Keys To Success (For Stores)
'Keys'... provide the architecture for structuring BridgingThe Gap
'Steps'... are the brick and mortar needed to build.
Commitment
The decision to incorporate adoptions as a service merits more contemplation than which new cat litter to add into inventory! However, once you determine that this avenue is worth exploring, this site can provide you with the tools to create a success.
A best-efforts pledge dedicated to this new service is as equally as important for the store owners as it is with your staff. The reality is that a product or service can only reach its full potential when employees help to support and promote it.
Preparation
Unfortunately, new ventures create excitement that can lead to a premature launch. In order to gauge the impact on this innovative business decision, a minimum of eight months should be allotted. We researched and invested nearly one year in groundwork so YOU would not have to. If Steps To Success is followed, you are likely to embark upon immediate strong and positive results.
Co-operation
Store owners and rescue group decision-makers are accustomed to running businesses at their own discretion. Forward-thinking rescues will readily admit that they are in the business of saving lives by selling used pets. This new aspect of adoption is a joint venture, and each participant should agree to specific responsibilities (see Store/Rescue Agreement). A different mind-set is involved in this case than with traditional weekend adoptions.
The level of co-operation is directly related to the success rate of this program.
Don't Let The Past Prevent The Future
Generalities are meaningless when examining your individual business. It is important to relinquish ill feelings concerning negative comments about each camp. The union you establish with a rescue group is what matters here and now!
Visitors to the Adoption Headquarters in our store would often ask staff members if we were working with "Rescue Nazis". (This derogatory term refers to groups far too stringent with their requirements for possible pet placement.) Our response would be: "When you speak with them, you'll know that their greatest concern is finding good homes, and not making it more difficult than adopting a third-world-country baby."
Those interested in adoption would ask the rescue how they knew the store could be trusted to look after the pets. The start of the response was always: "We wouldn't be here if we felt our orphans weren't in the best of care."
Communication
Our retail experience has plainly identified communication as one of the crucial factors for successful business. The need for clear channels of exchange become even greater when working with an outside group. If you are unable to take on that role, consider establishing one or two staff members to act as a liaison between the rescue group and store decision makers.
Think about defining which employees should be involved with the adoption area. This is where perception vs. reality is essential. The average customer expects each person associated with your store to know pretty much everything. Regardless of whether this is logical or not, it is their perception. If a customer comes in and sees poop on the ground, they are very likely to assume that it has been there all day. The fact that the floor was just cleaned has absolutely no bearing.
The same is true with the rescues housed in your store. It is difficult, if not impossible, to expect your entire staff to know about the history or behavior of a particular orphan. However, it is not difficult to have a select few know the details of all your furry guests. (Hint: In order to reshape the thinking about the homeless pets we cared for, using terminology other than 'rescues' made a marked difference -- “Guests", "Visitors” or “Orphans” denoted a fluffier feeling!)
When reviewing the Steps to Success, you will note that each guest should have a printed bio and a friendly name. Your staff should be familiar with specific behaviors exhibited by each orphan. Nothing more than a notebook is required to enter daily observations, such as, “LoverBoy seems a bit nervous around people in uniform” or, “BooBoo really enjoys children”.
A prospective family wants to be familiar with everything possible about the orphan being considered, but reality is that, prior to arrival, there might not be much to know. That is why it is so important that your employees take good notes!
Put It In Writing
Ensuring that areas of responsibility and other principal issues are put in writing does not mean they are etched in stone. It's nothing more than a reference tool for both parties. Some are hesitant to commit anything to the written page for fear of litigation, which is why we suggest an agreement vs. a contract.
These concepts lay the foundation for Bridging The Gap. If you find them acceptable,
please go on to review Steps to Success
