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.

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:

• This database or spreadsheet tracks donor preferences, needs, and history.
• Preferably it should be part of your Single Source of Truth
• Unlike most CRMs, this focuses on the details. What did they order for lunch? How do they take their coffee?
• It allows staff to access donor information to deliver customized service and helps create seamless experiences.
• It enables anticipation of unstated donor needs
• During or just after a meeting, staff members should jot down anything they noticed on a “preference pad”. That pad is transferred to a database as soon as they are back in front of the Mystique Database. The pad can be a real pad, but also a voice note, a text, or something jotted in the Notes App. As long as it’s consistent.
• Staff can make calls ahead of a meeting to gather information about donors, and apply the same philosophy of the preference pad and Mystique Database.
• See and for how to ask good questions.
• Information is also gathered through natural observation, not intrusive questioning.
• The database should record both stated preferences and observed behaviors. The second is often more useful.
• Some access to this database is restricted - not all employees have full access. Portfolio managers should have access to their portfolio. Only the ED or Development Director should have access to everything.
• The database is not used for marketing purposes. It is purely for service delivery.
• This is critical. Do not betray their trust.
• Train staff to verify true preferences vs one-time choices
• Focus remains on enhancing the donor experience naturally, not forced.