Sample Phone Script For Lapsed Members/donors

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SAMPLE PHONE SCRIPT FOR LAPSED MEMBERS/DONORS
This is a phone script. The idea is to contact each lapsed member after they’ve received a
regular sequence of letters asking them to renew. The purpose of calling is to draw their
attention to the letters which may have been mislaid or forgotten, and/or to learn the reason why
someone might have decided NOT to renew.
The most effective callers are board members who live near the donor/member, but callers could
be staff or other volunteers just as easily.
Phone scripts do not lend themselves to multiple personalities, and we strongly encourage each
caller to develop their own script. However, each caller should know the following data-points
about the donors they are calling before picking up the phone.
• How long they’ve been a member,
• What they gave last year and approximately when, and
• How much we asked for in the first renewal letter.
If, the first time you call, you get a message machine, this is what you say:
Hi, my name is [NAME], and I am on the board at the [AB Conservancy]. I can be
reached at ###-####. Thank you so much and have a great day.
We suggest that you leave your cell phone number.
Call again on a different day at a different time of day. If you get a machine again, this is what
you say:
Hi, my name is [NAME], and I am on the board at the [AB Conservancy]. I’m calling
this evening to make you aware of the renewal notice we mailed a couple of weeks ago.
You have been a member since [YEAR], and that support is critical as we bring
important land conservation to [state or region]. On behalf of all of us here at [AB
Conservancy], I want to thank you for your past membership support and encourage you
to renew at this time. If you have any questions, please contact me directly at [###-####].
Thank you so much and have a great day.
If you call and get an answer, this is what you say:
Hi, my name is [NAME], and I am on the board at the [AB Conservancy]. I’m calling this
evening to make you aware of the renewal notice we mailed a couple of weeks ago. I hope you
got it.

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