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No More Homeless Pets Forum
May 9, 2005 Talking with Adopters |
This week YOU are the forum guest! How do you screen people to find the best homes without alienating them? How are important questions worded in person and on adoption forms? What's your top advice for ensuring that pets go to great homes, without turning off prospective adopters?
In addition, Best Friends hosts a bank of knowledge on adoption at our resource library, at http://www.bestfriends.com/nomorehomelesspets/resourcelibrary/.
Ideas
Breaking the ice
Helping adopters feel at ease
Scaring off the casual adopter
Some important questions to ask adopters
What can we learn in a home visit?
Options, education and service instead of rejection
Keeping it light and positive
Breaking the ice
Idea from Angie:
I like to strike up a conversation before they get to our application. I ask what type of cat they're looking for, what sort of personality traits they'd like, if they have children or other pets and if they want an indoor/outdoor cat. By asking my general questions first, most people just think that my indoor/outdoor cat question is just narrowing the choices for them and they answer honestly. I LOVE the people who are horrified to think of a cat as going outside! They usually get my cats!My biggest advice is to ask a lot of questions that don't involve a yes/no answer. Get them talking. If you talk to them enough they'll let you know if they're good candidates!
Idea from Beri:
My advice would be to make sure your foster homes are approved as adopters. Today I listened to a rescue director get into a conflict with a foster whose big crime was she wanted to keep a foster. People fall in love with their foster dogs. If someone is good enough to foster, they're good enough to adopt.Ideas from Ginger:
We get a lot of information without directly asking the applicant for it.The applicant submits an application online, which asks many of the questions to which we need answers. This gives us a foot in the door to follow up when we actually talk to the applicant and go over the application; the ice is already broken. On the application we require a personal reference and a veterinary reference, along with the contact information for both of these.
In making small talk with their personal reference, we find out if they have any pets. Then, we ask them if they would give their pet to the applicant if they needed to find the pet a new home. This usually takes the reference person by surprise and gives us a good feel for how the reference really feels about the applicant.
We ask the vet if the applicant's current/previous pets have been kept up to date on vaccines and routine care and are well cared for.
We check to be sure that the shelter really is the closest shelter to the adopter, and if there are others in the area we call them, too. We ask the shelters if they have the applicant on their do-not-adopt list or if they have had any problems with the applicant.
If an applicant passes all these checks, then we have a home visit done in which a volunteer goes over the application in person with the applicant and verifies things on the application.
Helping adopters feel at ease
Idea from Lisa:
I have been both the adopter and adoptee. I have found that the best way to find the best home is to just talk to the person, actually listen to what they are saying. Ask questions (don't be afraid).Explain to them what the responsibilities are with the animal. If the animal has any special issues, lay it all out on the table... They will either not want the animal or most of the time feel extremely comfortable adopting the animal.
Adoption forms are good for some basic information, but actually taking the time and talking to prospective families is the best way to do it. I also found that home visits (which I know are impossible for some rescues/shelters) to follow up and see how the animal is adapting in the home have also been successful.
The attitude in which you great and speak to the potential adopter also has a lot to do with not turning the adopter off. And finally, visiting hours... I have found that most shelters/rescues have ridiculous hours. They are only open during the day or during the week when most good adopters are working. They need late afternoon and evening hours as well as weekends, not closed on Sunday. It is amazing how many people I have spoken with who say that is what turns them off. They might really like an animal, but they can't take off from work to come a visit with them. Some of these people have great homes, fenced yards and are looking for that special someone to bring them the happiness that they are looking for. It's not just a pet; it is a friend for life.
Ideas from Michelle:
We do most of our screening over the phone. I think it is important to allow the caller to talk. Of course, you need to ask specific questions, but spend most of your time just listening. You learn a lot about pet history and the adopters' expectations when they ramble! If you feel the call is going sideways and that you would not adopt to this person, you then have more ammunition and can talk about the things they mentioned that "might not work out too well". Basically, create your "Flag List" as they talk, and use it if needed.Then, the adopter is more likely to come to the conclusion you want them to come to on their own, instead of your having to tell them "No!"
House Rabbit Society (HRS) has strict rules about adopting to indoor homes, and I also know what our foster homes want for their foster rabbits. So if a caller is a decent home, but for example, maybe has 3 kids and we don't really have any "kid bunnies", we often refer them to a local shelter. Being able to hook them up with an HRS shelter volunteer and tell them about specific shelter rabbits gives them a sense that we are just looking for the best match for them, not turning them down. They still get our support, rabbit care info, etc. and a good pet for their family or particular situation. Everyone is happy this way, a bunny gets adopted and there are no hard feelings.
A good start for screening is the 12 Things Before You Adopt. It can be edited for any animal. We have it posted here: http://www.rabbit.org/chapters/san-diego/adoption/beforeadopt.html.
We have also printed this out, blown it up and laminated it to post at different shelters - in the bunny areas. If the staff doesn't read it, we are hopeful the potential adopters will read it on their own and make a more informed decision about adopting. Hope these tips help!
Ideas from Louise:
We are a rescue group that adopts out beagles. One of the things we try to stress on our website is that we want to match the right dog with the right person/home. This gives us an 'out' when we have to deny someone. We simply say that we do not have a dog that matches their lifestyle - something like that.We have an online application that gives the adopter many choices. Some of which will cause the denial of the applicant, for instance if the dog is being adopted to hunt. By having the choices on the application it seems that people think it must be okay, and they are forthcoming with the information.
We also use county property appraiser online sites to verify that they own their home (if that was the answer on the application). That way we don't have to sound harsh with them, but we still get the information we need.
We try to educate via the application and point out heartworm, with a link to information on heartworm, in case the applicant does not know about it. Near the question on where the dog will be when home alone, we have an animated cartoon dog digging a hole, to lighten things up.
Once the application is sent and reviewed, we have a phone interview.
Scaring off the casual adopter
Ideas from Harriet:
I don't adopt from an organization, just place individually through www.petfinder.org or similar. To tell the truth, I do try to turn off prospective adopters by making pet guardianship sound as onerous as possible.I tell 'em "You're essentially adopting a 3-year old child who'll never grow up. He'll always need care and attention; no matter how bored you feel, how crabby you are, what a idiot your boss was today, whether or not you got lucky last night, that baby will need love and cuddles every day and he WON'T understand, "Not now, I'm not in the mood." Ever. The litter box needs scooping every day, the food and water need refilling every day, and this is going to be the way it is for the next 15 years or more."
Then we talk about vet expenses, training, and so on, and by then I can usually tell if they're really ready to adopt.
Interestingly, this approach doesn't put off as many people as you'd think.
Also, for cats I always insist on a no-declaw contract, with no exceptions. Of course, I have no way to enforce such, but at least I can make a point that it's cruel and hope they believe me. Hope this helps.
Some important questions to ask adopters
Ideas from Lynn:
The most important question I ask adopters is "Have you had pets in the past, and what happened to them if they are no longer in your home?" Replies range from "They lived to be seventeen and died of old age," to "We got rid of it because it chewed up the kids' toys." The answers people provide tell me a lot about them, and I make more adoption decisions based on these answers than on any other questions.Secondly, if they already have a pet with them, that tells you worlds about how they care for their animals. A happy, outgoing animal gleaming with good health is one of the best recommendations a potential adopter can possibly have.
Ideas from Joanna:
Posted here, http://www.4asap.org/Adoption_Questionnaire.htm, is an interview form I created to help interview cat adopters by phone. Sometimes it's easy to get lost on a call (or run out of talking points/questions), so... if a caller is taciturn, having a copy of it by the phone can help keep the interview on track. I shared it eons ago with Best Friends and some of what's there seems to be included on Best Friends' also fabulous webpage of resources for rescuers, http://bestfriends.org/nomorehomelesspets/resourcelibrary/adoptionsindex.cfm.Idea from Lisa:
When meeting potential adopters in person, listen to the children (if they have kids), and ask the kids questions... I can't tell you how many times a child has mentioned something (about a dog that previously was given up, about off leash practices in unsafe place, etc.) that the parents "forgot" to mention.Idea from Michell:
I sincerely believe some awesome homes are available but are rejected due to their "No Regular Vet" status. While I understand it helps differentiate responsible owners from others, it almost seems discriminatory and defeatist. For example, my fiancé & I... We've postponed many vacations to pay for an extra vet visit, flea treatments, or some such necessary thing, while our companions remain happy and healthy.But we don't have a regular vet. We go to a local clinic, which is wonderful; they're knowledgeable, professional, and compassionate.
If they don't even know of a vet, then that would be an alarm. If they claim a clinic, but don't have the phone number, this could be another alarm. But we can't even afford people physician visits, but will pay for theirs. So, it might be good to ask for the name of the clinic they go to, not a particular veterinarian.
What can we learn in a home visit?
Questions from Dixie to other members:
What is your opinion of "home visits" prior to adoption approval, especially during "super adoption" events? These are sometimes 2-3 day events with potential adopters coming from miles away. Also, what types of questions should be asked to determine suitability of adopters?Ideas from Susan:
We have learned many things during home visits that we find crucial to the well-being of our animals, and we otherwise would never have known. For example, on a recent home visit, our very shy dog was "attacked" 3 times by one of the applicant's little dogs. While our dog was much larger, she was quite intimidated (We all know how ferocious those little ankle biters can be!). The applicant explained that her little dog "bullied" all of the dogs in the house, but they usually "worked it out". She even described that one of her shy dogs sometimes just had to back out of the room when the little dog was in it. As a result, we didn't feel that this home was a good match for our dog.During a cat home visit, we discovered a screen door that the family didn't latch, that could easily be pushed open by our cats. (And the family lived on a busy road!) These were new cat owners, and they just hadn't thought about that. Some simple education can save lives.
We've also had applicant's TRUE personalities and ownership philosophies come out during home visits. Let's face it... anyone can say anything on paper, especially if they've been through other adoption screenings. Do a home visit with the pet, as opposed to just the usual 20 minutes at the adoption event. THAT'S how you really get to know them.
There are a couple of other reasons that we do home visits as well. It helps dogs to "transition" more successfully. It helps us establish that ongoing relationship with the family that is crucial to the pet's future. It also helps us to enlist them for volunteering/fostering!
Ideas from Ginger:
At adoptathons we take a rescue dog or two to the event to "meet & greet," as well as photos of others we have in rescue. Applications may be taken at this event, or we just talk to potential adopters, give them some literature on our organization, and let them go to our website to fill out the application later. Even if the applicant has come a great distance, we still follow our process, which includes a home visit prior to approval.We either travel to do the home visit ourselves or we ask a trusted person in that area to do it for us. There are rare instances where we have had to place the dog prior to doing a home visit. In these cases the applicant has to have been referred to us by a rescue or some other trusted source. We still do a home visit in these cases, but after the fact, with the understanding up front that we reserve the right to reclaim the dog if the home visit is not approved.
We always start the adoption "process" with an application, even at an adoptathon. We explain that our adoption process includes several steps and that adoptions cannot be finalized that day. We want applicants to really be sure. We have found that this has greatly reduced the number of dogs that come back to us because an adopter was not 100% committed. Rescue dogs have been through enough! We want to be as sure as we can that when they are placed it is truly in a "forever home".
Ideas from Lynn:
If the phone interview goes well, we then do a home visit. Often people say their yard is fully fenced (a requirement of ours), but we have found that when we go in person to check the fence, the fence is not sound, or has large gaps. In one case the beautiful home was on a lake and the entire back of the yard had the water coming up. I suggested they get a different breed, since we specialize in beagle rescue, and a beagle could scamper around the edge of the fence into the next yard. We require that all members of the family be home during the home visit. When possible the home visit person brings a dog to see how kids interact and just gets a general feel for how the family is with a dog in the house.Options, education and service instead of rejection
Question from Janae to other members:
How should we handle a situation where a potential adopter becomes upset, or sometimes even irate, when one learns that he/she's been turned down?Ideas from Donna:
The most difficult challenge for our group has been how to say "no" without creating hurt feelings and negative publicity. We have learned to somehow get the message out early in the conversation that our number one priority is making a solid match based on what the adoptive caretakers are looking for in a companion animal and how the animal they are considering meets those expectations.We tell them this ensures that both human and canine will be happy and the transition period will be less challenging. When I have declined an application I usually say it like this. "Gosh, I hate to say "no" because you would make a marvelous home to the right animal, but my experience tells me this is a match that isn't going to work because..."
Then I give them the reason and say, "You indicated you were looking for a dog that will (fill in the blank)" I can promise you that this one will not live up to that expectation."
The next thing I do is take out the book of available animals at the shelter and point out a few that I think are a good match. The end result isn't always that the dog at the shelter gets adopted, but the potential adopters walk away giving serious thought to their choice. The truth is that placing the burden of the denial on the companion animal's not being able to live up to the expectations of the potential adopter keeps the ego of the potential adopter from being bruised and negative comments at bay.
Ideas from Karen:
I never let them know I turned them down. I say, someone else adopted, I decided to keep, I want them to go with another cat, the cat needs more vet work, etc. If they know they've been turned down, they'll figure out why and maybe lie on another organizations application. Would you turn down a suitor? Just think how you handled someone who wanted to date you, but you didn't like him/her.Ideas from Louise:
When interviewing people as prospective adoptors, I always tell them that our objective is to find just the right home for each animal. I am very upbeat. I tell them, in as positive a way as possible, that when we choose the family for our dog or cat we tend to let the animal pick whom it likes best and we err on the side of the animal.I always tell them that even if they are not picked for a particular animal, that does not mean that they are bad people, just that they were not the right fit for that particular animal. I always watch the animals and see how they reacts to the people that want to adopt them, particularly the dogs. I always see if they like the people. That feedback means a lot.
We also do a home inspection. People always look a little concerned when I tell them that. I am quick to let them know that we are not looking for fancy or perfection, just a good home environment for the new family member. That always seems to make them feel better.
Ideas from Sarah:
The best response is to try our best to avoid having a potential adopter feel as if he or she has been rejected. When we tell someone, "No, I don't want to let you have one of my animals," we're telling them that they are not good enough to own a pet. This is very offensive to many people.Perhaps we can look at how to handle potential adopters who don't pass the test and see how to approach them about it. Make sure to be as gentle as possible and never tell them that they didn't pass, but that you just don't have what they're looking for. Feel free to suggest another local shelter or two (just be sure to warn them!) and ask to keep their information in case you get what they're looking for.
Keeping it light and positive
Ideas from Russ:
A lot of us look for ways to reject an applicant. There is another approach. We can look for the reasons to accept a family as well. Instead of asking does the family have a regular vet, we could ask, "Tell me about the most expensive vet bill you have had in the past." Finding the family used their vacation money for cancer treatment for 9-year old cat may be enough to prove that this will be a great family for adoption.Ideas from a member:
It's a tough one. A group doesn't want to look irresponsible, but it is hard to screen for everything that might happen.We do "home delivery" for dogs from mobile adoptions out of one location. The adoption is not completed until the place is seen and matches up with the description. This makes the adoption staff feel happier.
But the other program we work with does not do a home check before adoption (but reserves the right to perform one after adoption at their discretion). They do not seem to have any more problems with returns than we do.
It's a very tricky path to tread. I was interested to see that most people lean towards the cautious side of life. It often only takes one bad experience to make that happen. But it's not a good idea to form a program based on all of the bad things that COULD happen. Try explaining that to an adoption counselor! It might not be a bad idea to consider a different ways of doing things.
Also might be good to consider how we handle or respond to returns. We had a situation recently when a dog didn't work out with this family so he came back, but they were a good home for another kind of dog. Some staff felt that one blot of the copy book, so to speak, should ban them from adopting from us for life. However, the main person in adoptions didn't feel like that, and I agreed with her. The first dog just wasn't right for their family. They got another dog from us and it is working out very well.
