Episode 187-Surprise and Delight

Summary:In this episode, Clark Vandeventer uses the example of his Airbnb hosting experience to deliver a timely message for fundraisers: do the basics well—and then, surprise and delight.

Clark draws on a quote from the Disney Guide on customer service to challenge fundraisers not to rely on occasional grand gestures, but to consistently deliver meaningful, relationship-rich experiences for donors.

You’ll hear about his Stewardship Basics Scorecard, the importance of setting a service baseline, and how playful touches—like fairy gardens and handwritten notes—can only add value after the fundamentals are in place.

This episode is full of practical wisdom for fundraisers who want to steward donors in a way that is both effective and heartfelt.

Topics covered:

• The power of establishing a donor stewardship foundation

• Why systems alone are not enough

• When and how to “surprise and delight” your supporters

• What Disney can teach us about consistency in donor care

• Clark’s Tahoe Airbnb: a case study in service and playfulness

• Avoiding the trap of overcompensating with heroic gestures

• Why true service must come from the heart

Resources mentioned:

• Stewardship Basics Scorecard – a self-assessment tool to evaluate your donor care systems

• Clarkbot – Clark’s AI assistant trained on hundreds of thousands of his words, available at www.MajorGiftsFundraiser.com

Follow Clark’s Adventure:

• Personal Instagram – @clarkvand

• Professional Instagram – @majorgiftsfundraiser

Connect with Clark:Have a question or just want to connect? Reach out to Clark at [email protected]

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