Welcome and thank you so very much for your help!

You are an essential component of WFAE's Membership Drive. By taking time from your busy schedule to answer phones, you make the drive possible; we couldn't do it without you. By following some easy guidelines and procedures, you can make this drive the most successful ever! At the same time, you will meet some very interesting folks like yourself and talk to some terrific listeners. Coffee and refreshments will be available courtesy of local restaurants. Help your self, relax, have fun and enjoy a rewarding experience.


Pledge Central Basics


All the excitement happens in the room known as "Pledge Central." Just like Grand Central Station or, say, DFW airport, there will be rush hours and idle times. We've had some practice anticipating the flow and schedule accordingly, so if your schedule changes, please call 704-549-9323 x328 or email Allie Smolan at asmolan at wfae dot org.

* When you arrive, be sure to sign in. You'll be greeted by one or two Pledge Captains. Pledge captains are WFAE staff who are responsible for answering your questions, communicating with on-air staff, and handling the minute-to-minute business of Pledge Central. They will also keep message boards updated and make announcements. You will also find information on gifts, contests, and giving levels on the tables ready for you to use.

* You will find 10 telephone head-sets set up to ring in a repeating rollover sequence each time the calls come in. Generally, calls cluster around and continue just after an on-air pitch. Please keep your phone ready to answer while you are seated. If all lines are busy, a back up answering service will take calls. After a couple of rounds, you can share the wealth by turning off your phone.

* The on-air staff is in a separate studio receiving updates from Pledge Central via computer.

* Pledge Central is background microphoned for ambient sound during the pitches. Don't be shy. The sound of activity, light banter and a chuckle now and then adds to the overall drive atmosphere and encourages callers to participate in the good time by calling in.

* Take a couple of minutes to read the signs posted around the room. Do not hesitate to ask for clarification.

Taking a Pledge

* Many callers will be new, first-time members. That means you will be the liaison between WFAE and that new member - the first real-person interaction with WFAE that he or she will experience. It is important to make it a positive first impression.

* You will be a guide through the pledge process. Remember, in radio we cannot hold up the green bags for the audience to see, so be ready to offer descriptions. Remember, too, that radio listening usually accompanies another activity like driving or cooking. It is rare to have a listener's full attention. When he does call in a pledge, he's not likely to be sure about levels and thank you gifts. The bag requires a $72 pledge? If I put my pledge on a debit card can I do installments? Your knowledgeable help is greatly appreciated.

* Before you take that first call, get familiar with the pledge form. Know what information you'll need, so you can sound like a pro. Required fields are marked with a red line. The pledge form cannot be submitted without completing the required fields. If a caller says that they have given before and that we should have their information, please explain that we have switched to a more secure electronic pledge form and that all information must be provided at the time of the pledge to ensure the pledge is matched to the correct donor in our database.

* We offer regular thank you gifts – examples – WFAE logo products and MemberCards. They are not sent automatically. You must ask the caller and the request must be recorded on the pledge form. Please note, contributors can always “choose down.” A $72 dollar premium can be selected for a $120 pledge.

* Recently, we have begun to offer CONTEST GIVEAWAYS during the drive for a limited period. Anyone making a pledge at the proper time is automatically entered. No pledge is necessary to enter. If a caller does not want to make a pledge, you will select “enter me into the contest only” button at the top of the pledge form. Be sure to complete the name and address section of the form and click submit.

* Remember to smile and be conversational. Rather than being just an order taker, engage the listener. If time permits, welcome the newcomer and ask where she/he moved from or tell her/him which WFAE program you like best. Your enthusiasm will signify your commitment to WFAE and the success of the drive. It will also encourage the caller to be more receptive to your suggestion about giving levels. Most importantly, it will make her/him feel even better about making a pledge. However, there will be a few occasions during challenges when time will be precious. Then, you need to get only the essential information. Your Pledge Captain will let you know what is required.

* Use "we." You are certainly part of Team WFAE, so please include yourself in all that is good and about the station.

* Corporate giving policies often include a matching gift program for their employees' contributions. We mention it as part of the pledge-taking process as a reminder to our contributors. If a caller is unclear about the program or his company's participation, please tell him to check with the personnel or human resources office where he works to get the proper form and send it to WFAE.

* Be very, very careful to avoid errors. Accuracy can make all the difference when it comes to collecting the pledge and it shows a commitment to customer service. All the information on the form must be correct. Repeat phone, zip code and credit card numbers. Be sure to get the expiration date for the credit card number. Credit cards cannot be processed without an expiration date. Get proper name spellings for people and streets. Also, be very sure to ask about and record thank you gifts. THIS IS SO IMPORTANT. Errors can be costly to the station in time, money and good will.

* It happens rarely, but should you get a call complaining about the length of the drive or insulting you and/or the station, tell the person you are a volunteer and ask your Pledge Captain to take the call. We certainly do not expect you to handle that call.

* Because of the somewhat distracted way folks listen to radio, callers often do not think first about the value they place on public radio for a whole year. They are not prepared with a dollar amount and usually aim low. It's very important that you "sell up" – if you are comfortable doing so. This is a critical part of the pledge taking process and with a just a few words, you can make a big difference in the dollar totals. Think about how you can incorporate this technique as in these suggestions.

Caller: I want to pledge a hundred dollars.
You: Thank you. Our most popular giving level is $120. For a pledge of that amount, we can send
you a WFAE MemberCard. You can also pay that pledge in installments. Can I put you down for $120?
Caller: Sure! (Most likely, that will be the response)

-or-

Caller: What's the minimum pledge?
You: The amount you pledge is completely up to you, but let me suggest the $72 level. We will be happy to send you the (….gift available…) in thanks for your support.
Caller: Well . . .
You: That works out to only $6 a month for some pretty wonderful radio. You can put it on your credit or debit card or we will send you a reminder in the mail.

Remember to say "thank you" early and often and you will be an ace in no time. Have a great time and thank you for your help!!