How to improve the charity donor experience

charity donor experience

How to improve the charity donor experience

It’s a good time to be a charity if the numbers are to be believed. Overall charitable giving is on the rise and 60% of people claim to have donated to a charity in the past year. Whether they’re donating cash, goods, or taking part in fundraisers, people love to help out for a good cause.

But is something holding them back from donating to you? Maybe you haven’t seen this same rise in generosity, or maybe you feel there’s more you could be doing. The answer might be in the donor experience. Is it a pleasant one or are your staff hurting your chances? Let’s go through the various touchpoints of your charity and see where we could improve.


Most people will meet your staff in one of your high street stores. With vintage fashion all the rage these days, plenty of people are scouring charity shops looking for a rare find. So you might see more in-store custom than you’re used to.

For many, your shop workers and volunteers will be the only point of contact. When training your staff, it should be like any other retail store. You want them to be friendly, cheerful, and helpful to make the donor experience better. Thankfully, volunteering attracts altruistic types so your staff should already be good-natured. If that’s the case, work on their efficiency and speed, so people don’t become fed up with a shop assistant who can’t work a till.

On the streets

Collecting money on the streets is a delicate act. Some people have a bad reputation on the streets and nothing turns potential donors away like a pushy salesperson. The key here is finding the staff with the right level of enthusiasm and personable skills. They need to be able to approach people with ease and have thick skin to not be offended by a “no”.

To make their lives easier, supply them with clear, bold signage. This way passersby can see what they’re donating to and don’t need to be given the sales spiel. Also find them a good location to collect, organise a fair rota so people don’t get tired, and get the right permits in order.

On collection

Another key touchpoint is when you send drivers to pick up donations. For many, this might be the only time they see someone from your charity. If they have the good grace to donate their unwanted clothes or furniture, the last thing you want to do is turn them off donating again with a moody driver.

You don’t want them to turn up late, unenthusiastic, grunting at the donor. You can help this by making their lives easier. Give them the fleet technology they need to get from A to B in a fast and stress-free manner. It’s also worth reminding them of why they’re doing this. Appeal to their human nature and remind them of the good cause they’re contributing towards.

This goes for all your staff. During a hard day’s work, it’s easy to lose sight of why we’re doing what we’re doing. Remind them of the people, animals, or causes you’re helping. By bringing that back into the forefront of their minds, you’re already well on your way to building the perfect team and the perfect donor experience.

At Charity Fleetcare, we know how important the donor experience is. And we care how your fleet performs, for the sake of your charity and your drivers. If you want to talk about your charity fleet solutions, get in touch on 0800 014 9797.

Do you believe in second chances?

Second chances

Do you believe in second chances?

They say you can only make a first impression once. If you meet someone for the first time and accidentally spill a drink over them, then it’s not a good look. That person probably won’t like you for a while. But, over time, when they get to know, they might come to like you and realise that person who spilt a drink over them was actually pretty okay. You get a second chance.

But not everyone does. There is a subsection of the British public who go overlooked and underappreciated, judged on their past actions and not their true selves. We’re talking about ex-offenders. We’re not here to say you need to replace your entire staff, but rather discuss the merits of giving someone who needs it a chance.

What does it mean to be a charity?

What is charity if not an opportunity to give unwanted items a second home? In an effort to support our worthwhile causes we collect others’ discarded things and sell them to a good home. It’s good for the environment and makes sure nothing is disposed of before its time.

If we give that level of care to inanimate objects, can we not do the same for other human beings? We wouldn’t think twice to do it for an animal. Yet do the same for a human and we become some sort of pariah.

Not all crimes are equal yet we treat them the same. We judge them on their conviction, not their actions, failing to see the context behind the situation. But it’s this attitude that leads to high levels of recidivism. Almost 30% of convicted adults go on to reoffend; in juveniles, it’s over 40%. This reoffending costs the UK £15 billion.

But if we gave them a chance, the likelihood of reoffending lowers dramatically. But only 17% of ex-offenders have a job within a year of release. They live in a world where they don’t feel wanted – they can’t even vote, no matter what they’re crime. Is it any wonder they turn to crime again after feeling so discarded? Is that not the antithesis of what charities are about? Shouldn’t we be the first to open our hearts?

The benefits

Luckily, the general attitude towards ex-offenders is changing. More big high-street names are starting to employ ex-offenders. Greene King, Pret A Manger, Boots, and Barclay’s are just some to open their doors. And two-thirds of companies who take the leap say they have no regrets.

There is even a charity revolving around this very issue. The Clink gives prisoners an environment to practice their culinary skills before their release and offer them opportunities on the outside. You could even have them cater your events. 

By employing ex-offenders you can fill your skills gap and reduce your recruitment costs. By giving a chance to someone who wants it, you also fill your ranks with loyal employees you can trust to turn up on time. You also give them the confidence boost they need and the means to become financially independent.

The world is cruel enough – this sector knows that better than anyone. We shouldn’t be putting that negative energy into the world. These ex-offenders are people’s brothers, partners, husbands, and sons. They are people who were a key part of society up until the point we told them we didn’t want them. By ignoring their pleas, we indirectly contribute to recidivism rates and maybe even homelessness.

If it was you or I, we would want someone to give us a second chance. Shouldn’t we do what’s right?

At Charity Fleetcare, we wholeheartedly believe in second chances. We could not be here if not for second chances. If we sound like the sort of company you would love to work with, we’d like to hear from you. Get in touch with us on 0800 014 9797.

How can you increase donations to your charity?

increase donations

How can you increase donations to your charity?

The UK public has been feeling generous. We’ve seen levels of donations increase across the last few years, with a majority of people donating in the last year. But with so many charities to choose from, how does the public know they should pick you?

Even though you’re a non-profit organisation doing what you can to help others, you have to play the game of business. If you want to increase the number of donations you’re seeing, we have some ideas that could help you.

Run an advertising campaign

The simplest way is to run an advertising campaign. What form this takes is up to you: posters, leaflets, TV adverts, and email campaigns are just some of the options. They’re all ways of getting your name out there, which might be especially useful if you’re a smaller, local charity.

Whichever method you choose, there are some key rules to remember. The first is to pinpoint your target audience. Women donate more than men so will you target them? Also, what is your goal with the advert? Always go in with an idea of what you want to achieve as it will help focus your attention and make for a more effective advert.

TV adverts might not be the best bet. If you’re a smaller charity, it might fall out of your budget. But even if you do have the money, many people feel negatively about TV ads. That’s just something you might want to consider as it won’t help you increase your donations.

Run a fundraising event

If you’re strictly looking for more cash donations, then a fundraising event might be the simplest option. Fairs and raffles are always popular choices. Or you can have a bake sale or some themed fun run. They are probably all ideas you’ve heard before. This can be combined with a good advertising campaign to bring more people to your event.

If you’re looking for donations for your shops and need more items, you can organise a donation drive. Again, this can be themed to maximise bringing in what you want. A book drive, clothes collection, or electronics drive are all themes you could use.

Make sure to give people a good reason to donate. Let them know exactly what your charity is trying to accomplish. What will their donation do to help the cause? And giving them an excuse to clean out their attic is an acceptable reason too!

Increase your efficiency

Sometimes, a lack of donations comes down to a lack of manpower. Maybe you’ve got a flood of donations you just can’t process right now. Or maybe people have donations but no way of getting them to your store.

There are ways to still capitalise on these donations though; you don’t have to give up on them. You can make your fleet more efficient, meaning they can pick up more donations throughout their day. Technology is a key player in this tactic; live traffic systems can keep you on the move and a digital schedule means everyone knows where and when they need to be.

These investments can pay their own way in no time. They could even increase your Gift Aid donations, bringing in even more money for your charitable causes. There are plenty of ways you can increase your donations but none are as effective as working on your own efficiency. Once you’ve fixed that, there’s no telling where you can go next.

At Charity Fleetcare, we know how important your fleet is to your daily operations. That’s why we’re dedicated to making your fleet the best it can be. With our state-of-the-art technology, you can increase your efficiency, your donations, and your reputation. If you would like to find out more, visit our website or call us on 0800 014 9797.