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Triaging Your Follow-Up Calls

In the Benevon Model, every guest at your Point of Entry Event will receive a follow-up call within two to three days. This is not just a quick thank-you call. Rather, this is an interactive research call, a one-on-one focus group in which you gather critical data on each potential lifelong donor and friend.

The purpose of this call is to gauge the guest’s level of interest in becoming more involved with your organization. If the guest is not interested in becoming more involved, they are “blessed and released.” If they are interested in becoming more involved, this follow-up call is the start of an authentic dialog, which is the foundation of any lasting relationship.

With all of that in mind, who makes the call is nearly as important! Keep these guidelines in mind when carefully selecting who from your organization makes your Five-Step Follow-Up Calls.

  • Ideally the person making the follow-up calls will be your Benevon Team Leader, or another staff person—not a board member or volunteer.
  • This person must like talking with people on the phone and enjoy developing relationships.
  • This person must have a speaking role at the Point of Entry Event (tour guide, storyteller). When they make that follow-up call, your guests must already be familiar with this person.
  • It can’t be someone who will just be doing the calls to check them off a list. This person must be passionate about this important step in the Benevon Model—the beginning of a lifelong relationship with potential donors!
  • This person must know how to use your database. After each call, every bit of data gathered must be recorded in your database. Be sure your donor tracking system has a section for you to record and track notes about each donor contact and about your next steps.

Triaging who calls each guest

  • Your staff Team Leader will make the majority of the calls, but there may be times when your executive director or CEO should make the follow-up call, such as when a board member or major donor attends.
  • If you have multiple development staff, there may be times when another staff member does the follow-up because they are already engaged in building a relationship with that donor.
  • Anyone who makes a follow-up call must be well-versed in the process and record the conversation in detail in your donor tracking system.

Having the right person make the follow-up calls will make a big difference in your results moving forward!