In this episode of the First Day podcast, host Bill Stanczykiewicz, Ed.D., is joined by Lynne Wester, founder and principal of the Donor Relations Group. Drawing from her background at Walt Disney World and expertise in fundraising, Lynne shares how nonprofits can enhance donor relations by creating memorable, emotionally engaging experiences. She emphasizes that donor stewardship isn’t just a follow-up step—it’s the foundation of sustainable fundraising success.

Lynne explains that just as Disney meticulously curates every aspect of the guest experience—from the scents in the air to the music playing at different times of the day—fundraisers must thoughtfully design a donor’s journey. She stresses that fundraising is 90% emotional and only 10% rational, meaning that donors give based on feelings, not logic. Organizations that listen closely, personalize interactions, and remove friction from the giving process will cultivate deeper relationships and encourage long-term support. A striking example she shares is of a donor whose late mother loved lilies—so every event she attended featured lilies in her honor, creating a lasting emotional connection.

The discussion also addresses the urgent issue of donor retention. Lynn highlights that 80% of first-time donors never give again—a statistic that would spell disaster for any for-profit business. She argues that thanking donors and showing them the impact of their contributions should be non-negotiable. The cost of keeping an existing donor is seven times lower than acquiring a new one, making stewardship both a financial and ethical priority. Yet, many nonprofits continue to focus on chasing new gifts rather than nurturing their current supporters, a mindset Lynne strongly challenges.

The episode wraps up with practical advice on advocating for donor relations within organizations. Lynne encourages fundraisers to frame stewardship as a sound business strategy when speaking with board members and executives. By drawing parallels to customer service in the corporate world, nonprofits can make a stronger case for investing in donor experience. Bill and Lynne reinforce that fundraising is a long-term process, not a one-time transaction, and that organizations that prioritize donor relationships will ultimately see greater loyalty, increased giving, and a stronger philanthropic community.