Summary:
What if every donor interaction was treated like a golden opportunity? In this episode, Clark builds on the themes from Episode 187 ("Surprise and Delight") to dig deeper into what it really takes to create a culture of excellence in donor stewardship.

Drawing from his time working at FedEx—and their legendary commitment to quality service—Clark unpacks how great organizations don’t just occasionally go above and beyond. They do the basics well every single time, and then look for small ways to deliver consistent, meaningful moments of surprise, delight, and trust.

You’ll hear real stories from FedEx, reflections on company culture, and how the same principles apply directly to your fundraising. If you want donors to give joyfully—and give more—you’ve got to treat each one like they matter… because they do.

Key Topics Covered:

• The “Purple Promise” and what fundraisers can learn from FedEx

• Why wow moments matter—but only after you've built trust through consistency

• The power of mindset: how internal culture shapes external service

• What FedEx’s “Golden Package” teaches us about donor stewardship

• A Super Bowl story that shows how far a great organization will go to serve

• How to build a system of small, daily wows for your donors

• Why culture—not rules—is what drives long-term success in donor care

• How to create happy donors ready to make big, audacious gifts

• Why gratitude, consistency, and excellence go hand-in-hand

Featured Quote:

“You can’t overcome many missteps with one great act of service. That’s not how it works. First, you meet expectations. Then you exceed them.”

Resources Mentioned:

• Episode 187: Surprise and Delight: How to Build Donor Loyalty

• Be Our Guest: Perfecting the Art of Customer Service by Disney Institute

• FedEx’s “Golden Package” Super Bowl commercial (1994)

• ClarkBot: AI-powered coaching and donor messaging support

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Connect with Us:

• Email Clark: [email protected]

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• Try the ClarkBot for free at MajorGiftsFundraiser.com

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