"Satisfaction Guaranteed" - Eliminating Judgement?

During the 2013 Regional Conference Pet Experience Project workshops, subscribers were asked to define the barriers faced by pet owners and pet communities to creating a Positive Pet Experience. Several pivotal hurdles were determined. One of them, judgement, was mentioned by nearly every break-out group at each conference across Canada.

Judgement aimed at pet owners relating to everything from feeding choices to behavioural issues.
Judgement aimed at non pet owners for their noise and environmental qualms.
Judgement aimed at the industry for its mixed messaging and for its role in judging the pet experience.

The Humane & Rescue sector accepted its role in judgement in the areas of animal surrender and abandonment and many delegates present at the conferences avowed to consider opportunities for overcoming this dilemma. One potential solution has been tested by some organizations across North America who have implemented a policy which removes the 'judgement' from adoption.  

An editorial by Bert Troughton on the ASPCA Blog implies that all adopters should have the same advantages as shelter employees (who have opportunities to bring animals into their home for a period of times as 'foster parents' prior to making adoption decisions). 

"What an incredible privilege and advantage to be able to take animals home on a trial basis like that and to bring them back to the shelter with absolutely no guilt and no hard feelings with the shelter staff and volunteers," said Troughton. "In fact, the opposite - the staff welcomed those fosters back and heaped gratitude upon me for the interim care I had provided." 

Troughton refers to the Humane Society of Boulder Valley who adopted a "Satisfaction Guaranteed" policy years ago and to other organizations who implemented the policy after HSBV's success. In all cases, reports Troughton, the transition rate (% of visitors who adopt) increased and the net gain in lives saved increased. 

"What may be just as important, but difficult to measure, is how the Satisfaction Guaranteed policy helps staff and volunteers to be more understanding and empathetic with the public," added Troughton. "And how that relationship improvement impacts the overall success of the shelter in all kinds of ways."