Key Questions in Staffing for a Campaign

We live in the age of campaigns. Most non-profits right now are either:

a. In the middle of a major campaign.
b. Closing out a large campaign.
c. Planning for the next big campaign.
d. Extending the timeline or raising the goal of a current campaign.

Staffing goes hand-in-hand with preparing for and implementing a campaign. In development we expect to have to increase our staff sizes to increase fundraising results for a campaign. We spend a lot of time acknowledging the need to increase resources to increase results, but the process of “staffing up” can rapidly become convoluted. Below are four key questions that help steer us into the most effective campaign staffing situations.

How effective is our current team?

To create a campaign staffing plan, we have to take a hard look at who our current performers are and what our outcomes would be if we maintained the status quo. Part of this process is evaluating the fundraising team, both on existing performance and long-term potential. We have to take the time to make sure that our ratio of performers to non-performers is healthy and that team members are capable of handling the high expectations of a campaign. The tool below can help you map out the current strengths of your team.

How much time are our fundraisers currently spending on major giving?

When considering staffing for a campaign, leaders must ask this question first before choosing to simply add new fundraisers to the mix.

Through our talent management analysis and staffing assessments, BWF has consistently found that most fundraisers spend far less time on major giving than their job descriptions require. In many cases only half of fundraisers who are expected to spend 70% or more of their time on major giving are able to do so.

If your current frontline team members aren’t spending as much time as they could working on their portfolios and with their donors, then it would be wiser to invest in support and infrastructure. Consider this scenario:

If you have 100 fundraisers (average salary: $100K, average gift income: $1M) who have less than optimal time in the field: You can invest in 10 new fundraisers ($1M in salaries, $10M in post-ramp up gift income).

OR

You can strengthen targeted support areas and infrastructure to allow those fundraisers to spend even just 10% more time in the field (less than $500K in new salaries, $10M in gift income, immediate outcomes—no ramp-up delay).

Are there substantial obstacles or burdens on the team right now?

Bad policies or ineffective systems stall campaign momentum. Development leadership team members are responsible for ensuring that their frontline fundraisers are empowered to perform and execute during a campaign. When talking about staffing plans, therefore, the leadership team must identify and nullify any major barriers or obstacles that distract team members or prevent them from focusing on their top priorities. Typical barriers and obstacles are:

  • Unclear goals or philanthropic priorities.
  • Burdensome reporting or travel requirements.
  • Inaccurate data or ineffective databases.
  • Toxic organizational culture and/or personalities.
  • Inefficient competition amongst teams over prospects, resources, or political power.

Can we count on retaining existing team members?

Results in a campaign often end up being driven by a select few high performers. As development leaders, we must ask ourselves if we know who those individuals are and if we have a strategy for retaining them. This is especially important considering that, for a frontline officer, it takes 3–4 years to begin to achieve high-level results. A staffing ramp-up means that any new hires are not likely to perform on the same level as their peers until several years into the campaign. If there is high staff turnover, then it doesn’t matter how large your organizational chart is: you will never fully realize the team’s potential or build meaningful momentum within your program. Retention can cost up to 250% of the open position’s salary in today’s hiring climate. Campaign staffing plans, therefore, must be about combating attrition as well as increasing overall FTEs.

BWF’s TalentED division focuses on the challenges, best practices, and strategy for talent management in development. To hear more about what we do or find answers to your own talent challenges contact us at training@bwf.com.

Copyright © 2015 Bentz Whaley Flessner & Associates, Inc.

Advertisements

Something Worth Reading: “3 Ways to Engage Employees Without Spending a Dime”

Piggy Bank 6For many advancement programs, the most meagerly funded budget lines—and usually the first spending category to be cut when budgets get tight—are professional development and employee engagement activities for members of its team. Regular readers of this blog will probably agree that such miserly investment in staff development is short-sighted and misguided, and it is likely to have negative consequences for fundraising results that will be far more costly in the long run than whatever benefits the short-term savings might yield.

While we have made multiple arguments in favor of increased and sustained investments in professional development—including the importance of practice and repetition, for enhancing performance, and as a retention strategy—for many organizations, skimpy budget allocations will remain a fact of life for the foreseeable future. So what can an enlightened fundraising leader do in the meantime to improve performance, enhance morale, and increase employee tenure without a budget to do it?

Jennifer McClure of the TalentAdvisor at CareerBuilder’s HiringSite blog just published an article that presents three valuable reminders for managers of fundraisers or any other team of employees. You can read the full article at “3 Ways to Engage Employees Without Spending a Dime,” but here are McClure’s three recommendations in a nutshell:

1.  Connect Employees’ Work to a Higher Purpose. “To capture the hearts and minds of your employees, you must hope them understand how their specific job affects your end product or service – and how their work matters.”

2.  Enable Progress by Removing Obstacles. “The most common event triggering a “best day” at work response? Any progress made by the individual or by their team. Even a small step forward counted. The most common event triggering a ‘worst day’ response? A setback.”

3.  Celebrate Successes—Big and Small. “A simple ‘thank you,’ high-five or personal note can go a long way to increasing employees’ emotional commitment. In fact, according to Towers Watson, recognition from supervisors and managers can ‘turbocharge’ employee engagement for better workplace productivity and performance.”

The experiences of our team at Bentz Whaley Flessner, as well as research among front-line fundraisers conducted on behalf of our TalentED practice, confirm the wisdom of McClure’s advice.

Each of McClure’s suggestions is solid and cost-neutral. But that does not mean they are simple and easy to implement; on the contrary, here suggestions each require commitment, focus, thoughtfulness and persistence.  But not only are these three strategies powerful and effective, they make sense for all fundraising programs—whether those programs have an ample professional development budget or not.

Practice and Repetition Are Not Enough: Why Training and Coaching Are Essential Elements for Developing Effective Fundraisers

Shooting Free Throws (Narrow)In previous posts our TalentED team has emphasized the importance of practice and repetition in ensuring that fundraisers develop the skills and professional judgment necessary to achieve success as a major gift officer. I’m confident it’s now accepted wisdom that repetitive simulations and actual hands-on, in-the-moment interactions with donors are essential experiences in helping new gift officers master the art of fundraising—a process that includes discovery, cultivation, solicitation, negotiation and stewardship.

As vitally important to performance as regular practice is, a recent article from Inc. Magazine reminded me that repetition alone cannot guarantee long-term fundraising success.

In “4 Short Lessons on How to Learn a New Skill,” author Sims Wythe posits that individuals who pursue mastery of a skill must also possess or receive four other factors if their repetition to yield meaningful improvement: (1) motivation, (2) knowledge, (3) application of knowledge, and (4) unequivocal feedback:

  1. Motivation

To get better at a skill, we must first want to improve. As Wythe states, “the first thing you have to do is simply begin…. And now that you know you want to begin, you have to be willing to fail, to be frustrated, to be bored, and to be angry that what looks so easy for some is so hard for you.” Without these internal or external incentives for improvement, we are unlikely to apply the necessary discipline, exert enough effort, or tolerate the impediments.

What motivates fundraisers to improve? At the very least, our supervisors expect and require us to become more polished and increasingly productive. Hopefully, we also bring to the task our own personal pride and desire for success.  Nonetheless, even the very best fundraisers encounter obstacles, including objections and rejection by donors. It’s not an easy job—and these challenges certainly contribute to the rapid turnover among first-time major gift officers.

  1. Knowledge??????????????????????????????????????????????????????????????????????????????????????????????????????????????

For practice and repetition to make a difference, you have to be practicing the right things. As Wythe observes, if you practice your golf swing at the driving range every day of the summer but you have a lousy swing, it’s unlikely your swing will be any better on Labor Day. Wythe thus cites Nobel Prize-winning psychologist Daniel Kahneman, who advises that “…acquisition of skills requires a regular environment, an adequate opportunity to practice, and rapid and unequivocal feedback about the correctness of thoughts and actions.”

What does that mean for major gift officers? Your own ability to enhance your performance is limited. To get better, you need to observe effective fundraising in action, have access to resources that will inform you, and obtain feedback from other, more experienced fundraisers.

  1. Application of Knowledge

Practicing alone has limited value. You must also practice in front of others and in situations similar to those in which your actual performance will occur. For example, Wythe cites the process of becoming Practicing Piano 3a better public speaker: “the only proven way to become a better speaker is to rehearse under performance-like pressure…. It is hard to replicate real-life circumstances, but practicing your speech aloud to people who are familiar with your topic is—again—the only scientifically proven way of improving your speaking skills.”

For fundraisers, that means practicing the types of conversations that you must have with donors: getting the appointment, eliciting information, exploring interests, soliciting gifts, overcoming objections and making the close. As uncomfortable as it may be, live practice—and yes, even role playing—of donor conversations in front of other, more seasoned gift officers is critical to recognizing opportunities for improvement and identifying areas for further practice.

  1. Unequivocal Feedback

Once you begin performing the skills you’ve been developing and policing, it’s vital to evaluate your performance and to identify areas that require further practice and improvement.  Indeed, Wythe suggests that we all need a coach; however we cannot be our own coaches: “You can read all the how-to books you want, but then you have to implement those suggestions—which takes a huge amount of discipline that most of us don’tPracticing Violin 1 have—and then you have to be able to see around your own blind spots which, believe me, will take a lifetime.”

Of course, few fundraisers have the resources to engage a personal coach. Instead, that role should be filled by your supervisor and your peers, and ideally, your organization will offer on-site training programs or opportunities to attend off-site workshops.  But if your supervisor and peers don’t see themselves as coaches, or if you don’t have access to training programs, it is up to you to proactively seek out feedback and coaching: Ask your colleagues to provide the ‘rapid and unequivocal feedback’ Wythe says you need, or seek others to help fill that role. Just be sure that you enlist knowledgeable people who you trust to critique you without holding back.

It should thus be good news for both new and seasoned fundraisers that the imperative for pursuing a comprehensive approach to building advancement teams is beginning to be acknowledged and to be addressed. By applying tenets of “strategic talent management” to the advancement profession, fundraising organizations are increasingly looking holistically at the entire process of finding, training, developing, rewarding and keeping the best possible gift officers. And training, coaching and mentoring are core elements of this fresh, holistic approach to growing talent. In addition, consulting and support organizations (such as Bentz Whaley Flessner and TalentED) are also ramping up their offerings to help clients develop talent management strategies, provide training and coaching, and better understand the dynamics of creating and maintaining effective fundraising teams.

It’s good news, for sure. But don’t stop practicing!

MGOs: Why a New Job Should NOT Be on Your 2015 To-Do List

?????????????????????????????????????????????????????????????The rate of turnover among fundraisers remains high, and among no cohort of advancement professionals is this movement more pronounced than major gift officers (MGOs). Recent studies and surveys by CASE, AFP and others suggest the average tenure of a frontline fundraiser is now somewhere in the range of 2.4 to 3.5 years.

Whatever the actual tenure numbers may be, it’s obvious that a lot of major gift officers are on the move. And if you’re not already among them, it’s highly likely there will be attempts to convince you that you should be: A 2014 survey by our firm, Bentz Whaley Flessner (BWF), found that two-thirds of all frontline fundraisers with at least two years of major gift experience had received at least three recruiting contacts during the prior year, with a significant subset of that cohort receiving even more (see adjacent chart).

In other words, if you’re a major gift officer with even a smidgen of experience someone will try enticing you to move in 2015. My advice: Don’t do it.

Bar Chart 001My rationale for dissuading you from changing jobs boils down to the proverb, “good things come to those who wait.” Frontline fundraisers who truly want to achieve success and produce transformational outcomes must be prepared to make an up-front investment of time—in their institutions, in their donors, and in themselves. Frequent moves do not serve you well, for several reasons:

  • Practice, Practice, Practice. The skills for effective cultivation, solicitation, negotiation and closing are only acquired through practice. Major gift fundraising is an art, and to become good at it requires training, repetition and lots of hands-on experience. Malcolm Gladwell, in his book Outliers, suggests that proficiency in any complex task is only achieved after 10,000 hours of practice. If we accept Gladwell’s rule and apply it to fundraising, we can project that a first-time gift officer will require almost five years to become effective at their work: 10,000 hours ÷ (40 hours x 52 weeks) = 4.8 years.
  • Gladwell is Right. Additional research conducted by BWF on behalf of our clients confirms the validity of Gladwell’s proposition:  When measuring the year-to-year progression of major gift officers’ productivity, it MGO Productivity 001isn’t until their fourth year that fundraisers begin to generate significant output from their prospect portfolios. (See adjacent graph.) Once a gift officer turns that corner, their output continues to grow at substantial rates.
  • Relationship-Building Requires… Relationships. BWF’s finding that gift officers require ramp-up time before generating significant returns from their portfolio should not be surprising. Major gift fundraising is a relationship-based endeavor, and relationships cannot be built overnight. While the most important relationships are always between the donor and the organization, the connection between a donor and a fundraiser is crucial. Only through a series of conversations and contacts can a gift officer come to understand a donor’s interests, capacity, motivations and readiness. And moving through that process requires the donor to have a substantial level of comfort with and trust in the fundraiser who is their principal contact. Frequent changes in fundraisers interrupts and delays the process—or even terminate it if a new gift officer doesn’t quickly pick up the ball again.
  • Longevity Yields a Better Portfolio. Another reason it takes a few years for gift officers to begin tapping the capacity of their assigned prospects is that new fundraisers usually receive a “discovery” portfolio that will initially require numerous qualifying calls, many of which will result in prospects being dropped from consideration. Those dropped prospects will be replaced by others before this iterative process eventuallyBalancing Time And Dollar develops for each fundraiser a solid collection of genuine major gift donors. Our firm’s experience is that it takes gift officers 2-4 years to transition a discovery-oriented portfolio into one that is weighted toward bona fide donor prospects and will begin to produce significantly greater gift income. Those who leave a position prematurely don’t get to harvest the fruits of their labors.
  • Fundraisers are Measured by Funds Raised. Because the demand for good fundraisers outstrips the available supply, it is possible to move from job to job over a short period of time. It’s also possible for a newbie to get lucky with one or two big gifts early in their tenure, and parlay that into another job. But in the final analysis, effective fundraising is all about building relationships and closing big gifts. If you cannot one day point to a single multi-year tenure during which you showed progressive growth and demonstrated your ability to close multiple large gifts, you will have fallen short of your full potential:  You will have limited the philanthropic capacity of both the organizations you served and their donors, as well short-changed your own prospects for professional advancement and personal satisfaction.
  • Results Get Rewarded. We all want to be rewarded for our work, and we can sometimes convince ourselves that by leaving our current employer we’ll find better rewards elsewhere. Nonetheless, even in our present day culture of immediate gratification, rewards still have to be earned, and the process of earning them takes time. As I suggested earlier, unless gift officers allow themselves adequate time to fully explore their portfolios, develop relationships and produce results, those earned rewards won’t be forthcoming. Our firm’s experience is that truly productive fundraisers are highly prized, and institutions will act within reason to retain them. But a gift officer can’t expect such VIP treatment unless they’ve earned it, and they definitely cannot earn it during a short tenure.
  • Define Your Rewards and Go After Them. What are the rewards major gift officers want? Compensation, of course. But BWF’s 2014 survey of frontline fundraisers revealed that gift officers’ most desired rewards are actually not dollars but other less tangible items: A better prospect portfolio, professional development opportunities, information from and access to leadership, new challenges, and recognition. And you do have some control over these perquisites: Make a case to attend a workshop to Medalsdevelop a relevant new skill set. Suggest that you be involved in preparing a major solicitation. Ask to take on a new responsibility (that won’t interfere with your other duties).  And above all else, challenge yourself to become more strategic and engaged with your own best prospects–and thus produce more gift dollars.
  • Everyone Loves a Winner. If you allow yourself to learn, develop and grow as a major gift officer, then positive results should follow. It’s at that point–where you can show that you are knowledgeable and skilled; that you have developed a productive prospect portfolio; and that you have also demonstrated staying power at one or more organizations–that you can write your own ticket. Fundraisers with such a record are truly in short supply, and if you can show that you’re one of them, both your current and other organizations will covet your services.

It’s true that your success is not entirely your own responsibility nor completely under your control, so I also offer two caveats to my admonition to stay put:

  1. Your organization and supervisor also have obligations to position you to achieve and sustain success as a fundraiser: you need training, coaching, resources, support and opportunity. And not every organization is as supportive as it should be. But rather than fret about what’s missing, take charge of your own progress as much as you possibly can–which may include finding coaches and mentors outside your current organization.
  2. There are sometimes reasons to leave an organization before you are able to establish the long-term track record I have suggested, such as a truly unreasonable supervisor, a toxic work environment, lack of professional development or growth opportunities, or an otherwise an unstable organization. But take to heart the familiar maxim, “the devil you know may be better than the one you don’t.”

2015 dIf you are a major gift officer considering a job change in 2015, be sure that you first conduct an honest self-assessment of whether you have done all that you can to become the seasoned, knowledgeable, productive and stable fundraiser that will be prized by your current and/or prospective organizations. And if you choose to leap, be sure you’re not doing it impulsively and that you have full knowledge of where you’ll be landing.

Otherwise, stay put. Instead, challenge yourself this year: make the most of your prospect portfolio, enhance critical skills, and take other actions that will increase your value. Make 2015 a year in which you, your organization and your future career prospects will become better, stronger, more productive, and well positioned for future success.

And continue following our blog, too: In subsequent posts we’ll be sharing additional insights into specific things you can do this year to enhance your performance, work more effectively with colleagues and supervisors, and position yourself for long-term success.

Engaging Volunteer Fundraisers: Focus First on Internal Training

IMG_3070

Teddy

A senior development officer recently shared with me her acute frustration with her organization’s fundraising volunteers. She explained that her team had supplied the volunteers with an array of new information, materials and training exercises, yet the volunteers did not seem to absorb the content nor follow the guidance; worse, they continued to fall back into the same bad habits my friend’s team was trying to modify. My colleague was on the verge of acquiescing or even closing down the program.

As advancement professionals, we know there are correct ways to do things and incorrect ways to do them.  And if we want our volunteers to follow those best practices, be effective, and achieve our objectives, then we need to start by providing leadership in both word and deed.

Unfortunately, we don’t always adhere to our own prescribed processes, but instead give in, make exceptions, or act in ways that contradict our own advice. When we do that, we also give our volunteers an excuse or even encouragement to diverge from the desired practices.

There are several other errors that our trainers and staff liaisons tend to make when working with fundraising volunteers:

  • We don’t stand firm: We often let volunteers persuade us to cut short certain elements of our training program. (Almost no one wants to participate in role-playing exercises, right?) As a result, important information is not conveyed and critical skills are not developed, leaving volunteers inadequately prepared to fulfill their roles.
  • We’re inconsistent: We may say one thing in a training setting, but then act contrary to it in practice, causing confusion among those trained and prompting them to follow their own instincts instead of best practices.
  • We don’t understand our volunteers: We don’t listen to our volunteers and thus discover their needs, questions and anxieties—nor do we acknowledge that volunteers may harbor hesitations and questions that they are reluctant to vocalize in a training session with others.
  • We don’t follow through on promises: We don’t provide the support, answers, timely responses and other things we committed to during the training session.
  • We conduct “one and done” training: Single-session training can be helpful, but to truly modify behaviors, improve performance, and generate desired outcomes, a series of in-person and/or online follow-up sessions is highly recommended. Good training involves repetition, learning by doing, and reviewing the outcomes of actual performance.
  • We don’t provide timely rewards and feedback:  When working with volunteers, if you don’t provide timely feedback on their work, these unpaid supporters may feel unappreciated, as well as be uncertain whether or not they were effective. And if they were not effective, or were engaged in unproductive or inappropriate behaviors, you also must be prepared to gently direct their efforts into other endeavors.

Wondering why I chose a puppy photo to accompany this post? It struck me over the holidays that the training of fundraising volunteers shares several similarities with canine obedience schools—a conclusion I reached while visiting with my twin eight-year-old nieces and their new dog, Teddy (pictured above). And the most important lesson to be drawn from that comparison is that training success is determined more by the quality and effectiveness of the trainer than by actions of the training subject. Trainers who send mixed messages to their trainees can unintentionally encourage, reward and reinforce behaviors that are opposite the ones desired.

Accordingly, a decision to initiate or expand a volunteer-driven fundraising program in hopes of advancing a campaign or other major gift initiative is not one to be made lightly. Success requires an ongoing investment in training, communication and volunteer support. It also requires clearly defined, mutual expectations. And perhaps above all else, it demands knowledgeable, persistent trainers.

In short, before enlisting others to join our fundraising efforts, we must first be sure that we understand our own roles, know best practices, and be able and willing to follow through on all that we promise to our volunteer partners. And a critical first step is to be sure your trainers are well prepared and effective.

Do you agree that the efforts of fundraisers directly affect the performance and effectiveness of our volunteer fundraisers? Do you have success stories to share or suggestions for more effectively engaging and deploying volunteers to assist in securing major gifts?

My TalentED colleagues and I would also be happy to share examples of how we have helped organizations with their volunteer efforts. Just call!

A New Year’s Resolution List for Leaders to Consider Right Now

Something Worth Reading: Those We Lead Tend to Live Up (or Down) to Our Expectations

MFL1Although Steve Browne’s recent blog post for TheHiringSite, How We See Others: The Role of the Talent Advisor, is directed at human resources professionals, I suggest that his provocative observations and recommendations have equal relevance for those of us in the advancement field who have responsibility for the success of fundraisers and other professionals.

Browne’s post is concise and simple, but its take-away is powerful: Stop focusing on why your employees and teams might be problematic and instead focus on their strengths and possibilities:

You need to understand the Pygmalion Effect*… [It] states that people will behave how you see them. If you think someone is a problem, they will be one. If you think they are talented, they will perform.

Perhaps Browne’s post resonates with me because during my career I have both delivered and received messages that conveyed low expectations or a lack of confidence. And I know from those personal experiences that when a supervisor encourages an individual, they frequently go on to overachieve; however, when an employee receives more criticism than praise or otherwise senses a lack of support from their supervisor, they will not be motivated to expend additional effort to excel–and indeed often respond in quite the opposite manner.

MFL2I suggest that all of us who supervise fundraisers and other advancement professionals follow Browne’s advice and start thinking of those we lead not as staff or FTEs but as “talent” with untapped potential; likewise, we should also begin to view ourselves not as managers but as “talent advisors”–coaches and mentors whose objective is to empower our own team members to grow, stretch and make the most of their abilities.

And if we do that, then perhaps–just as Professor Henry Higgins’ attitude changed toward Eliza Doolittle–we will soon “become accustomed to” the unique attributes and contributions of our own employees and thus find ourselves equally downcast about the possibility of losing these valuable partners.


 * For those unfamiliar with Pygmalion, it is the 1912 George Bernard Shaw play upon which My Fair Lady–both the 1956 Broadway play and 1964 movie (source of the scene with Rex Harrison and Audrey Hepburn posted above)–are based. Shaw, in turn, took his play’s name from a character in Greek mythology.