What is the Modern Adoption Process?
Aims to simplify the complicated adoption journey by streamlining shelter operations and implementing best practices in customer service
A challenge shelters have traditionally yet to tackle, MAP addresses the functional challenges of the adoption journey by implementing strategies from for-profit business models, which better align with what shelter visitors and potential adopters expect. The emphasis will be on fostering connections, meeting the needs of adoption visitors, and providing support to the adoption team through leadership development and counselor training.
In our previous project work, HASS identified that 83% of guests who do not adopt on the same day they visit the shelter, never come back. MAP fills this gap, among others, by making the experience at a shelter less transactional and more relational with adoption teams in the driver’s seat with the customer-service tools they need to be successful.
How do we encourage potential adopters to adopt instead of shop? Meet their expectations of a streamlined adoption journey and customer service.
Arm adoption-centric staff and volunteers with the sales-like training and conversational approach tactics needed to advocate for pets and connect with shelter visitors successfully.
This includes mastering the art of relationship building, asking the right questions for matchmaking, and a follow-up process for all visitors who do not adopt same-day.
Staff learn to monitor the organization’s foot traffic data, the adoption process lifecycle, and–arguably the key to success–an adopter’s overall satisfaction.
HASS Partner Organizations:
- Lynchburg Humane Society
- Maui Humane Society
- The Animal Foundation
The MAP project was made possible thanks to the support of SPCA International.
MAP Success Stories
From adoption stories to shelter staff testimonials, click the stories below to see the direct impact MAP can make.
