Purebred Breeders Complaints
Jan 28, 2011
While speaking with one of our new puppy families the other day they asked me "How does your company deal with Purebred Breeders complaints?" I was glad they asked and happy to respond as we are very proud of our customer relations philosophy and consistently strive to improve upon it. We believe a company's true colors come shining through when faced with an unhappy customer. Many don't care about doing the right thing because they already have your money and think of themselves as so big and important that they are invincible from unhappy customers. We on the other hand understand the importance of listening to our families and doing what we can to right any wrong that may have occurred.
Our first line of defense against Purebred Breeders complaints is to conduct ourselves with integrity from the beginning and we require the same from any breeder that we work with in our network. We are helping families find the happy, healthy puppy of their dreams so there is no room for taking short cuts. Our customer relations staff track every issue any of our breeder's puppies may have. When a breeder has issues we contact them and counsel them on how to improve so the issues don't happen anymore. This allows us to keep the communication channels open with our network of breeders and ensure they are following our code of ethics.
Over the past few months we developed a survey that asks our families for feedback on their experience. We want to ensure that we handled them appropriately and professionally from their first contact to the receipt of their new family member. Since we began sending them out last October we have found that over 90% of our customers had a positive experience and they have been very complimentary. This makes us very proud and reinforces that we are on the right track. Now the other 10% is where we can learn how to improve. The Purebred Breeders complaints received from these families are not ignored. On the contrary we reach out to the customer and ask for more insight on where we went wrong and if there is anything we can do to win back their confidence. Many times the simple fact that we acknowledged our short coming is enough for the customer. Just knowing they were listened to is always the first step in turning a negative into a positive. We will not always be able to satisfy each unhappy customer but identifying our mistake and making the appropriate changes for future families will help us achieve our goal of building families one puppy at a time.
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Our first line of defense against Purebred Breeders complaints is to conduct ourselves with integrity from the beginning and we require the same from any breeder that we work with in our network. We are helping families find the happy, healthy puppy of their dreams so there is no room for taking short cuts. Our customer relations staff track every issue any of our breeder's puppies may have. When a breeder has issues we contact them and counsel them on how to improve so the issues don't happen anymore. This allows us to keep the communication channels open with our network of breeders and ensure they are following our code of ethics.
Over the past few months we developed a survey that asks our families for feedback on their experience. We want to ensure that we handled them appropriately and professionally from their first contact to the receipt of their new family member. Since we began sending them out last October we have found that over 90% of our customers had a positive experience and they have been very complimentary. This makes us very proud and reinforces that we are on the right track. Now the other 10% is where we can learn how to improve. The Purebred Breeders complaints received from these families are not ignored. On the contrary we reach out to the customer and ask for more insight on where we went wrong and if there is anything we can do to win back their confidence. Many times the simple fact that we acknowledged our short coming is enough for the customer. Just knowing they were listened to is always the first step in turning a negative into a positive. We will not always be able to satisfy each unhappy customer but identifying our mistake and making the appropriate changes for future families will help us achieve our goal of building families one puppy at a time.
