Animal Welfare Professionals

Hi all, I need some advice on adoption staff, We have a bunch of new people training on our front end, and they are not very engaging like if people walk in they do not ackowledge people right off the bat and generally just give one word quick answers. I was wondering since I am a lead person I want to be able to change their handling of these type of situations and i am curious as to what type of staff training and stuff other people have in place? 

We are a small volunteer run organization and have some of the same issues.  There are a ton of resources out there to read, but I will admit I have a hard time trying to find the time.   Best Friend’s website and Maddie’s pet forum have been useful to me personally.   I’m sorry I can’t be a better resource for you, but wish you luck in your endeavors.

I know it will seem like an odd suggestion on first pass, but look into best practices of companies well known for exceptional customer service. Disney & Chick Fil A come to mind. Disney has been studied and published. Pick things that you can easily implement, standardize and train staff on expectations and build from there. If possible, track metrics that will prove effectiveness of what you implement...amount of time "customer" spends at facility, any increase in adoptions or foster homes, etc. When you can illustrate your results, people will feel empowered and you will see participation grow and (hopefully) people making suggestions on their own. <3

I agree that there is a ton of great info out there - and Disney is awesome to look at.

Here's a simple place to start I learned from Marc Peralta at the recent Best Friends Conference. G.U.T.S.:

Greet - make eye contact, "What brings you in today?"

Use names - Yours and theirs - tell them your name and ask them what their name is. "Hi, I'm ___. What's your name?"

Thank You - thank them for coming, regardless of the reason for their visit. 

Smile - do this! Even if you have to stop and think at first. It make a difference in how you are perceived. You will notice that it makes you feel differently too.

I have trained my staff using these materials: http://www.shelterskills.com/ really great info, and it opens stuff up for discussion. 

Thank you all so much!! So very appreciated!!!