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Kitten Season has kicked off! Meet the latest cuties at Mini Cat Town!
Customer Service is key
Customer Service is key
A guest who has a pleasant experience at Mini Cat Town is a guest that could be a potential adopter, someone who could help attract more guests with word of mouth promotion, a future volunteer (we hope!), and/or a repeat guest that will help support our kitten care operations!
Tips & Tricks for Managing Difficult Guests
Tips & Tricks for Managing Difficult Guests
It's inevitable while working in customer service that you will run into a difficult guest from time to time. Have no fear, here are some simple tips for volunteers when encountering a tough customer as well as the most frequent guest issues volunteers have run into.
At the Front Desk
At the Front Desk
Arm yourself with information. The Front Desk guide and Guest/Registration waiver are useful tools to have when you need to answer guest questions.
Keep calm. Difficult guests will try to confuse you and may even talk over you. Let them talk themselves out and then take a deep breath before calmly explaining the rules to them. Remember that what they say is not personal to you.
Don't let them pull you into an argument. A guest may make negative comments about how Mini Cat Town is run. They may try to challenge you. Again, take a deep breath, and simply say "Thank you for your feedback but these are our rules. If you can't follow them, you will not be allowed in."
Call for backup. If you're feeling uncomfortable with the situation or the customer is especially pushy, tell the customer that you'll call your lead to speak to them. Make sure you have another volunteer watching the front desk as you speak to the lead privately to get them updated on what is going on before they head out there to talk to the guest.
When all else fails, call Mall Security at 925-463-2776! If you feel in danger because of a guest's behavior and/or they are threatening you verbally, call Mall Security! The safety of our volunteers and kittens are of the highest importance.
On the Adoption Floor
On the Adoption Floor
There are times we may need to escort a customer out AFTER they have already entered the facility.
Take note of violations to our COVID protocols and our general policies and inform the guest so they may correct their violations. We try not to be punitive! Giving a warning or two to a guest is okay, along with a reminder that if they cannot comply, they will be asked to leave.
However we have zero tolerance for threatening behavior towards cats and/or volunteers and hurting any of the kittens. Guests will be removed from the floor immediately.
Inform your lead of the situation and any escalations. Your lead will be able to back you up or intervene if needed.
The Guest Waiver states it clearly: We can remove guests at any time for any reason. If the customer is still unable to comply with the Mini Cat Town rules, let them know they must leave. See below for text pulled directly from the Guest Waiver that each guest must sign BEFORE they enter Mini Cat Town.
We reserve the right to refuse entry to our facility or at our events to anyone, at any time, and for any reason. We always reserve the right to ask you to leave our facility or events at any time, for any reason and may, at our discretion, refund you the cost of your entrance fee, minus any expenses or processing fees.
When all else fails, call Mall Security at 925-463-2776! If you feel in danger because of a guest's behavior and/or they are threatening you verbally, call Mall Security! The safety of our volunteers and kittens are of the highest importance.
Most Frequent Guest Issues
Most Frequent Guest Issues
Not staying in their assigned section: As stated in the rules as well as explained when guests first come in, they must stay within their section regardless of whether there are other guests in the facility.
Not wearing a mask: Guests must wear a mask unless they are 2 and under.
Not wearing a mask correctly: The mask must cover their mouth and nose.
Kids coming in without an adult: Kids under 12 must be accompanied by an adult.
Lying about kids’ age: To prevent guests from lying, instead of telling them the kids’ price upfront, ask them how old their child is first.
People wanting to adopt the same day: We do not do same day adoptions. Interested adopters must fill out the adoption form online at www.minicattown.org.
Picking up the cats: As stated in the rules and as explained to the guests when they come in, guests may not pick up the cats.
Children/adults playing roughly with kittens: This is a NO.
Parents not watching their kids: A warning or two may be given to the parent about their child but if it seems like they are unable to control their child, volunteers are empowered to tell them they must leave for the safety of the kittens, guests, and volunteers.
Guests not paying attention when rules are explained: If it seems they are not paying attention while you are explaining the rules to them, ask them firmly and politely to please pay attention to you.
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