One of the most anxiety-inducing steps for most development team members is making phone calls to potential donors or supporters. They assume that the Follow-Up Call step in the Benevon Model, especially the call made to someone who has just attended a Point of Entry^® Event, is going to be difficult and uncomfortable.

People often ask, "How could I just call this person? Shouldn't their friend who invited them be the one to make the Follow-Up Call? Where should I call them—at their home or work? Won't this call be confused with those annoying dinner-hour solicitation calls? What if there is no answer—can I leave a message? What should I say in the message? How many messages should I leave? Why would they ever call me back?"

It's amazing to see the great lengths people will go to just to avoid picking up the phone and calling another person. I think this is because people presume that the person they will be calling is a complete stranger who has no reason to be interested in the work of the organization. If that were the case, I would certainly share these trepidations about calling strangers to ask them five pre-set questions.

However, these fears about making Follow-Up Calls do not take into consideration the friend-to-friend, permission-based nature of the model. Let's look at all the places where this personal connection makes a difference.

First, people are invited to a Point of Entry Event through a word-of-mouth invitation from a personal friend or colleague they trust—not a stranger. This friend or colleague tells them a little about the organization and what is so exciting about it. Also, in the invitation process, the guest is told that the Point of Entry is not a fundraising event and that they will not be asked to give money there. They are told that the Point of Entry is an introductory event that tells the story of the organization's work to new people in the community, and the organization wants feedback about how to do that better.

Here is a sample of the language that might be used to invite a friend or colleague to a Point of Entry:

Hello, Mary. You know how excited I am about the ________ organization. I've been involved with them now for some time and I really feel they are changing the way people feel about ________. They've got a unique approach and a great new program for ________. They are trying to get the word out into the community about their work and to get feedback about their programs and services.

I know you have talked with me before about your interest in solving this problem right here in our community. ________ organization has begun offering a one-hour program and tour for people to see their work firsthand. I'd love to have you come and meet the real visionary who is the director and some of the great staff. You won't be asked to make any financial contribution, but we would welcome your advice and feedback. The dates and times of our next sessions/tours are ________.

Putting yourself in the place of a guest who has just been invited in this manner by a trusted friend, you can see that you would be moderately open to attending and learning about the organization, albeit still on-guard for other hidden agendas. But trusting your friend at his or her word, and perhaps out of a sense of guilt and obligation, you agree to attend the Point of Entry. Your friend even offers to pick you up and drive you to the event. It couldn't be much simpler.

As you arrive at the organization's office, you are greeted warmly by a genuinely appreciative staff or board member. You fill out a small contact information card with your name and phone number at the sign-in table after the greeter tells you that the organization would like to talk to you one time after the event to get your feedback. "We want to know how we could be conveying our work more effectively."

In the following sixty minutes, you are educated and inspired about the incredible work this organization is doing in your community. Even if their work or mission is not of great interest to you, you can see that the people are dedicated, hard working, and highly effective. You are moved just to see people so passionate about what they are doing. This one hour has opened your eyes to a problem you did not know much about, taught you some of its complexities, and showed you how solutions are possible. You feel like you are a better person for having been there. You are truly appreciative that your friend invited you.

As you leave, the main staff person or volunteer who has conducted most of the meeting thanks you for coming and says that she would like to call you in the next week to get your feedback. You can tell that she is the kind of person you could say no to if you wanted—she is not pushy or presumptive. You do have some feedback for her about ways the tour or meeting could have been stronger and some places where they overdid it a bit. You realize that by giving her your honest feedback, even if you don't choose to become more involved, you would be contributing to the organization's quest to become better-known and supported in the community. In other words, you will welcome her call.

Now put yourself back in your own shoes: the brave follow-up person. Remember that you have already met this guest at the Point of Entry. Perhaps you even chatted during the tour or the question/answer session so that you have a bit of a personal connection. You see that the work phone number is the number given on the sign-in card, so you call this guest during the day at work.

Be warm and respectful when making this call, just like you would be for a normal business call with any other volunteer or board member. Should you reach a message machine, leave a detailed message reminding them that you are the person they met during the event at _________ organization and that you are calling like you said you would to get their feedback. Make sure they know it is important to you to hear their comments. Leave your phone number and the best times to reach you. (For specific wording to use for leaving a voicemail message, see this Ask Terry question.)

Do not be shocked when the person phones you back promptly and is eager to talk. Have your Five-Step Follow-Up Call^™ questions nearby (or posted on the wall), ready to be asked. Listen closely to each answer and take notes. Do not rush through to the next question until the person has finished the current one. You may be pleasantly surprised by all the good things you hear, including the names of other people you should invite to upcoming Point of Entry Events. Perhaps this person has an interest in becoming more involved. If not, Bless and Release them and thank them sincerely for their time. Know that you have made a long-term friend who will be thinking and saying positive things about your organization in the community.

Now, let's go back to your initial trepidations about making the Follow-Up Call. How many voicemail messages should you leave? Two seems to be standard business procedure, so that is what I recommend. If, after leaving two messages—one each week for two weeks—you have not heard back, you should assume the person is not interested. Note this in your data tracking system, and move on.

What if the person gave you their home phone number? What time of day should you call? I recommend calling during the day for two reasons: First, daytime will likely be most convenient for you; second, the guest probably gave a home number because that is where they are most easily reached during the daytime. Most people do not want to be called in the evening, so place your call during normal business hours, and do not be surprised if you reach the person on the first call. Should you reach a message machine, leave a message in the same way described above.

One other bit of advice for calling people either at home or at their workplace: When you do reach them, be sure to ask if this is a convenient time for them to talk to you. Getting the undivided attention of a busy executive or a mom at home with young children will make all the difference in the quality of the feedback you receive. People will also appreciate your sincere offer to reschedule the call to a more convenient time when they can talk more freely.

Finally, think positively! Your organization does great work and your Point of Entry really connects with people. Each guest has accepted—at their own free choosing—the invitation of a friend after having been told in advance they will be asked for feedback. Once you pick up the phone and get started, you'll realize that, for many of your guests, this Follow-Up Call will be the start of a lifelong dialog. You will open their eyes and their hearts to your work and give them the opportunity to become involved.