Home > Tactics > Donor Obsession > Mystique Database

Problem: Without a way to remember donors' likes and needs, staff might miss chances to make donors feel special.

Solution: Use a database to track donor preferences and past interactions, so staff can give personalized and thoughtful service every time.

Introduction:

The Mystique database is part of the Single Source of Truth. It’s named after the Ritz-Carlton's sophisticated customer relationship management system that enables personalized service delivery across all properties. This is very useful when serving clients, donors, donors, prospective employees — basically anyone you come into contact with.

Tools:

• It should track donor preferences, needs, and history.
• It allows staff to access donor information to deliver customized service and helps create seamless experiences.
• It enables anticipation of unstated donor needs
• Staff members may carry “preference pads” to note donor preferences.
• These observations are entered into the Mystique database.
• Staff can make calls ahead of time to gather information about donors.
• Information is also gathered through natural observation,not intrusive questioning
• The database records both stated preferences and observed behaviors
• Access to the database is restricted - not all employees have full access.
• The database is not used for marketing purposes but purely for service delivery
• Staff are trained to verify true preferences vs one-time choices
• Focus remains on enhancing the donor experience naturally, not forced.