Animal Welfare Professionals

We have been seeing a bit of an increase in returns over the last year and we're looking into solutions to tackle that. A lot of the reasons for the returns are due to the adopters not following through or listening to our adoption staff during the adoption process. We are looking for ways to be clearer and more concise. Have any of you out there cracked the code to this and have tips or tricks to what you have found to work? Thanks!
#AdoptionsandAdoptionPrograms
#PeopleManagement(includingVolunteerIntegration)

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Erin Ellis
Community Engagement Director
Humane Society of Truckee-Tahoe

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Foster Program & Volunteer Management Specialist
------------------------------

Hi Erin,

It's a very hectic time when adopters are getting a new animal.  They're excited about bringing home a companion, everything is new, they have to deal with the paperwork, payments, expectations around the animal, plus everything else they already have going on.  Plus in some cases, they may never have owned a pet, or the specific needs of the animal are new to them, and so even the best educator might have a hard time getting them to listen and remember information that's presented.

1. Meet the adopter where they're at, with their learning style.  Some people will love to engage with a staff member talking with them.  Others will prefer to read information you give them, others will be more comfortable online.  Have resources in all of those areas available to train the adopter.
   
   
2. If there's something critical about an animal like food or medication requirements, allergies, prey drive, etc.  Highlight that as a separate handout to make it easier to remember, especially if they have a lot of materials.
   
   
3. Repeat everything.  Especially for items in #2, if it's important, you probably can't remind them enough times.
   
   
4. Follow up with adopters.  Ideally with everyone a few weeks after adoption, but if that's too labor intensive for your staff, try to identify animals that are at high risk of return and follow up with them.  Or at the very least, provide contact information or feedback sheets to adopters either on paper or online/email that lets them give you feedback and highlight red flags/struggles.  Then use that feedback to provide outreach and support when needed.
   
   
5. If you have local community support, try including a free vet visit, or initial training class.  Often times bad behaviors are just a result of owner handling and encouraging them to jump on top of that right away will help get rid of some of those issues.
   
   
6. Give adopters a follow up phone number or email and specifically tell them to call if they need help.  Having a resource known to them may actually be more useful than trying to give them all of the education up front.
   
   
7. Provide issue specific supplies if possible.  If a dog needs special food for dietary issues, or a harness because they're a bad walker, or loves a food puzzle because they get bored and destructive, it's a lot more cost effective to give that item up along with the animal than it is to bring that animal back again for more care and adoption.  It may also help give the adopter a kick of realization if the item runs out or breaks and their animal's condition changes, that they need to go get more.
   
   
8. Make sure it's not something else.  Adopters sometimes say "he's just being destructive" or "she won't go in the litterbox" because they feel like that's an acceptable, less embarrassing answer.  If the real reason is they can't afford food, you may be able to provide other, non-educational resources that get to the root of the actual problem.

​
------------------------------
Jeff Okazaki
Humane Society of Jefferson County
------------------------------

Good luck with this. Unfortunately, people don't listen nor do they read the material we give them - in general. I can only recommend following up via text or phone to see how things are going. I just created a cat vaccination flyer to hand out because it seems no one is getting their cats vaccinated. Using it tomorrow for the first time. Paws crossed!

------------------------------
Sharyn Berg
Animal Allies Florida
------------------------------

Original Message:
Sent: 01-13-2023 01:11 PM
From: Jeff Okazaki
Subject: Tips/tools to get adopters to listen.

Hi Erin,

It's a very hectic time when adopters are getting a new animal.  They're excited about bringing home a companion, everything is new, they have to deal with the paperwork, payments, expectations around the animal, plus everything else they already have going on.  Plus in some cases, they may never have owned a pet, or the specific needs of the animal are new to them, and so even the best educator might have a hard time getting them to listen and remember information that's presented.

1. Meet the adopter where they're at, with their learning style.  Some people will love to engage with a staff member talking with them.  Others will prefer to read information you give them, others will be more comfortable online.  Have resources in all of those areas available to train the adopter.
   
   
2. If there's something critical about an animal like food or medication requirements, allergies, prey drive, etc.  Highlight that as a separate handout to make it easier to remember, especially if they have a lot of materials.
   
   
3. Repeat everything.  Especially for items in #2, if it's important, you probably can't remind them enough times.
   
   
4. Follow up with adopters.  Ideally with everyone a few weeks after adoption, but if that's too labor intensive for your staff, try to identify animals that are at high risk of return and follow up with them.  Or at the very least, provide contact information or feedback sheets to adopters either on paper or online/email that lets them give you feedback and highlight red flags/struggles.  Then use that feedback to provide outreach and support when needed.
   
   
5. If you have local community support, try including a free vet visit, or initial training class.  Often times bad behaviors are just a result of owner handling and encouraging them to jump on top of that right away will help get rid of some of those issues.
   
   
6. Give adopters a follow up phone number or email and specifically tell them to call if they need help.  Having a resource known to them may actually be more useful than trying to give them all of the education up front.
   
   
7. Provide issue specific supplies if possible.  If a dog needs special food for dietary issues, or a harness because they're a bad walker, or loves a food puzzle because they get bored and destructive, it's a lot more cost effective to give that item up along with the animal than it is to bring that animal back again for more care and adoption.  It may also help give the adopter a kick of realization if the item runs out or breaks and their animal's condition changes, that they need to go get more.
   
   
8. Make sure it's not something else.  Adopters sometimes say "he's just being destructive" or "she won't go in the litterbox" because they feel like that's an acceptable, less embarrassing answer.  If the real reason is they can't afford food, you may be able to provide other, non-educational resources that get to the root of the actual problem.

​
------------------------------
Jeff Okazaki
Humane Society of Jefferson County
------------------------------

Thank you Jeff, I agree most of the times they are too excited to listen and take it all in. We send literature out as well as text to check in. Love your ideas  to incorporate!

------------------------------
Sandra Hill
Operation CatSnip of Kentucky, Inc
------------------------------

Original Message:
Sent: 01-13-2023 03:56 PM
From: Sharyn Berg
Subject: Tips/tools to get adopters to listen.

Good luck with this. Unfortunately, people don't listen nor do they read the material we give them - in general. I can only recommend following up via text or phone to see how things are going. I just created a cat vaccination flyer to hand out because it seems no one is getting their cats vaccinated. Using it tomorrow for the first time. Paws crossed!

------------------------------
Sharyn Berg
Animal Allies Florida
------------------------------


Original Message:
Sent: 01-13-2023 01:11 PM
From: Jeff Okazaki
Subject: Tips/tools to get adopters to listen.

Hi Erin,

It's a very hectic time when adopters are getting a new animal.  They're excited about bringing home a companion, everything is new, they have to deal with the paperwork, payments, expectations around the animal, plus everything else they already have going on.  Plus in some cases, they may never have owned a pet, or the specific needs of the animal are new to them, and so even the best educator might have a hard time getting them to listen and remember information that's presented.

1. Meet the adopter where they're at, with their learning style.  Some people will love to engage with a staff member talking with them.  Others will prefer to read information you give them, others will be more comfortable online.  Have resources in all of those areas available to train the adopter.
   
   
2. If there's something critical about an animal like food or medication requirements, allergies, prey drive, etc.  Highlight that as a separate handout to make it easier to remember, especially if they have a lot of materials.
   
   
3. Repeat everything.  Especially for items in #2, if it's important, you probably can't remind them enough times.
   
   
4. Follow up with adopters.  Ideally with everyone a few weeks after adoption, but if that's too labor intensive for your staff, try to identify animals that are at high risk of return and follow up with them.  Or at the very least, provide contact information or feedback sheets to adopters either on paper or online/email that lets them give you feedback and highlight red flags/struggles.  Then use that feedback to provide outreach and support when needed.
   
   
5. If you have local community support, try including a free vet visit, or initial training class.  Often times bad behaviors are just a result of owner handling and encouraging them to jump on top of that right away will help get rid of some of those issues.
   
   
6. Give adopters a follow up phone number or email and specifically tell them to call if they need help.  Having a resource known to them may actually be more useful than trying to give them all of the education up front.
   
   
7. Provide issue specific supplies if possible.  If a dog needs special food for dietary issues, or a harness because they're a bad walker, or loves a food puzzle because they get bored and destructive, it's a lot more cost effective to give that item up along with the animal than it is to bring that animal back again for more care and adoption.  It may also help give the adopter a kick of realization if the item runs out or breaks and their animal's condition changes, that they need to go get more.
   
   
8. Make sure it's not something else.  Adopters sometimes say "he's just being destructive" or "she won't go in the litterbox" because they feel like that's an acceptable, less embarrassing answer.  If the real reason is they can't afford food, you may be able to provide other, non-educational resources that get to the root of the actual problem.

​
------------------------------
Jeff Okazaki
Humane Society of Jefferson County

our fosters contact their adopters periodically to be sure everything is going well, we also provide our adopters with resources on decompression and more to try to catch any issues that may arise and provide helpful hints.

------------------------------
geri golonka
Foster/Volunteer
Tiny N Tall Rescue
St. Charles, IL
------------------------------

Original Message:
Sent: 01-13-2023 01:11 PM
From: Jeff Okazaki
Subject: Tips/tools to get adopters to listen.

Hi Erin,

It's a very hectic time when adopters are getting a new animal.  They're excited about bringing home a companion, everything is new, they have to deal with the paperwork, payments, expectations around the animal, plus everything else they already have going on.  Plus in some cases, they may never have owned a pet, or the specific needs of the animal are new to them, and so even the best educator might have a hard time getting them to listen and remember information that's presented.

1. Meet the adopter where they're at, with their learning style.  Some people will love to engage with a staff member talking with them.  Others will prefer to read information you give them, others will be more comfortable online.  Have resources in all of those areas available to train the adopter.
   
   
2. If there's something critical about an animal like food or medication requirements, allergies, prey drive, etc.  Highlight that as a separate handout to make it easier to remember, especially if they have a lot of materials.
   
   
3. Repeat everything.  Especially for items in #2, if it's important, you probably can't remind them enough times.
   
   
4. Follow up with adopters.  Ideally with everyone a few weeks after adoption, but if that's too labor intensive for your staff, try to identify animals that are at high risk of return and follow up with them.  Or at the very least, provide contact information or feedback sheets to adopters either on paper or online/email that lets them give you feedback and highlight red flags/struggles.  Then use that feedback to provide outreach and support when needed.
   
   
5. If you have local community support, try including a free vet visit, or initial training class.  Often times bad behaviors are just a result of owner handling and encouraging them to jump on top of that right away will help get rid of some of those issues.
   
   
6. Give adopters a follow up phone number or email and specifically tell them to call if they need help.  Having a resource known to them may actually be more useful than trying to give them all of the education up front.
   
   
7. Provide issue specific supplies if possible.  If a dog needs special food for dietary issues, or a harness because they're a bad walker, or loves a food puzzle because they get bored and destructive, it's a lot more cost effective to give that item up along with the animal than it is to bring that animal back again for more care and adoption.  It may also help give the adopter a kick of realization if the item runs out or breaks and their animal's condition changes, that they need to go get more.
   
   
8. Make sure it's not something else.  Adopters sometimes say "he's just being destructive" or "she won't go in the litterbox" because they feel like that's an acceptable, less embarrassing answer.  If the real reason is they can't afford food, you may be able to provide other, non-educational resources that get to the root of the actual problem.

​
------------------------------
Jeff Okazaki
Humane Society of Jefferson County
------------------------------

We've been seeing more returns since the pandemic especially when it was really hard for people to find dogs to adopt. It shocked us to get calls about dogs 8 hours, 24 hours and 72 hours after saying they didn't want the dog. We always have had such a good track record and spend a lot of time making great matches. It dawned on me at one point that because people were waiting long, they had built up the "perfect" dogs in their heads and their dreams. Once I get my dog it will do everything I saw and be perfect in every way. Reality is, that rarely happens right off the bat. it takes time, patience, work and and open mind. Luckily each of the dogs found much better homes but after that I tried to give new adopters more of a reality check than I needed to before. I also do a lot of follow up with texts, email, calls to know what's going on before they perceive it as a crisis.

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Susan Leavitt
National Coordinator, East Coast, VP Board
American Maltese Association Rescue
------------------------------

One of these attachments might help "SPELL IT OUT" for adopters, in a simple colorful format.  Some of the rescues I foster for give a "packet" to each adopter, it's just a pocket folder with printed vet records (can get electronic too) and if applicable instructions & contract on getting pup/kitten fixed when the appropriate age & the form to give to the rescue's vet so the entire process is free.  Plus rescue's vet contact info and list of emergency vets and list of items/foods toxic to pets.  Also COUPONS are a great way to "help" them and keep them engaged.  Tomlinson's (here in Austin) gives coupons to the rescue for 12 cans of wet food or 15 lb bag of dry food for FREE !!!!  There are grooming coupons and pet training discounts, etc.

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Michele Maitland
none
Austin TX
------------------------------

Thank you all! Everything you all mentioned, we are currently doing. Our thought now is to create an infographic that spells everything out very clearly. So, the ones that you attached Michele are a perfect example for us to look at. It's just so tough getting people to listen when you throw so much info their way, I agree! 

Thank you all again!

------------------------------
Erin Ellis
Community Engagement Director
Humane Society of Truckee-Tahoe

---------
Foster Program & Volunteer Management Specialist
------------------------------

Original Message:
Sent: 01-16-2023 01:15 PM
From: Michele Maitland
Subject: Tips/tools to get adopters to listen.

One of these attachments might help "SPELL IT OUT" for adopters, in a simple colorful format.  Some of the rescues I foster for give a "packet" to each adopter, it's just a pocket folder with printed vet records (can get electronic too) and if applicable instructions & contract on getting pup/kitten fixed when the appropriate age & the form to give to the rescue's vet so the entire process is free.  Plus rescue's vet contact info and list of emergency vets and list of items/foods toxic to pets.  Also COUPONS are a great way to "help" them and keep them engaged.  Tomlinson's (here in Austin) gives coupons to the rescue for 12 cans of wet food or 15 lb bag of dry food for FREE !!!!  There are grooming coupons and pet training discounts, etc.

------------------------------
Michele Maitland
none
Austin TX
------------------------------

Hi Erin, 

I'm attaching our "Tips for Success" that we make for some of our dogs that have shown signs of struggling in the shelter or in other homes. We customize them to each dog. (To be clear, not every dog in the shelter gets one of these, just our special kids!) We had our humane education manager work with the animal enrichment team to come up with someone that had the right information but also using language that the public could understand without being overwhelmed.  We've had adopters tell us that they put these on the fridge, share them with houseguests and also with pet sitters. Hope this helps; keep up the great work!

Best, 
Lindsay @ The Jacksonville Humane Society, Jacksonville, FL ​

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Lindsay Layendecker
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THANK YOU TO EVERYONE THAT HAS RESPONDED TO THIS POST AND SHARED SUCH GREAT IDEAS AND MATERIALS!!
I am involved with a new charity that involves teaching people about Pet Trusts in the hopes of keeping their furbabies out of the shelters when the owner can no longer care for them. The ideas and materials you share are invaluable to me. I greatly appreciate your willingness to share. We are all here to help animals and this fellowship is outstanding.  Thank you for helping me to help people and their beloved pets!

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Debra Azzato
Director of Operations
Edwin D Marks Animal Foundation
------------------------------

As a foster for dogs on Kauai, I take copious notes on each pup's growth, health improvements, behavioral patterns, individual personality development, adaptations, learned skills, social development, energy level, sleeping patterns, bonding success, separation responses, dietary and biological rhythms, notations on breed specific expressions in their nature  etc… when the pups are accepted by a rescue organization on the mainland that has a high adoption success rate and they are transported my notes that would help a potential adopting family don't follow along. It is so bittersweet to see my fosters get adopted and maybe I'm too attached but, I want to ensure a good fit and successful long term adoption occurs. As a volunteer it is out of my hands for any follow up and I find this challenging to accept. Maybe improved communication from fosters via a questionnaire form to the adopting agency would be a helpful tool?  We remain very grateful to mainland rescues to have island dogs accepted and transported for their chances to have a happy life are much greater as Kauai is inundated with abandoned, sick, neglected, abused and lost dogs and the small population of full time residents and the economic status of many can't support the quantity. The people generously care for and feed the feral cats that have gotten out of control since Covid halted the free spay and neuter events but, thankfully that is changing.

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Barbara Richard
Volunteer Foster/Grant Writing & Development
Kauai SPCA
------------------------------

Hey Erin - My team and I at Petcademy.org are  working with rescues and shelters for the exact reason you mention. I have pasted more info below for you to check out! 




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bailey schroeder
Co-founder and CEO
Petcademy
------------------------------

Thank you all so much for your responses! Lots of great foster work being done out there!

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Erin Ellis
Community Engagement Director
Humane Society of Truckee-Tahoe

---------
Foster Program & Volunteer Management Specialist
------------------------------

Original Message:
Sent: 01-18-2023 01:15 PM
From: bailey schroeder
Subject: Tips/tools to get adopters to listen.

Hey Erin - My team and I at Petcademy.org are  working with rescues and shelters for the exact reason you mention. I have pasted more info below for you to check out! 




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bailey schroeder
Co-founder and CEO
Petcademy
------------------------------