Keys To Success (For Rescues)
Should Be Read Prior To
Steps To Success
'Keys'... provide the architecture for structuring BridgingThe Gap
'Steps'... are the brick and mortar needed to build.
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.
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.
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's important for 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
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."
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 very
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 known. 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 is 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.