Why Gift Officers Must Pick Up the Phone
In the world of philanthropy, relationships drive results. And while digital tools like email and text can support donor outreach, they will never replace the value of a personal phone call. Gift officers are in the business of building trust—and trust is best cultivated through voice-to-voice and face-to-face connection.
The data tells us what experience confirms: donors give to people. Emails may offer efficiency, and texts can bridge gaps, but they are support tools—not substitutes—for personal outreach. In fact, research shows most major gift officers only make two attempts to reach a prospect. That’s not enough. Meaningful connection requires persistence and discipline.
So, what does it take to make those calls?
It Takes Resilience - Gift officers must start with a resilient mindset. Rejection in this work is inevitable. According to fMRI studies, rejection activates the same parts of the brain as physical pain. But fundraising professionals can't afford to let that stop them. As the presentation outlines, one of the most critical psychological skills is to “get your head in the right space.” It’s not personal. A donor not responding—or even being rude—isn’t about the officer. It’s about timing, priorities, or sometimes, nothing at all.
It Takes a "Duck’s Back" Mentality - One of the strongest metaphors in the presentation is the idea of letting things “roll off like water on a duck’s back.” Gift officers must avoid dwelling on rejection, delays, or difficult conversations. Emotions can’t dictate the day. Staying focused and moving forward is essential to long-term success.
It Takes Realism - Fundraisers must also accept a humbling truth: even the best gift officers are successful less than a third of the time. This makes volume, consistency, and follow-through essential. A great call-to-meeting conversion rate is still less than 33%. That’s not a failure—it’s the nature of the work.
It Takes Structure and Focus - The best gift officers prioritize outreach. The presentation outlines techniques for maximizing effectiveness: isolate distractions, block time on the calendar, use your CRM effectively, and plan the next day in advance. Creating a repeatable routine not only builds efficiency but also boosts confidence and reduces stress.
It Takes Timing - Statistical insights from the Lead Response Management Study (sales study) at MIT show that when you call matters. The best windows are 4:00–6:00 p.m. and 8:00–10:00 a.m. And Thursdays outperform other days, with Wednesdays shortly behind that. Understanding and applying this data gives gift officers a better shot at breaking through.
Philanthropy is personal. Emails and digital engagement are tools, but they’re not the relationship. Gift officers must make the calls, have the conversations, and take the lead. Not every call results in a gift. But every call is a step toward a relationship—and relationships are what move mission-driven work forward.
