It is more than likely that you will have donors whose giving lapses; maybe their credit card was lost or expired, or they forgot to send in a check. The following script will help you navigate that conversation with understanding, patience, and grace.
Hi, Tom! This is Jane Pastora. How are you and the family?
Well, things have been very busy. The kids are growing up right before our eyes. We just got back from vacation.
Where did you go?
Camping at a state park in upstate New York. It was wonderful, away from all the pressures, just with the family. It gave us a chance to grow closer to each other.
It sounds like God really blessed your time together.
He sure did.
Hey, I am reaching out because I noticed that your monthly giving hasn't come in for the past ____ months.
If they give by credit card: Do you know if your card expired or maybe you got a new one?
If they give by check: Do you remember if you sent those checks to Reliant?
Credit Card Donor: I'm not sure; let me check.
Check Donor: Umm, I think so.
Credit Card Donor: Thanks so much.
Check Donor: Would it be too much to ask you to look and see if there is a canceled check or a check number for your last gift? That helps us to attempt to locate it, especially if it’s been misplaced.
Credit Card Donor: Oh gosh, it did expire! I'm so sorry about that!
Check Donor: Oh gosh, we did forget to send in the check(s).
Credit Card Donor: Don't worry about it; it happens to all of us! Y'know, another option to avoid having to update your credit card every time it expires is to connect your bank account as your payment method. AND it eliminates the credit card fee so that ALL of your gifts will go directly to me. Would you want to set that up?
Check Donor: Don't worry about it! Another option to make giving easier is Reliant's donor website. The site enables you to do all your giving electronically through the web, as well as track your giving history and make changes. Would that be of interest to you?
Sure, that sounds great.
Credit Card Donor: Awesome! Tom, Reliant has planned their budget to include your gift coming in monthly. Since your gifts were not received over the last two months, would it be possible to send the last two month’s gifts with your next gift?
Check Donor: Great. I'll send you an email after we get off the phone that gives you instructions for how to go online and sign up. Tom, Reliant has planned their budget to include your gift coming in monthly. Since your gifts were not received over the last two months, would it be possible to send the last two month’s gifts with your next gift?
Sure. That won't be a problem.
Great. When you sign up online, you can give a one-time gift to catch up on those months that you missed. When do you think you'd be able to go online and set that up/make that change?
I'll do that this weekend.
That sounds great. If I don't see it come in by Monday, I'll plan to give you a call and make sure that you didn't have any problems getting signed up on our donor site.
That sounds great.
Tom, we appreciate your help. It’s because of you that we've been able to be so effective in ministry with Reliant in <your ministry location>. Thanks again for your help and understanding!
You’re welcome, Jane, and sorry for the delay.
