adoption success through savvy customer...
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Nevada Humane Society’s Pet Adoptions Statistics
2006: 4,990 (pre-lifesaving initiative)
2007: 8,030 up 61%
3,040 more adoptions
2008: 8,635 up 7%
605 more adoptions
2009: 9,184 up 6%
549 more adoptions
2010: 9,668 up 5%
484 more adoptions
2011: 9,340 down 3%
328 fewer adoptions (admissions down 3%)
2012: 8,816 down 5%524 fewer adoptions (admissions down 8%)
Washoe County, Nevada’s Lifesaving Statistics
Countywide Save Rate(NHS and WCRAS combined)
2007: Dogs 92% Cats 78%
2008: Dogs 90% Cats 83%
2009: Dogs 90% Cats 89%
2010: Dogs 91% Cats 91%
2011: Dogs 91% Cats 91%
2012: Dogs 92% Cats 92%
National Average 2009:
• 58% (Source: Maddie’s Fund)
1. Create lifesaving solutions
for the animals.
2. Involve the community in
our work.
Guiding Principles:
3.Deliver quality
customer service.
4. Provide excellent care to
the animals.
Nevada Humane Society Lifesaving Focus
1.Increase the
number of
pets leaving
area shelters
alive.
2. Reduce the number
of pets coming into
area shelters.
Pet Adoptions First
Increase the number of pets
leaving area shelters alive.
Adoptions:
• Setting goals
• Reducing fees
• Improving processes
• Making it convenient
• Creating fun
• Serving customers
Pet Adoptions First
“There is one very powerful
business rule. It is
concentrated in the word
courtesy.”
- Henry Wells (founder of Wells Fargo, 1860)
Customer Service
• Feel welcomed,
respected, valued
• Have positive
experience
• Want to come back
• Want to tell others
What does it look like to
the customer?
What is Quality Customer Service?
• Understands
products/services
• Admits what they
don’t know
• Understands needs
• Helps find/meet
needs
• Resolves issues
promptly
• Redirects no’s
What does it look like to
the organization?
What is Quality Customer Service?
• Easy and
convenient
• Pleasant and fun
• Direct connection
with the animals
Facility:
Quality Customer Service
Comfortable places to sit(but easily washable)
Quality Customer Service
Facility: Easy and Convenient
Make it easy to fall in love!
• Never miss out on an adoption
or a reclaim because it’s
closing time.
• Schedule sufficient staff to
provide assistance during peak
adoption times.
• Provide bonding rooms and
easy ways for people to
interact with animals.
Quality Customer Service
Facility: Easy and Convenient
Promote and celebrate adoptions
• Adoptions enable us to fulfill our lifesaving mission
• Demonstrates our ongoing commitment to lifesaving
• Reinforce the good decision adopters have made
• Increases our profile in the community
• Expands our fundraising potential
Quality Customer Service
Dennis Flack KOLO TV Meteorologist and Trooper
Chuck Allen PIO for Nevada Highway Patrol
Promote Foster Care
Quality Customer Service
Processes/Programs:
Quality Customer Service
• Streamlined
• Flexible
• Respectful
• Easy to fall in love
• Responsive to needs
• Fun!
Beyond Appearances:
Efficient and effective
processes and policies
that support your
mission and goals
Quality Customer Service
Processes: Streamlined
Quality Customer Service
1. Removing barriers to
adoption while still
protecting pets
2. Doing same-day adoptions
3. Encouraging people to
touch the animals to create
a bond
Processes: Flexible
Quality Customer Service
Deal Breakers?• Same-day “impulse” adoptions
• Home visit
• Landlord check
• Cats going outdoors
• Declawing
• Pets living outdoors
• Person works long hours
• Fenced yard
• Senior adopting younger pet
Adoption Process
• Dialogue-based matching
• Adoption application
• Discussion (checklist)
• Possible additional steps
• Make people feel good
about adopting
Quality Customer Service
Processes: Flexible
Quality Customer Service
Are these failures?
• Adoption returns
• Giving pet to someone else
• Declining an adoption
Processes: Respectful
Quality Customer Service
• Assume the best
• Treat as you would like to
be treated
• Keep the end in mind
Processes: Responsive to Needs
Quality Customer Service
Low Adoption FeesStandard Adoption Fees
Seniors for Seniors: Person 55+ dog/cat 6+…FREE
Cats, Adults…………………………………... $50
Cats 10 yrs or older…………………………. $10
Kittens under 4 mos……………………….. $60
Dogs, Most Adults…………………………... $50
Dogs 10 yrs or older……………………….. $25
Small & highly-desirable dogs……….$50 to $150 (Individually Priced)
Puppies under 4 mos.……………. $100 to $150 (Individually Priced)
All dogs, cats, puppies and kittens are spayed or neutered, vaccinated and
microchipped. These services are included in the adoption fee. Our actual cost per
animal averages $240.
Higher rates for highly-desirable dogs help fund the care of those dogs who need a
longer stay at the shelter.
Staff:
Quality Customer Service
• The right people
• Trained to do
the right thing
• Empowered to
do the right
thing
• Rewarded for
doing the right
thing “Quality of customer service cannot
exceed quality of people who provide it.” – Small Business: Canada website
“When a customer first approaches
you, no matter what your job, you
are the face of the business. Your
greeting has a powerful
impact on your customer’s
experience and impression of your
establishment.”
- The Greet Your Customer Manual by Laurie Brown
Quality Customer Service
Staff: The Right People
Quality Customer Service
• Like animals AND
people
• Friendly and outgoing
• From service industry
"People don’t remember what you say, they remember
how you make them feel." - Maya Angelou
Quality Customer Service
When you know the customer’s
name, use it.
Name badges provided and
required for staff and volunteers
Quality Customer Service
The Three-Second
Greeting Rule
(Wells Fargo and Verizon)
Train staff to engage
people in dialogue with
open ended questions
Quality Customer Service
Go the extra mile!
• Give customers the benefit of
the doubt.
• If a customer makes a request,
do everything you can to say
yes.
• When you cannot say yes,
rather than saying “no,” share
what you can do to help.
Redirect rather than oppose
the customer’s wishes.
• If there must be a wait, make it
comfortable and keep people
informed of status.
Quality Customer Service
1. Have a good
time; laughter
puts people at
ease.
2. Be outgoing. Greet everyone with a smile &
friendly remark.
Grandma’s Top Tips
4. Be sure
they get to
know the
cat’s
personality
before they
take the cat
home. 3. Find out what
they are looking
for in a pet &
introduce them to
specific animals.
Grandma’s Top Tips
5. Make people feel
good about their
decision with
positive
comments about
the pet.
Grandma’s Top Tips
Staff: Trained to Do the Right Thing
Quality Customer Service
Checklist for Great Customer Service
Greet visitor with “Welcome to Nevada Humane Society, how may I help you?”
Greet caller with “Nevada Humane Society, how may I help you?”
Smile. Be friendly and welcoming.
Make eye contact.
Acknowledge waiting people with a friendly smile; “Sorry for the wait, we’ll be with you soon.”
Listen carefully. Ask questions if needed. Be sure you understand before responding.
Determine if you are the right person to help, if so, be thorough and accurate.
If question is inside your department but outside your knowledge, personally get them in touch with the appropriate person or take a message with name, number and subject, following up to be sure the appropriate person gets the message
If question is outside your department, refer to most recent version of Customer Service & Phone Manual and personally get them in touch with the appropriate person or take a message with name, number and subject, following up to be sure the appropriate person gets the message
If situation gets emotional or you are not sure what to do, excuse yourself and get a manager.
Close with “Thank you very much for ______________!”
Celebrate pet adoptions and donations. Make people feel good about what they are doing. Comment on the wonderful pet they have selected, congratulate them on the adoption, or tell them what a difference their donation makes for the animals.
Staff: Rewarded for Doing the Right Thing
Quality Customer Service
Employee Incentive Awards for Customer Service (and Animal Service)
Purpose: To incentivize great customer service and animal care
Criteria (applies to public and internal staff; minimum of three required):
Impact – a truly substantial impact has been made.
Exceed expectations – excellence above and beyond the norm of good performance.
Improved a process – recommending a new or improved process that is implemented and makes a substantial improvement.
Consistency and/or frequency – excellent performance that is part of an ongoing patterns of positive actions and behaviors.
Positive feedback – from the public and/or co-workers (letters, e-mails, comments).
Turning a negative situation into something positive – outstanding problem solving, creative solutions, quick action and/or interpersonal skills that fix a problem or resolve a problem in a positive and effective way.
Staff: Rewarded for Doing the Right Thing
Quality Customer Service
Employee Incentive Awards for Customer Service
Nominations & Review Committee
Prizes:• First Award: pin• Second award: $5 coffee card• Third & fourth award: $10 gift card• Fifth award: personal parking space for one month• Sixth award: a day off with pay• Seventh award: photo plaque in the shelter and framed certificate • a problem in a positive and effective way
Recipients receive:• Designated prize within the category. • Personalized card from the ED and their supervisor.• Acknowledgement in a staff meeting.• Record of the award placed into their personnel file.
MBWA:
Manage by Walking Around• Ongoing but not regular
• Schedule time
• Go it alone
• Keep conversation informal
• Equal time
• Seek input
• Listen more than you talk
• Don't criticize
• Acknowledge good work
• Share your passion and goals
• Follow up
Quality Customer Service
Beyond the
Shelter Walls:
First impressions
are often formed
before people
set foot in the
shelter.
Quality Customer Service
Messaging that draws
people in:
Use words that evoke
positive emotions
• Rewarding
• Fun
• Fall in love
• New best friend
• Helping to save a life
Touch hearts
Don’t lecture
Quality Customer Service
Ten Customer Service Tips (from Canadian Small Business Website)
1. Quality of customer service
cannot exceed quality of
people who provide it.
2. Realize that your people will
treat your customer the way
they are treated.
3. Know your customers.
4. Make sure your customers
know who you are.
5. Go the extra mile.
Ten Customer Service Tips (from Canadian Small Business Website)
6. Greet customers when they
walk in the door or at least
within 30-40 seconds upon
entering.
7. Give customers the benefit of
the doubt.
8. If a customer makes a
request for something special,
do everything you can to say
yes.
9. Train staff on how to handle a
customer complaint or an
irate person.
10. Ask customers how you are
doing.
Pet adoption should be one of life’s
truly GREAT experiences!
Adoption Success through Savvy Customer Service
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