GUEST: Amber Sitko founded All About Animals Rescue in 2005, the largest spay/neuter and wellness care provider in Michigan, reaching more than 75,000 cats and dogs each year with care. She created the first comprehensive TNR/SNR program of its kind in Michigan training over 3,000 people how to TNR. Amber is a cloud architect with Microsoft and has an MBA from Wayne State University.

MAIN QUESTION: What should great customer service look like for animal welfare organizations — and what are some tips for achieving it?

TAKEAWAYS:

• Great customer service starts with leadership and management.
• Plan to be open when it is most convenient for the people you're trying to reach with your mission to access your services rather than what is most convenient for your staff. For example, Saturdays are good days to offer services as are Mondays because many people in service industries are off Mondays.
• If you are trying to reach people with fewer resources or seniors who may not be tech savvy, then create walk-in times rather than requiring appointments for vaccines and wellness care — simpler services they are most likely to need.
• If you hear about a bad customer experience, always thank them for bringing it to your attention because otherwise you may not know. Apologize – even if you think they are wrong. When warranted, offer them something beyond an apology such as free services. This brings them back and gives you a chance to make a better second impression.
• Hire managers and team leads who can lead by example with good customer service skills. Have managers spend some time working alongside frontline staff. This allows them to make course corrections when they see corners being cut or new rules being created that don’t fit with your mission or desired organization culture — it’s a great way to keep things on track.

LINKS:

• All About Animals Rescue 
• Leadership recommendation on an article from Best Friends Animal Society titled "How to Start a Rescue or Other Animal Nonprofit"