You’ve seen Macy, a black Labrador, on the web after trawling for possible candidates to join your family. You send an email letting the group know you think you’re a great adoption prospect, you’re keen to meet Macy and you’d like to find out how to proceed.
Which would you like to get back as a response?
Macy has gone to a home.
or
Hi Alex,
Thanks so much for your email! Macy already has a home, but there are always way too many labbies looking for great new families, so there can never be too many sensational homes on offer.
Many of the labs are rehomed before they make it to PetRescue, so when you are ready to adopt give us a call (phone). Even though we may not have a suitable labbie listed, it’s possible that we have one in care getting ready for adoption, so it never hurts to ask. Generally our girls rehome faster than our boys so I would encourage you not to write off a beautifully natured boy. By the time you get to meet one of our labs they will have lived here with us in a social environment with our own dogs and other fosters for a number of weeks so we have a pretty good idea of their personalities.
Thanks again for your mail. I should probably highlight that without people like you who are willing to adopt one of these great dogs and give them a second chance, we couldn’t continue to rescue – they can’t all live with us! We get to meet some fabulous people and we are always incredibly grateful to the families who adopt our labbies.
Anyway, it was lovely to receive your message and hopefully we can help find you a fabulous lab to join your family.
Thanks again for your interest and I hope to meet you in the coming weeks.
Kind Regards
Amanda
Now this email is from 4lablovers and I wouldn’t be the slightest bit suprised if Amanda and her team go on to take over the world. Everything about this email screams friendly, rescue professional and who wouldn’t want to deal with someone who sends them an email like this!
However, the process of answering emails can be a mammoth task; intimidating, frustrating and with dozens, if not hundreds coming in each week, they can eat away at the morale of everybody in your organisation if they turn ugly because you’re behind in your responses. But it doesn’t have to be that way. If you’re lost for words, try these tips to make your emails sing!
1. Accept that people WILL email you
Just because you prefer to chat on the phone, doesn’t mean your adopters aren’t going to make their first enquiry via email. Recognise the value in these enquiries and incorporate ’email management’ in your rescue’s growth strategy.
2. Know who I am
It doesn’t take a lot of work to address someone by their name and people love the personal touch. Given that this person is a potential adopter, volunteer or supporter, it’s a small extra effort for possibly enormous rewards.
3. Get some killer templates
You will no doubt be answering the same type of email again and again… and again. You’re going to need some really well written templates to save you time. Find someone on your team or a volunteer who is good with words and ask them to answer your most common emails – then use them as a basis for future responses. Work to build up a library of ‘good emails’ that everyone in your organisation can use.
4. Remember this is only the first date
Worrying about suitability, or screening in your first email enquiry is a bit like deciding to marry me based on this blog post. Tone and body language is missing over email, so the message seems harsher than is likely intended. Even if the adopter has said something ‘wrong’ in their response, you have no indication whether this was a naive faux pas in an otherwise good candidate or how open they are to you coaching them to be a better pet owner. Be overwhelmingly positive and look to encourage a second round of discussion before you start making decisions about their suitability.
5. Be a gratious host
No matter how bad a day you’ve had, this person is a brand new chance to get a good result. Answer their email in a timely fashion and thank them for contacting you – more than once. If it’s really a medium you hate, or it’s eating into your day, set a volunteer up with your templates and get them answering these initial enquiries, passing the ‘hard’ ones on. Share the load.
Email is an important tool in the arsenal of the modern rescuer – the way you use it, can either advance or damage your message. Take the time show them some love and you’ll quickly find your emails not only serve your organisation, but are a powerful tool for converting early enquiries into devoted evangelists.
