What inspires donor loyalty? Arlene Snyder, senior vice president, development, at Washington Hospital Center, and Timothy Snyder, senior vice president for Brakeley Briscoe, Inc., presented several tips their session, “Putting the sizzle in stewardship,” at the Association for Healthcare Philanthropy’s international conference in San Francisco last year:

• Be reassuring. Donors want to give to make something happen. Make sure your communication will match their expectation.
• Be committed. You must really like donors and be committed to providing them first-class service.
• Be consistent. Good service raises expectations. Donors need to know that they can depend on a consistently high standard of performance from you.
• Be visible. Publicize your service personnel. Put their photos on your Web site and in brochures. Let donors know that they are there to help and serve.
• Be available. Make sure donors can reach you any time, or follow up as quickly as possible when they leave a message.
• Be cheerful and helpful. Never let donors think that what yo0u do is a chore. If it is, find another job. Donor service should be a joy and a revered activity. Remember, together you and the donors are doing something great.