scene” to show the impact their donations have made, nor does it put a face to a name like a photo or a video can. But, if the donor already knows you on a more personal level, sending a note is another added touch. 

Here, you can find 5 tips to improve your thank you note.

Here’s to saying thank you, which truly is the most important part!

Be thoughtful, be grateful, and show it with a touch of originality. Think about all of the time you can save and the better relationships you can build by choosing the right way to say "Thank You". Doing all 3 things is great when you first receive a donation from a new donor, or when you receive an annual gift from an ongoing donor. Making sure your donors feel appreciated and valued helps to keep them loyal and more willing to donate in the future.

WRITTEN BY
Brittany Nardi
Marketing Coordinator @ Gratavid
Brittany serves as the Marketing Coordinator at Gratavid. She grew up in the Upper Peninsula of Michigan surrounded by Mom & Pops, forests, and Lake Superior. Brittany happily joined the team this spring as a recent college graduate with a Bachelor's degree in Marketing. Previous to working for Gratavaid, she worked for other nonprofits and higher education offices.
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Ready to stand out with personalized video?

Check out our favorite Gratavid testimonials below, and visit Gratavid.com for examples and to learn more.

Eshon Allen

Gratavid truly helped us reimagine the connections we make between our school community and the donors who make it all possible.

UCLA
Eshon Allen
UCLA
Jenny Johnson

Gratavid has helped take our stewardship to a new level. I can not express enough how much I love this platform.

Ole Miss Foundation
Jenny Johnson
Ole Miss Foundation
Kerri Naber

Our donors are so thankful to receive Gratavids because it communicates that they are a big part of our mission. A personalized video makes them feel valued and seen.

Mercy Multiplied
Kerri Naber
Mercy Multiplied
Zack Huffman

Gratavid is a game changer. Since starting I’ve used it every day.

Teach For America
Zack Huffman
Teach For America
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