Picture this: It's a Tuesday morning after endowment reporting season, and I'm sipping my third cup of coffee (let's not judge). My inbox dings with an email from a donor. Not just any donor—a longtime supporter with endowments that have frankly been under-communicated for years. The subject line? "Questions About My Funds." Gulp.
I opened the email, and there it was: a thoughtful yet firm request for a detailed breakdown of their giving history, how the funds had been used, and what impact they'd made. It wasn't a quick "How's it going?" This was a deep dive. Years of silence meant gaps in reporting—and gaps in trust.
This email was my call to action.
Where It Started: A Cup of Coffee, a Spreadsheet, and a whole lotta research
I started by pulling every shred of information I could find: giving history, fund balances, old reports—you name it, I scoured every inch. It was like being part detective, part historian, and part spreadsheet wrangler—my master's is in research, after all.
Here's what I discovered:
Years of giving without detailed impact communication—basic financials only.
Missing reports from departments receiving the most significant amounts of support.
A need for a clearer impact story and internal education on why these stories matter.
Once I had identified our course of action, it was on to rebuilding the trust that had slowly eroded over time.
Collaboration Is the Name of the Game
Rebuilding trust and showcasing impact is never a one-person job. I looped in my team, the departments receiving the financial support, and even leadership. Together, we mapped out the funds' trajectory, identified reporting gaps, and developed a communication plan moving forward.
And let me tell you, collaboration wasn't just efficient—it was essential. No single department held the whole story. But working together? We created a comprehensive narrative to share the impact of this donor's support as well as ensure the communication wouldn’t end with this one report.
The Deliverable: Rebuilding Trust
Once we had all the pieces, I crafted a response to the donor that wasn't simply a "here's your report." It was a story. The giving history and fund utilization were tied to the tangible impact they'd made: scholarships awarded, programs launched, and lives touched.
It wasn't just numbers. It was their legacy—brought to life. However, this donor stewardship report wasn't the only deliverable. We connected this donor with leadership in a face-to-face follow-up, where we provided additional video narratives and discussions to get involved with future events.
The result? They felt seen, heard, and valued. For the first time in years, this donor felt like they had a partner in the organization. Trust was on its way to being restored.
Why This Matters
You might think, "Okay, nice save. So what?"
Here is why it matters:
This connection led to that donor renewing their support and then making their largest gift. Yes, we're talking significant cash and an updated estate gift.
Beyond the financial impact, this moment of stewardship set the stage for a deeper relationship. The donor saw us as collaborators, not just recipients.
When you rebuild trust, you unlock the potential for transformative generosity. And as donor relations professionals, isn't that what we're here for?
Lessons Learned: The "Donor Experience" Is Everything
Reflecting on this experience, here's what I've learned about going above and beyond:
Listening Is the First Step. That email wasn't just a question but rather an invitation to show we cared. Ignoring it or giving a vague response would've closed the door to a critical relationship.
Transparency Builds Trust. Clear, honest communication about how funds are used isn't optional—it's foundational.
Collaboration Is Key. This wasn't about a single hero. It was about teamwork, systems, and shared commitment to excellence. The donor's relationship is with our organization, not an individual.
Personalization Matters. The report wasn't a cookie-cutter response. It was tailored to what the donor needed, and that made all the difference.
A Call to Action for Us All
We all have opportunities to go above and beyond in our work. It's in those moments—when we dig a little deeper, listen a little harder, and show up a little more—that we transform our donor relationships.
So, here's my challenge to you: when the next "tough" email or phone call comes in, lean into it. Don't simply answer the question; exceed the expectation. Because at the end of the day, our job isn't just to fundraise. It's to honor the generosity and trust of the people who make our work possible.
And who knows? That small action might lead to your organization's next big celebration.
Written by Liz Menne
