Good Customer Service for Animal Rescue Organizations

By Diane Robertson

I reblogged the full customer service article from Maddie’s Fund a little while back.  However, this is such an important subject, I wanted to quote from that article again. 

• The first step in good customer service is to capitalize on the public’s enthusiasm for adopting by responding right away when initial contact is made.
  • Respond to email within 24 hours
  • Have someone available to answer the phone during business hours.
• The second step is to make a potential adopter’s experience positive and helpful. Provide the kind of positive experience that helps compel potential adopters to take home a pet.

Warm, friendly, “live” interaction goes a long way to getting adopters in the door – and out the door with a new pet! Organizations that can build and train a welcoming staff and volunteer force that create receptive and responsive relationships with the community will see animals move more quickly through their facility, and word will get out that you have a top-notch operation.