Exceeding Customer Service Expectations and How That Relates to Adoptions

On Tap for Today

What IS Client Service?

Impact – Ripple Effect

Anatomy of Communication

The Basics – Say What??

Adoption Policies

Customer vs Client

What is the difference?• From Daniel Shogren’s Issue of Leading From

Values – the terms we use reflect the attitude we take toward

serving the buyers of our services – the focus on customers is on the basic transaction –

one time event (adopting a pet)– the term “client” has a long-term ring to it – ongoing

relationship (adopt, call for advice, ask for information, return pet to you if need arises)

The Ripple Effect

Negative• 96% won’t complain• Each person tells 10

others• New client

acquisition costs 3x as much as keeping just 1

Positive• 95% WILL do additional

business with us• Each person tells 5

others• Personal references are

2x as strong as advertising

Anatomy of Communication

SENDER RECEIVER

HOW MESSAGES ARE DELIVERED AND PERCEIVED

LANGUAGE PARALANGUAGE

VERBAL•Speech•Writing

MESSAGE

VOCAL KINESICS

OCULESICSPROXEMICS

•Inflection•Tone•Volume•Pitch•Pace

•Body posture•Gestures•Facial expressions

•Eyes

•Use of space•Touch

Say What??

• 55% is your BODY LANGUAGE• 38% is your TONE OF VOICE• 7% are the WORDS YOU USE

• We HEAR approximately 50% of what is said to us,

• LISTEN to only about 50% of what we HEAR,

• And RETAIN only about 12.5% of what we LISTEN to!

Words7%

Body Language

55%

Tone38%

Give us your Experience?

• Break into groups

• Think of a time and discuss when you, as a customer, received great customer service.

• Name 2-3 factors that made it good and share with your group…

• We will hear a sampling

Why is Client Service Important to…

You?Your Organization?

1. In your groups, share 1-2 reasons individually with your group members for each stakeholder• We’ll hear a sampling

The Public?The Animals?

Adoption Policies

It is often thought by having strict requirements and many barriers to overcome in order to qualify for or process an adoption, that we have instituted good controls. Too often the effect is to turn adopters into liars, and us into the adoption police.

Our potential adopters, who at best might become our partners in the community to help protect animals, instead become angry and feel ill-treated and distrusted.

Where do Owners get their Pets?

• According to an AP-Petside.com media poll…– 40% of pet owners received their pets as a gift– 33% as a stray – 30% adopted from a shelter/rescue– 31% from a breeder– 14% from a Pet Store *Over 100% due to multiple animal homes polled.Why is it important to know this?

Adoption Process - Tone

• It is critically important that the adoption process be a positive experience for the pet adopter.

• Fight the Myths – Inform yourself

Adoption Process – Things to Remember

KEEP THE JUDGMENT OUT!

-Remember, there is different communication happening all the time, so sometimes we shut down the misinformed.

- We have the opportunity to change minds with every client!

Adoption Process – Things to Remember

NEVER SPEAK IN ABSOLUTES…

Tell the truth but be an advocate for the pets in your care

Adoption Process – Things to Remember

Five Points of Counseling

Adoption Process – Things to Remember

Don’t Compete with Cute…

Same Day Adoptions and Reduced Fee Adoptions

http://blogs.bestfriends.org/index.php/2012/08/01/high-volume-adoption-model-controversy/

http://sheltermedicine.vetmed.ufl.edu/files/2012/06/Abstract_MacArthur_Adoptathon.pdf

http://www.nokilladvocacycenter.org/wp-content/uploads/2011/10/adoptions_000.pdf

http://www.maddiesfund.org/Maddies_Institute/Articles/The_Truth_About_Free_Cat_Adoptions.html

http://www.maddiesfund.org/Maddies_Institute/Articles/Free_Pet_Adoptions_Study_Results.html

http://www.maddiesfund.org/Maddies_Institute/Articles/Adoption_Articles.html

http://www.maddiesfund.org/Maddies_Institute/Articles/How_to_Sell_Policymakers_on_Fee_Waived_Adoption_.html

http://www.aspcapro.org/fee-waived-adoptions.php#success

http://www.aspcapro.org/adopter-friendly-adoptions.php

http://www.aspca.org/about-us/faq/pet-statistics.aspx

http://www.aspcapro.org/fee-waived-adoptions.php

http://www.mspca.org/adoption/adoption-promotions/fee-waived-adoption.html

Marc Peralta – Executive Director for Best Friends Animal Society -Los Angeles

marcp@bestfriends.org

Questions?

References and thanks to:

Todd Cramer and his presentation, Customer Service Yuck!http://www.huffingtonpost.com/2011/11/15/pets-poll-gift-stray_n_1094570.htmlhttp://btoellner.typepad.com/kcdogblog/2010/10/where-do-people-get-their-pets-where-do-they-plan-to-get-them.html

http://ap-gfkpoll.com/featured/acquiring-pets